Every topic is page one - handout

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Information about Every topic is page one - handout
Technology

Published on April 12, 2014

Author: viqui_dill

Source: slideshare.net

Description

This is the handout that goes with Every online help topic is Page One.

http://www.slideshare.net/viqui_dill/every-topic-is-page-one-33442063

Make every topic count in your online help system.

Every topic in your online help system could be page one. No matter what kind of topic you create (window, task, button, or field definition), help users find quick answers to common questions.

http://lanyrd.com/scfpkq

Every topic in your online help system could be page one. No matter what kind of topic you create (window, task, button, or field definition), help users find quick answers to common questions. http://lanyrd.com/scfpkq http://www.slideshare.net/viqui_dill/every‐topic‐is‐page‐one Any user who is desperate enough to click help is: • New – they are new at the system and they want reassurance that it will be worth their time to use it. • Alone – they are working alone at the moment, otherwise they would have just asked a coworker the question. • Bothered – they are either angry, or scared, or both. • Busy — this goes without saying. Users are trying to get the job done, buying cabinets – not surfing around for the right button Task topic is usually page 2, sent from a window topic or from a link in an email from a human being. Window topic is usually page 1, opened when they click the help button on a specific window. Button and field topics are often what they really want to see, but are buried inside the help system. Summary: Busy, bothered users are needy. Answer the burning question within a few clicks, above the page fold, in a findable, searchable way. Viqui Dill loves to connect: social_media@stcwdc.org, @viqui_dill, https://www.facebook.com/viqui.dill. Every Topic is Page One #STC13 Viqui Dill

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