Monitoring computer users' behaviour in office environments*

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Abstract
Monitoring computer users' behaviour to enhance the usability of software has become increasingly popular among the developers of computer products. One objective of this paper is to compare the use of a software monitoring technique with other field observation methods. It is argued that when contrasted against traditional observation techniques, the software monitor provides a more accurate and unobtrusive approach to collecting behavioural data on larger samples of individuals for longer periods of time than either participant observation or Thinking Aloud methodologies. A second objective is to demonstrate the application of software monitors on installed multi-user systems. Technical aspects of software monitor design are discussed, with emphasis on specific practical problems in monitor design and utilization when making the transition from the laboratory to an office environment. Data from two studies are presented. The first illustrates how a software monitor can be used to determine the impact and acceptance of various software packages in an integrated office automation product. The second study examines how software monitor data were used to modify the interface to a specific electronic mail facility.

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