Alternatives to software documentation
Software documentation such as Help systems and user guides might be the best method of helping your customers to use your software effectively. On the other hand, one or more of these alternatives might be a better solution:
- Video captures and Flash demonstrations of screen-based procedures. For examples, see Google Analytics (http://64.233.179.110/analytics/tour/index_en-US.html).
- Video demonstrations of procedures that involve equipment. Instead of sending long text-based information bulletins to engineers, APC uses a Video Information Bulletin to communicate with its field service engineers (www.incentivemag.com/msg/content_display/training/e3i814d0d486f943f8c09178098e2dfeff1).
- Help desk (support desk). Many users prefer calling a help desk rather than using documentation.
- Customer-generated help, for example, user group fora and wikis.
- Formal training courses.
- Formal training delivered by telephone. For example, C.A.R.L. Communications is one software company that delivers phone-based training (www.carlcomms.co.uk/telephone_training.aspx).
- Informal on-job training ('sitting next to Nellie').
- Generic IT training (e-skills training). For advice on IT-related skills development, see e-skills UK (www.e-skills.com).
- E-learning (computer-based training).
- Electronic Performance Support Systems (EPSS).
- Usability testing. Changes to the user interface might make your software much easier to use.
- Simplification of the software product. Are all those features necessary, or are they just there because your software developers think that they are 'cool'?
- Third-party documentation. For example, one client's source document contained five pages of dense text. We replaced this with a single line that directed readers to a definitive web site.
- Embedded help. The help text is always on the screen; people do not click a button or move the mouse over a field to see the help text.
- Wizards that guide people through a task (ensure that they are simple to use, and are self-documenting).
- Do nothing (seriously, that might be your best option from a cost-benefit perspective).
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