[PDF] - Help and Do cumen tation Ov erview Users require dieren t PDF Document

SLIDE 1 Human{Com puter In teraction, Pren tice Hall A. Dix, J. Finla y , G. Ab

wd

and R. Beale c

1993

Help and Do cumen tation Chapter 12 (1) Help and Do cumen tation Ov erview Users require dieren t t yp es

f

supp

rt

at dieren t times but all user supp

rt

should fulll some basic requiremen ts. Implemen tation and presen tation b

th

need to b e considered in designing user supp

rt.

T yp es

f

user supp

rt
quic

k reference

task

sp ecic help

full

explanation

tutorial

SLIDE 2 Human{Com puter In teraction, Pren tice Hall A. Dix, J. Finla y , G. Ab

wd

and R. Beale c

1993

Help and Do cumen tation Chapter 12 (2) These ma y b e pro vided b y help and/or do cumen tation

help

| problem-orien ted and sp ecic

do

cumen tation | system-orien ted and general The same design principles apply to b

th.

SLIDE 3 Human{Com puter In teraction, Pren tice Hall A. Dix, J. Finla y , G. Ab

wd

and R. Beale c

1993

Help and Do cumen tation Chapter 12 (3) Requiremen ts A vailability | con tin uous access concurren t to main applicati

n.

A c cur acy and c

mpleteness

| help matc hes actual system b eha viour and co v ers all asp ects

f

system b eha viour. Consistency | dieren t parts

f

the help system and an y pap er do cumen tation are consisten t in con ten t, terminology and presen tation. R

bustness

| correct error handling and predictable b eha viour. Flexibility | allo ws user to in teract in a w a y appropriate to exp erience and task. Unobtrusiveness | do es not prev en t the user con tin uing with w

rk

nor in terfere with application.

SLIDE 4 Human{Com puter In teraction, Pren tice Hall A. Dix, J. Finla y , G. Ab

wd

and R. Beale c

1993

Help and Do cumen tation Chapter 12 (4) Approac hes to user supp

rt

Command assistance User requests help

n

particular command. e.g., UNIX man, DOS help. Go

d

for quic k reference. Assumes user kno w what to lo

k

for. Command prompts Pro vide information ab

ut

correct usage when an error

ccurs.

Go

d

for simple syn tactic errors. Also assumes kno wledge

f

the command. Con text sensitiv e help Help request in terpreted according to con text in whic h it

ccurs.

e.g., Sp y , Ballo

ns

Help. On-line tutorials User w

rks

through basics

f

application in a test en vironmen t. Can b e useful but are

ften

inexible. On-line do cumen tation P ap er do cumen tation is made a v ailable

n

computer. Con tin ually a v ailable in common medium but can b e dicult to bro wse. Hyp ertext used to supp

rt

bro wsing.

SLIDE 5 Human{Com puter In teraction, Pren tice Hall A. Dix, J. Finla y , G. Ab

wd

and R. Beale c

1993

Help and Do cumen tation Chapter 12 (5) In telligen t Help Use kno wledge

f

the individual user, task, domain and instruction to pro vide help adapted to user's needs. Problems

kno

wledge requiremen ts considerable

who

has con trol

f

the in teraction>

what

should b e adapted?

what

is the scop e

f

the adaptation?

SLIDE 6 Human{Com puter In teraction, Pren tice Hall A. Dix, J. Finla y , G. Ab

wd

and R. Beale c

1993

Help and Do cumen tation Chapter 12 (6) Kno wledge represen tation User mo del ling All help systems ha v e a mo del

f

the user

single,

generic user (non-in tellige n t)

user-congured

mo del (adaptable)

system-congure

mo del (adaptiv e) Approac hes

quan

tication | user mo v es b et w een lev els

f

exp ertise based

n

quan titativ e measure

f

what he kno ws.

stereot

yp es | user is classied in to a particular category .

v

erla y | an idealiz ed mo del

f

exp ert use is constructed and actual use compared to it. Mo del ma y con tain the commonalit y b et w een these t w

r

the dierence. Sp ecial case: user b eha viour compared to kno wn error catalogue.

