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Exploring the Persistent Problem of User Assistance
Users continue to report problems with user assistance systems. We conducted a study within three populations that have a stake in the user assistance process: users, developers (anyone who plays a role in creating the help interface, content, or functionality), and technical support providers. We administered a Web-based ...
Helping Users to Use Online Resources to Resolve Information Technology Problems: An Opportunity for the Semantic Web
Users need help systems to support their use of complex information technology (IT); however, several studies have shown help systems to be inadequate. To identify ways in which to improve help systems, we administered an online questionnaire to 107 IT users from diverse populations. The questionnaire probed users’ current ...