INTRODUCTION ............................... 1
Research Questions ..................... 5
Research Hypotheses ................... 6
Hypothesized Path Mediation Model . . . . 8
Definitions . 10
Basic Assumptions........... ......... 14
Delimitations ......................... 14
Limitations
individual Differences .................. 40
User Characteristics............... 42
A g e ........................... 42
Personality................... 43
S e x ........................... 44
Experience/Expertise .............. 45
Performance Assistance .................. 47
T r a i n i n g ........................... 47
Self-directed Learning ........ 49
Formal Training .............. 50
Online and Printed H e l p ............. 52
Experience Level .............. 55
User Performance......................... 56
Research Questions ................ 57
User Behavior and System Use . . . . 59
User Errors......................... 60
Error Recovery................. 61
User Satisfaction.......................