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Ó 2002 Microsoft Corporation. All rights reserved.
The information contained in this document represents the current view of Microsoft Corporation on the issues discussed as of the date of publication. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information presented after the date of publication.
This document is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS DOCUMENT.
Microsoft
and Visual Basic are either registered trademarks or trademarks of Microsoft in
the
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End-User Support Plan |
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[Introduction to the
Template
Description:
The End-user Support Plan guides how the end-users are supported in their use of
the solution. End-users do not include development, project management or IT
operations staff that help to create the solution. Rather they refer to those
who will use the end product.
This
plan exists in conjunction with other plans that may contain information
relevant to the end-user, but is not primarily focused on them. This includes
documents such as the Deployment Plan and Support Plan. Document authors should
ensure plans are consistent.
Justification:
Satisfied
customers are a focus for any solution. The End-user Support Plan demonstrates
how the team values this focus. It also provides a roadmap to the end-user on
how the solution will be implemented from a user perspective and results in
greater support and acceptance from them. Incorporating end-user input into this
plan will also provide end-user ownership of the solution.
{Team
Role Primary: User Experience;
User Experience is the advocate for the end-user. They will drive the
content of the six functional areas of the user experience that are outlined in
this document. Input is provided primarily from the user requirements document,
but is also influenced by the other requirements
documents.
Team
Role Secondary:
Development; Development must be
aware of end-user support requirements to incorporate them into the solution
they build. Test; Test will verify
that this plan meets the functional specifications. Release Management; Release Management
is responsible for support and must implement the solution that will meet
end-users’ requirements.}]
[Description:
Provide a summary of the content of the document.
Justification:
Some readers may need to know only the
highlights of the plan, and summarizing creates that user view. It also enables
the full reader to know the essence of the document before they examine the
details.]
<<Begin text here>>
[Description:
The Objectives section describes the key objectives of the end-user support
activities in terms of creating end-user buy in and a solution that meets their
needs.
Justification:
Identifying objectives ensures that the plan’s authors have carefully considered
the situation and solution and created an appropriate end-user support
approach.]
<<Begin text here>>
[Description: The Usability Requirements
section describes end-user requirements for the solution. This includes how they
will interact with the solution features, preferred and alternative methods of
interacting with the system, changes and adjustments users need to be able to
make to the system, etc. The six sub-sections below are the key functional areas
for the end-users.]
[Description:
The Technical Communications section identifies and describes the methods for
communicating solution information to the customer. This should include a list
of the categories of solution information and how each will be provided to the
user. An example of this is “help” information, which could be delivered via
online help files, an intranet site, or other means.]
<<Begin text here>>
[Description: The Training for End-users
section describes the training that will be provided to the end user. This may
include the courses, workshops, online tutorials or other training mediums that
will be developed and made available.]
<<Begin text here>>
[Description:
The Usability section describes what the general user interface of the solution
will contain. This could include context sensitive help, error message handling,
dialogue boxes, or other features in the solution the user will directly
interact with.]
<<Begin text here>>
[Description:
The Graphic Design section describes how any corporate branding, style guides,
color palettes, fonts and images are to be handled in the interface design
standards.]
<<Begin text here>>
[Description:
The Internationalization section describes any globalization or localization
issues that will need to be incorporated into the solution. These may
include:
·
Changes
to make the feature or procedure appropriate to a market outside
·
Changes
for different languages
·
How
versions will implement the feature differently]
<<Begin text here>>
[Description:
The Accessibility section describes accessibility requirements for addressing
the needs of computer users with functional limitations, including considerations for issues
such as:
·
Visual
Impairments
-
Screen
enlargements or readers
-
Speech
recognition or systemization
·
Mobility
Impairments
-
Alternative
pointing devices
-
On-screen
keyboards]
<<Begin text here>>
[Description: The Pilot End-user Support
section describes how end-users will be supported during the pilot phase. This
should include any necessary training, technical documentation, and other items
that must be in place to ensure a successful pilot.
Justification:
A
pilot should replicate those aspects of the full deployment process, and this
must include the end-user support functions.]
<<Begin text here>>