An online help framework for web applications
SIGDOC '07 Proceedings of the 25th annual ACM international conference on Design of communication
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Most widely-used computer software packages, such as word processors, spreadsheets and web browsers, incorporate comprehensive help systems, partly because the software is meant for those with little technical knowledge. This paper identifies four systematic philosophies or approaches to help system delivery, namely the documentation approach, based on writtendocuments, either paper-based or on-line; the training approach, either offered before the user starts working on the software or on-the-job; intelligent help, that is on-line, context-sensitive help or that relying on software agents; and finally an approach based on minimalism, defined as providing help only when and where it is needed.