Effect of Location and Procedural Explicitness on User Processing of and Compliance with Product Warnings

Frantz, J. Paul

doi:10.1177/001872089403600309

Cited by 45 publications

(31 citation statements)

References 10 publications

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“…Some research suggests that warnings are more effective when given "just-in-time" (i.e., within procedures) for tasks that the user is not familiar with [30]- [34]. In contrast, company policies may dictate the presentation of warnings in a separate section up front in the book.…”

Section: Stage 1: Seeing a Warningmentioning

confidence: 99%

The Four Components of a Procedure

Meij

Gellevij

2004

IEEE Trans. Profess. Commun.

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Abstract-AsInformation typologies are the building blocks of design. The creation of good user support hinges on their systematic use, but an information typology alone is not enough to do the trick. What is also needed is a structure or scenario in which the building blocks fall into place. In this paper, we do not discuss the question of how to create such an overall structure or scenario. Instead, we concentrate on an information typology.The typology that is focal here concerns the building blocks of procedures. The main questions that we address are: "What are procedures made of?" and "Which design guidelines for procedures can be abstracted from theory and research?" Our discussion of design guidelines is illustrative rather than exhaustive, due to space limitations (for more information, see [1]). The guidelines generally are supported by empirical studies. We will illustrate a few discrepant cases as found in an inventory study on procedures in 52 hardware manuals and 52 software manuals.A procedure informs a user about system states and about actions that change these states. For example, a procedure may tell users about a desired state or goal, outline the conditions for action, present intermediate states, and help the user prevent and overcome problems. In addition, the user is told which actions to take to reach the goal, how the system is likely to respond, and what else may happen. displays the four system states and three action types that exist.All kinds of combinations of these elements, together with the proper attention to rhetorics (e.g., considerations of context and audience), form procedures. These elements are incorporated in the four components of a procedure that we discuss here. The model (that is directly applicable for design) consists of the following components: goals, prerequisites, actions and reactions, and unwanted states. The components are detailed in the next sections. Because the warnings and problem-solving information component of the unwanted states each have their own unique design guidelines, they will be treated in separate sections.

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Section: Stage 1: Seeing a Warningmentioning

confidence: 99%

The Four Components of a Procedure

Meij

Gellevij

2004

IEEE Trans. Profess. Commun.

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“…Advertisements and warnings that contain technical language hold less interest and are less likely to be remembered or obeyed [3,22]. For example, people are more likely to follow the simple instruction "open a window" than the more complex instruction "use in a well-ventilated room" [20].…”

Section: Technical Jargonmentioning

confidence: 99%

“…For comprehension, researchers advise that text should be simple, non-technical, brief, and specific (e.g., [6,23,24,26,38]). For adherence, the literature recommends promoting a clear course of action (e.g., [20,38,40]). Our proposal attempts to incorporate these suggestions.…”

Section: Introductionmentioning

confidence: 99%

Improving SSL Warnings

Felt

Ainslie

Reeder

et al. 2015

Proceedings of the 33rd Annual ACM Conference on Human Factors in Computing Systems

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Browsers warn users when the privacy of an SSL/TLS connection might be at risk. An ideal SSL warning would empower users to make informed decisions and, failing that, guide confused users to safety. Unfortunately, users struggle to understand and often disregard real SSL warnings. We report on the task of designing a new SSL warning, with the goal of improving comprehension and adherence.We designed a new SSL warning based on recommendations from warning literature and tested our proposal with microsurveys and a field experiment. We ultimately failed at our goal of a well-understood warning. However, nearly 30% more total users chose to remain safe after seeing our warning. We attribute this success to opinionated design, which promotes safety with visual cues. Subsequently, our proposal was released as the new Google Chrome SSL warning. We raise questions about warning comprehension advice and recommend that other warning designers use opinionated design.

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“…For example, warning researchers have recognized the importance of language comprehension and explicitly stating warning information (Dorris & Purswell, 1978;Frantz, 1994;Laughery & Brelsford, 1991;Laughery, Vaubel, Young, Brelsford, & Rowe, 1993). Although there has been little research on the topic, warning researchers have also stressed the importance of providing safety information at the 4th -6th-grade reading level (e.g., Laughery & Brelsford, 1991).…”

Section: Cognitive Changesmentioning

confidence: 99%