Online help systems: design and implementation
Online help systems: design and implementation
Such easy-to-use systems!: How organizations shape the design and use of online help systems
COCS '95 Proceedings of conference on Organizational computing systems
Proceedings of the 2nd international conference on Intelligent user interfaces
Training wheels in a user interface
Communications of the ACM
A why-what-how tool for development and documentation of operating procedures
IPCC/SIGDOC '00 Proceedings of IEEE professional communication society international professional communication conference and Proceedings of the 18th annual ACM international conference on Computer documentation: technology & teamwork
User Centered System Design; New Perspectives on Human-Computer Interaction
User Centered System Design; New Perspectives on Human-Computer Interaction
User Modeling in Human–Computer Interaction
User Modeling and User-Adapted Interaction
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CUU '03 Proceedings of the 2003 conference on Universal usability
Why don't people read the manual?
SIGDOC '06 Proceedings of the 24th annual ACM international conference on Design of communication
What users say they want in documentation
SIGDOC '06 Proceedings of the 24th annual ACM international conference on Design of communication
Toward a more accurate view of when and how people seek help with computer applications
SIGDOC '07 Proceedings of the 25th annual ACM international conference on Design of communication
Proceedings of the 26th annual ACM international conference on Design of communication
Semantic transparency in user assistance systems
Proceedings of the 27th ACM international conference on Design of communication
The micro-structure of use of help
Proceedings of the 27th ACM international conference on Design of communication
Modeling task experience in user assistance systems
Proceedings of the 27th ACM international conference on Design of communication
The macro-structure of use of help
Proceedings of the 27th ACM international conference on Design of communication
Understanding meta-communication in an inclusive scenario
Proceedings of the 2010 ACM Symposium on Applied Computing
An aspect-oriented tool framework for developing process-sensitive embedded user assistance systems
Transactions on aspect-oriented software development VIII
Usage of and satisfaction with online help vs. search engines for aid in software use
Proceedings of the 29th ACM international conference on Design of communication
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Users of help systems often complain that the documentation is pitched at the wrong level, but the "right" level differs among users. Building on a prior definition of the space of possible expressions of documentation in terms of task, application, and user experience, we explore what it means to express help at different levels. We also survey other dimensions in which help contents may be organized to provide ease of access to the information people need when troubleshooting applications, and conclude by proposing an interface through which users could navigate dynamically, thus finding help expressed at their own "right" level.