ISO/IEC/IEEE 26512:2011

INTERNATIONAL ISO/IEC/
STANDARD IEEE
First edition
2011-06-01
Systems and software engineering —
Requirements for acquirers and suppliers
of user documentation
Ingénierie du logiciel et des systèmes — Exigences pour acquéreurs et
fournisseurs de documentation utilisateur

Reference number
©
ISO/IEC 2011
©
IEEE 2011
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Contents Page
Foreword .v
Introduction.vi
1 Scope.1
2 Conformance .2
2.1 Definition of conformance.2
2.2 Conformance situations .3
3 Normative references.3
4 Terms and definitions .3
5 User documentation within a system/software life cycle.8
5.1 Software documentation management process .8
5.2 Information management process.9
6 User documentation agreement processes within a system/software life cycle .10
6.1 User documentation acquisition process.10
6.1.1 Purpose of the acquisition process .10
6.1.2 Outcomes of the acquisition process .11
6.2 User documentation acquisition activities and tasks .11
6.2.1 Acquisition preparation .11
6.2.2 Supplier selection.13
6.2.3 Contract agreement.13
6.2.4 Contract management and monitoring .13
6.2.5 Acquirer acceptance .14
6.2.6 Acquisition closure .14
6.3 User documentation supply process .14
6.3.1 Purpose of the supply process.14
6.3.2 Outcomes of the supply process.14
6.4 User documentation supply activities and tasks.14
6.4.1 Opportunity identification and evaluation .15
6.4.2 Proposal preparation .15
6.4.3 Contract agreement.15
6.4.4 Contract execution .15
6.4.5 Product/service delivery and support.17
6.4.6 Closure .17
7 Defining user documentation requirements and constraints.18
7.1 Aspects of requirements and constraints .18
7.2 Schedule constraints .18
7.3 Usability requirements.19
7.4 Product modification requirements.19
7.5 Localization and translation requirements.20
7.6 Legal requirements .20
7.7 Security requirements.21
7.8 Standards and conventions .21
7.9 Quality management requirements .21
8 User Documentation Specification.21
9 User documentation Statement of Work.22
10 Request for Proposal .23
10.1 Request for Proposal topics .23
10.2 Project objectives.23
© ISO/IEC 2011 – All rights reserved
© IEEE 2011 – All rights reserved iii

10.3 Requirements for supporting processes .24
10.4 Supplier capabilities and experience.24
10.5 Instructions for bidders .24
10.6 List of deliverable user documentation products or services .24
10.7 Terms and conditions .25
10.8 Proposal evaluation criteria.25
11 Documentation proposal .25
11.1 Documentation proposal contents .25
11.2 Understanding of requirements .26
11.3 Scope of the project .26
11.4 Processes .27
11.5 Experience, capabilities, and available resources.27
11.6 Schedule .28
11.7 Deliverables.28
11.8 Price proposal.28
Annex A (informative) Requirements clauses and checklist for acquirers.29
Annex B (informative) Requirements clauses and checklist for suppliers.34
Bibliography .37

© ISO/IEC 2011 – All rights reserved
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Foreword
ISO (the International Organization for Standardization) and IEC (the International Electrotechnical
Commission) form the specialized system for worldwide standardization. National bodies that are members of
ISO or IEC participate in the development of International Standards through technical committees established
by the respective organization to deal with particular fields of technical activity. ISO and IEC technical
committees collaborate in fields of mutual interest. Other international organizations, governmental and non-
governmental, in liaison with ISO and IEC, also take part in the work. In the field of information technology, ISO
and IEC have established a joint technical committee, ISO/IEC JTC 1.
IEEE Standards documents are developed within the IEEE Societies and the Standards Coordinating
Committees of the IEEE Standards Association (IEEE-SA) Standards Board. The IEEE develops its standards
through a consensus development process, approved by the American National Standards Institute, which
brings together volunteers representing varied viewpoints and interests to achieve the final product. Volunteers
are not necessarily members of the Institute and serve without compensation. While the IEEE administers the
process and establishes rules to promote fairness in the consensus development process, the IEEE does not
independently evaluate, test, or verify the accuracy of any of the information contained in its standards.
International Standards are drafted in accordance with the rules given in the ISO/IEC Directives, Part 2.
The main task of ISO/IEC JTC 1 is to prepare International Standards. Draft International Standards adopted
by the joint technical committee are circulated to national bodies for voting. Publication as an International
Standard requires approval by at least 75 % of the national bodies casting a vote.
Attention is called to the possibility that implementation of this standard may require the use of subject matter
covered by patent rights. By publication of this standard, no position is taken with respect to the existence or
validity of any patent rights in connection therewith. ISO/IEEE is not responsible for identifying essential
patents or patent claims for which a license may be required, for conducting inquiries into the legal validity or
scope of patents or patent claims or determining whether any licensing terms or conditions provided in
connection with submission of a Letter of Assurance or a Patent Statement and Licensing Declaration Form, if
any, or in any licensing agreements are reasonable or non-discriminatory. Users of this standard are expressly
advised that determination of the validity of any patent rights, and the risk of infringement of such rights, is
entirely their own responsibility. Further information may be obtained from ISO or the IEEE Standards
Association.
technology, Subcommittee SC 7, Software and systems engineering, in cooperation with the Software and
Systems Engineering Standards Committee of the IEEE Computer Society, under the Partner Standards
Development Organization cooperation agreement between ISO and IEEE.
This first edition of ISO/IEC/IEEE 26512 cancels and replaces ISO/IEC 15910:1999, which has been
technically revised.
© ISO/IEC 2011 – All rights reserved
© IEEE 2011 – All rights reserved v

