introduction
1. human
2. computer
3. interaction
4. paradigms
5. design basics
6. software process
7. design rules
8. implementation
9. evaluation
10. universal design
11. user support
12. cognitive models
13. socio-organizational
14. comm and collab
15. task models
16. dialogue
17. system models
18. rich interaction
19. groupware
20. ubicomp, VR, vis
21. hypertext and WWW
references

CHAPTER 11
user support

outline

links

resources

exercises

• Users have different requirements for support at different times.
• User support should be:
  • available but unobtrusive
  • accurate and robust
  • consistent and flexible.
• User support comes in a number of styles:
  • command-based methods
  • context-sensitive help
  • tutorial help
  • online documentation
  • wizards and assistants
  • adaptive help.
• Design of user support must take account of:
  • presentation issues
  • implementation issues.