Simplicity (Help Link): Previously, I provided too much handholding, describing where you are, what you need to do, and what you saw as a result. You’re not going to read this many words. Now, I give the absolute least I can without losing you.
Drop-Downs (Help Link): I made each tab section a drop-down (I hear writers out there screaming), but I did this to serve many masters. I can’t predict what you need to know right now, so I give you the power to show only what you want.
Collaboration (Help Link): Subject matter experts may not know what they want but will immediately know what they don’t want. I provide content as quickly as possible, even if I know it’s not perfect, because it’s easier to correct than it is to create.
Success (Help Link): Forget about knowing the answers, new users for a feature or product don’t even know the questions. The best tool I can provide is a reliable tutorial so they can experience success and then start figuring out what comes next.
Customer First (Help Link): Being the lone writer, I was tempted to settle for “good enough” instead of good and simply rubber-stamp the complicated content from my subject matter experts. Instead, I always kept in mind who my audience truly was.
Own It (Help Link): Our customers would frequently come to the help system seeking to understand the science behind our software, and not merely to learn procedures. I collaborated with my experts to create content that both taught and led.