Think Simple: A Fresh Approach to User Assistance
http://www.dmncommunications.com/presentations/Think_Simple_notes.pdf

Davis, Aaron and Scott Nesbitt
DMN Communications
2009

Abstract:

Online help. User assistance. That thing that pops up when you press F1. No matter what you call it, user assistance is an important element in the experience of a user. It can mean the difference between a frustrated user and a productive one. But is today's user assistance all it can be? Are we giving users purposeful information at the right time, in the most effective format, and ultimately in the way that they need it? Unfortunately, no.