RESOURCES

We have all experienced the frustration associated with learning new systems and software. Invariably, the support materials associated with these systems has been generated as an after-thought, poorly structured, out-of-date and badly planned. The end-result is that we end up feeling like we could be achieving more, but the necessary momentum, clarity or insight is missing.

As a key part of our 'redefining web analytics' study (2007), Intellitracker evaluated the way that support systems were being used throughout the industry, as well as in other web-based systems. We evaluated the phenomenal success of 'Wiki' based systems, the growth in advanced document and search retrieval systems, as well as other web-based products that appeared to be supporting their users well. The results of our research led us to several conclusions:

-  We decided that a successful support structure should be a pivotal part of Intellitracker Enterprise, and that this would be best achieved by treating Resources as a 'product' in its own right

- A truely integrated support structure would greatly help our clients leverage their investment in us...

- Resources should be linked to the relevant part of other modules, hence the correct information would be available to users as they interacted with parts of the system

- By treating Resources as a system for our own team as well our clients, this would further improve the quality of information available

- The choice and use of different media types within the content of the resources content was absolutely essential to ensuring that...

- Information could be kept up-to-date

- Information would be clear to understand and provided 'in context'

- Users would not need encouragement to use the resources as the benefits would be obvious

- As part of our investment, we would ensure that the following resource types would be available, on demand...

- Report & Setup Guides, 'in situ'

- Training Videos

- User, Report and Setup Manuals

- Frequently Asked Questions

- Glossaries

- Strategic/background information, such as white papers

After a long and significant investment, we succeeded in our aims. The Resources module is available to all users of Intellitracker Enterprise, without charge.

These Resources are backed by a client service team with significant experience in web marketing and site management. As a further innovatory step, we concluded that our team should be able to interact with our users in the most visual possible - through sharing 'views'. Hence, all of our team have access to an interactive 'Internet Meeting' system - allowing users to view our computer screens directly, when required.

Through all of these efforts, we believe we can ensure a successful implementation and adoption of Intellitracker Enterprise for our clients, while effecting an efficient and effective 'knowledge/skills transfer' for your staff.