Summary
Just as the name says, the User Assistance layer is all about offering users assistance—in other words, providing help and information when things aren’t going so great. When you’re designing the user assistance aspects of your application, always think in terms of being helpful, polite, and sensitive. If nothing else, make sure you don’t make things worse.
Here’s a summary for those of you in need of a quick fix:
Whether you use conceptual, procedural, definitional, instructional, or a combination, there are well-established interface and editorial conventions for each type of help. If you concentrate on selecting an appropriate form of help, it will help guide your other decisions on delivery, design, and content.
Alerts are bad news. ...
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