Introduction
This International Standard was developed to assist users of ISO/IEC 15288:2008 (IEEE Std 15288-2008) or
ISO/IEC 12207:2008 (IEEE Std 12207-2008) to acquire or supply software user documentation and
documentation services as part of the software life cycle processes. It defines the documentation process
from the acquirer’s standpoint and the supplier’s standpoint. The accurate description of the requirements for
user documentation is essential in order to ensure that the documentation meets the needs of its users. This
International Standard addresses the identification, definition, and fulfillment of user documentation
requirements as part of the acquisition and supply processes.
This International Standard covers the requirements for information items used in the acquisition of user
documentation products: the Acquisition Plan, Document Specification, Statement of Work, Request for
Proposals, and the Proposal. It also discusses the use of a Documentation Management Plan and a
Document Plan as they arise in the acquisition and supply processes.
This International Standard is independent of the software tools that can be used to produce documentation,
and applies to both printed documentation and on-screen documentation. Much of its guidance is applicable to
user documentation for systems including hardware as well as software.
Earlier standards tended to view the results of the documentation process as a single book or multi-volume
set: a one-time deliverable. Increasingly, documentation acquirers and suppliers recognize that most user
documentation is now produced from managed re-use of previously developed information (single-source
documentation) adapted for new software versions, or presentation in various on-screen and printed media.
While this International Standard does not describe how to set up a content management system, it is
applicable for documentation organizations practising single-source documentation, as well as for acquirers
and suppliers of one-time deliverables.
Anyone who uses application software needs accurate information about how the software will help the user
accomplish a task. The documentation can be the first tangible item that the user sees, and so influences the
user’s first impressions of the software product. If the information is supplied in a convenient form and is easy
to find and understand, the user can quickly become proficient at using the product. Therefore, well-designed
documentation not only assists the user and helps to reduce the cost of training and support, but also
enhances the reputation of the product, its producer, and its suppliers.
Although software developers intend to design user interfaces that behave so intuitively that very little
separate documentation is needed, this is rarely possible. Today’s software offers increasingly robust
functionality, not only within applications, but also across applications which intelligently exchange information
with one another. Further, most software includes underlying rules and calculations, or algorithms that affect
the results a user can obtain when using the software. These underlying programming mechanics are
discernable by users, but only through laborious testing. For these and other reasons, user documentation
remains an essential component of usable software products.
Documentation is often regarded as something done after the software has been implemented. However, for
high-quality software documentation, its development needs to be regarded as an integral part of the software
life cycle. In fact, quality documentation or information management services are important enough to require
specific planning.
Related standards for those acquiring and supplying software user documentation include
ISO/IEC 26514:2008 (IEEE Std 26514-2010), Systems and software engineering — Requirements for
designers and developers of user documentation, and ISO/IEC 26513:2009 (IEEE Std 26513-2010), Systems
and software engineering — Requirements for testers and reviewers of user documentation. Other
International Standards are in preparation or planned to address the documentation and information
management processes from the viewpoint of managers and agile projects.
© ISO/IEC 2011 – All rights reserved
vi © IEEE 2011 – All rights reserved

