EP2033161A1

EP2033161A1 - Providing user assistance for a software application

Info

Publication number: EP2033161A1
Application number: EP07718924A
Authority: EP
Inventors: Shayne Leon Van Vlerken
Original assignee: Mhelp Pty Ltd
Current assignee: Mhelp Pty Ltd
Priority date: 2006-05-18
Filing date: 2007-05-18
Publication date: 2009-03-11
Also published as: CA2672630A1; EP2033161A4; WO2007134373A1; AU2007252284A1

Abstract

A method, and associated system and computer program product, of providing user assistance for a software application, the method including an index of topics being displayed related to the software application. In one form, the user is provided with a selection of modes of assistance, for example the selection of modes of assistance may be two or more modes of assistance selected from the group: video; frequently asked questions (FAQs); knowledgebase; user forum; email ticket; and helpdesk contact. The user is able to select at least one mode of assistance. Also disclosed is a method including displaying a video to the user related to a selected topic, the video showing actions performable in the software application. Also disclosed is a jargon translator for user assistance in performing a function in a software application and administrator functions for generating statistical information.

Description

PROVIDING USER ASSISTANCE FOR A SOFTWARE APPLICATION

Technical Field [001] The present invention generally relates to user training and/or user productivity in relation to computer software applications, the present invention also generally relates to the level of user feedback information available to a vendor or creator of computer software applications. More particularly, the present invention relates to a method, a computer readable instructions, computer program product and/or a system for providing or offering user assistance for a software application, user assistance for performing a function in a software application, and/or monitoring requested user assistance patterns for a software application.

Copyright Notice/Permission [002] A portion of the disclosure of this patent specification contains material that is subject to copyright protection. The copyright owner has no objection to the facsimile reproduction by anyone of the patent specification or parts thereof as it appears in the file or records of a Patent Office, but otherwise reserves all copyrights whatsoever.

Background Art

[003] When training users of computer software applications there are a large number of considerations that need to be taken into account to achieve timely, productive and cost efficient training. Problems that arise in this area in the prior art include: i. The cost and complexity of maintaining and servicing software by a software vendor; ii. The productivity lost by end users of software due to unsatisfactory help technology currently employed by software vendors; iii. The difficulty of selling new software to enterprise clients of a software vendor due to the cost of training required to migrate users from existing software to the new software; iv. The cost and difficulty in finding and employing brand-specific software specialists, such as data entry users; v. The cost and difficulty for software vendors to ensure the delivery of fixes, updates or new alerts to individual end users of their software; vi. The difficulty, cost and loss in productivity of not having employees/users who are qualified specifically in the software they are using, for example by training using a coherent company wide methodology; vii. The cost, time and difficulty in training employees/users to learn to use company software; and/or viii. The inefficiencies of instructor led classroom training and courseware training.

[004] It is known for software vendors to provide in-browser text based help documentation, "courseware" and instructor led classroom software training. It is also known for software vendors to provide a telephone based support help-desk, typically via an outsourced call centre operation. Software vendors emphasise the long term savings which their new software offers and provide instructor led classroom and courseware training at the time of migration to new software. Additionally, companies can spend considerable sums of money in retaining usually more than one specialist recruitment firm which specialises in each required software brand that the company utilises.

[005] Increasingly, software vendors are requiring system administrators to register software online and provide an e-mail address so that fixes, updates and news alerts can be sent directly to the software administrator. Some software is provided with self-updating pull technology included in the software application. Typically, companies try to employ instructors who utilise similar methodologies across all company locations, however, for an international company this is difficult. Companies also use instructor led classroom training techniques and courseware to teach employees how to use company software, which can be both inefficient and expensive. It is also known for companies to hold regular instructor led classroom refresher courses for their employees to remind users how to use various software.

[006] Prior to the advent of in-browser text help, the only help available was paper user manuals for software applications. Physical user manuals would include a combination of diagrams and drawings to support the text documentation. Current in-browser help supports only text. Currently, software vendors have taken a step backwards in their attempt to reduce the cost of producing paper user manuals. Most people like to be "shown how" to complete a specific function or to solve a problem. Most people do not like text only help. Instead, many people ask a colleague to show them how, and thus two people lose productivity.

[007] Telephone support has several cost disadvantages, both to a company who must pay for the telephone call and employee time and to the user/employee who loses productivity waiting for the call to be answered and then the further loss of productivity whilst being "talked" through a problem by a stranger. For the software vendor the cost and time associated with setting up a call centre, be it in-house or outsourced, the training of the helpdesk staff, and the ongoing cost of maintaining the call centre, are significant.

[008] Companies are requiring more immediate term cost savings as a condition of migrating to new software. Currently known traditional training methods are time consuming, expensive and inefficient.

[009] Retaining recruitment specialists is an expensive operation whilst the results are not guaranteed and can be inconsistent. Companies can also lose productivity between the time of an employee leaving and a replacement being hired, company trained and then put into place.

[010] Administrators can receive information from software vendors, if the administrator's e-mail address remains consistent and another person has not taken over their job with a new e-mail address. However, the information may not be passed onto each user within an organisation if the administrator is not fully compliant to proper procedures. Even in software that utilises auto-updates, the software is usually dependent on the administrator. For example, many versions of a particular software application might be found in a single office. Sometimes software versions are not compatible when transferring files to other users of the same software or in conjunction with other "readers" of a software application.

[011] It is impossible or at least improbable to have many trainers employing the same techniques and methodologies across a diverse geographic environment. Courseware is time consuming and each module is lengthy, therefore most employees do not fully complete courseware due to a lack of time, enthusiasm, encouragement or support, combined with pressure to perform more immediate tasks. [012] Any intensive training program that attempts to teach a significant amount of information within a brief period of time is typically inefficient as studies have shown that students usually retain no more than seven items or "blocks" of information at any one time. Thus, cramming hundreds of items of data into an intensive training program typically results in memory overload and lack of recollection when required, which results in a loss of productivity for two employees/users whilst a colleague physically shows a another user how to perform a specific task.

[013] Refresher courses, whilst passing on another seven items of retained knowledge in the general student, are still hampered by the original problem, that of being an inefficient means of teaching new skills. This is the same in any intensive course led training program, whether it is delivered by an instructor or in a courseware format.

[014] This identifies a need for providing a means of user assistance for a software application, which addresses or at least ameliorates problems inherent in the prior art.

[015] This also identifies a need for providing a means of user assistance for performing a function in a software application, which addresses or at least ameliorates problems inherent in the prior art.

[016] This also identifies a need for a means of monitoring requested user assistance for a software application, which addresses or at least ameliorates problems inherent in the prior art.

[017] The reference in this specification to any prior publication (or information derived from the prior publication), or to any matter which is known, is not, and should not be taken as an acknowledgment or admission or any form of suggestion that the prior publication (or information derived from the prior publication) or known matter forms part of the common general knowledge in the field of endeavour to which this specification relates. Disclosure Of Invention

[018] In various embodiments, the present invention may be associated with or embedded as part of a user interface for a specific or single software application. Also, the present invention may provide an interface for, combine or otherwise integrate third party software. A user might interact with embodiments of the present by using a specific software application, or by the user accessing a user interface that provides the user with an option to select a specific software application from a list.

[019] According to a particular form, there is provided a method of providing user assistance for a software application, the method performed by a processing system and including the steps of: providing the user with an option to select a help topic related to the software application; receiving an indication of the selected help topic from the user; and, displaying at least part of a video to the user related to the selected help topic, the at least part of the video showing actions performable by the user in the software application.

[020] According to another particular form, there is provided a computer program product for providing user assistance for a software application, the computer program product configured to: provide the user with an option to select a help topic related to the software application; receive an indication of the selected help topic from the user; and, display at least part of a video to the user related to the selected help topic, the at least part of the video showing actions performable by the user in the software application.

[021] According to another particular form, there is provided a method of providing user assistance for a software application, the method performed by a processing system and including the steps of: providing the user with an option to select the software application from a plurality of software applications; receiving an indication of the selected software application from the user; providing the user with an option to select a help topic related to the selected software application; receiving an indication of the selected help topic from the user; providing the user with an option to select a mode of assistance; and, receiving an indication of the selected mode of assistance from the user.

