‫الفصل الثاني‬

‫الجزء األول‬
‫من مادة تفاعل اإلنسان والحاسوب‬
‫د‪ .‬عبدالرافع محمد الزاملي‬

‫أستاذ هندسة نظم المعلومات والبرمجيات المساعد‬

‫كلية الحاسبات وتكنولوجيا المعلومات‬
‫جامعة األقصى‬
 Chapter 2
Organizational Context and the
Process of Interaction Design

2
 Why study HCI?
 To help make IS users more productive,
 To help IS professionals develop more usable
and successful systems.
 To enhance organizational effectiveness.
 To provide researchers with cohesive and
cumulative knowledge for theory building.
 To apply this theoretical knowledge to
enhance real information systems.

3
Individual Level Systems
External Systems Internal Systems

Customers Executives Decision

Self Service Support Systems Executive
Ordering systems Support Systems

Middle Managers
Recruits
Decision Support Systems
Resume self- service
Benefits enrollment

Knowledge Workers
Computer Assisted Design and
Manufacturing systems
Systems development environments

Office Support Staff

Document preparation systems
Data entry systems
Customer service systems

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Individual Level Systems:
Office Automation Systems
 Systems designed to automate and support
the work of white-collar support staff
members.
 Interface consistency is critical to
the success of these systems.
 OAS includes:
 Document preparation systems.
 Data entry systems
 Customer services system.

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Individual Level Systems:
Document Preparation Systems
 Office Automation systems that are designed
to support document preparation such as
word processors, presentation software,
publication software, and others.
 Examples: word processors, spreadsheets,
presentation and desktop publishing
software.

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Document Preparation Systems (Multi-
layer Model – task, semantic,
lexical)
syntactic,
 Tasks
 Create useful, meaningful, and aesthetically
pleasing documents
 Easy and accurate input
 Management and output of unstructured data and
some
structured data such as tables
 Semantics and Syntactical
 Documents or Files (open, save, print)
 Blocks of text (cut, paste, copy, move, find)
 Objects (pictures, tables, charts)
 Tools (spell check, Thesaurus)
 Lexical
 Menus
 Dialog boxes
 Message
Icons boxes 7
 Document Preparation Systems

Figure 2.2 Screen shot of File Menu and text in Microsoft® Word®
Figure 2.3 Screen shot of Edit Menu in Microsoft® Word ®

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Individual Level
Systems: Data Entry
Systems
 Systems used to support the manual
processes of data entry.
 These systems are generally proprietary and
developed in-house specifically to accomplish
data entry tasks.

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Data Entry Systems (TSSL)
 Task:
 to support entry of data
 to give the user control
 to eliminate redundant entries
 support natural navigation of the
screens
 Semantic:
 save,
 open,
 update,
 delete,
 create, and
 append.

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 Data Entry Systems (TSSL)
 Syntactical:
 Form fields:
 Labels,
 Text-boxes,
 Check boxes,
 List boxes,
 Combo boxes,
 Command buttons, etc.
 Lexical:
 Short-cut keys
 Tab keys
 Mouse clicks
 Interfaces that are easy to read and easy to
learn.
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Data Entry Systems

Figure 2.5 Screen Shot from a Self-serve Internet Order

Form

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Individual Level Systems:
Customer Account Management Systems

 These systems support the management of

customer accounts.
 They may be purchased as part of an “off-
the-shelf” system.

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Customer Account Management
Systems (TSSL)
 Task:
 transfer funds,
 make payments,
 check balances,
 apply for new accounts, etc.
 Semantic:
 Login
 Retrieval of accounts
 Payments
 Transfers
 Syntactical:
 Submitti
ng a
paramet
er (like
 Keystrokes
an
 List selection
account
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Individual Level Systems:
Decision Support
Systems
 Single-user systems designed to support
decision making.
 DSS components include: database, model-
base and user interface.
 The user interface is critical to the success of
a DSS.

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Decision Support Systems (TSSL)
 Tasks:
 Sales forecasting,
 Resource allocation,
 Scheduling,
 Routing,
 Cost minimization,
 Profit maximization, etc.
 Semantic:
 Problem definition,
 Data selection,
 Model selection,
 Execution.
 Syntactical:
 Tables
 Mathematical functions
 Lexical:
 Input - Q&A
 Output - graphical format
 Help 16
Decision Support Systems

Figure 2.8 Sales Forecasting

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Individual Level Systems:
Executive Support
Systems
 Systems designed to support executives.
 These systems give executives the capability
of viewing data from an aggregate level and
they allow “drill down” to the more detailed
level of data to help executives understand
the nature of the aggregate level of data.

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Executive Support Systems
(TSSL)
 Tasks: monitor the critical success
factors
 Semantic:
 information retrieval
 Find
 Open
 Extract
 Summarize etc.
 Syntactical:
 SQL (Structured Query Language)
 Predefined reports
 Lexical:
 Natural language interface
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 Query-by-Example
Executive Support Systems

Figure 2.9 An ESS Interface

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 Table 2.1 Summary Table for Individual User Level
in the Organizational Context

Task Nature User Type System Organizational Concern Interface Focus

Office support staff Document Technology Document
Preparation Acceptance User
Productivity
User Satisfaction

Data entry staff or Data Entry User Data entry form

Routine, Customer self- Productivity
repetitive, entry via User
Highly Internet Satisfaction
structured forms Flow
Trust
Technology
acceptance
Customer service Customer Technology Account
representative Account acceptance Trust
s or Managem Motivation to use
Customer self- ent
service via
Internet

