We have an HTML based help system, maintained with RoboHelp, that our call center staff use while fielding phone calls. It contains about 2000 individual documents that are indexed, keyworded and cross-referenced using RoboHelp's tool suite. For a number of reasons, the company has decided to eliminate RoboHelp and merge this data into SharePoint. I see so many different options to do this, and I am having a really hard time wrapping my head around what's going to work best for us. I'd love to hear any input from anyone who's experienced a similar migration. I found this question, and while mine's similar, I'm at a place where I need practical advice about more detailed circumstances.
A few notes on our environment and restrictions:
1.) We're taking advantage of this opportunity to clean up the documents, but we'll likely still end up with no less than 1750 documents.
2.) We're also taking advantage of this opportunity to analyze if the current system has optimal functionality, or if we need to design something from scratch. My guess is that our current system meets about 80% of the needs, and we'll be making some minor tweaks, but no major redesign.
4.) Help documents are frequently cross-referenced with each other.
6.) SharePoint was chosen as the platform because of its low cost ($0 in additional licensing costs), ease of use, familiar look and feel of the ribbon interface, agility when making changes, change management tracking, and ease of roll-out.
Here's where things get muddled. I can see the following solutions, the associated pros and cons, but am really looking for some outside perspective to help me make sense of it all.
1.) SP Wiki. PROS: ease of interlinking and cross-referencing, ease of maintenance, ability to grow organically as procedures and policies change. CONS: Converting this volume of pages to rudimentary wiki pages seems easy; is re-creating the linkages between documents as daunting as it seems it would be?
2.) Custom List. PROS: The form-based interface for entering new data is very useable and clear for users. The "preview view" is VERY similar in functionality to the current system. CONS: no way to cross reference documents with each other, no provisions for images.
3.) Document library. PROS: Flexibility to store documents as Word or HTML. Image publishing is easier. CONS: Same import issues that I have with the Wiki. With the document library option, I'm also suffering indecision about whether Word or HTML is the best choice. HTML is, IMHO, more universal than word. However, HTML isn't in the users' skill sets as much as Word. HTML can be edited in the web-part, but Word needs to open an external program (e.g., MS-Word)
So that's where we are. Does anyone have any advice from their similar projects? Are there best practices for this type of documentation repository? I'd love to hear your thoughts!