[022] According to another particular form, there is provided a computer program product for providing user assistance for a software application, the computer program product configured to: provide the user with an option to select the software application from a plurality of software applications; receive an indication of the selected software application from the user; provide the user with an option to select a help topic related to the selected software application; receive an indication of the selected help topic from the user; provide the user with an option to select a mode of assistance; and, receive an indication of the selected mode of assistance from the user.

[023] According to another particular form, there is provided a method of providing user assistance for performing a function, related to a term, in a software application, the method including the steps of: providing the user with an option to input a corresponding term, the corresponding term used in relation to a corresponding software application and related to a corresponding function in the corresponding software application; searching a database for one or more terms, used in relation to the software application, related to performing the function, whereby the function is a similar function to the corresponding function; displaying the identified one or more terms; providing the user with an option to select one of the one or more terms; and, displaying a video related to the selected term, the video demonstrating the function in the software application.

[024] According to another particular form, there is provided a computer program product for providing user assistance for performing a function, related to a term, in a software application, the computer program product configured to: provide the user with an option to input a corresponding term, the corresponding term used in relation to a corresponding software application and related to a corresponding function in the corresponding software application; search a database for one or more terms, used in relation to the software application, related to performing the function, whereby the function is a similar function to the corresponding function; display the identified one or more terms; provide the user with an option to select one of the one or more terms; and, display a video related to the selected term, the video demonstrating the function in the software application.

[025] According to another particular form, there is provided a system for providing user assistance for performing a function, related to a term, in a software application, the system including: (1) a storage device to house at least one database, the at least one database including terms and related corresponding terms, and video related to performing the function; and, (2) at least one processor, the at least one processor configured to: provide the user with an option to input a corresponding term, the corresponding term used in relation to a corresponding software application and related to a corresponding function in the corresponding software application; search the at least one database for one or more terms, used in relation to the software application, related to performing the function, whereby the function is a similar function to the corresponding function; display the identified one or more terms; provide the user with an option to select one of the one or more terms; and, display a video related to the selected term, the video demonstrating the function in the software application.

[026] In various non-limiting example aspects: the user selects the help topic by submitting a keyword and then selecting the help topic from a list of help topics obtained based on the keyword; the user selects the help topic from a provided list of help topics; and/or after the user selects the help topic, a secondary index of further help topics is displayed to the user.

[027] In further various non-limiting example aspects: the at least part of the video is images of the video, text of the video or audio of the video; the text of the video is searchable by the user submitting the keyword; the images of the video and the text of the video are simultaneously displayed; the user is able to select the language of the text of the video; the user is able to select the language of the audio of the video; and/or a summary of the actions performable is displayed to the user simultaneously with the at least part of the video.

[028] According to another optional feature, further including recording information related to the at least part of the video selected by the user, recording the user's details, and producing statistical information for a plurality of users.

[029] According to other optional features, the computer program product is accessible to the user from a toolbar of the software application, the computer program product displays a window with video control icons, and/or the computer program product displays the at least part of the video to the user while the user can still use the software application. [030] In a particular example form, the mode of assistance is selected from the group consisting of video, frequently asked questions (FAQs), knowledgebase, user forum, email ticket, and helpdesk contact.

[031] According to another form there is provided a method of providing user assistance for a software application, the method including the steps of: displaying an index of topics related to the software application to the user; allowing the user to select at least one of the displayed topics; and, displaying a video to the user related to the selected topic, the video showing actions performable in the software application.

[032] According to another form there is provided computer readable instructions for providing user assistance for a software application, and/or a computer program product, adapted to: display an index of topics related to the software application to the user; allow the user to select at least one of the displayed topics; and, display a video to the user related to the selected topic, the video showing actions performable in the software application.

[033] According to another form there is provided a system for providing user assistance for a software application, the system including a storage device to house at least one database, the at least one database including an index of topics related to the software application and video related to one or more of the topics, and, at least one processor, the at least one processor facilitating: displaying the index of topics; allowing a user to select at least one of the displayed topics; and, displaying a video to the user related to the selected topic, the video showing actions performable in the software application.

[034] According to another form there is provided a method of providing user assistance for a software application, the method including the steps of: allowing a user to select the software application; displaying an index of topics related to the software application; providing the user with a selection of modes of assistance, the selection of modes of assistance being two or more modes of assistance selected from the group consisting of: video; frequently asked questions (FAQs); knowledgebase; user forum; email ticket; and helpdesk contact; and, allowing the user to select at least one of the two or more modes of assistance. [035] According to another form there is provided computer readable instructions for providing user assistance for a software application, and/or a computer program product, adapted to: allow a user to select the software application; display an index of topics related to the software application; provide the user with a selection of modes of assistance, the selection of modes of assistance being two or more modes of assistance selected from the group consisting of: video; frequently asked questions (FAQs); knowledgebase; user forum; email ticket; and helpdesk contact; and, allow the user to select at least one of the two or more modes of assistance.

[036] According to another form there is provided a system for providing user assistance for a software application, the system including a storage device to house at least one database, the at least one database including an index of topics related to the software application and video related to one or more of the topics, and, at least one processor, the at least one processor facilitating: allowing a user to select the software application; displaying an index of topics related to the software application; providing the user with a selection of modes of assistance, the selection of modes of assistance being two or more modes of assistance selected from the group consisting of: video; frequently asked questions (FAQs); knowledgebase; user forum; email ticket; and helpdesk contact; and, allowing the user to select at least one of the two or more modes of assistance.

[037] According to another form there is provided a method of providing user assistance for performing a function, related to a term, in a software application, the method including the steps of: allowing a user to input a corresponding term, the corresponding term used in relation to a corresponding software application and related to a corresponding function in the corresponding software application; searching a database for one or more terms, used in relation to the software application, related to performing the function, whereby the function is a substantially similar function to the corresponding function; displaying the identified one or more terms; allowing the user to select one of the one or more terms; and, displaying a video related to the selected term, the video demonstrating how to perform the function in the software application.

[038] According to another form there is provided computer readable instructions for providing user assistance for performing a function, related to a term, in a software application, and/or a computer program product, adapted to: allow a user to input a corresponding term, the corresponding term used in relation to a corresponding software application and related to a corresponding function in the corresponding software application; search a database for one or more terms, used in relation to the software application, related to performing the function, whereby the function is a substantially similar function to the corresponding function; display the identified one or more terms; allow the user to select one of the one or more terms; and, display a video related to the selected term, the video demonstrating how to perform the function in the software application.

[039] According to another form there is provided a system for providing user assistance for performing a function, related to a term, in a software application, the system including a storage device to house at least one database, the at least one database including terms and related corresponding terms, and video related to performing the function, and, at least one processor, the at least one processor facilitating: allowing a user to input a corresponding term, the corresponding term used in relation to a corresponding software application and related to a corresponding function in the corresponding software application; searching the database for one or more terms, used in relation to the software application, related to performing the function, whereby the function is a substantially similar function to the corresponding function; displaying the identified one or more terms; allowing the user to select one of the one or more terms; and, displaying a video related to the selected term, the video demonstrating how to perform the function in the software application.

[040] According to another form there is provided a method of monitoring requested user assistance for a software application, users having been provided with a selection of modes of assistance, the method including the steps of: recording information related to all modes of assistance selected by users; recording, for each user, the user's details and information related to each of the modes of assistance requested by the user; and, generating statistical information on the modes of assistance selected by all users.

[041] According to another form there is provided computer readable instructions for monitoring requested user assistance for a software application, and/or a computer program product, users having been provided with a selection of modes of assistance, adapted to: record information related to all modes of assistance selected by users; record, for each user, the user's details and information related to each of the modes of assistance requested by the user; and, generate statistical information on the modes of assistance selected by all users.

[042] In accordance with a specific embodiment there is a user interface provided on a user terminal. According to yet further optional aspects, provided by way of example only, the video may include audio, be a movie or micro-movie, and may be in a MPEG format, a .wrnv format or any other video format for a local file or streaming video.

