Case study: moving from printed to online help
Visual Software is a small software house. One of its products is the Visual PCL LaserJet PCL print file viewer, which purchasers can download from the Visual Software web site (www.visual.co.uk/viewer.html).
Visual Software developed a new version of the software, and required professional documentation.
Background
In general, the software is simple to use. Most operations are performed from one main screen. There is one configuration screen, which some users might need. Most of the configuration is relatively straightforward, but some very technical issues relate to a few of the options.
The existing documentation consisted of a 47-page Word document, which users were expected to print. The content was mixed. It contained:
- Basic navigation details, such as how to use drop-downs and scroll bars.
- Detailed technical material, which most users would never needed.
- Background information that some users might find interesting, but which was not directly relevant to using the software.
The client wanted online help, but was not sure of the various options that were available. Additionally, there was a requirement that the documentation could be changed easily by the client.
What we did
As part of our pre-sales effort, TechScribe produced a comparison of online help formats. This included samples, so that the options could be compared easily.
The client was keen on having CHM help. However, to be able to update the documentation, the client would have to purchase an authoring package.
Our solution was to produce brief CHM help (5 topics). This online help was sufficient for most users. We showed what the icons, dropdowns and buttons on the screen did, but we didn't explain how to use them. If any user needed in-depth technical assistance, it could be obtained from the client's web site. (All users were expected to have web access, since the software is only available by downloading from the web.)
A nice feature of the help is that pages on the client's web site open seamlessly within the CHM help. As far as the user is concerned, there is just a single help application. The client has full control of the content of the web site, and can change this at any time. The integration will still work seamlessly.
Would you like to see what TechScribe did? Then download the Visual PCL/2 Help that we created.
Results
With a file size of only 89 KB, the online help does not add any significant burden to the software download.
The users are not daunted by a large amount of help material, but backup material is available if required.
The client's (conflicting) requirements have been met. There is high-quality professional documentation (which the client does not need to change). Technical issues, FAQs and other material that requires periodic updating is under the full control of the client.
"This is exactly what we wanted."
Neil Geddes, Director, Visual Software.
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