Help System Content
While every help system has unique requirements, a help system usually consists of these topic types:
- Conceptual overviews prepare users with background information
- Procedures provide step-by-step instructions for completing tasks
- Reference information provides tips, tricks, and warnings that build user mastery
- Processes tell users how to put together software activities to perform job tasks
- Page descriptions orient users and link to procedures performed on each page
- Table of contents and index provide alternative navigation to help users find answers
Users Expect Online Help
Online help adds value to your software products and has many advantages over other types of user assistance tools:
- Just-in-time support is a click away
- Updates are applied electronically without relying on end-user action
- Hyperlinked content provides easy navigation to related topics
- Embed other types of user assistance tools through links
Designed for Your User Audience
I design your online help system to meet the needs of your users and your software.
- An audience analysis defines the characteristics of your users
- A task analysis defines how each user class uses your software
With this information, I design your online help system to meet the needs of beginner, intermediate, and advanced users. The design anticipates user questions, focuses on need-to-know information, and organizes content to support user tasks.
Maximize Your Benefits
I use the most current research on how people use computers and focuses on meeting your user needs.
- Use your existing documentation as the starting point for your online help system
- Avoid repeating content in multiple locations for easy updates and maintenance
- Provide online help system content for other uses (training manuals and marketing materials)
- Design your help system for new user orientation and experienced user reference
