Designing a Help System for a Web Site
http://www.w-edge.com/articles/helpsystem.htm

Leonard-Wilkinson, Theresa A.
W-edge Design
1999

Abstract:

When I worked for a large insurance company, my team as tasked with re-designing the customer service area for a external Web site that supports annuities and mutual fund customers. I proposed redesigning the entire site including an actual help system (like with ones you can create with RoboHelp) to reduce customer service support calls. I was really surprised that everyone thought this was such a novel idea -- I thought it made perfect sense. Then, it hit me -- you don't see a lot of help systems for Web sites.