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The observation that novice users seldom consult online help was made overtwenty years ago. This observation still holds nowadays, although online helpto the use of software for the general public has greatly improved in usabilityduring this period. The paper first demonstrates the necessity of online helpto the use of new software whatever the transparency of the user interface, aswhether online help systems are meant to compensate for interface designweaknesses or actually do provide necessary assistance to the discovery of anew software package functionalities is still an unsolved issue. The discussionrelies on results of empirical and experimental studies and theoreticalarguments. In the second part, we analyse the specific difficulties raised bythe design of effective online help systems for current software intended forthe general public so as to try and understand the reluctance of novice usersto use online help. In the last part, we present and discuss the possiblecontributions of various approaches to solving this issue. Recent interactionparadigms and techniques are considered, such as, static and dynamicpersonalisation, contextual online help and new forms of multimodality.

Aides en ligne \`a l'utilisation de logiciels grand public : probl\`emes sp\'ecifiques de conception et solutions potentielles