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I like simplicity.
In-game having help-files for most everything is great. Accessed through: Help (for a list of general topics) then help (topic) for a narrower list, and so and so and so until you get the most acute file. For example you might have a tiered system like:
help>commands>>look.
-Look is a command, blahblah....
syntax is look.
(You wouldn't actually type all that, but there would be helpfiles for each consequtive tier, so you could try 'help commands' and see information on commands in general, or 'help look' for help on just look.
As for offline, having all the helpfiles readily available offline is a plus. An easy (for a knowledgeable web-master at least) way to do this is either a searchable database, maybe with a cgi-script maybe. Making people that may not have actually entered the game able to find out information on various topics.
Interactive and helpful staff is always another plus on the assistance side, and anything along the lines, like maybe a system of 'Helpers', etc.
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