The Paradox of Help Quality

 Why does help still kind of suck even after so many years?

Tom Johnson asks this poignant question in his post Do We Need a New Approach to Help? Why Are Users So Apathetic Towards Help after 50 Years of Innovation?

Tom provides a great survey of the trends and ideas in help design, starting with John Carroll’s seminal work on minimalism and suggests multiple possible ways forward.

I think there is enormous promise in many of the paths Tom invites us to explore, but at the same time, I am struck by the need to recognize that there is limit to how much help help can be, and a real danger in trying to do too much. read more