Computer/Human InteractionLecture 36Overview:User DocumentationDesigning DocumentationActive LearningInformation in the InterfaceSocially Mediated DocumentationUser DocumentationAny stored information about how to use systemReference manuals, on-line help, tutorialsForum archives, FAQs, wikisUsually a diverse set of on-line and paper documentsDocumentation ChallengeHow to support all documentation needsNovices, first-time users also need to know why as well as how; hardest to designRegular users need reminders, new task proceduresExperts need most efficient procedureDesigning DocumentationDocumentation should be designed in parallel with interface design as part of the interactive processNeed to know which tasks most people will want to know about most of the timeDocumentation and SBDDevelop scenarios and usability specifications that center on learning concernsE.g., elaborate scenarios to consider what happens if a user doesn't know what to do, or makes a mistakeE.g. write sample users guides and test them in a controlled experimentActive LearningMany novices attempt learning by doingTend not to follow step-by-step instructionsTend not to plan and analyze actionsTry to use prior knowledge even if not applicableOften make errors and trying to correct them makes things worseEspecially true of problem domain experts with genuine goalsActive User ParadoxesAssimilation ParadoxPeople interpret new situations in terms of what they already know, but learning new tasks require going beyond what is knownProduction ParadoxPeople want to get something done, but first must spend time learning how to get something doneChallenge is to exploit these tendencies into positivesSystematic DocumentationComprehensive hierarchical task decompositionIdentifies step by step instructions; gives designer's mental model of how things should workEach concept is introduce, practiced, and explainedPrerequisite knowledge is incorporated into documentsLevel of detail can be out of context or not match user's taskMinimalist InstructionAttempt to make documentation interactiveEmbed training in realistic tasksAllow users to get started fast without reading muchRely on users to think and improvise based on previous experienceAnticipate and manage errorsRequires much more study of users than just describing how software worksUsers may be confused by the incomplete and open nature of the documentationExamples of MinimalismTask-oriented, but deliberatively incomplete manualsBlocking exotic or expert functionality from novicesGuided exploration cards that suggest interesting tasksScaffolding - walk through complex process using one overall example; e.g., SBD and the case studyIntelligent Help & TrainingAdaptive instructionModel and track knowledge held by usersPresent new problems and activities that expand knowledgeSome success with math, programmingContext-sensitive helpRecognize what user is trying to doSoftware agents not very successful for general applications. E.g. MS “Clippy”Wizards work well on scripted tasksOn-line or Paper?On-line documentation is ubiquitous and most software does not come with paper manuals; much cheaper for disseminationLarge market of third-party booksAdvantages of paper?Disadvantages of paper?Information in the InterfaceEmbed instruction and information directly in interface. E.g. walk-up-and-use system like an ATM.System messages: balance specificity and task relevance with length and complexity. E.g. “Error #2” vs. “Out of memory, shutting down program X”Layering information: allow users who want to know to get more informationTooltips can be useful if not repeating what is in interfaceSocially Mediated DocumentationDocumentation produced by social groupsUsers' groups, technical forumsFAQs, Wiki'sKey issues isWho organizes and maintains this documentationHow to determine the validity of