Deciding What Goes Online and What Stays in Print

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Deciding What Goes Online and What Stays in Print
Rob Houser rob_at_userfirst.net
w w w . u s e r f i r s t . n e t
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Introduction

• Online and print are delivery methods, not
  solutions to information problems

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The Process
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• Define the problem
• Asking the right questions

• Identify possible solutions
• Mixing delivery methods

• Decide on an approach
• Making the best business decision

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Asking the Right Questions

• Asking the right questions during the analysis
  phase helps determine the possible methods

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Goals and Objectives
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Users, Tasks, and the Situation
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Information Characteristics
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Constraints
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Goals and Objectives
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• Why are you creating user assistance?
• Are users experiencing specific problems?
• Does something need to change?
• What is the perceived need (requirement or
  expectation)?
• What are your companys business goals?
• How will your company market its product?
• How is your company compared to its competitors?
• TIP Before you start designing solutions know
  what you are trying to accomplish.

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Users, Tasks, and Situation
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2

• Who is going to use whatever you create?
• Users are not always the same as customers
• There are almost always more users than you first
  think
• What do they already know?
• What do they really need to know?
• How are users accustomed to getting information?
• Which users are critical to the success of the
  product?
• TIP All users dont have to get their
  information the same way.

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Users, Tasks, and Situation
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• How do users do their jobs today?
• What are they trying to accomplish (goals)?
• When do they do it? How often do they do it?
• What are their roadblocks and workarounds?
• In what order do they perform their tasks
  (workflow)?
• What are the inputs and outputs of their work?
• TIP Whatever methods we choose for delivery
  should not get in the way of the work the users
  are doing.

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Users, Tasks, and Situation
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• Where do they do the work?
• What equipment do users have?
• Do they have access to the Internet/intranet?
• How do they interact with others?
• Whats going on around them while they are
  working?
• What does their physical workspace look like?
• TIP Available technology and location of users
  while working often limits available methods the
  most.

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Information Characteristics
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• What type of information exists today?
• What format is the current information in now?
• Whats wrong with the current format?
• Where will you get the additional information?
• What information can users see (security)?
• How often will it be updated (maintenance)?
• Will the information be translated?
• Do users need to be able to customize
  information?
• TIP The way information is acquired, used, and
  managed may suggest a delivery method.

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Constraints
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• What resources are available for the project?
• Must you follow any corporate standards?
• Does your user assistance need to fulfill more
  than one purpose (e.g. training or marketing)?
• What technologies does the product use?
• What is your budget for this project?
• What is your schedule for this project?
• TIP If the constraints seem unrealistic or
  insurmountable, its probably because you have
  not adapted your plan to account for them.

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Knowing Your Delivery Methods

• Knowing the pros and cons of each method helps
  determine how to choose the best method

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Fallacies About Online

• All information should be moved online
• Reduces cost to develop user assistance
• Increases usability
• Must be comprehensive
• Users know how to use it

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Strengths of Online

• Searching made easier
• Linking to other information possible
• Layering information (for more detail)
• Filtering information (by user or task)
• Security
• Interactive
• Multimedia (sound, video)
• Can be centralized making updates easier
• Reduces delivery costs for your company (although
  it may transfer the cost to your customers)

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What works well online?

• Procedures for software
• Field-level definitions in software
• Technical reference documents (specs, glossary)
• Policies and procedures
• Frequently updated information
• Information that needs to link to other
  information sites/resources
• Training for remote users
• Diagnostic troubleshooting tools
• Knowledge base
• Demos

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Online Strategies

• Model Question-Answering Machine
• Use it for procedures, reference information, and
  distance learning
• Integrate with the product (embedded help and
  context-sensitive help)
• Get trainers to reference and use in exercises
• Use the Internet/intranet to deliver information
  that changes frequently
• Avoid dumping information online

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Fallacies About Print

• Costs more than online information to develop
• Must be large, bulky manuals comprehensive in
  scope
• PDF files fulfill the same need as a print
  document
• Same information also should be delivered online

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Strengths of Print

• Provides tangible item to users (especially
  important with software)
• Portable
• Avoids system compatibility issues
• Everyone knows how to use it
• Less intimidating to less experienced users
• Easier to read for longer periods of time than
  online

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What works well in print?

