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    Improving system knowledge and performance with proactive intelligent on-line help

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    Author
    Cornett, Larry Lee
    Date
    1997
    Advisor
    Lane, David M.
    Degree
    Doctor of Philosophy
    Abstract
    Computer software is becoming increasingly powerful and complex, but most people only utilize a small fraction of the capabilities of the software that they use to accomplish their daily tasks (Antsey, 1988; Fischer, 1987, 1993; Sutcliffe & Old, 1987). Carroll and Rosson (1987) described this problem as the production paradox. Typical methods of training and help, such as tutorials, manuals, and on-line help, fail to help intermediate-level users overcome this problem (Elkerton & Williges, 1989). The use of proactive, intelligent help systems (e.g., Coaches and Critics) may provide a more effective approach (Selker, 1994). Coach, Critic, and tutorial training were compared to determine which intelligent help design would provide the most effective instruction. Sixty-two users were trained, tested, and evaluated on advanced word processing functions during three sessions to assess the acquisition, retention, and application of efficient methods. The Coach and tutorial groups both improved their performance times and efficiency by the second test. However, the Critic group did not perform as well. These results suggest that providing users with frequent, proactive, context-specific feedback and help may encourage them to learn and utilize more efficient software methods.
    Keyword
    Cognitive psychology; Computer science
    Citation
    Cornett, Larry Lee. "Improving system knowledge and performance with proactive intelligent on-line help." (1997) Diss., Rice University. https://hdl.handle.net/1911/19143.
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    • Rice University Electronic Theses and Dissertations [14030]

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    Home | FAQ | Contact Us | Privacy Notice | Accessibility Statement
    Managed by the Digital Scholarship Services at Fondren Library, Rice University
    Physical Address: 6100 Main Street, Houston, Texas 77005
    Mailing Address: MS-44, P.O.BOX 1892, Houston, Texas 77251-1892
    Site Map