Developing Performance Support for Computer Systems

by Williams; James R.

• ISBN13: 9780415326407
• ISBN10: 0415326400
• Format: Hardcover
• Copyright: 2004-05-24
• Publisher: CRC Press

Summary

Developing Performance Support for Computer Systems: A Strategy for Maximizing Usability and Learnability offers a strategy for engendering ease-of-use and ease-of-learning of computer systems by applying an integrated performance support approach. Performance support includes documentation, online help, coaches and wizards, training, and materials necessary to enable system users to efficiently and effectively perform their jobs. This book provides detailed planning, design, and development guidance for designers, developers, and managers responsible for developing performance support for new and revised computer systems. The text provides how-to guidance throughout that developers can apply directly to the design of their performance support products.

Author Biography

James R. Williams: Synergetic Applications Bloomsbury, NJ

Table of Contents

Preface	ix
Acknowledgments	xi
CHAPTER ONE Introduction	1	(18)
Why Performance Support?	1	(3)
Usability	2	(1)
Learnability	3	(1)
What is Performance Support?	4	(2)
Design approach	6	(3)
Types of Performance Support	9	(6)
Documentation	9	(1)
Online Help	10	(1)
Performance Aids	11	(1)
Coaches, Advisors and Wizards	11	(1)
Instruction	12	(1)
Performance Support System (PSS)	13	(2)
Performance Support System Model	15	(1)
How to Use This Book	16	(2)
References	18	(1)
CHAPTER TWO Design Environments and Strategies	19	(8)
Introduction	19	(1)
Ideal Environment	19	(3)
Impact	19	(1)
Strategies	20	(2)
Typical Environment	22	(2)
Impact	22	(1)
Strategies	22	(2)
Late Involvement Environment	24	(2)
Impact	24	(1)
Strategies	25	(1)
References	26	(1)
CHAPTER THREE Project Planning	27	(26)
Introduction	27	(1)
Planning Environment	27	(2)
Software Development Environment	27	(1)
Centralized Performance Support Development Environment	28	(1)
Separate Performance Support Development Organizations	29	(1)
Estimation Factors and Impacts	29	(6)
Steps in Cost Estimation	29	(6)
Estimation Approaches	35	(1)
Planning Methodology and Tools	35	(6)
Methodology	36	(1)
Personnel Requirements - Design Team	37	(1)
Personnel Requirements - Product Developers	38	(1)
Tools	39	(2)
Sample Plan for Performance Support Projects	41	(6)
Planning for Electronic Performance Support Products	47	(4)
Planning Phase	48	(1)
Requirements Phase	48	(1)
Design Phase	49	(1)
Development Phase	49	(1)
Developmental (Alpha) Test Phase	49	(1)
Usability Test Phase	50	(1)
Beta Test Phase	50	(1)
Production Test Phase	50	(1)
References	51	(2)
CHAPTER FOUR Needs Assessment and Task Analysis	53	(52)
Introduction	53	(1)
Development Environment Constraints	54	(1)
Limited to Existing Data	55	(1)
Limited Access to Using Organizations	55	(1)
Limited Access to Users	55	(1)
Limited Impact on Data Collection Planning	55	(1)
Needs Assessment Methods	55	(22)
Identifying Target Population	56	(1)
Determining Current Deficiencies	57	(12)
Determining User and Management Needs	69	(3)
Developing Usability Objectives	72	(3)
Needs Assessment Reporting	75	(2)
Task Analysis for Performance Support	77	(27)
Analyzing and Describing Current Performance	77	(7)
Designing New Performance	84	(17)
Task Characteristics	101	(1)
Potential Performance Support Solutions	101	(1)
Sample Task Analysis Report Template	101	(2)
Needs Assessment and Task Analysis Data Checklist	103	(1)
References	104	(1)
CHAPTER FIVE Matching Performance Support Methods to Task Requirements	105	(24)
Introduction	105	(1)
Determining Skill and Knowledge Requirements	105	(17)
Defining Skill	106	(2)
Defining Knowledge	108	(1)
Process Related Knowledge	108	(3)
Environment Related Knowledge	111	(3)
What Must Be Done before Skill and Knowledge Derivation?	114	(1)
