Often in an office or in the home, one person has greater IT knowledge or confidence and acts as a local expert to help others. The role of these local experts is critical for the success of a system, for example, one of the earliest studies of UNIX help system use showed that it was the local experts, not the novices, who consulted the help pages, often when aiding others. Few systems explicitly take into account this important channel for learning and adoption.
Used in Chap. 9: page 121