I think the "help and documentation" heuristic is an important consideration because users need to be able to experience a website with ease and minimal frustration. Often times, it may be necessary to provide the user with assistance in leading them to the answer without them having to even ask. For example, the online music radio program, Pandora allows users to create their own music station based on a particular genre, artist, or even particular song. The user can simply click "create new station", type in whatever they would like to listen to, and then pleasantly listen to a playlist for hours end. The search engine will begin to recognize what users are typing, usually by the second or third letter, and provide them with a list of options so they don't even have to physically type. Once they are listening, they can choose to "like" or "dislike" a song, further allowing the program to choose songs to the listener's preference...ultimately creating a very pleasant experience!
If you do not already have a Pandora account, I highly recommend you sign up! It's totally free - so why not?
http://www.pandora.com/
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