Papers by Michael Steehouder
Tijdschrift Voor Geschiedenis, 2006
Technical Communication, 2004
᭜ Compares the behavior and attitudes of participants from different cultures in two types of usa... more ᭜ Compares the behavior and attitudes of participants from different cultures in two types of usability tests ᭜ Shows that retrospective think-aloud protocols are less affected by cultural differences than the plus-minus method
Proceedings. IEEE International Professional Communication Conference, 2002
The author reflects on what users will expect from 'customer support' in the near... more The author reflects on what users will expect from 'customer support' in the near future. To this end he looks at relevant literature and also reflects on the content of some current customer support sites on the Internet. In particular he focuses on two expectations. Firstly, users will expect tailored information. They want a straight answer to their individual questions
Proceedings of IPCC 97. Communication, 1997
Abstract Instructions for use should not be seen as merely instrumental-they should also persuade... more Abstract Instructions for use should not be seen as merely instrumental-they should also persuade the reader to read the text and to act accordingly. Moreover, they should establish a positive image of the product and the manufacturer. In this paper, a collection of ...
IEEE International Professional Communication Conference, 2003. IPCC 2003. Proceedings., 2003
Page 1. The Shape of Knowledge How can I help you? User instructions in telephone calls ... 3. Th... more Page 1. The Shape of Knowledge How can I help you? User instructions in telephone calls ... 3. The opening of the call Although our main purpose is not to examine the opening sequences of the call, it is interesting to see that the client xxxxx customer service, can i help you? ...
IPCC 2005. Proceedings. International Professional Communication Conference, 2005., 2005
Procedures form the heart of user instructions, tutorials, reference guides, job-aids, online hel... more Procedures form the heart of user instructions, tutorials, reference guides, job-aids, online help, way-finding instructions, medicine prescriptions, and so on. This paper summarizes the four component model, which is intended to integrate best practices and research outcomes.
International Journal of Infection Control, 2008
IEEE International Professional Communication Conference, 2003. IPCC 2003. Proceedings., 2003
Adding declarative information to the essential procedural information in instructions for use mi... more Adding declarative information to the essential procedural information in instructions for use might have different effects. Previous research examined the effect of declarative information on the ability to work with the system that is described in the instructions. However, the results of the various experiments were not conclusive. Moreover, other possible effects of declarative information were never investigated before. In
2007 IEEE International Professional Communication Conference, 2007
Abstract This paper describes the experiences of two academic departments that have been engaged ... more Abstract This paper describes the experiences of two academic departments that have been engaged in a transatlantic cooperation for the past ten years. The cooperation has included student exchanges, faculty exchanges, joint research, and a series of international summer workshops on communication design. The paper provides lessons learned from the cooperation that can be of use for other departments that are considering similar relationships and discusses some of our expectations for the future of the relationship.
2007 IEEE International Professional Communication Conference, 2007
This paper gives an overview of three studies that we conducted to investigate the effects of mot... more This paper gives an overview of three studies that we conducted to investigate the effects of motivational elements in user instructions. We tested for effects on usability, in particular on task effectiveness, task efficiency and user satisfaction. Motivational elements are textual additions or modifications to user instructions with the aim of motivating the reader, without changing the content of the
Proceeding of the twenty-sixth annual CHI conference extended abstracts on Human factors in computing systems - CHI '08, 2008
This paper describes a project that uses real-world computer-troubleshooting scenarios to test an... more This paper describes a project that uses real-world computer-troubleshooting scenarios to test and expand upon the latest research and technical knowledge in the area of procedural content development. Our goal was to improve the effectiveness of on-line help procedures for solving computer problems experienced by novice to intermediate computer users. Our focus was not just on writing techniques. We also focused on presentation aspects such as the structure of the content, use of graphics and screenshots. The outcome of the project is to develop procedural writing and presentation guidelines and to apply them to developing future support content, which we believe will lead to increased success of the target user. Prototypes based on the guidelines were usability tested with one prototype released on our public site. These tests showed positive results.
