Re: Help Files
And you should never focus on giving users what they *want* unless
they're willing to throw tons of money at you. Give them what they
*need*. Most times people can't tell you what they *need*, but only
what they *want*... it's up to YOU to determine the *need* based on
their interaction with the product.
To offer a practical suggestion, though, you can approach the question of what people want or need by elinimating one huge category of help text that they most assuredly do not want or need. That's the type of help that is no help at all because it does not provide any information.*
The classic proponent and provider of information-free help is Microsoft (google the phrase "you're in a helicopter" for the classic joke on the subject); so don't fall into the trap of emulating their style.
HTH,
Dick
*Information is defined as "that which resolves an uncertainty" by the founder of information theory, Claude Shannon.
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References:
Help Files: From: A.H.
Re: Help Files: From: TechComm Dood
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