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Last updated on 2024年5月4日

How do you balance the timeliness and completeness of documentation in application support situations?

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As an application support specialist, you know how important documentation is for your work. Documentation helps you troubleshoot issues, communicate with stakeholders, and maintain quality standards. But you also face the challenge of balancing the timeliness and completeness of documentation in different application support situations. How do you decide when to update, revise, or create new documentation? How do you ensure that your documentation is accurate, clear, and consistent? How do you manage documentation updates and versions? In this article, we will share some tips and best practices on how to balance the timeliness and completeness of documentation in application support situations.

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Bhargavi Verma

107x Top Voice (In Top1% - 94 Domains) { Project, Business & IT Mgmt & Operations} | Business Analysis & Intelligence |…
Pranesh Kumar

AI Tinkerer | Data Operations Engineer | Game Designer | Dark Sky Advocate
Zaheer Bhatti, PhD

Middleware Solution Architect/Management

1 Know your audience and purpose

The first step to balance the timeliness and completeness of documentation is to know your audience and purpose. Different types of documentation serve different purposes and have different audiences. For example, user manuals, FAQs, and release notes are meant for end users, while technical specifications, code comments, and troubleshooting guides are meant for developers and support staff. Depending on your audience and purpose, you need to adjust the level of detail, tone, and format of your documentation. You also need to consider the urgency and impact of the documentation. For example, if you are fixing a critical bug, you need to document the solution as soon as possible and notify the affected users. If you are adding a new feature, you need to document the requirements, design, and testing process thoroughly and update the user manuals and release notes accordingly.

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Pranesh Kumar

AI Tinkerer | Data Operations Engineer | Game Designer | Dark Sky Advocate
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Documentation is crucial in an application's lifecycle, and it's important to know the target audience. Categorizing documents according to your organization's security classification guidelines helps segregate the audience and tag privacy settings. Regularly reviewing the documentation is also crucial to keep it up-to-date and relevant.

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Zaheer Bhatti, PhD

Middleware Solution Architect/Management
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In addition to incorporating procedural steps (the 'How'), documentation should cover the 'why' (and expand on the underlying concepts that underpin the processes where applicable). Documentation should undergo periodic peer reviews (or recertification) to ensure accuracy, completeness and effectiveness (in achieving successful outcomes).

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Kavya Wadhwa

High Energy Physics & Nuclear Physics | Nuclear Security | Climate Change | Clean Energy | Net Zero
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I believe documentation is one of the key things around any topic, when you write the minutes of the meeting and when you refer them back you learn about the shared objectives and details of information shared, furthermore the documentation keeps you organised. Moreover, In the present day the documents aren't only obligated to be text based but they are better with visuals like a map of the topic.

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ABHISHEK SAKLANI

Dedicated Application Support Engineer | Network Operations Expert | ITSM Enthusiast
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Balancing timeliness and completeness in documentation for app support requires a strategic approach. Prioritize immediate documentation of critical information, focusing on essential details during time-sensitive situations. As the urgency subsides, allocate time for comprehensive documentation, ensuring all aspects are thoroughly covered. Establish clear documentation guidelines to streamline the process. Encourage collaboration between support and documentation teams for efficient knowledge transfer. Regularly review and update documentation to maintain accuracy. This balanced strategy ensures timely availability of crucial information while maintaining the depth needed for comprehensive understanding in application support situations.

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Naja Brightmon

Clinical Operations Systems Support Liaison IV
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Documentation is essential to help with communicating processes and outcomes. With proper documentation you can offer consistent customer support and also gives users/staff more confidence when assisting if they have an essential document providing the steps to achieve the solution or outcome. If you have proper documentation that is accessible to the staff in your department it will ensure everyone is doing the same process across the board.

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2 Follow a documentation process and standard

The second step to balance the timeliness and completeness of documentation is to follow a documentation process and standard. A documentation process defines the steps, roles, and responsibilities involved in creating, reviewing, approving, and publishing documentation. A documentation standard defines the rules, guidelines, and templates for writing, formatting, and organizing documentation. Following a documentation process and standard helps you ensure that your documentation is consistent, reliable, and easy to access and maintain. It also helps you avoid duplication, confusion, and errors in your documentation. You can use tools like document management systems, version control systems, and collaboration platforms to support your documentation process and standard.