[043] Optionally, but not necessarily, the computer program product and/or computer readable instructions are embodied as a software application. Also optionally, but not necessarily, the system is embodied as a server, terminal or other like hardware device, being part of a network having a plurality of user terminals.

Brief Description Of Figures

[044] An example embodiment of the present invention should become apparent from the following description, which is given by way of example only, of a preferred but non- limiting embodiment, described in connection with the accompanying figures.

[045] Fig. 1 illustrates an example functional block diagram of a system that can be utilised to embody or give effect to a particular embodiment;

[046] Fig. 2 illustrates an example flow diagram of a method that can be utilised to provide user assistance for a software application;

[047] Fig. 3 illustrates an example flow diagram of a method that can be utilised to provide user assistance for performing a function in a software application;

[048] Fig. 4 illustrates a further example flow diagram of a method that can be utilised to provide user assistance for performing a function in a software application;

[049] Fig. 5 illustrates an example flow diagram of a method that can be utilised to monitor requested user assistance for a software application; [050] Fig. 6 illustrates an example unpopulated user interface (the converge GUI) for help software (i.e. help application) for providing user assistance;

[051] Fig. 7 illustrates an example of the user interface with Microsoft Office™ software loaded;

[052] Fig. 8 illustrates an example of the user interface where Microsoft Word™ has been selected and the "Advanced Features" topic has been selected;

[053] Fig. 9 illustrates an example of the user interface for a micromovie which is played in the left-hand screen, whilst additional images can be displayed in the right-hand screen.

[054] Fig. 10 illustrates an example of the user interface for a FAQ module ready for client customisation;

[055] Fig. 11 illustrates an example of the user interface for a knowledgebase module;

[056] Fig. 12 illustrates an example of the user interface where a user forum module has been selected and is ready for client customisation;

[057] Fig. 13 illustrates an example of the user interface where an e-mail ticket module has been selected;

[058] Fig. 14 illustrates an example of the user interface where a helpdesk module has been selected and the helpdesk is offline;

[059] Fig. 15 illustrates an example of the user interface where the helpdesk module has been selected and VoIP internet telephone to the helpdesk is available;

[060] Fig. 16 illustrates the Microsoft™ Office Word 2007 ribbon toolbar with a help application embedded;

[061] Fig. 17 illustrates launching the help software (i.e. help application) in the form of the select GUI, from an embedded icon in the ribbon toolbar; [062] Fig. 18 illustrates the select GUI in compact mode;

[063] Fig. 19 illustrates the select GUI in an expanded mode;

[064] Fig. 20 illustrates a full search option;

[065] Fig. 21 illustrates a schematic for performing a full text search function;

[066] Fig. 22 illustrates language setup options;

[067] Fig. 23 illustrates a full text window;

[068] Fig. 24 illustrates a bullet-point summary window;

[069] Fig. 25 illustrates "picture in picture" functionality;

[070] Fig. 26 illustrates resizing functionality;

[071] Fig. 27 illustrates a movie-clip selection window;

[072] Fig. 28 illustrates a favourites interface;

[073] Fig. 29 illustrates adding to a favourites list interface;

[074] Fig. 30 illustrates organising a favourites list interface;

[075] Fig. 31 illustrates an interface for browsing movie-clip indexes;

[076] Fig. 32 illustrates a "buddy list";

[077] Fig. 33 illustrates customised indexes;

[078] Fig. 34 illustrates a history interface; [079] Fig. 35 illustrates an administration interface;

[080] Fig. 36 illustrates a converged third party software activation screen using the select GUI.

Modes for Carrying Out The Invention

[081] The following modes, given by way of example only, are described in order to provide a more precise understanding of the subject matter of a preferred embodiment or embodiments.

[082] In the figures, incorporated to illustrate features of an example embodiment, like reference numerals are used to identify like parts throughout the figures.

[083] A particular embodiment of the present invention can be realised using a system, for example a processing system, an example of which is shown in Fig. 1. In particular, processing system 100 generally includes at least one processor 102, or processing unit or plurality of processors, memory 104, at least one input device 106 and at least one output device 108, coupled together via a bus or group of buses 110. In certain embodiments, input device 106 and output device 108 could be the same device. An interface 112 can also be provided for coupling the processing system 100 to one or more peripheral devices.

[084] At least one storage device 114 which houses at least one database 116 can also be provided. The memory 104 can be any form of memory device, for example, volatile or non- volatile memory, solid state storage devices, magnetic devices, etc. Processor 102 could include more than one distinct processing device, for example to handle different functions within processing system 100.

[085] Input device 106 receives input data 118 and can include a wide range of data input means, for example, a keyboard, a pointer device such as a pen-like device or a mouse, audio receiving device for voice controlled activation such as a microphone, data receiver or antenna such as a modem or wireless data adaptor, data acquisition card, bus interface, protocol converter device, etc. Input data 118 could come from different sources, for example keyboard instructions in conjunction with data received via a network or from a peripheral device. Output device 108 produces or generates output data 120 and can include, for example, a display device or monitor in which case output data 120 is visual, a printer in which case output data 120 is printed, a data port, for example a USB port or parallel port, a peripheral component adaptor, a data transmitter or antenna such as a modem or wireless network adaptor, etc. Output data 120 could be distinct and derived from different output devices, for example a visual display on a monitor in conjunction with data transmitted to a network. A user could view data output, or an interpretation of the data output, on, for example, a monitor. The storage device 114 can be any form of data or information storage means, for example, volatile or non-volatile memory, solid state storage devices, magnetic devices, etc.

[086] In use, processing system 100 is adapted to allow data or information to be stored in and/or retrieved from, via wired or wireless communication means, the at least one database 116. Interface 112 may allow wired and/or wireless communication between the processing unit 102 and peripheral components that may serve a specialised purpose. The processor 102 receives instructions as input data 118 via input device 106 and can display processed results or other output to a user by utilising output device 108. More than one input device 106 and/or output device 108 can be provided.

[087] It should be appreciated that the processing system 100 may be any form of terminal, server, specialised hardware, or the like. For example, processing system 100 may be a "media server" preloaded with software for providing a method or help software as hereinafter discussed. The media server may be part of a network, for example a company LAN or WAN, so that the media server can communicate with and service a plurality of user terminals. Alternatively, processing system 100 may itself be a user terminal.

[088] Referring to Fig. 2, there is illustrated a method 200 of providing user assistance for a software application. Method 200 includes step 210 of displaying an index of topics related to the software application to a user. Step 220 requires allowing the user to select at least one of the displayed topics from step 220, and step 230 displays a video to the user related to the selected topic, the video showing actions performable in the subject software application. Method 200 illustrated in Fig. 2 can be embodied as a computer readable medium of instructions, software, firmware or hardware. For example, method 200 may be embodied as help software, provided with a user interface, which can reside on, or at least partly on, system 100 illustrated in Fig. 1.

[089] Referring to Fig. 3 there is illustrated a method 300 of providing user assistance for a software application. Method 300 includes step 310 of allowing a user to select a software application of interest. In one embodiment, only a single software application may be provided to the user for selection. Step 320 involves displaying an index of topics related to the software application selected in step 310. Step 330 then provides the user with a selection of modes of assistance. The selection of modes of assistance available to the user can include video 331, Frequently Asked Questions (FAQ) 332, knowledgebase 333, user forum 334, e-mail ticket 335 and helpdesk 336. Additional modes of assistance could be provided if required. Not all illustrated modes of assistance need be provided or offered to a particular user. At step 340 the user is allowed to select one or more of the modes of assistance provided at step 330. As for method 200, method 300 may be embodied as a computer readable medium of instructions, software, firmware, or hardware. For example, method 300 may be embodied as software, provided with a user interface, which can reside on, or at least partly on, system 100 illustrated in Fig. 1.

[090] Referring to Fig. 4, there is illustrated a further method 400 of providing user assistance for performing a function in a subject software application. The function is generally related to a term used in conjunction with the software application, for example the function of the user actions required to print an envelope label is generally related to the terms "printing" or "envelope".

[091] Method 400 includes step 410 of allowing a user to input a corresponding term. The corresponding term is used in relation to a corresponding software application and is also related to a corresponding function in the corresponding software application. The corresponding software application can be considered as an equivalent or substitute for a software application. Thus, the corresponding function in the corresponding software application can be considered to perform a similar purpose as a function in the software application.

