User education best practices

Subject: User education best practices
From: "Leo Paoletti" <LPaoletti -at- webplan -dot- com>
To: "TECHWR-L" <techwr-l -at- lists -dot- raycomm -dot- com>
Date: Mon, 19 Jul 2004 11:02:25 -0400

I'm doing some research into user education best practices for software

Can someone direct me to books, articles, or Web sites that discuss the
relationship between the following user tools:
- help system
- user guides (paper or PDF)
- classroom training
- self-paced training

For example, should certain information regarding the software
application only be available in the training but not the user guide? I
have other questions such as where does one tool stop and the next tool
start? Are there advantages or disadvantages to single-sourcing the help
and the user guide so that they're effectively the same thing.

Any help would be appreciated.


Leo Paoletti
lpaoletti -at- webplan -dot- com
Webplan Inc.
700 Silver Seven Road
Ottawa, ON, Canada K2V 1C3


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