1.1.9 Different methods of providing user documentation

Question 1

how can user documentation be made?

Answer 1

it can be in a written or in an online form so that the user can search documents quickly and easily.

Question 2

what should user documentation include?

Answer 2

all instructions that are mandatory for the system to operate, and should contain Frequently asked questions (FAQ) that are necessary for new users. Should be well structured and divided

Question 3

What are the different methods of user documentation?

Answer 3

Manuals, email support, embedded assistance, frequently asked questions, live chat sessions, online portals, Remote Desktop connections.

Question 4

what are manuals?

Answer 4

provided online or offline. can be provided as pdf files that can be downloadable.

Question 5

advantages of online manuals?

Answer 5

potential use of multimedia features

Question 6

advantage of printed manual?

Answer 6

can be read without the use of a PC or internet connection

Question 7

What is email support?

Answer 7

Users contact the support team of the company to resolve any problems with the help of specialized technicians

Question 8

What is Embedded assistance?

Answer 8

user assistance is context-specific, task-specific, and does not require novice users to ask the right question to find the suitable answer

Question 9

What are frequently asked questions?

Answer 9

(FAQ) are listed questions and answers all supposed to give users answers to a common set of problems and pertaining to a particular topic. contains questions that tend to recur

Question 10

What are Live Chat sessions?

Answer 10

real-time support that is extremely useful for emergency situations. Live technician will ask for the description of the problem and try to present a list of possible solutions. It can be a telephone call, live chat or video session. provides feeling of being supported by a real person

Question 11

What are online portals?

Answer 11

can provide manuals, support pages, FAQ pages

Question 12

What are Remote Desktop connections?

Answer 12

enables a specialized person to connect to the user´s PC across the internet from virtually any computer. Allow technician to take control of the user´s PC. Ideal if user is not experienced. This solution had some security disadvantage because the technician has full access over PC