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by Ron Baecker, Kellogg Booth, Sasha Jovicic, Joanna Mcgrenere, Gale Moore
Proceedings of the ACM 2000 International Conference on Intelligent User Interfaces
http://www.dgp.toronto.edu/people/RMB/cuu_2000.pdf
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Abstract:
“Universal usability ” [17] is currently impeded by system complexity and poorly-crafted interfaces which lead to confusion, frustration, and failure. One of the key challenges is “the gap between what users know and what they need to know ” [17, p. 86]. This paper describes and presents early results from three related research projects designed to identify and close this gap and to examine how users might learn what they need to know.
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