Logout

1.1.9

Evaluate different methods of providing user documentation.

 

Teaching Note:

Examples should include methods such as: help files, on-line support and printed manuals.

S/E The quality of user documentation can affect the rate of implementation of the new system.


 

Sample Question (former curriculum):

3. State three items of documentation that are usually included in a software package. [3 marks]

From Sample Paper 1- 2014:

 

JSR Notes:

Help Files

These are files that are part of the application itself. Usually they are accessed through a Help menu. Often, if the keyword searched for is key to other menu items, those items will be highlighted

Pros:

Cons:

 

Online Support

By this we are referring to everything that is accessible via a browser on the Internet, including YouTube videos.

Pros:

 

Cons:

 

Online Tutorials

Tutorials give an introduction to the basic concepts of the program/system, and are usually accessible via the Internet. Tutorials are offered by a variety of third party companies, such as Lynda.com and Coursera, along with the actual software producing companies, such as Apple or Adobe.

Computer-Assisted Instruction (CAI), Computer-Assisted Learning (CAL), or Computer-Based Training (CBT) are all terms used to describe different varieties of these types of tutorials, in which users can learn the software on-line at their own pace. 

Pros:

Cons:

 

Printed Manuals

Pros:

 

Cons:

 

 

 

Other Methods for Support

(Though these are not exactly user documentation)

Phone tech support - done well this is great, done poorly, it only leads to frustration.

Chat - some is quite good. Response time, and quality of responses are both key factors to proper implementation.

 

 

WikiBooks.org **