OPF Lone Parent Handbook and Helpdesk [page 2/2]

Our solution (continued)

In this way, a single, structured source file containing all the information was used as the basis for the handbook, CD-ROM and the web.

We created a structured authoring template which would meet the needs of all the publication media. This template was given to the authors we had trained so they could write their text directly into it. We then took back the completed files to prepare them for publication and built output templates to process the text into a format suited to viewing with a web browser.

Upgraded Lone Parent Helpdesk

We have now created a new Helpdesk for the OPF website. This contains material imported directly from the structured files that OPF edit in-house.

The Helpdesk augments the charity's telephone helpline by providing ready-made answers to common questions, and a search engine for users to quickly reach relevant material.

The central feature of the system is a search form that is generated from the metadata about each page of information (for example relevant life events or applicable benefits). Users choose from several prompts in order to frame their questions. This means that they don't have to rely on knowing jargon, or the names of specific benefits or legislation, to search the Helpdesk effectively. [visit the site]

[previous page] [see similar projects]