Terminology related to online help for software
We refer to some terms in ways that may not be familiar to everyone, so here are some explanations:
|
Term |
What we mean |
|
User assistance |
The whole range of information that you provide to your users to help them understand how to achieve their objectives using the system. ‘Embedded’ user assistance is visible within the GUI as the user carries out tasks. |
|
Online help and WebHelp |
A set of navigable files that your users can access from within the system. The files include short topics about tasks, processes or concepts. The user can either search for a particular topic, or navigate through a list. |
|
Context sensitive |
Only the topics relevant to a particular screen appear when the user selects the online help while in that screen. |
|
Tutorials |
1-3 minute e-learning modules that use a combination of video, text and audio to demonstrate how the user can achieve a task, or to illustrate how a concept affects tasks. |
Analysis for a typical online help project
Our approach will be to provide the expertise of a senior technical author who will work with you to:
- analyse what your users need and define an information architecture that will deliver it. The following list shows perspectives that often provide a useful starting point:
|
Perspectives on your user information needs |
Examples |
|
Information types |
Tasks, concepts, reference |
|
User industry |
Financial, insurance, media |
|
User job roles |
Technical, management, marketing |
|
User familiarity with software |
New user, existing administrator |
|
Software branding |
You, your client or partner |
- define a priority list of information, organised in terms of, for example, concepts, processes, tasks and functions that need to be described for each of the product modules
- design an authoring, reviewing and testing process with you that will meet your project objectives
Agree the best combination of tools and techniques that will meet both the immediate project and longer-term plans.
To discuss your specific project needs just contact 3di.
3di also provides translation and localization services enabling you to take your online help around the world in any language you need.