User support
8 important questions on User support
What are the three characteristics of documents in the '80s?
- Divide topics in smaller topics
- Label each topic
- Uniform presentation
What design style was introduced in the '90s?
What are the four principles of minimalism?
- Action oriented approach
- Anchor the tool in the task domain: realistic tasks
- Error recognition and recovery
- Reading to do
- Higher grades + faster learning
- Never study anything twice
- 100% sure, 100% understanding
What is the development in technical communication?
1990-2000: instructional + minimalism principles
2000-2009: user experience approach
What has changed in technical communication between 2000 and 2009?
What are the developments of instructions from 2010?
- Multimedia approaches
- Multichannel approaches
- Designing for computer-literate novices
What are the five factors of the Model of service quality?
- Tangibles: physical aspects of the organization
- Reliability: perform service accurately
- Responsiveness: willingsness to help customers
- Assurance: knowledge of employees and ability to inspire trust
- Empathy: caring and and attention to
What are the eight guide lines for video instructions?
- Provide easy access: craft the title carefully
- Use animation with narration: human voice, synch of action and voice
- Enable functional interactivity: user control
- Preview the task: promote the goal, conversational style
- Provide procedural, rather then conceptual information (minimalisme)
- Make tasks clear and simple
- Keep videos short
- Strengthen demonstration with practice (minimalisme)
The question on the page originate from the summary of the following study material:
- A unique study and practice tool
- Never study anything twice again
- Get the grades you hope for
- 100% sure, 100% understanding