RE: Usefulness of "What's This" help

[Marguerite Krupp <mkrupp -at- cisco -dot- com>]

Christopher Clunas wrote:

<snip>Does anyone have any empirical research on the value of "What's This"
help
to users?  I'm wondering if a particular product would suffer in any way if
we removed that kind of help from it. </snip>

Since you're talking about a particular product, you have a good opportunity
to actually ASK the users what they think! I'm inferring that the product
already exists *with* "What's This" help, and you're talking about taking it
away. How many of them actually know about/use/expect it? You may have to
show some users that it really exists. Here's a strong case for going
directly to the users, not your marketing gurus. The latter always want all
the bells & whistles. Your users will appreciate your asking, but be sure to
get back to them with the results.

Regards,
Marguerite


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