Accessibility

Table of Contents

  1. Introduction
  2. Obtain feedback, search non-HTML docs, and merge projects
  3. Optimize your help system with user feedback reports
  4. Tweak and fine-tune the search process
  5. Publish content from your hard drive to the server
  6. Important tips for upgraders

Adobe RoboHelp Server 6 improves the feedback loop

Optimize your help system with user feedback reports

RoboHelp Server 6 offers seven reports that can be refreshed in real time by clicking the Update button from the Web Administration dialog box.

  • Unanswered Questions: If no topic can be found for a search term, the user gets the message, "Sorry, we were unable to find a good answer for your question." This search term is then stored in the database and will be included in the Unanswered Question report (see Figure 3.)
  • Frequently Asked Questions: All questions, whether they receive a search result or not, are combined into one comprehensive report. To aid in analysis, both the actual total times the question was asked as well as the question's percentage of occurrence are presented. In addition, similarly asked questions can be grouped (see Figure 5).
  • Areas Requiring Help: This report shows areas of the application from which users request help most frequently.
  • Frequently Viewed Content: Think of it as a "popularity contest," or which topics are accessed most often.
  • Usage Statistics: This traffic report shows user activity by hour, day, month, or year. (see Figure 4)
  • Question Trends: This report shows the number of answered versus unanswered questions over time.
  • Help System Errors: This report includes errors such as missing data and broken links that occur while the server is delivering help to end users.

A partial view of the Unanswered Question report. This is valuable to provide continuous content improvement in later revisions of the help system.

Figure 3. A partial view of the Unanswered Question report. This is valuable to provide continuous content improvement in later revisions of the help system.

The author can use this Usage Frequency report to determine various traffic patterns of visitors to the help system over periods of time.

Figure 4. The author can use this Usage Frequency report to determine various traffic patterns of visitors to the help system over periods of time.

  • Grouping Questions: Often many users have essentially the same question but ask it a slightly different way. Grouping questions can help avoid long lists of search terms (See Figure 5).

By using the Grouping command in the Web Administrator dialog, you group questions phrased many ways to quickly analyze feedback.

Figure 5. By using the Grouping command in the Web Administrator dialog, you group questions phrased many ways to quickly analyze feedback.

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