LE3 - User Documentation

• ICT
• MBO
• Studiejaar 1

Servicedesk

• What is a helpdesk / servicedesk?
• What tasks?
• What skills?
• What are you allowed?
• Which tools?

Servicedesk

What is a helpdesk / servicedesk?
What tasks?
What skills?
What are you allowed?

What will be your tasks at the helpdesk?

TASKS

Some of your tasks will be writing instructions, writing a FAQ or simply helping customers.

Let's look at some user instructions.

LE Servicedesk- User documentation

This term English combined with IT.

1. A written user instruction in English (individual)
2. An English video instruction (Teams) (in pairs)
3. Helpdesk telephone call (Teams) (in pairs)
   
   (so if you are exempt it might be wise to follow class)
   

LE3 - User documentation

Goals?

• I will learn how to write a clear instruction manual
• I will know what a clear instruction manual is
• I will learn to make a clear video instruction

Have you ever read a manual?

Yes

No

WTF?

What is user documentation?

What does a good user documentation need?

Common mistakes

Grammar issues

Native language influence

Bad structure

Lack of details
Lack of pictures

Benefits of User Documentation

• Customer satisfaction
• Support team productivity
• Customer experience

Look at the instruction, is it clear, why / why not?

Identify the Audience

Define the Purpose of the Manual

Graphics

Be brief and clear

Identify the How-To Steps

Test it.

1

2

3

4

5

6

First steps

Step 1: Identify the Audience

Step 2: Define the Purpose of the Manual

Step 3: Identify the How-To Steps

Make them clear and step by step
Step 4. Graphics
Step 5: Be brief and clear
Step 6: Test it.

•     Choose an appropriate font. (Arial or Calibri.)
•     Don’t use a font smaller than 10-point type.
• Depending on your audience, you may need to use a larger font.
•     Use headings to highlight transitions from one section to another.
• Include subheadings within heading sections as needed.
•     Present steps that must be followed in order in a numbered list format.
•     Use bulleted lists and/or tables to highlight key information.

Without pictures make an instruction how I can send an automatic reply during the holidays. (in steps)

Part 2

Video Instruction:

What?

An instructional video is any video that demonstrates a process, transfers knowledge, explains a concept, or shows someone how to do something.

(So, basically your written instruction translated to video :) )

Micro videos

Micro videos are short instructional videos that focus on teaching a single, narrow topic. They’re usually less than a minute long and appeal to today’s media consumers, who have notoriously short attention spans.

Tutorial videos

Tutorial videos are the go-to instructional method for teaching a process or providing step-by-step instructions. Usually between 2-10 minutes long, tutorial videos may leverage multiple instructional methods.

Sometimes referred to as “how-to” videos, the best ones are carefully planned and have a professional touch.

How

• Use a script
• Be clear and precise (vocal and visually)
  
• Don't use fancy FX
  (Or funky music)
• Know who you are talking to
• Make it flow.
  
• Test it
• Make the customer happy!
  

Tools?

• Windows Steps Recorder
• Teams
• Discord
• Free tools
  

Have we met our goals?

😒🙁😐🙂😃