Online Documentation in Reference-Based Instruction: A Practical Model for Integrating Help Systems Into Product Training
http://www.ingentaconnect.com/content/stc/tc/1997/00000044/00000001/art00007
  access restricted (by the publisher) to members/subscribers/customers only
  peer-reviewed

Hughes, Michael A.
Technical Communication Online
1997

Abstract:

Companies can improve customer satisfaction while reducing training time and product support costs by integrating online documentation with product training. Online documentation can be designed to be not only the reference at the point of use but also the primary instructional medium used during training. This use of the online documentation during training increases user acceptance of it and helps develop the required skills for its use. This expanded role for online documentation provides new opportunities for technical communicators to add value to their roles within their companies. This article defines reference-based instruction and outlines its benefits. It describes how reference-based instruction can be incorporated into an instructional system design (ISD) and provides specific examples of learning objectives and student exercises. It lists guidelines for how to structure usability tests for Help systems, and finally, it advises how technical communicators can use reference-based instruction to ex