Re: Help for Real-Time Support

["Bill Swallow" <techcommdood -at- gmail -dot- com>]

> * What are the help formats?

I've delivered help to CS departments in WinHelp, HTML Help, and HTML format.

> * What are the guidelines to develop such helps (style
> related)?

The requirements should vary based on the department need. I had to
follow the call flow for one, and I had to cater to multiple
entrypoints in another. The basic guideline should be that the info
needs to be clear, concise, exact, and easy to navigate. Info at their
fingertips. A good natural language query should help, but isn't
necessary.

> * What are the measures to maintain usability of these
> helps?

No impact to call response time.

> I appologize if I sound too abstract/ hypothetical/
> novice....:)

Why? We all have to start somewhere. :-)

--
Bill Swallow
HATT List Owner
WWP-Users List Owner
42.8162,-73.7736
http://techcommdood.blogspot.com
============================
I support Char James-Tanny for STC Secretary.
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