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Personally, I am biased about using Help files instead of a user manual. For
one thing, users almost never browse a manual as those who organize a
massive Help file believe they will, so a Help file provides little help to
them.
Second, if the application hangs or dies or crashes, the Help file is often
of little use to the user since it dies, too.
Example:
I recently purchased a new Dell Dimension desktop to replace my old (very
old) Dell Dimension Desktop. The first workstation came with a printed users
manual; the new one has a PDF users manual loaded on the hard drive. What's
the problem?
I had to install and set up the workstation in order to read the users
manual that contained instructions on how to install and set up the
workstation.
I have no solid research upon which to base my conclusions, however. Only
about 15 years of anecdotes. JoAnn Hackos has presented a topic on the
subject of why users hate Help files: http://www.stc.org/48thConf/postconf/Heninger_3P1.pdf. It may be helpful to
you.
Good luck!
Donald H. White
President, Sr. Technical Writer/Editor
James River Technical Communications LLC
804.795.2914
dwhite -at- jrtcllc -dot- com
www.jrtcllc.com
-----Original Message-----
From: techwr-l-bounces+trlbldr=comcast -dot- net -at- lists -dot- techwr-l -dot- com
[mailto:techwr-l-bounces+trlbldr=comcast -dot- net -at- lists -dot- techwr-l -dot- com] On Behalf
Of David Loveless
Sent: Tuesday, July 25, 2006 11:55 AM
To: List,Techwriter
Subject: Getting rid of the manual
Everyone,
My company is moving away from a printed user manual. We are doing this
gradually to ease our customers into it. Our previous version had 500 pages
of user documentation, our current has 150, and the next will probably have
nothing more than a quick start card or guide.
Instead of a manual, we are providing vastly updated and more complete Help
files. I've noticed that many products do this. Sadly, our previous versions
have given very little emphasis to the Help, and there is a general feeling
of incompetence when it comes to the older files. The newer versions are
better, but those feelings still linger.
My Questions:
First--Has anyone out there done this, and what problems did you encounter?
Our biggest concern is the customer reaction. They are very used to getting
a nice printed manual, and they don't really trust the Help. Even though the
Help files will contain all the information from the manual, we worry that
they will "miss the forest for the tree." How do we sell the user on the
idea?
Second--We are also having problems getting buyoff from some members of
management. The rest of management and support is on board. Is there any
evidence or studies out there that compare the value of a manual to a help
file?
Thanks for the help.
Dave
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WebWorks ePublisher Pro for Word features support for every major Help
format plus PDF, HTML and more. Flexible, precise, and efficient content
delivery. Try it today! http://www.webworks.com/techwr-l
