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Subject:RE: Encouraging users to read online help From:Iggy <iggy_1996dp -at- yahoo -dot- com> To:"TECHWR-L" <techwr-l -at- lists -dot- raycomm -dot- com> Date:Tue, 18 Dec 2001 08:44:44 -0800 (PST)
--- SIANNON -at- VISUS -dot- JNJ -dot- com wrote:
> ...I felt I should pass on some of the
> reasons I have found
> _upon_questioning_users_ that they won't use a
> helpfile. They often have
> nothing to do with the quality of the help, but
> rather the quality of the
> training (or complete lack thereof).
Training shouldn't be required to teach people to use
online help. At least, the help itself shouldn't
require training.
The fact remains - help was added and users still call
support. you need to make help MORE convenient for
them than calling support. How you do that is up to
you, but my advice is to integrate help into the
interface and their workflow as much as possible.
Nothing replaces good design, not even training.
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