Kimia Kiani

Beyond "One-Size-Fits-All": Understanding the Diversity in How Software Newcomers Discover and Make Use of Help Resources

For most modern feature-rich software, considerable external help and learning resources are available on the web (e.g., documentation, tutorials, videos, Q&A forums). But, how do users new to an application discover and make use of such resources? We conducted in-lab and diary studies with 26 software newcomers from…