[Sigia-l] When Should a Manual be Web-based?

[James Robertson]

At 04:17 26/02/2003, Bollaert, Jodi wrote:

>Greetings...
>
>Does anyone have any tips for deciding when a manual should be web-based
>(vs. in a PDF or Word format)?

I would step back from the online vs PDF/Word question...

Instead, I have found it useful to analyse how the
manual will be used, as this drives a lot of questions,
such as:

* what format?
* how should it be structured?
* does it need to be rewritten?

For example, if the manual supports front-line staff
(call centres, help desks, services counters, etc)
it needs to be incredibly quick and easy to use.
Typically, this means finding the required answer
in less than 30 seconds (this is an actual figure
from a project!).

In this case, a Word document would most likely
not meet that need, and instead a high-quality
online resource is called for.

If the manual is being used by management, or
other less time-critical situations, then perhaps
the legacy format is suitable.

Hope this helps,
James

-------------------------
James Robertson
Step Two Designs Pty Ltd

Knowledge Management / Content Management / Intranets

http://www.steptwo.com.au/
jamesr at steptwo.com.au