Developing Performance Support for Computer Systems : A Strategy for Maximizing Usability and Learnability

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. Content: INTRODUCTIONWhy Performance Support?What is Performance Support? Design Approach Types of Performance Support Performance Support System Model How to Use This BookReferencesDESIGN ENVIRONMENTS AND STRATEGIES IntroductionIdeal EnvironmentTypical Environment Late Involvement Environment ReferencesPROJECT PLANNINGIntroductionPlanning Environment Estimation Factors and ImpactsPlanning Methodology and ToolsSample Plan for Performance Support ProjectsPlanning for Electronic Performance Support Products ReferencesNEEDS ASSESSMENT AND TASK ANALYSIS IntroductionDevelopment Environment ConstraintsNeeds Assessment MethodsTask Analysis for Performance SupportReferencesMATCHING PERFORMANCE SUPPORT METHODS TO TASK REQUIREMENTSIntroductionDetermining Skill and Knowledge Requirements Performance Support Considerations and Alternatives Performance Support Selection Aid ReferencesGENERAL DESIGN GUIDANCE IntroductionUser ConsiderationsInformation PresentationLayout and Structuring ConsiderationMedia Selection Use of ColorIconsAccessibilityInternationalization ReferencesDEVELOPING PERFORMANCE SUPPORT PRODUCTSIntroductionDocumentationPerformance Aids Online HelpCoaches, Advisors and Wizards Instruction Electronic Performance SupportIterative Approach to Electronic Performance SupportReferencesTESTING PERFORMANCE SUPPORT PRODUCTS IntroductionWhen to TestTest Planning Developmental Testing--Heuristic EvaluationDevelopmental Testing--Alpha Testing Usability TestingBeta Testing Product TestingFollow-up Evaluation Test ReportingReferencesAppendices "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." "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."--Résumé de l'éditeur Provides a practical approach to development, rather than theoretical, and presents guidelines for designing and developing performance support products, such as online help, instruction, performance aids, documentation, coaches/advisors/wizards and electronic performance support systems