How useful is on-line help?: An observational study

The paper reports results from an empirical study on online help usage conducted with a group of computer users who are professionals in their own areas, with variable experience in the applications examined. The study reveals that even experienced users find some aspects of existing online help systems difficult to use, and current versions are not well received. We identify three problems with online help-ontology, compartmentalisation, and the lack of an integrated base, and suggest possible solutions.