Showing papers on "Computer user satisfaction published in 1982"

Analogy considered harmful

Abstract: The computer is like a typewriter. The computer is like a filing cabinet. The computer is a personal servant ready to obey your every command.It is often claimed (e.g., Carroll and Thomas [3], Rumelhart and Norman [7]) that the best way to introduce a new user to a computer system is to draw an analogy between the computer and some situation familiar to the user. Given the analogy, the new user can draw upon his knowledge about the familiar situation in order to reason about the workings of the mysterious new computer system. For example, if the new user wants to understand about how the computer file system works, he need only think about how an office filing cabinet works and then carry over this same way of thinking to the computer file system.

User perceptual mechanisms in the search of computer command menus

Abstract: Menu-based command systems, in which a user selects a command from a set of choices displayed to him, have acquired widespread use as a human-computer interface technique. The technique is especially attractive for use with new or untrained users since the user need not recall the command he wishes, but merely recognize it. But menu systems also find application in more sophisticated systems meant for expert users (for example, Teitelman, 1977) where they can be used to reduce the complexity of the options with which the user is presented.

Human-computer interaction: A preliminary social psychological analysis

Abstract: Considering an interactive computer as a social stimulus suggests that contemporary social psychological theories can contribute to the prediction of user attitude and performance. In order to assist in the systematic exploration of this possibility, we developed DIALOGUE, an on-line system to investigate the effects of varying the computer’s responses to the user. This system involves a presentation program that displays the computer’s responses, performs the pacing of video information, and collects a variety of measurements, including the user’s response time and the number of correct/incorrect user responses. DIALOGUE also includes a data manager that allows the experimenter to examine or modify the information collected by the presentation program. Utilizing DIALOGUE, we conducted a preliminary investigation of one aspect of human-computer interaction, the effects of varying the degree of human-like responses exhibited by the computer. Results suggest that (1) there are underlying dimensions of judgment involving perception of interactive computers, (2) a manipulation of human-like computer responses is reflected primarily in certain of these dimensions, and (3) such a manipulation influences user performance and feelings of responsibility. Factors related to the implementation of DIALOGUE are considered, and its potential for investigations of a variety of human-computer interactions is discussed.

Chargeback systems and user involvement in information systems: an empirical investigation

Abstract: Computer chargeback systems are installed to meet various data processing objectives. One objective is to increase user involvement in decisions regarding information systems development and use. Presumably, increasing user involvement will result in more effective information systems. In a field study the authors examine the relationship between various characteristics of a computer chargeback system, the quality of the chargeback system's interface, user involvement, and user attitudes about information systems services. Suggestions are given both for the practicing information systems manager and for future information systems researchers.

GODDESS: A Goal-Directed Decision Structuring System

Abstract: This paper describes an operational version of a computerized, domain-independent, decision support system which is based on a novel, goal-directed structure for representing decision problems. The structure allows the user to state relations among aspects, effects, conditions, and goals, in addition to actions and states which are the basic components of the traditional decision tree approach. The program interacts with the user in a stylized English-like dialogue, starting with the stated objectives and proceeding to unravel the more detailed means by which these objectives can be realized. At any point in time, the program focuses the user's attention on the issues which are most crucial to the problem at hand. The structure used is more compatible with the way people encode knowledge about problems and actions, and therefore promises to offer the following advantages: 1) judgments and beliefs issued by the user constitute a more valid representation of the user's experience; and 2) the user may be guided toward the discovery of action alternatives he otherwise would not have identified.

