Key Terms

The "end-user problem" - The drop in productivity, rise in support costs, and loss of proficiency that occurs when end users are hit with new or upgraded software, new business processes, or new technology. This creates a longer-term need for ongoing tech-support until new technology is fully assimilated.

Communication, Learning and Support (CLS) - The three requirements that need to be met for successful end-user assimilation of any new technology.

Conceptual - A short multimedia presentation communicating the main, often complicated, concepts and/or functions of an application. Understand the concept, use the function.

Just-in-time support - Immediate answers to specific questions of how to perform a specific task or understand a concept.

JIT - Just-in-time, short, multimedia demonstrations that show and tell a user how to perform a function or task.