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Actual Readers Versus Implied Readers: Role Conflicts in Office 97   (peer-reviewed)   (members only)

This article uses reader role theory to explain the dramatic failure of Paper-clip, the interface to Office 97's online help system. Called an Office Assistant, it is designed to shield users from the complexities of the software. Problems with Paper-clip surfaced as soon as Office 97 was launched. This article explains the Paper-clip controversy in terms of reader role conflicts by showing why actual readers rejected Paper-clip's role as implied writer and why they rebelled against the reader role Paper-clip implied for them.

Shroyer, Roberta. Technical Communication Online (2000). Articles>Word Processing>User Interface>Microsoft Word