Structuring computer-mediated communication systems to avoid information overload
Communications of the ACM
CONTEXT: an on-line documentation system
Software—Practice & Experience
Electronic mail and weak ties in organizations
Office Technology and People - Computer-Supported Cooperative Work
Online help systems: design and implementation
Online help systems: design and implementation
User's guide to the VAX-VMS operating system
User's guide to the VAX-VMS operating system
Designing and writing online documentation: help files to hypertext
Designing and writing online documentation: help files to hypertext
Answer Garden: a tool for growing organizational memory
COCS '90 Proceedings of the ACM SIGOIS and IEEE CS TC-OA conference on Office information systems
Computer mediated communications: bulletin boards, computer conferencing, electronic mail, and information retrieval
Microsoft mouse programmer's reference (2nd ed.)
Microsoft mouse programmer's reference (2nd ed.)
Power, ease of use and cooperative work in a practical multimedia message system
International Journal of Man-Machine Studies - Computer-supported cooperative work and groupware. Part 1
Connections: new ways of working in the networked organization
Connections: new ways of working in the networked organization
Object-lessons from self-explanatory objects
Computers & Education
The network nation: human communication via computer
The network nation: human communication via computer
ACM SIGDOC Asterisk Journal of Computer Documentation
Building an electronic community system
Journal of Management Information Systems
Returns to science: computer networks in oceanography
Communications of the ACM - Special issue on internetworking
Augmenting the organizational memory: a field study of answer garden
CSCW '94 Proceedings of the 1994 ACM conference on Computer supported cooperative work
CSCW '94 Proceedings of the 1994 ACM conference on Computer supported cooperative work
Intelligent help in a one-shot dialog: a protocol study
CHI '87 Proceedings of the SIGCHI/GI Conference on Human Factors in Computing Systems and Graphics Interface
Information sought and information provided: an empirical study of user/expert dialogues
CHI '85 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Social Analyses of Computing: Theoretical Perspectives in Recent Empirical Research
ACM Computing Surveys (CSUR)
Online help systems: a conspectus
Communications of the ACM
The evolution of user behavior in a computerized conferencing system
Communications of the ACM
Online Help: Design and Evaluation
Online Help: Design and Evaluation
Computer-Mediated Communication Systems: Status and Evaluation
Computer-Mediated Communication Systems: Status and Evaluation
The design and evaluation of online help systems
The design and evaluation of online help systems
Outsiders on the inside: sharing information through a computer archive
Outsiders on the inside: sharing information through a computer archive
CHIC - a pluggable solution for community help in context
Proceedings of the 4th Nordic conference on Human-computer interaction: changing roles
interactions - Help! User assistance and HCI
Building effective help systems: modelling human help seeking behaviour
OZCHI '06 Proceedings of the 18th Australia conference on Computer-Human Interaction: Design: Activities, Artefacts and Environments
Expressing help at appropriate levels
Proceedings of the 26th annual ACM international conference on Design of communication
The midwife's assistant: designing integrated learning tools to scaffold ultrasound practice
Proceedings of the Fifth International Conference on Information and Communication Technologies and Development
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Despite the pervasiveness and proliferation of computerized systems, people still get stuck when they are trying to use them. Because organizations are heavily invested in their systems, they seek efficient and effective means to allocate necessary resources to make systems usable. Online help systems attempt to provide such targeted assistance in a variety of modes. This paper will review several online help systems, highlighting the organizational issues inherent in online help by focusing on the organizational arrangements that contextualize the design and use of these systems.