Gaps in User Knowledge - Strategies

Online help

Context sensitive, tables of contents,

Indexes, Keyword search,

FAQs, Newsgroups, Chat rooms

Online communities

Bridge the gap between what users know and 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

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Web Accessibility