Localization/UA

User Assistance (UA) in the field of localization (see main article: Localization) is a general term referring to information assisting the end user in the handling of a product. This can be provided in different ways, such as integrated help, online help, webpages, documentation in electronic or printed form.

Terminology

There is a variety of terms and acronyms used for different types of content. Here are some of the most common definitions:

• User Education (UE), sometimes used as a synonym for User Assistance (UA), when addressing the same topic.

• Content is a generic term for information provided to end-users. In this case, it refers to anything but the software (SW) itself.

• Documentation is content provided as enclosed documentation in electronic or printed form. Anything but online help.

• Help is information referring to software, e.g. a program such as an operating system (OS) or Software System, usually connected or linked to the corresponding functionality or behavior.

User Assistance (UA) types

User assistance can be delivered to the customer or the end-user in different forms, also known as deliverables. End-users frequently will have the option to access this support information through multiple sources. Here are the main types of localizable user assistance:

• Offline or In The Box

Help used to be completely embedded and shipped with the product. Files containing the help content are combined with the software and shipped "in the box". Basic help files, readmes, and license agreements are usually still shipped with the product in case no internet connection is available.

• Online

Increased availability of internet connection allowed companies to provide user assistance online. This makes it easy to keep the content current and enable quick reaction to any updates or unplanned issues. The content is provided on webpages and does not have to be in sync with the product release schedule.

• Printed

For some products, printed content, especially product documentation is still provided in printed form. Especially government and clients in security facilities with shielded network connections require user assistance to be provided in a printed form.

• Legal Content

Legal content may need to be provided separately to user assistance and require user interaction. This can be end-user agreements, privacy notes, or terms and conditions.

Audiences

Individual contributors or end-users: These are users running a standard software tool with limited complexity. They have beginners to intermediate technical expertise. User support for this group varies depending on the product type but is usually more visual and multimedia heavy. These users don't need a very deep and context-rich help, but rather examples and how-to steps on getting things done quickly. Here content creators are creative in finding new appealing types of user assistance and work closely with user interface designers (see User interface enfineering).

Information Technology professionals (ITPros): This group may include administrators, developers, IT project and program managers. This audience has a much deeper technical expertise and is data and fact focused. The information needs to be rich, exact, detailed, and functional. Visuals and multimedia are rarely used for this type of user assistance. The content is written by product specialists and includes only tables, process diagrams, and flow charts. The content is provided in well structured hierarchical websites.

Creators

Teams of authors and editors: Medium to big size companies employ content teams consisting of writers, editors, multimedia specialists, and content engineers. These tasks may also be outsourced to companies specialized in content creation. Content writers may have a different background or focus, depending on the deliverable type (see Localization/UA#UA_types).

Developers, Designers: For smaller teams, the developers or software designers may write the content themselves.

In-country experts: If a product addresses different or specific user groups and audiences in different markets, the content may need to be adjusted. This is essential for marketing content in different countries. International audiences differ a lot depending on country and culture. Subsidiaries may create their own or adjusted content for the individual market. This special content is then published on the market specific website. This may go as far as that market specifics require to adjust the functionality and the features of a product.

Tools and Process

Authoring Tools

Graphics Tools