Embedded User Assistance    Marc Speyer
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Embedded User Assistance Marc Speyer

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In this presentation we show how DITA can be used to power embedded user assistance systems with insights on collaboration between content development, interaction design and software development ...

In this presentation we show how DITA can be used to power embedded user assistance systems with insights on collaboration between content development, interaction design and software development teams. A sample slide for embedded user assistance using Microsoft Silverlight is included.

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Embedded User Assistance    Marc Speyer Embedded User Assistance Marc Speyer Presentation Transcript

  • Embedded User Assistance NLDITA 2011 By Marc Speyer www.sperotech.com
  • AgendaSperotech backgroundTraditional versus embedded helpUsing DITA for embedded helpImplementation scenariosUsing Semantic layers www.sperotech.com
  • Sperotech BackgroundSoftware and services companyFounded in 2009, located in AmsterdamSpecializes in solutions for user assistance Traditional manuals and online help Interactive (embedded) user guidance and support systemsExpertise (10+ years): Design and implement information architectures Content processes and workflow XMetaL, Oxygen XML and FrameMaker authoring tools CSS, XSLT and XSL-FO stylesheets, DITA Open Toolkit customizations Develop and deliver end user trainings Legacy content migration User assistance RIA applications using technologies such as Microsoft Silverlight, WPF, ASP.NET, ASP MVC, HTML and JavaScript SharePoint and XDocs content management and collaboration systems 3 www.sperotech.com
  • TRADITIONAL HELP VERSUSEMBEDDED www.sperotech.com
  • Traditional online help is often not effective Most people do not know about the existing help want to ask for help like to navigate in an additional tool consult the help ahead of time Most people are usually busy with the task when they need help want to be interrupted for as short time as possible will expect useful information (and wont come back if not)Source: Observations are from research and client projects www.sperotech.com
  • Embedded user assistancetechnology works better Embedded user assistance works because Assistance is there when the user needs it It reduces the interrupt time It is the proper type of information at the right place at the right time The user can still get background information offline when there is time www.sperotech.com
  • Useful for…Manufacturers of Medical devices Measuring / Monitoring devices Instrument panelsSoftware vendors Desktop applications Web application Mobile phone and tablet apps www.sperotech.com
  • Onboard versus offboard How do What is this I? all about?What is What isnext? onboard, this? integrated offboard, and standalone immediate Why do I How can I need to do experiment? this? Which What should I should I select? enter? I have no time and need help now I have more time to read the help www.sperotech.com
  • User Assistance Process View Content Development HID Software Dev. Production Topics Maps Onboard Styles Rules Online Offline Interaction Metadata Create Process User Assistance Taxonomy / subject scheme CSS style properties UA integration subsystem Controlled vocabulary (sw locators) XSLT /XSL-FO files Interactive dynamic help Structured authoring tools Build scripts Traditional on-line help Authoring guidelines Open Source tools e-books (PDF, ePub) Validation & preview tools Rendering software (PDF) e-learning www.sperotech.com
  • UA Stakeholders Project managers Legal staff Be sure to include all Requirements analysts stakeholders Help desk Users UA Content developers RequirementsCustomers (funders) Process Field support Software Developers Manufacturing Testers Sales & Marketing www.sperotech.com
  • USER ASSISTANCE USINGDITA www.sperotech.com
  • DITA topics and specializations DITA Topics and specializations Root Topic (not used) Base Concept Task Reference GlossEntry (technical content) UA Specializations Trouble- Locator AlarmDesc Tasklist FAQ(technical content, guided help) shooter www.sperotech.com
  • Maps and reuse of task-maps topic Introduction topic … Task1 Online help How tos Task2 How to perform a Task3 test rerun on the test panel Start conditions Software reference QA parameters www.sperotech.com
  • GlossEntry topic typeBenefits of using DITAs GlossEntrytopic type It can provide explanations when the online help is displayedCan be used for both contextsensitive help & glossary indexIt can be used to describe contextsensitive help at the UI controllevelIt can educate the user of theproper usage of terms, acronyms,icons, short version, andprohibited variantsLocalization is as easy as localizingDITA content www.sperotech.com
  • IMPLEMENTATIONSCENARIOS www.sperotech.com
  • Field ValidationEmbedded User Assistance Routine Tools ... Search: Search term Client Data Client Sample Sample ID: 17661 ID: Name: Your name Sample type: Serum Priority: Normal Address: Enter a valid Your address ID Order date: 31-5-2011 ... How to enter a valid id → > Collection date: 31-5-2011 ... Zip: Postal code Select Country < Therapist Name: Dr. A. Utziniker Change.. Lookup samples Tests: Date 23-02-2010 05-04-2010 30-05-2010 www.sperotech.com
  • Embedded Help TopicEmbedded User Assistance Routine Tools ... Search: Search term Client Data ID: About Client Data XYZ > Client > View Sample Name: Your name Lorem ipsum dolor sit amet, consectetuer adipiscing Address: Your address elit. Maecenas porttitor congue massa. Fusce posuere, magna sed pulvinar ultricies, purus lectus malesuada > libero, sit amet commodo magna eros quis urna. Nunc Zip: Postal code viverra imperdiet enim. Fusce est. Vivamus a tellus. Pellentesque habitant morbi tristique senectus et Select Country < netus et malesuada fames ac turpis egestas. Proin pharetra nonummy pede. Mauris et orci. Aenean nec lorem. In porttitor. Donec laoreet nonummy augue. Lookup samples Suspendisse dui purus, scelerisque at, vulputate vitae, pretium mattis, nunc. Mauris eget neque at sem venenatis eleifend. Ut nonummy. Fusce aliquet pede non pede. Suspendisse dapibus lorem pellentesque magna. Integer nulla. Donec blandit feugiat ligula. Recommended help tools www.sperotech.com
