Chapter 12 Printed Manuals, Online Help, and Tutorials Ezekiel Cuttino John 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

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

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

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

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.

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

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

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

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

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

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

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