Designing Help Text

In an ideal world help text would be unnecessary - users would never get stuck in an application or site. It should be enough to provide clear design, carefully chosen titles and labels for the various functions, appropriate field prompts when user entry is required, helpful feedback, a glossary, and 'embedded' help such as default values, example input, on-screen step-by-step instructions and explanatory text next to fields or functions. Help features should certainly be a last resort. Anyone embarking on adding it to an application or site should be sure that they have already followed the best practise listed above. In most cases (certainly online) a help option should not be necessary.

Farrell, Tom. Frontend Infocentre (2001). Design>Documentation>Help>Online

Interactive Help: Adapting Content for Multiple Users  

Most online help systems present a 'one-size-fits-all' solution—fixed content for each topic—but users’ experience levels and backgrounds are complex and diverse. Users lose time and patience sifting through topics that either do not match the problem a user is trying to solve, or that present information that does not match a user's knowledge level. A group of Masters students at Carnegie Mellon University tackled this problem. As a course project, the team created an online help prototype that contains different levels of help, a prototype that gives users a choice about how much information they want to see.

Downs, Christina M. and Anne F. Jackson. STC Proceedings (2001). Design>Documentation>Online>Help

Strategies for Producing Browser-Based Technical Documentation

This Technical Note attempts to provide a few good strategies for resolving some of the issues around producing and viewing Web-based technical documentation. The Note may be useful for engineers, technical writers and content producers who must wrestle with issues of producing documents such as ReadMe files, Release Notes, technical articles, and other forms of technical communication that land on the Web.

Apple Inc. (1996). Design>Documentation>Help>Online