Technical documentation is at a tipping point. New legal requirements, digital platforms and the use of artificial intelligence are changing the way information is created, distributed and used. At the same time, people as users will still be the measure of all things – because technology is only as good as it works in everyday life and how it actually reaches these users.

Digitisation
The new EU Machinery Regulation now makes it possible for the first time to provide instructions for use and safety information in a fully digital form. Information that was previously supplied in thick manuals can now be made available in a structured, legally compliant way and can be accessed at any time. For manufacturers this not only lowers printing costs, but also means perceptibly more flexibility, as content can be updated in a flash, supplemented as required and sent directly to customers around the globe.

Modern service portals play a central role in this process. They are no longer simply digital PDF archives, but powerful platforms that are directly linked to content management systems. Amendments to the original document are therefore automatically available online – for all users, on all devices and in all relevant languages. This not only minimises the administrative workload, but also makes sure that service technicians, operators and end users are always able to work with the latest information.
A particularly interesting option is to link these portals with online spare parts catalogues. The respective machine information can then be accessed directly from a spare parts drawing – or vice versa. Customers ordering a spare part also receive the corresponding installation instructions. This minimises incorrect orders and speeds up repairs. In practice this can mean that a technician at the site can go from the catalogue to the illustrated step-by-step instructions with just a few clicks – without time-consuming searches.
 

Possible uses for artificial intelligence
While digital information mainly focuses on the form of documentation, artificial intelligence is increasingly changing the entire creation process. AI powered systems are already helping to optimise texts, checking syntax, improving comprehensibility and making sure that technical terms are used consistently. This not only minimises proofreading, but also ensures that complex content is more accessible to readers.

If texts require translation, AI-assisted programmes combined with post-editing by experienced specialist translators make the supply of multilingual documents significantly faster. This means that products can be launched on international markets more quickly without any loss of linguistic quality or technical precision.
AI also assists the integration of supplier documentation, as components can be automatically identified, classified and incorporated into the respective structure. Maintenance plans can also be generated using existing texts and tables by extracting relevant information and summarising it in a clear form.

Chatbots and LLM-based systems are another field of application. They make it possible to ask an operating manual direct questions, such as: "The temperature sensor in the heating chamber is defective. How do I dismantle it?" – and then immediately receive precise instructions on how to proceed. This creates new opportunities for service hotlines, training courses and self-service portals.

Last but not least, AI can automate the assignment of metadata. Content is prepared in such a way that it can be collated individually for each type of machine and output selectively in content delivery portals. This saves time and enhances the relevance of the information provided.

Focus on people
In spite of all the technical possibilities, one thing should not be forgotten: The best solution is worthless if it does not succeed in fulfilling the everyday needs of users. Not everyone has experience in dealing with complex portals, chatbots or 3D models. There are also very practical hurdles – bright sunshine makes it difficult to read displays, touchscreens do not react to dirty hands and detailed drawings are almost impossible to view on small smartphone screens.
This is precisely why target group analysis is more important than ever. Who uses the information, in which environment and with which level of knowledge? A service technician in the machine room has completely different needs to a purchaser in the office or an end user at home. Successful documentation projects take these differences into account from the very beginning – and select the format, scope and presentation accordingly.
A well-designed media concept is still essential. Digital portals and HTML manuals are advantageous with their fast availability and flexible navigation, printed manuals are often indispensable in harsh environments and repair videos illustrate complex work processes more effectively than any description. Augmented reality applications will also become more widely established in the future – AR glasses can display instructions directly in the field of vision of the wearer, which is an advantage when both hands are needed to perform a task.