1.1.9 - Evaluate different methods of providing user documentation.

Question 1

State 3 methods of providing user documentation.

Answer 1

1) Help files.
2) Online support.
3) Printed manuals.

Question 2

Give 3 advantages of help files.

Answer 2

1) Accessible at all times when using the program.
2) Gives helpful general instructions on how to use the system.
3) Gives instructions on how to solve some major errors.

Question 3

Give 3 disadvantages of help files.

Answer 3

1) They can only be used after the system has been downloaded, so don’t help during installation.
2) They often only deal with very general errors.
3) They often lack a search capability.

Question 4

Give 4 advantages of online support.

Answer 4

1) Often more extensive than help files.
2) They often provide an option for live support (better because a human may be able to solve problems which the user documentation can’t).
3) Continuously revised by the system’s developer to make sure they deal with the problems occurring most often (FAQs)
4) Often have search capabilities.

Question 5

Give 2 disadvantages of online support.

Answer 5

1) Inaccessible and therefore inefficient if users have no internet connection.
2) Live support doesn’t work well with users who are unfamiliar with computers, especially when they have to explain the problem.

Question 6

Give 3 advantages of printed manuals.

Answer 6

1) Can be read through by users before using the system.
2) Always available.
3) Gives help with system installation.

Question 7

Give 3 disadvantages of printed manuals.

Answer 7

1) Can be lost.
2) Usually limited to a brief booklet supplying little information other than the installation process.
3) Most likely can’t keep up with every system update.