Irena Likovič (2012) Assisting end-users of web content management systems. EngD thesis.
Abstract
On the web it appears a lot of content management systems. With them you can edit and refresh the content of various websites. The problem is how the user of the system can quickly and effectively learn to use the product alone. When users have a problem, they contact the support center by calling, sending an e-mail application or they find the answer on the internet. The thesis describes the existing types of assistance offered by Webtasy CMS system and propose additional types of assistance that we introduced in order to facilitate the work of system users. Webtasy CMS system was developed in the company Klaro d.o.o., which provides various online services. Webtasy CMS is also used by its subsidiary Domovanje d.o.o. The objective was to create a new website to teach users how to use CMS system. Site leads the user step by step through the process input content to the web site. The website also contains frequently asked questions and useful tips. We placed the visual clues into the CMS system. When users click on a tip a brief description opens. We have a demonstration site where the user can see the different layout elements, and different colour combinations. The user may login on the demonstration site and tests content management system. The completed procedures of providing assistance customers increased the efficiency of management of content on its website. From the survey responses we learned that users with new types of help are satisfied, however we will add some video tutorials.
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