1.1.9 Types of User Documentation

Question 1

3 types of user documentation

Answer 1

• help files
• online support
• printed manuals

Question 2

Help files

Answer 2

Files supplied together with the system, which can usually be pulled up with a button in the system.

Adv:
- accessible at any time using the program
- gives general instructions on how to use the system

Disadvantage:
- Can only be used after system has been installed
- They often deal with very general errors
- Often lack a search capability you have to look to find help for your problem

Question 3

Online Support

Answer 3

Special web service hosted by the system’s developer to provide user documentation

Adv:
- They are often extensive compared to help files
- Continuously updated with solutions to most occurring problems
- Often provides an option for live support
- Often have built-in search capabilities

Disadvantages:
- Require internet connection
- Live support does not work well with unfamiliar computers

Question 4

Printed manuals

Answer 4

Manuals printed on paper and supplied together with the system.

Adv:
- Can be read through before dealing with system
- Always available
- Helpful during installation process

Disadvantages:
- Can be lost
- Often only contains info about installation
- Not updated every time system is updated