In her whitepaper, O’Keefe gives practical advice on how to integrate Web 2.0 with online help. She warns that user-generated content is not a “fleeting fad” and is not going away. Most of her suggestions make sense and are supported by other sources I’ve found. However, she indicates the use of search engine business rules as a way to get the online help files to display in search results. She states that users are more likely to use something if it is easier to find. I disagree with this. I think the users will keep turning to other users and will continue to shun corporate-generated product documentation.
O’Keefe, Sarah. “Friend or Foe? Web 2.0 in Technical Communication. Why users are turning to the chaos of the web rather than the online help.” Scriptorium Publishing, 2009. Retrieved December 4, 2009.
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