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1
Supporting microcomputer communications: A progress report
October 1983
SIGUCCS '83: Proceedings of the 11th annual ACM SIGUCCS conference on User services
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2
Simulation-based learning systems: prototypes and experiences
June 1992
CHI '92: Proceedings of the SIGCHI conference on Human factors in computing systems
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Bibliometrics:  Downloads (6 Weeks): 4,   Downloads (12 Months): 16,   Downloads (Overall): 131,    Citation Count: 0

Keywords: authoring, learning
3
The award for excellence in teaching, learning and technology
October 2000
SIGUCCS '00: Proceedings of the 28th annual ACM SIGUCCS conference on User services: Building the future
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Bibliometrics:  Downloads (6 Weeks): 4,   Downloads (12 Months): 16,   Downloads (Overall): 115,    Citation Count: 0

Keywords: award, faculty, recognition, support development, technology
4
Demandes d'aide procédurale: spécification des besoins d'utilisateurs novices
November 2002
IHM '02: Proceedings of the 14th French-speaking conference on Human-computer interaction (Conférence Francophone sur l'Interaction Homme-Machine)
Publisher: ACM
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This paper presents a study of online help dialogues This paper presents a study of online help dialogues between novice users and human experts. This study is focused on the modelisation of the novice users actual information needs, taking into account ...


Keywords: dialogue analysis, online help, requests taxonomy, user needs modelling
5
Inspection-based evaluations
January 2002
The human-computer interaction handbook
Publisher: L. Erlbaum Associates Inc.
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6
Hands-on microcomputer training
September 1985
SIGUCCS '85: Proceedings of the 13th annual ACM SIGUCCS conference on User services: pulling it all together
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Hands-on microcomputer training presents computer educators with a new set of opportunities and challenges. The opportunity for participants to interact with the machine and software in the presence of instructors markedly decreases the struggle many ...

7
The retreat from usability: user documentation in the post-usability era
March 1995
SIGDOC Asterisk Journal of Computer Documentation , Volume 19 Issue 1
Publisher: ACM
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During the 1980s, developers and documentors collaborated on a joint mission: to make applications (and their manuals) as usable as possible: easy-to-learn, easy-to-operate, and therefore more useful. In recent years, however, developers have substantially ...

8
Creating an HTML help system for web-based products
September 1998
SIGDOC '98: Proceedings of the 16th annual international conference on Computer documentation
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Keywords: hypertext information system, information architecture, navigation, task-oriented help
9
Documentation design decisions: accounting for customer preferences
February 1996
SIGDOC '95: Proceedings of the 13th annual international conference on Systems documentation: emerging from chaos: solutions for the growing complexity of our jobs
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10
Proceedings of the 10th annual international conference on Systems documentation
November 1992
SIGDOC '92: Proceedings of the 10th annual international conference on Systems documentation
Publisher: ACM
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11
ECONOF: a model and tool to strategically manage continuous training
March 2001
SIGCUE Outlook , Volume 27 Issue 2
Publisher: ACM
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Results obtained from our past research programs were used to provide managers with models and tools that concern the process of organizational knowledge management. The models and tools are based on actual data. They aim at allowing the alignment of ...

12
Question asking as a tool for novice computer skill acquisition
March 1991
CHI '91: Proceedings of the SIGCHI conference on Human factors in computing systems: Reaching through technology
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Bibliometrics:  Downloads (6 Weeks): 3,   Downloads (12 Months): 18,   Downloads (Overall): 219,    Citation Count: 0
13
Seven (plus or minus two) things to remember about producing multimedia documentation
November 1992
SIGDOC '92: Proceedings of the 10th annual international conference on Systems documentation
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Bibliometrics:  Downloads (6 Weeks): 3,   Downloads (12 Months): 11,   Downloads (Overall): 99,    Citation Count: 0
14
Move to the front of the line: vips not kept waiting at intelligent help desk ACD
October 1998
Computer Telephony , Volume 6 Issue 10
Publisher: Computer Telephony Magazine
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15
It's all about knowledge
December 2000
DB2 magazine , Volume 5 Issue 4
Publisher: CMP Media, Inc.
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16
The ABC's of customer support academic and business aspects of customer support: a perspective on marketing our services
September 1985
SIGUCCS '85: Proceedings of the 13th annual ACM SIGUCCS conference on User services: pulling it all together
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Bibliometrics:  Downloads (6 Weeks): 5,   Downloads (12 Months): 36,   Downloads (Overall): 112,    Citation Count: 0

“Are we doing what we ought to be doing for our users?” “Are we in fact providing services for the campus and other service communities that we think we should be providing?” “Are we serving the people we should be serving?” ...

17
Apache: the definitive guide
March 1997
Apache: the definitive guide
Publisher: O'Reilly & Associates, Inc.
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18
Generalized Fitts' law model builder
May 1995
CHI '95: Conference companion on Human factors in computing systems
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Bibliometrics:  Downloads (6 Weeks): 4,   Downloads (12 Months): 23,   Downloads (Overall): 656,    Citation Count: 7
19
A good man (and woman) is hard to find: attempts to retain qualified staff at Virginia Commonwealth University
November 1997
SIGUCCS '97: Proceedings of the 25th annual ACM SIGUCCS conference on User services: are you ready?
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Bibliometrics:  Downloads (6 Weeks): 2,   Downloads (12 Months): 5,   Downloads (Overall): 171,    Citation Count: 1
20
WORKBENCH—the financial benefit and savings to the university
October 2000
SIGUCCS '00: Proceedings of the 28th annual ACM SIGUCCS conference on User services: Building the future
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