#10341
Where Is the Instruction in Online Help Systems? 
One of the ironic things about online help systems is that they are very often not helpful and even increase the user's frustration and stress level. This increased frustration sometimes results in the rejection of the software. One solution is to increase the effectiveness of online help systems by designing them from an instructional design perspective. Some of the things we can provide users include: imperative, task-focused procedures; graphic feedback; access to redundant instructions; links to tutorial practice; philosophical and conceptual explanations for 'why' they are completing specific tasks.
Pratt, Jean A. Technical Communication Online (1998). Articles>Documentation>Instructional Design>Online
#31990
Windows Software Help Files Formats
Are you still wondering which help file format to use for your Windows software? The selection depends on your software and on the information that is in your help files. Each help file format has its own unique features that may be useful in certain situations.
Crane, Dennis. Dr. Explain (2007). Articles>Documentation>Online>Help
#21194
Here you will find a collection of WinHelp development aids and tutorials.
Becker, Josef. Helpmaster. Articles>Documentation>Online>Help
#21196
Miscellaneous software for converting WinHelp files into other formats.
#21195
Here you will find a selection of tools that enhance WinHelp, collected since 1995 and made publicly available on this pages.
Becker, Josef. Helpmaster. Articles>Documentation>Online>Help
#30620
Words into Pictures: Applying Visual Thinking to Online Documentation 
How can writers enhance their visual literacy in order to create effective online documentation? By partnering multimedia production expertise with technical writing expertise, DVS Communications and Bell-Northern Research (BNR) have co-developed an introductory course 'Words into Pictures' that stimulates visual thinking capabilities. This paper describes the main components of the course and illustrates its contribution to the success of BNR's online information system CADHELP.
Couse, Mary M., Malcolm W.J.F. Graham and Louis W. Stokes. STC Proceedings (1993). Articles>Documentation>Online>Visual Rhetoric
#24258
Writing for Short Attention Span Theater
If everything on the desktop was proceeding as planned, nobody would ever press F1. But people do press F1--a lot-- and it’s our job to give them the information they need when they need it. This paper suggests design strategies, organizational strategies, and writing tips that can help make the information in your WinHelp files more accessible.
Gallagher, Susan W. STC Proceedings (1998). Articles>Documentation>Online>Help
#24510
Writing Microsoft Windows Help — Two Steps Past the Basics
With planning, an understanding of organizational devices such as expandable tables of contents, secondary help windows, and graphical navigational aids, you can make your help system easier to use, more attractive, and more useful.
Thomas, Morgan O. STC Proceedings (1996). Articles>Documentation>Online>Help
#31144
I would argue that 'Presentation Zen' contains ideas that are also relevant to technical communication.
Pratt, Ellis. Cherryleaf (2008). Articles>Documentation>Online>Help
#32693
Which Type of Online Manual is Best for You
So, the mandate has come down from senior management to "put those manuals online!" Now what do you do? As you know, there are many types of online manuals—but which is best for your situation? This article discusses the options.
Rosenberg, Nad. TechWRITE (2004). Articles>Documentation>Online>Methods
#32979
Nine Trends in Online User Assistance
Whilst applications are becoming more complex, many people believe that online user assistance hasn't changed much since WinHelp was introduced with Windows 3. This is a misconception. There have been many developments in this field aimed at increasing end-user productivity and satisfaction.
Pratt, Ellis. Cherryleaf (2003). Articles>Documentation>Online>Help
#32980
Just as a romantic poet might choose to pen an ode to a single rose as opposed to the entire garden, perhaps we should look to the simplest elements of usability for inspiration. Perhaps it’s time to recognize the contribution of a single humble helper. Yes, it’s time for an ode to Balloon Help. You may smile, but it can be argued that Balloon Help is not only one of the most ubiquitous implementations of modern technological performance support but it is also one of the most underappreciated.
Cavanagh, Thomas B. Usability Professionals Association (2004). Articles>Documentation>Online>Help
#33159
Eight Tips for Writing Informative Overview Topics
Overview topics play an important role in creating a positive user assistance experience. Unlike procedures, which deliver critical information on how to solve a problem quickly, overview topics fill in the conceptual details and background "story." Here are some tips for writing thorough and informative overviews.
HelpScribe (2008). Articles>Documentation>Online>Help
#33335
Alternatives to Software Documentation
Software documentation such as Help systems and user guides may be the best method of helping your customers to use your software effectively. However, one or more of these alternatives may be a better solution.
Unwalla, Mike. TechScribe (2007). Articles>Documentation>Online>Help
#33336
FAQs: Do Better Solutions Exist?
Documentation sometimes contains a section titled, 'Frequently asked questions' or 'FAQs'. The TechScribe website used to have a page of FAQs, but better options exist, and therefore, we removed the FAQs.
Unwalla, Mike. TechScribe (2007). Articles>Documentation>Online>FAQ
#33339
Paper and Online Documentation Trade-Offs
This article explains the relative merits of paper and online documentation from a usability perspective. First, we look at the different types of user. Then we look at typical paper documentation and online documentation with respect to these user types. Finally, we present the relative merits of paper and online documentation for different user types.
Unwalla, Mike. TechScribe (2007). Articles>Documentation>Usability>Online
#33523
Knowing HTML alone is not enough to create HTML Help. What deliverables does the client need? CHMs (HTML Help)? Web-based Help (HTML files + other things that create the Toc, Index, Search tabs etc.)? Java Help? Oracle Help? Be aware of the limitations of some formats.
CyberText Consulting (2008). Articles>Documentation>Online>Help
#33600
Last month, Forrester Research released results from a survey on how much consumers trust different sources for information. They didn't include online Help or knowledge bases in the survey, so we don't know how well or badly they would have come out in the survey.
Cherryleaf (2009). Articles>Documentation>Online>Help
#33634
Should Your Help Be Moved to a Server?
As broadband Internet access becomes increasingly available, software providers are minimizing the local installation of help topics and instead moving some or all help to Web servers. While this approach may alienate users who have no Internet connection or lack broadband access, there are many advantages. Web servers offer features and options that aren't available with locally installed help.
HelpScribe (2009). Articles>Documentation>Online>Help
#34714
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
#34889
Discovering Relationship Tables
Lately I’ve been creating context-sensitive help for an online application. As part of my strategy, I’ve been trying to follow Theresa Putkey’s advice in “Usability in Context-Sensitive Help.” In her article, Theresa recommends providing more than just the steps for a specific task in the context-sensitive help window. Instead, she says to show more contextual links, including answers to why, when, and who questions, because too frequently the user who searches for help may have needs outside the specific task you describe.
Johnson, Tom H. I'd Rather Be Writing (2009). Articles>Documentation>Online>Help
#35419
I honestly can't remember the last time I picked up a user manual, an honest-to-god paper book of technical documentation. Actually that's a lie, it was just last week when i was tidying up. I picked up several user manuals and moved them to a lower shelf on my bookcase. So why do we still maintain a traditional view of how information should be provided?
McLean, Gordon. One Man Writes (2009). Articles>Documentation>Online
#35642
Install Windows' Old-School "Help" in Windows 7 
If you've installed older software in Windows 7, you might notice that .hlp-formatted Help files aren't recognized or supported. Microsoft offers a free download to read and manage those WinHelp files.
Purdy, Kevin. LifeHacker (2009). Articles>Documentation>Online>Help
