RE: Encouraging users to read online help

Subject: RE: Encouraging users to read online help
From: Jim Shaeffer <jims -at- spsi -dot- com>
To: "TECHWR-L" <techwr-l -at- lists -dot- raycomm -dot- com>
Date: Mon, 17 Dec 2001 16:28:59 -0500

One technique promoted by some usability gurus is not to use
Help, that is not to use the label "Help". Users are more
likely to click a button labeled "Tips" or "Hints" than a
button labeled "Help".

Discouraging calls to the Help Desk by charging more for Help
Desk support may encourage the use of online Help (or it may
just encourage more muddling through, hard to tell).

Jim Shaeffer (jims -at- spsi -dot- com)

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