Report:Knovel/Customer Support/Online Help Features
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Online Help Features
One of the four headings in Knovel is a link to the Search Tips section. This section provides tips related mainly to the use of the various search operators available.
Users can email support with questions, search the solutions page for answers to commonly asked questions, and even chat inline with a customer service representative from 8:30 am to 5:30 pm EST.
Knovel also provides a downloadable and searchable PDF help manual. This manual is detailed and includes many step-by-step instructions (including screenshots) for using Knovel. Much of the content is focused on the use of the Productivity Tools.
The help guide is poorly organized, with help sections on searching and browsing at the very end of the guide. A new user would probably expect to see these topics earlier in the guide, rather than learning about more advanced features first.
Finally, Knovel has added three short instructional videos to help new users get started. These videos are only a few minutes long and conver specific examples for using the Basic Search, the Fielded Search, and the Productivity Tools.