User oriented communication of risks in online help systems

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

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 18 2006 2

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 18 2006 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 risk information in online help systems types of risk information in software documentation four component model Claudia Villiger University of Applied Sciences Hanover May 18 2006 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 user and risk oriented design for online help systems Claudia Villiger University of Applied Sciences Hanover May 18 2006 5

Task orientation in online help systems

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 9241-10 1995) task analysis (cf. Diaper/Stanton/Neville 2004) Claudia Villiger University of Applied Sciences Hanover May 18 2006 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 9241-10 1995) 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 18 2006 8

Online documentation: Example Microsoft Word Claudia Villiger University of Applied Sciences Hanover May 18 2006 9

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 18 2006 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 extensive help (depth, breath) Claudia Villiger University of Applied Sciences Hanover May 18 2006 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 immediate help at work extensive help (depth, breath) Claudia Villiger University of Applied Sciences Hanover May 18 2006 12

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 18 2006 13

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 18 2006 14

Online help system: 'check for macro virus' Successful search Claudia Villiger University of Applied Sciences Hanover May 18 2006 15

Example check for macro virus' Unsuccessful search Claudia Villiger University of Applied Sciences Hanover May 18 2006 16

Example check for macro virus' Unsuccessful search consider user language for indexing Claudia Villiger University of Applied Sciences Hanover May 18 2006 17

Example check for macro viruses' Unsuccessful search Claudia Villiger University of Applied Sciences Hanover May 18 2006 18

Example check for macro viruses' Unsuccessful search consider flexion for indexing Claudia Villiger University of Applied Sciences Hanover May 18 2006 19

Example check for macro viruses' Unsuccessful search Claudia Villiger University of Applied Sciences Hanover May 18 2006 20

Example check for macro viruses' Unsuccessful search consider collocations for indexing Claudia Villiger University of Applied Sciences Hanover May 18 2006 21

Access to information Search tools for online help systems Claudia Villiger University of Applied Sciences Hanover May 18 2006 22

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 18 2006 23

Task orientation and modularisation Hypertext structure Claudia Villiger University of Applied Sciences Hanover May 18 2006 24

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 18 2006 25

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 18 2006 26

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 18 2006 27

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 18 2006 28

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 18 2006 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 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 18 2006 30

Risk information in software documentation

Definition of risk types Example: gas condensing boiler Claudia Villiger University of Applied Sciences Hanover May 18 2006 32

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 18 2006 33

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 18 2006 34

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 18 2006 35

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 18 2006 36

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 18 2006 37

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 18 2006 38

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 18 2006 39

Formulation of procedural instructions Example 'create macro' Desired state: Claudia Villiger University of Applied Sciences Hanover May 18 2006 40

Formulation of procedures Example 'create macro' Desired state: Prerequisite state: Claudia Villiger University of Applied Sciences Hanover May 18 2006 41

Formulation of procedures Example 'create macro' Desired state: Prerequisite state: Interim state: Unwanted state: partially Claudia Villiger University of Applied Sciences Hanover May 18 2006 42

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 18 2006 43

Task and risk oriented design for online help systems

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 18 2006 45

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 18 2006 46

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 18 2006 47

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 18 2006 48

References Carroll, John M./Smith-Kerker, Penny L./Ford, Jim R./Mazur, Sandra A. 1988. The Minima.l Manual. In: Doheny-Farina, Stephen (Hrsg.): Effective documentation: what we have learned from research. Cambridge, Mass. Etc.: MIT Press, 73-102 Diaper, Dan/Stanton, Neville (Hrsg.). 2004. The Handbook of Task Analysis for Human-Computer Interaction. London: Erlbaum Duffy, Thomas M./ Palmer, James E./Mehlenbacher, Brad. 1992. Online help: design and evaluation. Norwood, NJ: Ablex DIN EN ISO 9241-10.1995. Ergonomic requirements for office work with visual display terminals (VDTs) - Part 10: Dialogue principles (ISO 9241-10 : 1995). Hazard Communication Systems, LLC. 2002. Providing Saftey Labels for Worldwide Markets. http:///www.hazcomsys.com/ [cited 2006-05-14] Claudia Villiger University of Applied Sciences Hanover May 18 2006 49

References Jakobs, Eva-Maria/Villiger, Claudia. 1999. 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, 211-228. Nielsen, Jakob. 1996. In defense of print. Alertbox for February 1996. http://www.useit.com//alertbox/9602.html. [cited 2006-05-14] Purchase, Helen C./Worrill, Joshua. 2002. An empirical study of on-line help design: features and principles. In: International Journal of Human-Computer Studies 2002/56, 539-567 Rothkegel, Annely/Villiger, Claudia. 2005. Modellierung von Risikowissen und multilinguale Textproduktion. In: Braun, Sabine/Kohn, Kurt (Hrsg.): Sprache[n] in der Wissensgesellschaft. Frankfurt am Main etc.: Peter Lang, 205-212. Rothkegel, Annely. 2002. NORMA Nutzerorientiertes Risikomanagement in der Technischen Kommunikation. Konzept eines Autorensystems. In: SDV Sprache und Datenverarbeitung, Jg. 26, Heft 2, 57 80 Claudia Villiger University of Applied Sciences Hanover May 18 2006 50

References Schmitt, Peter A. 1999. Translation und Technik. Tübingen: Stauffenburg, 88-90. Steehouder, Michael.1994. 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, 131-143 Storrer, Angelika. 1999. 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, 33-66. 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 18 2006 51

Manual and online help systems Wolf GmbH. 2004. Service Manual. Gas condensing boilers. http://www.wolfheiztechnik.de/wolfshop/bilder/pdf/3044826_0704.pdf [cited 2006-05-14] Claudia Villiger University of Applied Sciences Hanover May 18 2006 52