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These are far from being earth-shattering ideas for
"leading a horse to water" but here's what we do:
* Incorporate a short module in each training program
that shows the user how to access the online help and
a brief overview of the contents.
* (As previously suggested) Have client services (i.e.
the Help Desk) refer users to the help.
* Include URLs to the top-level help page on short-cut
In other words, advertise. advertise. advertise.
To get the said horse to "drink."
* Make the top 10 questions/issues posed to the Help
Desk so obvious users can't miss it. Obviously, link
the questions to the anwsers.
* Make certain you're using a good search engine as a
it can serve as a "bandaid" if there are any
structural or design flaws to the help pages/site.
Plus, a high percentage of users won't take the time
to learn the architecture of the help system.
* And, to make certain you have repeat customers, make
every effort to insure that the help system is the
highest quality product you can deliver.
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