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7-9-2009 Custom Documentation and Help Files

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Slides from the Sakai Boston Conference

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7-9-2009 Custom Documentation and Help Files

  1. 1. Strategies to Support Your Users: Custom Documentation and Help Files Karen M. Campbell, Rutgers University Mathieu Plourde, University of Delaware Jonathan Bolte, Indiana University
  2. 2. Session Agenda • Introduction • Panel Presentations • University of Delaware • Rutgers University • Indiana University • Conclusion July 2009 210th Sakai Conference - Boston, MA, U.S.A.
  3. 3. UNIVERSITY OF DELAWARE Help Files and Documentation at the July 2009 10th Sakai Conference - Boston, MA, U.S.A. 3
  4. 4. Types of Contents • Help Files • Support and Training Website • Handouts • Captivate Videos • FAQs • Practices • News and Technical Updates July 2009 10th Sakai Conference - Boston, MA, U.S.A. 4
  5. 5. Workflow July 2009 10th Sakai Conference - Boston, MA, U.S.A. 5 USERS HELP CENTER Request Answer
  6. 6. Workflow July 2009 10th Sakai Conference - Boston, MA, U.S.A. USERS HELP CENTER LMS TEAM Request Answer Trouble Ticket
  7. 7. Workflow July 2009 10th Sakai Conference - Boston, MA, U.S.A. USERS HELP CENTER LMS TEAM Request Answer Trouble Ticket
  8. 8. Workflow July 2009 10th Sakai Conference - Boston, MA, U.S.A. 8 USERS HELP CENTER LMS TEAM Request Answer Trouble Ticket Most Frequent Requests NEW/REVISED DOCUMENTATION TECH WRITER
  9. 9. Workflow July 2009 10th Sakai Conference - Boston, MA, U.S.A. 9 USERS HELP CENTER LMS TEAM Request Answer Trouble Ticket Most Frequent Requests NEW/REVISED DOCUMENTATION TECH WRITER
  10. 10. Help Files July 2009 10th Sakai Conference - Boston, MA, U.S.A. 10 Help pages are hosted on another server, allowing us to update the information instantly without rebooting.
  11. 11. Support and Training Website July 2009 10th Sakai Conference - Boston, MA, U.S.A. 11 http://www.udel.edu/sakai/training/
  12. 12. News and Technical Updates July 2009 10th Sakai Conference - Boston, MA, U.S.A. 12
  13. 13. Rutgers University Help Files and Documentation at July 2009 10th Sakai Conference - Boston, MA, U.S.A. 13
  14. 14. July 2009 10th Sakai Conference - Boston, MA, U.S.A. 14 Background • Use • over 50,000 students, 8,000 fac/staff • K12 use • 40,000 unique users per week • 50% course sections • Support • 3 partial support staff • 1 dedicated developer • 3 partial developers • 1-3 student staff
  15. 15. Background • Open use of Sakai • users create own sites • add rosters • choose tools, add content • faculty, staff, & students create sites July 2009 10th Sakai Conference - Boston, MA, U.S.A. 15
  16. 16. Goals • Give users a chance to help themselves • Give users resources to teach themselves • Provide examples of ways to use Sakai • Give users ideas for new things to try July 2009 10th Sakai Conference - Boston, MA, U.S.A. 16
  17. 17. Structure July 2009 10th Sakai Conference - Boston, MA, U.S.A. 17 • Getting Started • Tool Overview • FAQ • Doc for each tool: • Intro • Comprehensive guide
  18. 18. Updates July 2009 10th Sakai Conference - Boston, MA, U.S.A. 18 • Minor updates throughout year • correct errors, clarify instructions, new features • user suggestions • Annual overhaul • coincides with system upgrade • adjust structure & content, update screenshots, reevaluate docs
  19. 19. Updates Student Staff Edits/rewrites docs Incoming Staff Edits/rewrites docs Other Staff Edits/rewrites docs Docs Coordinator Proofs docs Checks docs in & out Sakai Docs
  20. 20. Future (Immediate) July 2009 10th Sakai Conference - Boston, MA, U.S.A. 20 • Fill in holes • 1 page quick start guide • “Alert” boxes • Navigation within docs • Printer-friendly versions • How-to videos • Redo general info & getting started
  21. 21. Future (Long-term) July 2009 10th Sakai Conference - Boston, MA, U.S.A. 21 • More videos, examples, & pedagogy-based content • Example sites - challenge! • Centralized collaborative repository • Way to track docs use and helpfulness • More advanced docs exploring other angles
  22. 22. Reasons for Success July 2009 10th Sakai Conference - Boston, MA, U.S.A. 22 • Use students • Train new employees • Invest resources • Settle for what you can do • Keep up with updates
  23. 23. Indiana University Help Files and Documentation at July 2009 10th Sakai Conference - Boston, MA, U.S.A. 23
  24. 24. Challenge #1 Course Project Portfolio Instructor Organizer CIG Coordinator Student Member CIG Participant Teaching Assistant Evaluator Content Assistant Reviewer Custom Guest Observer July 2009 10th Sakai Conference - Boston, MA, U.S.A. 24 • Addressing different needs for different users and site types.
  25. 25. Challenge #2 • Keeping track of all the changes and establishing a workflow. • Maintaining up-to-date documentation which involve constant attention (foreverism). July 2009 10th Sakai Conference - Boston, MA, U.S.A. 25
  26. 26. Challenge #3 • Using community-contributed content. • Branding is an issue for screenshots and videos. • Different tool sets are used in different institutions. July 2009 10th Sakai Conference - Boston, MA, U.S.A. 26

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