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Subject:Re: Content of Help Systems From:Bill Swallow <techcommdood -at- gmail -dot- com> To:"TECHWR-L" <techwr-l -at- lists -dot- techwr-l -dot- com> Date:Tue, 20 Sep 2005 21:08:17 -0400
> As a user, I feel somewhat cheated when the content is the same. I ask
> "why do both?" in that case.
I don't. I leave the books in the library and use them when engaged in
hearty debate with co-workers and use the online docs for my own
reference.
> In a help system, I am after a fast answer to get something done. I
> would expect to use a user guide when I want a more in-depth treatment
> and to see more context. I believe that is in line with most people.
Never ass-u-me. ;-) I, personally, don't distinguish between
conceptual and procedural info, and usually I need the conceptual
stuff and not the "how to" stuff to give my brain a kick in the pants.
I would imagine that I'm not alone in this approach to using
documentation, but I won't assume I'm in a majority either (and how do
you measure majority, anyway, when applications, industries, and
people are different?).
> Including more extensive background in a help system can be done, but
> too often it makes the online help much more time-consuming to use.
> When we use online help, we generally want to be reminded *right now*
> to get a fast result. We don't normally have or take the time for a
> more thorough treatment.
Again, maybe and maybe not. I don't fit your description. And, help is
as difficult to use as you design it to be.
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