How do I specify support information for the web-based system?

 

This stage is concerned with specifying all of the documentation for a new web-based information system. Remember that the majority of users will not have experienced the system before, and it will not be possible to answer all of their queries. Similarly, the level of support at the training and implementation stages will naturally reduce as the system is used over a period of time, though users will still have difficulties to resolve. The development of a comprehensive resource can help considerably here, as answers to popular queries can be documented. We often see quite informal 'Frequently Asked Questions' pages when we trawl the web - with some organisation, this may be suitable to answer all of the basic queries.

 

Have a look at some of the activities below:

 

  • Review the minimum set of documentation standards that were used previously by the organisation, and verify which category of user they were aimed at
  • Prepare the technical environment that will be used to develop the system guides and ensure that the various software tools that are required to create the guides are properly installed and configured
  • Complete the final version of the following system documentation guides:
    • User guide
    • Online help guide
    • Technical reference guide
  • Conduct a walk-through of the system documentation deliverables for completeness, accuracy, consistency and ease of use

 

Learning Activity:

 

Using the questions and answers below, create a web-based online help system that contains FAQs. Create a summary of the questions at the top of the document, that are hyperlinked to answers further down the page.

 

1.

Q. How do I check easily if my XML document is well-formed?

A. Open the file in an internet browser that contains a XML parser such as Internet Explorer version 6.

2.

Q. When I run my ASP file from within a browser, I still get the same error even though I've changed the code.

A. First of all check that a previous version of the code is not cached in the browser. To do this, press function key 'F5' on the keyboard, and then re-run the file. If you are still getting the same error, close down the browser and start it up again. Failing that, check that you have sent the correct version of the ASP file to your remote server.

3.

Q. Sometimes when I return to my car it won't start. What's wrong?

A. Check the battery by turning on your headlights. If the lights illuminate the battery is OK.

If you can here the starter motor turn, check for a spark at the HT leads (on a petrol engine).

Check the fuel level. If the starter motor does turn, then give a short, sharp blow to the solenoid with a hard object.

4.

Q. If I don't attend tutorial sessions will I pass the exam?

A. Only if you have done the course before!

5.

Q. Why do my kebabs taste revolting the day after a night out?

A. Try eating them sober the night before and you probably won't notice the difference.

 

Further Exercise:

 

To make your online site really useful, create some formatted 'ready-to-print' versions of the questions and include them as hyperlinks. Then the user can choose to view the FAQs on screen, or print out correctly formatted documents.

 

The basic information can be found in the following text:

 

Chapter 6, A Methodology for Client/Server and Web Application Development, First Edition, Roger Fournier, Yourdon Press, p354-356, ISBN 0-13-598426-2.

 

However this is only a starting point and you are advised to look further for other resources, such as alternative texts or on the internet.

 

As a guide, this piece of learning should take about one hour to complete.