Marc Hassenzahl explains the fascinating concept of User Experience and Experience Design. Commentaries by Don Norman, Eric Reiss, Mark Blythe, and Whitney Hess
User Experience and Experience Design !
Eveland, J. D., Blanchard, Anita, Brown, William and Mattocks, Jennifer (1994): The Role of "Help Networks" in Facilitating Use of CSCW Tools. In: Proceedings of the 1994 ACM conference on Computer supported cooperative work October 22 - 26, 1994, Chapel Hill, North Carolina, United States. pp. 265-274. http://www.acm.org/pubs/articles/proceedings/cscw/192844/p265-eveland/p265-eveland.pdf