[Sigia-l] When is training/help ok?

[Andrew Boyd]

Hi Dave,

I read the article - I am a big fan of this kind of thinking - it is a 
bit like the Hackos and Redish 'ripple' model for different levels of 
information support (from User and Task Analysis for Interface Design, 
can't remember the page number, don't have my copy here at the moment, 
sorry ) where they look at an inclusive model for information support - 
it is a spectrum, with traditional classroom model training at one end, 
and embedded context sensitive help at the other end, dependent from 
memory on the amount of ongoing outside involvement in the learning process.

If it ever gets published, I have a bunch of stuff on how to design 
holistic information support solutions - this is pretty much 
product-support-centric, but does make the assumption that the info 
support designer will work within and with the application development 
team. I've done this, and apart from it being challenging/rewarding, it 
is also more fun :)

My writing was a reaction to the 'we have an application, therefore we 
need a user manual' knee-jerk reaction (which I have seen happen, and it 
is not pretty!) - I think that your article came out of the same kind of 
frustration - 'we have an application, therefore we need a 
classroom-model training course'.

Best regards, Andrew

Dave wrote:

>I thought that a recent blog entry I wrote, might stir some UX
>discussion here about training and help.
>
>http://synapticburn.com/comments.php?id=34_0_1_0_C
>
>When is it acceptable to say and design for training and help?
>I'm not talking about designing product support systems. I'm talking
>about assuming that there will be help and training when developing
>applications and other digital solutions.
>
>-- dae
>
>  
>


-- 
_________________________________________
Andrew Boyd 
Business Development Manager
Daily Basis P/L
Phone 02 6282 9797 or 02 4885 1357
Mobile 0412 641 074
Email andrew at dailybasis.com.au
or andrew_db at bigpond.com
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