abstract

Benefit analysis of user assistance improvements

Authors:

Erika Noll Webb,

Ray Matsil,

Jeff SauroAuthors Info & Claims

CHI EA '11: CHI '11 Extended Abstracts on Human Factors in Computing Systems

Pages 841 - 850

https://doi.org/10.1145/1979742.1979679

Published: 07 May 2011 Publication History

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Abstract

In this paper, we describe a study conducted to examine the impact of changes to our user assistance model in our enterprise software systems. In this study, we examined both a traditional user assistance model, as well as our new user assistance model.

In the traditional user assistance model, users of a general ledger prototype were given inline error messages and access to a PDF version of the help manual from a help icon at the top of the page. In the new user assistance model, error messages appeared in pop-up windows with links to specific areas where users could correct the errors. Fields that needed to be changed were highlighted with a red border and when clicked, a description of the required change would appear. When users needed help, they could select from lists of relevant help topics available at different levels based on where they were working in the system.

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Cited By

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Brezolin CSilveira MSantos CBento Villela MRios da Hora Rodrigues Kde Gois Ribeiro Darin T(2022)Thinking about help systemsProceedings of the 21st Brazilian Symposium on Human Factors in Computing Systems10.1145/3554364.3559116(1-12)Online publication date: 17-Oct-2022
https://dl.acm.org/doi/10.1145/3554364.3559116

Index Terms

Benefit analysis of user assistance improvements
1. Human-centered computing
  1. Human computer interaction (HCI)

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The implementations of user assistance in most commercial computing applications deployed today have a number of well known difficulties and limitations. Speech technology can be used to complement traditional user assistance techniques and mitigate ...

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Published In

CHI EA '11: CHI '11 Extended Abstracts on Human Factors in Computing Systems

May 2011

2554 pages

ISBN:9781450302685

DOI:10.1145/1979742

General Chair:
Desney Tan
Microsoft Research
,
Program Chairs:
Bo Begole
PARC
,
Wendy A. Kellogg
IBM Research

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Association for Computing Machinery

New York, NY, United States

Publication History

Published: 07 May 2011

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CHI '11

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SIGCHI

CHI '11: CHI Conference on Human Factors in Computing Systems

May 7 - 12, 2011

BC, Vancouver, Canada

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Overall Acceptance Rate 6,164 of 23,696 submissions, 26%

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Brezolin CSilveira MSantos CBento Villela MRios da Hora Rodrigues Kde Gois Ribeiro Darin T(2022)Thinking about help systemsProceedings of the 21st Brazilian Symposium on Human Factors in Computing Systems10.1145/3554364.3559116(1-12)Online publication date: 17-Oct-2022
https://dl.acm.org/doi/10.1145/3554364.3559116

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Recommendations

Improvements to a speech-enabled user assistance system based on pilot study results

Implementing a Multimodal Interface to a DITA User Assistance Repository

Extending traditional user assistance systems to support an auditory interface

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