Creating User Documentation

Question 1

Provide reasons why PDF files should be used for distributing electronic documentation.

Answer 1

1. Compatibility with more devices and applications.
2. Faster to open larger files.
3. Can’t be easily edited.
4. Looks the same on any device.

Question 2

Where is online help generally located?

Answer 2

Online help, also known as context sensitive help, are complied html files which can be most generally found packaged with the software it came with.

Question 3

Distribute w/ internet or private intranet?

1. Documentation for free media player
2. Documentation for online computer game
3. Documentation for new accounting process at ANZ
4. Documentation for discussing new features of HTML 5
5. Documentation on how to edit the business point-of-sale system
6. Unfinished documentation for a new Xbox One game

Answer 3

1. Internet
2. Internet
3. Private Intranet
4. Internet
5. Private Intranet
6. Private Intranet

Question 4

Provide one reason why organisations should follow a standard when creating user documentation.

Answer 4

So that the documentation is consistent in its structure, content and language depending on the target audience and should be easy to read and understand and also meets the requirements of the organisation.

Question 5

What’s the order of precedence in an organisation of each standard? (Highest to Lowest)

Answer 5

Industry, Organisational, Project.

Question 6

Convert the following from a ‘passive voice’ to an ‘active voice’

1. The application was closed by the user.
2. Text can be set to bold by clicking on the B icon in the menu.
3. Shut down the computer by clicking Start > Power > Shut Down
4. To make sure the CPU doesn’t overheat, clean the fans.
5. When running a virus scan, it’s useful to scan all the hard disk drives in the computer.

Answer 6

1. User closed the application.
2. Click the B icon in the menu to set text to bold
3. Click Start > Power > Shut Down to Shut Down.
4. Clean the fans to ensure the CPU doesn’t overheat.
5. Scan all hard disks when running a virus scan.

Question 7

What’s the correct order in creating user documentation?

Answer 7

1. Review the current system.
2. Create documentation.
3. Gather and analyse feedback.

//++++++++++++++++++++++++++++++++++++++++

1. Gather information
2. Create the documentation
3. Have the version reviewed to make any changes
4. Submit documentation for approval and sign-off

Question 8

What are 3 benefits of using a company intranet?

Answer 8

1. It’s available to the organisation only and those who have access to it.
2. They’re more secure and prevent leaking of information.
3. Can share information safely.

Question 9

How can user documentation be designed for an advanced user?

Answer 9

1. Be brief and concise with the wording used.

2. Have quick reference guides or popups of information that helps them on how to complete specific tasks.

Question 10

How can user documentation be designed for a transfer user?

Answer 10

1. Show them how to navigate the new software.

2. Give them information about how the new software differs from the old.

Question 11

Are ISO standards free for anyone to use?

Answer 11

No you have to pay for them.

Question 12

What’s a way to keep track of the most current version of a document?

Answer 12

Make use of the version number.

Question 13

What are some ways to identify the needs of a user?

Answer 13

1. Ask them
2. See what training they have.
3. See what OS they’re using.
4. Look at the help desk and see what questions they have.

Question 14

What are some pros between style guides and templates?

Answer 14

They save time and in particular they create a more professional and consistent look.

Question 15

What are some cons between style guides and templates?

Answer 15

It’s difficult to make custom changes.

Question 16

What are the two main types of user documentation?

Provide examples for both types.

Answer 16

Electronic and paper-based.

Manuals, online help, booklets, quick reference guides, podcasts, videos, forums etc.

Question 17

What’s the difference between style guides and templates?

Answer 17

Style guides set out the requirements for a document and have minimum requirements that need to be fulfilled.
Templates are pre-formatted documents which are based on style guides.

Question 18

How can user documentation be designed for a novice user?

Answer 18

1. Provide information on basic terms and knowledge required to use the software.
2. Make use of visuals to assist them with completing certain tasks.

Question 19

How can user documentation be designed for a intermediate user?

Answer 19

1. Provide information on how to use the software/product more efficiently.
2. Introduce some more advanced features.

Question 20

Pros and cons of paper based documentation.

Answer 20

PROS

• Easier to use for novice users.
• Don’t need a device/internet to access.
• Can be annotated.

CONS

• More fragile to damage and loss
• More expensive time and money.
• Difficult to make changes
• Not good for environment

Question 21

Pros and cons of electronic documentation.

Answer 21

PROS

• Easier to navigate and share.
• Easily adjustable (font etc.)
• Easily editable (content)
• Always available and can be accessed on many devices
• Less fragile

CONS

• Less secure and can be stolen or hacked.
• Don’t need perms to share, copy or edit.
• Videos take up bandwidth.
• Need a device to access.
• Takes up more storage.

Question 22

What is an instructional manual?

Answer 22

A manual which describes the system, is comprehensive, fully featured, lots of detail, has screenshots and describes how a system might be used.
(Another way of referring to a USER MANUAL)

Question 23

What’s the most important feature of an instructional manual?

Answer 23

Consistency is key.

Question 24

What are four common types of user documentation?

Answer 24

1. Installation Guides
2. Posters
3. Quick Reference Guides
4. Wall Charts

Question 25

How can style guides be useful for a software developer?

Answer 25

1. Their document will be consistent with its appearance and seem more professional. 2. It will save time during the creation of the documentation as they won't have to design the documentation.

Question 26

What is an efficient way to change the IP address for 57 users from static to dynamic?

Answer 26

Start a forum that lists the changes, and let the users create threads and supports each other.

Question 27

List printed documentation that can be commonly found in a Help Desk.

Answer 27

- Contact details - Opening hours - User manuals -> digitally - QRG's - SLAs

Question 28

What are some key features of user manuals?

Answer 28

- Clear navigation/Index - Menus - Images - Glossary

Question 29

Outline 3 features that documentation should have to make them accessible for people with special needs.

Answer 29

1. Braille writing for people with visual impariments. 2. Instructions in a variety of languages 3. Large font so that it's clear to read

Question 30

Who is most likely to need user documentation?

Answer 30

Someone with not a lot of expertise, such as a database input operator. In other cases it can also be experts who need a QRG to refer to.

Question 31

When should signing off user documentation take place?

Answer 31

Once alterations are made to the documentation according to the feedback after it's been reviewed.

Question 32

What are some standards that may be specified in an organisation for producing documentation?

Answer 32

- Having a version number of a file - Include explanations of any industry abbreviations - Having correct punctuation, spelling & grammar

Question 33

Why do organisation have standards for producing user documentation?

Answer 33

So that it's consistent and is easy to navigate for any user.

Question 34

Why does documentation need to be signed off?

Answer 34

To ensure that it's been approved and that it is ready or not to be published.

Question 35

What's the most important feature of a manual for installing an accounting software?

Answer 35

Screenshots, spelling & grammar.