Re: Context-sensitive vs. navigational help

[Steven Oppenheimer <Steven -at- OppenheimerCommunications -dot- com>]

I don't think this is a "versus" situation.  A user, staring at a 
particular screen, might want help with that screen.  So of course, when 
they press F1 for help, a help screen should pop up that displays the 
use(s) of the current application screen.

However, the same user might also want to search the help system for a 
particular features.  (For example, for a payroll system, they might be 
looking for tax-related screens, so they search on "tax.")  Of course, the 
search brings up a list of a handful of pertinent screens (i.e., the tax 
related screens).  Or, in the course of procedural information on creating 
an employee payroll record, they might come to an instruction that says, 
"Now enter the employee's tax information."  A link on that instruction 
takes them to the help for that tax screen.

However they get there, when they arrive at any one of those help screens, 
the very first thing they should read is something like:

"The Tax Information screen is used to enter all parameters which determine 
an employee's taxes and tax deductions.  This screen is accessed by 
selecting Employee --> Basic Info, and selecting the Taxes & Deduction tab."

In other words, the help for just about all display screens should not only 
start with a basic conceptual introduction to the screen, but should also 
give the essential navigational information to find that screen.  (A minor 
alternative is to include a link, near the top of each such help screen, 
which says, "How To Navigate To This Display".  Then the user can click on 
the link, and a secondary help window can provide the navigation 
information.  I think it's easier to just include the navigational 
information right in the main text of the screen help.)

I can't count the number of software applications I've used which neglected 
to include this basic, simple navigational info, and so made the process of 
learning and using the software an unnecessary exercise in frustration.

Steve O.