[092] Step 420 involves searching a database 430 for one or more terms, the terms used in relation to the software application and related to performing the function in the software application. The function is a similar function to the corresponding function, albeit performed in the software application not the corresponding software application. Step 440 displays the identified one or more terms from step 420. Step 450 allows the user to select one of the terms displayed in step 440. Step 460 then displays a video or other information related to the selected term from step 450, the video demonstrating to the user how to perform the function in the software application.

[093] As an illustrative example, a software application might be named "XYZ" and may include a function, i.e. a series of steps or actions, for printing an envelope label. Such a function is associated with or related to a term such as "envelope" in the XYZ software. A separate software application provided by a different vendor might be named "ABC", which could be considered a corresponding software application to the XYZ software. The ABC software includes a corresponding function, i.e. a corresponding series of steps or actions, for printing an envelope label, which are generally not the same or identical to the steps or actions required for printing an envelope label in the XYZ software. A user is assumed to be familiar with the ABC software but not the XYZ software. Using method 400 a user can input a corresponding term relating to the ABC software with which they are familiar, for example "print label", and obtain, from database 430, related terms such as "envelope" which is a term used in relation to or by the similar function in the XYZ software. The user could then select the term "envelope" which would display a video related to this term and how to perform the function of printing an envelope label in the XYZ software with which the user is not yet familiar.

[094] Referring to Fig. 5, there is illustrated a method 500 of monitoring requested user assistance for a software application. In method 500 users have been provided with a selection of modes of assistance as presented at step 330 in Fig. 3. At step 510 information can be recorded related to all modes of assistance selected by users. At step 520 information can be recorded, for each user, about each user's details and each of the modes of assistance requested by a particular user. At step 530, statistical information can be generated on the modes of assistance selected by all users, and also on individual users. Various types of statistical information can be provided, for example on the frequency of searches performed on specific terms for all users, or information specific to a particular user, for example the frequency of types of assistance requested by the user. Converge Graphical User Interface CGUD

[095] In an example embodiment, there is provided a GUI herein termed the "converge" GUI. The converge GUI provides an interface for and combines or otherwise integrates access to third party software, in addition to the present help application. A user may be provided with an option to select a specific software application for which the user requires help from a list. The converge GUI provides integrated, combined or collected sources of assistance that need not be specific to a particular software application.

[096] Referring to Fig. 6, there is illustrated a user interface 600 to allow a user to interact with a method, system or help software embodying the present invention. User interface 600 presents window 610 which can be provided with a secure login feature 615, for example requiring a password. Drop-down menu 620 can be provided for a user to select a specific software application from a set of choices. Text input box 625 can be provided to allow a user to submit a keyword search by activation of search button 630. User interface 600 is preferably, but not necessarily, generally separated into a left hand side window 635 and a right hand side window 640. Modes of assistance 330 are also provided as selectable icons including micro-movies 331, FAQ 332, knowledgebase 333, user forum 334, e-mail ticket 335 and helpdesk 336. When a video or movie is playing the video or movie may be controlled by stop button 645, pause button 650 or play button 655. Other movie or video controls could be provided. User interface 600 is also provided with index button 660 to display an index of available terms and a close button 665 to close user interface 600. Jargon button 670 is also provided for converting terms between different software applications, which is hereinafter discussed in further detail. Links to other functions including new alerts 675 and administrator functions 680 are also provided by user interface 600.

[097] Referring to Fig. 7, there is illustrated user interface 600 where left hand side window 635 displays an example of available options, in this case software applications belonging to Microsoft Office™. A user can select an application from the list presented in window 635.

[098] Referring to Fig. 8, a user has selected the Microsoft Word™ application and has further selected the "Advanced Features" 810 topic from the list of topics presented in window 635. Additional topics are then displayed in right hand side window 640 from which the user can select a more specific topic, which in this example the user has selected printing envelopes 820.

[099] Referring to Fig. 9, once the user has selected printing envelopes 820, a video, i.e. a micro-movie, is displayed in window 635. Additional helpful images can be displayed in right hand side window 640. The video can display to a user how to perform a certain function associated with the term selected, in this case printing envelopes. Video is herein termed a micro-movie and may be provided in a variety of formats, for example a video file such as MP3, streaming video, an animation, a series of images, etc. After a user selects a topic, or performs a keyword search, and after selecting a mode of assistance such as micro-movies 331, a multimedia video or movie which actually shows the function being performed is provided. Audio or voice-over can additionally be provided. This can greatly reduce telephone calls to a software vendor's helpdesk and thus provide immediate software vendor cost savings.

[0100] Referring to Fig. 10, the mode of assistance of FAQ 332 has been selected which provides a dynamic Frequently Asked Questions (FAQ) module and preferably uses a popularity algorithm. The more times a client user asks a specific question the higher up the FAQ list presented in window 635 the question and answer is posted. This makes it easier for most of the users to find a commonly required answer. The answer to a user selected question can be presented in window 640.

[0101] Referring to Fig. 11, knowledgebase module 333 has been selected by a user which then presents an index in window 635 for selection by a user. The knowledgebase can be considered equivalent to traditional user manuals. It can be used to provide in-depth information and can also include images, diagrams, etc.. The knowledgebase mode may additionally include links to video or micro-movies as provided in micro-movies 331 module. Online training via knowledgebase 333 typically utilises movies which are longer in duration, usually between 20 to 30 minutes in length and can cover each subject in- depth in a courseware environment. Client users can register when using training and undergo online automated testing to gain official vendor sponsored certification. This can form the basis of company training with promotions requiring specific software certifications to qualify for training, thus ensuring a single company standard. Training can also be utilised prior to users taking up new positions allowing the users to be fully versed in new software required for a new position. This mode of training results in reduced initial and ongoing costs to the client company and software vendor, and can increase a company's productivity.

[0102] Referring to Fig. 12, user forum 334 is described. When user forum 334 is selected user interactive forums by subject are provided in window 635 with additional information in window 640. User forums can be moderated by a software vendor or other party. For example, if a person is posting something negative about a company, the moderator can delete such comments. User forum 334 utilises discussion boards where users post comments, ask questions and receive answers from the user community. This is a popular mode of education and additionally provides the software vendor with a useful feedback and improvement tool.

[0103] Referring to Fig. 13, when selected the e-mail ticket 335 provides e-mail ticket options in window 635. Window 640 can provide a template requiring the entry of certain data and fields for the e-mail enquiry. An automated unique ticket (number) can be generated which the client user and software vendor can utilise to follow up on the e-mail enquiry. The e-mail ticket could be sent to in-house support at a company or to support provided by a software vendor.

[0104] Referring to Fig. 14, selection of helpdesk 336 can provide a variety of options. Vendor helpdesk may be embodied as a call centre and/or internal helpdesk support options. Helpdesk 336, when utilised, can provide either a chatroom interface as illustrated in Fig. 14, or a VoIP phone interface as illustrated in Fig. 15. In chatroom mode, as illustrated in Fig. 14, an indication of whether real time chat is available is provided in window 635. The helpdesk operator can control what the client user sees on this screen from the outset, so that when the operator is "offline" (for example support may be limited to between certain hours) the client user might see the "offline" notice as illustrated and be directed to e-mail ticket support. When chatroom support is online the user can type in a question with other details as presented in window 640. The question is then directed to the vendor's helpdesk or a call centre where the message can be automatically routed to the next available support officer who can respond with support. If the problem is overly technical the support officer may select to give the user an e-mail ticket number and respond by e-mail after consultation with another person. [0105] In VoIP mode as illustrated in Fig. 15, the client user is required to have a headset or speakers and a microphone, or equivalent equipment. A VoIP call is made through the interface to the helpdesk by a virtual keypad as presented in window 635. This could be provided as a free telephone call thus saving the client company money. The response can be handled as if the client user were using a normal telephone. The vendor call centre could still be anywhere in the world and avoid telephone charges by use of VoIP.

[0106] Helpdesk may also be provided with two options being internal helpdesk and software vendor helpdesk. Many large organisations have vendor software customised for their own use and support their staff with an internal helpdesk support officer or officers.

