atw: Re: All Electronic Doco Solution?
- From: "Matthew da Silva" <mdasilva@xxxxxxxxxxx>
- To: <austechwriter@xxxxxxxxxxxxx>
- Date: Tue, 27 Mar 2007 14:38:07 +1000
SupportPoint was developed by Panviva in 2001. Panviva was originally a
document creation company. They saw a gap in the market for document
delivery and developed the software to fill it.
SupportPoint is a high-end delivery system. It provides
context-sensitive help and if the client version is purchased, runs
concurrently with the target application. There is also a web-based
version. SupportPoint does not run on Macs.
If the client version is used, SupportPoint provides 'always-on-top'
functionality. This means that the SupportPoint window always sits on
top of the application, enabling easy navigation. The interface has a
number of standard tabs visible always. The tabs are 'Content', 'Rules',
'Workflow' and 'Tasks'. Because there are a number of different tabs
visible always, SupportPoint gives the user multiple avenues to relevant
support documents.
To access the interface, the user simply clicks on an icon in the
Microsoft Windows status bar. This spawns the interface window, with all
tabs visible immediately. Relevant content is sourced and available
immediately.
A user can also make notes which are visible only to him- or herself and
the system administrator. This enables the sys admin to review the ways
users are using the system, and update the regular content accordingly.
There is also an email feature. By clicking on an icon, the user can
generate an email that is then sent to specified business owners, BAs,
production support etc. This is a convenient feature, as the user can
request further information while they are inside the SupportPoint
window; there is no need to go to Outlook, find the relevant person etc.
The sent email automatically contains information about the location it
was sent from.
Matthew da Silva
Technical Writer
Communications and Training Team
Application Services Group
Information and Communications Technology
Level 3, Services Building G12, 353 Abercrombie Street, The University
of Sydney, NSW, 2006
Tel: (02) 9036 9091 Mob: 0434 536 772
-----Original Message-----
From: austechwriter-bounce@xxxxxxxxxxxxx
[mailto:austechwriter-bounce@xxxxxxxxxxxxx] On Behalf Of Craig Bligh
Sent: Tuesday, 27 March 2007 2:06 PM
To: austechwriter@xxxxxxxxxxxxx
Subject: atw: Re: All Electronic Doco Solution?
Thanks Chris - we're currently running SharePoint 2003 in-house and I
find it far too structured and rigid for what I'm looking at - but since
we're an MS shop, of course we already have an SP 2007 licence! So I'll
be talking to our sys admin into get a version of that up and running.
Even though we get MS products free through our Gold Partner status, I'm
trying to find the best fit for users rather than just using something
because we get it for free. Case in point - we use the Microsoft CRM
here because we received a great deal on it. It wasn't a good idea.
A lot of the suggested products seem to be more inhouse knowledge
management rather than client-facing - I guess there's no reason we
couldn't roll out to clients though. Thanks everybody so far - I have a
few great starting points.
Cheers,
Craig
-----Original Message-----
From: austechwriter-bounce@xxxxxxxxxxxxx
[mailto:austechwriter-bounce@xxxxxxxxxxxxx] On Behalf Of Chris Lofting
Sent: Tuesday, 27 March 2007 1:34 PM
To: austechwriter@xxxxxxxxxxxxx
Subject: atw: Re: All Electronic Doco Solution?
> -----Original Message-----
> From: austechwriter-bounce@xxxxxxxxxxxxx [mailto:austechwriter-
> bounce@xxxxxxxxxxxxx] On Behalf Of Craig Bligh
> Sent: Tuesday, 27 March 2007 1:14 PM
> To: austechwriter@xxxxxxxxxxxxx
> Subject: atw: All Electronic Doco Solution?
>
<snip>
> Obviously this would mean a move away from Frame/WebWorks. Does
> anybody know of a tool that would help me achieve the flexibility I'm
> talking about? Our CTO suggested a Wiki that support/users could help
> maintain - and I have to say I'm warming to this a lot. What do you
guys think?
>
Since you're organisation is MS-favouring (certified) house, try
sharepoint 2007. IT has wiki built-in as it does CMS (and so hierarchies
of documents
etc) and all 2007 office etc folds in for a 'total' experience (and that
includes the 'totalist' mindset of MS!)
If you don't want that expense and issues (you would need a sharepoint
administrator - it needs regular housekeeping) then try Plone - it is
CMS/wiki and is open source (http://plone.org) and REALLY easy to
install, even on a laptop, up and running very quickly... or else twiki
(http://twiki.org), comes with a lot of useful plugins although one gets
the idea that those who write plugins don't check their functionality
with other plugins!
Chris.
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