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Our plight as users of process information is much like that of the users of the information for our software products. Like them, we want to do useful work and get
appropriate assistance when we need it. Instead of just
reading about a task such as writing an information
plan, we want the templates and samples to use when
writing the plan. Just-in-time assistance, experience
captured in a useful form, would suit us just fine.
This paper, by the designers and developers of a
system that supports the work and processes of a user
technology organization, presents the information design
issues that we encountered and the design of the system
that we created.
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From Information to User Assistance: A Support System for a User Technology Organization
http://www.stc.org/confproceed/1999/PDFs/003.pdf
Hargis, Gretchen, Deirdre Longo and Lindsay Bennion
STC Proceedings
1999
Abstract: Our plight as users of process information is much like that of the users of the information for our software products. Like them, we want to do useful work and get
appropriate assistance when we need it. Instead of just
reading about a task such as writing an information
plan, we want the templates and samples to use when
writing the plan. Just-in-time assistance, experience
captured in a useful form, would suit us just fine.
This paper, by the designers and developers of a
system that supports the work and processes of a user
technology organization, presents the information design
issues that we encountered and the design of the system
that we created.
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