10 Tips for Writing Clear SaaS User Manuals

Want to write user manuals that actually help? Here's how:

1. Know your audience
2. Organize logically
3. Use plain language
4. Add visuals
5. Break down tasks
6. Create a contents page
7. Keep formatting uniform
8. Address common issues
9. Be concise
10. Update often

Why it matters:

Benefit	Impact
Faster onboarding	Users get up to speed quickly
Fewer support tickets	Less strain on your team
Increased user satisfaction	Happier customers, better retention
Reduced support costs	Save money on customer service

Good manuals aren't just nice to have - they're essential. 84% of people don't know how to use core features in their tech stack. Clear docs fix that.

Let's dive in and see how to make your SaaS manual shine.

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Understand Your Readers

Writing clear SaaS user manuals isn't just about explaining features. It's about helping real people solve real problems. Here's how to get inside your readers' heads:

1. Talk to your support team

   • What confuses users most?
   • Which features cause trouble?
   • What questions keep coming up?

2. Survey your users

   • Ask about their tech skills
   • How they use your product
   • What they find hard to understand

3. Check your data

   • Which features get used most?
   • Where do people get stuck?
   • How long do tasks take?

SUSE, a Linux company, surveys users about their docs every year to find and fix weak spots.

Different users need different things:

User Type	What They Need
Beginners	Basic concepts, step-by-step guides
Experts	Advanced features, technical details
Managers	Overview of benefits, high-level processes

By understanding your readers, you can create manuals that actually help. That means happier users and fewer support tickets.

"Behind every unhappy customer is a pain point that goes unaddressed."

Don't guess what your users need. Ask them, watch them, and tailor your manual to fit.

2. Organize Information Logically

Want your SaaS user manual to be a breeze to navigate? Here's how to structure it:

Clear Hierarchy

Start big, then zoom in. Like this:

• Getting Started
  • Account Setup
  • Basic Features
• Advanced Features
  • Feature A
  • Feature B

Table of Contents

Slap this at the start. It's your manual's roadmap.

Consistent Headings

Use a pattern. Users will thank you. For example:

Section	What's in it
Overview	Quick feature rundown
How to use	Step-by-step guide
Tips	Tricks and shortcuts
Troubleshooting	Fix common hiccups

Connect the Dots

Link related sections. It's like breadcrumbs for your users.

Group Similar Stuff

Organize by features, roles, or tasks. HubSpot does this well with their product docs.

Break It Down

Got a complex process? Use numbered lists or checklists. Asana's guides are great examples.

Make It Searchable

Add a search bar. It's a lifesaver for big manuals.

Smart File Names

If you're using multiple files, name them clearly. "account-setup.md" beats "file1.md" any day.

3. Write in Plain Language

Plain language is key for SaaS user manuals. It's not about simplifying content, but making it crystal clear. Here's why it matters and how to do it:

Keep It Simple

Forget fancy words. Your goal? Help users understand fast. For example:

Instead of	Use
"Utilize the authentication process to gain access"	"Log in"
"Terminate the application"	"Close the app"
"Implement the following procedure"	"Follow these steps"

Speak Directly to Your Reader

Use "you" and "your". It's clearer and more engaging:

• "To set up your account, click 'Sign Up'."
• "You can customize your dashboard by dragging widgets."

Avoid Jargon

Not sure if readers know a term? Explain it or use a simpler one.

Use Active Voice

Active voice makes instructions clearer:

• Passive: "The settings can be adjusted by clicking the gear icon."
• Active: "Click the gear icon to adjust settings."

Break It Down

Complex process? Break it into smaller steps. Use numbered lists for sequences and bullet points for options.

Be Specific

Say "Click the blue 'Save' button in the top right corner" instead of "Click the button."

"Plain language is writing that the intended audience can understand and act upon the first time they read it."

This approach saves time and reduces errors. Grammarly reports businesses lose about $1.2 trillion annually due to poor communication, often from hard-to-understand technical documents.

