#29760
Constructing a One-Stop "Answer Station" for Software Users 
The web allows us to easily provide updated documentation to our users, but why stop there? There is more to making users successful quickly than just providing documentation. By creating a complete "Answer Station" that is accessible from the application or product, we can not only direct users to that updated documentation, but we can also provide information about technical support, consulting, training, sales, etc. This paper discusses writing a proposal for an Answer Station, determining content, working with other departments to gather information, designing the site, making that design work with an existing corporate website, dealing with tool issues, and finally, going live.
Bleiel, Nicoletta A. and Beth A. Williams. STC Proceedings (2004). Articles>Documentation>Help>Online
#27658
Constructing a One-Stop "Answer Station" Website for Software Users
The web allows us to easily provide updated documentation to our users, but why stop there? There is more to making users successful quickly than just providing documentation. By creating a complete 'Answer Station' that is accessible from the application or product, we can not only direct users to that updated documentation, but we can also provide information about technical support, consulting, training, sales, etc. This article discusses writing a proposal for an Answer Station, determining content, working with other departments to gather information, designing the site, making that design work with an existing corporate website, dealing with tool issues, and finally, going live.
Bleiel, Nicoletta A. and Beth A. Williams. WritersUA (2004). Articles>Documentation>Web Design>Help
#34507
Makes the case for embedded help as one of the most effective ways to integrate help within an interface. Although it can be difficult, Bleiel illustrates a way to “elegantly implement and map embedded help.”
Bleiel, Nicoletta A. Intercom (2009). Articles>Documentation>Help>Usability
