![](https://d3ilqtpdwi981i.cloudfront.net/tl60asQbDCkINUSagw3rDgSn1FA=/425x550/smart/https://bepress-attached-resources.s3.amazonaws.com/uploads/20/17/6b/20176b64-7d3b-4f70-bc4e-21324e717287/thumbnail_BPFile%20object.jpg)
Presentation
Toward a more accurate view of when and how people seek help with computer applications
Proceedings of SIGDOC 2007
(2007)
Abstract
Based on 40 interviews and 11 on-site workplace observations of people using computer applications at work, we confirm that use of printed and on-line help is very low and find that providing greater detail of categories solution methods can present a more realistic picture of users’ behaviors. Observed study participants encountered a usability problem on average about once every 75 minutes and typically spent about a minute looking for a solution. Participants consumed much more time when they were unaware of a direct way of doing something and instead used less effective methods. Comparison of results from different data-collection methods suggests that interviews, and probably surveys, provide less reliable views of users’ problem-solving behaviors than do participatory evaluation and direct observation.
Keywords
- Documentation,
- usability,
- evaluation
Disciplines
Publication Date
October, 2007
Citation Information
David G. Novick, Edith Elizalde and Nathaniel Bean. "Toward a more accurate view of when and how people seek help with computer applications" Proceedings of SIGDOC 2007 (2007) Available at: http://works.bepress.com/david_novick/16/