: Most online help systems on the market prove unsuited to the actual needs of novice users. Although recent research has focused on the design and implementation of contextual, ad...
While earlier work provided a partial view of users’ preferences about manuals, for most users in most work contexts the important question remains open: What do users want in d...
Users of help systems often complain that they do not find them useful; while they still use help at least occasionally, they resort to other problem-solving strategies. In this p...