Online help to the use of standard application software intended for the general public is still highly unsatisfactory. Despite the continuous efforts of researchers and designers over the past twenty years, most novice users still prefer consulting experienced users to browsing available online help or paper user guides. Specific training sessions and tutorials are still very popular among novices nowadays. A promising approach, based on the analysis of human expertise, is presented (project supported by the French Ministry of Defence and the CNRS).