• End-User Training: An Empirical Study Comparing On-Line Practice Methods
• A Comparison of Still, Animated, or Non-Illustrated On-Line Help with Written or Spoken Instructions in a Graphical User Interface
• The Zephyr Help Instance: Promoting Ongoing Activity in a CSCW System
• The Role of Display Tools in Implementing Effective Online Help Systems
• Apple Guide: A Case Study in User-Aided Design of Online Help
• Comparison of Display Methods in Online Help
• End-user training: an empirical study comparing on-line practice methods
• A Comparison of Still, Animated, or Nonillustrated On-Line Help with Written or Spoken Instructions in a Graphical User Interface
• "The Effectiveness of Online Help Systems: Text Only, Animated Images Only, and Integrated Interactive" student research paper
• Conceptually Adapted Hypertext For Learning
• Designing Effective Multimedia Presentations
• Design Space Analysis as "Training Wheels" in a Framework for Learning User Interface Design
• Interactive Video with Multimedia Toolbook
• Help options in Visual Basic

• 20 Tips for Better Documentation
• Guidelines for Writing Accessible On line Help

Help Development Software

• Microsoft HTML Help
• Work Write: User Assistance from WinHelp to the Web
• Developing Help for Mac OS X
• RoboHelp Commercial Help Development System
• EC-software's commercial system

Autonomous Help

• Agentland.com

Example Help Systems

• Earthlink's live chat tech support
• Creative web designs tech support chat room
• Apple's Developer Connection
• Yahoo's help for Geocities with support for natural language questions