Non-graphical software products have become an endangered species, says Michael Krigsman, except for one application--the Help system. "Most Help systems are still almost entirely text-based," says Krigsman, whose company creates printed and electronic software documentation. "But used with discretion, sound and graphics can really reduce the complexity of a text-based explanation." His advice:
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Start with a "chunking" strategy: The best place to use video and sound extensively is for full-screen tutorials, says Krigsman. For smaller chunks of information—such as context-sensitive tips about how to use individual product features--the best approach is to use a more limited amount of animation and sound. And large chunks of reference material are probably best left in straight text format. "It's easy to get lost in the technology, but you don't want to end up with a Help system that thinks it's Myst," says Krigsman.
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Make it obvious that screen captures aren't live: Showing actual bitmaps of menus and tool bars can be helpful, Krigsman says, "but the drawback is that they're too realistic and users get confused when they click on buttons that don't respond." One solution is to alter the color scheme of the bitmap slightly (for instance, by highlighting a menu item in red or by overlaying the bitmap with an arrow or circle that provides extra emphasis.
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Use animation to demonstrate steps in a process: "When a task involves many steps—opening files, navigating menus, and selecting objects on the screen--a good way to reduce complexity is with simple animation," says Krigsman. "But it can be tricky to show movement around the whole screen inside a standard 320x240 Help window," he points out. "It's harder to make this kind of animation work than it seems."
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Use sound for feedback: Whenever the user clicks on a button or opens a new Help topic, says Krigsman, the computer should provide some kind of audible feedback. "We know that you don't hear a click when you select something with a mouse, but it's still a useful cue that makes users feel that they've done something right."
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Try a talking head for difficult material: Krigsman points out that users typically respond well to an expert advisor—a so-called "talking head"—who provides a personal explanation of difficult material. "It's another way of chunking the material," he says. "It's a sophisticated approach that's most appropriate when you're trying to convey the most elegant and well-thought-out solution to a problem."
