Develop Preliminary Documentation Table of Contents
The next step is to develop a Table of Contents for the end user documentation based on the business processes, system tasks and Job/Task Profile information received from the project team and business community. How you organize the Table of Contents depends on the documentation distribution method the client selects. For hard copy distribution, develop a separate business process and system task Table of Contents. For online distribution, business processes and system tasks are usually grouped together in a single Table of Contents grouped by functional area (i.e., Purchasing, Accounts Payable, General Ledger).
Draft the End User Support Strategy Document
The End User Support Strategy Document captures all of the information gathered and developed up to this point in the Needs Analysis, as well as recommendations concerning the overall approach to documentation and training, including:
Types of documentation (business process, system task and/or quick reference)
Documentation distribution method (hard copy, online help file, online HTML file, quick reference booklet)
Training delivery methods (instructor led, self-study, computer based training)
Change management and communications. These needs are often overlooked. If they are not addressed, it can negatively affect an implementation. For more information on how to develop a change management and communications strategy, see the Eagle Change Management and Communications Methodology Document.
After you have completed the End User Support Strategy Document, present it to the Project Team and Management either in a facilitated workshop or formal presentation. Since the Strategy Document is based on information obtained from client contacts, its content should not be unexpected. If client management and/or contacts disagree with recommendations, then you need to re-evaluate those points and make any necessary changes.
Develop Preliminary Work Plan
Now that you know the scope and deadlines for the end user documentation and training effort, you need to draft a preliminary work plan. This plan is comprised of start and end dates for the different phases of the documentation and training effort, and the associated activities. These completion dates are directly linked to the overall project implementation plan, and the number of resources available to complete the estimated documentation and training workload.
You also need to add milestones to the work plan. Key milestones typically include the Analyze, Design, Develop, Implement and Evaluate phases, and activities that comprise each phase. The activities are listed in the What You Need to Do section of each chapter.