Enhanced product support through intelligent product manuals

The scope of this paper is the provision of intelligent product support within the distributed Intranet/Internet environment. From the point of view of user requirements, the limitations of conventional product manuals and methods of authoring them are first outlined. It is argued that enhanced product support requires new technology solutions both for product manuals and for their authoring and presentation. The concept and the architecture of intelligent product manuals are then discussed. A prototype system called ProARTWeb is presented to demonstrate advanced features of intelligent product manuals. Next, the problem of producing such manuals in a cost-effective way is addressed and a concurrent engineering approach to their authoring is proposed. An integrated environment for collaborative authoring called ProAuthor is described to illustrate the approach suggested and to show how consistent, up-to-date and useroriented product manuals can be designed. The solutions presented here enable product knowledge to be captured and delivered to users and developers of product manuals when, where and in the form they need it.