Post on 31-Dec-2015
Chapter 12Printed Manuals, Online Help, and
Tutorials
Ezekiel CuttinoJohn Middleton
Christopher Myers
12.1 Introduction
Online help, manuals, and tutorials utilizing similar interactive systems have become expected components of most systems
Forms of paper user manuals: Brief getting-started notes Introductory tutorials Thorough tutorials Quick reference cards Conversion manuals Detailed reference manuals
12.1 Continued
Examples of online materials: Online user manual Online help facility Online tutorial Online demonstration
Use of paper and/or online materials can be determined based on the user’s goals (Duffy etc. 1992) I want to buy it I want to learn it I want to use it
12.2 Reading from Paper versus from Displays
In the last 40 years, the CRT has emerged as an alternate to print media for presenting text
Research has led to the development of LCD screens to reduce health hazards (related to radiation)
12.2 Continued
Disadvantages of reading from displays: Font visibility (due to resolution and style) Contrast between the characters and
background (can result in fuzziness) Interference from glare, flickering, and the
curvature of the display surface Display size Reading distance Layout and formatting Reduced hand and body motion (resulting in
rigid posture and fatigue) Unfamiliarity of displays (resulting in user
anxiety)
12.2 continued
Older studies produced slight evidence that visual displays were harder to utilize than print media: 1978 Hansen and associates – longer test times 1983 Wright and Lickorish – speed and error-
detection 1984 Gould and Grischkowsky – reading speed and
accuracy Recent studies show no difference between
reading on-screen text and printed text Older studies may have been flawed due to
screen resolution Higher resolution displays are better for reading
text
12.3 Preparation of Printed Manuals
In the past, manuals were often verbose and poorly written, and were thus not suited for end-users
Foss, Rosson, and Smith modified a text-editor user manual in 1982, making the following changes: A progressive approach to the material by providing
subsets of the concepts Use of numerous examples Readable explanations with fewer technical terms
Result: Subjects demonstrated superior performance
12.3 continued
Tasks completed, average minutes per task, average edit errors per task, average commands per task, and average requests for verbal help all showed noticeable improvements from the use of the modified manual
12.3.1 Use of the OAI Model to design manuals
OAI model – Objects-action Interface Offers insight into the learning
process, providing guidance to instructional-materials designers.
The OAI model utilizes the user’s prior knowledge as a basis for manual design
12.3.1 continued
The OAI model can also help researches map current levels of knowledge in learning systems Sample sessions are used to give a
portrait of the system features and interaction style
Flow diagrams provide a map that orients users to activity transitions
12.3.2 Organization and writing style
Understanding the reader and his/her tasks in the primary job in designing a manual A precise statement of the educational
objectives should be made (Mager, 1962) Concepts should be identified in a logical
sequence Reason Description Semantics Syntax
12.3.2 continued
The choice of words and phrasing are very important Many organizations set style guidelines in an
attempt to ensure consistency in word usage and phrasing
Style should match users’ reading ability Manuals incorporated user participation
while learning Observations led to the design of minimal
manuals with less verbiage and active involvement with hands-on experiences.
12.3.2 continued
Key principles of guided exploration (van der Meij and Carroll, 1995): Action-oriented approach Anchor the tool in the task domain Support error recognition and recovery Support reading to do, study, and
locate
12.3.3 Nonanthropomorphic descriptions
Metaphors used in describing computer systems influence the user’s reactions
Many writers liken the computer to a human in its abilities
Users generally do not like this approach Designers should focus attention on
users and their actions
12.3.4 Development process
Production of a manual must be managed properly
Starting early benefits the designers Leaves adequate time for review, testing, and
refinement Manual can be used as an alternative to the
formal software specifications The manual can help critique the software and
convey designers’ intentions to customers, users, system implementers, and project managers
12.4 Preparation of Online Facilities
Reasons for making manuals available online: Information availability Physical space-saving Updatability Rapid information location Graphics, sound, color, and animations
can be incorporated to aid users
12.4 continued
Negative side effects: Readability User interface may be confusing On-screen display space may be compromised
The online manual can still offer an alternative in the following areas:
More detailed explanations of error messages, questions, or prompts
Examples of correct input or commands Explanations or definitions of specified terms Lists of allowable commands A display of specified sections or documentation A description of the current values of system parameters Instruction on the use of the system News of interest and user aids
12.4.1 Online manuals
Online manuals are attractive, but may not be optimal: Page layouts may not be easily convertible Image quality may be compromised
Online manuals can be enhanced: Search Indices Tables of contents Figures Electronic bookmarks Annotation Links Automatic history keeping
12.4.1 continued
UNIX man facility is a primitive approach to online manuals
Users must know the command names to find information
These are more suitable for experienced users
Lists of keywords, keystrokes, and menu items can be useful
12.4.2 Online tutorials, demonstrations, and animations
Provide introductory interactive tutorials
Can be effective because the user: Can maintain attention on the terminal Practices the skills needed to use the
system Can work alone at an individual pace
12.4.3 Helpful guides
Guides are sometimes used to help with the manual
As seen with the Windows animated “helpers,” these can often be seen as a nuisance
User initiation, pacing, and user control are considerations of designing anthropomorphic help
12.5 Summary
Paper manuals and online help can determine the success or failure of a software product
Sufficient personnel, money, and time should be assigned to these support materials
They should be tailored user-specifically Online manuals and help are increasingly
attractive as screen resolution, size, and speed increase