Classifying the user

Abstract: One of the most active areas of current research in computer science is directly related to the actual and supposed behaviour of the so-called user. A measure of the importance of the user in the computer system may be estimated by the growth of the disciplines of 'Software Psychology' and 'Human Factors' (or 'Ergonomics'). It is customary to speak about the user, often with qualifications such as casual, naive, expert, etc. Such a generic term covers users from the systems programmer on the one hand to the casual SPSS user on the other. Hansen's famous principle "Know the User" [HANS71] seems, at first glance, to be an obvious piece of advice to the interactive systems designer. But when we realize that the user is human and we want to build a formal model of the user, then the aforementioned advice is very difficult to follow.In the Department of Computer Science we are engaged in research related to the user-computer interface with specific applications in the areas of OSCRLs (Operating System Command and Response Languages) and interactive computer graphics. One of the key ideas, around which a formal model of the user is being constructed, is that of the so-called user's conceptual model. The development of the formal model of the user is intended to provide knowledge base support for research in the domain of user-computer interaction. Because of its richness and inherently interactive nature, the INTERLISP programming enviroment was chosen to provide the necessary computer support for the research.The structure of the knowledge base is built on Minsky's concept of a frame [MINS75], which encapsulates the notion of a 'chunk' of knowledge. The frame also provides a convenient (and readable) semi-formalism in which to communicate the formal model of the user. Since any discussion of the user is bound to use a lot of 'vague' ideas and concepts, it seemed appropriate to rely on Fuzzy Set theory for some of the necessary mathematical support.

Evaluating User Satisfaction

Abstract: The primary objective of consultation is to provide a service that, in all aspects, matches the requirements of our users. As these requirements change constantly, it becomes necessary to evaluate the effectiveness of the type of consultation offered from the point of view of the user.The questionnaire, discussed in this paper, covers three main areas: consultation, documentation and our Newsletter. In addition each area is subdivided into: time spent by the user to locate documentation and waiting to see a consultant. Furthermore, the effectiveness of each was measured by the percentage of problems solved by the user as a result of utilizing one, or any combination, of these services.

User manuals: What does the user really need?

Abstract: The purpose of the user manual is to assist the user in effectively operating a system. This objective is complicated by the wide diversity of user skills, and user tasks. The quality of a user manual is affected not only by the level of effort exerted by the system developer in writing the manual, but also by the degree of matching between the user manual and the user's needs. The documentation writer must supply both effort and direction in writing the user manual. This paper addresses the direction issue.

The role of the user at standard oil company (Indiana) in the development of large-scale business systems

Abstract: Over the past 15 years Standard Oil (Indiana) has been involved in the development and implementation of a number of major computer-based business systems. Concurrent with this, Standard management has organized the users of these systems into a structure that provides for their effective participation in the development process. This structure, which consists of user management, user representatives, and the end user, recognizes that each of these groups has specific roles to play during the system development project life cycle. This paper will examine these user groups and their respective roles. The emphasis will be on identifying the key areas of user involvement that are necessary for the successful development and implementation of large-scale business systems.

The changing role of the user in application systems development

Abstract: User participation in developing application systems has evolved rapidly over the past ten years. The user's role has changed from a passive one, with little or no involvement in data processing and computer technology, to that of an active partner in designing and successfully implementing a system. In this paper, the authors examine the changing extent of user involvement, the effect of this involvement on user and data processing organizational structures and systems development techniques, and the outlook for the future. By exploring the pros and cons of this expanded interaction between user and data processing personnel, the authors show that, for the most part, this symbiotic relationship benefits both the institution and the quality and success of the application systems.The authors cite past and present experiences of users and data processing professionals in application systems development. The authors themselves have recently worked on a joint application system development project.

Benchmarking your benchmarks: a user's perspective

Abstract: This paper is intended for anyone faced with the responsibility for computer hardware or software selection. The content is biased toward administrative considerations, although some technical issues are presented. The basic goal is to promote a role for benchmarking in the computer acquisition process that is significantly broader than that commonly employed. We attempt to do this by showing how a thorough benchmarking effort (in the usual sense) did not provide sufficient information to accurately predict user satisfaction and productivity. We describe other measures of a system's properties that should be included in benchmarking.

Documentation for the casual user: A critical overview

Abstract: Although common wisdom holds that the ultimate success of any office automation system depends upon end user acceptance, little, if any, attention seems given to the system documentation needed to enable the casual user to use the system properly, efficiently, and effectively. The casual user interacts aperiodically with the system and the interactions are not always a direct requirement of job role; most middle management would be included in this class.Several examples of system documentation are reviewed. This paper then attempts to summarize some of the most significant casual user needs and the documentation principles associated with them, to evaluate the applicability of these needs to real-world systems, and to suggest how these needs may be met more effectively.