Alternatives to software documentation
Sometimes, software documentation is the best method of helping your customers to use your software. However, sometimes, the following alternatives are better solutions:
- Basic IT training (e-skills training). For advice on IT-related skills development, see e-skills UK (www.e-skills.com).
- Blogs
- Customer-generated help, for example, user group forums and wikis.
- E-learning (computer-based training).
- Electronic Performance Support Systems (EPSS).
- Embedded help. The help text is always on the screen. Readers do not click a button or move the mouse over a field to see the help text.
- Flash demonstrations that include hand positions for the operation of hardware. For examples, see the Verizon Wireless XV6800 product demonstrations (http://support.vzw.com/swf/xv6800/simulator.htm).
- Formal training courses.
- Formal training that is given by telephone. For example, C.A.R.L. Communications is one software company that gives telephone-based training (www.carlcomms.co.uk/telephone_training.aspx).
- Informal on-job training ('sitting next to Nellie').
- Online chat (instant messaging).
- Service desk. Many users prefer to telephone a service desk instead of using documentation.
- Simplification of the software. Sometimes, features are not necessary, and they are in the software only because the software developers think that the features are 'cool'.
- Third-party documentation. For example, one client's source document contained five pages of text about a particular topic. TechScribe replaced the five pages with one line of text that directed readers to a website.
- Usability testing. Changes to the user interface can make your software easier to use.
- Video captures of screen-based procedures. For examples, see Google Analytics (http://services.google.com/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 supply information to its field service engineers (www.incentivemag.com/msg/content_display/training/e3i814d0d486f943f8c09178098e2dfeff1).
- Webinars
- Wizards that help people to do a task. Make sure that a wizard is simple to use and that the wizard does not need documentation.
- Do nothing. Seriously, sometimes doing nothing is the most cost-effective option.
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