1. Human Computer Interaction Lecture 21 User Support

2. User Support
If an interactive system is properly designed, user will require little or no help or training. A more helpful approach is to assume that the user will require assistance at various times and design this help into the system.
Main Types of user support
Quick reference (as a reminder to the user of the details of tools he is basically familiar with and has used before)
Task specific help (The help that is offered is directly related to what is being done )
full explanation (full explanation of a tool or command to enable him to understand it more fully.)
tutorial
Issues
different types of support at different times implementation and examples, known errors and error recovery information

3. Requirements of User Support
Availability
Available at any time. User should not need to close the main application.
continuous access concurrent to main application
Windows versus Non-windows based systems
Robustness
Users who use help system are in difficulty
correct error handling and predictable behaviour
otherwise user will not rely on help for getting assistance

4. Requirements of User Support
Accuracy and completeness
help matches actual system behaviour
Otherwise user is disappointed
help covers complete system
Otherwise user will be frustrated
Consistency
between different parts of the help system and paper documentation
In terms of content, terminology and style of presentation

5. Requirements of User Support
Flexibility
Adaptation of help system according to context allows user to interact in a way appropriate to user experience and task at hand
Adaptive help systems
Unobtrusiveness
does not prevent the user continuing with normal work
Two Extreme Cases: Windows versus Non-windows based systems
A suggest option in case of Adaptive help system

6. Approaches to User Support
Command assistance
User help on particular command e.g., UNIX man, DOS help, search in windows help
Simple, efficient and good for quick reference
Assumes user know what to look for, which is often not the case
There can be commands that user need to write

7. Approaches to User Support
Context sensitive help
help request interpreted according to context in which it occurs.
e.g. tool tips, What’s this option, web rollovers
Doesn't assume command knowledge on user side

8. Approaches to user support (contd.)
On-line tutorials
user works through basics of application in a test environment (e.g. working with examples or watching a demonstration)
User can progress at his own speed
can be useful but are often inflexible.
An alternate is to learn a reduced version of the system by experimenting and exploring

9. Approaches to user support (contd.)
On-line documentation
Provides a full description of the system’s functionality and behaviour in a systematic manner
paper documentation is made available on computer.
continually available in common medium
can be difficult to browse
Use of hypertext can help
user can lose track of where he is and where he has been
Solution: Minimal Manual (40 % faster than full manual) 9

10. Approaches to user support (contd.)
Wizards
task specific tool leads the user through task, step by step, using user’s answers to specific questions
example: resumé
useful for safe completion of complex or infrequent tasks
constrained task execution so limited flexibility
Should have following characteristics
Allow user to go back and forward
Indicate progress
Offer sufficient information for users to answer questions
Another more recent development in user support is the assistant

11. Approaches to user support (contd.)
Assistants
monitor user behaviour and offer contextual advice
can be irritating e.g. MS paperclip due to its long list of suggestions and continuous animations (Obtrusiveness)
must be under user control (activate/de-activate)
Command prompts
Provide information about correct usage when an error occurs
Good for simple / syntactic errors
again assumes knowledge of the command 11

12. Adaptive Help Systems
Use knowledge of the context, individual user, task and domain to provide help adapted to user's needs.
Operates by monitoring the activity of the user and constructing a user model of him
This may contain a model of his experience, preferences, mistakes, or a combination of some or all of these.
Using this knowledge adaptive help system will present help relevant to user’s current task and suited to his experience
Not so simple as it sounds

13. Adaptive Help Systems Problems knowledge requirements considerable
what should be adapted?
what is the scope of the adaptation?
Operating System / Application 13

14. Designing user support
Things to consider
User support is not an `add on’
should be designed integrally with the system.
Will result in more consistency and relevancy
Concentrate on content and context of help rather than technological issues.
Will help to clarify what type of help is required

15. Presentation issues Effective presentation requires
Instructional Material Design
Clear and familiar language
Instructional material should be consistent between paper and online manual and even within different types of online help
instructional rather than descriptive language
To close the window, click on the box in the top-right corner of the window
rather than
Windows can be closed by clicking on the box in the top right-hand corner of the window
Should not make assumptions about what the user knows in advance 15

16. Presentation issues Effective presentation requires
Physical Layout Design
Avoid blocks of text rather use clear logical sections
Provide summary at the end
Index of related topics can be used as summary
Consistency: where to look for a particular information
clear indication of summary and example information 16

17. Implementation issues
Implementation requires
Will help be an operating system command, a meta-command or an application
Physical constraints in terms of screen space, memory capacity and speed
Speed is specially important
How help data is to be structured: a single text file, hypertext files hierarchy, DBMS etc.
Should support flexibility and extensibility
If user wants to make hard copy of some help topic
Will this facility be provided as part of support system?
Should support WYSIWYG 17

18. Guidelines for online documentation
Use clear structure with headings to provide signposting.
Organize information according to user tasks.
Keep sentences short, to the point and jargon free. Use simple language.
Set out procedures in order and numbered steps. Highlight important steps.
Use examples where possible.
Support searching via an index, contents, glossary and free search
Include a list of error messages.
Include Frequently Asked Questions (FAQ) with clear answers.