Knowledge “Utilisateur” and knowledge “Usager”: The need for an evolving assistance
Résumé
Knowledge involved in the use of tools, devices, systems or services
often do not come naturally to users. This paper exploits a difference common in
the French language between “utilisateur” and “usager”. Both words are of com‐
mon use and are translated in English only by “user”. They reflect two extreme
ways to mobilize knowledge for people engaged in an activity. The aim of this
paper is to highlight, explain and exploit the difference and show that user assis‐
tance must evolve from one to the other. We begin by considering a variety of
knowledge needs in a progression of more and more global tasks, i.e. use of tools,
devices, intelligent devices, services and show that for each of them some pro‐
gress can be achieve to better manage the relevant knowledge. Then we show
that considerable efforts are currently being made in order to provide the help
users need at the various stages in the mastery of a task. We conclude with some
recommendations for a better management of our Knowledge Capital