A New Agenda for Computing Professionals

Ben Shneiderman (ben@cs.umd.edu)Founding Director (1983-2000), Human-Computer Interaction Lab Professor, Department of Computer ScienceMember, Institutes for Advanced Computer Studies &Systems Research

Human-Computer Interaction Laboratory

Interdisciplinary research community - Computer Science & Psychology - Information Studies & Education

www.cs.umd.edu/hcil

Scientific Approach (beyond user friendly)Specify users and tasksPredict and measure (theory-driven, hypothesis-testing)time to learnspeed of performancerate of human errorshuman retention over timeAssess subjective satisfaction (Questionnaire for User Interface Satisfaction)Accommodate individual differencesConsider social, organizational & cultural context

Design IssuesInput devices & strategiesKeyboards, pointing devices, voiceDirect manipulationMenus, forms, commands Output devices & formatsScreens, windows, color, soundText, tables, graphicsInstructions, messages, helpCollaboration & communitiesManuals, tutorials, trainingwww.awl.com/DTUI usableweb.com hcibib.org useit.com

U.S. Library of Congress

Scholars, Journalists, Citizens Teachers, Students

Visible Human Explorer (NLM)Doctors Surgeons

Researchers Students

NASA Environmental DataScientists Farmers

Land planners Students

U.S. Bureau of Census

Economists, Policy makers, Journalists Teachers, Students

Treemap - Stock market, clustered by industry

Four challenges1) Prevent future terror2) Strengthen communities - increase vigilance - enable rapid response - support communities in coping3) Broaden participation & universal usability4) Reduce inequities by international development

http://www.hcibib.org/preventterror/ /communities/ /participation/ /development/

Preventing future terrorNational ID systems: authenticate, monitor, deter Monitor selected email, financial transactions, and travel patternsImprove transportation security: air, train, ships, roadsProtect public utilities: nuclear, water, electricAttack terrorist sourcesEliminate root causes of terror

Study the process of terrorRecruitmentTrainingDecision-making strategiesChoice of targetsTravel plansBorder crossingGaining identity Local preparationsImplementation

10 Questions for ID System DevelopersHow do youcollect, verify and update the data? what data? (signature, photo, thumbprint, eyescan)validate new applications and lost cards? (are expired cards destroyed?)conductsverifications? (you need terminals everywhere)respond when a false ID is detected?

10 Questions for ID System Developers

verify security (prevent hacker destruction), privacy (keep data in control) & reliability (limit & cope with software /hardware/network/power failures?) hire, train, and manage employees tocontinually improve quality

10 Questions for ID System Developershandle inquiries from police, immigration, intelligence, and other government agencies?ensure appropriate management and judicial oversight? measure costs, benefits, effectiveness?

Special classes of usersfrequent travelers who agree to closer monitoring of their behavior in exchange for faster processingnon-citizen visitors whose background is checked more carefullyairline/airport/trucking/port personnel

Opportunities to increase rightsShould citizens be able to view their records to verify contentsthe log of usage government inquiries

What form of citizen or judicial oversight?

Cautions for ID system proponentsAre identification systems a good investment?Are other approaches more effective?How easy are they to compromise?What are the worst case risks?Do they generate a false sense of security

Four challenges1) Prevent future terror2) Strengthen communities - increase vigilance - enable rapid response - support communities in coping3) Broaden participation & universal usability4) Reduce inequities by international development

http://www.hcibib.org/preventterror/ /communities/ /participation/ /development/

Social Support: ConceptsOnline communitiesE-commerce customer service & consumer conversationsMedical support groups & information exchangeEducational discussions & teamworkNeighborhood forums & political organizing TechnologiesSynchronous text: Instant messaging, chat rooms Asynchronous text: Listservs, bulletin boards, newsgroupsAudio,video, virtual realities

Social Support: GoalsSupporting SociabilityPeople: Target a populationPurposes: Clearly state focusPolicies: Make expectations explicit behavior, privacy, moderation, joining rules Designing UsabilityUsers: Know the usersTasks: Understand frequencies and sequencesSystems: Choose seamless combinations of tools

