Online Help: Making it Helpful

Consider your users' experience levels and include options for:

• getting started
• quick reference
• step-by-step procedures
• feedback.

To Design Information

Get to know your users and their needs.

Provide access options:

• at varying levels of detail
• that are customized for different groups.

Test prototype versions with representative users.

• Don't call your document help. Instead, make it sound like a useful accessory, like Web Design Tips or Telephone User's Guide.
• Replace the main menu with a visual metaphor: a tabbed directory, a process flow chart, etc.
• Use separate menus for different readers to customize your message.

• Provide a feedback mechanism to collect user comments and suggestions.
• If you're on a network, monitor accesses of your documents.