Usability in Context-Sensitive Help: Re-Imagining the Ordinary to Provide More Business Value
http://www.stc.org/intercom/PDFs/2009/200906_13-15.pdf
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Putkey, Theresa
Intercom
2009

Abstract:

Context-sensitive help is a practical way to cut down on customer support expenses and add more value to documentation. By providing more complex, context-sensitive help, the usability of the help increases while call center phone calls decrease.