Developing an Embedded Help Solution    

As we grow up, we learn to develop our independence and to ask for help less and less. No wonder that, when confronted with a problem, so few users click the Help button. Standard help systems have several common issues: help is separate from the product; users have to leave the task they are performing to get help, and they return and try to remember what they were doing; users cannot find the required information; users get lost in the help.

Mueller, Paul. Technical Communication Online (2003). Design>Documentation>Help

Embedded Help – Meeting the Needs of Your Users  

Designing and developing an embedded help solution involves several stages. A successful solution starts with identifying user wants and needs. As you sort through these needs, identify common threads and design a solution that addresses these common threads. Consistency, flexibility, and experimentation are keys to developing a successful solution. Your design should be intuitive to use, and should provide users with the options they need. As you design your solution, consider your develop and maintenance requirements. You want the time you invest in the first version of your solution to pay off for future releases.

Mueller, Paul. STC Proceedings (1999). Articles>Documentation>Online>Help

How Embedded User Assistance Impacts Documentation

Embedded user assistance is only part of a complete documentation plan. It does not replace the need for other types of content. For example, embedded user assistance is not a good delivery mechanism for comprehensive concepts and detailed discussions of a topic with strategy and best practice guidelines. However, with a strong design, embedded user assistance can support the immediate needs of the user and provide a valuable, contextual link that steers the user into the other parts of the documentation as needed.

Mueller, Paul. Answers for All (2009). Articles>Documentation>Online>Help

Technical Communication Trends and Ideas

Technical Communication continues to change as we find new ways to meet the needs of our audiences. I have attended several conferences recently and discussed several of the latest trends with other technical communicators. This article provides a quick list of several of these trends and ideas.

Mueller, Paul. Answers for All (2009). Articles>TC>Content Management>Information Design

Technical Communication: Design or Content?

How is the role of technical communicators changing? What skills should we be focused on for future success? With content coming from many sources and contributors throughout the community, technical communicators can feel threatened. For many years, we were the sole developers of content, carefully crafting each phrase to deliver information clearly and concisely. As social media expands, our skills for crafting the message may become less important and less valued.

Mueller, Paul. Answers for All (2009). Articles>TC

Learn How Much You Don’t Know

I’m amazed when I hear people say they learn nothing from others in the technical communication field. Some people have a lot of experience, so they feel there are few opportunities to learn from others. I believe they forget that often through discussions, we discover a new perspective or a new way to solve an old problem. Different approaches can also lead to new techniques and solutions.

Mueller, Paul. Answers for All (2009). Articles>TC>Community Building>Collaboration