Where Is the Instruction in Online Help Systems?
http://www.ingentaconnect.com/content/stc/tc/1998/00000045/00000001/art00004
  access restricted (by the publisher) to members/subscribers/customers only
  peer-reviewed

Pratt, Jean A.
Technical Communication Online
1998

Abstract:

One of the ironic things about online help systems is that they are very often not helpful and even increase the user's frustration and stress level. This increased frustration sometimes results in the rejection of the software. One solution is to increase the effectiveness of online help systems by designing them from an instructional design perspective. Some of the things we can provide users include: imperative, task-focused procedures; graphic feedback; access to redundant instructions; links to tutorial practice; philosophical and conceptual explanations for 'why' they are completing specific tasks.