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Combining Design Patterns and Elements of Social Computing for the Design of User Centered Online Help Systems

Schworm, S. ; Heckner, Markus ; Wolff, Christian


Abstract

Many current (online) help systems fail because users refuse to use them or, even if they do so, they do not perceive them as helpful. There is an obvious gap between the intentions of the help content authors and the achievement of objectives concerning the perceived usefulness by help users. Problems may be divided into psychological and implementation issues. On the psychological side users ...

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