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| Content Provider | ACM Digital Library |
|---|---|
| Author | Pierce, Rob |
| Abstract | Maintaining technical support is costly. Better documentation means more successful customers AND lower costs of supporting a product.Most companies have two bodies of technical information that in many organizations remain entire to themselves. The information presented in the company's documentation deliverables and in their technical support data repository are not always consistent. There can be a real issue of redundancy and inaccuracy between these two areas of information.It may be common knowledge that working with Technical Support can improve your documentation deliverables, in theory. But in practice, there is frequently not a seamless integration of technical information, unless mandated by management for documentation groups and technical support groups to work together.This paper is a case study of this situation and presents some ideas on how to improve the probability of ensuring that one unified body of information is presented to customers. It is derived from experiences gained through working with a large body of technical content for a widely-used product, that includes application programming interface (API) reference information in the form of a Help system and a 900 page pdf file that ship with the product and access to a solutions database that is accessible from the Internet, given proper authentication. |
| Starting Page | 6 |
| Ending Page | 11 |
| Page Count | 6 |
| File Format | |
| ISBN | 158113696X |
| DOI | 10.1145/944868.944871 |
| Language | English |
| Publisher | Association for Computing Machinery (ACM) |
| Publisher Date | 2003-10-12 |
| Publisher Place | New York |
| Access Restriction | Subscribed |
| Subject Keyword | Technical field specialists Change management Solutions database Support Defect tracking Documentation Customer support Enhancement requests Technical notes |
| Content Type | Text |
| Resource Type | Article |
National Digital Library of India (NDLI) is a virtual repository of learning resources which is not just a repository with search/browse facilities but provides a host of services for the learner community. It is sponsored and mentored by Ministry of Education, Government of India, through its National Mission on Education through Information and Communication Technology (NMEICT). Filtered and federated searching is employed to facilitate focused searching so that learners can find the right resource with least effort and in minimum time. NDLI provides user group-specific services such as Examination Preparatory for School and College students and job aspirants. Services for Researchers and general learners are also provided. NDLI is designed to hold content of any language and provides interface support for 10 most widely used Indian languages. It is built to provide support for all academic levels including researchers and life-long learners, all disciplines, all popular forms of access devices and differently-abled learners. It is designed to enable people to learn and prepare from best practices from all over the world and to facilitate researchers to perform inter-linked exploration from multiple sources. It is developed, operated and maintained from Indian Institute of Technology Kharagpur.
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| Sl. | Authority | Responsibilities | Communication Details |
|---|---|---|---|
| 1 | Ministry of Education (GoI), Department of Higher Education |
Sanctioning Authority | https://www.education.gov.in/ict-initiatives |
| 2 | Indian Institute of Technology Kharagpur | Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project | https://www.iitkgp.ac.in |
| 3 | National Digital Library of India Office, Indian Institute of Technology Kharagpur | The administrative and infrastructural headquarters of the project | Dr. B. Sutradhar bsutra@ndl.gov.in |
| 4 | Project PI / Joint PI | Principal Investigator and Joint Principal Investigators of the project |
Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon |
| 5 | Website/Portal (Helpdesk) | Queries regarding NDLI and its services | support@ndl.gov.in |
| 6 | Contents and Copyright Issues | Queries related to content curation and copyright issues | content@ndl.gov.in |
| 7 | National Digital Library of India Club (NDLI Club) | Queries related to NDLI Club formation, support, user awareness program, seminar/symposium, collaboration, social media, promotion, and outreach | clubsupport@ndl.gov.in |
| 8 | Digital Preservation Centre (DPC) | Assistance with digitizing and archiving copyright-free printed books | dpc@ndl.gov.in |
| 9 | IDR Setup or Support | Queries related to establishment and support of Institutional Digital Repository (IDR) and IDR workshops | idr@ndl.gov.in |
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