h8

Context-Sensetive help at a glance

Site Genre: Pattern Group h

magnify imageFigureH8.1 Dell provides links to context-sensitive help to give customers detailed descriptions of features. This context-sensitive help is contained in a pop-up window, letting customers maintain the context of the task while seeing the information they need.

Background

There are always some visitors to a Web site who encounter problems, finding that they need more information to complete a task. Sometimes problems crop up even when a customer is trying to complete a task in a PROCESS FUNNEL (H1). Help your customers by offering context-sensitive help that provides additional information related to the current task. This pattern describes context-sensitive help in general, presenting guidelines for how to use it most effectively. Use this pattern in conjunction with FREQUENTLY ASKED QUESTIONS (H7) to help your customers accomplish their tasks.

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PROBLEM

Customers sometimes need highly specific help to complete a task.

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SOLUTION

magnify image FigureH8.4 Place context-sensitive help near the content that needs it.

Help customers by placing context-sensitive text and links near where they’re needed on a page. Consider using floating windows to display the help, letting people continue with their tasks. If customers need to see the help while navigating multiple pages, use pop-up windows instead.

Other Patterns to Consider

Use context-sensitive help to PREVENT ERRORS (K12) and to provide MEANINGFUL ERROR MESSAGES (K13). Link context-sensitive help to a specific FREQUENTLY ASKED QUESTION (H7), or display it in a FLOATING WINDOW (H6) to let people maintain the context of a task.

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