4. Add Helpful Images

Images can make your SaaS user manual way more useful. They're not just for looks - they help explain tricky stuff and guide users through complex steps.

Here's how to use images like a pro:

Pick the Right Visual

Different visuals do different jobs:

Visual Type	Use It For
Screenshots	Showing exact parts of your interface
Flowcharts	Explaining step-by-step processes
Diagrams	Showing how things connect
Icons	Highlighting important stuff

Level Up Your Screenshots

Don't just dump raw screenshots into your manual. Instead:

• Crop out the unnecessary parts
• Add arrows or circles to point things out
• Keep them all looking the same (size, quality, style)

For example: When showing how to share a document, grab a shot of the sharing menu. Then circle the "Share" button in red and use numbered arrows to show the steps.

Flowcharts for Complicated Stuff

Got a process with lots of steps or decisions? Use a flowchart. It's WAY clearer than a wall of text.

ChartHop does this well. They use flowcharts to show approval workflows in their docs. It helps users get the process without getting lost in long explanations.

Keep It Simple

Don't overcomplicate your visuals:

• Use basic shapes and easy-to-read fonts
• Stick to a few colors
• Leave some empty space

Put Visuals Where They Make Sense

Don't make users hunt for images. Put them right next to the text they go with. It helps everything make more sense.

Test Your Visuals

Before you finish, get some real users to look at your visuals. Ask them:

• Does this image help explain things?
• Can you follow the steps easily?
• Is anything confusing?

Use what they say to make your visuals even better.

5. Break Down Tasks

Breaking down tasks is crucial for clear SaaS user manuals. It helps users follow instructions easily.

Here's how to do it:

1. List major tasks
2. Analyze each task's complexity
3. Create a logical sequence
4. Write clear instructions
5. Use numbered lists for multi-step processes
6. Keep tasks short (2-14 days or under 80 hours)
7. Add visuals like screenshots
8. Prioritize tasks
9. Set realistic deadlines
10. Track progress

Let's look at an example. Here's how to break down "Importing Contacts" for an email marketing tool:

1. Log in
2. Go to Contacts
3. Click "Import Contacts"
4. Choose import method
5. Upload file
6. Map fields
7. Confirm import
8. Wait for completion
9. Check for errors
10. Organize contacts

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6. Create a Clear Contents Page

A good table of contents (TOC) is key for SaaS user manuals. It helps users find what they need fast.

Here's how to make one that works:

1. Group topics logically (like "Getting Started", "Features", "Troubleshooting")
2. Use clear headings that match the content
3. Show topic levels with H1, H2, H3 headers
4. Add page numbers for print manuals
5. Make digital TOCs clickable
6. Keep it simple - 2-3 levels max
7. Add extras like a glossary or index for big manuals

Some SaaS companies do this well:

Company	TOC Style	Cool Feature
Trello	Simple, searchable	Top articles first
Google	Categories	Covers all products
Asana	Grouped guides	Full walkthroughs

Don't forget to test your TOC with real users. Their input can make it even better.

7. Keep Formatting Uniform

Consistent formatting makes SaaS user manuals easier to read and use. Here's why it matters:

• Users can find info faster
• It feels familiar, so it's easier to use
• It looks professional

To keep your formatting uniform:

1. Use the same fonts for similar stuff
2. Keep spacing consistent
3. Use the same rules for lists, tables, and code
4. Stick to one color scheme

Here's what good vs. bad formatting looks like:

Good	Bad
Same header styles	Mixed headers
Uniform bullets	Different bullets
Standard tables	Weird table designs
One color scheme	Random colors

"Consistency isn't just about looks. It's about making your writing clear and simple for readers."

Pro tip: Create a style guide for your team. It'll help everyone follow the same rules when writing or updating the manual.

8. Cover Frequent Problems

Writing about common issues in SaaS user manuals is a must. It helps users and makes your product easier to use. Here's how to do it right:

1. Find the usual suspects

Look at error logs and what users say. This shows you what goes wrong most often. Jonathan DeVore, an Employee Training Specialist, puts it well:

"A good error log will tell you: Who had the problem? Where did it happen? When? What was involved?"

