Developing WebHelp: What 'How to' Design Doesn't Always Tell Us
http://www.stc.org/confproceed/1998/PDFs/00057.PDF

Eiler, Mary Ann and Kathleen Bright
STC Proceedings
1998

Abstract:

Development of the Intranet application STAR.IDN for requesting and receiving medically related supplies illustrates a broad spectrum of technological and user issues. As such it serves as a case study of design and user-related decisions between an application designer and a Help author. Central to the study is the argument that design must be based on an empirically 'informed' rather than 'assumed' user model. The project also challenges Web literature that does not address user considerations in its promotion of design methods.