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The Impact of Unsolicited Online Help on the Usability of Software Applications

The Impact of Unsolicited Online Help on the Usability of Software Applications
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Author(s): Suzanne Sackstein (University of the Witwatersrand, South Africa) and Renata Sanfona (University of the Witwatersrand, South Africa)
Copyright: 2003
Pages: 2
Source title: Information Technology & Organizations: Trends, Issues, Challenges & Solutions
Source Editor(s): Mehdi Khosrow-Pour, D.B.A. (Information Resources Management Association, USA)
DOI: 10.4018/978-1-59140-066-0.ch281
ISBN13: 9781616921248
EISBN13: 9781466665330

Abstract

This paper will report on work in progress aimed at exploring whether unsolicited online help, within a software application, provides the end user satisfaction and ease of use. Using the theory of the field of Human Computing Interaction (HCI) and a classification of end users into different skill levels, the impact on each skill level will be investigated. Empirical data is currently being collected and will be used to illustrate that the more skilled an end user is, the less satisfaction there will be with unsolicited online help.

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