Choices and Challenges: Considerations for Designing Electronic Performance Support Systems
http://www.ingentaconnect.com/content/stc/tc/2002/00000049/00000004/art00005
  access restricted (by the publisher) to members/subscribers/customers only
  peer-reviewed

Carliner, Saul
Technical Communication Online
2002

Abstract:

Introduces the breadth of decision-making required in EPSS design. Explores choices and challenges facing designers in the design process, performance cycle, technology constraints, use of storytelling techniques, evaluation, and success factors.