Online
help
Context sensitive, tables of contents,
Indexes, Keyword search,
FAQs, Newsgroups, Chat rooms
Online communities
Gaps in User Knowledge - Strategies
Bridge the gap between what users know and
what they need to know
what they need to know
Design
Layered
Level-structured
Task-oriented
Training
Fade-able scaffolding
Training wheels
Minimalist
Online
Learning
(evolutionary, phased)
Introductory tutorials Getting started manuals,
Cue cards
Walkthroughs/Demos
Minimalist/Active
Customer
service
Email
Phone
Help desks