System and Technical Documentation

System documentation
involves developing and
documenting all the
processes of system
development. This
includes such items as
data dictionaries, data
flow diagrams, network
diagrams and all other
design documentation
that occurred
throughout
development. All
equipment will be
logged and all the
technical parts of the
system must be
documented for future
reference.

User Documentation
User documentation is a set of documents that assist the user use the
system, software or hardware being implemented. It normally consists of a
set of paper based and online facilities to train or help the user. It can
include training manuals, procedure guides, quick help cards, and
frequently asked questions.
Rob Appel, the CEO of
ChaosMusic, at the launch
of his music retailer's
online store in Sydney. Visit
ChaosMusic at
http://www.chaosmusic.co
m.au and consider the
types of documentation
provided for users of the
site. Does the information
provided enable users to
interact with the site easily
and effectively? Consider
the brochure Appel is
holding? How do you think
this was incorporated into
the plans for user
documentation?

Paper Based Documentation

Paper based documentation is the traditional form of user documentation. It consists of manuals and
reference guides that would be available in the computer section of your local bookstore or library. It
also includes documents produced in-house that are specifically designed for the system. User
manuals are the most common form of paper-based documentation. They cover, in a tutorial format,
the steps required to complete the sort of tasks that an end user would perform on a routine basis.

Electronic Documentation
Over the last few years electronic documentation has become a popular way to give employees
and/or end users the assistance they require to complete tasks. Most software packages now come
with the help manual in printed as well as electronic form. Electronic documentation takes
advantage of hypertext and other multimedia elements. Some packages also come with a CD-ROM
to take the user through a series of tasks to familiarise them with the software or hardware
operations. Because these forms of documentation are available at any time from the computer they
are often referred to as being 'online'.

It is important to identify the user and their documentation requirements.

Users are normally categorised by their level of knowledge of the operation of the system:

Novice

Need quick start guides, troubleshooting tips

and user manuals that explain basic
processes in detail

Intermediate

Need more detailed user manuals which

assume some prior knowledge,
troubleshooting guides and simple technical
guides

Expert

Need manuals with explanation of complex

or advanced features

Or by their level of involvement with the system:

Expert

Support specialists, usually software or

hardware technicians whose role is to
maintain the system?

Specialists

These users depend on the use of information

systems to do their work. They may include

data entry operators, web developers and
graphic designers.
Adjunct

People for whom information technology

assists them in their work but is not essential.
This group includes medical staff, teachers,
accountants, lawyers and store managers.

Incidentals

Occasional users of an information system.

Examples include a customer using a
company's web-based product catalogue to
order goods, accessing point-of-sale systems,
or even interacting with an electronic
switchboard with voicemail.

When developing user documentation the level of knowledge and involvement should be considered.
Documentation must be geared directly towards the needs of a particular user or group of users.

The System Development Life Cycle Overview

information systems and products do not just 'happen' - they are usually the result of a process that
identifies problems and creates solutions to them. The most successful information technology
systems are those that are able to properly solve problems within an organisation. The development
of information products and systems will usually follow a process that involves a number of distinct
phases.
There are a number of names that this process is given, including: system life cycle, system
development life cycle and system development methodology. We will use the term system
development life cycle (SDLC) however, any of the other terms could be used interchangeably. There
are five phases. Each of the phases has a series of events or steps that are completed in order to
arrive at the final product.

The Planning Phase

There are many factors which may prompt change within organisations. Some examples include:

a change in government policy

the introduction of new, or amendment to existing, legislation

market trends

community attitudes and values

availability and cost of equipment

desire for increased competitiveness

employment agreements

health and safety.

Regardless of the reason, the development of any computer based information system should receive
careful planning. Proper planning is important as it allows:

the scope of the project to be defined

potential problem areas to be identified

the sequence of the tasks to be identified

for the provision of a basis for control.

The planning phase will normally follow a sequence of steps including:

recognising the problem

defining the problem

setting project objectives

identifying constraints

conducting feasibility studies

creating project proposals

establishing control mechanisms.

A GANTT chart may be used to assist in the planning of a new system.

