Users Behavior (ASIST 2006)
Toward A Better Understanding Of Help Seeking Behavior (Xie, Cool)
Notes from the user behavior panel at ASIST 2006.
Sources of work on help seeking behavior:
- Psychology: Individual Difference
- Cognitive Psychology: Form of “Meta Cognition” in the learning process
- Education Psychology: Help-seeking from perspective of “interactive learning environments”
Mentioned Nass’ works; computers as social actors, utilizing aspects of social interaction in help seeking interactions. Study looked ILS students who are older and use a lot of IR systems, but who are novices in the study systems.
Different ways of learning to use help mechanisms:
- trial and error
- using past experience
- looking for help icons
- using related help functions
- ask a human
Problems encountered using help:
- Help doesn’t present itself
- Lack of knowledge about where to start
- Not familiar with systems, need directions
- Help is not specific enough or personal enough
- Help provided is difficult to understand
Preferred help features (IR systems):
- Search tips (examples) – Help options
- Demonstrations – Something quick and easy to learn
- Chat with librarian – Seek help from a human being
- Browsing – Can’t articulate need
- Help search – Locate specific information
Preferences in comparison
- Specificity
- Visual format
- Demo
- Easy access
- Interactivity
Least preferred help features
- Search tips: too broad, not for experts
- Advanced search: not on first page
- Help icon: too hard to see
- Glossary: not complete
Evaluation of a help system is related to evaluation of the system itself.
Good practical discussion slide.
Question about FAQs — Mentioned that FAQs are useful, but that many times the questions and answers do not match those of the users. They were asked if they were going to interview the designers of the systems they were evaluating. They mentioned that they were working with the CS department to develop design recommendations, but that they were not talking to the designers. This brought up the issue that many times IS studies have practical applications, but that we rarely pass that information to the designers.