ISO/IEC/IEEE 26514:2022
(Main)Systems and software engineering — Design and development of information for users
Systems and software engineering — Design and development of information for users
This document covers the development process for designers and developers of information for users of software. It describes how to establish what information users need, how to determine the way in which that information should be presented, and how to prepare the information and make it available. It is not limited to the design and development stage of the life cycle, but includes information on design throughout the life cycle, such as design strategy and maintaining a design. This document provides requirements for the structure, information content, and format of information for users of software. This document can be applied to developing the following types of information, although it does not cover all aspects of them: — information for users of products other than software; — multimedia systems using animation, video, and sound; — computer-based training (CBT) packages and specialized course materials intended primarily for use in formal training programs; — maintenance information describing the internal operation of systems software; — information for users incorporated into the user interface itself. This document is applicable to information architects and information developers, including a variety of specialists: — information architects who plan the structure and format of information products; — usability specialists and business analysts who identify the tasks that the intended users can perform with the software; — developers and editors of the written content of information for users; — graphic designers with expertise in electronic media; — user interface designers and ergonomics experts working together to design the presentation of the information on the screen. This document is also a reference for those with other roles and interests in the process of developing information for users: — managers of the software development process or the information-development process; — acquirers of information for users prepared by suppliers; — usability testers, reviewers of information for users, subject-matter experts; — developers of tools for creating information for users; — human-factors experts who identify principles for making information for users more accessible and easily used.
Ingénierie du logiciel et des systèmes — Conception et développement d'informations pour les utilisateurs
General Information
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Standards Content (Sample)
INTERNATIONAL ISO/
STANDARD IEC/IEEE
First edition
2022-01
Systems and software engineering —
Design and development of
information for users
Ingénierie du logiciel et des systèmes — Conception et développement
d'informations pour les utilisateurs
Reference number
© ISO/IEC 2022
© IEEE 2022
© ISO/IEC 2022
© IEEE 2022
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Published in Switzerland
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Contents Page
Foreword . vi
Introduction .vii
1 Scope . 1
2 Normative references . 2
3 Terms, definitions and abbreviated terms . 2
3.1 Terms and definitions . 2
3.2 Abbreviated terms . 8
4 Conformance . 9
5 Information management process .10
5.1 General . 10
5.2 Planning the information-development project . 11
5.3 Managing the information-development project . 11
6 Information architecture and development .12
6.1 Project requirements, objectives, and constraints .12
6.1.1 General .12
6.1.2 Project objectives and goals .12
6.1.3 Requirements on information for users .12
6.1.4 Constraints on information for users . 13
6.1.5 Project infrastructure and tools . 14
6.1.6 Schedule constraints . 14
6.1.7 Users and usability objectives . 15
6.2 Audience and task analysis. 16
6.2.1 General . 16
6.2.2 Audience analysis . 16
6.2.3 Task analysis . 18
6.3 Development . 21
6.3.1 Information gathering . 21
6.3.2 Developing information for users . 22
6.4 Review .22
6.5 Prototypes and drafts . 22
6.6 Content management during development . 23
6.7 Translation considerations in design and development . 24
6.8 Final assembly and review . 24
6.9 Packaging . 25
6.10 Release . 25
6.11 Updating and maintenance.25
6.12 Version control and change control . 25
7 Information quality .26
7.1 General . 26
7.2 Correctness . 26
7.3 Consistency . 26
7.4 Comprehensibility . 26
7.5 Conciseness . . 26
7.6 Minimalism . 27
7.7 Accessibility . 27
8 Structure of information for users .27
8.1 Overall structure . 27
8.2 Modularity . 27
8.3 Structuring by function .28
8.4 Information model .28
8.5 Structure of conceptual information .30
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© IEEE 2022 – All rights reserved
8.6 Structure of instructional information .30
8.7 Structure of reference information . 31
8.8 Structure of commands . 32
8.9 Structure of troubleshooting information . 32
8.10 Structure of error messages . 32
8.11 Glossary of terms . . 32
8.12 Structure of printed information for users . 33
8.13 Structure of online information for users . 33
8.14 User-generated content . 33
8.14.1 General . 33
8.14.2 Goals and practices .34
8.15 Application programming interfaces (API) . 35
8.15.1 General . 35
8.15.2 Providing information about an API .36
8.15.3 Structure of the API reference . 37
8.16 Frequently asked questions (FAQ) .38
