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User Focus: Hrishik and William

Proper user documentation is important so users understand how to use software programs. Without documentation, users may not understand a program's functions or be able to use all its features. There are two types of documentation: internal documentation for developers and external user manuals. User manuals should explain each program component, provide troubleshooting steps, and be organized into clear sections. Effective documentation methods include manuals, email support, embedded help, FAQs, live chat, online portals, and remote desktop assistance.

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Willam Surya
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36 views8 pages

User Focus: Hrishik and William

Proper user documentation is important so users understand how to use software programs. Without documentation, users may not understand a program's functions or be able to use all its features. There are two types of documentation: internal documentation for developers and external user manuals. User manuals should explain each program component, provide troubleshooting steps, and be organized into clear sections. Effective documentation methods include manuals, email support, embedded help, FAQs, live chat, online portals, and remote desktop assistance.

Uploaded by

Willam Surya
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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USER FOCUS

Hrishik and William


Goals

ter my presentation, you should be able to


Importance of proper user documentation.

Describe the way proper documentation affects


implementation.

Suggest various methods of user documentation.

Describe the proposed documentation affect


implementation.
The Use of Documentation

Intricate problems require complex programs to solve. In addition,


the user’s thinking may differ from the developer’s, therefore, the
user may not understand how the program functions.

If the user doesn’t understand how the program functions, then


he/ she may not be able to use all the functions in the program.
Even specialized technicians may not be able to set up new
systems properly for the users.

These shortcomings can be avoided by external documentation, it


is a user manual that explains every component of the product.

A neat and systematic software development procedure ensures


that all supporting documents are provided for the users in an
orderly manner. There are 2 types of documentation: Internal and
External documentation.
Internal Documentation

al documentation are the features and details of the code being used. Proper internal documentation has:
Appropriate module headers.

Appropriate comments.

Useful and meaningful variable names.

Useful module, classes, methods and function headers.

Appropriate code indentation.

Appropriate code structuring.

Appropriate use of enumerated types.

Appropriate use of constant identifiers.

Appropriate use of data types defined by the user


very difficult for the user to understand the source code without the documentations.
External Documentation

nal documentation is a separate document given to the users. It is usually in the form
User’s manual/ guide

Software requirements specification


document

Detailed description of the design

Implementation features of the program

Test document
l of these documents are provided to the users along with the program.
User Documentation

xternal documents should contain steps that allow the user to troubleshoot their program and
r assistance if the user is still unable to fix his program. The document should be well structur
ategorized into the different sections as below:
Manuals

Email Support

Embedded Assistance/ Integrated user assistance

Frequently asked questions

Live chat sessions

Online portals/ Web portals

Remote desktop connections


document can be in a written or in an online form, with the latter allowing the user to utilize th
ment faster and with ease.
Methods of Providing Documentation

Manuals - It is a guide that can be in the written or online form, the


written form allows the user to read the manual without the use of a
device and the online form allows the user to utilize multimedia
functions.

Email support - It is a form of documentation that allows users to


contact the support team with a query that will be replied with
answers at a certain date.

Embedded Assistance or Integrated user Assistance - It is a form of


documentation that is already installed in the program, it usually
comes out as speech bubbles when the user hovers over an icon with
a mouse. This type of documentation is effective as it is context-
specific, task specific and does not require users to describe the
problem.

FAQ (Frequently Asked Questions) - It is a set of normally asked


questions that the developer expects the user to have, answered
before hand so that the user can understand how to fix the problem.
Methods of Providing Documentation

Live Chat Sessions - It asks the user to describe the problem and
then, they will come up with a solution to the problem. Unlike
email support, the answer will be instant, which is useful in
emergency situations.

Online support - Online support can be provided depending on


what is being documented. Moreover, web portals provide
updated manuals and ‘FAQ section’ pages . 

Remote Desktop Connections(RDC) - This function permits a


expert from any corner of the world to access the user’s PC via
the Internet and control it. This option is best used when the
user is quite inexperienced. RDC has security risks since the
 

specialist is allowed full access to the user’s system.

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