User behavior upon introduction of a network help system

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Abstract
An online help system, called ICNHELP, was implemented on the large Los Alamos Integrated Computing Network. Users from three different operating systems could quickly access summary information on network capabilities. Usage was monitored for a five-month period, and users were given the opportunity to comment online. There were three times as many accesses as users. Most users accessed ICNHELP to jog their memories about specific command information, but a high number used it as a browsing tool to learn about network capabilities. The study reveals that the user interface is important in user acceptance of an online user assistance tool, but the established patterns of user behavior and mode of advertising also strongly affect the success of the system.

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