Multilevel Structured Documentation

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Abstract
This research examined the effects of different types of documentation on the performance of users with different levels of experience on a word-processing program. Three forms of documentation (global overview, detailed step-by-step, and combined global and detailed) were presented to undergraduates with high, medium, and low levels of computer experience. Dependent measures were problem-solving behavior using a word-processing program, the amount of information retained by the participants about the program, and subjective reactions to the documentation. The results indicated that (a) combined global and detailed documentation was, in general, superior to either type of documentation alone; (b) more experienced users were superior in reading documentation more quickly and solving problems more quickly, but they did not have significantly better recall or recognition of components of the program; and (c) the effects of type of documentation did not interact with the level of user's experience.

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