346 Part V: (Web hosting company) Closing Your Software Project Avoiding
346 Part V: Closing Your Software Project Avoiding helpless help systems Here are some important questions: Have you ever called an automated help system and been put on hold and transferred from one extension to another, never talking to a human being, and getting hung up on after an hour of frustration? Have you ever asked someone a question and been more confused by the answer than you were when you started? Have you ever tried to read a reference book (not this one, of course) and wondered what language it was written in? Have you every worked with a program whose help system crashed? Have you every worked with a program whose help system contradicted itself? Those are situations most of us can identify with and they share the same end result: frustration. When you want an answer, you want an answer that you understand, and you want it now. Here s what users don t want: They don t want to be sent somewhere else. They don t want to have to think about and process what was said. They don t want to have learned more than they need to know at this minute. When you design a help system, whether it lives online or in a print format, you need to keep users in mind and KISS. The best rule is to place yourself in the position of the end user you are creating the material for. As long as you keep these basic tenets in mind, you ll create documentation and help systems better than most that are currently out there.
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