Re: Usage of help pages

Hi Jan,

I think linking to the appropriate FAQ as it becomes relevant within the web
app/interaction may be quite useful. For example, if the user tries to
perform an action you aren't allowing, provide feedback that an error has
occured, and if it's a specific limitation of the app (that is, something
users think they should be able to do but can't in this situation), provide
a link to the FAQ explaining why as part of the feedback. This may also let
you build up the FAQs from the bottom-up (exceptions/errors in the use
cases).

Chris Cocca
BA/UX - Rogers Media


On Dec 12, 2007 10:31 AM, Jan Alfbo <[email protected]> wrote:

> Hi,
>
> I'm currently working in a project where we put a lot of effort into
> making
> the help pages for the website really extensive and top quality. So the
> user
> should be able to find any questions they might have within the help
> section.
> I've tried to find information about how many users who actually visits
> the
> help pages. I imagine it's a bit like using a manual, not many people
> likes
> to read a manual so if they can't figure out how things work by themselves
> they simply just buy another product or visits another website.
> So my question is if someone knows the usage of help pages within
> different
> types of websites? How many percent of the visitors ends up using the help
> pages and FAQ's?
>
> Many thanks for taking your time,
> Jan Alfbo
> Interaction Designer
>
>    --------------------------------------------------------------
>    Tip of the Day: Quote only what you need from earlier postings
>     CHI-WEB: www.sigchi.org/web POSTINGS: mailto:[email protected]
>              MODERATORS: mailto:[email protected]
>       SUBSCRIPTION CHANGES & FAQ:  www.sigchi.org/web/faq.html
>    --------------------------------------------------------------
>
>

    --------------------------------------------------------------
    Tip of the Day: Quote only what you need from earlier postings
     CHI-WEB: www.sigchi.org/web POSTINGS: mailto:[email protected]
              MODERATORS: mailto:[email protected]
       SUBSCRIPTION CHANGES & FAQ:  www.sigchi.org/web/faq.html
    --------------------------------------------------------------