1. Analysis

2. Solution Requirements 1. Identify the functions and attributes of the website. 2. Write a problem statement. (What is the problem? What will the website do to address this problem?)) 3. Identify the types of websites required to meet the information needs of the online community. 4. Identify input and output requirements.

3. 1. Identify the functions and attributes of the website. What the website will do? And How will the website do this? It will broadcast information (be specific), share information. It will inform clients. It will allow users to modify or add to information or collaborate information. Through providing up to date, reliable information. It will be robust enough to allow many users to access the site at once. It will be maintained by a mediator. It will provide timely advice.

4. 2. Write a problem statement. (What is the problem? What will the website do to address this problem?) Step 1: Define the problem. Due to the expansion of the company, the company would like to set up a website to address commonly asked technical questions about their software product, and in doing so, would hope to reduce the amount of calls received by the call centre. *Step 2: Re-write as a question…. Will the website (that provides commonly asked technical questions & answers about their software product) reduce the amount of calls received by the call centre?

5. 3. Identify the types of websites required to meet the information needs of the online community. What type of website will you use? And Why? Wiki? Chat? Social Networking? Forum? Blog? Combined? Address the needs of your user when you answer. I will use a Chat combined with a Forum. The Forum will provide questions and answers to common problems that users can access at anytime. The use of a Forum also allows users to add more questions or read through answers provided by other users and company. By providing a Chat room, if users could not find the information on the website they may ask and receive instant technical support to their issue.

6. Identify input and output requirements Where is the data coming from? End user? Or Creator (company)? What will be displayed for the end user? HTML Text Images (.gif,.jpg,.png) Media Any other coding? Eg. Javascript Text Links Forms Images Drop boxes

7. Constraints on the Solution: Identify technical & non-technical constraints

8. Technical Constraints Cost of Solution Speed of Access Robust enough (can support many users accessing at once) Security (open or closed) - A budget will need to be in place to ensure that the website can be implemented within cost. This includes hiring of project management team and maintenance of site. Include in costs would also be cost of hardware and software to implement the website and costs of training of staff to use the website.

9. Non-technical Constraints Privacy? Copyright? Human Rights Requirements? Online Protocols? Outline the implications, and how you think it could be resolved. Human Rights Requirements – many users of our software product have various backgrounds. To ensure their needs are met, the website will have an option to view information in different languages. There could be a potential of users placing inappropriate comments on the forum. Therefore, users will need to be registered, comments will need to be reviewed before being displayed through a mediator.

10. Scope of the Solution Benefits of efficiency. Benefits of effectiveness.

11. Benefits of efficiency. What will make it more efficient for either the company or the user. A measure of how little time, cost and/or effort is applied in order to achieve intended results. Company (creator) or Online Community (user) Will the website reduce time (access (loading time, capacity), work load)? Will the website reduce cost (free access to information, overtime reduction of cost, less people required, budget for the website)? Will the website reduce effort (not having to repeat information, or recreate information all the time)? Example: To ensure that the website solution will be more efficient for the company it will need to: Be able to be robust enough to ensure that many users can access the website at the same time. A budget will need to be introduced to not exceed costs in implementation of the website. It will overtime also reduce costs to the company by not having to hire and train new staff for the call centre. It will also reduce effort by providing information that is constantly repeated by staff.

12. Benefits of effectiveness. What will make it more effective for either the company or the user. A measure of how well something works. Measures of an effective solution include completeness, readability, attractiveness, clarity, accuracy, accessibility, timeliness, communication of message, relevance and usability. What will make the website more effective for either the creator or user? Eg. To make the solution (the website) more effective for the online community (end users): Information provided on the website needs to be relevant to providing solutions for the software. This will make users be able to see exactly what they need rather than filtering through information that is not relevant to their needs. Information will need to by updated constantly to provide accurate information, this will benefit the user as they will have access to up to date content on hand 24/7.