حل السؤال الثاني .. للاسف لو ادري شيكت على الكتاب اول ^^
There are diverse ways of providing guidance to users online
Taxonomy of user documentation, online help, and tutorials.
Domain covered by help system
• Description of interface objects and actions (syntactic)
• Sequences of actions to accomplish tasks (semantic)
• Task-domain-specific knowledge (pragmatic)
Degree of integration in the interface (from less to more integrated)
• Online documentation and tutorial: independent interface, even possibly developed by a different company
• Online help: integrated into the interface, separate window usually invoked from a "help" button
• Context-sensitive help: a) user controlled depends on where the user points (pop-up box, balloon, tool tip, or ScreenTip), or b) system initiated—the system makes suggestions and sometimes takes action
• Animated demonstrations: usually integrated into the interface
Time of intervention
• Before starting (quick guide, manual, and tutorial) At the beginning of the interaction (getting started, animated demonstration)
• During the task (context sensitive, either user- or system-initiated help)
• After failure (help button, FAQs)
• When the user returns the next time (start-up tips)
Media
• Text (paragraphs, with a list of steps)
• Graphics (screen prints can illustrate explanations)
• Voice recording
• Video recording of someone using the interface
• Animation
• Recording of the interface itself in action, with or without annotations
• Simulation environments for computer-based training
Extensibility
• Closed system
• Users can add more information(annotations, synonyms, or translations)