Chapter 12
Printed Manuals, Online Help, and
Tutorials
Ezekiel Cuttino
John Middleton
Christopher Myers
12.1 Introduction
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Online help, manuals, and tutorials
utilizing similar interactive systems have
become expected components of most
systems
Forms of paper user manuals:
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Brief getting-started notes
Introductory tutorials
Thorough tutorials
Quick reference cards
Conversion manuals
Detailed reference manuals
12.1 Continued
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Examples of online materials:
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Online
Online
Online
Online
user manual
help facility
tutorial
demonstration
Use of paper and/or online materials can
be determined based on the user’s goals
(Duffy etc. 1992)
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I want to buy it
I want to learn it
I want to use it
12.2 Reading from Paper versus from
Displays
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In the last 40 years, the CRT has
emerged as an alternate to print
media for presenting text
Research has led to the
development of LCD screens to
reduce health hazards (related to
radiation)
12.2 Continued
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Disadvantages of reading from displays:
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Font visibility (due to resolution and style)
Contrast between the characters and
background (can result in fuzziness)
Interference from glare, flickering, and the
curvature of the display surface
Display size
Reading distance
Layout and formatting
Reduced hand and body motion (resulting in
rigid posture and fatigue)
Unfamiliarity of displays (resulting in user
anxiety)
12.2 continued
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Older studies produced slight evidence that visual
displays were harder to utilize than print media:
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1978 Hansen and associates – longer test times
1983 Wright and Lickorish – speed and errordetection
1984 Gould and Grischkowsky – reading speed and
accuracy
Recent studies show no difference between
reading on-screen text and printed text
Older studies may have been flawed due to
screen resolution
Higher resolution displays are better for reading
text
12.3 Preparation of Printed Manuals
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In the past, manuals were often verbose and
poorly written, and were thus not suited for endusers
Foss, Rosson, and Smith modified a text-editor
user manual in 1982, making the following
changes:
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A progressive approach to the material by providing
subsets of the concepts
Use of numerous examples
Readable explanations with fewer technical terms
Result: Subjects demonstrated superior
performance
12.3 continued
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Tasks completed, average minutes
per task, average edit errors per
task, average commands per task,
and average requests for verbal
help all showed noticeable
improvements from the use of the
modified manual
12.3.1 Use of the OAI Model to design
manuals
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OAI model – Objects-action
Interface
Offers insight into the learning
process, providing guidance to
instructional-materials designers.
The OAI model utilizes the user’s
prior knowledge as a basis for
manual design
12.3.1 continued
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The OAI model can also help
researches map current levels of
knowledge in learning systems
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Sample sessions are used to give a
portrait of the system features and
interaction style
Flow diagrams provide a map that
orients users to activity transitions
12.3.2 Organization and writing style
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Understanding the reader and his/her
tasks in the primary job in designing a
manual
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A precise statement of the educational
objectives should be made (Mager, 1962)
Concepts should be identified in a logical
sequence
 Reason
 Description
 Semantics
 Syntax
12.3.2 continued
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The choice of words and phrasing are
very important
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Many organizations set style guidelines in an
attempt to ensure consistency in word usage
and phrasing
Style should match users’ reading ability
Manuals incorporated user participation
while learning
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Observations led to the design of minimal
manuals with less verbiage and active
involvement with hands-on experiences.
12.3.2 continued
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Key principles of guided exploration
(van der Meij and Carroll, 1995):
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Action-oriented approach
Anchor the tool in the task domain
Support error recognition and recovery
Support reading to do, study, and
locate
12.3.3 Nonanthropomorphic
descriptions
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Metaphors used in describing computer
systems influence the user’s reactions
Many writers liken the computer to a
human in its abilities
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Users generally do not like this approach
Designers should focus attention on
users and their actions
12.3.4 Development process
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Production of a manual must be managed
properly
Starting early benefits the designers
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Leaves adequate time for review, testing, and
refinement
Manual can be used as an alternative to the
formal software specifications
The manual can help critique the software and
convey designers’ intentions to customers,
users, system implementers, and project
managers
12.4 Preparation of Online Facilities
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Reasons for making manuals
available online:
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Information availability
Physical space-saving
Updatability
Rapid information location
Graphics, sound, color, and animations
can be incorporated to aid users
12.4 continued
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Negative side effects:
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Readability
User interface may be confusing
On-screen display space may be compromised
The online manual can still offer an alternative in the
following areas:
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More detailed explanations of error messages, questions,
or prompts
Examples of correct input or commands
Explanations or definitions of specified terms
Lists of allowable commands
A display of specified sections or documentation
A description of the current values of system parameters
Instruction on the use of the system
News of interest and user aids
12.4.1 Online manuals
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Online manuals are attractive, but may not be
optimal:
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Page layouts may not be easily convertible
Image quality may be compromised
Online manuals can be enhanced:
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Search
Indices
Tables of contents
Figures
Electronic bookmarks
Annotation
Links
Automatic history keeping
12.4.1 continued
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UNIX man facility is a primitive
approach to online manuals
Users must know the command
names to find information
These are more suitable for
experienced users
Lists of keywords, keystrokes, and
menu items can be useful
12.4.2 Online tutorials, demonstrations,
and animations
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Provide introductory interactive
tutorials
Can be effective because the user:
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Can maintain attention on the terminal
Practices the skills needed to use the
system
Can work alone at an individual pace
12.4.3 Helpful guides
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Guides are sometimes used to help
with the manual
As seen with the Windows animated
“helpers,” these can often be seen
as a nuisance
User initiation, pacing, and user
control are considerations of
designing anthropomorphic help
12.5 Summary
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Paper manuals and online help can
determine the success or failure of a
software product
Sufficient personnel, money, and time
should be assigned to these support
materials
They should be tailored user-specifically
Online manuals and help are increasingly
attractive as screen resolution, size, and
speed increase