Nine Trends in Online User Assistance
http://www.cherryleaf.com/nine_trends_in_online_user_assistance.htm

Pratt, Ellis
Cherryleaf
2003

Abstract:

Whilst applications are becoming more complex, many people believe that online user assistance hasn't changed much since WinHelp was introduced with Windows 3. This is a misconception. There have been many developments in this field aimed at increasing end-user productivity and satisfaction.