The support that is offered to users to help them
answer queries and problems that arise whilst using the resource.
Users may need support relating to the content of
the resource or to problems of using or accessing the actual technologies.
The Internet offers 24 hour access to resources and so static online support
that is accessible at any time from any time zone is invaluable (although
some users may prefer interactive support).
Finding a potentially useful resource but being unable to use it and not
having access to any help files or an email address to ask for help.
Detecting User Support
are clear instructions given on the use of the site?
is online help available?
is online documentation provided?
is interactive help available (eg email contacts,