This International Standard is consistent with ISO/IEC 12207:2008 (IEEE Std 12207-2008) as an
implementation of the Acquisition and Supply processes, which comprise the Agreement processes, and of
the Information Management and Software Documentation Management Processes.
This International Standard is intended for use in all types of organizations, whether they have a dedicated
documentation department or not. It can be used as a basis for local standards and procedures. Readers are
assumed to have experience or knowledge of general agreement processes for acquisition and supply of
products and services.
The order of clauses in this International Standard does not imply that the acquisition activities need to be
performed in this order, nor that documentation needs to be developed in this order or presented to the user in
this order.
In each clause, the requirements are media-independent, as far as possible.
The checklists in Annexes A and B can be used to track conformance with the requirements of this
International Standard for acquirers and suppliers of documentation products.
The Bibliography contains references to source material used in the development of this International
Standard, as well as sources of additional information that might be useful to acquirers and suppliers.

© ISO/IEC 2011 – All rights reserved
© IEEE 2011 – All rights reserved vii

INTERNATIONAL STANDARD ISO/IEC/IEEE 26512:2011(E)

Systems and software engineering — Requirements for
acquirers and suppliers of user documentation
1 Scope
This International Standard supports the interest of software users in having consistent, complete, accurate,
and usable documentation. It addresses both available approaches to standardization: a) process standards,
which specify the way that documentation products are to be acquired and supplied; and b) documentation
product standards, which specify the characteristics and functional requirements of the documentation.
As defined in ISO/IEC 12207:2008 (IEEE Std 12207-2008) and ISO/IEC 15288:2008 (IEEE Std 15288-2008),
the acquisition and supply activities comprise the agreement processes of the software life cycle. Acquisition
and supply of user documentation and user documentation services are specializations of those processes.
User documentation services can be acquired and supplied for any part of the software documentation
management or information management process, such as:
• documentation or information management;
• information design and development;
• documentation editing and review coordination;
• documentation testing, particularly usability testing;
• documentation production and packaging;
• documentation distribution and delivery;
• advice on the selection and implementation of documentation tools and supporting systems;
• documentation process improvement.
This International Standard provides an overview of the software user documentation and information
management processes which may require acquisition and supply of software user documentation products
and services. It applies the Agreement processes (acquisition and supply) to software user documentation,
and addresses the preparation of requirements for software user documentation. These requirements are
central to the user documentation specification and Statement of Work discussed in this International
Standard. This International Standard also addresses requirements for primary document outputs of the
acquisition and supply process: the Request for Proposal and the Proposal for user documentation products
and services.
This International Standard is intended for use in acquiring or supplying either printed or electronic (on-screen)
documentation. It is independent of documentation development or management tools or methodologies.
This International Standard might be helpful for acquiring and supplying the following types of documentation,
although it does not cover all aspects of them:
• documentation of products other than software;
• multimedia systems using animation, video, and sound;
© ISO/IEC 2011 – All rights reserved
© IEEE 2011 – All rights reserved 1

