IFS410 End User Support Chapter 8 Product Evaluation Strategies and Support Standards.
User Support Chapter 8
description
Transcript of User Support Chapter 8
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User SupportChapter 8
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Overview
Assumption/IDEALLY: If a system is properly design, it should be completely of ease to use, thus user will require little or no help/training.
But: It is far from true even for the best-designed systems available.
Thus, a helpful approach is to assume that …Users will require assistance at various
times >> design HELP into system
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Types of assistance >> varies and is dependent on many factors; Their familiarity of the system The job they are trying to do (and others..)
Basic requirements of assistance available but unobtrusive accurate and robust consistent and flexible
Overview
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Types of Support
1. Quick reference2. Task specific help3. Full explanation4. Tutorial
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Types of support
1. Quick reference reminder of details; assumes familiarity & has
used before eg command syntax, options, etc.
Usage: telnet [-8] [-#] [L] [-a] [-d] [-e char] [-l user] [-n tracefile] [-r] [host-name [port]]
2. Task specific help addresses problems
encountered with particular tasks
focused on what is currently being done
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Types of Support
3. Full explanation for more experienced and inquisitive (curious)
users likely to include information not needed now E.g., Unix man command
4. Tutorial aimed at new users Provides step-by-step instruction (how to use
tool)
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Types of support
Four types are complementary Required at different points based on user’s
experience with the system and fulfill needs What users want? Definitions, examples, known
errors, error recovery information, command options, accelerators
What is the different btw help systems and documentation? Help system: problem oriented & specific Documentation: system oriented & generic
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Requirements of User Support
1. Availability2. Accuracy and Completeness3. Consistency4. Robustness5. Flexibility6. Unobtrusiveness
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Requirements
Availability accessible any time during system interaction
Accuracy and completeness Must support the whole system accurately
(updated) & completely (all parts)
Consistency consistent in content, terminology and style of
presentation
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Requirements Robustness
Help system itself should be robust (correct error handling and predictable behavior)
Users should be able to rely on getting assistance when required
Flexibility Allow user to interact appropriate according to his
needs Unobtrusiveness
shouldn’t prevent user from continuing with normal work; not interfering with users’ system
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Approaches to User Support
1. Command Assistance2. Command Prompts3. Context-Sensitive help4. On-line tutorials5. On-line documentation6. Wizards7. Assistants
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Approaches to user support Command assistance
Basic approach User requests help on a particular command and
is present with a help screen or manual page E.g. UNIX man help system or DOS help
command or Windows help user must know what to look for; seeking reminder or detailed information
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Command prompts provide information when error occurs good for syntactic errors won’t tell you if you need a different command
Approaches to user support
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Context sensitive help Appears according to the context in which it is
called, and will present help accordingly depends on what user is doing eg. completing a dialog, tool tip
Approaches to user support
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Approaches to User Support On-line tutorials
introduces user to components of system User can progress at own speed, can repeat
tutorial if needed includes examples, automated demonstration Have no intelligence – they know nothing about
the user and their experiences. useful, but inflexible
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On-line documentation printed material in electronic form Designed to provide full description of the system’s functionality and behavior in a systematic manner E.g. readme files continually available but can be difficult to
browse Thus, online documentation that uses
hypertext allows it to be more accessible esp. for inexperienced users
Approaches to user support
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Approaches to User Support Wizards
task specific tool that leads user through task step-by-step, using information supplied by user in response to the questions given
User will answer ‘questions’ along the way constraining - may not offer options, may request
information that user does not have
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Approaches to User Support
Assistants Tools that monitor user
behavior and offer suggestions or hints when they recognize familiar sequences
unobtrusive and under user control
‘Clippy’ not unobtrusive, suggestions inappropriate
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Intelligent- Type of Help: Adaptive Help Systems Use knowledge of the user, task, domain and
instruction to provide help adapted to user’s needs.
A class of interactive systems also known as intelligent systems. E.g., domain-specific expert systems, intelligent tutoring systems
How does it operate? By monitoring user’s activity and construct model of user (experience, preferences, mistakes or combination of some/all). With these info, the system will present help relevant to user’s current task and suit user’s experience.
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Sound fantastic! But, in practice, it is not as simple as it sounds. Why?
Problems: Knowledge requirements considerable, but
data on interaction are difficult to interpret Issue of control - should it take an active role
& remove some control from user? What should be adapted? What is scope of adaptation?
Intelligent- Type of Help: Adaptive Help Systems
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Designing User Support Systems
User support is not an ‘add on’ - it should be designed integrally with system.
Should concentrate on content and context of help rather than technological issues
Focus on two main issues: presentation issues and implementation issues
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Designing User Support : Presentation issues 1. How is help requested?
Decision to be made – how the user will access help
1. Command2. button3. function (on/off)4. separate application
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2. How is help displayed?
Decision to be made - How user will view the help
1. New window2. whole screen or split screen3. pop-up box4. hint icons
Designing User Support : Presentation issues
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Designing User Support : Presentation issues
3. Effective presentation of help
Help screens and documentation should be designed similar to the interface designed – focus on effective writing and presentation
clear, familiar, consistent language instructional rather than descriptive language
E.g., To close the window, click on the box in the top right-hand corner of the windowNOT! (Windows can be closed by clicking on the box in the top right-hand corner of the window)
avoid of blocks of text (use logical sections) Provide summary and example
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Focus on implementation decisions – physical constraints1. Is help
– operating system command – meta command – application
2. Structure of help data – single file – file hierarchy – database
Designing User Support : Implementation issues
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3. What resources are available? – screen space – memory capacity – speed
4. Issues – flexibility and extensibility – hard copy – browsing
Designing User Support : Implementation issues
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Summary
Concerned with user support in the form of help and documentation
‘Help’ should be an essential part of the system design
Users require different types of help, depending on context and circumstances, and the user support facilities should support.
Different style of help support different requirements and different types of users