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Online help was originally thought of as an independent support system. It allows the user to access information easily and immediately, whenever it is needed. As such, it was thought to be the most often used support system on a user’s computer. However, from a number of sources, we have learned that online help is used less frequently than we originally thought. Usability tests, especially on web applications, often show that users do not use the online help; or if they do, they do not find the required information. Field engineers and customer support representatives often report that they need to explain information that is documented in the help because users do not use it. To provide more effective assistance, we must answer the question: 'Why is online help not used?'
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Online Help - Too Much of a Good Thing?
http://www.stcsig.org/usability/newsletter/0101-toomuch.html
Parush, Avi and Debi Kaporovsky Parush
Usability Interface
2001
Abstract: Online help was originally thought of as an independent support system. It allows the user to access information easily and immediately, whenever it is needed. As such, it was thought to be the most often used support system on a user’s computer. However, from a number of sources, we have learned that online help is used less frequently than we originally thought. Usability tests, especially on web applications, often show that users do not use the online help; or if they do, they do not find the required information. Field engineers and customer support representatives often report that they need to explain information that is documented in the help because users do not use it. To provide more effective assistance, we must answer the question: 'Why is online help not used?'
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