1. Copyright © 2005, Pearson Education, Inc. Chapter 13 User Manuals, Online Help, and Tutorials

2. Copyright © 2005, Pearson Education, Inc. Introduction Learning is a challenge –Anxiety –Frustration –Disappointment Improved interface helps but still benefit from both paper and online help Forms of paper user manuals: –Installation manual –Brief getting-started notes –Introductory tutorial –Thorough tutorial –Detailed reference manual –Quick reference card –Conversation manual

3. Copyright © 2005, Pearson Education, Inc. Introduction Online materials –Online manual –Online help –Context-sensitive help –Online tutorial –Animated demonstration –Guides –FAQs –Online communities, newsgroups, listservers, e- mail, chat, and instant messaging

4. Copyright © 2005, Pearson Education, Inc. User’s Goal PaperOnline I want to buy it Sales brochure, fact sheet Animated demonstration I want to learn itTutorial Manual, tutorial, guide, animated demonstration I want to use itUser manual Manual, help, context-sensitive help I want to solve a problem FAQ Help, FAQ, online community Documentation Classification

5. Copyright © 2005, Pearson Education, Inc. Paper versus online manuals There are many reasons to have online manuals –Physical advantages Information readily available – “on demand” Don’t need to allocate physical workspace Information updated rapidly and inexpensively –Navigation features Located rapidly through indexes, table of contents Easily find desired page Easily accessible links to other resources –Interactive services Bookmark and annotate text Graphics, sounds, color, animation can be added to clarify –Economic advantages Online manuals are cheaper to duplicate and distribute

6. Copyright © 2005, Pearson Education, Inc. Potential negative side effects 1. not be as readable as paper manuals 2. contains substantially less information than a sheet of paper 3.The user interface of online help systems may be novel and confusing to novices 4.navigating through screens extra mental effort interferes with concentration and learning annotation can be difficult 5. splitting the display between work and help or tutorial windows reduces the space for work displays 6. not enough display space to provide online help on small devices such as cell phones

7. Copyright © 2005, Pearson Education, Inc. Reading from paper versus from displays 15% to 30% slower task times for comprehension or proofreading of text on computer displays, compared to on paper Potential Disadvantages in Reading from Displays: –Poor fonts, especially on low resolution displays –Low contrast between characters and the background –Fuzzy character boundaries –Emitted light from displays may be more difficult to read by than reflected light from paper –Glare may be greater on displays –Screen flicker can be a problem –Curved display surface may be problem

8. Copyright © 2005, Pearson Education, Inc. Potential Disadvantage in Reading from Displays –Small displays require more frequent page turning –Reading distance can be greater than for paper –Displays are fixed in place –Display placement may be too high for comfortable reading –Layout and formatting problems (35 – 50 characters) –Reduced hand and body motions with displays as compared to paper may be fatiguing –Rigid posture for displays may also be fatiguing –Unfamiliarity of displays and the anxiety that the image may disappear can increase stress

9. Copyright © 2005, Pearson Education, Inc. Shaping the content of manuals Traditionally, training and reference material often written by junior member of development team –manuals were often poorly written –were not suited to the background of the users –were delayed or incomplete –were not tested adequately The benefits of well-designed manuals –shorter learning times –better user performance –increased user satisfaction –fewer calls for support The “active user paradox” –Users’ eagerness to conduct meaningful activities often stops them from spending time “just” learning, so all capabilities not learned

10. Copyright © 2005, Pearson Education, Inc.

12. Shaping the content of manuals Minimal manuals encourage active involvement with hands-on experiences Carroll's guided exploration –choose an action-oriented approach –anchor the tool in the task domain –support error recognition and recovery –support reading to do, study, and locate Show numerous well-chosen screen prints that demonstrate typical uses (predictive model) Table of contents and index required Glossaries for clarifying technical terms Appendices for error messages

13. Copyright © 2005, Pearson Education, Inc. Use of the Object Action Interface (OAI) model to design manuals 1.Introductory tutorial –task training first –learn the hierarchy of objects, from high level down to the atomic –recognize the range of high-level intentions down to specific action steps –learn about the interface representations start with familiar objects and actions link these concepts to high-level interface objects and actions show syntax needed to accomplish each task 2.Conversion manual –users knowledgeable about task domain, but unfamiliar with specific software –need presentation showing relationship between metaphors and already known plans and the new ones required by the new software

14. Copyright © 2005, Pearson Education, Inc. Use of the OAI model to design manuals 3.Quick reference –user knowledgeable about task and interface objects and actions –needs details to convert their plans into detailed actions 4.Sample sessions –extremely helpful in giving portrait of system features and interaction styles 5.Flow diagrams – provide visual overviews that orients users to transitions from one activity to another