SLIDE 7 Human{Com puter In teraction, Pren tice Hall A. Dix, J. Finla y , G. Ab

wd

and R. Beale c

1993

Help and Do cumen tation Chapter 12 (7) Domain and task mo del ling Co v ers

common

errors and tasks

curren

t task Usually in v

lv

es analysis

f

command sequences. Problems

represen

ting tasks

in

terlea v ed tasks

user

in ten tion A dvisory str ate gy In v

lv

es c ho

sing

the correct st yle

f

advice for a giv en situation. E.g. reminder, tutorial, etc. F ew in telli gen t help systems mo del advisory strategy but c hoice

f

strategy is still imp

rtan

t.

SLIDE 8 Human{Com puter In teraction, Pren tice Hall A. Dix, J. Finla y , G. Ab

wd

and R. Beale c

1993

Help and Do cumen tation Chapter 12 (8) T ec hniques for kno wledge represen tatio n

rule

based | kno wledge presen ted as rules and facts in terpreted using inference mec hanism. E.g. logic, pro duction rules. Can b e used in relativ ely large domains.

frame

based | kno wledge stored in structures, eac h ha ving slots whic h can b e lled. Useful for a small domain.

net

w

rk

based | kno wledge represen ted as relationships b et w een facts. E.g. seman tic net w

rk.

Can b e used to link frames.

example

based | kno wledge represen ted implicitl y within decision structure. T rained to classify rather than programmed with rules. Requires littl e kno wledge acquisiti

n.

SLIDE 9 Human{Com puter In teraction, Pren tice Hall A. Dix, J. Finla y , G. Ab

wd

and R. Beale c

1993

Help and Do cumen tation Chapter 12 (9) Problems with in tellig en t help systems

kno

wledge acquisiti

n
resources
in

terpretation

f

user b eha viour

SLIDE 10 Human{Com puter In teraction, Pren tice Hall A. Dix, J. Finla y , G. Ab

wd

and R. Beale c

1993

Help and Do cumen tation Chapter 12 (10) Issues in in telli gen t help systems

initiati

v e | do es the user retain con trol

r

can the system direct the in teraction? Can the system in terrupt the user to

er

help?

eect

| what is going to b e adapted and what information is needed to do this? Only mo del what is needed.

scop

e | is mo delling at applicati

n
r

system lev el? Latter more complex. E.g. exp ertise v aries b et w een applications.

SLIDE 11 Human{Com puter In teraction, Pren tice Hall A. Dix, J. Finla y , G. Ab

wd

and R. Beale c

1993

Help and Do cumen tation Chapter 12 (11) Designing user supp

rt

User supp

rt

is not an `add

n'

| it should b e designed in tegrally with the system. Should concen trate

n

con ten t and con text

f

help rather than tec hnological issues. Presen tation issues Ho w is help requested?

command
button
function

(on/o )

separate

application

SLIDE 12 Human{Com puter In teraction, Pren tice Hall A. Dix, J. Finla y , G. Ab

wd

and R. Beale c

1993

Help and Do cumen tation Chapter 12 (12) Ho w is help displa y ed?

new

windo w

whole

screen

split

screen

p
p-up

b

xes
hin

t icons Eectiv e presen tation requires

clear,

familiar, consisten t language

instructional

rather than descriptiv e language

a

v

idance
f

blo c ks

f

text

clear

indication

f

summary and example information

SLIDE 13 Human{Com puter In teraction, Pren tice Hall A. Dix, J. Finla y , G. Ab

wd

and R. Beale c

1993

Help and Do cumen tation Chapter 12 (13) Implemen tation issues Is help

p

erating system command

meta

command

application

What resources are a v ailable?

screen

space

memory

capacit y

sp

eed Structure

f

help data

single

le

le

hierarc h y

database

Considerations

exibili

t y and extensibili t y

hard

cop y

bro

wsing