Combining Design Patterns and Elements of Social Computing for the Design of User Centered Online Help Systems

Autor/inn/en	Heckner, Markus; Schworm, Silke; Wolff, Christian
Titel	Combining Design Patterns and Elements of Social Computing for the Design of User Centered Online Help Systems
Quelle	In: Journal of Educational Technology Systems, 38 (2010) 1, S.3-20 (18 Seiten)Infoseite zur Zeitschrift PDF als Volltext Verfügbarkeit
Sprache	englisch
Dokumenttyp	gedruckt; online; Zeitschriftenaufsatz
ISSN	0047-2395
Schlagwörter	Feedback (Response); Prior Learning; Psychology; Internet; Social Networks; Communication Problems; Program Implementation; Barriers; Expertise; Access to Information; Help Seeking; Educational Technology; Instructional Design; Computer Mediated Communication; Web Sites; Distance Education; Computer Software; Programming; Computer System Design; Technical Support; Multimedia Instruction; Information Management; Foreign Countries; Germany + Suchen Sie Ihr Suchwort? Vorkenntnisse; Psychologie; Social network; Soziales Netzwerk; Kommunikationsbarriere; Expert appraisal; Help-seeking behavior; Help-seeking behaviour; Hilfe suchendes Verhalten; Unterrichtsmedien; Lesson concept; Lessonplan; Unterrichtsentwurf; Computerkonferenz; Web-Design; Distance study; Distance learning; Fernunterricht; Programmierung; Multimediales Lernen; Procurement of information; Informationsbeschaffung; Ausland; Deutschland
Abstract	Many current (online) help systems fail because users refuse to use them or, even if they do so, they do not perceive them as helpful. There is an obvious gap between the intentions of the help content authors and the achievement of objectives concerning the perceived usefulness by help users. Problems may be divided into psychological and implementation issues. On the psychological side users are often seriously challenged with understanding the instructions given by the system, which usually is not adequately adapted to user's prior knowledge or the vocabulary of a lay person. This problem of expert-lay communication is strengthened by the implementation problem of missing feedback channels. As a result, help systems do often leave users in isolation with their problems. The current article aims to address these issues by presenting an information architecture for an online help system which addresses aspects of communication between authors and users. The approach combines earlier models of design patterns with features for user contribution from social software and design principles in multimedia learning. (Contains 1 table and 7 figures.) (As Provided).
Anmerkungen	Baywood Publishing Company, Inc. 26 Austin Avenue, P.O. Box 337, Amityville, NY 11701. Tel: 800-638-7819; Tel: 631-691-1270; Fax: 631-691-1770; e-mail: info@baywood.com; Web site: http://baywood.com
Erfasst von	ERIC (Education Resources Information Center), Washington, DC
Update	2017/4/10