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>> Research - Publications - Chapters in Refereed Proceedings - Interface Design

.....Hsiao, E., & Moore, D. R. (2008). Do help systems really help? In C. Crawford et al. (Eds.), Proceedings of Society for Information Technology and Teacher Education International Conference 2008 (pp. 2618-2623). Chesapeake, VA: AACE.

.....Abstract:

.....Current help systems often fail to live up to users' expectations. In an effort to improve these systems, this study interviewed thirteen Ph.D students’ to gain their perspectives. Issue-focused analysis was used to interpret the data. The results indicate that these interviewees often experienced difficulties with help systems. Users often cannot find target information and have difficulty in transferring information from help system to their work area. In addition, most help systems require users to spend time becoming knowledgeable of the system itself. Among the help system formats, most participants preferred videos or interactive animation. Based on their experiences, the interviewees suggested that help systems need to provide categorized information, sensitive search functions, multiple formats, updated information and practical examples. In addition, synchronization between the help system and work area was also recommended. This study offers a deeper look into what users need from help systems.


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