Are you lending your users a helping hand?

Productivity Apps that are available to business users will increase in number as your organisation grow.

The creation and maintenance rate of effective documentation for each app is a stark contrast to this.

Actually, It is very time consuming to document business processes to a high standard.

It is inevitable that development activities will become the focal point of a project, rather than documentation to meet the business demands.

Ask any software developer, They don’t think about documentation much perhaps until the last day.

At times, token user documentation will be hurriedly put together. It is often difficult for users to consume, but from the project perspective it will tick the user documentation check box.


But is this really a big deal? If a helpdesk is available to users, Does an organisation really need effective documentation? Can’t the users simply seek help from IT?

A lack of effective user documentation can lead to a loss of business.

Why would someone want to provide repeat business to an organisation that couldn’t even provide a way for users to help themselves through documentation?

The lack of pragmatic user documentation does not just punish end users. What about developers, testers and administrators, who need to continue to develop, maintain and secure these applications?

If a new employee is on-boarded to a project in one of these roles, user documentation can facilitate efficient interpretation of the system, its design and intended use.

There is always an expectation that new members of a project team can quickly familiarise themselves with the system and begin contributing to the solution.

The absence of user documentation means that another project member will be used as substitution, wasting time for all concerned.

When effective user documentation is provisioned within the business, users have the ability to conduct ‘self-help’ when facing issues due to lack of familiarity with the application or the business process it systemises.

There is a level of satisfaction that can be acquired as a result of finding a solution without asking for help, which can be achieved through user documentation.

Self-help will free up the helpdesk, often serviced by hybrid-role employees who also contribute to testing, development and administration of an organisation’s technological landscape.

The K2 Business Process Automation platform that we heavily utilise in our business app solutions has mechanisms for providing users with effective documentation. This assistance when using business applications in key to user adoption.

As an example, Default help information can be accessed from within K2 applications to guide users by expressing the intent of key controls and artefacts found on eForms.

A typical issue faced here is that the generic information avaialble is there to demonstrate the use at a platform level. Ot does not provide context to use within the specific application or SmartForm or the intended use from the perspective your business group.

There is a method for easily manipulating the in-app help information. Using this you can provide your users with contextual help that is tailored to their exact needs.

We have developed a simple step by step approach to facilitate the optimisation of K2 user documentation, allowing you to improve the user experience tremendously and in turn increase productivity.

Contact us to learn more on how to improve your user documentation.

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