Search Engine Optimisation Web Log (BLOG)

Is your help system up to scratch?
Organisations are still failing to provide users with an effective range of help systems on their websites.

Websites should contain a range of help systems to assist users who cannot find the information they require via primary/secondary navigation bars. All websites should have a 'FAQ' page and 'Contact Us' page, and larger websites should include a 'Site Map', 'Site Index' and 'Search facility'.

Site indexes are a list of alphabetically organised terms that are pertinent to the business. Whilst site indexes are uncommon, they are a highly under-rated facility and are generally more useful than site maps because they are organised purely by content, rather than the confines of the navigation system. Site indexes are also invaluable for products or services that have different names. For example, Royal Mail might include the following on their site index: postage prices, stamp prices, prices (postage), 1st class mail (prices), 2nd class mail (prices). Site indexes are also a great way of making sure that all pages get indexed by search engines.

Help systems should be positioned in the upper-right hand corner of the page to fit with GUI convention (Graphical User Interface).

by David Miller
Website Analyst,
North Square.