[0107] The jargon translator 670 addresses several issues and could significantly change the way software is sold, employees are hired and companies conduct training. Jargon translator 670 can be pre-programmed with custom help files of various software, for example a vendor's software and a competitor's software. This may result in perhaps five to six databases of user terminology and user functionality. For example, a new employee who is used to using PeopleSoft CRM (Customer Relationship Management) software and knows PeopleSoft terminology wants to perform a specific function but doesn't know how to use, for example, an SAP interface. The user simply types in a query in their familiar PeopleSoft terminology into the jargon translator field and clicks jargon translator 670, which results in creation of an index. The user clicks on a selected displayed subject and then plays a micro-movie. No formal pre-training is required.

[0108] Many companies resist changing software, even when better solutions are offered, mostly because of the huge expense of retraining users. This traditionally means instructor led classroom training (most of which is quickly forgotten) followed by months of lost productivity as users come to grips with the new terminology. Most software is built for a single purpose, and no matter the company, a similar process is followed, it is typically only the user interface and terminology that are unique, so instead of this very expensive problem the jargon translator provides an on-the-job training tool that is equivalent to having an expert instructor sitting at your workstation teaching you as you work. No pre- training is required and less downtime is experienced during the transition period. This removes a huge barrier of buyer resistance for a software sales team who can then focus on the benefits and savings of the software they are selling.

[0109] Currently employers typically specify the brand of software they use when hiring employees. Instead of looking for just a CRM or SCM (Supply Chain Management) or financial specialist they also need to specify SAP, PeopleSoft, JD Edwards, Oracle, IBM, Microsoft, MYOB specialist, etc.. This not only makes the employment process more difficult in finding the right qualified candidate, but drives up the cost of hiring and keeping the employee. With the present invention an employer need specify only the function, not caring what software a candidate previously used as long as it was within the same league because the new employee can use the jargon translator to learn on the job with little disruption or loss of productivity. Costs of employing and paying staff can be controlled much more efficiently.

[0110] Large companies have often bought out their competitors or integrated their own offices. This means they may have more than one type of software for the same purpose. An example in Australia is the ANZ bank, which utilizes all four major types of CRM software. As staff move departments, which is necessary for promotional purposes, they are often faced with learning a new CRM software interface. Currently the ANZ brings in the vendor's instructor especially to train the staff prior to movement. This becomes a huge expense. A combination of giving the staff member about to change departments access to training videos and micro-movies, which can be studied prior to their movement, (the employee can access the user interface 600 from anywhere, even at home subject to authorization as it is web browser based), and using the jargon translator and micro-movies once the movement is complete, both minimizes loss of productivity and negates the need for instructor led training.

[0111] The software vendor is also provided somewhere to post news alerts 675, such as security and bug fixes and version update information for the client users, where the vendor can be sure every client user can read the news alert. Upon posting a news alert a new news alert icon starts flashing on the client user's software browser interface. Upon clicking the icon, interface 600 appears with the news posted in the left screen 635. If the news alerts includes updates or new movie files, they can be viewed in the right screen 640. Previously this information was only posted at the vendor's website and sent via email to a company's nominated administrator. Even when the information would have an impact upon all users, they seldom if ever received such important information. This avoids costly support issues due to client user information ignorance.

[0112] Administrator function 680 provides performance support reporting for a vendor's client and the vendor. Currently there is no matrix within which companies can fully analyse the cause, effectiveness and cost involved in using specific software. Neither is there an industry standard support analysis tool for software vendors. Benefits of performance support reporting for a client company include: (i) Identifying trends that lead to productivity loss and the ability to correct such with structured training. Training can be performed utilizing the present help software with online testing and certification requirements to ensure compliance.

(ii) Identifying the best software choices by comparing the level of support required for each software performing the same function when a company is running more than one software of the same genre. This can support future buying decisions.

(iii) Identifying individual employees who may be lacking in their ability to use the software, thus underperforming in their job. The individual can be singled out for structured training utilizing online testing and certification for compliance.

(iv) Identifying employees who display natural talent by involving themselves in the company user forums.

(v) Identifying employees ready for promotion by ensuring that they are software qualified. This is identified by requiring software training and certification as a perquisite for promotion. Over time this can measurably enhance a company's performance.

(vi) Identifying what type of performance support is working best for an organisation. Each function can be activated or deactivated depending upon a company's requirements.

[0113] Benefits of performance support reporting for a software vendor include:

(i) Providing a valuable tool in evaluating the strengths and weaknesses of their software.

(ii) As a benchmark for deciding on improvements in upcoming versions, (iii) To establish the quality of each individual performance support function, (iv) The forums act as the strongest user feedback as comments are going directly between users. The forums are where users complain as well as seeking help. (v) A method of identifying customer problems, sometimes even before a customer knows they have a problem and then addressing the problem with the customer.

(vi) A tool for benchmarking the quality of call centre response times and call lengths to monitor and control this area, especially when outsourcing this operation to a third party.

(vii) As a means to identify new help subject items that need to be created and introduced into the micromovies, knowledgebase or training modules.

(viii) As a means to monitor major migration issues from competitor software and being able to address these issues, thus making it easier to sell software.

[0114] Preferred, but non-limiting, implementation technologies are know presented. These technologies can be used to embody various aspects of the invention.

[0115] HTML Browser Interface [0116] A HTML browser is used to traverse the Internet, such as Netscape or Microsoft Internet Explorer. Based upon current web standards the HTML browser can operate across all platforms, on PC's and Mac's. It can be delivered across LAN, WAN, Intranet and Internet. The HTML browser resides on user workstations or terminals. To download, even on dialup, takes just a few moments. The browser buttons then "pull" content from the server where the content is located. The content may not actually leave its server location to go to the desktop, the browser allows a user to view the content on the server, such as micro-movies. The main focus of browser development is useability analysis. Ensuring an ergonomic interface design that is easy for the user to navigate and find the desired information is important.

[0117] JAVA screens (left window 635 and right window 640)

[0118] These screens are not in fact JAVA screens, but screens where JAVA applications are placed. Java is an object-oriented programming language developed by Sun Microsystems™ that has been accepted as a global standard and allows for the programming of applets (or applications) that run on all platforms. An example of the JAVA application is the LiveHelp Chat application.

[0119] MPEG2 Movies (micro-movies') [0120] MPEG2 is a set of flexible compression standards created by the MPEG group. This set of standards takes advantage of the fact that over 95% of digital video is redundant, however some portions are much less redundant. MPEG2 handles this by using higher bit rates (i.e. higher quality) for more complex pictures and lower bit rates for simple pictures. This results in faster streaming over the web and utilizing less bandwidth. The micro-movies preferably stay on the server and are viewed using the HTML browser as each movie is generally quite a large file, usually 2-5 megabytes, and the present help software may require access to hundreds, maybe even thousands of micro-movies, too many to reside on each workstation. Other forms of MPEG could be utilised.

[0121] Databases

[0122] Databases form an important structure for the information held for use such as the knowledgebase's, FAQ, text help, jargon data and micro-movies.

[0123] LiveHelp Advanced distributed Chat (Ability to use multiple operators in a call centre)

[0124] LiveHelp is a text based chat (or instant messaging) system that opens within the JAVA screens. This allows any client user to type a question to either an internal (inside the company) or external (software vendor) helpdesk operator, this question may go to an individual or even be sent to an external call centre where there may be hundreds of operators. The software automatically allocates the message to the first available operator who can respond instantly, providing immediate results for the client user. Preferably, JAVA technology is used for the application, however this is not mandatory as there are other options. The JAVA messaging technology from SUN™ could be used and comes with developer tools to customise the application.

[0125] LiveHelp VoIP (Voice over Internet Protocol - Internet telephony) [0126] Voice over Internet Protocol (VoIP) is a technology for transmitting voice over the Internet using packet linked routes. Also called IP telephony. Sun™ VoIP Application Services Solution could be used which supports different VoIP deployments, including customer premise (enterprise-owned), hosted, or managed services.

