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B~NDER, D. Meeting a new demand. Gannett Westchester Newspapers, April 25, 1982, p. B.1-B3.

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BLACK, J., AND SEBRECHTS, M. Facilitating human-computer communication. J. Appl. Psycholinguist. Res. 2, 2 (198I), 150-177. 1982.

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BOTT, R. A study of complex learning: Theory and methodology. CHIP Rep. 82, Center for Human Information Processing, Univ. of Calif. at San Diego, La Jolla, Calif., I979.

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CARROLL, J.M. Learning, using, and designing command paradigms. Human Learning: J. Pract. Res. App{. 1 (1982), 31-62.

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John M. Carroll , Robert L. Mack, Learning to use a word processor: by doing, by thinking, and by knowing, Human factors in computer systems, Ablex Publishing Corp., Norwood, NJ, 1984

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CARROLL, J.M., AND MACK, R. Actively learning to use a word processor. In Cognitive Aspects of Skilled Typewriting, W. Cooper (Ed.). Springer-Verlag, New York, 1983.

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CARROLL, J.M., AND MACK, R. Learning to use a word processor by guided exploration. Presented at the Psychonomic Society Conf. Minneapolis, Minn. Nov. 11-13, 1982.

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CARROLL, J.M., AND THOMAS, J.C. Metaphor and the cognitive representation of computing systems. IEEE Trans. Syst. Man Cybern. SMC.I2 {1982), 107-116.

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CLARK, I.A. How to help 'HELP' help. Tech. Rep. HF022, IBM United Kingdom Laboratories, Hursley Park, Winchester, Hampshire, England, 1982.

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GALITZ, W. Human Factors m Office Automation. IMe Office Management Association, Atlanta, Ga., 1980.

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LEwis, C. Using the "Thinking aloud" method in cognitive interface design. Res. Rep. RC 9265, IBM Thomas J. Watson Research Center, Yorktown Heights, N.Y., Feb. 1982.

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L}~wm, C., AND MACK, R. The role of abduction in learning to use text-processing systems. Presented at the annual meeting of the American Educational Research Association, New York, Mar. 19-24, 1982.

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LINSCOTT, J. Here's the word on word processing. New York Daily News, March 9, 1982.

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Richard E. Mayer, The Psychology of How Novices Learn Computer Programming, ACM Computing Surveys (CSUR), v.13 n.1, p.121-141, March 1981  [doi>10.1145/356835.356841]

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M{LL~a, L., AND THOMAS, J. Behavioral issues in the use of interactive systems. Int. J. Man- Mach. Stud. 9, 5 (1977), 509-536.

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Allen Newell, Human Problem Solving, Prentice-Hall, Inc., Upper Saddle River, NJ, 1972

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NISBETT, R., AND WILSON, T. Telling more than we can know: Verbal reports on mental processes. Psychol. Rev. 84, 3 (1977), 231-259.

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RUMELHART, D., AND NORMAN, D. Analogical processes in learning. In Cognitive Skills and Their Acquisition, J. Anderson (Ed.). Lawrence Erlbaum, Hillsdale, N.J., 1981.

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SRYROLD, J. Training and support: Shifting the responsibility. Seybold Rep. on Word Processing. 4, 1 {Jan. 1981).

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Ben Shneiderman, Software psychology: Human factors in computer and information systems (Winthrop computer systems series), Winthrop Publishers, 1980

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SMITH, D., IRBY, C., KnViBAL, R., V~.RPLANK, B., AND HARSLEM, E. Designing the Star user interface. Byte (Apt. 1982), 242-282.

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YouNG, R. The machine inside the machine: Users' models of pocket calculators. Int. J. Man- Mach. Stud. 15 (1981 ), 51-85.

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ZLOOF, M. Query-by-Example: A data base language. IBM Syst. J. 16, 4 (1977), 324-343.

