Online Help Systems: an Overview
Delivering Instantaneous Web-Based Information to Users.
When a user clicks the "?" icon in an application's toolbar, they're looking for information, a tutorial, and above all, help! There are many possible ways to bring instantaneous information to your user. From online help systems to wikis, this article covers the common formats for providing application-specific online help and documentation.
Traditional Online Help Systems
As computer systems have advanced, online help systems have opened up and become less platform-dependent, but they retain some key features that distinguish them from printed or PDF documents. They're indexed and searchable. Each task or feature is described in a separate topic page. They usually have a table of contents. They're intended to be read on a computer screen with the application running in a separate window.
- WinHelp: A WinHelp file, no longer officially supported by Microsoft, used internal links and shortcuts to navigate information. WinHelp was revolutionary at the time it was created, and continues to be the navigation model most users are familiar with.
- Compiled HTMLHelp: Also driven by Microsoft, HTMLHelp (.chm files) is written in HTML and all the pages and support files are put together into one file for delivery with an application.
- Web-based Help: Viewable in a web browser, web-based help uses similar navigation strategies as WinHelp and HTMLHelp, with further reading, indexes, and a table of contents. This is a common method of delivering help for web applications.
- Java Help: Embedded in a Java application, the interface is still very similar to previous types of online help.
- Mac Help: Since OS 10, Mac Help has been HTML-based. Mac Help writers create a web-based help and insert a few specific tags to make it more interactive with the Mac platform. When the developer packages the help system with the application, it goes into the program package like any other support file.
Web 2.0 and New Media Web-Based Help Systems
With the proliferation of wikis, blogs, and content management systems, online help has taken a new direction:
- Wikis: Often community created, wikis can be very useful, but they are prone to misinformation and vandalism if not carefully monitored. Popular web host Dreamhost uses a customer-edited wiki as its main method of support documentation, and the technical support team oversees much of the content there.
- Blogs: Developer blogs give users the behind-the-scene view of the application. They can be used for breaking news, bug reports, and new information, but few users subscribe to blogs for application information. However, blog articles that focus on solving one particular problem can be extremely valuable if they're well-indexed in Google.
- Media blogs: Podcasts and videoblogs can be very useful for delivering training-related documentation. TechSmith (makers of Camtasia) uses a videoblog to both promote their product and teach people how to use it.
- Content management systems: CMS's are used for intranet sites to share information among developers and project teams, but they can also share information with users. Like the blog, each article should be highly focused on one specific task or problem. Microsoft's Knowledge Base is an example of a very large CMS to deliver documentation to users in trouble.
Naturally, you want to use the best tool for the job. If you're delivering online training, go with a presentation-style podcast or video. If the application runs without access to the Internet, deliver a standalone help system like HTMLHelp. If it's a web-based application that changes over time, use a blog to update your users on changes to its features. Over time, you'll learn what your readers respond to the most.