  • Search / F1 viewEmbedded User Assistance Routine Tools ... Search: Client ID List of Topics Client data About Client Data XYZ > Client > View Sample About Client Data Lorem ipsum dolor sit amet, consectetuer adipiscing Adding a new client elit. Maecenas porttitor congue massa. Fusce posuere, magna sed pulvinar ultricies, purus lectus malesuada > Viewing client samples libero, sit amet commodo magna eros quis urna. Nunc viverra imperdiet enim. Fusce est. Vivamus a tellus. Client sample fields Pellentesque habitant morbi tristique senectus et < netus et malesuada fames ac turpis egestas. Proin Identifiers pharetra nonummy pede. Mauris et orci. Aenean nec lorem. In porttitor. Donec laoreet nonummy augue. Suspendisse dui purus, scelerisque at, vulputate vitae, pretium mattis, nunc. Mauris eget neque at sem venenatis eleifend. Ut nonummy. Fusce aliquet pede non pede. Suspendisse dapibus lorem pellentesque magna. Integer nulla. Donec blandit feugiat ligula. Recommended help tools www.sperotech.com
  • Topic retrieval and display scenario When the user presses the F1 key in a procedure or routine The software sends the application context, and requested UA type to an onboard help subsystem The help subsystem examines the UA type, knows that a map must be retrieved and retrieves it It looks into the map to find out what topic to highlight and sets the appropriate "selected" attribute The map gets rendered in a separate step or within a web browser control (using CSS) e.g. in a TOC pane The web browser request the topic from the retrieval engine The topic gets rendered in a topic pane Related links from within the map are displayed at the end of the topic www.sperotech.com
  • Alarm help retrieval & displayWhen an alarm or message is displayed the user canpress on a button or link for more information The software sends a message identifier, application context and other metadata to an onboard help subsystem The help subsystem retrieves the alarm (message) description topic Depending on the breadcrumb and other metadata parts of the description text may be flagged, or filtered out www.sperotech.com
  • Guided helpWhen the users clicks on a link like "show me how"or "show me where" The help subsystem triggers an event in the software which brings up the proper screen or dialog The software regains the input focus and the user can interact with it Upon completion the user can navigate back to the help pane and continue with the helpNotes: • The help navigation window and software dialog visible at the same time, otherwise the user will lose track • Requires tight integration between the help subsystem and the main software application www.sperotech.com
  • General troubleshooters Step Yes No 1. Are the operation ON/OFF switch and circuit breaker 2 3 switched OFF? 2. Switch on both power switches. 3. Is the power cable plug disconnected at either the 4 5 instrument or the outlet? 4. Firmly connect the power cable. 5. Is the main power outlet working? 8 6 6. Check the circuit breaker in the laboratory distribution box. 7. Ensure line voltage is adequate. 8. If you are still experiencing problems, call technical support. www.sperotech.com
  • Yes/No table display option www.sperotech.com
  • Hardware locaters require textual andgraphical integration, e.g. using SVG When the users clicks on a link like "show me where" The appropriate graphic of the instrument is displayed and the hardware module is displayed Notes: • More effective if dynamic images are used (showing how to open a cabinet, remove a tray, etc.) • Requires a two-way communication between content developers and graphic designer in order to link text and graphics. www.sperotech.com
  • Embedded Help in Silverlight Apps DITA X topics A & Maps M L XML Authoring and App designed for collaboration Transformation using DITA OT UA XAML www.sperotech.com
  • USING SEMANTIC LAYERS www.sperotech.com
  • Semantic search and dynamicreasoning benefits A semantic layer can help reduce the work for the content development team There is less need to create and maintain maps semantic search can use inference rules to find the right content based on where the user is in the application or in response to a search request Search & Find interface more familiar to what people are using everyday on the Internet Integration using logical descriptions The content development team can take responsibility for the whole user assistance (e.g. field level UA), no dependency on the development team User experience can be further enriched over time by making more referential semantics (statements about what is what) available www.sperotech.com
  • Semantic standards and technology Today the open standards for a semantic web are from W3C RDF – Resource Description Framework Works with triples to express referential semantics RDFS – RDF with a Schema Has more expressive power which allows one to be more precise (e.g. classes, subclasses and instances of objects) OWL – Web Ontology Language Even more expressive power where we can define ranges, domains, restrictions, etc. SPARQL – the query language for RDF stores Besides querying RDF triples, the basis for inference rules and dynamic reasoningIssue: Software tools are not widely available or mature yet www.sperotech.com
  • ConclusionsEmbedded help is live, dynamic, interactive, right-on-spot (in-band) It provides a better user assistance experienceHelp can be made aware of the application state,user privileges and roleEmbedded help makes is feasible to guide untrainedusers through the operation of a device or anapplication without formal training or having themconsult the documentation www.sperotech.com
  • www.sperotech.com
  • Thank you Marc Speyer Mobile: +31 655 117 459 Email: mspeyer@sperotech.com Website: www.sperotech.com Twitter: #sperotechLeave your business card or send me an email for a white paperon a new tool to help you create DITA specializations. www.sperotech.com