1. Help and Documentation CSCI324, IACT403, IACT 931, MCS9324 Human Computer Interfaces

2. Overview Users require different types of support at different times but all user support should fulfil some basic requirements. Users require different types of support at different times but all user support should fulfil some basic requirements. Implementation and presentation both need to be considered in designing user support. Implementation and presentation both need to be considered in designing user support. Types of user support Types of user support quick reference quick reference task specific help (context sensitive) task specific help (context sensitive) full explanation full explanation tutorial tutorial

3. Overview These may be provided by help and/or documentation These may be provided by help and/or documentation help help problem-oriented and specific problem-oriented and specific documentation documentation system-oriented and general system-oriented and general The same design principles apply to both The same design principles apply to both

4. Requirements Availability Availability continuous access concurrent to main application. continuous access concurrent to main application. Accuracy and completeness Accuracy and completeness help matches actual system behaviour and covers all aspects of system behaviour. help matches actual system behaviour and covers all aspects of system behaviour. Consistency Consistency different parts of the help system and any paper documentation are consistent in content, terminology and presentation. different parts of the help system and any paper documentation are consistent in content, terminology and presentation.

5. Requirements Robustness Robustness correct error handling and predictable behaviour. correct error handling and predictable behaviour. Flexibility Flexibility allows user to interact in a way appropriate to experience and task. allows user to interact in a way appropriate to experience and task. Unobtrusiveness Unobtrusiveness does not prevent the user continuing with work nor interfere with application does not prevent the user continuing with work nor interfere with application

6. Approaches to user support Command assistance Command assistance User requests help on particular command. User requests help on particular command. e.g., UNIX man, DOS help. e.g., UNIX man, DOS help. Good for quick reference. Good for quick reference. Assumes user know what to look for. Assumes user know what to look for. Command prompts Command prompts Provide information about correct usage when an error occurs. Provide information about correct usage when an error occurs. Good for simple syntactic errors. Good for simple syntactic errors. Also assumes knowledge of the command. Also assumes knowledge of the command.

7. Approaches to user support Context sensitive help Context sensitive help Help request interpreted according to context in which it occurs. Help request interpreted according to context in which it occurs. e.g., Spy, Balloons Help. e.g., Spy, Balloons Help. On-line tutorials On-line tutorials User works through basics of application in a test environment. User works through basics of application in a test environment. Can be useful but are often inflexible. Can be useful but are often inflexible. On-line documentation On-line documentation Paper documentation is made available on computer. Paper documentation is made available on computer. Continually available in common medium but can be difficult to browse. Continually available in common medium but can be difficult to browse. Hypertext used to support browsing Hypertext used to support browsing

8. Intelligent Help Use knowledge of the individual user, task, domain and instruction to provide help adapted to user's needs. Use knowledge of the individual user, task, domain and instruction to provide help adapted to user's needs. Problems Problems knowledge requirements considerable knowledge requirements considerable who has control of the interaction? who has control of the interaction? what should be adapted? what should be adapted? what is the scope of the adaptation? what is the scope of the adaptation?

9. Knowledge representation User modelling User modelling All help systems have a model of the user All help systems have a model of the user single, generic user (non-intelligent) single, generic user (non-intelligent) user- configured model (adaptable) user- configured model (adaptable) system-configure model (adaptive) system-configure model (adaptive) Approaches Approaches quantification quantification user moves between levels of expertise based on quantitative measure of what he knows. user moves between levels of expertise based on quantitative measure of what he knows. stereotypes stereotypes user is classified into a particular category. user is classified into a particular category. overlay overlay an idealised model of expert use is constructed and actual use compared to it. Model may contain the commonality between these two or the difference. an idealised model of expert use is constructed and actual use compared to it. Model may contain the commonality between these two or the difference. Special case: user behaviour compared to known error catalogue (UT) Special case: user behaviour compared to known error catalogue (UT)

10. Knowledge representation Domain and task modelling Domain and task modelling Covers Covers common errors and tasks common errors and tasks current task current task Usually involves analysis of command sequences. Usually involves analysis of command sequences. Problems Problems representing tasks representing tasks interleaved tasks interleaved tasks user intention (AT) user intention (AT)

11. Knowledge representation Advisory strategy Advisory strategy Involves choosing the correct style of advice for a given situation. E.g. reminder, tutorial, etc. Involves choosing the correct style of advice for a given situation. E.g. reminder, tutorial, etc. Few intelligent help systems model advisory strategy but choice of strategy is still important Few intelligent help systems model advisory strategy but choice of strategy is still important

