tekom-Jahrestagung 2012 - ActiveDoc

User Assistance
A manufacturer of a technical product has a responsibility to provide
answers to all questions directed to him. A manufacturer can take on
a predictive or reactive approach to answer questions. In a reactive
approach, questions are answered as they arise, which the support
department is responsible for. In a predictive approach, technical communicators
are predicting user questions (or that is what technical
communicators should be doing) and preparing the answers before the
question is stated. This approach is possible since technical communicators
often work in a pre-release mode.
What is SeSAM all about?
SeSAM is a design methodology and architecture for technical communicators
to design technical documentation. SeSAM is a methodology
to predict user questions and design effective search user interfaces to
make answers findable, built on a faceted browsing principle. SeSAM
is based on a taxonomical approach to design, which means that user
questions are predicted and classified using multiple facet taxonomies
that are derived from the primary, secondary and third user goals.
jonatan.lundin@excosoft.se
tekom-Jahrestagung 2012
531