The most effective help content in applications is the kind you don't have to look for, and in many cases, don't need to think about. At GotVMail, internally we've called this "passive help," but externally this could be known as "inline help," "context help," or "pop-up help." Good "passive help" might even include the kind of informative information you provide to your customers via your website before, during, and after a sale. If you can provide a user with information before they need to look for it, and in context with what they are doing, it can prevent the need for evening having help manuals.
Some great examples of passive help from around the internet.
Facebook: Educate the user about functions as they see them, then there is no need for help later.
LinkedIn: Show users information about new features, draw attention and let them dismiss it.
Google Gmail: Tell users about new features that require another click to get to but would be helpful. Must be dismissible and Google calls this "hide"
TripIt: Collect contextual feedback in real time.
If you have seen great examples of passive help post a comment or email me with the information, love to see what is out there.
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