Short Answer Questions Chapter 7

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8 Terms

1
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Four main types of user support

Quick reference, task specific help, full explanation, tutorial.

2
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Key requirement for good user support: Availability

Continuous access concurrent to main application.

3
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Key requirement for good user support: accuracy and completeness

Help matches and covers actual system behavior.

4
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Key requirement for good user support: Consistency

between different parts of the help system and paper documentation.

5
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Key requirements for good user support are: Robustness

Correct error handling and predictable behavior

6
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He requirements for good user support: Flexibility

Allows uses to interact in a way appropriate experience and task

7
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Key requirements for good user support: unobtrusiveness

Does not prevent the user continuing with work

8
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Characteristic limiting online tutorials' usefulness

Online tutorials can be useful but are often inflexible.