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Creating Outstanding Online Help: Principles and Practice (Software Industry)

(Contact Hours: 24) $195.00

Course Description

This course provides the basic information about gathering and streamlining techniques used to create effective online help system outline to use for the software industry, including: needs analysis, viewing sample help systems from common applications, outline creation, and tips for writing in an online environment. The major assignment will be to create a detailed online help system outline and submit and a mini-essay about WHY student chose a specific approach.

Outcomes

The student will become familiar with basic principals and practices used in writing effective online help. They will apply their knowledge by creating a solid outline for a mock help system.

NOTE: This course does not provide instruction on any online help creation software.

Assessment

1. The student demonstrates his or her understanding of what good online help is by recognizing the need for, and demonstrating, upfront analysis.
   
2. By performing a “Needs Analysis” the student will determine the goals and audience of the help system and the approach to take.
   
3. The student submits a final help system outline for assessment in the following areas: usefulness based on user and business needs, overall organisation, and clarity of tasks.
   
4. This course mirrors the work of Technical Writing; it is about continuous improvement and analysis, not “correct” answers. The student’s final grade will be based on their ability to demonstrate toward continuous analysis and improvement.

Week 1

Introduction to Online Help

During the initial class we will discuss: definitions, types, examples, and a typical organization of industry-based online help systems.

How and by whom online help is used? What is its purpose?

Why is seeing ten steps ahead in the development process so important (and often difficult)?

What is a source document and how can it/they best be used?

We will view and critique samples of both well and poorly organized online help systems. Students will perform a written critique based on samples given and submit a comparison report.

During this time students choose a study piece (a manual or specific content) they can garner into a final outline project. The original text in its original format is submitted to the instructor.

Week 2

Performing User/Needs Analysis

After the basics of online help are discussed, we will discuss the importance of performing a comprehensive user/needs analysis.

We will discuss what the student believes a user/needs analysis is, and create a list of areas to address before embarking on their online system outline.

Students choose an existing manual, online help system or piece of content they feel is suitable for converting to the online environment. They will begin the creation process by performing a needs analysis: Who, What, Where, When, Why? Findings are submitted in report format to the instructor.

Week 3

The Makings of a Great Outline

The next step is beginning the outline creation process.

We will review ideas around what constitutes a good outline (and a good help system!), how to set one up, and potential issues. Students will also work from a basic template that encompasses styles and format given to them by the instructor. Fictional samples are given to students for editing, revamping, and eventual submission for grading.

Week 4

Going Solo – With a Little Help

Students will spend the next two weeks creating and revising (and revising again!) their outlines, including: the table of online contents, topic lists, and plans for indexes.

Each week a new revision will be submitted for analysis with and by the instructor.

Week 5

Wrap Up

The student completes the final revisions, makes the applicable edits, and submits the outline for final critique by the instructor.

Week 6

Tricks of the Trade

Outlines are returned to the student noting areas of praise, and those areas needing improvement.

The instructor shares with the student some tips for creating effective online help, as well as and working in the context of the software development industry.

Time permitting, online help creation tools (specifically RoboHelp) may be discussed at a very high level.

To register or for more information This on-line registration process is for credit card registrations only. If you wish to be invoiced and pay with a Purchase Order (PO), please fax your registration form and the purchase order to 919.515.7614. If you do not have a registration form, call 919.515.2261 and request a form; however, NCSU employees may use this on-line registration to pay via IDT.
Online	registration
Phone	919.515.2261
Fax*	919.515.7614
E-mail*	ContinuingEducation@ncsu.edu

*Make sure to include your name, address, and what information you are requesting.