Online Help for Transcript Services Software

SCRIP-SAFE

Challenge

SCRIP-SAFE® provides paper and electronic transcripts, diplomas, secured corporate papers, and desktop diploma software for over 1,800 national and international corporations, colleges, and universities.

SCRIP-SAFE produces an online application, eSCRIP-SAFE®, which provides electronic access for registrars and students of colleges and universities to request, track, and receive transcripts. When SCRIP-SAFE updated its application and started to experience pain points with respect to an increase in the number of support calls relating to the same issues, they SCRIP-SAFE decided to implement an Online Help system that would enable users to receive instant help for commonly asked questions. The Online Help would be:

• Professional and representative of the SCRIP-SAFE brand
• Easy-to-use
• Compatible with most internet browsers

Solution

To determine the best approach, Contiem worked with SCRIP-SAFE to understand the target audience and overarching objectives for the Online Help. Contiem also evaluated eSCRIP-SAFE and identified the topics that needed to be documented.

Contiem recommended page-level help for the eSCRIP-SAFE application. Page-level topics are used to describe the purpose of the page as well as the fields (tasks) on the page. This type of help is a cost-effective solution and a good fit for very straightforward applications.

Contiem identified the topics that needed to be developed and then created the content for each topic. SCRIP-SAFE’s branding requirements were to create a customized look and feel similar to the current online application. Contiem also created a series of map IDs to be used by SCRIP-SAFE developers to link from pages in the application to the appropriate topics.

Result

Contiem created a customized Online Help solution that covers eSCRIP-SAFE’s tasks and functions. The page-level help is written for audiences of all levels, ensuring that anyone who uses the application will find the system intuitive and easy to use.

The Online Help includes a set of navigational features to provide enhanced ease of use. These features include an expandable table of contents, hyperlinked cross-references, full-text search, an index, and a glossary. SCRIP-SAFE is now able to provide its customers with “just-in-time” information, giving an immediate answer to a question about a specific window, dialog, or field.

Whether you have a simple online application or a complex software package, Contiem can work with you to create a customized Online Help solution to meet your customers’ needs.