Answer the questions in this quiz to see how well you've read and understood the chapter. Feel free to look up answers in the book and retake this quiz until you get all the answers right.

This quiz is based on Is the Help Helpful?: How to Create Online Help That Meets Your Users' Needs. by Jean Hollis Webber. (Hentzenwerke, 2004). ISBN: ISBN 1930919603.

When you're through, just click on Check answers to check your answers. If you want to start over, just click on Clear & restart.

Your name	Your nickname/ID for this course
Which version of this course are you taking?	Classroom Online

1. Which of the following is not a common user complaint about online help?
   They can't find answers to their questions.
   There is too much information.
   There is no glossary available in the help.
   There is too little information.
   The instructions are obvious, merely describing the fields, not how to use them.
   

2. Which of the following describes what you'd be doing if you divided the information in a help system by information type?
   In the TOC, you would create books with titles such as Procedures, Reference, Troubleshooting, and so on.
   In the TOC, you would create books with titles such as End Users, Programmers, System Administrators, and so on.
   In the TOC, you would create books with titles based on the tasks explained in the topics.

3. Which of the following describes what you'd be doing if you divided the information in a help system by user type?
   In the TOC, you would create books with titles such as Procedures, Reference, Troubleshooting, and so on.
   In the TOC, you would create books with titles such as End Users, Programmers, System Administrators, and so on.
   In the TOC, you would create books with titles based on the tasks explained in the topics.

4. Which of the following is the correct sequence of the five stages of use?
   Novice, advanced beginner, competent performer, proficient performer, expert performer
   Novice, advanced beginner, competent beginner, proficient performer, expert performer
   Novice, advanced beginner, proficient performer, competent performer, expert performer
   Beginner, intermediate beginner, advanced beginner, proficient performer, competent performer, expert performer

5. Which of the following is not a good type of assistance for notive users?
   Show-me topic
   Wizard
   Coach
   Keyboard shortcuts
   Interactive tutorials

6. Which of the following best defines a show-me topic?
   Help that demonstrates a task rather than describing it
   Help that enables users to practice tasks in hypothetical situations
   Help that is available for each step in a task if users need the help
   Help that guides users through a task one step at a time

7. Which of the following best defines embedded help?
   Help that enables users to practice tasks in hypothetical situations
   Help that guides users through a task step by step, allowing them to enter data into the help interface at each step.
   Help that is available for each step in a task if users need it
   Help that is in the interface of the software application

8. What's wrong with help information like this? Type the user name in the user name field.
   It provides too much information.
   It gives no information on input requirements.
   It is not clearly written.
   It is written for expert-level users.

9. Which of the following is not a problem with the help excerpt in Figure 10?
   Separate numbered steps that explain how to import from Netscsape and from Outlook should be bulleted under a more general introductory step that leads into these alternatives.
   Numbers are incorrectly used; bullets should be used instead.
   The importing email step comes before the special note regarding importing e-mail.
   The methods for importing email from Netscape seem to contradict each other.

10. Which of the following makes the correct distinction between wizards, coaches, and tutorials?
    Wizards guide users through a task step by step, allowing them to enter data into the help interface at each step; tutorials are available for each step in a task if users need the help; coaches enable users to practice tasks in hypothetical situations.
    Coaches guide users through a task step by step, allowing them to enter data into the help interface at each step; tutorials are available for each step in a task if users need the help; wizards enable users to practice tasks in hypothetical situations.
    Tutorials guide users through a task step by step, allowing them to enter data into the help interface at each step; wizards are available for each step in a task if users need the help; coaches enable users to practice tasks in hypothetical situations.
    Wizards guide users through a task step by step, allowing them to enter data into the help interface at each step; coaches are available for each step in a task if users need the help; tutorials enable users to practice tasks in hypothetical situations.
    Coaches guide users through a task step by step, allowing them to enter data into the help interface at each step; wizards are available for each step in a task if users need the help; tutorials enable users to practice tasks in hypothetical situations.
    Tutorials guide users through a task step by step, allowing them to enter data into the help interface at each step; coaches are available for each step in a task if users need the help; wizards enable users to practice tasks in hypothetical situations.