Towards a Consultative On-Line Help System

Most computer systems provide a help facility which offers users on-line assistance in response to a query. The explanations provided by most systems often concentrate on the syntax of commands, and the user is expected to cite exactly the name of the command for which help is required. Often, the vocabulary involved is restrictive (because exact citation is essential) and confusing (because different systems adopt different terms). This paper explores ways of improving on-line help systems u • by developing user models to enable the explanations to match that user's particular needs and experience; • by categorising explanations in a way which enables more appropriate information to be presented; and • by incorporating an interface which provides users with the freedom to use natural language with a wide ranging vocabulary of their choice. The paper also describes the implementation of a help system which incorporates the listed facilities. In conclusion it outlines the prospects for developing a flexible vocabulary front-end to any command language.