2.3.3. Help and Support for users hwk

2.3.3. Help and Support for users hwk

1. On-site help

   • When new software is installed for an organisation, for example, support is likely needed. New users may need guidance from the development team. At this stage, errors may occur in the software, and changes will have to be made to avoid these errors in the futures

2. Call-out Support

   • A service will have a technician out on site to an organisation to help sort out any problems

3. Telephone help desks

   • Operators use a computerised database of known errors and their solutions, together with frequently asked questions to sort or help with any problems

4. Email Support

   • Typically used if a problem is not time critical.

5. User Guides

   • Usually provided free with software. May come in a hard or soft copy form. May describe how to install the programs and explain how to perform common tasks

6. On-screen help

   • Wizards can be provided to make complex procedures within the package easier by breaking down the tasks into clear manageable steps. This helps to prevent user error during data input and is more suitable for novice users

7. Online support

   • Online self-help groups are available i.e. a bulletin board, discussion forum or a thread. Other users will share their knowledge to help others.

8. Hover function

   • When the user moves the mouse over an unfamiliar control, the name of that control appears, perhaps with a further butto nto click for more help