[0127] Email and Email ticket generation and ticket tracking function [0128] Email ticketing is the ability to automatically retrieve support email from servers and assign ticket numbers and place the ticket into queue for support for operators to review and take the ticket to solve. This ticket number is then sent back to the client user who can use the ticket number to track the status of their query using the user interface.

[0129] Discussion Boards (Also known as "Forums" and "Bulletin or Message Boards") [0130] An Internet forum, also known as a message board or discussion board, is a web application that provides for online text interaction between registered members where one user may post a question and another user may post an answer.

[0131] Keyword Search Function

[0132] The keyword search function access the databases and compares the keywords imputed with all words in the database. When more than one keyword is imputed, this is called a keyword string and it increases the chances of an exact match of the intention to what is actually retrieved from the database. This function is used for searching for micro- movies of the required subject function and with a keyword string the matches are quite accurate. A list of the top item matches can be populated into an index in the left screen. From here a user can select the required match which opens a micro-movie in the right screen.

[0133] Jargon Translator

[0134] The jargon translator uses a similar technique to keyword string search, however one would include a code that identifies the software that the terminology they are using is associated with. For example, the code for PeopleSoft software may be "PS", then a user types the terminology the user is familiar with. A simple example of this using Microsoft Explorer and Netscape browsers is as follows:

Input: [ME Favourites NS] "click Jargon" (Microsoft Explorer "Favourites -what is this name in Netscape?) The response would be:

Output: [Bookmarks]

The index file would appear in the left screen. When selected a micro-movie in the right screen would show the user where the "Bookmark" button is located and how to use it. [0135] Data Mining and Report and Analysis function

[0136] Data mining is the process of analysing data to identify patterns or relationships and then the reporting function can present the information into formats such as diagrams, charts and data that can easily be read by users. In this instance there are two main user groups. The software client/user and the software vendor. Each group may have subgroups with various permission to view certain data. The data could be made accessible through a Java-based API. For example an Oracle™ database could be used, this is provided with a data mining application.

[0137] News Alerts

[0138] "Push Technology" can be used and refers to information flowing to a client user from a host, vendor, or server. In one example a software vendor and a company administrator can both "Push" information to a client user. A programming standard for push technology is XML (Extensible Markup Language) which is a simple, very flexible text format derived from SGML (ISO8879), originally designed to meet the challenges of large-scale electronic publishing.

[0139] Movie Encryption

[0140] Each movie-clip can have an encryption program attached to the beginning of the movie file so that the movie-clip will play only when viewed through the GUI which has a decryption program embedded within the GUI.

[0141] Installer and network propagation program

[0142] When a network administrator installs the installation program to the network server the propagation program can search all users on the network and can install on each workstation, for example in the system tray, a Mhelp shortcut icon so the user can readily access the Mhelp GUI (i.e. the converge GUI or the select GUI of the help application).

[0143] HDD Media Server [0144] The Mhelp GUI and movies can also be offered on an external hard disk drive (HDD) with the encryption program, installer and network propagation programs. The HDD may be attached via a USB to a Network Server as a Hot swappable "Plug and Play Internet Appliance". Select Graphical User Interface (GUD

[0145] In another example embodiment, there is provided an alternate GUI, or part thereof, herein termed a "select" GUI. The select GUI provides an interface that is associated with or embedded as part of a user interface for a specific or single software application. A user is typically already using a specific software application for which the user requires help. The select GUI provides sources of assistance via a help application where the help provided is specific to the particular software application. Thus, in this embodiment there is a host software application and the user access help via the host software application. Many of the functions and abilities previously described for the converge GUI can be used with, or accessed via, the select GUI. Preferably, though not necessarily, the select GUI uses an^ application language such as C+++ or C#, whereas the converge GUI uses a language such as HTML.

[0146] In a particular example, the select GUI can be integrated into the Microsoft™ Office 2007 system "ribbon" toolbars. The select GUI is embedded into the host application using Application Programming Interfaces (APIs). This allows the select GUI to be launched from one or more embedded icons in a host application toolbar. This can provide a significant advantage over a basic help option that may already be provided by the host application. A keyword search box could be provided as part of a toolbar of the host application. The select GUI could be launched by a user entering a keyword in the search box.

[0147] Keyword searching may also make use of full text of a movie-clip. By splitting a help multimedia movie-clip (i.e. micro-movie) into separate elements of voice, for example audio contained within a .wav format, image animation contained within a .wmv format, and text within a .txt format, and storing these in a central database instead of combining these elements in post-production, allows for a full text search of each movie- clip. The splitting of elements in a movie-clip also allows for individual choices in multilingual playback, for example English visuals, foreign language voice-over and/or foreign language text. This also allows full text to be displayed in any language in a separate window while a user may be viewing a movie-clip. This can provide an additional level of user comprehension during movie-clip playback. Any text presented to a user could be presented in a bullet-point summary to aid in comprehension. [0148] The select GUI also has the ability to provide "picture in picture". This allows a movie-clip to be viewed by a user while the user is using controls on the host application. This prevents the movie-clip disappearing behind the host application window. The select GUI can be resized along with the visual-text element, for example to assist hearing or vision impaired users. A user is also provided with the ability to select other movie-clips related to or associated with a particular movie-clip that is being displayed to a user. The user is also able to add a multimedia movie-clip to a favourites list. A user is also able to send a movie-clip to another user. A user is also provided with the ability to customise indexing and can be provided with a history list to assist the user in finding a previous movie-clip. An administration monitoring and reporting function can also be provided in the select GUI. A user is also able to change the skin colour of the select GUI, and if selected, receive auto updates.

[0149] Referring to Fig. 16, there is illustrated the Microsoft Office Word 2007 ribbon toolbar 1600 with an imbedded keyword interface 1610 to enable a user to input a keyword search. An application can be provided to a company as a "network product" including server and client parts. The server contains movie-clips and the administration infrastructure, while the client contains embedded API's that embed into the host application, for example Microsoft Office Word 2007, and the select GUI. Using API's components of the help application can be embedded directly into the host application toolbar.

[0150] Referring to Fig. 17, there is illustrated a GUI 1700 that can be launched from the host application via toolbar 1600. For example, when an icon is selected in toolbar 1700 this can result in display of a movie-clip index for the current host application toolbar ribbon. This can be repeated for each ribbon of the host application. Second level launch- icons can be provided within toolbar subsections and can launch window 1700 and the list of movie-clips only associated with a specific sub-section, thus making relevant movie- clips easier to find. The user can then select and play a movie-clip from a displayed selection.

[0151] Referring to Fig. 18, there is illustrated a further view of GUI 1700 in compact mode. Compact mode GUI 1700 includes movie-clip control buttons 1810, setup tab 1820, administration tab 1830 and customise tab 1840. [0152] Referring to Fig. 19, there is illustrated GUI 1700 in expanded mode. Expanded mode GUI 1700 includes window 1910 providing a secondary index, for example related movie-clips, window 1920 providing a point summary of steps, and window 1930 providing full text of any voice-over related to a movie-clip.

[0153] Referring to Fig. 20, there is illustrated GUI 1700 including keyword search box 2010. Keyword search boxes can be provided at three different levels. Ribbon level keyword search box 1610 can be used to search and display all functions within a current ribbon. A ribbon sub-section level keyword search box can be used to search and display all functions within a current ribbon sub-section. Search box 2010 is located within GUI 1700, which may be launched by selecting a sub-section icon link. A full host application search by keyword search box is available once GUI 1700 has been opened. If a subsection icon is selected to launch GUI 1700, then along with the search items for that sub- section, there can be provided a link at the top of window 1700 which can activate a full host application search when using keywords.

[0154] Referring to Fig. 21, there is illustrated a schematic diagram of a full text search function. Currently, a limitation of video media searches is that only the data (text) within the meta-data (i.e. the name of the movie-clip) is searched. Thus, if the name of a function that is desired is not used consistently, a user can find it difficult and time consuming to find a particular movie-clip. The full text search capability searches the entire text of a voice-over used during a movie-clip playback. This provides more chances that words within the entire text may match keywords, thus providing more accurate search results. This is accomplished by separating the three elements of each movie-clip into voice-over, animated images and full text of the voice-over. Each element is "tagged" to the specific matching elements so launching a specific movie-clip can launch the relevant voice-over and all text can be contained within and cross-referenced to a database.

