Alternatives to software documentation
Sometimes, software documentation is the best method of helping your customers to use your software. However, sometimes, the following alternatives are better solutions:
- Basic IT training (e-skills training).
- Blogs.
- Customer-generated help, for example, user group forums and wikis.
- E-learning (computer-based training).
- Electronic Performance Support Systems (EPSS).
- Embedded help.
- Formal training courses.
- Informal on-job training ('sitting next to Nellie').
- Online chat (instant messaging).
- Service desk. Many users prefer to telephone a service desk instead of using documentation.
- Simplification of the software. Sometimes, features are not necessary, and they are in the software only because the software developers think that the features are 'cool'.
- Third-party documentation. For example, one customer's source document contained five pages of text about a topic. TechScribe replaced the five pages with one line of text that directed readers to a website.
- Usability testing. Changes to the user interface can make your software easier to use.
- Video captures of screen-based procedures.
- Video demonstrations of procedures that involve equipment. Instead of sending long text-based information bulletins to engineers, APC uses a Video Information Bulletin to supply information to its field service engineers.
- Webinars
- Wizards that help people to do a task. Make sure that a wizard is simple to use and that the wizard does not need documentation.
- Do nothing. Sometimes doing nothing is the most cost-effective option.
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