The macro-structure of use of help

Users of help systems often complain that they do not find them useful; while they still use help at least occasionally, they resort to other problem-solving strategies. In this paper, we analyze audiovisual recordings of people using a computer application, to identify (1) transition patterns among problem-solving approaches, and (2) the frequency of these transitions. Our analysis indicates that people switch frequently between consulting help and exploring the interface. Switching between problem-solving approaches appears to be an effective way of succeeding in tasks. Applications and their help systems can be better designed to support users who switch between help and non-help approaches to solving problems. Categories and Subject Descriptors H.5.2 [Information Interfaces and Presentation]: User Interfaces – Evaluation/methodology, training, help, and documentation. General Terms Documentation, Human Factors, Measurement Keywords Help systems, documentation, problem-solving

• Type: Conference
• Year: 2009
• Where: SIGDOC
• Authors: Oscar D. Andrade, Nathaniel Bean, David G. Novick
• Keywords: Document Analysis , Help Systems, Problem-solving Approaches, Problem-solving Strategies, SIGDOC 2009