Online Communities: Supporting Sociability, Designing Usability Jenny Preece, John Wiley & Sons, June 2000

Social Support: TrustInvite participation by ensuring trustDisclose patterns of past performance Provide references from past and current usersGet certifications from third partiesMake policies for privacy & security easy to find & read

Accelerate action by clarifying responsibilityClarify each participant's responsibilitiesProvide clear guarantees with compensationDescribe dispute resolution and mediation services

Communications of the ACM, Dec. 2000, Special Issue on Trust

Restore social capitalDecline in community groups since 1965Less volunteerism, reciprocity, honesty, trust, philantropyMore commuting, women working, TV watching, solitary activitiesGenerational changePotential remediesYouth and school projectsWorkplace changesUrban and metropolitan designReligionArts & culturePolitics & government

Bowling Alone Robert Putnam, 2000

Four challenges1) Prevent future terror2) Strengthen communities - increase vigilance - enable rapid response - support communities in coping3) Broaden participation & universal usability4) Reduce inequities by international development

http://www.hcibib.org/preventterror/ /communities/ /participation/ /development/

Broad participationUniversal usability increases participationInvolvement and contribution generate prideResponsibility and participation increase protectiveness

Universal Usability Technology variety: Support broad range of hardware, software, and network accessUser diversity: Accommodate users with different skills, knowledge, age, gender, literacy, culture, income, disabilities, disabling conditions (mobility, injury, noise, light)...Gaps in user knowledge: Bridge the gap between what users know and what they need to knowCommunications of the ACM, May 2000

Technology variety: Support broad range of hardware, software, and network access1 to 100 range in processor speeds 286 486 Pentium

1 to 100 range in screen sizes

Palm devices Laptops Large Desktop or Wall Display 30,000 480,000 3,840,000 pixels

Software Versions Compatibility File conversion Multiple platformsDevice Independence Input: keyboard, speech,... Output: visual, auditory,... Conversion: Text-speech Speech-text,...

User diversity: Accommodate different usersLanguage & Culture Western, Eastern, developing...Personality Introvert vs extravert Thinking vs feeling Risk aversion Locus of control Planful vs playfulSkills Computer newbie to hacker Knowledge Domain novice to expert

Age Young to oldGender Male or FemaleIncome Impoverished to wealthyDisabilities Visual, auditory, motoric, cognitive Disabling conditions Mobility, injury, noise, sunlight

Gaps in User Knowledge Bridge the gap between what users know and what they need to know

Online help Context sensitive, tables of contents, Indexes, Keyword search, FAQs, Newsgroups, Chat rooms Online communities Design Layered Level-structured Task-orientedTraining Fade-able scaffolding Training wheels Minimalist

Online Learning (evolutionary, phased) Introductory tutorials Getting started manuals, Cue cards Walkthroughs/Demos Minimalist/ActiveCustomer service Email Phone Help desks

ACM Code of EthicsIn a fair society, all individuals would have equal opportunity to participate in, or benefit from, the use of computer resources regardless of race, sex, religion, age, disability, national origin or other such similar factors.

Four challenges1) Prevent future terror2) Strengthen communities - increase vigilance - enable rapid response - support communities in coping3) Broaden participation & universal usability4) Reduce inequities by international development

http://www.hcibib.org/preventterror/ /communities/ /participation/ /development/

Information Technology & DevelopmentSupport development agenciesDisaster reliefAgricultural specialists & farm workersHospitals, clinics, doctors Roads, irrigation, water, sewage, electricity,Education & trainingEntrepreneurship & business developmentPromote democratic principlesCivil rights, voting & judicial processesFree press & open marketsCompetent & responsive governments

Rodrigo Baggio in Brazil

Thomas Jefferson I feel... an ardent desire to see knowledge so disseminated through the mass of mankind that it may...reach even the extremes of society: beggars and kings. -- Reply to American Philosophical Society, 1808

Human-Computer Interaction Laboratory

19th Annual SymposiumMay 30-31, 2002 www.cs.umd.edu/hcil