While the manuals we have online are indeed outdated they are
still relevant and very helpful to new users who need to learn the
basics. Many (most) of the support questions we get via phone and
email from new users are covered by the old manuals which is why we
have have left them online, The problem with old style manuals is
they are almost impossible to keep up to date especially given we
are regularly updating the software.
We therefore made the decision to move toward the knowledge base
articles to cover new aspects of the software. They are searchable,
categorised and are much much easier to produce and keep current.
We try to write a knowledge base for any new features that require
explanation and learning.
But manuals and documentation in general are only part of the
resources available to users.
The online movies are also a learning tool even though
admittedly they too are old - but still relevant.
We hold a yearly training seminar in the USA and Australia that
also covers new features and gives customers a chance to talk
amongst themselves about things. This networking is invaluable. We
do not charge for attending the training seminars and some people
attend both the USA and Australian meetings.
The main purpose of the discussion forum is also for people to
ask questions of their fellow users. Often people do not need to
know how to use the software pe sa ('what does this button do') but
have questions relating to workflow and implementation that are
best answered by fellow users. ('I want to do this, what's the best
way to do it'). Support type questions are of course also welcome
in the forum which may be answered by ourselves or fellow users or
And finally you are always welcome to email us directly.
So between the old manuals, the movies, the knowledge base and
discussion forum together with direct support we're confident we
can help people get the most out of the software. That said your
general point is well taken and we can ALWAYS do better and wish we
had more time to do better.
I do not know which company you are from or what software you
have but please feel free to contact me directly if you have any
on 19 Dec, 2014 04:56 PM
How about some documentation for Student iBase? I understand that iBase is a relatively basic application. Unfortunately most of the end users only possess very basic computer skills. It would be really nice if we could provide a manual with iBase to help cover the basics of the application. With the added feature of iBase mobile, the need for a manual is even greater. Searching the knowledge base only gives one small article covering how to upload to iBase mobile. There are no videos & no documentation.