Short Answer Questions Chapter 7

What are the four main types of user support mentioned in the chapter?

• quick reference

• task specific help

• full explanation

• tutorial

List three key requirements for good user support.

• Availability (continuous access concurrent to main application)

• Accuracy and completeness (help matches and covers actual system behavior)

• Consistency (between different parts of the help system and paper documentation)

• Robustness (correct error handling and predictable behavior)

• Flexibility (allows user to interact in a way appropriate to experience and task)

• Unobtrusiveness (does not prevent the user continuing with work)

Explain the difference between "help" and "documentation" as defined in the chapter.

   "Help" is problem-oriented and specific, while "documentation" is system-oriented and general.

What is a primary characteristic of online tutorials that can limit their usefulness?

Online tutorials can be useful but are often inflexible.

Name two problems associated with Adaptive Help Systems.

• Knowledge requirements are considerable.

• Questions about who has control of the interaction, what should be adapted, and the scope of the adaptation.

List two techniques for knowledge representation used in help systems.

•    Rule-based (e.g., logic, production rules)

•    Frame-based (e.g., semantic network)

•    Network-based

•    Example-based