Our little help machines and their invisibilities

ABSTRACT

This paper examines the four kinds of invisibility Johnson-Eilola associates with minimalist help systems: fast information access that reduces user reflection and questioning, impersonal writing style that assumes the Shannon-Weaver communication model, narrow scope that leads to training but not teaching, and interface designs that oversimplify user tasks. For each of the four, the paper questions Johnson-Eilola's conclusions. Ultimately, the problems with truncated online help systems may disappear, as help systems are increasingly linking to the web, where adequate conceptual information is often supplied and opportunities for a social context for help are available.

INDEX TERMS

Primary Classification:
  H. Information Systems
  H.5 INFORMATION INTERFACES AND PRESENTATION (I.7)
      H.5.2 User Interfaces (D.2.2, H.1.2, I.3.6)
          Subjects: Training, help, and documentation

Keywords:
documentation, online help, user interface