S. R. Hiltz, Learning modes and subsequent use of computer-mediated communication systems, ACM SIGCHI Bulletin, v.17 n.4, p.149-155, April 1986

J. F. Kelley, An iterative design methodology for user-friendly natural language office information applications, ACM Transactions on Information Systems (TOIS), v.2 n.1, p.26-41, Jan. 1984

Amy Aaronson , John M. Carroll, Intelligent help in a one-shot dialog: a protocol study, ACM SIGCHI Bulletin, v.17 n.SI, p.163-168, May 1987

W. C. Hill, How some advice fails, ACM SIGCHI Bulletin, v.20 n.SI, p.85-90

John M. Carroll , Mary Beth Rosson, Getting around the task-artifact cycle: how to make claims and design by scenario, ACM Transactions on Information Systems (TOIS), v.10 n.2, p.181-212, April 1992

John M. Carroll, Reconstructing minimalism, Proceedings of the 15th annual international conference on Computer documentation, p.27-34, October 19-22, 1997, Salt Lake City, Utah, United States

Mitchell J. Nathan, Empowering the student: prospects for an unintelligent tutoring system, Proceedings of the SIGCHI conference on Human factors in computing systems: Empowering people, p.407-414, April 01-05, 1990, Seattle, Washington, United States

Christine L. Borgman, The user's mental model of an information retrieval system, Proceedings of the 8th annual international ACM SIGIR conference on Research and development in information retrieval, p.268-273, June 05-07, 1985, Montreal, Quebec, Canada

John D. Gould , Josiane Salaun, Behavioral experiments on handmarkings, ACM Transactions on Information Systems (TOIS), v.5 n.4, p.358-377, Oct. 1987

John M. Carroll , Dana S. Kay, Prompting, feedback and error correction in the design of a scenario machine, ACM SIGCHI Bulletin, v.16 n.4, p.149-153, April 1985

Nicole Ummelen, Declarative information in software manuals: what's the use?, Proceedings of the 15th annual international conference on Computer documentation, p.283-296, October 19-22, 1997, Salt Lake City, Utah, United States

Andrew Clement, Cooperative support for computer work: a social perspective on the empowering of end users, Proceedings of the 1990 ACM conference on Computer-supported cooperative work, p.223-236, October 07-10, 1990, Los Angeles, California, United States

Keith A. Butler, Usability engineering turns 10, interactions, v.3 n.1, p.58-75, Jan. 1996

Susan Palmiter , Jay Elkerton, An evaluation of animated demonstrations of learning computer-based tasks, Proceedings of the SIGCHI conference on Human factors in computing systems: Reaching through technology, p.257-263, April 27-May 02, 1991, New Orleans, Louisiana, United States

Mary Beth Rosson , John M. Carrol , Rachel K. E. Bellamy, Smalltalk scaffolding: a case study of minimalist instruction, Proceedings of the SIGCHI conference on Human factors in computing systems: Empowering people, p.423-430, April 01-05, 1990, Seattle, Washington, United States

Hans Bergman , Jennifer Keene-Moore, The birth of a HELP system, Proceedings of the 1985 ACM annual conference on The range of computing : mid-80's perspective: mid-80's perspective, p.289-295, October 1985, Denver, Colorado, United States

Robert Mack, Identifying and designing toward new user expectations in a prototype text-editor (panel session), ACM SIGCHI Bulletin, v.16 n.4, p.139-141, April 1985

Robert P. Bostrom , Lorne Olfman , Maung Sein, Training for end-user computing: are basic abilities enough for learning?, Proceedings of the twenty-second annual computer personnel research conference on Computer personnel research conference, p.1-11, October 1986, Calgary, Canada

John Carroll , Amy Aaronson, Learning by doing with simulated intelligent help, Communications of the ACM, v.31 n.9, p.1064-1079, Sept. 1988

Judy Kay , Richard C. Thomas, Studying long-term system use, Communications of the ACM, v.38 n.7, p.61-69, July 1995

Lorne Olfman , Robert P. Bostrom, The influence of training on use of end-user software, ACM SIGOIS Bulletin, v.9 n.2-3, p.110-117, April & July 1988

Robert Mack , Thomas Moran , Judith Reitman Olson , Dennis Wixon , John Whiteside, Computer human factors in computer interface design (panel session), ACM SIGCHI Bulletin, v.16 n.4, p.137-138, April 1985

John D. Gould , Josiane Salaun, Behavioral experiments on handmarkings, ACM SIGCHI Bulletin, v.17 n.SI, p.175-181, May 1987

Stephen Casner , Clayton Lewis, Learning about hidden events in system interactions, ACM SIGCHI Bulletin, v.18 n.4, p.197-203, April 1987

Susan M. Harrison, A comparison of still, animated, or nonillustrated on-line help with written or spoken instructions in a graphical user interface, Proceedings of the SIGCHI conference on Human factors in computing systems, p.82-89, May 07-11, 1995, Denver, Colorado, United States

