user expecttations - web-based help

Subject: user expecttations - web-based help
From: Erika Yanovich <ERIKA_y -at- rad -dot- com>
To: "techwr-l -at- lists -dot- techwr-l -dot- com" <techwr-l -at- lists -dot- techwr-l -dot- com>
Date: Wed, 2 Jul 2014 14:25:06 +0000

Dear all,

It's been a while since we've prepared help files and we now need to make them again. What do users expect these days? Any good examples out there? We only need to prepare web-based help for one SW product that will reside on the customer's server. Versions are released quarterly. No need for PDF or other output.

Does it make sense to continue authoring in Word and convert, or author in a help authoring tool? I noticed that most help authoring systems have features that we already use in our authoring environment (such as single sourcing and conditional text) and I'm not sure it's a good idea to pay for them again.

Insights appreciated.


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