help system

March 13, 2009

Web-based vs Offline Help Systems

As you probably know, I work for a software development company -  and during a routine lunch hour, I  began wondering why our software still shipped with offline help files (CHM), rather than offering the help files online. You see, every now and then, our company discovers that the help files are missing some information; however, we can't do anything about it until the next release. Sure, we can temporarily alleviate the problem by creating external knowledge base articles, but it doesn't fix the fact that clients have the same help files, without the new information. This situation brought an interesting question to the table: Why don't our products have web-based help? Example of web-based help I came up with numerous advantages and disadvantages: Advantages:…