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Documenting ERPs for Non-Technical Users of Software

Documenting ERPs for Non-Technical Users of Software. Presented at STC Region 8 Guerilla Conference November 2, 2001 by Tonie Flores tonie@consultant.com. Content. What is an ERP Why ERP How ERP Who of ERPs Technical Communications and ERP Tips for succeeding. ERP.

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Documenting ERPs for Non-Technical Users of Software

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  1. Documenting ERPs for Non-Technical Users of Software Presented at STC Region 8 Guerilla Conference November 2, 2001 by Tonie Flores tonie@consultant.com

  2. Content • What is an ERP • Why ERP • How ERP • Who of ERPs • Technical Communications and ERP • Tips for succeeding

  3. ERP • Enterprise Resource Program • Enterprise Resource Planning Software • An integrated software system that can automate all departments and functions across a company

  4. A Simple Example of ERP Flow Payroll Order Commission Sales Statistics CustomerPick Up Inventory? Customer Pays Billing Order Parts Make more Financial Reports

  5. SAP Oracle Applications PeopleSoft Baan JD Edwards Seibel Systems ERPs

  6. Why Implement an ERP? • Y2K • New technology • Cost savings • Reengineering -- automate tasks • Competitive edge

  7. The Truth about ERPs • Complex • Expensive • Require a team • Consulting Opportunities

  8. Implementation Partners • Vendors (SAP, Oracle, etc) • IBM Global Services • ICS DeLoitte • Earnst & Young Cap Gemini • Price Waterhouse Coopers • Andersen • Accensure

  9. Key Implementation Roles • Business Analysis • Configuration • Programming • Project Management • Change Management • Super Users • Documentation • Training

  10. Technical Communication Roles • Change Management • Documentation • Technical • Non-Technical • Training

  11. Change Management • Prepares workforce for change • Facilitate communications • Reduce fear and resistance • Build executive sponsorship • Newsletters • Other campaign strategies • Ensures successful implementation

  12. Training • Curriculum design • Instruction materials • Hands-on exercises • Testing and certification • Classroom instruction • Distance learning • Job aids

  13. Training Sources • Vendor • Implementation partners • In-house training departments

  14. Custom Training • Every implementation is unique • Combination of technical and non-technical • Ideal - specific to post-implementation roles • Lots of opportunities for work!

  15. Documentation Needed every step of the way • Pre-implementation processes • Planned processes • Specifications • Post-implementation procedures • Work instructions

  16. Success Factors • Know your audience • Document sensibly • Common design • Documentation standards • Style guide

  17. Be clear Be precise Be concise Speak the language Say exactly what to do Just the facts, mam! Practical Tips

  18. Working with SMEs • They are always busy • Don’t waste their time • Be prepared with specific questions • Schedule periodic times • Helps to know the lingo • Sit in on meetings • Listen and learn

  19. Characteristics of Non-Technical Users of ERPs • They are experts in the work they do • Accounting • Human resources • Shipping ... • Not experts in software technology • Busy • Software is a tool, not a goal • Learning software may be frightening

  20. Common Pitfalls • Isn’t this a neat feature! • Look at all the choices you have! • This is how the software works … • This is a standard part of the software / this is a custom feature for this location

  21. Better Approaches • This is how you • Currently you _______ . With the new system you will _______ . • Never _______ • Always _______ • Required, Mandatory, Optional fields • Document transactions before overviews

  22. Why Enter the ERP Market? • There are jobs • There will be jobs for the foreseeable future • Often pay more than other tech comm jobs • Contracts tend to be long -- 6 months or more is not uncommon

  23. How to Start “Use what you got to get what you need”James Brown Leverage your: • Business knowledge • Training experience • Technical writing experience • Software design experience • Foreign language knowledge

  24. Gaining Entry • Vendors • Major implementation partners • Smaller implementation partners • Small sub-contracts with all of the above

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