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> 1. Is it better to have a lot of index entries or only a few?
Numbers for sheer numbers' sake is not good, but neither is some arbitraty
limit. You should have as many index entries as it takes to get the vast
majority of your likely users to the information they need.
I'd consult a professional indexer, or visit the site of the American
Society of Indexers (www.asindexing.org) for recommendations on good books
about theory of indexing.
>
> 2. Are users more likely to use the index search or the hierarchical
> treeview to find an article?
A recent post on this list indicated that Americans go to the index first,
while Europeans are more likely to use the TOC. I was surprised that
searching wasn't mentioned.
In my experience (limited to Americans), people will try the index
first--if it's a good one and gets them where they need to go, they'll
stick with it; if it's bad, they'll try the search feature (if available).
The TOC has been the last resort, because TOCs aren't usually designed
for random access by someone unfamiliar with the hierarchy of information.
Pouring over the TOC when you're already frustrated by trying to find a
solution to an immediate problem is probably only going to raise your level
of frustration.
>
> 3. Are there any guidelines for designing the hierarchical treeview?
I'd say your top-level division should be by vehicle type--cars, trucks,
buses, motorcycles, and maybe a miscellaneous section for all others.
OK, I'm joking. It's impossible to advise you on how to arrange a TOC
without knowing anything about the subject matter or audience.
>
> 4. Should the same article show up in different spots on the treeview?
In my opinion, no. That's what an index is for: multiple points of
access. A TOC should accurately reflect the contents, so an article should
only be listed where it actually appears (unless it literally appears in
multiple places).
Of course, an online knowledge base is not a printed manual, so you can
bend the rules. If you don't offer a good index or a search feature,
multiple listings in the TOC may provide at least *some* assistance to
people looking for information, but I'd call it a distant last choice.
>
> 5. Is it useful to have a Getting Started section? What about tutorials?
I wouldn't expect to see those in a knowledge base (especially since you
seem to be offering manuals and other materials); but that doesn't mean you
can't include them in yours.
Your thorough understanding of the needs and expectations of the people
who'll be using the knowledge base is the only legitimate guide...along
with your employer's or client's requirements, of course!
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