User assistance is a general term for guided assistance to a user of a

software Software is a set of computer programs and associated software documentation, documentation and data (computing), data. This is in contrast to Computer hardware, hardware, from which the system is built and which actually performs the work. ...

product. The phrase incorporates all forms of help available to a user. Assistance can also automatically perform procedures or step users through the procedure, depending on the question that the user asked. The term is broader than

online help Online help is topic-oriented, procedural or reference information delivered through computer software. It is a form of user assistance. The purpose of most online help is to assist in using a software application, web application or operating sys ...

, and includes procedural and tutorial information.

What it does

User assistance provides information to help a person to interact with software. This can include describing the user interface, but also focuses on how to help the user to best apply the software capabilities to their needs. User assistance can be considered a component of the broader category of user experience.

Devices

User assistance employs a number of devices including help, wizards,

tutorials A tutorial, in education, is a method of transferring knowledge and may be used as a part of a learning process. More interactive and specific than a book or a lecture, a tutorial seeks to teach by example and supply the information to complete ...

, printed manuals (and their PDF equivalents), and user interface text. User assistance professionals also contribute to enterprise knowledge bases and

content management systems A content management system (CMS) is computer software used to manage the creation and modification of digital content (content management).''Managing Enterprise Content: A Unified Content Strategy''. Ann Rockley, Pamela Kostur, Steve Manning. New ...

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Skills required

Effective user assistance development requires a variety of communication skills. These include writing, editing,

task analysis Task analysis is the analysis of how a task is accomplished, including a detailed description of both manual and mental activities, task and element durations, task frequency, task allocation, task complexity, environmental conditions, necessary cl ...

, and subject-matter expert (SME) interviewing. Since the user assistance profession is directly involved with software development, the discipline often requires an understanding of UI design, usability testing,

localization Localization or localisation may refer to: Biology * Localization of function, locating psychological functions in the brain or nervous system; see Linguistic intelligence * Localization of sensation, ability to tell what part of the body is a ...

, testing, quality assurance, instructional design,

script Script may refer to: Writing systems * Script, a distinctive writing system, based on a repertoire of specific elements or symbols, or that repertoire * Script (styles of handwriting) ** Script typeface, a typeface with characteristics of handw ...

ing or programming, and accessibility.

Forms

Instruction manual

''For information related to this topic, see Instruction manual (computer and video games)'' A traditional form of user assistance is a user manual, which is distributed either with the product in

paper Paper is a thin sheet material produced by mechanically or chemically processing cellulose fibres derived from wood, rags, grasses or other vegetable sources in water, draining the water through fine mesh leaving the fibre evenly distrib ...

form or electronically. Typical features of a user manual include installation procedures, a guide to how to use the software, as well as a disclaimer stating the licensing status of the software. Details of a helpline may also be available.

Online help

''For more information on this topic, see

Online help Online help is topic-oriented, procedural or reference information delivered through computer software. It is a form of user assistance. The purpose of most online help is to assist in using a software application, web application or operating sys ...

Helplines

''For information related to this topic, see

Helpline A helpline, or switchboard, is a telephone service which offers help to those who call. Many helpline services now offer more than telephone support - offering access to information, advice or customer service via telephone, email, web or SMS. ...

References

External links

Linkedin Software User Assistance groupWritersUAMicrosoft's User Assistance
Technical communication Assistance