Technical Writing - Resources

Software User Assistance Project Management (contd...)

Phases of UA System Testing

• Alpha Testing – Test each UA module, then integrate the modules and test their functioning. After this, perform testing at the system level. Integrate with the software application and test again. Test the UA system live for the very first time in a controlled environment. Always have a mechanism to fall back on the old UA system, if things go wrong.
• Beta Testing – In this phase, set up the UA system in the live environment (that is, the customer site!) to experience the full range of operational conditions.
• System Testing – This will be your ultimate test when the software application goes live along with the UA system.

Quality Assurance

Keys to Quality

Quality is not just about testing. Quality must invade every aspect of the project. Make Quality part of the entire process. Following are the keys to Quality.

• High Degree of Consistency – Ensure the presence and implementation of systems and procedures that guarantee a high degree of consistency in each phase of the Software UA Development Life Cycle.
• Set of Written Standards – Maintain a set of written standards that determine how the UA system must pass through the different phases of its life cycle and the result of each phase is controlled.
• Auditing Practices – Conduct periodic audits to ensure adherence to standards, and keep the records to prove adherence to external auditors.
• High Degree of Accountability – Build a high degree of accountability for each team member. Also record the results at each decision point in the UA system’s lifecycle.
• Lessons Learnt Survey – Get everyone on the team to fill in a Lessons Learnt Survey that will help determine what went well, and what went wrong. This record can later be used to ensure that errors and mistakes from previous projects are not repeated in future projects. 
• QA Policing Methods – Define QA standards for your UA system, and also identify the standards that will be policed. 

Phase 6: Outline UA Implementation and Customer Acceptance

Implement the completed, fully tested UA system for the customer, and allow the customer to perform formal acceptance testing.

Implementation

Installation - During installation of the UA system, ensure that the correct .DLLs, multimedia controls, multimedia files, java scripts, etc. are packaged with the software application, and are deployed correctly.
Licensing & Access Rights – The licensing and access rights aspect you considered in your UA design, will be put to use now. Some modules of the UA system need to be linked to the licensing or access providing rights of the software application. For example, the online user assistance for a Security or a Configuration module must not be available to all.

Customer Acceptance

• Acceptance Testing – This does not mean that the UA system is absolutely ‘bug free’. It merely means that the testing did not reveal any more bugs.
• Wrapping up Acceptance – Ensure that a signed document from the customer closes the Acceptance Testing of the UA system.

Phase 7: Identify UA System Support and Maintenance

Set up a support and maintenance capability for the completed UA system. You might need to make patch releases along side scheduled releases.

Software Support

The following types of issues may be reported at your software application’s helpdesk.

• Finger Trouble - Issues reported by inexperienced users who do not completely understand how the UA system works.
• Genuine Bugs: Issues that require technical solutions by support or development staff.
• Environmental Issues - Issues associated with high-end PC-hardware and different middleware or operating-software environments.
• Wish List – Issues that clearly request for additional functionality beyond what was contractually agreed upon.