9780415326407

Developing Performance Support for Computer Systems: A Strategy for Maximizing Usability and Learnability

by ;
  • ISBN13:

    9780415326407

  • ISBN10:

    0415326400

  • Edition: 1st
  • Format: Hardcover
  • Copyright: 2004-05-24
  • Publisher: CRC Press

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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

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