Assumptions	115	(1)
Skill and Knowledge Derivation Process	116	(6)
Performance Support Considerations and Alternatives	122	(3)
Techniques for Enabling Immediate Performance	122	(1)
Techniques for Enabling Learning	123	(2)
Performance Support Selection Aid	125	(3)
References	128	(1)
CHAPTER SIX General Design Guidance	129	(66)
Introduction	129	(1)
User Considerations	129	(11)
Physical Aspects	129	(2)
Information Processing Capability	131	(1)
Perceptual Characteristics	132	(5)
Individual Differences	137	(3)
Information Presentation	140	(14)
Categories of Information Presentation	140	(1)
Task/Information Use Dependencies	141	(1)
Steps for Determining Information Requirements	141	(1)
Data Forms	142	(12)
Layout and Structuring Consideration	154	(7)
Display Density	154	(1)
Complexity	154	(1)
Grouping	154	(1)
Arranging Information	155	(3)
Windows	158	(1)
Labeling	158	(1)
Text Presentation	158	(2)
Aesthetic Factors	160	(1)
General Layout Guidelines	160	(1)
Media Selection	161	(10)
Use of Color	171	(9)
Color Definitions	171	(1)
Color and Information	172	(1)
Choosing Colors to Display	172	(8)
Icons	180	(4)
Icons for Informational Purposes	181	(1)
Icons for Navigation and Media Control	181	(3)
Accessibility	184	(6)
Input and Outputs	185	(1)
User Preferences	185	(1)
Object Descriptions	185	(1)
Presentation	186	(1)
Color	187	(1)
Accessibility Features	187	(1)
User Control	188	(1)
Online Documentation and Help	189	(1)
Internationalization	190	(1)
References	190	(5)
CHAPTER SEVEN Developing Performance Support Products	195	(88)
Introduction	195	(1)
Documentation	195	(13)
Development Approach	196	(4)
Developing Deliverable Documents	200	(3)
Guidelines	203	(5)
Performance Aids	208	(9)
Development Approach	209	(6)
Guidelines	215	(2)
Online Help	217	(21)
Development Approach	218	(14)
Guidelines	232	(6)
Coaches, Advisors and Wizards	238	(9)
Coaches	238	(1)
Advisors	239	(1)
Wizards	239	(1)
Development Approach	240	(6)
Guidelines	246	(1)
Instruction	247	(18)
Development Approach	248	(14)
Guidelines	262	(3)
Electronic Performance Support	265	(12)
Development Approach	265	(10)
Guidelines	275	(2)
Iterative Approach to Electronic Performance Support	277	(3)
Moving Performance Support Products Online	278	(1)
Restructuring Existing Performance Support Products	278	(1)
Revamping the Online Help System into an Integrator	278	(1)
Testing the Integrated System	279	(1)
Adding New Performance Support Components	279	(1)
References	280	(3)
CHAPTER EIGHT Testing Performance Support Products	283	(34)
Introduction	283	(2)
Evaluation Methods	283	(2)
When to Test	285	(1)
Test Planning	286	(2)
Test Cases (Alpha, Usability and Product Tests)	286	(1)
Traceability (Alpha, Usability and Product Tests)	286	(1)
Data to Be Collected	287	(1)
Test Procedures	287	(1)
Testing Resources	287	(1)
Developmental Testing - Heuristic Evaluation	288	(3)
Developmental Testing - Alpha Testing	291	(4)
Usability Testing	295	(13)
Usability Criteria	295	(2)
Participant Requirements	297	(1)
Task Scenarios	298	(1)
Test Sessions	299	(1)
Observed vs. Non-observed Tests	299	(2)
Test Data	301	(1)
Test Materials	301	(4)
Procedures	305	(1)
Recording Tools	306	(2)
Beta Testing	308	(2)
Call for Participants	308	(1)
Participant Agreement	309	(1)
Data Collection Forms	309	(1)
Product Testing	310	(1)
Follow-up Evaluation	310	(2)
Interviews	311	(1)
Performance Observations	312	(1)
Test Reporting	312	(3)
References	315	(2)
Appendix A Instructional Strategy Selection Aid	317	(6)
Appendix B Documentation Evaluation Checklist	323	(8)
Appendix C Performance Aid Evaluation Checklist	331	(6)
Appendix D Online Help Evaluation Checklist	337	(8)
Appendix E Coaches, Advisors, Wizards Evaluation Checklist	345	(4)
Appendix F Instruction Evaluation Checklist	349	(6)
Appendix G EPSS Evaluation Checklist	355	(6)
Index	361