• computer-based training (CBT) packages and specialized course materials intended primarily for use
in formal training programs;
• maintenance documentation describing the internal operation of systems software;
• documentation incorporated into the user interface.
This International Standard is applicable to acquirers and suppliers of user documentation, including a variety
of specialists:
• business analysts who identify the tasks that the intended users will perform with the software;
• managers of the software development process or the documentation process;
• managers of the acquisition process, and those who authorize and approve acquisitions;
• managers and authors involved in proposal preparation.
It can also be consulted by those with other roles and interests in the documentation process:
• information designers and architects who plan the structure, format, and content requirements of
documentation products in a documentation set or web-accessible suite;
• experienced authors and editors who develop the written content for user documentation;
• graphic designers with expertise in electronic media;
• user interface designers and ergonomics experts working together to design the presentation of the
documentation on the screen;
• usability testers, documentation reviewers, subject matter experts;
• developers of tools for creating on-screen documentation.
2 Conformance
This International Standard may be used as a conformance or a guidance document for projects and
organizations claiming conformance to ISO/IEC 15288:2008 (IEEE Std 15288-2008) or ISO/IEC 12207:2008
(IEEE Std 12207-2008).
2.1 Definition of conformance
This International Standard is meant to be tailored so that only necessary and cost-effective requirements are
applied. Tailoring may take the form of specifying approaches to conform to the requirements of this
International Standard, or altering its recommendations to reflect the particular software and documentation
product or service more explicitly. The acquirer may involve other parties, including potential suppliers or any
necessary third parties (such as regulators), before contract award, in determining the acquirer’s requirements
for tailoring of this International Standard for the project. Annex A (normative) of ISO/IEC 12207:2008
(IEEE Std 12207-2008) describes the Tailoring Process. Tailoring decisions made by the acquirer should be
specified in the contract.
NOTE The acquirer determines whether the term “contract” or “agreement” is to be used in the application of this
International Standard.
© ISO/IEC 2011 – All rights reserved
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Throughout this International Standard, “shall” is used to express a provision that is binding, “should” to
express a recommendation among other possibilities, and “may” to indicate a course of action permissible
within the limits of this International Standard.
Use of the nomenclature of this International Standard for the parts of user documentation (that is, chapters,
topics, pages, screens, windows) is not required to claim conformance.
2.2 Conformance situations
Conformance may be interpreted differently for various situations. The relevant situation shall be identified in
the claim of conformance:
a) When conformance is claimed for an organization, the organization shall make public a document
declaring its tailoring of the acquisition or supply process.
b) When conformance is claimed for a project using user documentation services, the project plans or
the contract shall document the tailoring of the documentation management process.
NOTE 1 One possible way for an organization to deal with clauses that cite “the documentation plan” is to specify that
they shall be interpreted in the project plans for any particular documentation project.
NOTE 2 A project’s claim of conformance is typically specified with respect to the organization’s claim of conformance.
This International Standard may be included or referenced in contracts or similar agreements when the parties
(called the acquirer and the supplier) agree that the supplier will deliver documentation in accordance with this
International Standard. It may also be adopted as an in-house standard by a project or organization that
decides to acquire documentation from another part of the organization in accordance with this International
Standard.
3 Normative references
The following referenced documents are indispensable for the application of this document. For dated
references, only the edition cited applies. For undated references, the latest edition of the referenced
document (including any amendments) applies.
ISO/IEC 12207:2008 (IEEE Std 12207-2008), Systems and software engineering — Software life cycle
processes
ISO/IEC 15288:2008 (IEEE Std 15288-2008), Systems and software engineering — System life cycle
processes
ISO/IEC/IEEE 24765:2010, Systems and software engineering — Vocabulary
4 Terms and definitions
For the purposes of this document, the terms and definitions given in ISO/IEC/IEEE 24765:2010 and the
following apply.
4.1
accessibility
usability of a software or documentation product, service, environment, or facility by people with the widest
range of capabilities
[ISO/IEC 26514:2008]
NOTE Although “accessibility” typically addresses users who have disabilities, the concept is not limited to disability
issues.
© ISO/IEC 2011 – All rights reserved
© IEEE 2011 – All rights reserved 3

