Transcript OnlineHelp

E-mail, Online Help, and Web Sites
For the first time in centuries, the
written word has undergone a
quantum metamorphosis, leaping
from the printed page into
cyberspace.
The Internet:
The Information Highway
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Electronically links millions of computers
around the world.
Provides unrestricted access to information.
E-mail, online help screens, and Web sites are
transmitted via the Internet, an intranet, or an extranet.
The Internet:
The Information Highway
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“Internet” refers to the global information system that
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Is logically linked together by a globally unique address based
on the Internet Protocol (IP).
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Is able to support communications using the Transmission
Control Protocol/Internet Protocol (TCP/IP) suite or its
subsequent extensions.
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Provides, uses or makes accessible, either publicly or
privately, high level services layered on the communications
and related infrastructures.
World Wide Web
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Helps you find information on the Internet
along with Web browsers such as Netscape
Navigator and Microsoft’s Internet Explorer.
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Supports documents (Web sites) formatted in a
computer language called HTML (HyperText
Markup Language).
The Intranet:
A Company’s Internal Web
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A contained network.
Might include several, linked local area
networks (LANs) and connections to the
Internet.
Belongs to a company.
Shares company information
among employees.
The Extranet:
A Web Within a Web
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Is a collaborative network linking businesses
with suppliers, customers, or other businesses
that have common goals
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Allows several companies to share information
but also to keep this information within the
confines of their collaborative unit.
Importance of Online Help
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Increased use of computers
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Reduced dependence on hard-copy manuals
by consumers
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Need for readily available online assistance
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People learn more effectively from online
tutorials than from printed manuals.
Online Help Systems
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Employ computer software to help users
complete a task.
Help menus are excellent examples.
Create interactive training tools and
informational booths within a document.
Offers “just in time” learning or “as needed”
information.
Online Help Systems
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Hot button (select the topic of choice from a help list)
Pop-up (a small window superimposed on text) or jump (to
another full-sized screen layered over text)
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Overviews (why a procedure is required and what outcomes are expected)
Processes (how something works)
Definitions (online glossary of terms)
Procedures (step-by-step instructions for completing a task)
Examples (feedback verifying the completion of a task)
Cross references (hypertext links to additional information)
Tutorials (opportunities to practice online)
Writing Online Help
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Organize information for easy
navigation.
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Recognize your audience
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Three clicks rule
Determine user’s level of knowledge
Achieve a positive, personalized tone
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Microsoft’s Office Assistants
Writing Online Help
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Design your document
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Use color sparingly; maximize contrast between text
color and background color
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Be consistent
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Use a 10-point sans serif font (small, horizontal feet)
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Use white space; avoid excessive emphasis
techniques: less is best
Writing Online Help
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Be concise.
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Be clear.
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Each screen should include one “self-contained”
message.
Tutorials to guide the reader through a task
Graphics that depict the end result
Cross references
Pop-up definitions
Correct your grammar.
Technical Writing Criteria
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Clarity
Conciseness
Accessibility/Design
Audience recognition
Audience involvement
Accuracy