tekom-Jahrestagung 2012 - ActiveDoc

User Assistance
ny on Twitter. “Share” buttons make it easy for customers to tweet the
URL of the Help page; “Follow” buttons provide interactivity that ties
social media to the Help system.
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Twitter Search Widgets can be used to display what is being said
about your company (and/or selected subjects) within your Help system.
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Videos appeal to visual learners and require users to interact with
the system if not set to autoplay (since users generally prefer to click
“play” themselves, it is best to avoid that setting).
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Adding DISQUS commenting/ratings features to your web-based
Help systems. Live example: http://www.componentone.com/newimages/disqus/
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Including email buttons in your Help to contact technical support
or the documentation team add interactivity and (more importantly)
make it easier for customers to contact your company. Consider including
the URL of the Help topic in the body of the email to speed
accuracy and response time.
A few options for interactivity
Outcomes and Considerations
Well-implemented interactivity makes information more readable, exposes
information layers, encourages discovery, and provides feedback
mechanisms. Social media options can provide additional useful information,
build a customer community, and increase Twitter followers.
Adding interactivity should be balanced with good usability practices.
Don’t overdo the click count, add unnecessary (or too much) interactivity,
or alter established standards.
Before implementing interactivity, consider the following: accessibility,
translation, localization, and your customer’s access to the internet.
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tekom-Jahrestagung 2012