scope:

The present document provides guidelines for the development, presentation, and evaluation of user education such as paper-based user guides or digital help systems for mobile terminals and services. The aim of the present document is to provide generic and specific guidelines, based on stakeholder and expert consensus that help increase the uptake and usage of mobile terminals and services for available and emerging mobile infrastructures.

Appropriate examples of best practices are provided to ensure that users will receive user instructions and other guidance that are appropriate for their level of expertise and abilities, using media or a combination of media that benefits the largest range of users; and that are structured in a way to offer an excellent user experience.

An integrated Design-for-All approach has been adopted throughout the present document, taking into account the needs and requirements of children, older users and users with disabilities. It is acknowledged, however, that some users with very extensive and complex disabilities may have requirements beyond the level addressed in the present document. Furthermore, mechanisms for user instructions documents are explored that facilitate the production of specific versions of user guides, addressing users with specific requirements.