Searching Help: Don’t Even Go There
http://www.uxmatters.com/mt/archives/2009/04/searching-help-dont-even-go-there.php

Nudelman, Greg and Tricia Clement
UXmatters
2009

Abstract:

Web site user assistance that consistently exceeds customer’s expectations can catapult your company to legendary status and create brand equity you can measure in billions of dollars. However, making Help a strategic asset for your company is an arduous task. To shed light on this important topic, I have teamed up with Tricia Clement, a renowned cognitive psychologist and Web site user assistance expert. In this month’s Search Matters column, we’ll deliver actionable insights about Web site user assistance.