SYSTEM FUNDAMENTALS | USER FOCUS

ON THIS PAGE
SECTION 1 | IMPORTANCE OF DOCUMENTATION
SECTION 2 | PROVIDING DOCUMENTATION
SECTION 3 | PROVIDING TRAINING

ALSO IN THIS TOPIC
PLANNING AND SYSTEM INSTALLATION
YOU ARE HERE | USER FOCUS
SYSTEM BACKUP
​SOFTWARE DEPLOYMENT
SYSTEM COMPONENTS
SYSTEM DESIGN
HUMAN COMPUTER INTERACTION
TOPIC 1 REVISION
KEY TERMINOLOGY
TOPIC 1 ANSWERS

---

SECTION 1 | IMPORTANCE OF DOCUMENTATION

User documentation is an essential component of any software or system implementation project. It serves as a guide for users to understand how to use the system effectively and efficiently. The quality of user documentation can significantly impact the success of a new system implementation in several ways:
​

• User Adoption: Good user documentation helps users understand the system's features and benefits, and provides step-by-step instructions for using the system. This makes it easier for users to adopt the new system and start using it effectively, leading to a higher rate of implementation.
• Training: User documentation can serve as a training tool for new users, reducing the need for expensive and time-consuming training sessions. This can help organizations save time and resources, and also enables users to learn at their own pace.
• Support: Quality user documentation can reduce the number of support requests and help users resolve common issues on their own. This frees up support staff to focus on more complex issues and improves overall support efficiency.
• User Satisfaction: Good user documentation makes the user experience more positive, leading to higher user satisfaction and a more successful implementation.
• Continuous Improvement: User documentation can be updated as the system evolves, ensuring that users always have access to the most up-to-date information. This helps organizations continuously improve their systems and processes, leading to a higher rate of implementation.

The quality of user documentation is critical to the success of any new system implementation. Poorly written or outdated documentation can lead to confusion, frustration, and a low rate of adoption, while well-written and up-to-date documentation can help ensure a smooth and successful implementation.

SECTION 2 | PROVIDING DOCUMENTATION

There are several methods for providing user documentation, each with its own advantages and disadvantages. Some of the most common methods are:

• Online Help: Online help is a digital form of user documentation that is accessible directly from the system. It provides users with context-sensitive information and step-by-step instructions for using the system. Advantages include accessibility, searchability, and the ability to provide multimedia content.
• User Manuals: User manuals are printed or digital documents that provide detailed information about a system. They are typically comprehensive and provide a complete overview of the system's features and functions. Advantages include portability and the ability to provide in-depth information.
• Video Tutorials: Video tutorials are short, visual presentations that show users how to use the system. They are a popular method for providing user documentation because they are easy to follow and provide a clear visual representation of the system. Advantages include the ability to demonstrate the system in action and the ability to provide a visual representation of the user interface.
• Knowledge Base: A knowledge base is an online database of information that is organized by topic. It provides users with a centralized location for accessing information about the system. Advantages include the ability to search for information and the ability to provide a centralized location for information.

Each of these methods has its own strengths and weaknesses, and the best method for providing user documentation will depend on the specific needs of the system and its users. It's important to consider factors such as the complexity of the system, the target audience, and the resources available when evaluating different methods of providing user documentation.

SECTION 3 | PROVIDING TRAINING

Different methods of delivering training each have their own advantages and disadvantages, and the best method will depend on the specific needs of the training program and its participants. Here's a summary of the most common methods of delivering training:

• Self-Instruction: Self-instruction refers to a training method where the learner uses written or multimedia materials, such as user manuals or video tutorials, to learn at their own pace. Advantages include the ability to learn at one's own pace, the flexibility to learn at any time and place, and the ability to revisit the materials as needed. Disadvantages include a lack of interaction with a trainer or other learners, and the need for self-motivation and discipline.
• Formal Classes: Formal classes refer to a training method where the learners attend a structured, in-person training session led by a trainer. Advantages include the ability to interact with a trainer and other learners, the opportunity to receive immediate feedback and clarification, and the structure and accountability provided by a scheduled training session. Disadvantages include the need to attend at a specific time and place, and the potential for scheduling conflicts.
• Remote/Online Training: Remote or online training refers to a training method where the learners participate in a virtual training session, typically led by a trainer over a video conferencing platform. Advantages include the ability to participate in the training from any location with an internet connection, the flexibility to attend training sessions at a time that is convenient, and the ability to interact with a trainer and other learners. Disadvantages include the need for a reliable internet connection and the potential for technical issues during the training session.

Each of these methods has its own strengths and weaknesses, and the best method for delivering training will depend on the specific needs of the training program and its participants. Factors to consider include the complexity of the material being taught, the preferred learning style of the participants, and the resources available for delivering the training.

1. What is the purpose of user documentation in a software implementation project?
2. How does the quality of user documentation affect user adoption of a new system?
3. Can user documentation serve as an effective training tool for new users?
4. How can user documentation help reduce the number of support requests?
5. How does user documentation contribute to user satisfaction with a new system?
6. What is the role of user documentation in continuous improvement of a system?
7. What are the advantages and disadvantages of online help as a method of providing user documentation?
8. How does a user manual differ from other forms of user documentation?
9. What are the benefits of video tutorials as a method of providing user documentation?
10. What are the factors to consider when evaluating different methods of providing user documentation?

ALSO IN THIS TOPIC

PLANNING AND SYSTEM INSTALLATION
USER FOCUS
SYSTEM BACKUP
SOFTWARE DEPLOYMENT
SYSTEM COMPONENTS
SYSTEM DESIGN
HUMAN COMPUTER INTERACTION
TOPIC 1 REVISION
KEY TERMINOLOGY
​TOPIC 1 ANSWERS