Poor documentation costs money — businesses lose over $12.9 million yearly from poor data quality. When users misunderstand software, productivity suffers.
On the other hand, good software with great documentation makes code usable for real people and tech systems accessible to everyone. Yet, many developers skip this step because they lack time, writing skills, or proper tools.
But what separates helpful documentation from confusing text? This guide answers that head-on and shows you how to write instructions that both technical and non-technical people can follow without getting lost or frustrated.
What is software documentation?
Software documentation (SD) consists of all written materials that explain how a program works. It guides users through installation, explains features, and helps troubleshoot problems when they arise.
The documentation process has three stages.
- Early documentation typically includes quick-start guides that cover the basics (say, how to install the software, log in, adjust settings, and meet system requirements). The guides use examples from real situations to explain tough concepts.
- As software grows and upgrades, documentation expands, too. It’s the development stage. Here, user guides become more detailed and help people use all features. Developers create these materials with specific users in mind and how they’ll use the product.
- The final documentation includes technical reports that track performance. These reports show how well the software works and where it might need improvements.
With proper software documentation, the goal is to answer questions before users need to ask them.
Benefits of having software documentation
Software documentation covers more questions to solve problems even before they start. When done right, your documentation gives users these benefits.
Enhances user experience with clear guidance: Software documentation prevents users from getting stuck or frustrated. Users will use more features, set things up faster, and stick around longer. New users face a gentler learning curve, which means fewer abandoned accounts.
Improves team collaboration: Everyone works from a single source. There is no more emailing files back and forth or confusion about which version is current. Developers, writers, and QA all stay on the same page about how features work.
Increases efficiency with quick information access: No matter what you need (API details or setup steps), it’s all there, ready to find. Your users don’t have to dig through email chains or Slack messages for that important information. New team members get up to speed without bothering busy colleagues.
Reduces support tickets: When users find answers themselves, they don’t need to contact your team. Support requests are mostly common questions that your documentation can answer. Users get instant help, and your support team handles bigger issues.
Boosts accessibility with centralized docs: When all your information stays in a single place, nothing gets lost. Updates happen in real time, so nobody works with outdated info. Everyone can access the help they need when they need it.
Best Practices for Writing Software Documentation
Creating great documentation is much easier when you follow these tips to build documentation users want to read.
Keep it concise, simple, and jargon-free
Your software documentation must get to the point fast. Here is how you can ensure that.
- Cut unnecessary words. If you can say something in ten words instead of twenty, do it.
- Avoid fancy language. Tech terms only make sense when your audience already knows them.
- Break up long paragraphs. Short chunks are easier to scan and understand. One idea per paragraph works best.
- Use everyday examples. If you’re explaining a technical concept, compare it to something familiar. This helps people grasp new ideas faster.
Use analytics and feedback for improvements
Your documentation needs to be upgraded based on how people use them.
- See which pages get the most visits. That’s what your users care about. If a page gets tons of traffic, make it even better. If nobody visits a section, ask why.
- Add feedback buttons to your docs. Simple thumbs-up/thumbs-down options will quickly tell you what’s working (and what isn’t).
- Test your documentation with real users. Someone who’s never seen your software before will spot problems you missed.
- Hand your installation guide to a non-technical friend and see where they get stuck.
Update documentation regularly
Out-of-date documentation is enough to frustrate your users and waste time. Make updates part of your routine:
- Check your documentation after each release. New features, bug fixes, and workflow changes all need documentation updates.
- Create a maintenance schedule to set regular times to review all documentation, not just sections affected by recent changes.
- Assign ownership. Someone must be responsible for keeping each section current.
- Listen to user feedback. When users report confusion or errors, update docs immediately.
- Track documentation age. Flag sections that haven’t been reviewed recently.
Documentation quality may decline over time without attention. Each update is an opportunity to make your knowledge base more helpful and accurate.
Tailor content to the target audience
Know who you’re writing for. Different users need different documentation.
Say your end users want simple how-to guides with screenshots. Your developers might need technical details, API references, and integration examples. System administrators would prefer setup instructions, security protocols, and troubleshooting steps.
Match your language to all your audience:
- For non-technical users, use plain language and avoid jargon
- For developers, include code samples and be precise
- For mixed audiences, layer information with basic concepts first
Ask these questions: What does this person already know? What are they trying to do? What problems will they face?
Make it easy to find and navigate
Users usually scan until they spot what matters. So, structure your docs for quick scanning, not just reading:
- Create a table of contents. Let users jump directly to relevant sections without scrolling.
- Use descriptive headings. “How to Reset Your Password” beats “Account Management.”
- Break up text with bullets. No one wants to face a wall of words.
- Keep paragraphs short. Three to four sentences max.
- Add visual markers. Icons, callouts, and color coding help users spot important information.
Note: Can your users find specific information in under 30 seconds? If not, your structure needs work.
Choose the right documentation tool
Invest in the best software for your sales documentation. But before committing, try out different options with your actual team. Look for these key features:
- Content creation options: The tool should handle different formats, such as Markdown and HTML, and support images and videos.
- Version control: Track who changed what and when. Revert to older versions when needed.
- Real-time collaboration: Multiple team members should be able to work on docs simultaneously.
- Strong search function: Users must find information quickly with simple keywords. AI-powered knowledge bases excel here with smart technology to understand what users seek, even when their search terms aren’t exact.
- Integrations: Your tool should connect with your project management software, code repository, and support system.
Conclusion
Documentation makes or breaks software. It can turn confused users into power users and cut support costs.
Also, remember that your docs need to evolve alongside your product. Keep them fresh, accessible, and tailored to different user types. If you’re new to documentation, start with the basics. First, focus on solving the most common user problems, then expand.
The right tools make documentation much easier for your team. Companies that invest time in finding the right knowledge base system see the biggest return on their documentation efforts.
