Software Architect's Handbook

Providing a good help system

Designing a system that is highly usable also means that it should be designed to allow users to easily learn how to use it. A thorough and up-to-date help system makes an application easier to learn. Whether you are developing a desktop application or a web-based one, ensure that you have a help system that is extensive enough for the given application so that it will be of use to people. Depending on the software, who is using it, and how it is being used, an overall help system may include tooltips, online help, product manuals, tutorials, frequently asked questions (FAQs), a knowledge base/discussion forum, training events, and ways to submit support cases.

This is not to say that a help system is the primary ...