This paper describes the issues encountered, the approach chosen and the lessons learned at SWIFT, where the documentation department recently decided to distribute its end-user documentation through the web. SWIFT is the financial industry-owned co-operative supplying secure, standardized messaging services and interface software to 7,800 financial institutions in more than 200 countries. SWIFT's worldwide community includes banks, broker/dealers and investment managers, as well as their market infrastructures in payments, securities, treasury and trade. The Human Interface Group, one of the largest usability consultancy providers in Europe, helped SWIFT getting started with a new documentation concept.
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