15. Copyright © 2005, Pearson Education, Inc. Organization and writing style Precise statement of educational objectives Present concepts in a logical sequence with increasing order of difficulty Ensure that each concept is used in subsequent sections Avoid forward references Construct sections with approximately equal amounts of new material Need sufficient examples and complete sample sessions Choice of words and phrases important Style guides for organizations attempt to ensure consistency and high quality Writing style should match users' reading ability

16. Copyright © 2005, Pearson Education, Inc. Online manuals and help Kearsley's guidelines for online help systems: 1.Make the help system easy to access and easy to return from. 2.Make help as specific as possible. 3.Collect data to determine what help is needed. 4.Give users as much control as possible over the help system. 5.Make help messages accurate and complete. 6.Do not use help to compensate for poor interface design.

17. Copyright © 2005, Pearson Education, Inc. Online manuals and help Online Manuals –Reproduction of printed manuals online paper page layouts may not convert well dealing with figures problematic attractive if users have large enough display (full page) close match between printed and online versions useful –Enhanced by special online features string search multiple indices multiple tables of contents tables of figures electronic bookmarks electronic annotations hypertext traversal automatic history keeping

18. Copyright © 2005, Pearson Education, Inc. Online manuals and help Online Manuals (cont.) –Most effective if manuals redesigned to fit electronic medium to take advantage of multiple windows text highlighting color sound animation string search with relevance feedback –Properly designed table of contents that can remain visible to side of text page vital –Novices need tutorials –Intermittent knowledgeable users can handle concise descriptions of interface syntax and semantics –Keyword lists improved by clustering into meaningful categories

19. Copyright © 2005, Pearson Education, Inc. Online manuals and help Online Help –Traditionally, little information about how to assemble actions to perform tasks –Users expect to be able to search the full text of online documents –Expanding and contracting table of contents can be combined with search –The online help and support center for Microsoft Windows XP contains articles/topics and search options –An answer wizard can respond to natural language requests

20. Copyright © 2005, Pearson Education, Inc. Online manuals and help Context-sensitive help –User-controlled, interactive object help Small pop-up box Dedicated portion of the display –Intelligent help: users interaction history, a model of user population, and a representation of their tasks to make assumptions about what users want Development of intelligent help systems face serious usability challenges Clippit –Hybrid approaches Initiative is shared between the user and system Unobtrusive advice from system, but requires space

21. Copyright © 2005, Pearson Education, Inc.

22. Online tutorials, demonstrations, and animations Online tutorials –Does not have to keep shifting attention between the terminal and the instructional material –Practices the skills needed to use the system –Can work alone at an individual pace and without the embarrassment of mistakes made before a human instructor or fellow students –Start-up tips

23. Copyright © 2005, Pearson Education, Inc. Online tutorials, demonstrations, and animations Demonstration systems –Distributed on disk, CD-ROM, or over Internet –Designed to attract potential users –Typically show off system features using animation, color graphics, sound, etc. –User-interface requirements are to capture and maintain user interest convey information build positive product image –Typical controls automatic or manual pacing length of demonstration (short versus in-depth) stop, replay, skip –A screen capture animation is easy to produce with standard tools such as Camtasia –Games often have a 30 second demonstration

24. Copyright © 2005, Pearson Education, Inc. Online tutorials, demonstrations, and animations Guides –Audio and video recording of human guides or cartoon figures to lead users through information –GUIDES 3.0 project –Audio tours of art galleries –Audio or video lectures may be played on a computer or a separate system –Video Professor

25. Copyright © 2005, Pearson Education, Inc. Examples Web based CRM software, CRM solution software and CRM software onlineWeb based CRM software, CRM solution software and CRM software online Agilent Documentation

26. Copyright © 2005, Pearson Education, Inc. Online communities for user assistance Help networks using email –sent to designated help desk or staff person –sent to general list within organization –users must publicly expose their lack of knowledge –risk of getting incorrect advice Communal approach means low cost for software maintenance Microsoft actively encourages it Frequently asked questions (FAQ) lists for newcomers

27. Copyright © 2005, Pearson Education, Inc. Development process Allows adequate time for review, testing, and refinement Manual can act as a more complete and comprehensible alternative to formal specifications Manual writer becomes effective critic, reviewer, or question asker Enables pilot testing of software's learnability Allows for reviews and suggestions by designers, etc. Informal walkthroughs with users possible Field trials with moderate numbers of users facilitated

28. Copyright © 2005, Pearson Education, Inc. Summary 1.Types of paper and online documentation 2.Paper/online documentation comparison 3.Reading from paper or online 4.Shaping content 5.Online manuals 6.Online tutorials 7.Development of online documentation process