User Support Product Set

Definition

user Support Work Product: a work product that may be produced during the user support activity
user Support Set: the cohesive set of all user support work products

The following user support work products are typically produced during the user support activity:

Contact Report,
which is an [electronic] document reporting information about a single contact between a user support agent and a user
Job Aids,
which are items (e.g., cheat sheets, keyboard masks, posters) that aid the users when they use a system or application.
Support Plan,
which formally documents the support organization’s plans for providing customer and user organization support.
Users Manual,
which documents how the different kinds of users use a system or application.
User Support Reference Materials,
which are reference materials that the support organization uses when providing customer and user organization support.

Different endeavors require different processes, which in turn will require different user support work products.
Every endeavor does not require the production of every user support work product.
Select only those user support work products that are appropriate for the endeavor.
Selected user support work products should be:
- Relevant.
- Useful.
- Usable.
- Cost-effective.