With the development and popularization of the Internet, the online education industry has gradually become a new choice for people to learn. In this industry, building help documents has become a very important part. The following will discuss the necessity and specific practice of building help documents in the online education industry from the following aspects .
1. The necessity of building help documents
1. Improve user experience
Most of the learners on the online education platform are the first-time users of the platform, and they have a certain degree of unfamiliarity and unfamiliarity with the use of the platform. If the platform can provide detailed help documents, users can understand the functions and usage methods of the platform through the help documents, thereby improving the user experience of using the platform.
2. Solve user problems
In the process of using the online education platform, users will inevitably encounter some problems, such as being unable to log in, unable to find courses, unable to submit assignments, and so on. If the platform can provide detailed help documents, users can solve problems by viewing the help documents when encountering problems, thus avoiding bad emotions caused by problems that cannot be solved.
3. Improve platform efficiency
The customer service personnel of the online education platform need to deal with a large number of user inquiries and feedback. If the platform can provide detailed help documents, users can first use the help documents to find answers when they encounter problems, thereby reducing the workload of customer service personnel and improving the platform. work efficiency.
2. The specific practice of building help documents
1. Formulate the content of the help document
The help documentation of an online education platform should include the following:
(1) Functional introduction of the platform: including course classification, learning methods, and course presentation forms of the platform.
(2) How to register and log in: including how to register an account, how to log in, how to change the password, etc.
(3) How to find the courses you need: including how to search for courses, how to filter courses, how to view course details, etc.
(4) How to study: including how to watch videos, how to submit assignments, how to participate in discussions, etc.
(5) Frequently Asked Questions: Including how to solve login problems, how to solve cache problems, how to solve video cannot be played, etc.
2. Formulate the format of the help document
The help document of the online education platform should have the following format:
(1) Concise and clear: Help documents should be concise and concise, so that users can quickly find the information they need.
(2) Clear classification: Help documents should be classified according to different topics, so that users can find them easily.
(3) Reasonable illustrations: Help documents should be equipped with pictures, screenshots, etc., so that users can better understand.
(4) Timely update: Help documents should be updated in time to adapt to new functions and changes of the platform.
3. Recommended tools for building help documents
Baklib: Baklib is a simple and easy-to-use knowledge management software , suitable for enterprises to build online help documents/knowledge base. It provides a visual editor that allows users to quickly create and modify documents. It supports multiple file uploads, including Word, PDF, PPT, etc. In addition, it provides rights management functions, enabling enterprises to control employees' access rights to knowledge bases and prevent confidential information from leaking.
The core highlights of Baklib:
- CDN accelerates the page to open smoothly and quickly;
- Self-contained secondary domain names support independent domain names, and support site visitor data statistics;
- Full-text search, support search engine indexing;
- Support team to edit content online collaboratively;
- Multi-template themes can be switched freely;
- Multi-level column classification (suitable for content classification in help centers and knowledge bases);
- Support rich text and markdown operations;
- Support content intelligent retrieval;
- Support multi-terminal adaptation.
It is very necessary for the online education industry to build help documents, which can improve user experience, solve user problems, and improve platform efficiency. When formulating help documents, it is necessary to pay attention to the comprehensiveness of the content and the rationality of the format in order to better serve the majority of users.