Abstract :
The author explores why computer users often do not use the HELP function offered by many programs. Three explanations are frequently offered for not using HELP: Asking for help: may break the user´s flow of thought; disorients the user as far as navigation from screen to screen is concerned: and often does not provide the answer the user needs. Experience suggests that people have a low tolerance for unhelpful help, and that their initial expectations are quickly revised downward. What people think they want, what people expect, and implications of why users want context-dependent help are discussed. A conversational model for help is suggested. The application of a social, conversational model to human-computer interaction accounts for several phenomena that have been observed: people react badly to poor response time, people also react badly to very quick response time, and people react emotionally to programs.
