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The document presents an overview of advantages and disadvantages related to enabling science and help systems, highlighting aspects such as ease of use, management appeal, and the need for real-time analytics. Additionally, it describes statistics and analytics useful for assessing documentation effectiveness and user engagement. It also mentions various help systems and resources associated with Adobe RoboHelp.
Help! I need feedback. Where do I start
- 2. Slide 2 © IDBS 2012 Enabling Science
- 3. Slide 3 © IDBS 2012 Enabling Science
- 4. Slide 4 © IDBS 2012 Enabling Science
- 5. Useful Understandable Being used Slide 5 © IDBS 2012 Enabling Science
- 6. Looking for Not finding Slide 6 © IDBS 2012 Enabling Science
- 7. Slide 7 © IDBS 2012 Enabling Science
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- 9. Advantages Easy to implement Instantly available Disadvantages Rarely used Negative focus Slide 9 © IDBS 2012 Enabling Science
- 10. Advantages Easy to implement Management like it Disadvantages Can’t be used for non-web based output Judges the documentation popularity not quality Slide 10 © IDBS 2012 Enabling Science
- 11. Advantages Easy to complete Friendly Disadvantages Highly subjective Misleading vision of documentation quality Slide 11 © IDBS 2012 Enabling Science
- 12. Advantages Direct customer contact Follow up questions Disadvantages Time consuming Expensive Slide 12 © IDBS 2012 Enabling Science
- 13. Help Desk Sales Advantages Product Managers Consultants Information easily available Business Analysts Follow up questions Engineers Trainers Customer Support Disadvantages Marketing Quality Assurance Everyone’s busy Testing Office politics Account Managers Slide 13 © IDBS 2012 Enabling Science
- 14. Advantages Real time analytics Array of captured data Disadvantages Requires proprietary code Need to go looking for data Slide 14 © IDBS 2012 Enabling Science
- 15. Advantages Designed for Technical Communicators Easy to implement and use Disadvantages Expense Requires user internet Slide 15 © IDBS 2012 access Enabling Science
- 16. Slide 16 © IDBS 2012 Enabling Science
- 17. Frequently searched terms: Lists the most frequently entered search terms. Frequently viewed topics: Lists the most frequently viewed topics. Search terms with no results: Lists the search terms entered by end users that returned no results. Search trends: Displays a graphical representation of the number of searches performed by the end users. Usage statistics: Displays the usage statistics of the help system over a given period. Frequently accessed CSH: Similar to the Frequently Viewed Topics report, but focusing on context sensitive help topics. Help system errors: Lists any errors found (e.g. missing map ids, invalid or missing window definitions). Slide 17 © IDBS 2012 Enabling Science
- 18. Slide 18 © IDBS 2012 Enabling Science
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- 21. Delivery of two separate help systems. WebHelp Pro – Installed on internal IDBS server. WebHelp – Installed on client’s application server used to install products. Application initially calls WebHelp Pro. Falls back to WebHelp if unavailable. Slide 21 © IDBS 2012 Enabling Science
- 22. Adobe RoboHelp Server 9 Getting Started Guide Adobe RoboHelp Server 9 Reviewers Guide Various websites / blogs: ◦ www.robocolumn.com ◦ www.showmethedemo.com ◦ http://www.adobe.com/products/robohelpserver.html ◦ http://blogs.adobe.com/techcomm/ Slide 22 © IDBS 2012 Enabling Science
- 23. Now that we’re collecting statistics, we can relax. Slide 23 © IDBS 2012 Enabling Science
- 24. Some of our documentation receives less hits, so it is of less use. Slide 24 © IDBS 2012 Enabling Science
- 25. @robocolumn www.robocolumn.com robocolumn@cmcandrew.com Colum McAndrew Slide 25 © IDBS 2012 Enabling Science