At the recent Drupalcon conference, Karen McGrane gave an awesome keynote titled Thriving in a World of Change: Future-friendly content with Drupal. (Although I didn’t attend the conference, the talk and her slides are online.) In her presentation, Karen emphasized the need to transform content management systems away from the “content goes here” type of blob Continue Reading »
I had a conversation with a developer the other day about help material. He said that when he sees static pages, he assumes the content is out of date. He prefers forum threads because he can see the dates, and because forums contain real information from people using the product. He likes wikis because he Continue Reading »
Most users think help content is useless. It’s an almost universal perception that help content will be, for the most part, unhelpful. It’s a last resort measure, when you can’t figure it out from the interface, when no colleagues are standing by to assist, when you’ve reached a certain level of frustration and have nothing else to try — only then do you bring yourself to begrudgingly click the help button.