Trends and Opportunities in Software User Assistance: Part 1
http://www.winwriters.com/articles/trends/

Welinske, Joe
WritersUA
2005

Abstract:

This article provides an overview of the latest trends in software user assistance based on surveys, interviews, and observations by the author and other experienced user assistance professionals. The article defines the key terminology, highlights the most important issues and elements, and offers both short and long-term predictions for the field. The article will appear in four installments. The next installment will be in February.