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Questioning the effectiveness of contextual online help: some alternative propositions

Antonio Capobianco 1
1 MERLIN - Methods for interactive software ergonomics
INRIA Lorraine, INRIA Rocquencourt
Abstract : Most online help systems on the market prove unsuited to the actual needs of novice users. Although recent research has focused on the design and implementation of contextual, adaptable or adaptive help systems, the actual effectiveness and usability of such systems has not yet been assessed extensively. We present an experimental ergonomic evaluation of a contextual help system implementing human expert strategies. 18 potential users interacted with a standard text processor, using two help systems, a contextual one versus a non contextual one. Each system was simulated using the Wizard of Oz paradigm. The contextual help strategies were defined from the analysis of novice-expert dialogues. Contextual help proved more effective than non contextual help as regards successful task execution, this result being statistically significant. Concerning the influence of individual cognitive characteristics on the subjects' performances, analyses based on psychological tests suggest that contextual help facilitates message understanding, whereas it is less effective than non contextual help for subjects with low exploratory capabilities. || La plupart de systèmes d'aide en ligne s'avèrent inadaptés aux besoins effectifs des novices. Bien que l'aide en ligne contextuelle et les systèmes d'aide adaptables ou adaptatifs aient fait l'objet de nombreuses recherches récemment, l'efficacité effecti
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https://hal.inria.fr/inria-00099558
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Submitted on : Tuesday, September 26, 2006 - 9:38:42 AM
Last modification on : Thursday, February 11, 2021 - 2:50:06 PM

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  • HAL Id : inria-00099558, version 1

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Antonio Capobianco. Questioning the effectiveness of contextual online help: some alternative propositions. Ninth IFIP TC13 International Conference on Human-Computer Interaction - INTERACT'03, 2003, Zurich, Switzerland. pp.65-72. ⟨inria-00099558⟩

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