1. Write about Requirements of user support in HCI?

Availability
Available at any time. User should not need to close the main application.
continuous access concurrent to main application Windows versus Non windows based
systems
Robustness
Users who use help system are in difficulty correct error handling and predictable
behaviour otherwise user will not rely on help for getting assistance. Accuracy and
completeness help matches actual system behaviour Otherwise user is disappointed help
covers complete system Otherwise user will be frustrated
Consistency between different parts of the help system and paper documentation In
terms of content, terminology and style of presentation
5 Requirements of User Support

 Flexibility
Adaptation of help system according to context allows user to interact in a way
appropriate to user experience and task at hand.
 Unobtrusiveness does not prevent the user continuing with normal work
Two Extreme Cases: Windows versus Non-windows based systems. A suggest option in
case of Adaptive help system.

2. What approaches are there for user support in HCI?

 Command assistance User help on particular command e.g., UNIX man, DOS
help, search in windows help. Simple, efficient and good for quick reference.
Assumes user know what to look for, which is often not the case.

There can be commands that user need to write

Approaches to User Support:- Context sensitive help:- help request interpreted
according to context in which it occurs. e.g. tool tips, What’s this option, web rollovers.
Doesn't assume command knowledge on user side
On-line tutorials user works through basics of application in a test environment (e.g.
working with examples or watching a demonstration) User can progress at his own speed
can be useful but are often inflexible.
An alternate is to learn a reduced version of the system by experimenting and exploring.

On-line documentation
Provides a full description of the system’s functionality and behaviour in a systematic
manner paper documentation is made available on computer. continually available in
common medium can be difficult to browse.
Use of hypertext can help
user can lose track of where he is and where he has been. Wizards task specific tool leads
the user through task, step by step, using user’s answers to specific questions. useful for
safe completion of complex or infrequent tasks constrained task execution so limited
flexibility Should have following characteristics Allow user to go back and forward
Indicate progress Offer sufficient information for users to answer questions. Another
more recent development in user support is the assistant.
Assistants
monitor user behaviour and offer contextual advice can be irritating e.g. MS paperclip
due to its long list of suggestions and continuous animations (Obtrusiveness) must be
under user control (activate/de-activate)
Command prompts
Provide information about correct usage when an error occurs Good for simple / syntactic
errors again assumes knowledge of the command.
3. Write about Adaptive help systems in HCI?

Adaptive Help Systems

Use knowledge of the context, individual user, task and domain to provide help adapted
to user's needs. Operates by monitoring the activity of the user and constructing a user
model of him.
This may contain a model of his experience, preferences, mistakes, or a combination of
some or all of these. Using this knowledge adaptive help system will present help
relevant to user’s current task and suited to his experience Not so simple as it sounds.

4. Write some details about Designing user support systems in

HCI?
Things to consider User support is not an `add on’ should be designed integrally with the
system. Will result in more consistency and relevancy Concentrate on content and
context of help rather than technological issues. Will help to clarify what type of help is
required.