1. Process, Communication, and Certification Padma Venkata pvenkata@clarkson.edu

2. My Background Technical Writer, Editor and Manager for 20 years Worked for several software companies in Seattle, including Microsoft and Boeing Last position in Ames, Iowa, at the EDS subsidiary, UGS PLM Solutions

3. Typical Software Development Organization Software Development QA Configuration Management Product Management Technical Documentation Release Management Usability Team

4. Typical Software Development Life Cycle Phases Product Definition High Level Design Detailed Design ImplementationAcceptanceSupport Customer Issues Patch Support Technical Support System testing (QA) Beta Testing Final Product Validation Problem Evaluation Problem Resolution Define form and function Agree on “what” not “how” Software Plan / Schedule Identify “how” Define UI & architecture Identify interfaces Risk assessment Scope & approach confirmation Initial test planning Detail interfaces Detail transactions Identify testing approach Define software / build approach Coding Code Review Unit testing Product baseline established Software testing

5. Documentation Processes mapped to SDLC SDLC Phases Product DefinitionHigh Level DesignDetailed DesignImplementationAcceptanceSupport Assess Project Research Project Develop Design Write Documentation Submit for reviews and approval Submit to Product Builds

6. Typical Deliverables Online Help Release Notes Installation Guide Administrator’s Guide Other: Customization Guide, Migration Guide ReadMe (text file)

7. Documentation Process Assess/Plan Project Assess whether new or updated documentation is required Assess activities for the project and issues and risks Define Documentation team and schedule Deliverables Documentation schedule Documentation Team

8. Documentation Process Develop Design Design the Help system and other documentation that will support the product release To design your Help deliverables Review feature and design description documents Participate in project and feature review meetings Create or update the Help topics for the new or updated features, including decisions on the links to other topics, and adding graphics, if needed Update the Table of Contents, if needed with new topics and create new entries for the Index Create drafts of the Release Notes, Installation Guide, and other documentation needed

9. Documentation Process Develop Design, contd. Deliverables Initial draft work plan or Information Product Plan Drafts of Release Notes, Installation Guide and other documentation

10. Documentation Process Research Project Gain a clear understanding of both the business and functional aspects of the product/feature that is being documented Review Development’s Plan of Record (POR) Functional and design specifications Attend and actively participate in product development and feature review meetings

11. Documentation Process Research Project, contd. Interview SMEs (developers) Use the pre-release builds of the software Check for new features and functionality in each software build Update and finalize the IPP (work plan) Deliverables Final IPP

12. Documentation Process Write documentation Write the documentation for the project – the online Help (HTML, typically) the Release Notes, the Installation Guide, and other deliverables, if applicable To write your documentation Focus on user needs Write task-based documentation for the online Help Use graphics to augment text and to help explain concepts and procedures

13. Documentation Process Write documentation, contd. Use the iterative method to create documentation, using up to three drafts Submit for technical reviews Update Release Notes, Installation Guide and other documents Deliverables Online Help Release Notes (second draft) Installation Guide (second draft) Other documentation (second drafts), if applicable

14. Documentation Process Submit for reviews and approval To finalize the Help and other deliverables, use feedback from the following reviews: Technical review, performed by the developers provide a check on the accuracy of technical content

15. Documentation Process Submit for reviews and approval, contd. Editorial review, performed by the documentation team's technical editor provide a check for consistency in the following: Style Grammar Organization Punctuation Usability Coherence HTML code Cross-browser compatibility Consistency with other product documents in the organization

16. Documentation Process Submit for reviews and approval, contd. QA review, performed by the QA, Usability, and Customer Support groups provide a check for technical accuracy and consistency with the software Managerial review, performed by the documentation manager provide a final check for quality and completeness. The Manager signs off on the final version of the documentation Deliverables Online Help (final) Installation Guide (final) Release Notes (next update) Other documentation (next updates)

17. Documentation Process Submit for product builds Finalize the Table of Contents and Index Create the start file and frameset for the online Help Or, create the compressed Help file (.CHM) Place files in source control program used by the product Deliverables Online Help Installation Guide Release Notes ReadMe (draft) Other documentation (next updates)

18. Communication IPP (Example)Example Status Reports (Example)Example Tracking slips Project schedule Meetings – Development, Product Management, Documentation Group, Weekly one-on-ones Minutes of meetings and action items

19. Typical Tools Commercially available tools RoboHelp HomeSite Custom Tools and Design XML Modular documentation Conditional Text

20. Certification ISO and CMM

21. What is International Organization for Standardization (ISO)? ISO is a network of the national standards institutes of 148 countries The source of ISO 9000, ISO 14000 and more than 14 000 International Standards for business, government and society A network of national standards institutes from 148 countries working in partnership with international organizations, governments, industry, business and consumer representatives. A bridge between public and private sectors. See http://www.iso.ch/iso/en/ISOOnline.frontpage for more information http://www.iso.ch/iso/en/ISOOnline.frontpage

22. What is International Standards Organization (ISO)? ISO 9001:2000 is a set of requirements General Quality Management System Requirements Management Responsibility Requirements Resource Management Requirements Product Realization Requirements Measurement, Analysis & Improvement Requirements ISO 9001:2000 has a specific focus Effective Processes Customer Requirements Training Effectiveness Communication Preventive Actions & Continual Improvement

23. Capability Maturity Model for Software  The Capability Maturity Model for Software (also known as the CMM and SW CMM) has been a model for judging the maturity of the software processes of an organization for many years now. This model helped organizations identify the key practices required to help them increase the maturity of these processes.  The CMM is organized into five maturity levels 1) Initial 2) Repeatable 3) Defined 4) Managed 5) Optimizing For more information, see http://www.sei.cmu.edu/cmm/cmm.html http://www.sei.cmu.edu/cmm/cmm.html

24. Why certification? Certification is often required / desired by customers Demonstrates that companies follow a standard set of processes Shows focus on management and improvement of the business Requires documentation and adherence to defined processes Provides consistency in development effort Provides organization of processes Provides basis for future improvement

25. What you need to know to prepare for an audit How you do your job What processes you follow Where your project work is stored Know how to access the documented procedures, processes and support documents How and to whom you report your status Be able to explain the processes and use of support documents Prepare to show evidence of how the processes & support documents have been applied in doing your job Show progress and improvement with metrics

26. Questions and Answers My contact information E-mail: pvenkata@clarkson.edupvenkata@clarkson.edu Phone: 315-379-1276