Decision Technology Graphs and charts

Intermittent, Support acceptance Trust
Upper or middle- Systems Motivation to use
Semi- or
level
unstructured
managers Executive Technology Graphs Charts
Support acceptance Trust Visualization
t 2m00s6 - hnMWoilteiyv&atSioonns,toIncus
CopySriyghste 21
e
Work Group Level Systems
 Work Group Level: Groups of people who
work together such as departments and
project teams.
 Types:
 Project oriented teams: teams which
are dismantled after finishing the
project.
 Project management systems.
 Work flow management systems.
 Management teams: ongoing teams.
 Group support systems. 22
 Work Group Level Systems:
Project Management Systems
(PMS)
 Systems designed to support the
management of projects.
 These systems include mechanisms for
decomposing large tasks into smaller, more
manageable subtasks.
 They also include modules that help to manage
resources including time, labor, and money.

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Work Group Level Systems:
Project Management Systems
 (TSSL)
Tasks:
 Manage
 Time,
 Cost,
 Resources, etc.
 Semantic:
 Activities,
 Durations,
 Dependencies,
 Work break down structures.
 Syntactical:
 Rules
 Cells
 Lexical:
 Similar to a spreadsheet.
24
Work Group Level Systems:
Project Management
Systems

Figure 2.10 GANTT CHART and Work Breakdown Structure

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 Work Group Level Systems:
Work Flow Management Systems
 Systems that are designed to manage the
flow of work. These systems include
routing information (the path that work
follows from person-to-person or
department-to- department). Other
components of work flow systems include
version control and work specification.

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Work Group Level Systems:
Work Flow Management Systems (TSSL)
 Tasks:
 Discrete activities
 Computer operations
 Rules
 Semantic:
 Workflow type definition
 Activity
 Transition conditions
 Invoked application
 Syntactical:
 Symbols
 Terms
 Lexical:
 Selection (drag and drop)
27
 Build diagrams
Work Group Level Systems:
Work Flow Management Systems

28
C op ygri ht 2 00 6 - Jo h n W eliy & S o ns ,
Figure 2 1
. 3 W o rk flo wd i ag r
 Work Group Level Systems:
Group Support Systems
(GSS)
 Group Support Systems: Systems designed
to support group processes including:
decision making, communication, meetings,
document control, calendaring, and others.

20
Work Group Level Systems:
Group Support Systems (GSS) Summary Table

Tasks Duration User type System Organizational Interface

Concern Focus
Technica Work Flow Shared Tasks
l staff Systems Workspace Flow
diagrams

Project Ad hoc User reps Project Group Work

Management Management Satisfaction, Breakdown
Systems Coordination, Structures
Leadership, Gantt charts
Motivation PERT
charts

Managerial On-going Managers Group Coordination, Graphs

Strategic Support Anonymity, Charts
Systems
Leadership Organization
Decision
Making Charts

Table 2.2 Summary Table of Work Group Level in the Organizational Context
30
Organizational Level Systems
 Organizational Level: These systems are
designed to support the entire organizational
entity and include communications, personnel
management, and organizational learning.
 Systems:
 Communication systems
 Enterprise planning (ERP) systems.
 Customer relationship management
(CRM) systems.

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Organizational Level Systems:
Communication Systems
 Enterprise Communication Systems:
Systems designed to support enterprise-level
communications including email systems
and conferencing systems.

32
Organizational Level Systems:
Communication Systems
 Task:
 Messaging
 Threaded discussions
 Chatting
 Asynchronous communication
 Calendar-related functions
 Semantic:
 Send
 Open
 Reply
 Organize
 Delete, etc.
 Syntactical:
 time and/or date related
 Lexical:
 Mouse-clicks
 Keystrokes
33
Organizational Level Systems:
Communication Systems

Figure 2C.o1py5ghiS
r t 2c0r6e- Jeonnh Wfoelr
i y &OSounst,lIoncok 34

Calendar.
Organizational Level Systems:
Enterprise Resource Planning
(ERP)
 Enterprise Resource Planning (ERP)
Systems: Systems designed to support all
the functions and activities of an organization
including marketing, production management,
order fulfillment, accounting, personnel
management, and financial management.
 Links the organization with it’s customers and
vendors.

35
Organizational Level Systems:
Customer Relationship Management
(CRM)
 Customer relationship management (CRM)
systems enable organizations to better serve
their customers via software in contrast to
customer service systems.
 Parts of CRM:
 Operational – automation of the basic
customer processes (marketing,
sales….).
 Analytical – analysis of customer
behavior.
 Co operational – ensures the contact with 36

customers (phone, e-mail….).

CRM

Figure 2.16 Customer recommendations from e’Gourmet.

37
 Table 2.3 Summary of Organizational Levels
in the Organizational Context

User Type System Organizational Interface

Considerations Focus
E-mail
systems Communication E-mails
Communication and document effectiveness Documents
management Anthony’s Calendars
systems pyramid
Intranet
Forms
Personnel human
All levels Locus of control Announcements
management resource
and Policies
portal
types of
Organizational users Trainin
E-training Organizational learning
learning g
modules
Organizational
Functional Reports and
ERP effectiveness and
systems data retrieval
efficiency
Extra- Revenue generation and Customer 8
CRM
organizational customer service service 3
Inter-organizational Systems
 Inter-organizational systems are those
systems that link companies with external
organizations (not individual customers).
 Usually this link is a B2B (business-
to- business) link between suppliers
and business customers.

39
Supply Chain Management
Systems

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