1.1.9 Evaluate different methods of providing user documentation
This is a file attached to the program which contains the documentation organized by topic. Its consistent availability is its main advantage. These cannot be updated except through software in patches.
This would require an internet connection in order to access the documentation. However, you can also access them from anywhere that has an internet access. They can be updated in real-time.
This cannot be directly accessed through a computer, and if the physical copy is lost they would lose access to the documentation. The manual cannot be automatically searched, like the digital versions can, and they cannot be updated with system changes.
Online support can also be through a live chat, or a video session, whereby you can get real-time support from a technician. This support gives a feeling of being supported by a real person and is preferred by many people. This support is targeted to resolve specific problems quickly.
Support may also be offered by a remote desktop connection where a technician will connect to and be able to control your computer to see first hand what the problem is and resolve it for you. This solution is ideal if you want your problem solved quickly and is also very useful if the user is not very experienced. There are security issues here, as you are granting an unknown (albeit trusted) third party access to your computer.
Many systems now come with user documentation such as tooltips and dynamic page content within the system itself. One example is when you hover your mouse over an icon, a small box appears with help information. Embedded user assistance is context-specific, task-specific, and does not require novice users to ask the right question to find the suitable answer.