Name
Abstract | ||
|---|---|---|
This paper describes a large-scale project to improve the effectiveness of knowledge base (KB) articles on a support website in solving problems experienced by novice to intermediate computer users. The project encompasses the structure of the content, the quality of the writing and graphics, and the user interface presentation. In addition, we are developing guidelines intended for the designers and writers of new KB articles. We leveraged product knowledge, research findings, and extensive experience in user support to develop and empirically test three prototypes. Preliminary test results show improved solve rates ranging from 17% to 26%, with still better results from pilot content currently released to the public. |
Year | DOI | Venue |
|---|---|---|
2008 | 10.1145/1358628.1358880 | CHI Extended Abstracts |
Keywords | Field | DocType |
real world approach,procedural content,large-scale project,pilot content,empirically test,leveraged product knowledge,new kb article,new face,preliminary test result,knowledge base,user interface presentation,intermediate computer user,support website,user interface,troubleshooting,procedures,technical writing | Graphics,Troubleshooting,Technical writing,User assistance,Computer science,Human–computer interaction,Knowledge base,User interface design,User interface,Multimedia | Conference |
Citations | PageRank | References |
1 | 0.37 | 2 |
Authors | ||
9 | ||
Name | Order | Citations | PageRank |
|---|---|---|---|
| Connie Douglass-Olberg | 1 | 1 | 0.37 |
| David Farkas | 2 | 1 | 0.71 |
| Michaël Steehouder | 3 | 62 | 3.47 |
| Joyce Karreman | 4 | 21 | 8.41 |
| David E. Kieras | 5 | 352 | 148.84 |
| Axel Roesler | 6 | 14 | 2.53 |
| Ninad Dalal | 7 | 33 | 2.50 |
| Ryan Baker | 8 | 1 | 0.37 |
| David Brunet | 9 | 1 | 0.37 |