Systant: A New Name for an Old Role
Gerald M. Weinberg · Journal of Information Systems Management · 1986
The first time they are confronted with a system feature they cannot understand, novice users learn that no software package or computer, no matter how user friendly, is as helpful or understanding as a knowledgeable person. Users will find such a person—a good-natured systems analyst or programmer perhaps —or they will stop using the troublesome feature.