8.17 Chatbots and voice response systems . 39
9 Format of information for users .40
9.1 General .40
9.2 Consistent format .40
9.3 Selection of appropriate media and format . 41
9.3.1 Comparison of formats and media . 41
9.3.2 Use of printed or electronic information for users . 42
9.3.3 Relationship of information displays to the application's displays . 42
9.4 Context-sensitive information . 43
9.5 Accessible information for users .44
9.5.1 Understandable information for users .44
9.5.2 Information for users in accessible electronic form .44
9.5.3 Text alternatives for non-text information .44
9.5.4 Unnecessary device references .44
9.5.5 Information on accessibility features .44
9.6 Layout of screens and pages . 45
9.6.1 Display area . 45
9.6.2 Non-scrolling areas . 45
9.7 Legibility . 45
9.7.1 General . 45
9.7.2 Typefaces and text size .46
9.7.3 Highlighting text .46
9.8 Formats for representing user interface elements. 47
9.8.1 General . 47
9.8.2 Representing control and command input. 47
9.8.3 Representing special keyboard keys or mouse clicks . 47
9.8.4 Representing interactions on touch screens .48
9.9 Use of colour.48
9.10 Navigational features .48
9.10.1 General .48
9.10.2 Finding the same information again .49
9.10.3 Formats for active areas .49
9.10.4 Linking information . 50
9.10.5 Table of contents . 50
9.10.6 Index . 51
9.10.7 Search capability . 51
9.11 Format of danger, warning, and caution indications . 52
9.12 Format for instructions .53
9.13 Formats for user-supplied annotations . 53
9.14 Formats for illustrations .54
9.14.1 Consistent presentation of illustrations .54
9.14.2 Placement of illustrations.54
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9.14.3 Illustrations of printed output .54
9.14.4 Illustrations of screen displays . 55
9.15 Formats for icons and other types of visualization .56
9.15.1 When to use icons and other types of visualization .56
9.15.2 Design of icons and other types of visualization .56
9.15.3 Displaying the names of icons . 57
9.16 Formats for video tutorials and animations . 57
9.17 Interactive content .58
Annex A (informative) Content of a style guide for information for users .59
Annex B (informative) Style of translated and localized information for users.60
Bibliography .63
IEEE Notices and Abstract.65
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Foreword
ISO (the International Organization for Standardization) and IEC (the International Electrotechnical
Commission) form the specialized system for worldwide standardization. National bodies that are
members of ISO or IEC participate in the development of International Standards through technical
committees established by the respective organization to deal with particular fields of technical
activity. ISO and IEC technical committees collaborate in fields of mutual interest. Other international
organizations, governmental and non-governmental, in liaison with ISO and IEC, also take part in the
work.
The procedures used to develop this document and those intended for its further maintenance are
described in the ISO/IEC Directives, Part 1. In particular, the different approval criteria needed
for the different types of ISO/IEC documents should be noted. This document was drafted in
accordance with the rules given in the ISO/IEC Directives, Part 2 (see www.iso.org/directives or
www.iec.ch/members_experts/refdocs).
IEEE Standards documents are developed within the IEEE Societies and the Standards Coordinating
Committees of the IEEE Standards Association (IEEE-SA) Standards Board. The IEEE develops its
standards through a consensus development process, approved by the American National Standards
Institute, which brings together volunteers representing varied viewpoints and interests to achieve the
final product. Volunteers are not necessarily members of the Institute and serve without compensation.
While the IEEE administers the process and establishes rules to promote fairness in the consensus
development process, the IEEE does not independently evaluate, test, or verify the accuracy of any of
the information contained in its standards.
Attention is drawn to the possibility that some of the elements of this document may be the subject
of patent rights. ISO and IEC shall not be held responsible for identifying any or all such patent
rights. Details of any patent rights identified during the development of the document will be in the
Introduction and/or on the ISO list of patent declarations received (see www.iso.org/patents) or the IEC
list of patent declarations received (see https://patents.iec.ch).
Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.
For an explanation of the voluntary nature of standards, the meaning of ISO specific terms and
expressions related to conformity assessment, as well as information about ISO's adherence to
the World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT), see
www.iso.org/iso/foreword.html. In the IEC, see www.iec.ch/understanding-standards.
ISO/IEC/IEEE 26514 was prepared by Joint Technical Committee ISO/IEC JTC 1, Information technology,
Subcommittee SC 7, Systems and software engineering, in cooperation with the Systems and Software
Engineering Standards Committee of the IEEE Computer Society, under the Partner Standards
Development Organization cooperation agreement between ISO and IEEE.
This first edition cancels and replaces ISO/IEC 26514:2008, which has been technically revised.
