How Do You Like Your Help Do Online Help Systems Communicate Effectively? MBC Final Project Presentation Todd Pederson December 15, 2003

Printed Manuals: A Familiar Friend

Help Systems: Context Sensitive Chaos?

Printed Manuals Are Moving Online Inexpensive to support Easy to distribute Easy to update Faster to use Effective training tool

Concerns About Online Help What Will I Like? Fast access to information Proper context Always available What Will I Hate? Unfamiliar technology Large and complex No point of reference Less efficient for general information

Research Question “Does the Access 2 online help system communicate operating information to customers as effectively as the standard print manual?”

Research Goals What is the frequency of use? Which medium do customers prefer? What are the reasons for these choices? Is online help a realistic business objective?

Methodology 25 question survey Administered during a two day training seminar Sample: 112 Access 2 operators 25 completed surveys Data collection phase is not complete. The sample size is expected to double by mid-January

Research Findings: “How long have you used the Access 2 system?” 1 to 5 months 6 to 11 months 1 to 2 years

Research Findings: “How often do you operate the Access 2 System?” Seldom (a few times each month) Occasionally (a few times each week) Routinely (once or more each day)

Research Findings: “Do you use printed manuals or online help?” “Do you use the Access 2 manuals?” Yes = 84% No = 16% “Do you use the Access 2 online help system?” Yes = 72% No = 28%

Research Findings: “How often do you use manuals and help?” More than 5 times a month 1 to 5 times a month Less than once a month Standard Manuals 8%36%40% Online Help System 6%17%78%

Research Findings: Frequency of Use Manuals are used more frequently  59% use manuals more often than online help As manual use increases, help use decreases

Research Findings: Perceptions Operators prefer using manuals  80% prefer manuals over help Operators find help difficult to use  67% can locate information faster with a manual Operators consider help a quality product  52% rate help quality as very good or good

Research Findings: “How much training (on the help system) did you receive?” Customers are not trained to use online help  56% of all respondents received insufficient training  70% of those who have trouble using help received insufficient training “Please provide training for the help system.” - Respondent #11

Research Answer “Does the Access 2 online help system communicate operating information to customers as efficiently as the standard print manual?” Answer: No. 80% of Access 2 customers are more comfortable using the standard print manual.

Barriers for Online Help Generational issues are not known Training factor

Recommendations Emphasize proper training  Field service and customer training personnel  Customers Clearly communicate plan to retire manuals Expand scope of survey  Include age-related demographics  Include more inexperienced operators

Questions