Help! I need feedback. Where do I start

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Presentation to UA Europe Conference 2012. Focuses on how to go about getting real end user feedback. The presentation outlines the methods of gathering feedback (including Adobe RoboHelp Server) as well as how to analyse the results. A particular focus is on how the analytics gathered can be used not only to improve the documentation, but the product usability and user interface.

Technology

Useful

Understandable

Being used

Slide 5 © IDBS 2012 Enabling Science

Looking for Not finding

Slide 6 © IDBS 2012 Enabling Science

Advantages

 Easy to implement

 Instantly available

Disadvantages

 Rarely used

 Negative focus
Slide 9 © IDBS 2012 Enabling Science

Advantages

 Easy to implement

 Management like it

Disadvantages

 Can’t be used for non-web
based output

 Judges the documentation
popularity not quality
Slide 10 © IDBS 2012 Enabling Science

Advantages

 Easy to complete

 Friendly

Disadvantages

 Highly subjective

 Misleading vision of
documentation quality

Slide 11 © IDBS 2012 Enabling Science

Advantages

 Direct customer contact

 Follow up questions

Disadvantages

 Time consuming

 Expensive
Slide 12 © IDBS 2012 Enabling Science

Help Desk Sales Advantages
Product Managers
Consultants  Information easily available
Business Analysts
 Follow up questions
Engineers Trainers
Customer Support Disadvantages
Marketing
Quality Assurance  Everyone’s busy
Testing
 Office politics
Account Managers
Slide 13 © IDBS 2012 Enabling Science

Advantages

 Real time analytics

 Array of captured data

Disadvantages

 Requires proprietary code

 Need to go looking for data

Slide 14 © IDBS 2012 Enabling Science

Advantages

 Designed for Technical
Communicators

 Easy to implement and use

Disadvantages

 Expense

 Requires user internet
Slide 15 © IDBS 2012
access Enabling Science

 Frequently searched terms: Lists the most frequently entered
search terms.
 Frequently viewed topics: Lists the most frequently viewed
topics.
 Search terms with no results: Lists the search terms entered by
end users that returned no results.
 Search trends: Displays a graphical representation of the number
of searches performed by the end users.
 Usage statistics: Displays the usage statistics of the help system
over a given period.
 Frequently accessed CSH: Similar to the Frequently Viewed
Topics report, but focusing on context sensitive help topics.
 Help system errors: Lists any errors found (e.g. missing map ids,
invalid or missing window definitions).

Slide 17 © IDBS 2012 Enabling Science

 Delivery of two separate help
systems.

 WebHelp Pro – Installed on
internal IDBS server.

 WebHelp – Installed on client’s
application server used to install
products.

 Application initially calls WebHelp
Pro. Falls back to WebHelp if
unavailable.
Slide 21 © IDBS 2012 Enabling Science

 Adobe RoboHelp Server 9 Getting Started Guide

 Adobe RoboHelp Server 9 Reviewers Guide

 Various websites / blogs:

◦ www.robocolumn.com

◦ www.showmethedemo.com

◦ http://www.adobe.com/products/robohelpserver.html

◦ http://blogs.adobe.com/techcomm/

Slide 22 © IDBS 2012 Enabling Science

Now that we’re
collecting statistics, we
can relax.

Slide 23 © IDBS 2012 Enabling Science

Some of our
documentation receives
less hits, so it is of less
use.
Slide 24 © IDBS 2012 Enabling Science

@robocolumn

www.robocolumn.com

robocolumn@cmcandrew.com

Colum McAndrew

Slide 25 © IDBS 2012 Enabling Science

Stephan Janssen – Founder of Parleys.com, BeJUG and Devoxx – shared his experience in monitoring of their web application infrastructure using the RTView platform. Learn how the Parleys team was able to get better visibility into potential performance hotspots in their web applications from monitoring their GlassFish application servers and associated JVM processes resulting in better user responsiveness on the Parleys.com website. Tom Lubinski, the Founder and CTO of SL, discussed how RTView helps application support and operation teams uncover bottlenecks and performance issues reducing their overall support costs and resources to maintain operations. An overview of the product architecture, solution offerings and use cases was discussed.

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Help! I need feedback. Where do I start

1. Enabling Science

9. Advantages  Easy to implement  Instantly available Disadvantages  Rarely used  Negative focus Slide 9 © IDBS 2012 Enabling Science

10. Advantages  Easy to implement  Management like it Disadvantages  Can’t be used for non-web based output  Judges the documentation popularity not quality Slide 10 © IDBS 2012 Enabling Science

11. Advantages  Easy to complete  Friendly Disadvantages  Highly subjective  Misleading vision of documentation quality Slide 11 © IDBS 2012 Enabling Science

12. Advantages  Direct customer contact  Follow up questions Disadvantages  Time consuming  Expensive Slide 12 © IDBS 2012 Enabling Science

13. Help Desk Sales Advantages Product Managers Consultants  Information easily available Business Analysts  Follow up questions Engineers Trainers Customer Support Disadvantages Marketing Quality Assurance  Everyone’s busy Testing  Office politics Account Managers Slide 13 © IDBS 2012 Enabling Science

14. Advantages  Real time analytics  Array of captured data Disadvantages  Requires proprietary code  Need to go looking for data Slide 14 © IDBS 2012 Enabling Science

15. Advantages  Designed for Technical Communicators  Easy to implement and use Disadvantages  Expense  Requires user internet Slide 15 © IDBS 2012 access Enabling Science

17.  Frequently searched terms: Lists the most frequently entered search terms.  Frequently viewed topics: Lists the most frequently viewed topics.  Search terms with no results: Lists the search terms entered by end users that returned no results.  Search trends: Displays a graphical representation of the number of searches performed by the end users.  Usage statistics: Displays the usage statistics of the help system over a given period.  Frequently accessed CSH: Similar to the Frequently Viewed Topics report, but focusing on context sensitive help topics.  Help system errors: Lists any errors found (e.g. missing map ids, invalid or missing window definitions). Slide 17 © IDBS 2012 Enabling Science

21.  Delivery of two separate help systems.  WebHelp Pro – Installed on internal IDBS server.  WebHelp – Installed on client’s application server used to install products.  Application initially calls WebHelp Pro. Falls back to WebHelp if unavailable. Slide 21 © IDBS 2012 Enabling Science

22.  Adobe RoboHelp Server 9 Getting Started Guide  Adobe RoboHelp Server 9 Reviewers Guide  Various websites / blogs: ◦ www.robocolumn.com ◦ www.showmethedemo.com ◦ http://www.adobe.com/products/robohelpserver.html ◦ http://blogs.adobe.com/techcomm/ Slide 22 © IDBS 2012 Enabling Science

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