Development of a flexible help function for increased use and value for web applications
Kristina Hansson, Kerstin Lyngfelt, Veronica M. Johansson · Diva portal (Dalarna University Library) · 2003
Web applications of today are often advanced and it is not obvious to the user how to use them and which functions they provide. This creates a need for some kind of help system that can provide help and support to the user. Users differ when it comes to experiences in handling different applications, which creates a need for help systems that support users in various levels and situations. It should also provide more than one method for the user to find the information needed. Help systems like that exist in different forms and we have chosen to develop a help function that is easy to adjust to different web applications and different users needs. By thinking in the user’s perspective, and by taking part of some of the users view, we have investigated the existing needs and what solutions that are preferred. In order to meet all different needs our help function is designed as an online manual including hierarchical structured, indexed and searchable information. To maximize the use of a help system it should be adjusted to the application it is meant to support. Applications are continuously modified and developed and therefore the help system should be easy to update and maintain in order to keep the help system up to date. Our help function belongs to Empir AB’s product, Virtuella Kontoret but is developed to be easily adjusted to other similar applications. The help function is built on a database model in order to be adjustable to different applications and to various users needs. Besides giving the users a tool for help and support in the use of the web application the help function also contains a graphic tool for the administrator. With this tool the administrator can change, delete and add new information in the help function and through this keep it well adjusted to its users needs. Publisher: University of Trollhattan ⋅ Uddevalla, Department of Informatics and Mathematics Box 957, S-461 29 Trollhattan, SWEDEN Phone: + 46 520 47 50 00 Fax: + 46 520 47 50 99 Examiner: Lektor Lena Pareto Advisor: Linn Gustavsson, University of Trollhattan Uddevalla Subject: Computer science Language: English Number: 2003:D23 Date: May20, 2003