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Every topic is page one

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Every online help topic is Page One.

Also see the handout at http://www.slideshare.net/viqui_dill/every-topic-is-page-onehandout

Make every topic count in your online help system.

Every topic in your online help system could be page one. No matter what kind of topic you create (window, task, button, or field definition), help users find quick answers to common questions.

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Every topic is page one

  1. 1. Make every topic count in your online help system
  2. 2. What kind of program is this? • Kitchen cabinet quoting software • Used by kitchen designers
  3. 3. Who is the audience? • New • Alone • Bothered • Busy
  4. 4.  Pushing the help button  Using the search feature  From a URL in an email  From another page in the help system
  5. 5.  Pushing the help button  Using the search feature  From a URL in an email  From another page in the help system
  6. 6.  Pushing the help button  Using the search feature  From a URL in an email  From another page in the help system
  7. 7.  Quick Start  Windows  Buttons  Fields
  8. 8. Context sensitive Window topic • Often the entry point into online help  Anticipate the question(s) being asked • What can I do here?  Tasks: step by step with pictures  Training tutorials: screens and audio • What does this thing do? What does this thing mean?  Buttons and fields and screen areas
  9. 9. This is an example of our old style online help. • Task instruction buried in a wall of text. • Functional notes given up front. • Window graphic clicks generate popup interaction. Task instruction buried in a wall of text. Functional notes given up front. Window graphic clicks generate popup interaction.
  10. 10. New style online help. • What can I do? Links above page fold. • Tasks, video, FAQ right up front. • Expanding text replaces paragraphs of explanation. • Window graphic changed to Flash for hoverable interaction. What can I do? Links above page fold. Tasks, video, FAQ right up front.
  11. 11. New style online help. • What can I do? Links above page fold. • Tasks, video, FAQ right up front. • Expanding text replaces paragraphs of explanation. • Window graphic changed to Flash for hoverable interaction. Window graphic changed to Flash for hoverable interaction.
  12. 12. New style online help. • What can I do? Links above page fold. • Tasks, video, FAQ right up front. • Expanding text replaces paragraphs of explanation. • Window graphic changed to Flash for hoverable interaction. Expanding text replaces paragraphs of explanation.
  13. 13. Buttons: • What does it do? • What are the results? • Where is it found?
  14. 14. Fields • What is this field? • How do I use it?  Where is it updated?  Where is it read- only? • What are some examples? • How does it relate to other fields?
  15. 15. What’s next? • How do I know if I’ve finished what I came here to accomplish? • How do I fix any mistakes? • Where do I go next?
  16. 16. Software Help button Window topic Task topic or Tutorial
  17. 17. Window topic • Tutorial Search • Field definition • Tutorial
  18. 18. Busy, bothered users are needy Answer the burning question • within a few clicks • above the page fold • searchably What about your experience… • As a writer? • As a user? Do you have any questions?
  19. 19. Read the bio http://www.stcwdc.org/bios/dill_bio.shtml Email social_media@stcwdc.org @viqui_dill https://twitter.com/viqui_dill Linked In http://www.linkedin.com/pub/viqui-dill/15/79/7a5 Facebook https://www.facebook.com/viqui.dill

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