Online support is given for operation of a device. First, a client system equipped with the device is connected to a user support server that gives online support for operation of the device. Next, the client system transmits device information for which the device model can be specified and use environment information indicative of an operation environment of the device to the user support server system. Finally, using the information transmitted to the user support server system, the device support information for supporting operation of the device that the client system has is generated, and the device support information is transmitted to the client system.