User oriented communication of risks in online help systems
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1 User oriented communication of risks in online help systems Claudia Villiger University of Applied Sciences Hanover Encompassing the Instructive Text Aarhus School of Business Thursday 18 May 2006
2 User oriented communication of risks in online help systems: Overview Aim: user and risk oriented design for online help systems Claudia Villiger University of Applied Sciences Hanover May
3 User oriented communication of risks in online help systems: Overview Aim: user and risk oriented design for online help systems task orientation in online help systems function of online help systems in online documentation features of task oriented online help systems Claudia Villiger University of Applied Sciences Hanover May
4 User oriented communication of risks in online help systems: Overview Aim: user and risk oriented design for online help systems task orientation in online help systems function of online help systems in online documentation features of task oriented online help systems risk information in online help systems types of risk information in software documentation four component model Claudia Villiger University of Applied Sciences Hanover May
5 User oriented communication of risks in online help systems: Overview Aim: user and risk oriented design for online help systems task orientation in online help systems function of online help systems in online documentation features of task oriented online help systems risk information in online help systems types of risk information in software documentation four component model user and risk oriented design for online help systems Claudia Villiger University of Applied Sciences Hanover May
6 Task orientation in online help systems
7 Task orientation Approach technical communication minimal documentation (cf. Carroll et al. 1988; Duffy/Palmer/Mehlenbach 1992; van der Meij 1992) task orientation in standards (cf. EN ISO ) task analysis (cf. Diaper/Stanton/Neville 2004) Claudia Villiger University of Applied Sciences Hanover May
8 Task orientation Approach technical communication minimal documentation (cf. Carroll et al. 1988; Duffy/Palmer/Mehlenbach 1992; van der Meij 1992) task orientation in standards (cf. EN ISO ) task analysis (cf. Diaper/Stanton/Neville 2004) linguistics speech act theoretic approach to task orientation (cf. Rothkegel 2002) task oriented strategic model for the design of online help texts (cf. Villiger 2002) Claudia Villiger University of Applied Sciences Hanover May
9 Online documentation: Example Microsoft Word Claudia Villiger University of Applied Sciences Hanover May
10 Function of online help systems Online documentation system messages error messages tooltips embedded help online help system tutorial and update information online manual and read me Claudia Villiger University of Applied Sciences Hanover May
11 Function of online help systems Online documentation system messages error messages tooltips embedded help online help system tutorial and update information online manual and read me extensive help (depth, breath) Claudia Villiger University of Applied Sciences Hanover May
12 Function of online help systems Online documentation system messages error messages tooltips embedded help online help system tutorial and update information online manual and read me immediate help at work extensive help (depth, breath) Claudia Villiger University of Applied Sciences Hanover May
13 Function of online help systems User perspective users do not find the information they need (cf. Steehouder 1994; Wagner 1997; Jakobs/Villiger 1999) Claudia Villiger University of Applied Sciences Hanover May
14 Function of online help systems User perspective users do not find the information they need (cf. Steehouder 1994; Wagner 1997; Jakobs/Villiger 1999) users very rarely make use of online help systems (cf. Nielsen 1996) users prefer print documentation (cf. Purchase/Worrill 2002) Claudia Villiger University of Applied Sciences Hanover May
15 Online help system: 'check for macro virus' Successful search Claudia Villiger University of Applied Sciences Hanover May
16 Example check for macro virus' Unsuccessful search Claudia Villiger University of Applied Sciences Hanover May
17 Example check for macro virus' Unsuccessful search consider user language for indexing Claudia Villiger University of Applied Sciences Hanover May
18 Example check for macro viruses' Unsuccessful search Claudia Villiger University of Applied Sciences Hanover May
19 Example check for macro viruses' Unsuccessful search consider flexion for indexing Claudia Villiger University of Applied Sciences Hanover May
20 Example check for macro viruses' Unsuccessful search Claudia Villiger University of Applied Sciences Hanover May
21 Example check for macro viruses' Unsuccessful search consider collocations for indexing Claudia Villiger University of Applied Sciences Hanover May
22 Access to information Search tools for online help systems Claudia Villiger University of Applied Sciences Hanover May
23 Task orientation and modularisation Hypertext node/ online help text modularisation according to tasks (Villiger 2002) at most three links (Duffy/Palmer/Mehlenbach 1992, 31) realized by various types of hypertext structure (Storrer 1999) link Claudia Villiger University of Applied Sciences Hanover May