The main changes are as follows:
— increased emphasis on designing and developing information for users of software;
— use of IEC/IEEE 82079-1 as a normative reference for information for use;
— addition of subclauses regarding application programming interfaces (API) and chatbots.
Any feedback or questions on this document should be directed to the user’s national standards
body. A complete listing of these bodies can be found at www.iso.org/members.html and
www.iec.ch/national-committees.
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Introduction
Anyone who uses software designed to help users perform particular tasks or handle particular types
of problems needs accurate information about how the software helps the user accomplish a task. The
information for users may be the first tangible item that the user sees and therefore influences the
user’s first impressions of the software product. If the information is supplied in a convenient form and
is easy to find and understand, the user can quickly become proficient at using the product. Hence, well-
designed information for users not only assists the user and helps to reduce the cost of training and
support, but also enhances the reputation of the product, its producer, and its suppliers.
Although software developers aim to design user interfaces that behave so intuitively that little separate
explanation is needed, this is rarely possible. Today’s software offers increasingly robust functionality,
not only within applications, but also across applications that intelligently exchange information with
one another. Further, most software designs include underlying rules and calculations, or algorithms
that affect the results a user can obtain when using the software. Such underlying programming
mechanisms are discernible by users, but only through laborious testing. For these reasons and more,
information for users remains an essential component of usable software products.
This document supports the need of software users for consistent, complete, accurate, and usable
information. It includes both approaches to standardization: a) process standards, which specify the
way in which information products are to be developed; and b) information product standards, which
specify the characteristics and functional requirements of the information for users.
This document provides specific requirements for information for users of software products, based
on the requirements applicable to all types of products in IEC/IEEE 82079-1. It focuses on the parts
of the information management processes most applicable for information designers and information
developers.
Information for users is often regarded as something done after the software has been implemented.
However, for high-quality information for users of a software product, its development should be
regarded as an integral part of the software life cycle process. If done properly, information development
is a big enough job to require process planning in its own right.
This document was developed to assist users of ISO/IEC/IEEE 12207 to design and develop information
for users as part of the software life cycle processes. It defines the information-development process
from the information developer's standpoint.
Other documents (ISO/IEC/IEEE 26511, ISO/IEC/IEEE 26512, ISO/IEC/IEEE 26513, ISO/IEC/IEEE 26515,
and ISO/IEC/IEEE 26531) address the information management process from the viewpoints of
managers, acquirers and suppliers, reviewers and testers, participants in agile development work, and
content managers.
In addition to defining a standard process, this document also covers the information product. This
document specifies the structure, content, and format for information for users, and also provides
informative guidance for the style of such information.
Earlier standards tended to view the results of the information-development process as a single book
or multivolume set: a one-time deliverable. Increasingly, information designers recognize that most
information for users is now produced from managed re-use of previously developed information
(single-source documentation), adapted for new software versions or presentation in various electronic
(e.g. onscreen or spoken) and printed media. While this document does not describe how to set up a
content management system (CMS), it is applicable for documentation organizations practicing single-
source documentation.
This document is independent of the software tools that may be used to produce information for users,
and applies to both printed and onscreen information, as well as information presented by other
methods such as animation or video. Much of its guidance is applicable to information for users of
systems including hardware as well as software.
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© IEEE 2022 – All rights reserved
This document is intended for use in all types of organizations, whether or not a dedicated information-
development department is present, and can be used as a basis for local standards and procedures.
Readers are assumed to have experience or knowledge of software development or information-
development processes.
The order of clauses in this document does not imply that the information for users should be developed
in this order or presented to the user in this order.
In each clause, the requirements are media independent, as far as possible. Requirements specific to
either print or electronic media are identified as such, particularly in Clause 9.
viii
© ISO/IEC 2022 – All rights reserved
© IEEE 2022 – All rights reserved
INTERNATIONAL STANDARD ISO/IEC/IEEE 26514:2022(E)
Systems and software engineering — Design and
development of information for users
1 Scope
This document covers the development process for designers and developers of information for users
of software. It describes how to establish what information users need, how to determine the way in
which that information should be presented, and how to prepare the information and make it available.
It is not limited to the design and development stage of the life cycle, but includes information on design
throughout the life cycle, such as design strategy and maintaining a design.
This document provides requirements for the structure, information content, and format of information
for users of software.
This document can be applied to developing the following types of information, although it does not
cover all aspects of them:
— information for users of products other than software;
— multimedia systems using animation, video, and sound;
— computer-based training (CBT) packages and specialized course materials intended primarily for
use in formal training programs;
— maintenance information describing the internal operation of systems software;
— information for users incorporated into the user interface itself.