[0155] At step 2110 a user instigates a keyword search. Based upon the highest probability of matching keywords, a search of all movie-clip text which are in individual text files (e.g. .txt) is performed and search results are displayed in order of highest probability matches. Once a search result is selected, the text file is tagged to the relevant voice and animated image element ensuring that all three elements are launched and played back together. Database 2120 contains all elements of the movie-clips. Movie-clip text elements are provided as files 2130, for example in .txt file format. Voice element files 2140 are provided in an audio file format, for example .wav. Animated image files 2150 are provided in an image or moving image file format, for example .wmv file format. User settings allow the user to choose in which language keyword searches are performed when conducting a keyword search. The selection of a foreign language search allows for full text searching to be conducted on the full text element of movie-clip text documents which are in a foreign language. This increases the user's effectiveness of searching movie-clips when the user's comprehension is better or improved in a non-English native language.

[0156] Referring to Fig. 22, there is illustrated multilingual playback options for each movie-clip element in GUI 1700. The help application is available in multiple languages. If a host application only provides help in English, this means that the user's English language comprehension must be sufficiently advanced to obtain useful support. This is often not the case as a user may have only a moderate comprehension of the English language. The user can select which language each element plays back in. For example, a user in Spain whose English language proficiency may be moderate, working for a multinational company which uses only the English language version of Microsoft Office can choose to watch the English version of the animated-image (being for the user's actual Microsoft Office application) and choose to read the text in Spanish and also choose a Spanish voice-over. This significantly increases the user's comprehension of the assistance provided and thus improves user productivity. A pull-down menu 2210 can be provided to allow a user to select the interface language. A pull-down menu 2220 can be provided to allow the user to select the voice-over language, and a pull-down menu 2230 can be provided to allow the user to select the text language. The language settings window is available by selecting a relevant tab from a main window.

[0157] Referring to Fig. 23, there is illustrated display window 1930 showing full-text that can be displayed in any language. When full text window 1930, allowing the user to see the text, is activated the text appears in section-blocks (preferably not scrolling) at the beginning of each step within the help process and may stay in place within its entirety until the application window 1700 is closed. The full text option is beneficial to users who are either hearing impaired or do not have speakers or a headset attached to a user terminal, or prefer not to listen to a voice-over due to surrounding noise or not wanting to disturb other workers.

[0158] Setup controls allow the user a choice of which secondary window (e.g. windows 1910, 1920, 1930) opens automatically upon launching the help application and which windows open manually. Setup controls can also allow the user to select which position (left, right or below the main window 1700) each secondary window, for example window 1930, will open.

[0159] Referring to Fig. 24, there is illustrated display text as a bullet-point summary in window 1920. Users have the option to view the movie-clip text as a bullet-point summary, displaying each step of the help process. This provides an alternative for more advanced users or more advanced English language users to quickly recap each step in the help process. Each bullet-point summary appears at the beginning of each help step process and remains in place until application window 1700 is closed. The user can select which language the bullet-point summary will be displayed in.

[0160] Referring to Fig. 25, there is illustrated how GUI 1700 can operate as "picture in picture". GUI 1700 stays on top of host application window 2500 which allows the user to "watch and do" the help steps provided by the help application. A user can view each step of the movie-clip in window 1700 and pause the movie-clip while the user performs a particular step, using either the full text or bullet-point summary as a "queue card" and then watching the next step of the process. A more advanced user may actually perform the help instructions in time with and whilst the movie-clip is playing as the speed of the movie-clip and voice-over can be calculated specifically with this in mind.

[0161] Referring to Fig. 26, there is illustrated how GUI 1700 can be resized. Two methods of resizing are provided. Firstly, in the setup window a user can choose to double the size of GUI 1700. This setting can remain in place each time the user utilises the help application until the control is reset to a standard size. Alternatively, GUI 1700 can be resized using the drag icon 2610 at the bottom right of GUI 1700. In this mode, the video element can be resized at a user's discretion, the text elements may go up in size using developer-preset font sizes until a maximum size is reached. [0162] Referring to Fig. 27, there is illustrated how a user may select other movie-clips relevant to or associated with a particular movie-clip. On occasion the user may have selected the wrong movie-clip. To facilitate locating the correct movie-clip a list of relevant or associated clips, selected as a list of the next optimum matches generated through an original keyword search by the user, is shown. Alternatively, if the movie-clip was chosen using an index list, then a list automatically generated using a keyword string being the title of the current movie can be generated. The associated movie-clips list is displayed in window 1910 that can automatically open at the end of a movie-clip playing in window 1700, or if a movie-clip is stopped using a "stop" control button. Other options for a user after watching a movie-clip are presented in window 1910 which may automatically open after each movie-clip viewing. Options may include watching the movie-clip again, returning to an index list, adding the movie-clip to a favourites list, sending the movie-clip to another user, changing language settings and watching the movie-clip again, and selecting another movie-clip that may be relevant.

[0163] Referring to Fig. 28, there is illustrated how a user may add a movie-clip to a favourites list. Adding to a favourites list is part of a customising index feature. The add to a favourites list functionality allows a user to build a list of movie-clips that is easily accessible to the user at a later time. In Fig. 28 there is illustrated a favourites list in window 1910, in Fig. 29 there is illustrated an add to favourites option in window 1910, and in Fig. 30 there is illustrated an organise favourites option in window 1910. Referring to Fig. 28, the favourites list interface displays a list of folders 2810 and movie-clips which have been previously added. This window can be open by clicking an icon in GUI window 1700. Referring to Fig. 29, an add to favourites window is opened by clicking an icon on GUI window 1700. The user can rename a movie-clip to any other name using text input box 2910. The user can then choose to add the new movie-clip to a common favourites folder or use a create in new folder tool that can create a new custom folder to contain the new movie-clip. Folders can be automatically organised alphabetically upon closing the add to favourites window. Referring to Fig. 30, there is illustrated an organise favourites window that allows the user to navigate within the favourites structure. The user is provided with options 3010, for example creating a new folder, moving a folder or file, renaming a folder or file, or deleting a folder or file. [0164] Referring to Figs. 31 and 32, there is illustrated a mechanism for sending a movie- clip to another user. This allows a help-desk to answer user enquiries by selecting a specific movie-clip and sending it to the user. A user may also ask a colleague how to perform a specific task. It may be more efficient for the colleague to simply select and send a movie-clip. The send to user interface opens in window 1910 and may be activated by a control icon from GUI window 1700. When "browse movie-clip" text 3110 or "select clip" text is selected, a complete movie-clip index for the host application is displayed. The index is broken down into sub-headings related to the host application sub-headings and each index under each sub-heading can be expanded for viewing or collapsed. Once a particular movie-clip is selected, for example by a mouse-over action which highlights the movie-clip, the user then clicks "send clip". Upon accepting a movie-clip it is automatically played in main window 1700. There can also be provided a "buddy list" 3210 in window 1910. This list can be organised in the same manner as a user's favourites list is organised.

[0165] Referring to Fig. 33, there is illustrated custom indexing allowing users or companies to custom-design new indexes using existing movie-clips. For example, this may be done by a human resources department as part of the help application deployment or by individual users. The help application can be provided with several custom indexes 3310 already installed. Custom indexes can be available for subsequent download, for example from a website into the custom index. For example, custom indexes may include general top tips, job specific help for an accountant, an accounts department, office administrator, marketing department, reception, sales department, secretary, receptionist and executives. Custom indexes can also be provided for jobs by category, for example accountant, architect, graphic designer, lawyer, printer, trader, writer, etc. Custom indexing can be organised in a similar manner as a favourites list where a user can move, rename, delete and add folders and movie-clips within the custom indexes.

