An Introduction to Screencasting
http://www.techsoup.org/learningcenter/training/page6885.cfm

Kanter, Beth
Tech Soup
2007

Abstract:

If you provide end-user technical support, people likely ask you about the same software tasks over and over again. What's more, you've probably discovered that not everyone responds well to text or verbal instructions. What if you could send those people a brief video showing the procedure, accompanied by your voice walking through the important concepts?