User support

8 important questions on User support

What are the three characteristics of documents in the '80s?

Towards more structured writing: Information Mapping (Horn, 1982)
  • Divide topics in smaller topics
  • Label each topic
  • Uniform presentation

What design style was introduced in the '90s?

Minimalism

What are the four principles of minimalism?

  1. Action oriented approach
  2. Anchor the tool in the task domain: realistic tasks
  3. Error recognition and recovery
  4. Reading to do
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What is the development in technical communication?

1980-1990: instructional approach
1990-2000: instructional + minimalism principles
2000-2009: user experience approach

What has changed in technical communication between 2000 and 2009?

Use of motivational elements (ARCS-model) and use of agents

What are the developments of instructions from 2010?

  1. Multimedia approaches
  2. Multichannel approaches
  3. Designing for computer-literate novices

What are the five factors of the Model of service quality?

  1. Tangibles: physical aspects of the organization
  2. Reliability: perform service accurately
  3. Responsiveness: willingsness to help customers
  4. Assurance: knowledge of employees and ability to inspire trust
  5. Empathy: caring and and attention to

What are the eight guide lines for video instructions?

  1. Provide easy access: craft the title carefully
  2. Use animation with narration: human voice, synch of action and voice
  3. Enable functional interactivity: user control
  4. Preview the task: promote the goal, conversational style
  5. Provide procedural, rather then conceptual information (minimalisme)
  6. Make tasks clear and simple
  7. Keep videos short
  8. Strengthen demonstration with practice (minimalisme)

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