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February 23, 2003
Trends in online assistance
It's always nice to come across something for the tech writers in the audience. (I hope there are some tech writers in the audience! As others have noticed, the tech comm folk don't exactly seem to be taking the blog world by storm.) Anyways, I was emailed the link to this piece titled The future of Help? Nine trends in online user assistance. As someone who did WinHelp in the 3.1 days, these are welcome trends. It's the idea of moving help into the interface (just-in-time assistance) and it's one of the reasons that sessions such as this one (on moving into UID from technical writing) are becoming more and more popular at STC conferences.
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I'm currently working on moving the "world view" of the big organizations - unions, NGOs and such -in Denmark, to recognize and work with online communication in new and better ways. One way of doing so, is to augment the communication systems in place, and take advantage of networking and community building systems - in addition to the information system building blocks that are in place now in the form of Content Management Systems.
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IDblog is Beth Mazur tilting at power law windmills. A little bit Internet, a little bit technology, a little bit society, and a lot about designing useful information products. Send your cards and letters to .
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