Balancing assistance approaches Balancing visibility against intrusiveness Microsoft Clippy was infamous for being intrusive and offering irrelevant tips. Chatbots can risk similar frustrations if suggestions are poorly timed or excessive. From a usability perspective, chatbots that help users when they get stuck (reactive assistance) and those that prevent users from getting stuck in the first… Read more »
Tag: help
The UI of Chatbots: Part 1 Understanding chatbot interfaces
The UI of Chatbots Cherryleaf Introduction As organisations adopt chatbots to support their software applications, Technical Authors face new challenges in designing effective user interfaces and adapting documentation for conversational delivery. This article examines the critical role of UI design in chatbot implementation and provides practical guidance for technical communicators. Imagine if your users were… Read more »
Survey – How good is your product’s Help?
Do you love, or hate, the Help that comes with your product or service? Or is it just, Meh? Take a few minutes to tell us why, and let’s see if your situation is similar to others. We’ll be sharing our findings on the Cherryleaf blog and Cherryleaf podcast. Any findings we publish will be… Read more »
The T-Bot: A new Help model from Microsoft
This month, Microsoft has added Microsoft Teams to Office 365. It’s a instant messaging collaboration tool, similar to Slack. Teams contains the T-Bot, which provides help and assistance to users. Users can watch videos: They can read online Help: They can read an FAQ: They can ask the T-Bot a question and receive an answer. The T-Bot… Read more »
Getting users to read the Help rather than call support
We spotted an interesting statement by the “Father of Behaviour Design”, BJ Fogg: “For somebody to do something – whether it’s buying a car, checking an email, or doing 20 press-ups – three things must happen at once. The person must want to do it, they must be able to, and they must be prompted to… Read more »