Actual Readers Versus Implied Readers: Role Conflicts in Office 97
http://www.ingentaconnect.com/content/stc/tc/2000/00000047/00000002/art00013
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  peer-reviewed

Shroyer, Roberta
Technical Communication Online
2000

Abstract:

This article uses reader role theory to explain the dramatic failure of Paper-clip, the interface to Office 97's online help system. Called an Office Assistant, it is designed to shield users from the complexities of the software. Problems with Paper-clip surfaced as soon as Office 97 was launched. This article explains the Paper-clip controversy in terms of reader role conflicts by showing why actual readers rejected Paper-clip's role as implied writer and why they rebelled against the reader role Paper-clip implied for them.