Task Support, Reference, Instruction, or Collaboration? Factors in Determining Electronic Learning and Support Options
http://www.ingentaconnect.com/content/stc/tc/2002/00000049/00000004/art00006
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Gery, Gloria J.
Technical Communication Online
2002

Abstract:

With so many forms of performance support available, one of the challenges for technical communicators and performance technologists is choosing the right form to meet the performer's need for assistance in a given situation. This article is intended to summarize and classify these resources and to aid professionals in determining when and how to employ them. First, it describes the theory of situated learning, which underlies the selection of a form for supporting performance. Then it suggests how to apply this concept to the selection of forms. Last, it offers some suggestions for forms to use in a given situation.