The Two-Click Mandate: A Case Study
http://www.writersua.com/articles/two-click/index.html

Lowe, Karen
Writers UA
2009

Abstract:

One technical communication team delivered answers to user questions in two clicks with a help file created in DITA XML, using structured writing, different tools and a new information architecture. Content was linked one-to-one with application elements. Hyperlinks in one area of each screen make user access easy. The communicators established a linking strategy, used natural language for guided navigation and developed a reuse strategy involving references instead of duplication of content. The result was delivery of an InfoCenter that's easy to maintain and to expand, which a portion of the team will be doing for the next 20+ years.