This paper describes a large-scale project to improve the effectiveness of knowledge base (KB) articles on a support website in solving problems experienced by novice to intermediate computer users. The project encompasses the structure of the content, the quality of the writing and graphics, and the user interface presentation. In addition, we are developing guidelines intended for the designers and writers of new KB articles. We leveraged product knowledge, research findings, and extensive experience in user support to develop and empirically test three prototypes. Preliminary test results show improved solve rates ranging from 17% to 26%, with still better results from pilot content currently released to the public.

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Cited By

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Meng M(2023)Using Eye Tracking to Study Information Selection and Use in ProceduresIEEE Transactions on Professional Communication10.1109/TPC.2022.322802166:1(7-25)Online publication date: Mar-2023
https://doi.org/10.1109/TPC.2022.3228021
Butler KHunt AMuehleisen JZhang JHuffer BMynatt ESchoner DFitzpatrick GHudson SEdwards KRodden T(2010)Ontology models for interaction designCHI '10 Extended Abstracts on Human Factors in Computing Systems10.1145/1753846.1754191(4525-4540)Online publication date: 9-Apr-2010
https://dl.acm.org/doi/10.1145/1753846.1754191
Farkas D(2010)The diagnosis-resolution structure in troubleshooting procedures2010 IEEE International Professional Comunication Conference10.1109/IPCC.2010.5529808(12-19)Online publication date: Jul-2010
https://doi.org/10.1109/IPCC.2010.5529808

Index Terms

The new face of procedural content: a real world approach
1. Human-centered computing
  1. Human computer interaction (HCI)

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CHI EA '08: CHI '08 Extended Abstracts on Human Factors in Computing Systems

April 2008

2035 pages

ISBN:9781605580128

DOI:10.1145/1358628

General Chairs:
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Microsoft Research, USA
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Arnie Lund
Microsoft, USA
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Desney Tan
Microsoft Research, USA

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Meng M(2023)Using Eye Tracking to Study Information Selection and Use in ProceduresIEEE Transactions on Professional Communication10.1109/TPC.2022.322802166:1(7-25)Online publication date: Mar-2023
https://doi.org/10.1109/TPC.2022.3228021
Butler KHunt AMuehleisen JZhang JHuffer BMynatt ESchoner DFitzpatrick GHudson SEdwards KRodden T(2010)Ontology models for interaction designCHI '10 Extended Abstracts on Human Factors in Computing Systems10.1145/1753846.1754191(4525-4540)Online publication date: 9-Apr-2010
https://dl.acm.org/doi/10.1145/1753846.1754191
Farkas D(2010)The diagnosis-resolution structure in troubleshooting procedures2010 IEEE International Professional Comunication Conference10.1109/IPCC.2010.5529808(12-19)Online publication date: Jul-2010
https://doi.org/10.1109/IPCC.2010.5529808

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Representing procedural knowledge in expert systems: an application to process control

Integrating expectations from different sources to help end users acquire procedural knowledge