4.2
analysis
investigation and collection phase of development that aims to specify types of users and their informational
needs
[ISO/IEC/IEEE 24765:2010]
4.3
audience
category of users sharing the same or similar characteristics and needs (for example, reason for using the
documentation, tasks, education level, abilities, training, experience)
NOTE There can be different audiences for documentation (for example, management, data entry, maintenance) that
determine the content, structure, and use of the documentation.
[ISO/IEC 26514:2008]
4.4
change control procedure
actions taken to identify, document, review, and authorize changes to a software or documentation product
that is being developed
NOTE The procedures ensure that the validity of changes is confirmed, that the effects on other items are examined,
and that those people concerned with the development are notified of the changes.
[ISO/IEC 26514:2008]
4.5
configuration management
discipline applying technical and administrative direction and surveillance to
⎯ identify and document the functional and physical characteristics of a configuration item,
⎯ control changes to those characteristics,
⎯ record and report change processing and implementation status, and
⎯ verify compliance with specified requirements
4.6
critical information
information describing the safe use of the software, the security of the information created with the software,
or the protection of the sensitive personal information created by or stored with the software
[ISO/IEC 26514:2008]
4.7
customization
adaptation of a software or documentation product to the needs of a particular audience
[ISO/IEC 26514:2008]
4.8
design
〈documentation〉 stage of documentation development that is concerned with determining what documentation
will be provided in a product and what the nature of the documentation will be
[ISO/IEC 26514:2008]
© ISO/IEC 2011 – All rights reserved
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4.9
development
〈documentation〉 activity of preparing documentation after it has been designed
[ISO/IEC 26514:2008]
4.10
document
separately identified piece of documentation which could be part of a documentation set
[ISO/IEC 26514:2008]
4.11
document set
collection of documentation that has been segmented into separately identified volumes or files for ease of
distribution or use
[ISO/IEC 26514:2008]
4.12
documentation
information that explains how to use a software product
[ISO/IEC 26514:2008]
NOTE The information may be provided as separate documentation or as embedded documentation (or both). In this
International Standard, the term “documentation” is synonymous with the terms “user documentation” and “software user
documentation.” Other forms of documentation (for example, “system documentation”) are clearly identified as such.
EXAMPLES Printed manuals, on-screen information, standalone online help.
4.13
embedded documentation
documentation that is accessed as an integral part of software (see also separate documentation)
[ISO/IEC 26514:2008]
EXAMPLES Pop-up help, help text on a screen.
4.14
escrow
source code and documentation that is kept in the custody of a third party until specified contractual conditions
have been fulfilled
[ISO/IEC 26514:2008]
4.15
illustration
graphic element set apart from the main body of text and normally cited within the main text
NOTE In this International Standard, the term “illustration” is used as the generic term for tables, figures, exhibits,
screen captures, flow charts, diagrams, drawings, icons, and other types of graphics.
[ISO/IEC 26514:2008]
4.16
implementation
〈documentation〉 activity during which user documentation is created according to the design, tested, and
revised
© ISO/IEC 2011 – All rights reserved
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4.17
internationalization
process of developing information so that it is suitable for an international audience
[ISO/IEC 26514:2008]
cf. localization (4.18)
4.18
localization
creation of a national or specific regional version of a product
[ISO/IEC 26514:2008]
cf. internationalization (4.17)
NOTE Localization can be performed separately from the translation process.
4.19
menu
〈on-screen documentation〉 list of topics from which the user can choose
[ISO/IEC 26514:2008]
4.20
on-screen documentation
documentation that is intended to be read on the screen by the user while using the software
[ISO/IEC 26514:2008]
EXAMPLES Pop-up help, help text on a screen.
4.21
printed documentation
documentation that is either provided in printed form, or provided in electronic form for the customer or user to
print
[ISO/IEC 26514:2008]
4.22
process
set of interrelated or interacting activities which transform inputs into outputs
[ISO 9000:2005]
4.23
product
complete set of software and documentation
[ISO/IEC 26514:2008]
4.24
product authority
person or persons with overall responsibility for the capabilities and quality of a product
[ISO/IEC 26514:2008]
4.25
project
set of activities for developing a new product or enhancing an existing product
[ISO/IEC 26514:2008]
© ISO/IEC 2011 – All rights reserved
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4.26
project manager
person with overall responsibility for the management and running of a project
[ISO/IEC 26514:2008]
4.27
quality management
coordinated activities to direct and control an organization with regard to quality
[ISO/IEC TR 19759:2005]
4.28
separate documentation
documentation that can be used independently of the software
[ISO/IEC/IEEE 24765:2010]
EXAMPLE Printed manuals and standalone hypertext systems.
4.29
software
program or set of programs used to run the computer
[ISO/IEC 26514:2008]
NOTE For the purposes of this International Standard, the term “software” does not include on-screen documentation.
4.30
style
set of language-specific editorial conventions covering grammar, terminology, punctuation, capitalization, and
word choice of documentation
[ISO/IEC 26514:2008]
4.31
technical contact
person responsible for providing a documentation developer with technical information about a software
product or for checking the technical accuracy of drafts of documentation
[ISO/IEC 26514:2008]
4.32
topic
small part of a document that deals with a single subject
[ISO/IEC 26514:2008]
NOTE In printed documentation, a topic is equivalent to a section (heading, subheading) and its content. In
on-screen documentation, a topic consists of a title (heading) and information about a subject (typically, a task or a
concept or reference information). For on-screen documentation, the system might present a topic without user
intervention.
EXAMPLE Instructions on how to print the current document.
4.33
tutorial
instructional procedure in which the user exercises software functions often using sample data that is supplied
with the software or documentation
[ISO/IEC 26514:2008]
© ISO/IEC 2011 – All rights reserved
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4.34
usability
extent to which a software or documentation product can be used by specified users to achieve specified
