Critical Success Factors and Lessons Learned from Creating a Large Windows help System

Abstract

The sheer volume of information, 15 books and over 1,500 graphics, contained in CSC's corporate system development methodology, Catalyst,^sm has created a need to have this information on-line. On-line access, it was felt, would dramatically impact productivity. To help support users and facilitate the use of Catalyst, the Microsoft (MS) help system, in conjunction with RoboHELP^TM, was used to put Catalyst online in a hypertext format. Incorporating feedback and usability concerns was key in determining how its more than 20,000 users could best utilize this product. The design evolved over several months and in its final form also extended the limited functionality of the MS help system, providing a more robust product. This paper discusses the challenges surrounding the design of a large windows help system, approximately 53 MB in size (33 MB when fully compressed). The lessons learned can form the basis for creating an effective help system development process for meeting users' needs.