Effect of error information in tutorial documentation

Abstract

In learning to use software, people spend at least 30% of their time on dealing with errors. It could therefore be desirable to exploit users' errors rather than to avoid them. That is, to include error information in a manual to support users in dealing with errors. An experiment was performed to examine the functionality of such error information in a manual for a word processor. Two manuals were compared, one with error information and one from which this information was removed. Forty-two subjects were randomly assigned to one of the two conditions. Subjects who used the manual with error information were expected to become more proficient at using the word processor (i.e. to show better constructive and corrective skills) and to develop more self-confidence.The results were equivocal. On some aspects of skill the error information in the manual led to better performance (i.e. correcting syntactic errors). On others it had an adverse effect (i.e. detection of semantic errors and overall error-correction time). Explanations are advanced for these findings and topics for further research are identified.keywords: human-computer interaction, human error, tutorial documentation, error information, corrective skills development One of the most striking features of first-time computer users is that they are active learners.They want to do things in order to reach personal goals, rather than read through endless pages of what they consider to be 'just information' (Carroll, 1990b; Redish, 1988; Scharer, 1983; Wendel and Frese, 1987). Unfortunately, the instructional strategy of most computer manuals does not suit this spontaneous learning strategy. Most manuals require users to proceed step-bystep through endless series of drill and practice exercises, giving them (too) little freedom for active (i.e., self-initiated) learning.The main reason for this is that trainees get themselves in trouble when they explore (Njoo and De Jong, 1991). Although these explorations can be advantageous in learning computer-related tasks (e.g. Kamouri et al., 1986; Van

The role and design of screen images in software documentation

“…Gong & Elkerton, 1990; Wiedenbeck et al 1995 ) as well as on supporting the handling of mistakes (e.g. Frese et al 1991 ; Lazonder & Van der Meij, 1994; 1995). This paper focuses on the split‐attention or coordination problems of the user.…”

Ten misconceptions about minimalism

“…then the cCntentS of column D will move left to column E. errors do not occur [41, p. 3241. The facts go another way: error detection, diagnosis, and recovery consume somewhere between a quarter and half of the user's time ([19], [22], [23], [37], [45], and studies of Davis and Magers mentioned in [17]). Any realistic approach to instruction and documentation must focus substantial attention on errors.…”

“…Draper and Oatley [13] conclude their review with the statement that "minimalist instruction is a robust and reliable method for writing documentation that out performs most conventional manuals" (p. 222). A variety of empirical studies have examined specific aspects of the minimalist approach: task-orientation and error-information [8], [22], [23], [58], brevity anld inferencing [65 I, the depiction of screens to facilitate user coordination [7 11, and various kinds of problemsolving practice [72].…”