goals with effectiveness, efficiency, and satisfaction in a specified context of use
[ISO/IEC 25062:2006]
4.35
user
person who performs one or more tasks with software; a member of a specific audience
[ISO/IEC 26514:2008]
4.36
user documentation
information to describe, explain, or instruct how to use software
[ISO/IEC 26514:2008]
4.37
user interface
ensemble of software and hardware that allows a user to interact with a computer system
[ISO/IEC 26514:2008]
5 User documentation within a system/software life cycle
5.1 Software documentation management process
Acquirers and suppliers of user documentation work within the life cycle of the software product. Life cycle
processes are defined in ISO/IEC 12207:2008 (IEEE Std 12207-2008). Clause 7.2.1 of ISO/IEC 12207:2008
(IEEE Std 12207-2008) describes the activities of the software documentation management process as
process implementation; design and development; production; and maintenance. The Contract shall specify
which of the Software Documentation Management process activities are required:
• process implementation, which includes setting objectives; project planning, management, and control;
preparation of a documentation plan;
• analysis and design, which includes preparing the documentation designs for the project; collecting
information about the software product and users, their tasks, and their needs for information, and
designing documentation based on those needs;
• development and review, which includes structuring the content for usability, applying the
documentation design by creating the written and graphic content, implementing the information in the
specified media, and evaluating the user documentation with the rest of the product;
• production, which includes the integration, preparation, reproduction, and packaging and delivery of the
documentation;
• maintenance, which includes keeping the documentation accurate throughout the software product life
cycle, including modifications for improved usability.
Development of the user documentation should be part of the same processes as the software product life
cycle, and ideally performed in conjunction with development of the software, so that the software and the
user documentation may be acquired and maintained together. The specification of all the documentation,
including on-screen documentation and printed documentation, should be a part of the development of the
software product as a whole, not a separate exercise. Although accurate user documentation cannot be
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completed until the software product has been fully developed, the user documentation and the software
product both benefit from concurrent development.
NOTE Software systems documentation prepared by software developers is rarely suitable for end user
documentation, as it describes how the software functions rather than providing instructions for user tasks.
For simplicity, the life cycle stages are presented as if there were a clear starting point for developing
documentation and a clear end point. There is not a single sequence of activities, however, that can be
followed in all cases for all products and all types of information. For example, design and implementation
activities for on-screen documentation are very closely inter-linked, as are analysis and design, and the way
they link together varies between projects.
The classic documentation development process applies to the life cycle of a single new software product with
a single new user manual, but it is much more likely that software and user documentation are designed and
developed under more complex circumstances, such as the following:
• A previously documented software product is being upgraded, offered in a new version or on different
operating system platforms, or customized as part of system integration, and previous documentation
must be revised.
• Previous documentation must be converted to a different format or different media, or in different
languages or versions, such as tutorials, online help, or advanced reference guides.
• Previous documentation must be adapted or used as models for different software products acquired
or supplied by an organization.
Acquiring documentation is greatly assisted by the presence of other documentation produced during the
software life cycle, such as a documentation plan, system design document, system test plan, release records,
and problem reports. Other documentation specific to the documentation process may be useful, such as style
guides and organizational procedures for information management and documentation reviews.
NOTE ISO/IEC 15289:2006, Systems and software engineering — Content of systems and software life cycle
process information products (Documentation), provides recommended comments for the required documents throughout
a system/software life cycle.
5.2 Information management process
Rather than focusing on supplying a single book or help system, user documentation acquirers and suppliers
perform their tasks to support the Information Management process, whose activities are defined in
ISO/IEC 15288:2008 (IEEE Std 15288-2008), Systems and software engineering -– System life cycle
processes, Clause 6.3.6.3, and in Figure 1 below. The Contract shall specify which of the Information
Management process activities are required.

Information Management Process
a) Define the items of information that will be managed during the system life cycle and, according to
organizational policy or legislation, maintained for a defined period beyond.
b) Designate authorities and responsibilities regarding the origination, generation, capture, archiving and
disposal of items of information.
c) Define the rights, obligations and commitments regarding the retention of, transmission of and access to
information items.
NOTE Due regard is paid to information and data legislation, security and privacy, such as ownership, agreement
restrictions, rights of access, intellectual property and patents. Where restrictions or constraints apply, information is
identified accordingly. Staff having knowledge of such items of information are informed of their obligations and
responsibilities.
Figure 1 (Sheet 1 of 2) – The information management process
© ISO/IEC 2011 – All rights reserved
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d) Define the content, semantics, formats and medium for the representation, retention, transmission and
retrieval of information.
NOTE The information may originate and may terminate in any form (e.g., verbal, textual, graphical, numerical) and
may be stored, processed, replicated and transmitted using any medium (e.g., electronic, printed, magnetic, optical). Pay
due regard to organization constraints, e.g., infrastructure, inter-organizational communications, distributed project
working. Relevant information storage, transformation, transmission and presentation standards and conventions are used
according to policy, agreements and legislation constraints.
e) O
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