http://tc.eserver.org/authors/Raiken,_Nancy A bibliography of works by Raiken, Nancy in the field of technical communication. en-us Copyright (c) 2005-08 by the EServer. All rights reserved. tclib-editorial@eserver.org (TC Library Editorial Board) webmaster@eserver.org (Geoffrey Sauer) http://tc.eserver.org/images/newlogo.gif http://tc.eserver.org/dir/Raiken,_Nancy http://tc.eserver.org/29624.html http://tc.eserver.org/29624.html This paper describes how user assistance can streamline deliverables and improve product design by analyzing usage patterns from server-based content. We can then base decisions about how to improve deliverables on a thorough understanding of how customers use help content to find information and solve problems. This approach enables user assistance to add more value to both our companies and our customers by creating a three-way dialog between user assistance, the customer, and the product team. It also broadens the definition of assistance to include helping to design products that people can use without the need for instructions. http://tc.eserver.org/24353.html http://tc.eserver.org/24353.html Only a small percentage of users open Help, and they usually do that only when they have trouble with the application. One way to reach a broader audience is to integrate assistance into the user interface so that people understand the product as they use it. This paper describes our reasons for moving in this direction, provides examples of integrated user assistance, and discusses issues and concerns inherent in moving away from traditional Help.