Trends in Software User Assistance

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An introduction to the user assistance field and a presentation of some of the latest trends.

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Trends in SoftwareUser Assistance :

Trends in SoftwareUser Assistance Joe Welinske joewe@writersua.com

Slide 2:

www.writersua.com

Trends in Software User Assistance :

Trends in Software User Assistance What is it that we do?

The User Assistance Skill Set :

The User Assistance Skill Set Writing Procedures, Reference, Wizards, Embedded, UI Editing Copy, Technical, Developmental Task Analysis SME Interviewing Indexing, Search Instructional Design, e-Learning Localization, Translation Content Management Multimedia Development Images, Videos Information Design Schemas, Ontologies Usability Testing, User Interface Design Quality Assurance, Testing Coding Online Help CHMs, Web Help Coding Web Content HTML, XML, CSS, JavaScript, Flash Programming C++, php, Perl, Ajax

Writing valued highly :

Writing valued highly Survey on WritersUA.com Procedures 81% Reference 75% Interviewing 69%

Technical web skills :

Technical web skills Core: detailed knowledge HyperText Markup Language, HTML Cascading Style Sheets, CSS Supplemental: good understanding of process and terms JavaScript, Programming, IT W3C, Oasis Standards XML, XSL, XHTML, DITA, Databases Graphics Accessibility

Salary: Determining Factors :

Salary: Determining Factors Geography: Proximity to IT Centers Source of Core Skills On the job: 60% On your own: 22% Seminars and Conferences: Most $ Big companies: 500+ Management responsibility 75-100% of time for a 25% bump

We work with more than “Help” :

We work with more than “Help” Survey on WritersUA.com Digital manuals 79% Browser-based Help 78% Browser-based Help  Microsoft HTML Help 

But Help remains a prime deliverable :

But Help remains a prime deliverable Microsoft HTML Help for Windows Apple Help for Mac Oracle Help for Java and the Web Sun JavaHelp for Java Eclipse Help Browser-based Help (DITA Help) (AIR Help)

Windows Help :

Windows Help HTML Help released in 1996/1998 is the main solution recommended by Microsoft. “While Microsoft develops future Help technologies, we encourage Help authors to continue using HTML Help 1.4.” WinHelp is not directly supported in Vista Windows Help v. 3 may be a future solution, but is currently for Visual Studio developers “Sandcastle” provides tools for managing reference API documentation Some basic support for Mobile apps * See http://www.writersua.com/articles/news/news_2007_1201.htm

Windows is the dominant platform :

Windows is the dominant platform

Trends in Software User Assistance :

Trends in Software User Assistance Emerging Paradigms in IT

New categories of applications :

New categories of applications The OS no longer owns the UI

Chrome OS :

Chrome OS

New categories of apps: Mash-ups :

New categories of apps: Mash-ups

New categories: Web-based API Docs :

New categories: Web-based API Docs Top APIs for Mash-ups

New categories of apps: custom devices :

New categories of apps: custom devices One Laptop Per Child HP Printers Ford Sync

An explosion of the device matrix :

An explosion of the device matrix "The mobile device will be the primary connection tool to the internet for most people in the world in 2020." – Pew Research Associated applications along with their UA content are customized to the device.

Help for iPhone applications :

Help for iPhone applications

Slide 20:

Simplistic applications versus…

Slide 21:

…Robust, full-featured apps.

Help issues remain the same :

Help issues remain the same Effective explanations of: the knowledge domain the user interface Effective topic access Context sensitive links TOC, Index, Search Effective presentation "Zero-learning curve applications don't exist" – Bruce Tog Tognazzini

Trends in Software User Assistance :

Trends in Software User Assistance Emerging Paradigms in UA

Comprehensive support :

Comprehensive support Context-sensitive topics Wizards FAQs Tip sheets Community portal Printable User Guide Twitter RSS feeds / email Server-based content UI Help text "Cheat" sheets Glossary and Index Release notes Blogs Training videos Knowledge base Wikis You Tube

Adobe Tech Comm Suite :

Adobe Tech Comm Suite Acrobat FrameMaker RoboHelp Captivate Photoshop Presenter The concept of tool "suites" is growing and providing: * Value * Integration * Comprehensiveness …web-based version??

