Communications of the ACM
Reducing the gap between what users know and what they need to know
CUU '00 Proceedings on the 2000 conference on Universal Usability
User modelling for live help systems: initial results
Proceedings of the 3rd ACM conference on Electronic Commerce
Proceedings of the 20th annual international conference on Computer documentation
Promoting universal usability with multi-layer interface design
CUU '03 Proceedings of the 2003 conference on Universal usability
Scaffolding visually cluttered web pages to facilitate accessibility
Proceedings of the working conference on Advanced visual interfaces
Why don't people read the manual?
SIGDOC '06 Proceedings of the 24th annual ACM international conference on Design of communication
Assisting e-government users with animated talking faces
interactions - Help! User assistance and HCI
Embedded user assistance: the future for software help?
interactions - Help! User assistance and HCI
Best practice for efficient development of inclusive ICT
UAHCI'13 Proceedings of the 7th international conference on Universal Access in Human-Computer Interaction: design methods, tools, and interaction techniques for eInclusion - Volume Part I
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Many services in our society are digitalized. Being able to access and use information and communication products and services (ICTs) has become a prerequisite for independent living and to fully be able to take part in society. Therefore, ICTs should be designed in such a way that they are usable and accessible to all citizens. Experiences and results from four case studies involving diverse user groups are discussed in this paper. The focuses of the studies were usability and accessibility of ICTs intended to be used by "anyone." When looking across user interaction observations of these mainstream ICTs, the challenge of gaps in user knowledge were striking. The challenge of defining a basic level of usable and accessible ICT features is also discussed.