[0166] Referring to Fig. 34, there is illustrated a history list 3410 that can be displayed in window 1910. The history list can be accessed via the favourites window and activated by opening the favourites window. A list of movie-clips viewed in the past are displayed. The history list may be sectioned into today, this week, last week, two weeks ago, etc. Each section text header can be expanded or collapsed in the list. The history list can also be keyword searched. [0167] Referring to Fig. 35, there is illustrated how functionality can be provided for administration monitoring and reporting. This includes monitoring each end-user and can also include an organisation-wide level of monitoring. All users by geographic region or all users globally could be monitored. Monitoring can include: which movie-clips are selected; how many times a movie-clip is selected; how long the help application is kept open for specific movie-clips; how many times a specific movie-clip is viewed again by the same user; which language interfaces for each element are selected and which combinations are selected; which keywords are used in searching for movie-clips; which resulting keyword search lists result in a single movie-clip being selected before the help application is closed; and/or, which resulting keyword search list results in a multiple movie-clip being selected before the help application is closed.

[0168] This provides a help application developer with valuable market information and assistance in content development. This can also provide an organisation or company administrator with important information on evaluating employee capabilities and to select company or user training requirements. For individual users this provides a means of self evaluation and decision making for their own training requirements. The administration/monitoring window can be activated by clicking an icon. A user is also provided with the ability to report a software bug or recommend a new movie-clip.

[0169] The help application skin colour may be automatically changed to reflect the skin colour of the host application. Automatic linking of skin colour changes to the host application can also be achieved by linking colours through API's. The help application installer program can combine auto-update capabilities which automatically update the help application based on client settings. This feature can also allow users to select specific add-on features available from a dedicated website as a download.

[0170] Referring to Fig. 36, there is illustrated a converged activation screen provided in window 1700. This allows a user to add or remove third party software as explained in the converge GUI section.

[0171] Optional embodiments of the present invention may also be said to broadly consist in the parts, elements and features referred to or indicated herein, individually or collectively, in any or all combinations of two or more of the parts, elements or features, and wherein specific integers are mentioned herein which have known equivalents in the art to which the invention relates, such known equivalents are deemed to be incorporated herein as if individually set forth.

[0172] Although a preferred embodiment has been described in detail, it should be understood that various changes, substitutions, and alterations can be made by one of ordinary skill in the art without departing from the scope of the present invention.

Claims

The claims.

1. A method of providing user assistance for a software application, the method performed by a processing system and including the steps of: providing the user with an option to select a help topic related to the software application; receiving an indication of the selected help topic from the user; and, displaying at least part of a video to the user related to the selected help topic, the at least part of the video showing actions performable by the user in the software application.

2. The method as claimed in claim 1, wherein the user selects the help topic by submitting a keyword and then selecting the help topic from a list of help topics obtained based on the keyword.

3. The method as claimed in claim 1, wherein the user selects the help topic from a provided list of help topics.

4. The method as claimed in any one of claims 1 to 3, wherein after the user selects the help topic, a secondary index of further help topics is displayed to the user.

5. The method as claimed in any one of claims 1 to 4, wherein the at least part of the video is images of the video, text of the video or audio of the video.

6. The method as claimed in claim 5, wherein the text of the video is searchable by the user submitting the keyword.

7. The method as claimed in claim 5, wherein the images of the video and the text of the video are simultaneously displayed.

8. The method as claimed in claim 5, wherein the user is able to select the language of the text of the video.

9. The method as claimed in claim 5, wherein the user is able to select the language of the audio of the video.

10. The method as claimed in any one of claims 1 to 9, wherein a summary of the actions performable is displayed to the user simultaneously with the at least part of the video.

11. The method as claimed in any one of claims 1 to 10, further including recording information related to the at least part of the video selected by the user, recording the user's details, and producing statistical information for a plurality of users.

12. A computer program product for providing user assistance for a software application, the computer program product configured to: provide the user with an option to select a help topic related to the software application; receive an indication of the selected help topic from the user; and, display at least part of a video to the user related to the selected help topic, the at least part of the video showing actions performable by the user in the software application.

13. The computer program product as claimed in claim 12, wherein the computer program product is accessible to the user from a toolbar of the software application.

14. The computer program product as claimed in claim 12, wherein the computer program product displays a window with video control icons.

15. The computer program product as claimed in any one of claims 12 to 14, wherein after the user selects the help topic, a secondary index of further help topics is displayed to the user in a second window.

16. The computer program product as claimed in any one of claims 12 to 15, wherein the computer program product displays the at least part of the video to the user while the user can still use the software application.

17. The computer program product as claimed in any one of claims 12 to 16, wherein the at least part of the video is images of the video, text of the video or audio of the video.

18. The computer program product as claimed in claim 17, wherein the text of the video is searchable by the user submitting the keyword.

19. The computer program product as claimed in claim 17, wherein the images of the video and the text of the video are simultaneously displayed in different windows of the computer program product.

20. The computer program product as claimed in claim 17, wherein the user is able to select the language of the text of the video.

21. The computer program product as claimed in claim 17, wherein the user is able to select the language of the audio of the video.

22. The computer program product as claimed in any one of claims 12 to 21, wherein the at least part of the video is able to be added to a favourites list, history list or friends list.

23. The computer program product as claimed in any one of claims 12 to 22, wherein one or more other videos related to the at least part of the video are displayed as a selectable list to the user.

24. The computer program product as claimed in any one of claims 12 to 23, further including recording information related to the at least part of the video selected by the user, recording the user's details, and producing statistical information for a plurality of users.

25. A method of providing user assistance for a software application, the method performed by a processing system and including the steps of: providing the user with an option to select the software application from a plurality of software applications; receiving an indication of the selected software application from the user; providing the user with an option to select a help topic related to the selected software application; receiving an indication of the selected help topic from the user; providing the user with an option to select a mode of assistance; and, receiving an indication of the selected mode of assistance from the user.

26. The method as claimed in claim 25, wherein the user selects the help topic by submitting a keyword and then selecting the help topic from a list of help topics obtained based on the keyword.

27. The method as claimed in claim 25, wherein the user selects the help topic from a provided list of help topics.

28. The method as claimed in claim 25, wherein the mode of assistance is selected from the group consisting of video, frequently asked questions (FAQs), knowledgebase, user forum, email ticket, and helpdesk contact.

29. The method as claimed in claim 25, further including recording information related to the mode of assistance selected by the user, recording the user's details, and producing statistical information for a plurality of users.

30. A computer program product for providing user assistance for a software application, the computer program product configured to: provide the user with an option to select the software application from a plurality of software applications; receive an indication of the selected software application from the user; provide the user with an option to select a help topic related to the selected software application; receive an indication of the selected help topic from the user; provide the user with an option to select a mode of assistance; and, receive an indication of the selected mode of assistance from the user.

31. The computer program product as claimed in claim 30, wherein the mode of assistance is selected from a plurality of modes of assistance, the plurality of modes of assistance displayed as user selectable buttons in a window.

32. A method of providing user assistance for performing a function, related to a term, in a software application, the method including the steps of: providing the user with an option to input a corresponding term, the corresponding term used in relation to a corresponding software application and related to a corresponding function in the corresponding software application; searching a database for one or more terms, used in relation to the software application, related to performing the function, whereby the function is a similar function to the corresponding function; displaying the identified one or more terms; providing the user with an option to select one of the one or more terms; and, displaying a video related to the selected term, the video demonstrating the function in the software application.

33. A computer program product for providing user assistance for performing a function, related to a term, in a software application, the computer program product configured to: provide the user with an option to input a corresponding term, the corresponding term used in relation to a corresponding software application and related to a corresponding function in the corresponding software application; search a database for one or more terms, used in relation to the software application, related to performing the function, whereby the function is a similar function to the corresponding function; display the identified one or more terms; provide the user with an option to select one of the one or more terms; and, display a video related to the selected term, the video demonstrating the function in the software application.

34. A system for providing user assistance for performing a function, related to a term, in a software application, the system including: (1) a storage device to house at least one database, the at least one database including terms and related corresponding terms, and video related to performing the function; and,

(2) at least one processor, the at least one processor configured to: provide the user with an option to input a corresponding term, the corresponding term used in relation to a corresponding software application and related to a corresponding function in the corresponding software application; search the at least one database for one or more terms, used in relation to the software application, related to performing the function, whereby the function is a similar function to the corresponding function; display the identified one or more terms; provide the user with an option to select one of the one or more terms; and, display a video related to the selected term, the video demonstrating the function in the software application.