This document is applicable to information architects and information developers, including a variety
of specialists:
— information architects who plan the structure and format of information products;
— usability specialists and business analysts who identify the tasks that the intended users can
perform with the software;
— developers and editors of the written content of information for users;
— graphic designers with expertise in electronic media;
— user interface designers and ergonomics experts working together to design the presentation of the
information on the screen.
This document is also a reference for those with other roles and interests in the process of developing
information for users:
— managers of the software development process or the information-development process;
— acquirers of information for users prepared by suppliers;
— usability testers, reviewers of information for users, subject-matter experts;
— developers of tools for creating information for users;
— human-factors experts who identify principles for making information for users more accessible
and easily used.
© ISO/IEC 2022 – All rights reserved
© IEEE 2022 – All rights reserved
2 Normative references
The following documents are referred to in the text in such a way that some or all of their content
constitutes requirements of this document. For dated references, only the edition cited applies. For
undated references, the latest edition of the referenced document (including any amendments) applies.
IEC/IEEE 82079-1:2019, Preparation of information for use (instructions for use) of products – Part 1:
Principles and general requirements
3 Terms, definitions and abbreviated terms
3.1 Terms and definitions
For the purposes of this document, the following terms and definitions apply.
ISO, IEC, and IEEE maintain terminology databases for use in standardization at the following addresses:
— ISO Online browsing platform: available at https:// www .iso .org/
— IEC Electropedia: available at https:// www .electropedia .org/
— IEEE Standards Dictionary Online: available at https:// dictionary .ieee .org
NOTE For additional terms and definitions in the field of systems and software engineering, see
ISO/IEC/IEEE 24765, which is published periodically as a “snapshot” of the SEVOCAB (Systems and software
Engineering Vocabulary) database and is publicly accessible at https:// www .computer .org/ sevocab.
3.1.1
accessibility
extent to which products, systems, services, environments and facilities can be used by people from
a population with the widest range of characteristics and capabilities to achieve a specified goal in a
specified context of use
Note 1 to entry: Although “accessibility” typically addresses users (3.1.54) who have disabilities, the concept is
not limited to disability issues.
[SOURCE: ISO/IEC 25064:2013, 4.1, modified — The original note 1 to entry has been removed and
replaced by a new one.]
3.1.2
accuracy
quality of information that it is correct and consistent with a software product (3.1.47)
3.1.3
action
element of a step (3.1.48) that a user (3.1.54) performs during a procedure (3.1.39)
3.1.4
active area
area that responds to user (3.1.54) control or manipulation
EXAMPLE A hot-spot on a graphic, a hyperlink in text, a button in a screen display.
3.1.5
analysis
investigation and collection task of development (3.1.18) that aims to specify types of users (3.1.54) and
needed information
© ISO/IEC 2022 – All rights reserved
© IEEE 2022 – All rights reserved
3.1.6
application programming interface
API
set of functions (3.1.23), protocols, parameters, and objects of different formats, used to create software
(3.1.46) that interfaces with the features or data of an external system or service
EXAMPLE The interface to a suite of service subroutines, a set of dedicated URLs that return data in
response, or a suite of commands (3.1.11) that can be issued to a physical device such as a robot on an assembly
line.
Note 1 to entry: Information for users (3.1.29) of an API is of two main types: reference information (3.1.43) (which
contains information about all elements of the API) and developer guide (which explains how to use the API).
Note 2 to entry: APIs can take several forms. In general terms, an API is a set of clearly defined methods of
communication among various components. An API specifies the information and methods that are needed to
communicate with another application.
3.1.7
audience
category of users (3.1.54) sharing the same or similar characteristics and needs (for example, purpose
in using the information for users (3.1.29), tasks, education level, abilities, training, and experience) that
determine the content, structure, and use of the intended information
Note 1 to entry: There may be different audiences for information for users (for example, management, data
entry, maintenance, engineering, business professionals).
[SOURCE: ISO/IEC/IEEE 23026:2015, 4.2, modified — "documentation" has been replaced by
"information for users"; in note 1 to entry, "engineering, business professionals" has been added.]
3.1.8
caution
advisory information that states that performing some action (3.1.3) can result in minor or moderate
injury or lead to consequences that are unwanted or undefined, such as loss of data or an equipment
problem
Note 1 to entry: See also danger (3.1.16) and warning (3.1.56).
