Work Product Descriptor (Artifact): User Support Materials
The User Support Materials work product consists of all documentation, on-line help, and other materials that support users in learning and using the system.
Purpose

User Support Materials help users; managers, system administrators, and others involved with the system to do their jobs. Besides using the system, these individuals must also do:

  • Preparation: Planning for the use and introduction of the system
  • Installation: Planning and instructions for site preparation, installation of the system or product and criteria for evaluating a successful install.
  • Administration: Managing the product and its resources to meet the needs of the organization
  • Operation: Starting and stopping the product (for example, the server), checking on its operation, recording its status, and reacting to abnormal events
  • Customization: Enhancing and extending the product
  • Diagnosis: Finding out the cause of system problems
  • Evaluation: Evaluating the product's features, limitations, and resource requirements before deciding whether or not to buy the product
Relationships
RolesResponsible: Modified By:
Input ToMandatory:
  • None
Optional: External:
  • None
Output From
Description
Main Description

For a software product, the User Support Materials comprise everything shipped in the box other than the software itself. Different User Support Materials may be delivered on different media, for example:

  • Printed manuals
  • On-line help
  • Computer files
  • Reference cards
  • Hypertext
  • Web sites
  • Multi-media presentations, including transcripts and captions for the audio
  • Videos, including video descriptions

Glossy brochures, posters, and other user support materials may serve different purposes, for example:

  • User Guide: "How-to" or procedural information that provides mainly task-oriented information. If markedly different sets of users perform very different tasks, it may be appropriate to produce separate user guides such as an accessibility section that includes information on the accessibility features (such as keyboard shortcuts) available.
  • Conceptual or background information ("why"). A separate concepts book may be required, depending on the complexity and novelty of the system.
  • User Reference: Provides descriptive information ("what") organized for quick retrieval. For example, a command reference is organized alphabetically, or a message manual is organized by message number. A User Reference may not be necessary. A well-designed index and glossary in the User's Guide may eliminate the need for a separate User's Reference. Well-designed on-line messages, with links to help panels, may eliminate the need for a message manual.
  • Quick Reference Card.
  • Manager's Overview.
  • Tutorial or Introductory Tour.
  • Samples.
  • Installation Guide.
  • Operations Guide.
  • Administrator's Guide.

Early in a project, consider providing alternate formats of printed material for people who cannot access the printed page. Audio cassette, online, or Braille are examples of alternate formats that are available. Thinking of this provision early in a project enables you to budget time and resources for the alternate formats.

Some information may appear in more than one deliverable. For example, the content of the quick reference guide will most likely come from the user guide, reference guide, or help panels. The index items or glossary terms and definitions may be used both in a hardcopy manual and in the on-line help.

Brief Outline

Each part of the User Support Materials has its own structure, determined by its purpose and its delivery medium.  This material usually leads the reader from general topics to more specific topics.

Properties
Optional
PlannedYes
Key Considerations
  • Start planning and developing User Support Materials early in the product development cycle.
  • Involve the technical writing staff (information developers) in the requirements phase of the project.
  • Involve a technical staff member who has accessibility skills.
  • Review the User Support Materials outline with the stakeholders at key approval checkpoints.
  • Ensure that user support materials are created and tested for accessibility compliance.
  • Analyze who will use this material and in what situation when choosing the delivery medium.  For example: a vibrant but detailed product brochure could be used for marketing and customer evaluation.  A planning tool (as opposed to a book) might better help a customer determine how to install and configure the product.  A hypertext help tool with a CD-ROM might eliminate the need for a hardcopy user manual.
Tailoring
Impact of not havingWithout User Support Materials, people may not be able to use the system at all. At best, they will use a subset of the system and take a long time to become efficient.
Reasons for not needingProjects not developing a system do not need User Support materials; otherwise, there is no reason not to produce some User Support Materials. The only issues to be concerned about are how much and what kind of User Support Materials is needed.