Abstract
Online support systems can be divided into three classes, online tutorials, online help, and online documentation. Online tutorials have the broadest focus, helping users learn about features and tasks through explanation, example, and hands-on experimentation. Online documentation typically has a narrower focus, providing users with overviews or assistance on specific taskoriented procedures [Horton 1990]. Online help has the narrowest focus, supporting users who must solve particularly pressing problems as quickly as possible and with a minimum of interruption.
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