3.1.9
change control
actions (3.1.3) taken to identify, document, review, and authorize changes to a product that is being
developed
Note 1 to entry: The procedures (3.1.39) confirm the validity of changes, that the effects on other items are
examined, and that those people concerned with the development (3.1.18) are notified of the changes.
3.1.10
computer-aided design
CAD
use of a computer to design a device or a system, display it on a computer monitor or printer, simulate
its operation, and provide statistics on its performance
3.1.11
command
expression that can be input to a computer system to initiate an action (3.1.3) or affect the execution of
a computer program
[SOURCE: ISO/IEC/IEEE 24765:2017, 3.638, modified — The EXAMPLE has been removed.]
3.1.12
conceptual information
explanations and descriptions which enable the audience (3.1.7) to understand the product's operating
principles in order to perform required tasks
© ISO/IEC 2022 – All rights reserved
© IEEE 2022 – All rights reserved
3.1.13
configuration management
CM
technical and organizational activities, comprising configuration identification, control, status
accounting and auditing
[SOURCE: IEEE 828-2012]
3.1.14
context-sensitive help
type of onscreen information for users (3.1.36) in which the material that is displayed depends upon the
current status of the software (3.1.46) and the progress of the user’s (3.1.54) task
3.1.15
customize
adapt a software (3.1.46) or information product to the needs of a particular audience (3.1.7)
3.1.16
danger
hazardous situation, which if not avoided, can result in death or serious injury
Note 1 to entry: See also caution (3.1.8) and warning (3.1.56).
[SOURCE: ISO/IEC/IEEE 26513:2017, 3.8]
3.1.17
design
stage of information development (3.1.18) that is concerned with determining what information for users
(3.1.29) is to be provided in a product and what is the nature of that information
3.1.18
development
activity of preparing information for users (3.1.29) after it has been designed
3.1.19
document
uniquely identified unit of information for human use
[SOURCE: ISO/IEC/IEEE 15289:2019, 3.1.10, modified — The EXAMPLE and note 1 to entry have been
removed.]
3.1.20
document set
documentation (3.1.21) that has been segmented into separately identified volumes or products for ease
of distribution or use
[SOURCE: ISO/IEC/IEEE 26513:2017, 3.11, modified — “collection of” has been removed.]
3.1.21
documentation
collection of documents related to a given subject
[SOURCE: IEC/IEEE 82079-1:2019, 3.11]
3.1.22
embedded information for users
information for users (3.1.29) that is accessed as an integral part of software (3.1.46)
EXAMPLE Pop-up help and help text on a screen.
Note 1 to entry: See also onscreen information for users (3.1.36) and printed information for users (3.1.38).
© ISO/IEC 2022 – All rights reserved
© IEEE 2022 – All rights reserved
3.1.23
function
defined objective or characteristic action (3.1.3) of a system or component
3.1.24
icon
graphic displayed on the screen that represents a function (3.1.23)
[SOURCE: ISO/IEC 11581-1:2000, 4.7, modified — "of a visual display" and "of the computer system"
have been removed.]
3.1.25
illustration
graphic element set apart from the main body of text and normally cited within the main text
Note 1 to entry: The term “illustration” is used as the generic term for tables, figures, exhibits, screen captures,
flow charts, diagrams, drawings, icons (3.1.24), and other types of graphics.
3.1.26
information architect
person who develops the structure of an information space and the semantics for accessing information
on tasks, system functions (3.1.23) and features, and other information
[SOURCE: ISO/IEC/IEEE 26513:2017, 3.20, modified — "required task objects, system objects" has been
replaced by "information on tasks, system functions and features".]
3.1.27
information architecture
structure of an information space and the semantics for accessing information on tasks, system
functions (3.1.23) and features, and other information
3.1.28
information developer
person who prepares content for information for users (3.1.29)
[SOURCE: ISO/IEC/IEEE 26515:2018, 3.8]
3.1.29
information for users
information provided by the supplier that provides the target audience with concepts, procedures
(3.1.39) and reference material for the safe, effective, and efficient use of a supported product during its
life cycle
EXAMPLE Printed manuals, onscreen information, and stand-alone online help are examples of information
for users.
Note 1 to entry: Throughout this document, the term “information for users” refers to information for users
(3.1.54) of software (3.1.46).
Note 2 to entry: It can be provided separately or embedded in the product or both.
Note 3 to entry: The term “information for users” in this document is intended as a synonym for “information for
use” as used in IEC/IEEE 82079-1 and is defined as such, although it is recognised that the respective ideas, while
similar, are not identical.
[SOURCE: IEC/IEEE 82
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