Craft through Agile methods :

Craft through Agile methods High Priority Topics Crafted, Exposed Edge Cases Evaluated, Layered Ongoing Review And Iteration

Craft through careful content creation :

Craft through careful content creation Edit Tag Test Convert Translate Localize Update Manage Initial Text Processed Content $$ $$

Structured Authoring :

Structured Authoring Structured authoring transforms content into data XML and SGML are data formats Required for: Content management systems (CMS) Effective single sourcing Governed by elements and hierarchies Separates content from presentation Changes our work roles and production process

Structured Authoring with DITA :

Structured Authoring with DITA Designed for discrete technical topics Topics are collected into info sets No WYSIWY - but WYSIOO What You See Is One Option Transforms to HTML, DocBook, PDF, HTML Help, Eclipse Help Tools and technologies need to evolve to attract small to medium size publishing teams.

DITA – An information architecture paradigm :

DITA – An information architecture paradigm Darwin Information Typing Structure Originally developed by IBM; a key IBM application development technology Under auspices of OASIS Approved current version is 1.1 topic, navtitle, related-links, concept, reference

DITA Help Subcommittee :

DITA Help Subcommittee Subcommittee of the TC ~20 members SC Members must be TC members Aim: To make recommendations on the integration of DITA-authored Help systems and software applications using context-sensitivity Chair: Tony Self http://www.oasis-open.org/committees/tc_home.php?wg_abbrev=dita-help

HTML 5 :

HTML 5 AKA "Web Applications 1.0" WHATWG vs. W3C A collaborative challenge Quicker development of key attributes Web Hypertext Application Technology Working Group Apple, Mozilla, Opera, others http://wiki.whatwg.org/wiki/FAQ HTML 4.01 + XHTML 1.0

HTML 5 constructs :

HTML 5 constructs section: chapters, tabbed pages, sub-page elements article: a chunk of content, independent aside: notes, tips header / footer menu: a block of labels and actions figure: associated image / caption (data handlers): table manipulation

HTML 5 sample template :

HTML 5 sample template

HTML 5 :

HTML 5 WHATWG Spec: http://www.whatwg.org/specs/web-apps/current-work/ W3C Spec: http://www.w3.org/html/wg/html5/ HTML 5 FAQ http://www.ibm.com/developerworks/library/x-html5/ Current support is very limited http://www.gcn.com/Blogs/Tech-Blog/2009/08/HTML-5-steps-up.aspx

Air Help :

Air Help Adobe Integrated Runtime A "wrapper" for Rich Internet Applications Allows a custom app to run on different platforms without custom programming Free runtime software Scott Prentice has experimented with its use as a delivery environment for UA www.leximation.com/airhelp/ Adobe has released RoboHelp Packager for AIR

AIR Help :

AIR Help http://www.leximation.com/airhelp/

Evolution of Web Portals :

Evolution of Web Portals Central web-based access to point to all UA content Repository for doc downloads Magazine-style How-to articles Tips and Best Practices Interactive tutorials Forums / Wikis Provide context sensitive links from application screens to related content

UA Web Portal example :

UA Web Portal example

Training Convergence :

Training Convergence

Web 2.0 and User Assistance :

Web 2.0 and User Assistance Rich user experience through connectivity Collaborative content "Folksonomies" and tag clouds Wikis and discussion forums Information Retrieval AJAX, RSS Opportunities require trust in viral networking, significant investment to create the functionality, and an extremely large user base.

User communities :

User communities A support Wiki List serves and discussion boards can be a good place to harvest acronyms and tips, and to identify problems.

Webworks wiki :

Webworks wiki WebWorks WIKI http://docs.webworks.com/ePublisher/2009.1/Help/01.Welcome_to_ePublisher/01.WelcomeHelp

User communities :

User communities

iPhone Manual :

iPhone Manual

Flash for Simulations (Mobile) :

Flash for Simulations (Mobile) http://support.vzw.com/phones/index.html?p=3411

Findability through search engines :

Findability through search engines Exploiting Google and Yahoo posting "mirror" content on a server promote links to mirror content

Tips via email :

Tips via email

RSS in action for UA :

RSS in action for UA

Craft in blogs :

Craft in blogs *See http://adcenterblog.spaces.live.com/

Craft in UI text / embedded assistance :

Craft in UI text / embedded assistance

Pop-up effects :

Pop-up effects * See http://www.writersua.com/articles/fadingtooltips/index.html

On the horizon :

On the horizon Personalization Video presentation More DITA, structured authoring More server-side deployments Rolling release schedules Live-to-site testing Voice Help??