Retrieval of HELP Information for Novice Users of Interactive Computer Systems

Abstract

Appropriate design of HELP is important, particularly for novice users of software systems. Three methods of controlling HELP displays were evaluated in a text-editing task. The three methods were the initiation of HELP (i.e., user versus computer), the selection of a particular HELP sequence (i.e., user versus computer), and the type of format (i.e., on-line versus hard copy). These three variables were crossed in a between-subjects design along with a control condition of no HELP available to produce a total of nine separate test conditions. All of the various HELP configurations improved time to edit and reduced both the quantity of errors and the number of editing commands when compared with the no-HELP control condition. Additionally, there were differential effects among the various HELP configurations. It was concluded that for novice users, the optimum HELP system configuration was one in which the user controls the initiation and selection of HELP displays, and the information is stored in a hard-copy manual. The implications of this conclusion are discussed in terms of the design of HELP to facilitate browsing and comparison features.