Designing Embedded Help to Encourage Inadvertent Learning
http://www.ingentaconnect.com/content/stc/tc/2003/00000050/00000001/art00006
  access restricted (by the publisher) to members/subscribers/customers only
  peer-reviewed

Mobley, Karen L., Clinton Knight and Timothy Meserth
Technical Communication Online
2003

Abstract:

What do we do when a legacy help system has trained the users not to use it? How do we design a solution that not only lures users back to the user assistance, but also encourages users to learn more about the product? This article follows the decision-making process of a design team that had to solve these problems. Additionally, the design team had to craft solutions for an application that imposed extreme limitations on those solutions, both in help system implementation and information design.