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Designing Embedded Help to Encourage Inadvertent Learning

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Abstract:

This case history follows the decision-making process of a design team replacing a legacy help system that had trained users not to use it. The team’s goal was to design and implement a solution that would lure users back to the user assistance. Additionally, the team had to craft the solution for an application that imposed extreme limitations, both in help system implementation and information design. The article also details the unexpected solution that encouraged the users to learn inadvertently.

Document Type: Research Article

Publication date: February 1, 2003

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  • Technical Communication, the Society's journal, publishes articles about the practical application of technical communication theory and serves as a common arena for discussion by practitioners. Technical Communication includes both quantitative and qualitative research while showcasing the work of some of the field's most noteworthy writers. Among its most popular features are the helpful book reviews. Technical Communication is published quarterly and is free with membership.
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