Embedded Help – Meeting the Needs of Your Users
http://www.stc.org/confproceed/1999/PDFs/stc-17.PDF

Mueller, Paul
STC Proceedings
1999

Abstract:

Designing and developing an embedded help solution involves several stages. A successful solution starts with identifying user wants and needs. As you sort through these needs, identify common threads and design a solution that addresses these common threads. Consistency, flexibility, and experimentation are keys to developing a successful solution. Your design should be intuitive to use, and should provide users with the options they need. As you design your solution, consider your develop and maintenance requirements. You want the time you invest in the first version of your solution to pay off for future releases.