2. Group similar stuff

Put related problems together. It makes finding solutions easier. AWS does this well - their troubleshooting guide has 17 categories.

3. Keep it simple

Explain fixes in plain English. No tech gibberish allowed.

4. Step-by-step is best

Break down complex solutions into easy-to-follow steps.

5. Show, don't just tell

Use pictures or diagrams to show how to fix things.

6. Stay current

As your SaaS changes, so will user problems. Keep your guide up-to-date.

Here's a quick look at common SaaS issues and fixes:

Issue	Fix
Slow	Check internet, try another browser, call your host
Can't log in	Double-check login info, clear cache, try different browser
Lost data	Back up often, use firewalls
Integration problems	Keep API docs current, test in sandbox

9. Be Brief

SaaS user manuals need to be short and sweet. Users want quick info they can use right away. Long-winded explanations? They'll make people give up.

Here's how to keep it snappy:

1. Cut the fluff: Ditch extra words. "In order to" becomes "to."

2. Go active: It's shorter and clearer.

   • Passive: "The settings can be adjusted by clicking the gear icon."
   • Active: "Click the gear icon to adjust settings."

3. Break it up: Short paragraphs, bullets, and tables make scanning easy.

4. Simplify: Break down tough ideas into bite-sized pieces.

5. Stick to essentials: Only include what users NEED to know.

6. Show, don't tell: Use images or short videos instead of long explanations.

Check out this before-and-after:

Wordy	Concise
In order to access your account settings, you will need to navigate to the upper right-hand corner of the screen where you will find a gear icon. Upon clicking this icon, a dropdown menu will appear, presenting you with various options. From these options, you should select "Account Settings" to proceed.	To access account settings: 1. Click the gear icon (top right) 2. Select "Account Settings"

See the difference? The concise version gets straight to the point. That's what users want.

10. Update Often

Your SaaS product changes fast. Your manual should too. Old docs = frustrated users and more support tickets. So, make updating a habit.

Here's how:

1. Sync with releases

Match manual updates to your product releases. New features? Document them ASAP.

2. Use version control

Try Git. It tracks changes and helps team collaboration.

3. Automate when you can

Use tools to speed things up. Automated screenshot tools? They'll catch UI changes quick.

4. Listen to users

Ask users to flag errors or gaps. They'll show you what needs fixing now.

5. Set a review schedule

No big releases? Still check your manual monthly or quarterly. Catch those small tweaks.

Let's see how others do it:

Company	Update Strategy	Result
Buffer	Weekly visual release notes	Users engage more with new features
HubSpot	"What, Why, How" update format	Users get changes better
Notion	Monthly update summary	Users stay informed, not overwhelmed

Updating isn't just adding stuff. It's also cutting old content. Keep your docs lean and relevant.

"Users like knowing what's changed as they use your apps over time."

Remember: fresh docs = happy users.

Conclusion

Clear SaaS user manuals = happy users and fewer support tickets. Here's the recap:

1. Know your audience: Match the manual to your users
2. Organize logically: Make it easy to navigate
3. Use plain language: Keep it simple
4. Add visuals: Show, don't just tell
5. Break down tasks: Step-by-step instructions work best
6. Create a contents page: Help users find stuff fast
7. Keep formatting uniform: Consistency is key
8. Address common issues: Tackle the usual suspects
9. Be concise: Cut the fluff
10. Update often: Keep it fresh

These tips aren't just fluff. They work.

Take this: Whatfix's 2023 survey found 84% of people didn't know how to use many core features in their tech stack. Yikes. Good manuals can fix that.

Tip	Why It Matters
Use plain language	Users actually understand what you're saying
Add visuals	Complex features become crystal clear
Update often	Manual stays useful, users stay happy

Bottom line: A good manual is worth its weight in gold. Just ask Drew Nixon from Marketboomer:

"Whatfix is the ideal way for Marketboomer to communicate training to customers."

Invest in your manual. Your users (and support team) will thank you.

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