Hi Diego!
As I understand, a big part of your issue is your relationship with
the client. Petteri's words on the subject are golden.
Your words gave me the impression that your client may think online
help as a way to skip on usability research. Actually, usability
research is needed in order to properly define the help contents, as
Gerry McGovern shows in this example:
"Lots of people were searching for "remove conditional
formatting" on the Microsoft Excel website. So the team created a
page explaining how to remove conditional formatting. The page got
substantial negative ratings from customers. The team revised the
content but the negative ratings remained high nonetheless.
"The Excel team did more research to try and better understand why
the page was getting negative ratings. What they found was that the
most customers' actual task was to format properly in Excel. These
customers had tried to format but had made a mistake. They wanted to
remove the formatting and then reformat. The page that the team had
created only explained how to remove formatting. The Excel team got
rid of this page.
"Now when people searched for "remove conditional formatting"
they were sent to a page that showed you how to format, remove
formatting, etc. Customer satisfaction rose.
P.S: You may like to share your question in the IxDA Buenos Aires
list:
http://groups.google.com/group/ixda-ba
--
Santiago Bustelo, Icograma
%u2028Buenos Aires, Argentina
// IxDA Buenos Aires: http://www.ixda.com.ar
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Posted from the new ixda.org
http://www.ixda.org/discuss?post=45068
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