Using the Support Site
The content of the Support site is organized by intended audience. The four major sections include Basics, Administration, Development, and Super Admin. The Basics section includes information most appropriate for content contributors, usually authority levels 0–8. The Administration section includes information that Level 9 and 10 administrators need to manage and configure various features of the OU Campus system. The Development section includes overview information for implementing or migrating sites into the CMS and a section about templating. The section includes code reference for OU Campus tagging and system variables, templates, XML, and XSL. The Super Admin section contains information for enterprise installations and those with super administrator privileges.
Update! Click here to jump directly to information about using the ON THIS PAGE navigation.
The redesign of the Support site took into account internal input and input from current OU Campus users, and included an ongoing discussion of style and useability. To start, the design team compiled a wireframe and mockup with a more useable navigation scheme and an eye toward implementing a more modern aesthetic. Content was reworked to target different audiences.
Several elements were added to provide direct navigation to frequently used content, and to provide access to content in different forms such as with overview content, glossary linking, and PDFs.
A CSS stylesheet (or two) were developed, templates and XSL stylesheets were created, content was re-organized and migrated, and custom coding was used to enhance certain functionality.
The fonts in use are Neue Helvetica Light for the body text on content pages and Franklin Gothic Condensed for navigational elements.
A large portion of the content of the Support site is accessible from the home page. The content is grouped in various ways into link-boxes. The various groups include links to the main content areas (which are by audience), links to frequently searched-for topics, on a traditional drop-down navigation bar at the top, to the PDF reference guides, and displays an RSS feed of recent releases.
Each one of the major sections is graphically indicated with an icon as follows:
Also, each page is tagged with the appropriate icon so that a user viewing a page can easily identify the type of content shown.
In addition to the textual information, quite a bit of the functionality of the CMS has been detailed by the Training team in a series of WebEx presentations called Training Tuesdays.
A series of shorter training videos explain various aspects of usage, particularly the WYSIWYG functionality. They are available both as FLVs and MP4s: Video Tutorials.
The Popular Topics tag cloud includes links to frequently searched for topics.
Four main reference guides in PDF format are linked to from the Reference Guides box. Task-oriented procedures for using and administering the OU Campus system is also available in PDF format in the reference guides:
The System Status information provides a real-time indicator as to the state of the OmniUpdate Systems.
The Recent Releases area includes a short list of recent features and releases based on an RSS feed. The link to the feed page includes both the title and description of the feed item and to prior release notes.
The Support Updates area includes a short list of Support site updates based on an RSS feed. The link to the feed page includes both the title and description of the feed item.
The feed can be subscribed from the Support RSS Feed Icon.
Other products include links to other OmniUpdate products including Transcode-It, a video conversion tool.
Shared Design Elements
On every page of the Support site including the home page and interior pages are several shared elements. They include the top navigation and the secondary navigation bar.
The top navigation bar includes the links to the same major sections of the Support site: Basics, Administration, and Development. Additionally, it has drop-down menus for Training and Updates, and a direct link to the Contact Support page.
The Support site is just one facet of the network of support for OU Campus. The in-house technical support team that can be contacted via phone, Help Desk ticket system, or email (emails sent to support automatically create tickets in the OmniUpdate Help Desk).
Members of the active OmniUpdate Community Network (OCN) include both staff and OU Campus administrators and users. The OU Campus New Features and Feedback Forum provides a way to offer a suggestion for a new feature or improved functionality
for an existing feature for OU Campus. The links are accessible on every page by clicking the corresponding icon:
For more information about contacting support, please see:
OmniUpdate's OU Search feature is available on every page.
Advanced search includes several ways to delimit the search including:
- Searching by words, phrases, or name
- Location of the words or phrase
- Whether the search should, must, or must not contain the words or phrase
- Searching by a specified time period or date range
- Searching by document type (e.g., .html, .xml, .pdf)
The advanced search functionality includes options regarding how many results to show, how to sort (by relevance or date), with or without summaries, and grouped by location (or not). One last option is to include the word scores. Word scores are the number of hits each search term receives, as shown at the top of the search results page.
The interior pages of the OU Campus Support site have collapsible/expandable navigational elements. Both or either of the left- and right-side navigation columns can be collapsed to show just the article content. The left-side menus also can be expanded or collapsed to show or hide the subtopics. The entire left-side navigation can be expanded to show the complete hierarchy. Alternatively, each section can be manipulated individually.
The right-hand navigation column, when appropriate, shows the In This Section, On This Page, and Related Content navigation elements, and the Tagged Words tag cloud with glossary links. In This Section lists sibling content; that is, other topics in the same directory.
On This Page paginates long topics and shows level 2 and 3 headings. In other words, when a page is loaded and it includes several subheading on the page, the entire page is not shown all at once. The major headings that are contained on that page are listed in the navigation menu on the right-hand navigation. It is called On This Page. Navigation to the subheadings on a page can can also be accomplished with the quick arrows that navigate to the next/previous heading for the page.
The Related Content area provides internal and external links to additional information, including any available videos.
One of the new features is a linked glossary. Mousing over an underlined term in an article displays a pop-up with the definition for a term. Clicking on the linked tag in the Tagged Words section displays the linked-to page.
The entire tagged words glossary is also available on the Glossary Page.
The automated breadcrumbs at the top of each article page show the directory path to the current file.
Near the main heading for an article is also the date the page was last updated.
The interior pages are designed for easy printing. The navigational elements and the comments area are omitted when printing an article.
Included at the end of each article page is a comments section. This provides an area to leave a comment about the article and rate it as being helpful or not. We do appreciate your feedback and are continually striving to improve on the content of the Support site and its overall usability.
Ways to access the Support site documents include:
- Directly: http://support.omniupdate.com/
- Via the Help link in the main interface (top right)
- Specific to the WYSIWYG via the Help link in the WYSIWYG interface (top right)
- Via the document-specific links withing an area of the OU Campus interface