24 Task orientation and modularisation Hypertext structure Claudia Villiger University of Applied Sciences Hanover May
25 Task orientation and modularisation Example 'check for macro viruses' 14 major tasks in MS Word online help system Claudia Villiger University of Applied Sciences Hanover May
26 Task orientation and modularisation Example 'check for macro viruses' 14 major tasks in MS Word online help system sub task 'security' in MS Word online help system Claudia Villiger University of Applied Sciences Hanover May
27 Task orientation and modularisation Example 'check for macro viruses' sub task 'viruses' in content of MS Word online help system Claudia Villiger University of Applied Sciences Hanover May
28 Task orientation and modularisation Example 'check for macro viruses' sub task 'viruses' in content of MS Word online help system sub task 'macros' in content of MS Word online help system Claudia Villiger University of Applied Sciences Hanover May
29 Demands on task orientation in online help systems modularisation of information units according to tasks of user simple task: e.g. one online help text in hypertext net complex task: e.g. several texts in hypertext grid Claudia Villiger University of Applied Sciences Hanover May
30 Demands on task orientation in online help systems modularisation of information units according to tasks of user simple task: e.g. one online help text in hypertext net complex task: e.g. several texts in hypertext grid search tools task oriented indexing consider user language consider flexion consider collocations for indexing provide various search tools Claudia Villiger University of Applied Sciences Hanover May
31 Risk information in software documentation
32 Definition of risk types Example: gas condensing boiler Claudia Villiger University of Applied Sciences Hanover May
33 Risk types according to the American National Standard Institute (ANSI Z535.4) DANGER WARNING CAUTION... imminently hazardous situation which, if not avoided, will result in death or serious injury Potentially hazardous situation which, if not avoided, could result in death or serious injury potentially hazardous situation which, if not avoided, may result in minor or moderate injury. It may also be used to alert against unsafe practices. Claudia Villiger University of Applied Sciences Hanover May
34 Risk types for the software domain Graduation graduation of risks differs with respect to domains (cf. Villiger 2003; Rothkegel/Villiger 2005) Risks that cause damage to your own computer or to the computer of others. NOTICE Risks that disrupt functionality of the software. Risks that could lead to a decline in operating convenience, affect the functionality of the software, or disturb the efficiency of the work with the software. IMPORTANT Claudia Villiger University of Applied Sciences Hanover May
35 Risk types for the software domain Signal words CAUTION/ WARNING IMPORTANT NOTICE Risks that cause damage to your own computer or to the computer of others. NOTICE Risks that disrupt functionality of the software. Risks that could lead to a decline in operating convenience, affect the functionality of the software, or disturb the efficiency of the work with the software. IMPORTANT Claudia Villiger University of Applied Sciences Hanover May
36 Modularisation and presentation of risk information Placement presentation of risk information close to the actions or states that evoke the respective risk (Rothkegel 2002; Steehouder/van der Meij 2005) Claudia Villiger University of Applied Sciences Hanover May
37 Modularisation and presentation of risk information Linking presentation of risk information close to the actions or states that evoke the respective risk (Rothkegel 2002; Steehouder/van der Meij 2005) linking: consider topics with risk information Claudia Villiger University of Applied Sciences Hanover May
38 Formulation of procedural instructions Four Components Model: states Four Components Model (Steehouder/van der Meij 2005, 797) Desired state: Prerequisite state: Interim state: Unwanted state: The goal presented to the user The condition for moving toward the desired state The intermediate state or sub goal The to-be-avoided states (e.g., errors, malfunctions) Claudia Villiger University of Applied Sciences Hanover May
39 Formulation of procedural instructions Four Components Model: actions Desired state: Prerequisite state: Interim state: Unwanted state: Human actions: System actions: External actions: The goal presented to the user The condition for moving toward the desired state The intermediate state or sub goal The to-be-avoided states (e.g., errors, malfunctions) The actions taken by the user The responses of the system The events or actions from outside (e.g., power shortage) that may affect the system Claudia Villiger University of Applied Sciences Hanover May
40 Formulation of procedural instructions Example 'create macro' Desired state: Claudia Villiger University of Applied Sciences Hanover May
41 Formulation of procedures Example 'create macro' Desired state: Prerequisite state: Claudia Villiger University of Applied Sciences Hanover May