John M. Carroll , Caroline Carrithers, Training wheels in a user interface, Communications of the ACM, v.27 n.8, p.800-806, Aug 1984

John D. Gould , Clayton Lewis, Designing for usability—key principles and what designers think, Proceedings of the SIGCHI conference on Human Factors in Computing Systems, p.50-53, December 12-15, 1983, Boston, Massachusetts, United States

John M. Carroll , Jean McKendree, Interface design issues for advice-giving expert systems, Communications of the ACM, v.30 n.1, p.14-32, Jan. 1987

Mary Beth Rosson , John M. Carroll, Scenario-based design, The human-computer interaction handbook: fundamentals, evolving technologies and emerging applications, Lawrence Erlbaum Associates, Inc., Mahwah, NJ, 2002

John D. Gould , Clayton Lewis, Designing for usability: key principles and what designers think, Communications of the ACM, v.28 n.3, p.300-311, March 1985

John D. Gould , Stephen J. Boies, Human factors challenges in creating a principal support office system—the speech filing system approach, ACM Transactions on Information Systems (TOIS), v.1 n.4, p.273-298, Oct. 1983

Muneo Kitajima , Peter G. Polson, A comprehension-based model of exploration, Proceedings of the SIGCHI conference on Human factors in computing systems: common ground, p.324-331, April 13-18, 1996, Vancouver, British Columbia, Canada

P. Barnard , M. Wilson , A. MacLean, The elicitation of system knowledge by picture probes, ACM SIGCHI Bulletin, v.17 n.4, p.235-240, April 1986

Donald R. Gentner , Jonathan Grudin, Design Models for Computer-Human Interfaces, Computer, v.29 n.6, p.28-35, June 1996

Peter G. Polson , Clayton H. Lewis, Theory-based design for easily learned interfaces, Human-Computer Interaction, v.5 n.2, p.191-220, June 1990

Jerrod Larson, Out of the video arcade, into the office: where computer games can lead productivity software, interactions, v.14 n.1, January + February 2007

Robert Mack , Linn Marks , Dave Collins , Keith Instone, The CHI '95 conference electronic publication: introduction to an experiment, ACM SIGCHI Bulletin, v.28 n.2, p.62-75, April 1996

William C. Hill, A wizard of Oz study of advice giving and following, Human-Computer Interaction, v.8 n.1, p.57-81, March 1993

Peter A. Bibby , Stephen J. Payne, Internalization and the use specificity of sevice knowledge, Human-Computer Interaction, v.8 n.1, p.25-56, March 1993

Richard Catrambone, Specific versus general procedures in instructions, Human-Computer Interaction, v.5 n.1, p.49-93, March 1990

John M. Carroll , Penny L. Smith-Kerker , James R. Ford , Sandra A. Mazur-Rimetz, The minimal manual, Human-Computer Interaction, v.3 n.2, p.123-153, June 1987

Charles P. Bloom, Procedures for obtaining and testing user-selected terminologies, Human-Computer Interaction, v.3 n.2, p.155-177, June 1987

Mark K. Singley , John R. Anderson, A keystroke analysis of learning and transfer in text editing, Human-Computer Interaction, v.3 n.3, p.223-274, September 1987

Christina Haas, Does the medium make a difference? two studies of writing with pen and paper and with computers, Human-Computer Interaction, v.4 n.2, p.149-169, June 1989

John M. Carroll , Robert L. Mack , Clayton H. Lewis , Nancy L. Grischkowsky , Scott R. Robertson, Exploring exploring a word processor, Human-Computer Interaction, v.1 n.3, p.283-307, September 1985

Muneo Kitajima , Peter G. Polson, A comprehension-based model of exploration, Human-Computer Interaction, v.12 n.4, p.345-389, December 1997

Suresh K. Bhavnani , Bonnie E. John, The strategic use of complex computer systems, Human-Computer Interaction, v.15 n.2, p.107-137, September 2000

Tovi Grossman , George Fitzmaurice , Ramtin Attar, A survey of software learnability: metrics, methodologies and guidelines, Proceedings of the 27th international conference on Human factors in computing systems, April 04-09, 2009, Boston, MA, USA

Robert L. Mack: colleagues

Clayton H. Lewis: colleagues

John M. Carroll: colleagues