Printed Manuals, Online Help, and Tutorials
Introduction
All users of interactive computer systems require some training. Many
users learn from another person who knows the system, but training materials
are often necessary. Traditional printed manuals are sometimes poorly written,
but this medium can be effective and convenient if prepared properly (Price,
1984; Brockmann, 1990). Online help, manuals, and tutorials that use the
same interactive system to provide training, reference, and reminders about
specific features and syntax have become expected components of most systems.
In fact, as display devices appear in cars, cameras, VCRs, and elsewhere,
ubiquitous help should be the norm.
Learning anything new is a challenge. Although challenge can be joyous and
satisfying, when it comes to learning about computer systems, many people
experience anxiety, frustration, and disappointment. Much of the difficulty
flows directly from the poor design of the menus, displays, or instructions
that lead to error conditions, or simply from the inability of users to
know what to do next.
Even though increasing attention is being paid to improving user-interface
design, the complexity of online systems grows. There will always be a need
for supplemental materials that aid users, in both paper and online form.
There are many forms of paper user manuals:
· Brief getting-started notes to enable eager users
to try out features
· Novice user introduction to explain common features
· Thorough tutorial that covers typical and advanced tasks
· Quick reference card with a concise presentation
of the syntax
· Conversion manual that teaches the features of the
current system to users who are knowledgeable about some other system
· Detailed reference manual with all features covered
There is also a variety of online materials:
· Online user manual: An electronic version of the
traditional user manual. The simple conversion to electronic form may make
the text more readily available but more difficult to read and absorb.
· Online help facility: The most common form of online
help is a list of article titles (possibly searchable for keywords) and
an index of terms that lead to articles.
· Online tutorial: This potentially appealing and innovative
approach uses the electronic medium to teach the novice user by showing
simulations of the working system, by displaying attractive animations,
and by engaging the user in interactive sessions.
· Online demonstration: Potential users who want an overview
of the software can benefit from an online demonstration that gives them
a guided tour through the use of the software.
Duffy et al. (1992) classify paper and online materials by user's goals:
User's Goal Medium of Delivery
Paper Online
I want to buy it sales brochure demonstration program
fact sheet
I want to learn it tutorial manual guided tour
I want to use it user's manual online help
online document
Other forms of instruction or information acquisition include classroom
instruction, personal training and assistance, telephone consultation, videotapes,
instructional films, and audio tapes. These forms are not discussed here,
but many of the same instructional design principles apply.
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Last Updated:
11 December 2002
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