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Help and Documentation. Agenda. User Support Requirements Types of doc/help User Support Approaches Presentation issues. User Support. Help Problem-oriented and specific Documentation System-oriented and general. Help & Documentation. Never a replacement for bad design, but essential

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  • User Support Requirements

  • Types of doc/help

  • User Support Approaches

  • Presentation issues

User support
User Support

  • Help

    • Problem-oriented and specific

  • Documentation

    • System-oriented and general

Help documentation
Help & Documentation

  • Never a replacement for bad design, but essential

  • Simple system

  • Most other systems with rich features require help


  • Kebanyakan user tidak suka membaca manual

    • Boring, no goal

    • start working

  • Sering digunakan saat kondisi panik, ketika user membutuhkan bantuan secepatnya

User support requirements
User Support Requirements

  • Ketersediaan

    • Should be available any time the user is operating the system

  • Ketelitian & Kelengkapan

    • Should be accurate (tricky with changing versions) and should cover all aspects of application

User support requirements1
User Support Requirements

  • Konsisten

    • Across different sections, between on-line and paper documentation, in terminology, content and style

  • Ketahanan

    • Should be predictable and free of errors

User support requirements2
User Support Requirements

  • Fleksibilitas

    • Mulai dari user awam sampai yg ahli

  • Unobtrusiveness

    • Tidak mengacaukan

Types of doc help
Types of Doc/Help

  • 1. Tutorial

  • 2. Quick reference/review

  • 3. Reference Manual (Full explanation)

  • 4. Context-sensitive (task-specific) help

Types of doc help1
Types of Doc/Help

  • 1. Tutorial

    • For start-up

    • Gets user going

    • Convey conceptual model

    • Communicate essential items

    • Sometimes see on-line tour or demo


Types of doc help2
Types of Doc/Help

  • 2. Quick reference/review

    • Reminder or short reference

    • Often for syntax

    • Can be recall aid for expert

    • Can allow novice to see what’s available



Types of doc help3
Types of Doc/Help

  • 3. Reference Manual (Full explanation)

    • Detailed command descriptions

    • Usually for experts

    • Unix on-line manual pages, for example


Types of doc help4
Types of Doc/Help

  • 4. Context-sensitive (task-specific) help

    • System provides help on current situation

    • Macintosh balloon help, for example

    • Other examples?

User support approaches
User Support Approaches

  • Command assistance

    • Detil spesifik pada command tertentu, seperti MAN pada linux/unix

    • Bagus jika user tahu apa yg diinginkan

  • Command prompts

    • Message ketika user melakukan kesalahan

User support approaches1
User Support Approaches

  • Context-sensitive help

    • Knowledge of particular user to information pertinent to a particular situation or interface item

User support approaches2
User Support Approaches


  • Takes user through procedure step by step

  • Inflexible, & often slow.

  • Also problematic if user gets stuck

User support approaches3
User Support Approaches

  • On-line tutorials

    • Work through simple examples, provide a feel for application



User support approaches4
User Support Approaches

  • On-line documentation

    • How much like paper doc?

    • Electronic can emphasize hypertext, indexing, and searching more


Advantages of on line help
Advantages of on-line help

  • Always available with the application - paper manuals often unavailable

  • Don’t require extra desk space.

  • Electronically updated – fast & low cost

  • Electronic searching facilitates rapid location of specific information

  • Can use graphics, sound, color, and animations to explain complex functions

  • Can provide interactive & context specific help

  • Links to other on-line resources

Disadvantages of on line help
Disadvantages of on-line help

  • Reading screens always slower than paper

  • Small displays require frequent page turning

  • Display resolution less than printed material (v. important when graphics are used)


  • Paper versus monitor

  • Studies show that people are 15-30% slower reading and comprehending text from a display as compared to paper

Presentation issues
Presentation Issues

  • Integrate with system, don’t “add on”

  • 1. How is help requested?

    • Command, button, function, separate applic

    • Advantages, disadvantages?

  • 2. How is help displayed?

    • Separate window, whole screen, part of screen, on top of applic., pop-up box, command line, highlighted button, light bulb..

    • Largely depends on what type of help it is



Presentation issues1
Presentation Issues

  • 3. Effective presentation of help

    • Design it like any other part of UI: language, terminology, jargon, etc.

    • Use active voice

      • “To close a window, place the mouse cursor in the box at the upper right corner (with the X) and click the mouse button.”

  • 4. Implementation issues

    • Fast response time is important

    • How is help stored? File, database, …?