42 Formulation of procedures Example 'create macro' Desired state: Prerequisite state: Interim state: Unwanted state: partially Claudia Villiger University of Applied Sciences Hanover May
43 Formulation of procedures Example 'create macro' Desired state: Prerequisite state: Interim state: Unwanted state: partially Human actions: partially System actions: partially External actions: partially Claudia Villiger University of Applied Sciences Hanover May
44 Task and risk oriented design for online help systems
45 Task and risk oriented design for online help systems Task orientation: task analysis analysis of tasks leads to sets of procedural information task analysis provides appropriate index entries (search tools) clear distinction of procedural and declarative information (e.g. heading, usage of imperative) task oriented formulation of procedures Claudia Villiger University of Applied Sciences Hanover May
46 Task and risk oriented design for online help systems Task orientation: hypertext structure analysis of tasks leads to sets of procedural information task analysis provides appropriate index entries (search tools) clear distinction of procedural and declarative information (e.g. heading, usage of imperative) task oriented formulation of procedures hypertext structure differentiation of simple tasks and complex tasks declarative information is linked with procedural information Claudia Villiger University of Applied Sciences Hanover May
47 Task and risk oriented design for online help systems Risk orientation risk oriented task analysis provides all risks relevant to a specific procedure online help texts that describe risks are linked with all online help texts that are relevant to the specific risk risk information is presented with corresponding procedural information indication of risk information (2-3 risk types) with signal words Claudia Villiger University of Applied Sciences Hanover May
48 Task and risk oriented design for online help systems Modular text production modular production of documentation results in reusable units expansion of online help texts tutorial online manual better identification of reusable units product update, similar tasks in various types of product better results for the application of Translation Memory Systems Claudia Villiger University of Applied Sciences Hanover May
49 References Carroll, John M./Smith-Kerker, Penny L./Ford, Jim R./Mazur, Sandra A The Minima.l Manual. In: Doheny-Farina, Stephen (Hrsg.): Effective documentation: what we have learned from research. Cambridge, Mass. Etc.: MIT Press, Diaper, Dan/Stanton, Neville (Hrsg.) The Handbook of Task Analysis for Human-Computer Interaction. London: Erlbaum Duffy, Thomas M./ Palmer, James E./Mehlenbacher, Brad Online help: design and evaluation. Norwood, NJ: Ablex DIN EN ISO Ergonomic requirements for office work with visual display terminals (VDTs) - Part 10: Dialogue principles (ISO : 1995). Hazard Communication Systems, LLC Providing Saftey Labels for Worldwide Markets. [cited ] Claudia Villiger University of Applied Sciences Hanover May
50 References Jakobs, Eva-Maria/Villiger, Claudia Das versteht kein Mensch.... Verständliche Gestaltung von Hilfesystemen für Softwareprogramme. In: Textproduktion. HyperText, Text, KonText. Jakobs, Eva-Maria/ Knorr, Dagmar/Pogner, Karl-Heinz (eds.). Frankfurt a. M. etc.: Lang, Nielsen, Jakob In defense of print. Alertbox for February [cited ] Purchase, Helen C./Worrill, Joshua An empirical study of on-line help design: features and principles. In: International Journal of Human-Computer Studies 2002/56, Rothkegel, Annely/Villiger, Claudia Modellierung von Risikowissen und multilinguale Textproduktion. In: Braun, Sabine/Kohn, Kurt (Hrsg.): Sprache[n] in der Wissensgesellschaft. Frankfurt am Main etc.: Peter Lang, Rothkegel, Annely NORMA Nutzerorientiertes Risikomanagement in der Technischen Kommunikation. Konzept eines Autorensystems. In: SDV Sprache und Datenverarbeitung, Jg. 26, Heft 2, Claudia Villiger University of Applied Sciences Hanover May
51 References Schmitt, Peter A Translation und Technik. Tübingen: Stauffenburg, Steehouder, Michael The quality of access: helping users find information in documentation. In: Steehouder, Michael/Jansen, Carl/van der Poort, Pieter (Hrsg.): Quality of technical communication. Amsterdam/Atlanta: Rodopi, Storrer, Angelika Kohärenz in Text und Hypertext. In: Text im digitalen Medium. Linguistische Aspekte von Textdesign, Texttechnologie und Hypertext Engineering. Henning Lobin (ed.). Opladen/Wiesbaden: Westdeutscher Verlag, Villiger, Claudia (2002). Vom Paragraf zum Hypertext Strategien der globalen Textorganisation in Online- Hilfetexten der Softwaredokumentation. Göttingen: Cuvillier Wagner, Jörg. 1997: Miß- und Nichtverstehen als Ursachen mißlingender Men-Computer-Interaktion. Der Computer als cognitive load beim Schreiben. In: Jakobs, Eva- Mara/Knorr, Dagmar (Hrsg.): Schreiben in den Wissenschaften. Frankfurt a. M.: Peter Lang. Claudia Villiger University of Applied Sciences Hanover May
52 Manual and online help systems Wolf GmbH Service Manual. Gas condensing boilers. [cited ] Claudia Villiger University of Applied Sciences Hanover May
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