• Installation and troubleshooting instructions
• Job aids such as planning worksheets, flow
  charts/maps, and quick reference cards
• Getting started materials
• Large amounts of conceptual information
• Training exercises
• Examples/scenarios
• Marketing materials

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Print Strategies

• Model Orientation/Strategy Guide
• Use print to motivate users to interact with the
  product (and the online user assistance)
• Create something that has value for marketing
  (and training)
• Include information that wont change frequently
• Conceptual explanations of the product
• Examples and scenarios
• Tips and tricks, strategies, and best practices
• Make it as visually exciting as possible
• Keep it short and optional

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Print Strategies

• Quicken 98 Getting More from Your Money
• Topics focus on financial issues that matter to
  the learner rather than listing product features

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Print Strategies

• Uses case study to illustrate use
• Includes advice in addition to product features
• Tone and design invite exploration

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Print Strategies

• Points out search terms to use in the help
• Continues case study
• Callouts relate product features to parts of the
  scenario

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Blended Methods

• Look for solutions that take advantage of the
  strengths of both mediums
• Put information where it is best used rather than
  duplicating it just because you can
• In most cases, a blended approach is best
• You may be blending with other information
  components that you did not create

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Making Business Decisions

• Choosing a delivery strategy is not necessarily
  about choosing the best possible method
• Most of us are part of a business endeavor with
  one primary goalto make money
• Our job is to choose the most cost-effective
  method that solves the problem satisfactorily
• TIP Designing information solutions is primarily
  about making good business decisions.

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Real-World Examples

• Now its your turn to pick
• 1 Contract Management Application
• 2 Web-based Procurement System
• 3 Application Development Tool

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Background Contract Management Application

• Client-server program that manages the contract
  process from creating a contract to billing for
  service
• Internal application created to
• Decrease errors
• Automate parts of the process
• Facilitate communication between groups
• Decrease time to bill for new services
• Corporate goal to maintain more information
  online rather than paper

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Background Contract Management Application

• Users and tasks
• Account ExecutiveWorks with customer to identify
  need for new services
• Contract ManagementCalculates discounts/costs
  and creates contract oversee the process and
  answer questions for Account Executives
• FinanceReviews and approves discounts/costs and
  contract based on governmental regulations and
  business case
• System AdministratorManages users, security, and
  support
• Workflow moves back and forth between three users
• Users are very experienced with current process
• Contract Management users insist on print document

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Background Contract Management Application

• Locations
• 3000 Account Executives are remote in seven
  states
• 9 Contract Managers are in centralized HQ office
• 5 Finance users are in centralized HQ office
• 1 System Administrator in centralized HQ office
• Users will see different fields in the
  application based on login security
• Only the System Administrator can view the System
  Administrator Help
• Application written in PowerBuilder using a SQL
  database

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Final SolutionContract Management Application
Online Components
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Final SolutionContract Management Application
Print Components
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Background Web-based Procurement System

• Browser-based application that allows store
  managers to order products from multiple
  manufacturers through their distributor
• Product is new and completely Internet-driven
• Runs in IE or Netscape 4
• Client wants to avoid the cost of classroom
  training
• Store Managers need to be able to place an order
  in less than 10 minutes

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Background Web-based Procurement System

• Users
• Store ManagersBrowse merchandise, place orders,
  track orders
• ManufacturersProcess orders, ship merchandise to
  stores
• Distributors (sales rep)Monitor orders
  (reports), make suggestions to store managers,
  answer questions, set up new clients
• All users are geographically distributed
• Different users see different screens and fields
• Information may be updated frequently
• Only one person on staff to maintain the user
  assistance and they only know Dreamweaver
• Budget and schedule are extremely tight

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Final SolutionWeb-based Procurement System
Online Components (all at centralized server
level)
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Background Application Development Tool

• New application development tool that allows
  business analysts to create programs without
  knowing a programming language
• Client-server tool used with Windows NT
• Company is new and still trying to attract
  investors wants documentation and training that
  looked like a big, established company
• Will use user assistance as marketing tool to
  show at trade shows and leave with customers
  evaluating the product

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Background Application Development Tool

• Users
• Business AnalystsUse tool to create programs
  (most do not have programming background biggest
  challenge is to help debug)
• DevelopersUse tool to create programs (will need
  to re-map the language they know to the generic
  language used in the tool)
• System AdministratorsSet up and manage system,
  especially database issues wont actually use
  the product
• Internal DevelopersClients employees who create
  the business rules that make the system generate
  the programs.
• Business Analysts are the critical users
  (initially the client wants to spare no expense
  to make these users happy and successful)

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Background Application Development Tool

• Information will be updated with each release of
  the software
• Internet access not always available, but future
  version of the tool will be Web-enabled
• Schedule very aggressive
• Budget not limited

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Final SolutionApplication Development Tool
Online Components
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Final SolutionApplication Development Tool
Print Components
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Conclusion

• Remember that youre making business decisions,
  not just picking an ideal strategy
• When all seems impossible, remind yourself that
  theres always more than one right answer

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Recommended Books

• Managing Your Documentation Projects,JoAnn
  Hackos
• User and Task Analysis for Interface
  Design,Hackos and Redish
• Designing and Writing Online Documentation,Willia
  m Horton
• Standards for Online Communication, JoAnn Hackos

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Thank you!

• For resources to help plan your project including
  a checklist of questions to ask before choosing a
  delivery strategy, please visit
• www.userfirst.net/resources
• Let me know how your project turns out!
• rob_at_userfirst.net
• 404-797-9350