Making sense of step-by-step procedures

Procedural instructions that consist of only a sequence of steps will probably be executable, but nevertheless ¿meaningless¿ to users of technical devices. The paper discusses three features that can make procedural instructions more meaningful: adding functional coordinating information, adding information about the use of the technical device in real life, and adding operational information about how the device works. The research literature supports the effectiveness of the first feature, but offers little evidence that real life elements enhance understanding of instructions. As for operational information, the research suggests that users are willing to read it, and that it contributes to better understanding and performance in the long term, but only if it is closely related to the procedure. As a conclusion, we propose a theoretical framework that assumes three levels of mental representation of instructions: syntactical, semantic, and situationa

The selection and use of procedural and declarative information in software manuals

Some research results suggest that declarative information in a software manual is of little value to a user. However, most research methods are aimed at measuring specific information effects. They hardly ever yield data about what users select and use if they have a choice. Also, the concepts of procedural and declarative have not been operationalized consistently. Finally, one type of user has been the main focus of investigation so far: the tutorial user. In an attempt to specifically investigate the selection and use of procedural and declarative information, a new approach is described. In an experiment based on this new approach, special attention was paid to the operationalization of the information types and three different user types were included. The results show that users use more declarative information than is often assumed

Thinking about Thinking Aloud: A Comparison of Two Verbal Protocols for Usability Testing

We report on an exploratory experimental comparison of two different thinking aloud approaches in a usability test that focussed on navigation problems in a highly non-standard website. One approach is a rigid application of Ericsson and Simon's (1993) procedure, the other is derived from a recent proposal by Boren and Ramey (2000), based on speech communication. The latter approach differs from the former in that the experimenter has more room for acknowledging (mm-hmm) contributions from subjects and has the possibility of asking for clarifications and offering encouragement. Comparing the verbal reports obtained with these two methods, we find that the process of thinking aloud while carrying out tasks is not affected by the type of approach that was used. The task performance does differ. More tasks were completed in the Boren & Ramey condition, and subjects were less lost. Nevertheless, subjects ' evaluations of the website quality did not differ, nor did the number of different navigation problems that were detected. Index terms Thinking aloud, usability testing, usability research, lostness

Procedural and declarative information in user instructions: what we do and don't about these information types.

The use and the effects of different information types in user instructions are not completely clear. Research showed that procedural information (information about the actions) is the most important information type during use. Research results about the effects of declarative information (explanatory information) are not conclusive. It is known that users are interested in declarative information, but it is not known in which situations they read this information and in which situations this information affects task performance. Furthermore, it is not clear which different types of declarative information have to be distinguished. In this paper, we describe what is known about different information types in user instructions and what is not yet known. On the basis of our analysis, we propose follow-up experiments and we recommend practitioners to consider the possible advantages and disadvantages of including declarative information in instructions for use