When a new system is developed, you always want to have end-user documentation that users can access to get a better understanding of the tasks they can perform. Hopefully the users will receive training, but you can’t count on that happening. Therefore, you want to have different types of help documentation that users can read when they are in a bind.
Another reason to do this is that you don’t want to overwhelm your technical support staff. I have seen it happen in areas where their help material was lacking. The calls and emails would not stop coming. Usually in a help desk environment, you have key performance indicators that measure things like how many calls came in, how many you resolved, which ones were due to needing help on how to do something in the system, etc. As you can see, help material is an essential piece that you don’t want to skip. You know that you need a user manual, but what else do you need?
Here are some end-user documentation that will help your users find the answer without your technical support staff needing to be contacted:
Don’t Skimp on the Frequently-Asked Questions (FAQs)
Every system has ten or so questions that are constantly being asked. Major ones are resetting passwords, updating their profile, or creating something in the system. Having a FAQs page that lists the most-asked questions with the answers is a great way to give power to your users and alleviating the need to have them call you. You always want to also have a link to your other help desk material and your contact information, so if users do not find the answer to their questions, there are other ways for them to get it.
User Manuals Move Over; Online Help Systems are Better
A user manual is an end-user document that goes in-depth on how to perform any task in the system. Back in the day, you would print out a huge document, and give it to users. Being that we are forward thinking (and “going green”) this is not the way to do it anymore. I have still seen it done. A few months ago, I judged a document contest, and I saw that some companies were still printing them out. I heard a tree weeping in the distance.
An online help system is the way to go. Users can access this by clicking the help button while they are in the application. You can have links to other help areas, so that users do not have to divert their eyes from the screen. Some of the features that you want to ensure your online help system has are:
Search functionality
You don’t want users to have to look everywhere for the answer to their question. Make it easy for them to quickly type in keywords to filter some of the answers to the ones that they might be looking for.
Index
An index is a great way for users to look at specific keywords, and know where they have to go.
Let Them Ask Questions
If users search and do not find what they are looking for, you want to have it set up like the FAQs that allows them to ask a question. If you are able to support a live chat, then go for it. I tend to think that posting the hours you will be on is better than just leaving it up for interpretation. Nothing is more annoying than clicking the live chat button, and no one is there to assist you.
Cheat Sheets Are Quick Relief
I discussed how to create cheat sheets last week. Cheat sheets are a great for the user to find helpful tips and steps all on one page. They are great during training, but can also aid when users need help.
Glossary for Technical Jargon
Users should have a way to find definitions for technical jargon or business terminology that you use throughout your documentation. By providing users a glossary, you can help answer any questions they might have about what a term means. It also shows them that you understand their business processes and rules. You should try to make it easy for them to jump around the glossary. The best way to do this is having the alphabet on top, and when users click a letter, they are directed to that part of the glossary that starts with it. If there are a lot of terms, then you can even break it down even further, and paginating it by first letter-second letter.
Crowdsourced User Forums FTW!
Crowdsourcing can help you in many ways. One way is having your users double up as technical support. In other words, they help one another out without you having to really do much but probably moderate. r
You can have user forums that allow users to post their questions, and it can be viewed by other users who can probably help the “asker” out. There have been many times that I’ve asked a support question on an application I’m using, and it was another user who helped me out. It takes the stress off your tech support staff to always be on call, and the user is happy that his/her problem is resolved.
Where is Your Points of Contact Info?
If all else fails, your users are going to have to contact you. The worst thing is trying to search around to find contact information for a company. Therefore, ensure that the way to find the points of contact are always available on every page. This can be by a single link that will take users to your contact information. Don’t make people search to get additional assistance.
Tags: computer help, Crowdsourcing, FAQ, help & manual, Help desk, help tools, live help, on line help, online help, online help system, support software, Technical support, User guide
