Online help has the potential to be a useful tool.
It offers the descriptive power of a manual, coupled with the extensive browsability and search capabilities available in computer systems. It is obvious that there is a need for research in this area, to discover what users find important for successful help systems. An empirical evaluation can discover the relative merits of differing online help systems. This knowledge will allow me to identify important online help principles and features. From this, recommendations can be made regarding the design of improved online help.