Genius Land college Department of

INFORMATION TECHNOLOGY
SUPPORT SERVICE
Level II

Unit of Competence :- Update and Document

Operational Procedures

LO3: Update documentation

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 Instruction Sheet Learning Guide #17
This learning guide is developed to provide you the necessary information regarding the
Following content coverage and topics –
 Reviewing Feedback and making appropriate changes
 Updating Technical and user documentation
 Submitting technical and user documentation for final approval
 Distributing technical and user documentation
This guide will also assist you to attain the learning outcome stated in the cover page.
Specifically, upon completion of this Learning Guide, you will be able to –
 Feedback is reviewed and appropriate changes are made as needed.
 Technical and user documentation are updated to incorporate changes.
 Technical and user documentation are submitted to appropriate person for final approval.
 Technical and user documentation are distributed as agreed with appropriate person.

1.1. Why user documentation is important

Computer users need documentation so that they can make the best use of their computers as
work tools. A computer system can assist them to do their work efficiently and effectively but they
need to be able to do three things:
 learn how to use the system and its applications
 know how to get help when they need to learn more
 know what to do when they experience problems.
Users will be working across all parts and levels of an organisation carrying out different functions
such as data entry, financial administration, executive and middle management. However, user
documentation is for anyone in an organisation who needs assistance with these three tasks.

1.2. Types of user documentation and appropriate media

Books, manuals, computer-based tutorials and online help are all media for user documentation.
Traditionally user documentation has consisted of a range of paper-based documents. However,
we are no longer limited to these, and organisations are shifting their paper-based user
documentation to an online form. There are very good reasons for this:
1 increased productivity — users have up-to-date, comprehensive information that they can
access quickly and easily.
2 increased corporate intelligence — information is stored centrally but distributed universally
3 consistency and quality — documentation appears in the same format and is easily updateable
4 reduced printing costs.

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1.3. Reflect

What user documentation are you familiar with? Make a list of the different kinds of user
documentation you have used or you are familiar with, both personally and at work.

1.4. Feedback

Your list could include a training manual, user guide, quick reference sheet, licensing agreement
software registration form, maintenance manual, procedure manual, documentation register, online
help, online tutorial, organisation’s intranet, the Internet.

2. Updating Technical and user documentation

2.1. Determining your needs

Before any venture into selecting any new equipment or services, it is important to have a
clear understanding of your needs. If you don’t fully understand your needs then it is not
possible to ensure those needs are correctly met. In other words, know exactly what you
want before you try to get it.
2.2. Undertake a requirements analysis

While we will not be examining all the finer details of performing a proper requirements
analysis, it is worthwhile covering some of the basics.

Firstly, it is vitally important to put your goals into clear and concise terms. This might be in
terms of a problem definition, or business plan for expansion, or upgrading your capabilities.
Your definition should not include any details of specific solutions as far as equipment,
suppliers etc.

You should also include a set of criteria such as time and cost limitations, types and levels
of support, etc. If you document all these requirements, when you finally make your decision
and implement it, you will be able to determine if it constitutes a successful project or not.

After considering your overall goals and criteria, you can then put into simple and
uncomplicated terms what would be a solution to the problem or requirement.

2.3. Evaluate your alternatives

Collect all the information you can about the types of equipment available, the suppliers of
that equipment, the training required to use the equipment or associated programs.

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 You need to have an open mind about the alternatives. Do not think that there is only one
right choice, as there are always viable options. For example, you may not need to purchase
all new equipment when a few upgrade options may be both acceptable and economical.
There is always more than one option!

Once you have a comprehensive list of what is available, compare that list with any
organisational guidelines and policies that are in place. Many large organisations and
government departments have set criteria for purchasing equipment. It’s necessary to
familiarise yourself with those guidelines before making any recommendations or
purchases. There may be organisation guidelines on the minimum standards required for
equipment. Those standards might relate to:

 international or industry standards

 supplier restrictions, approved suppliers or other requirements

 purchasing guidelines (there may be different guidelines depending on the amount of

money to be spent)

 minimum warrantees and/or guarantees

 support levels required

 how often equipment should be automatically reviewed or updated etc.

2.4. Making recommendations

After reviewing all the information above, you would then make recommendations, or make
the purchases.

The important point to note is that if you do not have clearly in mind the equipment and
services that you need, it is unlikely that you will make the best choices. In addition you may
make the best choices in equipment, etc but there may be organisational reasons why your
selection will not be approved.

