Hi Everyone...

Just want to pick your brains. I have been tasked with restructuring our entire 'Help' systems for our 4 online services. I work for a government agency, so as you can imagine most of our customers (the general public not being that net savvy) require a lot of help = lots of help pages!

Currently if you click 'help' it just opens up a windown which is targeted to a chapter. Not the best at all. My suggestion is to have a Help "portal" so to speak. Users click help and are then precented with a decision tree which works in the same was as the Ebay Contact help system. http://pages.ebay.co.uk/help/contact_us/_base/index.html

My Question is does anyone know where i could find articles detailing this method of help? or why its good etc....benefits. OBVIOUSLY i have googled...but to no avail.

Thanks :)