Evolution to Performance Support: From Help to EPSS to PCD
http://www.stc.org/confproceed/2000/PDFs/00041.PDF

Battle, Lisa H. and Metta Johnson
STC Proceedings
2000

Abstract:

TimeCorp, a leading publisher of commercial labor management software, has been working to incorporate increased levels of user support within its software interface. In this case study we will present samples of the TimeCorp product support as it evolved over time, from the initial online help to the electronic performance support (EPSS) prototype to the performance-centered design (PCD) solution. The types of information provided in the support also evolved to match the mode of presentation. The documentation team led this evolution within the organization and their roles have changed as a result.