Although not skilled computer scientists, the secretaries used a range of sophisticated techniques in their help giving, while the studies revealed the inadequacies of existing software to support this kind of use which I claim to be widespread and important. The focus on learning in a work context raises some very interesting issues in learning and its implications for design. The learning is in competition with the work. I am attempting to develop a calculus or cognitive economy of learning to show why on occasion it is entirely reasonable and even rational for people to fail to improve substantially in their use of software. The analysis of informal help giving needs to incorporate self study and exploration as well.
People also try and figure things out on their own.
Often it is only when they are stuck that they call in a colleague for help. The complexity of this task can lead to a learned helplessness where a user always asks for help first time rather than exploring and experimenting. Thus we need to design systems to support recovery from personal exploration and to maximise help-giving interactions. This can be extremely difficult to answer accurately. Computer Supported Cooperative Work in the Information Search and Retrieval Process.