Chapter 12Printed Manuals, Online Help, and

Tutorials

Ezekiel CuttinoJohn 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

12.3.1 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

12.3.1 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

12.3.2 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

12.3.2 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.

12.3.2 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

12.3.3 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

12.3.4 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

12.4.1 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

12.4.1 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

12.4.2 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

12.4.3 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