Note - the planning that takes places in this process is not the planning of the program or system,
rather, it is the initial steps that take place to define the project and set the objectives that will be used
to evaluate the overall success of the final solution

The Analysis Phase

The analysis phase of the SDLC is where existing system(s) are studied with the aims of designing a
new or improved system. In this phase, a number of important decisions are made - including who will
work on the system, and the setting of specific performance goals for the system to achieve.
Data must be gathered on the strengths and weaknesses of the existing system by using methods
such as:

observation

research

interviewing

sampling to trace procedural paths and information flows

The analysis phase has the following steps:

announcing the project

creating the project team

defining information needs

defining system performance criteria

creating a design proposal

At the conclusion of the analysis phase a decision on whether or not to proceed with the project must
be made. This decision will be made based upon the information that is contained within the design
proposal - hence it is important that the design proposal clearly identifies what resources will be
required to complete the project and sets the major goals and the time frame for the completion of the
project.

The Design Phase

The design phase, as the name suggests, is where the new system will be designed. In this phase
the processes and data required by the new system are defined. In most projects, there will be a
number of different ways in which the problem can be solved - and consequently, in this phase, it is
important that a number of different alternatives are investigated to ensure that the most efficient
and effective solution is adopted.
In this phase, the steps that are followed include:

preparing a detailed system design

identifying and evaluating alternative system configurations

selecting the best configuration

preparing an implementation proposal.

The Implementation Phase

The implementation phase is where physical and conceptual resources that are required for the
project are obtained and integrated into the existing system to produce the final working system.
There are a number of steps that are followed in this phase, including:

planning and announcing the implementation

acquiring the hardware resources

acquiring the software resources

preparing the physical facilities

educating the participants and users

preparing an implementation schedule (or changeover)

changing over to the new system.

The Use/Evaluation Phase

Once the system has been implemented, the final phase in the project will be the use and evaluation
phase. In this phase, the system should be in full use to meet the objectives that were initially
identified in the planning phase.
The use/evaluation phase has a number of steps:

using the system

auditing the system (including a post implementation review)

maintaining the system

re-engineering proposals.

Some methods by which data can be gathered for this phase include:

recording equipment breakdowns

monitoring staff absentee rates

logging help desk enquiries

surveying customers

For each of these methods, some or all of the following criteria may be applied:

efficiency (time, cost, effort)

effectiveness (timeliness, accuracy, relevance, completeness)

maintainability

Test your understanding. Print out the following summary sheet then fill in the blank spaces
to complete the document. Answers are provided on page two.
A. The Planning Phase

In order to define the scope of a project and to identify potential problem areas the development of
any computer based information system must be carefully (1). The planning phase
normally follows a sequence of steps including recognising the (2)... , setting project (3)
... , conducting (4). studies and establishing control mechanisms.
B. The Analysis Phase
During the Analysis Phase of the SDLC existing systems are studied with the aim of designing a new
or improved system. Steps involved in this phase include (1)..... the project, creating a
(2)..... team, defining (3)..... needs, defining system (4).....criteria
and creating a design (5)...... . At the conclusion of this phase a decision must be made as
to whether or not the project will (6).....
C. The Design Phase
During the design phase the (1).... and (2).... required by the new system are
defined. During this phase it is important that a number of different (3)..... are
investigated to ensure that the most efficient and effective (4)..... is adopted. Part of the
design phase involves preparing an (5)..... proposal.
D. The Implementation Phase
In the implementation phase physical and conceptual (1)..... required for the project are
obtained. Some of the steps in this phase include preparing the (2)..... facilities, (3) ..
... the users/participants and (4)..... over to the new system.
E. The Use/Evaluation Phase
Once the system has been (1)..... the final phase in the project is the Use/Evaluation
phase. During this phase the system should be in full use and meeting the (2)..... that were
set during the (3)..... phase. This phase has a number of steps including using the (4) ..
... , auditing the system, and re-engineering
(5) ... .

Answers
A. The Planning Phase
(1) planned
(2) problem
(3) objectives
(4) feasibility
B. The Analysis Phase
(1) announcing
(2) project
(3) information
(4) performance
(5) proposal
(6) proceed

C. The Design Phase

(1) processes
(2) data
(3) alternatives
(4) solution
(5) implementation
D. The Implementation Phase
(1) resources
(2) physical
(3) educating
(4) changing
E. The Use/Evaluation Phase
(1) implemented
(2) objectives
(3) planning
(4) system
(5) proposals