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Electronic Performance Support System(s), or EPSS, automates three types of traditional performance support for software users: training, documentation, and help desks. Integrating these support mechanisms into software--using wizards, clear and simple interfaces, and various forms of embedded user assistance--allows novice users to perform competently with minimal help from training, documentation or calls to help desks.
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EPSS: What Does It Mean to You
http://www.stcsig.org/usability/newsletter/9907-epss.html
Marion, Craig
Usability Interface
1999
Abstract: Electronic Performance Support System(s), or EPSS, automates three types of traditional performance support for software users: training, documentation, and help desks. Integrating these support mechanisms into software--using wizards, clear and simple interfaces, and various forms of embedded user assistance--allows novice users to perform competently with minimal help from training, documentation or calls to help desks.
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