The design of Navigational Systems that work effectively in Websites support the end user better because the end user relies on online documentation rather than printed materials or manuals. According to William Horton:
The strongest benefit of online documentation, however, is successful communication. Although difficult to measure accurately, this benefit often exceeds savings in production costs:
One online documentation project at Chevron projected savings of less than $1,000 in printing and updating costs but over $44,000 in time required for training, looking up information, and correcting errors…. [An]…online consultation system at IBM’s Endicot Laboratory helped users answer 35 percent [35%] more of users’ questions.
The U.S. military’s Personal Electronic Aid for Maintenance (PEAM) reduced troubleshooting errors by two-thirds for the Army and by five-sixths for the Navy.
It reduced the time it took tank mechanics to learn to use paper manuals from several days to minutes [because they were able to quickly retrieve the information online]. It elevated the performance levels of inexperienced technicians to near that of experienced technicians (8:6-7).
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