3.8 Training and supporting users

3.8 Training and supporting users

1. 8.3

   • software help files
     • on screen help files should be the first port of call for simple queries about software features
     • these wll usually include search facilities that will help the user find what they need.
     • Context sensitive help responds to what the user was doing when help was requested.
   • User guides and manuals
     • Fewer software packages come with printed manuals than was previously the case, and many now supply only the most basic installation on paper preffering to include electronic versions on the media on which software is supplied or on the support area of the company website.
     • whilst user guides can be useful, many people find them difficult to understand, particularly if they are not particularly strong technically.
     • Third party manuals are often available at a range of levels to suit different users and may carry a mixture of training and support information.
   • On site technician/ help desk
     • Larger organisations usually have their own ICT technicians and support staff who help users through difficulties of software, hardware or both.
     • In large organisations they will specialise in particular areas, but in smaller ones the technician is also likely to be the person offering support in a range of areas.
   • Existing user base
     • other users who already know how to sue the software or hardware can be a useful source of support for users. in any organisation it is likely that if a problem occurs for a novice user, someone else in the organisation will already have met and solved it.
     • This can be extended to users from other organisations by the setting up of user forums on the internet where people can post questions and other more experienced users post possible solutions.
   • Email and chat support
     • Some help desks offer support via emails or dedicated online chat. This tends to be a cheaper way of offering support than a telephone response from a support engineer and many companies encourage the users to use it rather than phone.
   • Remote support
     • Some companies may set up an arrangement where they can log into the organisations network and investigate and carryout solutions remotely.

2. Factors that might influence a choice of support methods

   • Is there enough work to justify employing support staff?
   • How complex is the setup to be supported?
   • How much support is provided free with software?
   • How much will a support contract cost?
   • what will it include?
   • How quickly will support be delivered?
   • Are there security issues with using external contractors?