Technical Writing - Resources

Software User Assistance Project Management (contd...)

Setting up Support

Set up a single channel to report user-assistance related issues. You implement different types of support and generate revenue from support. This can be a good revenue stream.

• Education
• Standby (Customer’s Helpdesk) 
• 24x7 Support
• Support Call Handling 

Customers may appreciate support desks freely logging on to their systems. Even remote access may be difficult to obtain. In such cases, use a Dial-Back Facility or email for support.

Security of a software application cannot be taken lightly. A customer’s software can never be at risk in an endeavor to solve a support issue.

UA System Maintenance

Maintenance typically follow patch updates or scheduled releases.

• Patches – Sending an upgraded executable or binary file to fix the fault might be a great idea. But remember to keep track of which fix was released to which customer.
• Scheduled Releases – You do not want to add patches to the same UA system at different customer sites. Avoid falling into the loop of adding patch after patch. Adopt a policy of releasing patches only when absolutely necessary. All customer sites will not have the same patch level. Issue a maintenance release of your user assistance system (online and paper-based).

Pure Management

A Phased Approach

Splitting projects into well-defined phases is essential for planning and management. The following are key attributes for a phased approach.

• Tangible Deliverables At the End of Each Phase – Ensure that the deliverable is verified and consistent across the deliverables from previous phases.
• Iteration – Iteration-based development is the key in ensuring consistency across phases.

The Development Phase

Create a prototype. Have a preliminary concept meeting to kick-start the process. You may receive requirements via a Functionality Overview document, meetings, a long list of requirements on paper, hand-drawn diagrams, ill-prepared presentations, conference calls etc

Preliminary Requirements and Analysis

In this phase, work on the following parameters: 

• Key Functional Requirements – Identify them for your UA system.
• Major Areas of Functionality & Content – Define them at a high level.
• Complexity of Software Application – Gauge the complexity of the software application to help you understand the complexity of your UA system.
• List of Dependencies – Draw up a list of dependencies, stakeholders, and content providers.
• Areas of Risks – Identify risk during the life of your UA system. 

Project Activities

Based on your preliminary study of the requirements and analysis, draw up a list of activities that must be executed to complete the UA system, as you understand it.

These activities must include the following, but need not be limited to them.

• Capturing requirements.
• Analyzing the requirements.
• Designing a modular UA system to fulfill the requirements, both immediate and future.
• Testing the modular UA system.
• Integrating the UA system with the software application.
• Installing it at the customer site.
• Getting customer acceptance.
• Reviewing all Software UA System Development Life Cycle outputs.
• Verifying the iterations of all phases.
• Developing formal testing specifications.
• Managing the entire UA system from start to finish.