TechWhirl (TECHWR-L) is a resource for technical writing and technical communications professionals of all experience levels and in all industries to share their experiences and acquire information.
For two decades, technical communicators have turned to TechWhirl to ask and answer questions about the always-changing world of technical communications, such as tools, skills, career paths, methodologies, and emerging industries. The TechWhirl Archives and magazine, created for, by and about technical writers, offer a wealth of knowledge to everyone with an interest in any aspect of technical communications.
Subject:RE: How do users use help? From:kimber_hebert -at- acs-inc -dot- com To:<techwr-l -at- lists -dot- raycomm -dot- com> Date:Wed, 22 Sep 1999 14:39:52 -0500
William Horton, in his book _Designing and Writing Online Documentation_, has
some information that might be useful to you. Once again, it comes down to
knowing your audience. In Chapter 3, "Access," he presents a table of retrieval
methods recommended for varying types of users. It's not possible for me to
Suffice to say that for Expert users of a software product his recommended
methods are "Search by name, Full-text Search, Keyword Search."
For Occasional users, his highest recommendation is for a Keyword search.
These are recommendations for "semi-automatic" online systems, such as a fairly
context-sensitive help system.