12. Knowledge representation Techniques for knowledge representation Techniques for knowledge representation rule based rule based knowledge presented as rules and facts interpreted using inference mechanism. E.g. logic, production rules. Can be used in relatively large domains. knowledge presented as rules and facts interpreted using inference mechanism. E.g. logic, production rules. Can be used in relatively large domains. frame based frame based knowledge stored in structures, each having slots which can be filled. Useful for a small domain. knowledge stored in structures, each having slots which can be filled. Useful for a small domain. network based network based knowledge represented as relationships between facts. E.g. semantic network. Can be used to link frames. knowledge represented as relationships between facts. E.g. semantic network. Can be used to link frames. example based example based knowledge represented implicitly within decision structure. Trained to classify rather than programmed with rules. Requires little knowledge acquisition knowledge represented implicitly within decision structure. Trained to classify rather than programmed with rules. Requires little knowledge acquisition

13. Knowledge representation Problems with intelligent help systems Problems with intelligent help systems knowledge acquisition knowledge acquisition resources resources interpretation of user behaviour interpretation of user behaviour

14. Issues in intelligent help systems initiative initiative does the user retain control or can the system direct the interaction? Can the system interrupt the user to offer help? does the user retain control or can the system direct the interaction? Can the system interrupt the user to offer help? effect effect what is going to be adapted and what information is needed to do this? Only model what is needed. what is going to be adapted and what information is needed to do this? Only model what is needed. scope scope is modelling at application or system level? Latter more complex. E.g. expertise varies between applications is modelling at application or system level? Latter more complex. E.g. expertise varies between applications

15. Designing user support User support is not an ‘add on’ User support is not an ‘add on’ it should be designed integrally with the system. it should be designed integrally with the system. Should concentrate on content and context of help rather than technological issues. **** Should concentrate on content and context of help rather than technological issues. **** Presentation issues Presentation issues How is help requested? How is help requested? command command button button function (on/off) function (on/off) separate application separate application

16. Designing user support How is help displayed? How is help displayed? new window new window whole screen whole screen split screen split screen pop-up boxes pop-up boxes hint icons hint icons

17. Designing user support Effective presentation requires Effective presentation requires clear, familiar, consistent language clear, familiar, consistent language instructional rather than descriptive instructional rather than descriptive language language avoidance of blocks of text avoidance of blocks of text clear indication of summary and example information clear indication of summary and example information

18. Designing user support Implementation issues Implementation issues Is help Is help operating system command operating system command meta command meta command application application What resources are available? What resources are available? screen space screen space memory capacity memory capacity speed speed

19. Designing user support Implementation issues Implementation issues Structure of help data Structure of help data single file single file file hierarchy file hierarchy database database Considerations Considerations flexibility and extensibility flexibility and extensibility hard copy hard copy browsing browsing

20. Mandel’s rules for the user interface designer Give users control of the Interface Give users control of the Interface Reduce users’ memory load Reduce users’ memory load Make the Interface consistent Make the Interface consistent

21. Principles to give the user control Use modes judiciously Use modes judiciously Let users use keyboard or mouse (flexibility) Let users use keyboard or mouse (flexibility) Let users change focus (interuptible) Let users change focus (interuptible) Display descriptive messages & text (helpful) Display descriptive messages & text (helpful) Provide immediate & reversible actions and feedback (forgiving) Provide immediate & reversible actions and feedback (forgiving) Provide meaningful paths & exits (navigable) Provide meaningful paths & exits (navigable) Cater for different skill levels (accessible) Cater for different skill levels (accessible) Make the interface transparent (facillitative) Make the interface transparent (facillitative) Let users personalise the Interface Let users personalise the Interface Let users directly manipulate Interface objects Let users directly manipulate Interface objects

22. Principles to reduce memory load Relieve short term memory (remember) Relieve short term memory (remember) Rely on recognition, not recall Rely on recognition, not recall Provide visual clues (inform) Provide visual clues (inform) Provide defaults, undo and redo (forgiving) Provide defaults, undo and redo (forgiving) Provide interface shortcuts (frequency) Provide interface shortcuts (frequency) Promote an object-action syntax (intuitive) Promote an object-action syntax (intuitive) Use real world Metaphors Use real world Metaphors Use progressive disclosure (context) Use progressive disclosure (context) Promote visual clarity (organise) Promote visual clarity (organise)

23. Principles for consistency Sustain the context of users’ tasks (continuity) Sustain the context of users’ tasks (continuity) Maintain consistency within & across products (experience) Maintain consistency within & across products (experience) Keep interaction results the same (expectations) Keep interaction results the same (expectations) Provide aesthetic appeal and integrity (attitude) Provide aesthetic appeal and integrity (attitude) Encourage exploration (predictability) Encourage exploration (predictability)