Increasingly, people turn first to the Web to seek information, perform routine transactions, shop, or find entertainment. Yet even when puzzled or overwhelmed by complex information, tasks, and tools, people continue to be exceedingly reluctant to use help resources, except as a last resort. Reasons for this include not knowing what help resources (if any) are available, expecting that help will be of poor quality or irrelevant to their needs, not wanting to interrupt their work, and viewing the use of help as an admission of failure. It is time to reconsider the role and nature of help.
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