Web 2.0 is an emotional world and users rely on each other rather than technical documentation for help with products and applications. The reason for this is another user is more likely to share empathy and to mirror or at least understand any emotions the user might have. Sites like Facebook, Trip Advisor and Amazon's product rating feature allow users to vent and to swap stories. Users are more likely to ask their friends how to use something rather than bother looking for the online help files published by the manufacturer.
Therefore, in order to bring traditional online help back from the brink, technical writers need to enable an emotional component.
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