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I was hired in October, 2000 to create a Help system for a company that has never
had a Help system with any of their custom made applications. No standards or
procedures were place. The project was still in its design phase when I started.
Today, we are developing the application and it is
milestone two. Before I created the Help system, I did an audience analysis,
created instruction and style standards, and meet with the clients and the feature
team. The initial plan was to build a Help system that encompassed the application
and the department's business rules and operational procedures. As time as passed,
changes were made to the project and the application. I created three levels
of quality assurance checks to
ensure the Help system was being created properly. I had all SME's and the client
sign off the final draft. At the end of each milestone, I did
another check on each topic. I would check all hyperlinks, etc. I also, at that
time, I had the QA manager do a final check to ensure all content was in the
topic. I wanted the QA manager to check everything, because the SME's were signing
off topics and not even making changes.
The operational procedures were never put into the Help system. Time lines changed.
I was instructed to only document the application (project
manager). The clients that were signing off my topics were the "big" guys.
Recently, a different client has been reviewing topics and the User Help
system. He is not in management, but a frequent user of the application. He
has expressed concerns regarding the Help system and he feels it is not
being built correctly. He wants the Help to answer questions that are operational
in nature. I had conducted usability tests with other frequent
users and I was told the User Help system was being built properly. Maybe this
concerned person has a different perception.
The Help system is being built exactly how I have been instructed. However,
when I started, I did suggest the Help system be built around what the
clients are doing at their desk. For example, what must they do before they
use the application. This suggestion was only noted.
I am ready to scream. The feature team and client underestimated how large the
Help system was going to be and how much resources would be needed to
make it. For example, how to install, configure and log on topics were never
considered. Nor were topics that dealt with navigating through the
screens, etc. They did not anticipate I would have quality assurance checklists
in place. They never considered that when a bug defect was logged my topics
would be impacted. For example, when a form is changed, my screen shots have
to be replaced, etc. To be honest, I underestimated the scope of this project.
Because I have never been on a project like this, I never considered everything
I would have to do. Also, I am really getting annoyed with my consultant co-workers.
The developers have no idea what I do. I am never taken seriously. However,
even though I am annoyed, I know I can proudly finish the project. My contract
has been extended to September.
I have a question for the technical writers on this group that have built many
Help systems. Have you been asked to document just the application? Have you
been asked to add operational/desk procedures in the Help? What
about the company's business and business rules?
Tamara
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