Designing for Interactivity: Role Models, Guides, and Coaches
http://www.stc.org/ConfProceed/1998/PDFs/00048.pdf

DeLoach, Scott
STC Proceedings
1998

Abstract:

This paper presents three methods of user assistance: role models (simple demonstrations), guides (structured walk-throughs), and coaches (active assistants). After a brief introduction, potential uses, available development tools, and additional information sources are discussed for each method.