G048: Lecture 08
Support Materials
Mr C Johnston
ICT Teacher
www.computechedu.co.uk
Overview
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Once your product is finished it can be handed over to the
user – however they will need some form of instruction on
how to use it / adapt it to use again,
These materials are known as User Support Materials and can
take many forms – examples include:
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Help sheets
Installation guides
User guides – how to do..
Technical documentation
Good Support Material
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It should be set out in sections,
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You must use headers and footers in your document,
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Each Page Needs Numbering,
Pages should indicate which section they belong to and its title,
Pages should indicate the title of the guide they belong to and perhaps the
author,
You need a common style,
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Each page section needs a title page,
A contents page is required at the front,
Use the same font and size for headers each time
Use the same font for body text in each section
Avoid creating a lot of styles. Too many styles can make a document hard to
follow.
White space is a friend,
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Don’t clutter things up even - if there are only a few words on a page don’t
worry its easier to follow,
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Be accurate
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Check the writing style
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Triple check the instructions and information being given are both correct
Always check the spelling and grammar
It must be written using non technical language so non IT literates can
understand
Avoid ambiguous or empty phrases. Do not describe a checkbox by simply saying
"Select here to do this." Explain the effect of checking or not that respective
checkbox on the process that you are documenting and on the behaviour of the
software as a whole
Use DO THIS or YOU when directing instructions and be careful to use genderneutral writing
Do not insult your reader's intelligence by pointing out the really obvious. For
example, it suffices to state only once how to start the application.
Include screen dumps to illustrate points,
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A picture tells a thousand words.
Make sure screen shots are cropped and neatly positioned within your document
Have as many fields as possible filled in the screen shots that you take, so that
your readers receive enough relevant information.
Insert pictures after each step described in your document, and for each action
that needs to be taken to obtain a specific result. It will be easier for your readers
to follow the step-by-step approach.
Place a caption under each of the inserted pictures, so that the readers know
what they are looking at.
Use numbered captions and labels round the screen shot if multiple options need
selecting
Sample User Guide Structure
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The scope of the program
How to start the program
Routes through the program
Examples of input screens and data entry forms
Instructions about data entry
Example of output screens and printed copy
Advice about how to respond to error messages
Example User Guide
Example Guide Sheet
Example Annotation
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When producing step by step guides use numbered steps and
arrows to explain what to do
There are many examples of help sheets on my website for
units G050 and G053,
Marking Criteria
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Band 1(0-1 marks)
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Band 2(2-3 marks)
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Simple user support materials are created,
They need to be of a quality which could be given to a user but may not
be that stunning,
The materials will show the application of some skills acquired in this
unit, and other units, in this specification;
User support materials of a reasonably high standard are created,
The materials will show the application of a range of skills acquired in
this unit, and other units, in this specification;
Band 3(4-5 marks)
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User support materials of a professional standard are created,
The materials will show the application of a wide range of skills acquired
in this unit, and other units, in this specification;
Application To Briefs
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Suitable support materials for different briefs include:
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Websites:
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guide
guide
guide
guide
guide
to update content in existing pages,
to upload pages,
to use a template to produce a new page,
on how to use animation to make a new advert banner for the site
to basic HTML codes
Interactive Multimedia Products
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A
A
A
A
A
DTP
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Instructions on how to install and setup the product,
Instructions on how to use the interactive presentation,
A guide on how to use the master page / template used / house style to
create a second publication,
A guide on how to edit images and text so they can be inserted into an
issue
A guide on how to create new style sheets encase a different fonts are
needed in another issue