Developing Performance Support for Computer Systems: A Strategy for Maximizing Usability and Learnability, 1st Edition (Hardback) book cover

Developing Performance Support for Computer Systems

A Strategy for Maximizing Usability and Learnability, 1st Edition

By James R. Williams

CRC Press

384 pages | 62 B/W Illus.

Purchasing Options:$ = USD
Hardback: 9780415326407
pub: 2004-05-24
$135.00
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Description

Developing Performance Support for Computer Systems: A Strategy for Maximizing Usability and Learnability provides detailed planning, design, and development guidance for generating performance support for new or upgraded computer systems. Performance support includes documentation, online help, coaches and wizards, training, and other materials necessary to enable users to perform their jobs more efficiently and effectively.

This volume offers a strategy for maximizing ease-of-use and ease-of-learning through an integrated performance support systems approach. The text provides how-to guidance throughout that developers can apply directly to the design of their performance support tools and products. Rather than cover a few specific topic areas, it examines the entire spectrum of performance support. The book explains how to match performance support methods to task requirements, gives an overview of important user characteristics, and provides general guidance for presentation, layout, formatting, media selection, the use of color and icons, and accessibility. Evaluation checklists are included in the appendices and are also available online.

Although this book primarily addresses the development of performance support for large software systems, the principles and approaches are valuable for any systems development environment.

Table of Contents

INTRODUCTION

Why Performance Support?

What is Performance Support?

Design Approach

Types of Performance Support

Performance Support System Model

How to Use This Book

References

DESIGN ENVIRONMENTS AND STRATEGIES

Introduction

Ideal Environment

Typical Environment

Late Involvement Environment

References

PROJECT PLANNING

Introduction

Planning Environment

Estimation Factors and Impacts

Planning Methodology and Tools

Sample Plan for Performance Support Projects

Planning for Electronic Performance Support Products

References

NEEDS ASSESSMENT AND TASK ANALYSIS

Introduction

Development Environment Constraints

Needs Assessment Methods

Task Analysis for Performance Support

References

MATCHING PERFORMANCE SUPPORT METHODS TO TASK REQUIREMENTS

Introduction

Determining Skill and Knowledge Requirements

Performance Support Considerations and Alternatives

Performance Support Selection Aid

References

GENERAL DESIGN GUIDANCE

Introduction

User Considerations

Information Presentation

Layout and Structuring Consideration

Media Selection

Use of Color

Icons

Accessibility

Internationalization

References

DEVELOPING PERFORMANCE SUPPORT PRODUCTS

Introduction

Documentation

Performance Aids

Online Help

Coaches, Advisors and Wizards

Instruction

Electronic Performance Support

Iterative Approach to Electronic Performance Support

References

TESTING PERFORMANCE SUPPORT PRODUCTS

Introduction

When to Test

Test Planning

Developmental Testing--Heuristic Evaluation

Developmental Testing--Alpha Testing

Usability Testing

Beta Testing

Product Testing

Follow-up Evaluation

Test Reporting

References

Appendices

Subject Categories

BISAC Subject Codes/Headings:
COM051230
COMPUTERS / Software Development & Engineering / General
COM079010
COMPUTERS / Social Aspects / Human-Computer Interaction
TEC009000
TECHNOLOGY & ENGINEERING / Engineering (General)
TEC017000
TECHNOLOGY & ENGINEERING / Industrial Health & Safety