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3. Submitting technical and user documentation for final approval

3.1. Standards organizations

What are ‘standards organizations’?

Standards ensure that levels of quality, safety, reliability and efficiency are incorporated into
products and services when they are developed and used. Sometimes if we are
disappointed in the quality of a product it is because it was not produced to a recognised
standard. Standards organisations, such as Standards Australia, develop, monitor and
maintain standards in many areas of business and industry.
3.2. What is ISO?
ISO stands for the International Organisation for Standardisation. This is a global
organisation that produces standards. Members are government bodies, industry
associations and private organisations that have an interest in industry standardisation.
They reach consensus on standards for industries that meet the needs of both industries
and consumers.
The ISO standard IS1590 outlines the way user documentation should be planned. This
standard is designed to be part of a contract but there is a new standard (ISI8019) that will
not have this restriction.
ISO 9000 is a quality management system. Organisations that meet the ISO 9000 standards
are entitled to include this standard in their documentation. For example, the Open Training
and Education Network, part of the NSW Department of Education and Training, is entitled
to display the quality logo accredited by an organisation called Benchmark.
3.3. What is IEC?
The International Electrotechnical Commission (IEC) prepares and publishes international
standards for all electrical, electronic and related technologies. The IEC often works in
conjunction with the ISO to put standards together, particularly standards for the IT industry.
ISO user documentation standards were developed in conjunction with the IEC.
3.4. What about Standards Australia?
Standards Australia is our organisation for the development of national standards. It has
been in existence since 1922 and is a member of ISO and IEC. Members represent groups
who have an interest in the development of standards through committees of special interest
groups.
Standards Australia has developed its own user documentation standard that is based on
the ISO/IEC standard. It is called AS4258. It outlines the processes for creating all forms of
user documentation for software and can be used as a contract with external customers or
between internal customers.
3.5. Reflect
Have you, or anyone you work with, used any of these standards in the production of user
documentation? If so, what did you or your colleagues think of the standard?

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4. Distributing technical and user documentation

4.1. Document control and distribution

In an IT organization or department, the controlled distribution of documentation is of
paramount importance.
4.1.1. Levels of security and confidentiality
The inventory record of any document should show the security level.

 High security — valuable originals, etc

Some documents in the care of IT must be kept safe, perhaps in their original condition.
They may hold trade secrets or confidential information. Some documents are held in a form
that is liable to damage and must be kept in a secure area, not to be removed, with even
authorised people only able to access copies or images of them.

 High security — critical information and fragile media

Original documents that may have a critical value, or be recorded on a fragile medium such
as tape, should not be allowed to leave their secure storage place. Only copies should be
taken out.

 Medium security — sensitive and restricted material

Some records contain sensitive material, and may not be seen by all employees. Each
document and each authorised user of a system should be assigned a security level.
Unauthorised people can be denied access to the whole system. If a person’s security level
were lower than the security level of a document or record, access would be denied.

 Low security — general access required

Other documents might hold knowledge that is critical to the workings of IT equipment, but
copies or images can be freely distributed, so long as the version of the document is clearly
marked, and the reader has the necessary authority.

4.2. Hard copy documents

If a document is in hard copy, and the user is authorised to access it, the lender’s details
can be recorded in a simple database to keep track of it

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Sample loan database

Item Restrictions On loan by Phone Date Return

date

Soft copy documents

Distribution can be made secure and tracked by granting access to only the appropriate documents
(by pre-determined levels of security) and by sending documents by email and filing/registering a
copy of the email.

If the customer is off site, the email attachment must be in a compatible format. In the case of
intranet html documents, usage can be tracked by the number of times that the page has been
accessed, and privileges can be allocated of access needs to be restricted.

Reporting, auditing and archiving documentation

Your manager could ask you for a report on who has been using the technical documents listed in
the index or inventory. You may need to show what’s been added, what’s been deleted, or
transferred.

You may be asked to extract from your index or inventory a summary of who has borrowed books,
or taken, or even read various documents.

Technical records need regular auditing. You may be called on at intervals to check records and
manuals. If so, you would look for items missing, damaged, misplaced, borrowed for too long, or
materials that are out of date.

Some documents have to be kept, by law, for a certain amount of time and should be archived.
Records or books that have not had any activity for a while can be transferred to archives, freeing
up valuable space.