Client Focus: Software Answers, Inc.

Acting on Customer Feedback Leads to Reduced Support Demands

When Akron’s Software Answers looked at feedback from teachers using its web-based ProgressBook system, they realized they were doing a good job, but they wanted to do better. Although ProgressBook included a Help system, they decided they needed something to get new users up to speed more quickly. Also, some users needed help with the software’s more complex features.

They turned to Radcom for a solution. Radcom’s first task was to beef up their current Help system, providing in-depth coverage of each screen and adding navigation through a Table of Contents, Index and Search function. From this content, Radcom developed the second part of the solution: a Quick Start Guide that would cover the most important functions for teachers new to ProgressBook.

Working against the clock, Radcom coordinated with Software Answers to create branded user documentation. “With a new school year looming, Radcom produced the revised Help system under a tight deadline,” Anne Gort, a Product Support Specialist for Software Answers said. She added that Software Answers is “very pleased” with the solution.

ProgressBook enables K-12 teachers and administrators to move many of their frequent administrative tasks online. It lets them manage student and parent information, save lesson plans, track attendance, make grade book entries, and run reports. Parents use ProgressBook to keep up to date on their children’s progress and grades. Students check for homework assignments posted online by their teachers. The program started its third year of use in August.

Fifteen of Ohio’s 23 Data Acquisition (DA) Sites use ProgressBook. These sites combine to supply two-thirds of Ohio’s 613 school districts with computer software, training and support services.

Teachers working with ProgressBook turn to the DA Sites for support when there are problems. The DA sites refer any questions they cannot resolve to Software Answers. Having the Quick Start Guide in place benefits both the DA sites and Software Answers by decreasing the number of support questions they have to field.

“The Quick Start Guide has been a big, big help for teachers. It helps get teachers up and running” with ProgressBook, said Anne.

Software Answers is getting added value from the new documentation by using it to set up classes for both novice and intermediate ProgressBook users. The Quick Start Guide will serve as the basis for the novice classes, and the intermediate class will be built around the online Help system. Classes are scheduled to start early next year and will be taught on an ongoing basis.

Employee Focus: Kristen Jackson

Workplace Training Specialist

We would like to introduce one of Radcom’s professionals, Senior Consultant Kristen Jackson. Her work experience has centered around training, including her first project with Radcom, in which she edited training materials on living and working in space for a Saturday school program.

Many projects Kristen has been involved in have either had training as a primary focus or involved training as a follow-up to a new system installation. At one location, she worked as both technical support and trainer on features of a new software application during and after the migration of a company’s Intranet site. Throughout this time, she has also worked on User Guides, Quick References, and other reference materials.

Kristen currently works at the Progressive Insurance Claims department as an instructional designer for the Special Investigations Unit. She is part of a team that developed and organized an Interviewing Techniques class for investigators. She is currently working on a class to educate investigators on how to conduct investigations of potentially fraudulent injury claims.

Kristen received her B.S. in Biology and her M.A. in English - Technical Communications from Bowling Green State University. She has taken various courses since graduating in 1999, including programming and information systems. Most recently she earned a Certificate in Instructional Design at the Training 2004 conference in Atlanta, Georgia.

In addition, she has been involved with various volunteer efforts, including editing and managing the NEOSTC and NEOISPI web sites. Kristen participates in numerous fund-raising events, including Relay for Life.