Answer


There are many guidelines that need to be followed in order to make sure that all of the ask.PLCSCOTCH answers are uniform. These conventions should be used at all times when creating an FAQ. Conventions will remain the same across both schools as there aren't that many differences between the two schools. If there is a question that only applies to one school, the school is identified in the title and via a tag. Below are thorough instructions and examples.

 

  1. CREATING A QUESTION
    1. Phrasing
      • Questions must be written in a question format
        • i.e. end with a question mark (?)
      • Question must have [ILT] or [Scotch Staff] after it if they are restricted to those user groups
      • Conversational style
      • Must be specific
        • e.g. Include applications/OSX
        • If a question is school specific, it must include the respective school in the title
      • Questions cannot be capitalised like a heading, rather only application names should be capitalised
        • e.g. 'How do I print double-sided on Word?'
           
    2. Details Box
      • Keywords are now entered into the details box, separated by a comma
      • 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) in case 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.
           
    3. Groups
      • ​​ILT: Public (ask.PLCSCOTCH) – Everyone worldwide!
        • DO NOT put passwords into these FAQs
        • You will usually select this as your group unless you are making a staff or ILT specific FAQ
      • ILT: Internal
      • Staff: Scotch
    4. Once you're happy with the information you've entered select Save Question and Continue.

       
  2. TOPICS & KEYWORDS
    1. Topics
      • Select a topic from the list
      • If you feel that you need another topic created, email 1Degree@scotch.wa.edu.au
        • Discuss it with Brad
        • (If a new topic is created, it must be capitalised like you would a heading – e.g. 'Malware and Viruses')
          • 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.
               
    2. To Add a Topic select the Topic you wish to use and select Add.

       
    3. Keywords
      • At least ONE keyword must be added to ANY FAQ you create
      • Depending on the target audience of the FAQ, the correct keywords must be added
      • Once you begin typing, the following options will appear, select as many as are applicable
        • Scotch Student
        • Scotch Staff
        • Scotch Parent
           
    4. To Add Keywords Type them into the field and click Add.

       
  3. ANSWER
    1. General Conventions
      • First line of the answer needs to start with a similar 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
      • At the end of your FAQ, you must leave one line of blank text for formatting purposes
        • The easiest way to do this is by pressing Shift + Return after the last thing that appears in your answer, whether it be text or an image
      • If you are using steps, you MUST 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
      • Between steps there needs to be a blank line (made by shift + enter/return). See example below:
        • Step 1.
           
        • Step 2.
           
    2. Terminology
      • UID (User ID) should be used when referring to username
        • e.g. Student/Staff/Parent UID
      • home.SCOTCH/home.PLC should always be written in this manner
      • Same with ask.PLCSCOTCH
        • Lowercase home/ask
        • Uppercase SCOTCH, PLC, PLCSCOTCH
           
    3. Use of Bolding Function
      • Whenever a word is bolded, you MUST capitalise it (if it's more than word then write it like a heading)
        • e.g. Date and Time
      • You may bold anything you deem extremely necessary, however PLEASE ensure they are appropriately capitalised 
         
      1. Highlighting Clicks
        • Bold all words that pertain to a 'click'
        • Capitalise these words as you would a heading
          • e.g. Click on Copies and Pages and then select Layout
             
      2. Application Names
        • All application names must also be bolded
           
    4. Application Icons
      • Application icons should appear next to (with one space in between) any mention of th application
        • (With the exception of if you are writing an article, where the icons are to appear at the first mention of the application for every paragraph)
      • The application name should be bolded
      • Whenever an application name is mentioned, it must appear exactly as you would see – use its full name
        • e.g. Adobe Reader → Adobe Acrobat Reader DC .
        • e.g. AccessIt → AccessItV8 .
      • The icon should appear as a small image – 32px · 32px
      • There is a database of icons stored on the PLCScotch shared drive .
      • If your icon is not in the database, please add it according to the following instructions: How do I create an application icon on ask.PLCSCOTCH?
        • It must be saved as a .png
        • The naming should be: Application_Name.png
      • If you wish to insert an application icon into your answer, please refer to this FAQ: How do I insert an application icon into my ask.PLCSCOTCH?
    5. Images
      1. Storing Images
        • Images should be saved to a shared PLCScotch Drive 
        • They must be named in an ordered manner – screenshot1234 is not an appropriate file name
          • e.g. Outlook_delegate_search
             
      2. Screenshots
        • Images must be from the students' perspective, ideally a screenshot
          • Please do not use generic photos from the internet!
        • When taking photos of websites, full screen images are required
        • When taking screenshots, please use Command + Shift + 4
          • DO NOT use Command + Shift + 3
            • When you take photos using command + shift + 3, you get unnecessary tool bars and shadows under neath the window, which add clutter to the FAQ, which is especially important if you have 3 or 4 images
        • Please note if there is excess white that follows through to the bottom image, please crop the photo so that there is not a large white space
          • Refer to step 1.4. for an example of an image with a large white space that should be cropped
             
      3. Editing Images
        • Images should be edited in Preview 
        • The rectangle tool should be used to highlight any boxes or clicks that are deemed important
        • The line/rectangle tool must outline the box/button lines that you wish to highlight
        • The red maraschino crayon is the colour that is used – No exceptions
        • The thickness of the lines are to be the third thickness option
        • All lines should NOT be shadowed
        • No arrows are to be used for 'pointing'
          • Once you've used all of the above preferences in Preview  they will remain the default ones
             
      4. Inserting Images
        • To insert an image, click on the Image button

           
        • You will then need to Browse the Server and Upload a New Image, which you will add to your own Personal Library
        • Images must be responsive (with the exception of application icons – 32·32px)
        • You must enter a percentage (usually 100%) into the width box in the Image Properties dialogue box
        • Leave the height box blank

           
        • For many of the FAQs you will need to add two images per step – One for Scotch and one for PLC
          • Make each one have a width of 50% – it doesn’t matter if Scotch or PLC is on the left/right, however, if further down the same FAQ another step with multiple images is required, make sure that you keep the Scotch images on one side and the PLC images on the other side
        • When you insert an image, it must appear directly under the text, with one line of blank text after it
          • The easiest way to do this is by pressing Shift + Return after the image
             
    6. Hyperlinks
      1. Web
        • ​​Any mention of home.SCOTCH/home.PLC/ask.PLCSCOTCH must be hyperlinked
        • You MUST set the target to New Window (_blank)
        • The correct hyperlink must also be added – if you decide to hyperlink in anther relevant FAQ and you take the link from the preview URL, you must delete the ?m=p from the end of the link
          • If you do not do this, the link will not open
             
      2. Email
        • If an email is mentioned in an FAQ, the email address should be hyperlinked
        • For anything where you would normally suggest emailing 1Degree, hyperlink in ask@plcscotch.wa.edu.au instead
          • A process will be set up where Scotch will monitor this email address and forward any relevant questions to 1Degree@plc.wa.edu.au
        • Please try to add an email subject in the email hyperlink (this can be accessed from the email hyperlink panel)
           
    7. 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
         
  4. EXTRA INFORMATION
    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.
     
    1. Links
      • Format: Title – Description
         
    2. Files
      • Need to be relevant and directly link to the question that is being asked
      • Naming needs to be relevant and appropriate
        • Please also make it as specific as possible
      • Only PDFs should be added (unless editing is required, in which case a Word Document  will be attached)
         
    3. Videos
      • Most FAQs should have an instructional video that accompanies the answer
        • This will appear at the top of the FAQ
      • Embed YouTube & Clickview ​ 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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