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Garett Dworman <[log in to unmask]>
Wed, 4 Feb 2004 13:07:31 -0800
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SUBMISSION DEADLINE EXTENDED to February 13th for CHI 2004 Workshop

Helping Users To Use Help: Improving Interaction With Help Systems
Monday, April 26, 2004
Vienna, Austria

ORGANIZERS:  Garett Dworman and Stephanie Rosenbaum, Tec-Ed, Inc.

The help system for your product is rather sparse--but no one 
complains. Or your product has a comprehensive, up-to-date help 
system--but users still call customer service to ask questions that are 
answered in Help. Why?

People may not see help, be unwilling or afraid to leave their current 
task, or avoid help in favor of other user support aids. Getting users 
to access help systems is thus an issue of interaction and interface 
design, not just one of content and information architecture.

This one-day workshop will explore the integration of help systems into 
users' environments and users' initial interactions with help systems, 
from the perspective of interaction and interface design.  The
participants will:

  * Perform reviews of help system access mechanisms
  * Develop guidelines for designers
  * Identify research to validate or revise guidelines

We encourage a diverse group of participants interested in the 
challenge of helping users to use help, especially:

  * Practitioners who have worked with the interaction design of help 
  * Technical communicators who create help system content
  * Usability professionals who have evaluated help systems
  * Researchers who have investigated users' interactions with help 

Please submit a position paper (2 - 4 pages) with two types of 

  * Biographical information about your experience in interaction, UCD, 
IA, and/or content, especially with help systems.
  * At least one example, with discussion, of access mechanisms for 
help systems.  Good and bad examples are acceptable; discuss their 
strengths and weaknesses.  Examples must be printable so we can create 
hard-copy handouts.

Position papers are due 13 February 2004. For more information about 
the workshop and the organizers' backgrounds, or to submit a position 
paper, e-mail [log in to unmask]


Garett Dworman, Ph.D.
Senior Consultant, Tec-Ed, Inc,

[log in to unmask]
San Francisco direct line: 415/387-3858
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