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Bhargavi Verma

107x Top Voice (In Top1% - 94 Domains) { Project, Business & IT Mgmt & Operations} | Business Analysis & Intelligence | Content , Creative & Technical Writing | Co-Author (15+Books) | Google Certified-Data Analytics
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A documentation process outlines the steps, roles, and responsibilities involved in creating, reviewing, approving, and publishing documentation. Simultaneously, a documentation standard establishes rules, guidelines, and templates for writing, formatting, and organizing documentation. By adhering to these frameworks, documentation becomes consistent, reliable, and easily accessible and maintainable. This approach minimizes duplication, confusion, and errors, ensuring that documentation remains an effective tool for communication and reference. Leveraging tools like document management systems, version control systems, and collaboration platforms further supports the documentation process and standardization efforts.

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3 Use the right level of detail and format

The third step to balance the timeliness and completeness of documentation is to use the right level of detail and format. The level of detail and format of your documentation depends on the complexity, scope, and nature of the application support situation. For example, if you are dealing with a simple or common issue, you can use a brief or bullet-point format to document the problem, solution, and steps taken. If you are dealing with a complex or rare issue, you can use a detailed or narrative format to document the background, analysis, resolution, and lessons learned. You can also use different formats like text, images, diagrams, videos, or code snippets to illustrate your documentation. The key is to use the level of detail and format that best suits your audience, purpose, and situation.

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Bhargavi Verma

107x Top Voice (In Top1% - 94 Domains) { Project, Business & IT Mgmt & Operations} | Business Analysis & Intelligence | Content , Creative & Technical Writing | Co-Author (15+Books) | Google Certified-Data Analytics
举报内容
To effectively balance the timeliness and completeness of documentation, it's crucial to employ the appropriate level of detail and format. This choice hinges on the complexity, scope, and nature of the application support scenario. - For straightforward or common issues, a concise, bullet-point format suffices to document the problem, solution, and steps taken. - Complex or rare issues may warrant a more detailed, narrative approach, covering background, analysis, resolution, and lessons learned. - Utilizing diverse formats such as text, images, diagrams, videos, or code snippets enhances comprehension and engagement.

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4 Review and update your documentation regularly

The fourth step to balance the timeliness and completeness of documentation is to review and update your documentation regularly. Reviewing and updating your documentation ensures that your documentation is current, accurate, and relevant. It also helps you identify and correct any gaps, errors, or inconsistencies in your documentation. You can review and update your documentation based on a schedule, a trigger, or a feedback. For example, you can review and update your documentation every month, every time there is a change in the application, or every time you receive a comment or question from a user or stakeholder. You can also use tools like spell checkers, grammar checkers, and style guides to help you review and update your documentation.

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5 Document as you go

The fifth step to balance the timeliness and completeness of documentation is to document as you go. Documenting as you go means that you document your work as you perform it, rather than waiting until the end or after the fact. Documenting as you go helps you save time, avoid forgetting details, and capture the context and rationale of your work. It also helps you share your work with others and get feedback or input as needed. You can document as you go by using tools like note-taking apps, screen capture tools, or voice recorders to record your work. You can also use tools like annotations, comments, or tags to mark your work for future reference or improvement.

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6 Seek feedback and improvement

The sixth step to balance the timeliness and completeness of documentation is to seek feedback and improvement. Seeking feedback and improvement means that you solicit and act on the opinions, suggestions, and questions of your users, stakeholders, and peers regarding your documentation. Seeking feedback and improvement helps you measure the effectiveness, usability, and value of your documentation. It also helps you identify and implement ways to improve your documentation quality, clarity, and consistency. You can seek feedback and improvement by using tools like surveys, ratings, reviews, or forums to collect and analyze feedback. You can also use tools like metrics, benchmarks, or audits to monitor and evaluate your documentation performance.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How do you balance the timeliness and completeness of documentation in application support situations?

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1 Know your audience and purpose

2 Follow a documentation process and standard

3 Use the right level of detail and format

4 Review and update your documentation regularly

5 Document as you go

6 Seek feedback and improvement

7 Here’s what else to consider

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