E-mail, Online Help, and Web Sites

For the first time in centuries, the written word has undergone a quantum metamorphosis, leaping from the printed page into cyberspace.

The Internet: The Information Highway

Electronically links millions of computers around the world.

Provides unrestricted access to information.

E-mail, online help screens, and Web sites are transmitted via the Internet, an intranet, or an extranet.

The Internet:The Information Highway

“Internet” refers to the global information system that

– Is logically linked together by a globally unique address based on the Internet Protocol (IP).

– Is able to support communications using the Transmission Control Protocol/Internet Protocol (TCP/IP) suite or its subsequent extensions.

– Provides, uses or makes accessible, either publicly or privately, high level services layered on the communications and related infrastructures.

World Wide Web

Helps you find information on the Internet along with Web browsers such as Netscape Navigator and Microsoft’s Internet Explorer.

Supports documents (Web sites) formatted in a computer language called HTML (HyperText Markup Language).

The Intranet:A Company’s Internal Web

A contained network. Might include several, linked local area

networks (LANs) and connections to the Internet.

Belongs to a company. Shares company information

among employees.

The Extranet:A Web Within a Web

Is a collaborative network linking businesses with suppliers, customers, or other businesses that have common goals

Allows several companies to share information but also to keep this information within the confines of their collaborative unit.

Importance of Online Help

Increased use of computers

Reduced dependence on hard-copy manuals by consumers

Need for readily available online assistance

People learn more effectively from online tutorials than from printed manuals.

Online Help Systems

Employ computer software to help users complete a task.

Help menus are excellent examples. Create interactive training tools and

informational booths within a document. Offers “just in time” learning or “as needed”

information.

Online Help Systems

Hot button (select the topic of choice from a help list)

Pop-up (a small window superimposed on text) or jump (to another full-sized screen layered over text)

– Overviews (why a procedure is required and what outcomes are expected)

– Processes (how something works)

– Definitions (online glossary of terms)

– Procedures (step-by-step instructions for completing a task)

– Examples (feedback verifying the completion of a task)

– Cross references (hypertext links to additional information)

– Tutorials (opportunities to practice online)

Writing Online Help

Organize information for easy navigation.– Three clicks rule

Recognize your audience– Determine user’s level of knowledge

Achieve a positive, personalized tone– Microsoft’s Office Assistants

Writing Online Help

Design your document

– Use color sparingly; maximize contrast between text color and background color

– Be consistent

– Use a 10-point sans serif font (small, horizontal feet)

– Use white space; avoid excessive emphasis techniques: less is best

Writing Online Help

Be concise.– Each screen should include one “self-contained”

message. Be clear.

– Tutorials to guide the reader through a task– Graphics that depict the end result– Cross references– Pop-up definitions

Correct your grammar.

Technical Writing Criteria

Clarity Conciseness Accessibility/Design Audience recognition Audience involvement Accuracy