18th Annual Conference on Computer Documentation. ipcc sigdoc 2000. Technology and Teamwork. Proceedings. IEEE Professional Communication Society International Professional Communication Conference and ACM Special Interest Group on Documentation Conferenc, 2000
Procedural instructions that consist of only a sequence of steps will probably be executable, but... more Procedural instructions that consist of only a sequence of steps will probably be executable, but nevertheless "meaningless I' to users of technical devices. This paper discusses three features that can make procedural instructions more meaningfirl: adding finctional coordinating information, adding information about the use of the technical device in real lfe, and adding operational information about how the device works. The research literature supports the eflectiveness of the first feature, but oflers little evidence that real lfe 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 $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 situational.
IPCC 2005. Proceedings. International Professional Communication Conference, 2005., 2005
is not yet known. On the basis of our analysis, we propose follow-up experiments and we recommend... more 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.
The Information Society, 2011
Although there is near consensus on the need for privacy, the reality is that people's a... more Although there is near consensus on the need for privacy, the reality is that people's attitude toward their personal information privacy is complex. For instance, even when people claim that they value their information privacy, they often trade their personal information for tangible or intangible benefits. In this article, the research on different ways in which people respond to risks to privacy is examined. They include information seeking to reduce uncertainty, the withholding of information, and the provision of fabricated information. The impact of trust and inducements on Internet users’ willingness to share personal information is also examined. Thereafter, important postulates from theories in communication, social psychology, and sociology are synthesized into a comprehensive theoretical framework for personal information-related behaviors in the online environment.
The Knowledge Engineering Review, 2008
This literature review focuses on user-centered evaluation (UCE) studies of adaptive and adaptabl... more This literature review focuses on user-centered evaluation (UCE) studies of adaptive and adaptable systems. Usability, perceived usefulness and appropriateness of adaptation are the three most commonly assessed variables. Questionnaires appeared to be the most popular method, followed by interviews and data log analysis. The quality of most questionnaires was questionable, and the reporting of interviews and think-aloud protocols was found to be shallow. Furthermore, data logs need triangulation in order to be useful. The reports encountered lack empirical value. The article models the iterative design process for adaptive and adaptable systems, linked to the goals of UCE: supporting decisions, detecting problems and verifying quality. This model summarizes the variables to be assessed at each stage of the process and the relevant methods to assess them.
Journal of Technical Writing and Communication, 2005
In this article we focus on professional readers who have to write recommendations in an online e... more In this article we focus on professional readers who have to write recommendations in an online environment. We address the question whether taking notes on screen influences the reading process and the quality of the recommendations in terms of applicability, completeness, and persuasiveness. Seven participants each composed two pieces of advice on technical communication issues. They could use an electronic
Journal of Technical Writing and Communication, 1996
Page 1. J. TECHNICAL WRITING AND COMMUNICATION, Vol. 26(4) 453-473, 1996 THE SEQUENTIAL ORDER OF ... more Page 1. J. TECHNICAL WRITING AND COMMUNICATION, Vol. 26(4) 453-473, 1996 THE SEQUENTIAL ORDER OF PROCEDURAL INSTRUCTIONS: SOME FORMAL METHODS FOR DESIGNERS OF FLOW CHARTS CAREL ...
Journal of Technical Writing and Communication, 1992
ABSTRACT .The research described here examines the problems encountered by people when filling in... more ABSTRACT .The research described here examines the problems encountered by people when filling in forms. Subjects were required to complete forms on the basis of a situation sketch, while thinking aloud. From the completed forms, the observations, and the subjects' comments, ...
Journal of Medical Internet Research, 2007
Background: A systematic literature review was carried out to study the benefits of teleconsultat... more Background: A systematic literature review was carried out to study the benefits of teleconsultation and videoconferencing on the multifaceted process of diabetes care. Previous reviews focused primarily on usability of technology and considered mainly one-sided interventions.
Journal of Medical Internet Research, 2008
Prior studies have shown that many patients are interested in Internet-based technology that enab... more Prior studies have shown that many patients are interested in Internet-based technology that enables them to control their own care. As a result, innovative eHealth services are evolving rapidly, including self-assessment tools and secure patient-caregiver email communication. It is interesting to explore how these technologies can be used for supporting self-care.
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Papers by Michael Steehouder