Usability of Software On-line Documentation: A User Study

Publication Date

January 2003

Document Type

Contribution to a Book

Publication Title

Human-Computer Interaction: Theory and Practice.


This paper discusses the usability of online documentation and summarizes the results of two usability surveys conducted to study the usability of online documentation for enterprise applications. Two groups of subjects were surveyed using paper questionnaires. The results show that users generally use documentation when they hit a roadblock. Even though the preference is for online documentation (49%), but the subjects like to use paper documentation 32% of the time. This paper analyzes user preferences and their current difficulties in using online documentation.

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