Q. How do I create and answer an ask.PLCSCOTCH FAQ? [Scotch Staff]
Answered By: James Anthony Last Updated: Jan 28, 2020 Views: 57
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Answer
There are many guidelines that need to be followed in order to make sure that all of the ask.PLCSCOTCH answers are uniform. Below are thorough instructions and examples.
- Creating your Question
- Phrasing
- Questions must be written in a question format
- i.e. end with a question mark (?)
- Conversational style
- Specific
- Must not be capitalised like a heading, rather only application names should be capitalised
- e.g. 'How do I print double-sided on Word?'
- e.g. 'How do I print double-sided on Word?'
- Questions must be written in a question format
- Details Box
- Must contain a succinct answer or have important qualifying information
- Maximum 1 sentence!
- Groups
- Information services – Everyone worldwide!
- You will usually select this as your group unless you are making something specific just to staff or 1 Degree/Library staff
- Scotch Staff – All Scotch staff members
- ILT – Library staff
- Information services – Everyone worldwide!
- Once you're happy with the information you've entered select Save Question and Continue.
- Phrasing
- The next thing you will need to think about are Topics and Keywords.
- Topics
- Use a topic from the list
- Use as many that apply
- If you do not think that your question fits under any of the pre-existing topics, ask Brad about creating another one
- New topics are more likely to be created if there is more than one question that can fall under that topic.
- e.g. ‘Network & Internet’ was created because ‘WiFi’ did not encompass all internet issues.
- New topics are more likely to be created if there is more than one question that can fall under that topic.
- If you are creating a new topic, it must be capitalised like you would a heading
- e.g. ‘Malware & Viruses’
- e.g. ‘Malware & Viruses’
- To Add a Topic select the Topic you wish to use and select Add.
- Keywords
- Use as many keywords as you need
- Keywords do not appear on the published document
- Make sure that they are relevant – you do not need to repeat ANY words that appear in the title or the answer
- Key words are not case sensitive
- Punctuation is important
- e.g. if you put WiFi in your title, you may want to include Wi-Fi in your keywords (and vice versa) incase a student enters that into his search bar
- You will also want to think about using synonyms
- e.g. If your question is ‘Why does Chrome keep crashing?’ good keywords would be ‘quitting’, ‘force shutting’, ‘closing’ etc.
- e.g. If your question is ‘Why does Chrome keep crashing?’ good keywords would be ‘quitting’, ‘force shutting’, ‘closing’ etc.
- To Add Keywords Type them into the field and click Add.
- Topics
- Finally, you will need to Answer your question. This is done by using the following conventions:
- General Conventions
- First line of the answer convention needs to start with a similar or identical statement to that which is in the details box
- The information inside the details box isn’t visible when the question is opened, only when it is being viewed from the search page
- If you are using steps, you need to use the ‘Numbered List’ function as it acts a universal formatter
- You cannot use manual numbering
- If you aren’t using steps, then you need to use the ‘Bulleted List’ function
- First line of the answer convention needs to start with a similar or identical statement to that which is in the details box
- Terminology
- Username should be referred to Student/Staff/Parent User ID (UID)
- home.SCOTCH should always be written in this manner
- Same with ask.PLCSCOTCH
- Lowercase home/ask
- Uppercase Scotch
- Applications Icons
- Where are application icons stored on ask.PLCSCOTCH?
- Application icons should appear next to any mention of the application
- The application name should be bolded
- Whenever an application name is mentioned, it must appear exactly as you would see – use its actual name
- E.g ‘UP’ → ‘UP! 3d Printer Software
’
- E.g ‘UP’ → ‘UP! 3d Printer Software
- The icon should appear as a small image – 32px x 32px
- There is a database of icons:
- Shared Library > ask.SCOTCH Application Icon
- If your icon is not in the database please add it
- Save it as a .png
- The naming should be: application_name_NAME.png
- How do I create an application icon on ask.PLCSCOTCH?
- Highlighting Clicks
- Bold all words that pertain to a ‘click’
- These words should also be capitalised (as you would a heading)
- i.e. application names, menu items, checkboxes etc.
- e.g. Click on Copies and Pages and select Layout.
- Images
- Adding images to the databases
- Make sure you add them to the shared database
- They are currently all being stored in a file called 1 Degree Answers
- Shared File > 1 Degree Answers
- They must be named very specifically – screenshot1234 is NOT an appropriate file name
- e.g. Outlook_delegate_search
- e.g. Outlook_delegate_search
- Images must be from the boys’ perspective, ideally an identical screenshot
- Please do not use generic photos from the internet!
- Images must be made responsive (except for Application icons)
- You must enter a percentage into the width value in the ‘Image Properties’ dialogue box
- Leave the height box blank
- You must enter a percentage into the width value in the ‘Image Properties’ dialogue box
- When full screen images are required the 13” laptop is 1440 x 900
- Use full screen mode on iMac, or Responsive design view on Firefox.
- Images should be edited in preview
- The rectangle tool should be used to highlight any boxes or clicks that are deemed important
- The red maraschino colour should be used
- All lines should not be shadowed
- Once you’ve used these preferences in preview they will remain the default ones.
- Once you’ve used these preferences in preview they will remain the default ones.
- Adding images to the databases
- Hyperlinks
- Hyperlinks to the web (e.g. home.SCOTCH) must be set to open a window in a new page
- Emails (normally to 1 Degree) can also be set up
- All hyperlinks must be relevant
- How do I create a hyperlink in ask.PLCSCOTCH?
- Headings
- If you wish to add a heading, select Format > Heading 1
- Tim has created these so they are all uniform
- Headings are to be used in an article style answer
- There is also a subheading > Heading 2
- Heading 1 is to be used as main heading
- Heading 2 is to be used as a subheading
- If you wish to add a heading, select Format > Heading 1
- General Conventions
- You may also wish to Videos, Files or Links. These options live in separate tabs at the top of the text box. Click to switch between them.
- Videos
- Follow Scotch specific instructions
- YouTube & Clickview
- Files
- Need to be relevant and directly link to the question that is being asked
- Naming needs to be directly relevant
- Should only be PDFs unless editing is required – then use Word
- Links
- Format: Title – Description
- Videos
Once you have completed your FAQ draft, you must process your answer through the Approval Process, which can be found here.
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