Skip to main content
SpringerLink
Log in
Book cover

Vienna Conference on Human Computer Interaction

VCHCI 1993: Human Computer Interaction pp 103–113Cite as

From conflict to dialogue: On attack and defense in on-line assistance

  • Conference paper
  • First Online:

  • 312 Accesses

Part of the book series: Lecture Notes in Computer Science ((LNCS,volume 733))

Abstract

A survey of the literature concerning user assistance of software products reveals that the working environment of a user is hardly taken into consideration, although direct manipulation user interfaces and the respective metaphors have conquered the market of personal computing. We argue that ignoring a user's working environment in the context of on-line assistance will end up in a deterioration of the Task-Artifact-Cycle which leads on-line assistance into a dead end. However, when taken into account (e.g. as a scenario of representative user tasks), a small set of dialogue rules, so-called “game rules”, may establish a “critical dialogue” between users and on-line assistance. Such a critical dialogue is based on rights of attack and obligations of defence.

This is a preview of subscription content, log in via an institution.

Preview

Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.

References

  1. S. Rosenbaum, R.D. Walters: Audience Diversity: A Major Challenge in Computer Documentation. IEEE Transactions on Professional Communications 29, 48–56 (1986)

    Google Scholar 

  2. E.K. Odesalchi: Documentation is the Key to User Success. IEEE Transactions on Professional Communications 29, 16–18 (1986)

    Google Scholar 

  3. R. Gong, J. Elkerton: Designing a Minimalist Documentation Using a GOMS-Model: A Usability Evaluation of an Engineering Approach. In: C. CHEW, J. Whiteside (eds.): Proceedings of the CHI'90 Conference: “Empowering People”. New York: ACM Press 1990, pp. 99–106

    Google Scholar 

  4. D. Watts: Creating an Essential Manual: An Experiment in Prototyping and Task Analysis. IEEE Transactions on Professional Communications 33, 32–37 (1990)

    Google Scholar 

  5. P. Wright: Issues of Content and Presentation in Document Design. In: M. Heiander (ed.): Handbook of Human-Computer Interaction. Amsterdam, New York, Oxford: North-Holland 1988, pp. 629–647

    Google Scholar 

  6. S.K. Partridge: So what is Task Orientation, Anyway? IEEE Transactions on Professional Communications 29, 26–32 (1986)

    Google Scholar 

  7. J.M. Carroll, W.A. Kellog, M.B. Rosson: The Task-Artifact Cycle. Research Report RC 15731 IBM Watson Research Center. IBM T. J. Watson Research Center. Yorktown Heights, NY 10598 (1990)

    Google Scholar 

  8. J.M. Carroll, Carrithers: Training Wheels in a user interface. Communication of the ACM 27, 800–806 (1984)

    Google Scholar 

  9. J.S. Brown, S.E. Newman: Issues in Cognitive and Social Ergonomics: From Our House to Bauhaus. Human-Computer Interaction 1, 359–391 (1985)

    Google Scholar 

  10. P. Johnson: Supporting System Design by Analysing Current Task Knowledge. In: D. Diaper (ed.): Task Analysis for Human-Computer Interaction. Chichester: Ellis Horwood Limited 1989, pp 160–185

    Google Scholar 

  11. L. Reichert, K. Kunkel, R. Gimnich, R. GARBO: A Graphical Tool for Modelling User Tasks in Human-Computer Interface Design. IBM HDSC TR.75.92.01 June 92, Heidelberg: IBM Scientific Center (1992)

    Google Scholar 

  12. S.K. Card, T.P. Moran, A. Newell: The Psychology of Human-Computer Interaction. Hillsdale, NY: Erlbaum 1983

    Google Scholar 

  13. P. Johnson, H. Johnson, H.: Knowledge Analysis of Tasks: Theory, Method, and Suggestions for Application to System Design. In: A. Downtown (ed.): Engineering the Human Interface. Chichester, New York: McGraw Hill (1991)

    Google Scholar 

  14. K. Kunkel, R. Gimnich, R.: Task Analysis with TAKD/TKS: Method, Application, Experience. IBM HDSC Technical Note 91.11, December 91, Heidelberg: IBM Scientific Center (1991)

    Google Scholar 

  15. E.M. Barth, E.C.W. Krabbe: From Axiom to Dialogue. Berlin, New York: Walter de Gruyter 1982

    Google Scholar 

  16. S. Palmiter, J. Elkerton: Animated demonstrations vs. written instructions for learning procedural tasks: a preliminary investigation. International Journal of Man-Machine Studies 34, 678–701 (1991)

    Google Scholar 

Download references

Author information

Authors and Affiliations

  1. Department for Computational Linguistics, University of Stuttgart, Germany

    Peter W. Fach, Maria Bannert & Klaus Kunkel

  2. Center of Empirical Educational Research, University Koblenz-Landau, Germany

    Peter W. Fach, Maria Bannert & Klaus Kunkel

Authors
  1. Peter W. Fach
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Maria Bannert
    View author publications

    You can also search for this author in PubMed Google Scholar

  3. Klaus Kunkel
    View author publications

    You can also search for this author in PubMed Google Scholar

Editor information

Thomas Grechenig Manfred Tscheligi

Rights and permissions

Reprints and permissions

Copyright information

© 1993 Springer-Verlag Berlin Heidelberg

About this paper

Cite this paper

Fach, P.W., Bannert, M., Kunkel, K. (1993). From conflict to dialogue: On attack and defense in on-line assistance. In: Grechenig, T., Tscheligi, M. (eds) Human Computer Interaction. VCHCI 1993. Lecture Notes in Computer Science, vol 733. Springer, Berlin, Heidelberg. https://doi.org/10.1007/3-540-57312-7_62

Download citation

  • DOI: https://doi.org/10.1007/3-540-57312-7_62

  • Published:

  • Publisher Name: Springer, Berlin, Heidelberg

  • Print ISBN: 978-3-540-57312-8

  • Online ISBN: 978-3-540-48052-5

  • eBook Packages: Springer Book Archive

Publish with us

Policies and ethics

Search

Navigation