What Users Want from Electronic Performance Support: Results from Three Waves of Qualitative Data
http://www.stc.org/confproceed/2002/PDFs/STC49-00086.pdf

Krull, Robert, Janet Friauf, Angela Eaton and Johel Brown-Grant
STC Proceedings
2002

Abstract:

Quantitative data from user testing of three successive releases of a visual programming language demonstrated the limited value of several existing performance support systems. Qualitative data collected concurrently pointed to specific usability problems. Organization of help information was not clear to users, thereby hindering search. In addition, users could not act on help pages contained developer rather than user vocabulary and concepts.