User support: revealing structure instead of surface

Abstract

The development of different help systems and the application of numerous approaches to user support have shown (a) that end-users may encounter insuperably complex use situations, and (b) that it is possible to assist users significantly by implementing computerized help systems. There are many approaches to the realization of user support, varying from the use of natural language to user modelling. However, the current help systems seem to focus on relatively technical data processing issues, ignoring the organizational context in which the use takes place. It is asserted in this paper that it is relevant for users to perceive the organizational context and that it is possible to reflect the context in a support system. Representing the context in a support system is made possible by introducing a context database. A context database is parallel to the actual database and contains information about task flows, task-connected information objects and the like. Therefore the analysis of work and information systems has to be based on related areas. The areas of inquiry are (a) tasks, (b) job design, (c) organization of work, (d) computer applications and (e) information media. The following kinds of mappings can be incorporated within the context database: [organizational unit Ol]-T_person PI in job]-[job task Tl]-[task-connected information Il]-[task-connected information 12]-[job task T2]-[person in job P2]-[organizational unit O2], This type of chain (or parts of it) can then be visualized as context support.