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Topic 1 - User Documentation

User documentation refers to documentation provided to end users to assist them in using a product or service. It typically includes information on installation, features, troubleshooting, and contact information. User documentation takes various forms, including help files, online support, printed manuals, frequently asked questions pages, and live chat assistance. The goal is to help users learn how to utilize software and resolve common issues.

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35 views

Topic 1 - User Documentation

User documentation refers to documentation provided to end users to assist them in using a product or service. It typically includes information on installation, features, troubleshooting, and contact information. User documentation takes various forms, including help files, online support, printed manuals, frequently asked questions pages, and live chat assistance. The goal is to help users learn how to utilize software and resolve common issues.

Uploaded by

shweta
Copyright
© © All Rights Reserved
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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User documentation

Importance of User documentation


User documentation
• User documentation refers to the documentation for a product or
service provided to the end users.
• The user documentation is designed to assist end users to use the
product or service.
• This is often referred to as user assistance.
• The user documentation is a part of the overall product delivered to
the customer.
User documentation is important because it provides a avenue for
users to learn:

• how to use your software


• features of your software
• tips and tricks of your software
• how to resolve common problems with your software
What does user documentation usually include?
 Minimum hardware and software requirements
 Installation guide
 How to start the system
 How to use different features of the system
 Screenshots explaining main features of the system
 Example inputs and outputs
 Explanations of error messages and troubleshooting guides
 Information to contact the developer of the system if an
undocumented question arises
Different methods of User documentation
• Internal documentation
• External Documentation
Internal Documentation
External Documentation
• Separate documentation – User manual
• Email support
• Embedded Assistance or integrated user assistance
• Frequently asked questions
• Live Chat Session
• Online portals or Web portals
• Remote Desktop Connections
Manuals Online support
Embedded Assistance or integrated user
assistance
Frequently asked questions

Live Chat Session


Online portals or Web portals

Remote Desktop Connections


Method Advantages Disadvantages

•User friendly •you might not get level of detail you want
Help files •really fast •the user might not know what to search for
•easy to use
•Might be hard to find
•can be accessed offline

•larger amount of information


Online support •easier to update •can't be accessed offline
•can access from any device •if you have slow internet connection, it's bad.
•can be faster

•slower
•easy to find •if you lose it, you're going to have a bad day
Printed manuals •you can browse through them •harder to search
•work without a computer •cannot be updated
•prone to physical destruction

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