Sharon M. J. Richardson
ABSTRACT
In a university environment, computer users tend to be a dynamic group with broad consulting requirements and varying schedules. They generally have two alternatives when seeking assistance: visit the consultant or locate the appropriate documentation. Though not to the same degree, both methods suffer from the same fundamental deficiency: assistance cannot be guaranteed to the user at the most appropriate time. Sometimes the consulting office is closed and/or the required documentation cannot be found.
This paper describes a program which was designed to provide interactive, on-line assistance 24 hours a day, to augment consultant services and user manuals.
Index Terms
- Owl: An on-line consulting service
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