Human Computer Interaction: Developing Effective Organizational Information Systems

Transcription

1 Human Computer Interaction: Developing Effective Organizational Information Systems Dov Te'eni JaneCarey Ping Zhang with a Foreword by Izak Benbasat John Wiley & Sons, Inc.

2 M-l- *.'.*»! Contents Foreword Preface xv xvii CONTEXT Chapter 1 Introduction 1 Human-Computer Interaction: Definition, Importance and Scope Quality Human-Computer Interaction Scope of HCl 5 2 Themes in HCl Underlying This Book Fit Levels of Interaction Human Resources in HCl and their Impact Context 11 3 Application A Methodology for HCl Development 12 4 The Structure of the Book 14 5 Summary 16 6 Summary of Concepts and Terms 17 7 Bibliography and Additional Readings 18 8 Case Study 19 9 Exercises 19 Chapter 2 Organizational and Business Context 1 Introduction 22 2 Individual Level Office Automation Systems Electronic Document Preparation Systems Data Entry Systems Customer Account Management Systems Knowledge Work Systems (KWS) Decision Support Systems (DSS) Executive Support Systems 32 3 Work Group Level 34

3 3.1 Project Management Systems (PMS) Work Flow Management Systems Group Support Systems GSS User Interface Shared Workspace 40 4 Organizational Level Systems Communication Systems Enterprise Resource Planning (ERP) Systems Customer Relationship Management (CRM) 44 5 Interorganizational Systems 44 6 Summary 45 7 Summary of Concepts and Terms 45 8 Bibliography and Additional Readings 45 9 Case Study Exercises 49 F0UNDATI0NS Chapter 3 Interactive Technologies 1 Introduction 52 2 Sensory Perception and Interactive Input Devices Devices That Rely on Vision Keyboards Pointing devices Devices That Rely on Audition Speech Recognition Devices That Rely on Touch 57 3 Output Devices Visual Display Printers Auditory Output Nonspeech Auditory Output Speech 59 4 Wearable Devices 60 5 Wireless Devices 60 6 Virtual Devices 61 7 Summary 62 8 Summary of Concepts and Terms 63 9 Bibliography and Additional Readings Case Study Exercises 65

4 Chapter 4 Physical Engineering 1 Introduction 68 2 Human Performance and Limitations Performance and Other Criteria for Physical Engineering Limitations Sensory Limits Responder (Motor) Limits Fitts' Law 72 3 Sensory Perceptions and Implications for Design Vision Audition Touch 76 4 Health Problems Associated with HCl Emissions Repetitive-Motion Problems Vision Problems Muscular Problems 79 5 Technical Support for the Disabled Support for the Visually Impaired Support for the Hearing-Impaired Support for Physically Impaired 81 6 Summary 82 7 Summary of Concepts and Terms 83 8 Bibliography and Additional Readings 83 9 Case Study Exercises 84 Chapter 5 Congnitive Engineering 1 A Simplified View of Human Information Processing 88 2 The Complexity of HCl HCl as a Bridge between Human and Computer The Gulfs of Execution and Evaluation Norman's Seven-Stage Model of User Activity Fit and Complexity 94 3 User Activity with Multiple Intentions 95 4 UsingGOMS to Describe User Activity Goals, Operators, Methods, and Selection Rules UsingGOMS 99 5 Errors A Classification of Errors according to Behavior Type The Causes of Error 103

5 viii Contents 6 Fit and Complexity Extended Summary Summary of Concepts and Terms Bibliography and Additional Readings Case Study Exercises 107 Chapter 6 Affective Engineering 1 Introduction: Feeling and Attitüde A Simplified View of Affect in HCl Some Core Concepts of Affect Affective Qualities and Affective Impressions in HCl Applications of Affect to Computing Affect and Performance Attitudes Attitudes Concept and Measurement TAM Technology Acceptance Model Expanded View of Affect in HCl Attitudes Revisited Satisfaction Individual Differences and Training Summary of Attitudes Flow and Playfulness Summary Summary of Concepts and Terms Bibliography and Additional Readings Exercises 131 APPLICATIONS Chapter 7 Evaluation 1 Introduction What to Evaluate: Multiple Concerns of HCl Why to Evaluate When to Evaluate Issues in Evaluation Usability and Usability Engineering The Origin of Usability Concerns Usability Definitions Usability Engineering 145

6 2.4 Universal Usabihty Evaluation Methods Analytical Methods Heuristic Evaluation Guideline Review Cognitive Walk-Through Pluralistic Walk-Through Inspection with Conceptual Frameworks such as the TSSL Model Empirical Methods Survey/Questionnaire Interviews Lab Experiment Observing and Monitoring Usage through Field Studies Comparison of Methods Standards Types of Standards for HCl and Usability Common Industry Format (CIF) Background and Current Status The CIF Format How to Use the CIF Summary Appendix A: The Detailed CIF Template Appendix B: Research Tools Appendix C: Sample Laboratories for HCl Studies Summary of Concepts and Terms Bibliography and Additional Readings Case Study Exercises 190 Chapter 8 Design Principles and Guidelines 1 Introduction Design Principles Improve Users' Task Performance and Reduce Their Effort Strive for Fit between the Information Representation Needed and Presented Provide and Constrain Affordances to Capture Real-World Knowledge Design for Error Design for an Enjoyable and Satisfying Interaction Promote Trust 201

7 x Contents 2.7 Support Diversity of Users Design Guidelines Issue I: Consistency Guidelines Issue II: User Control and Feedback Guidelines Issue III: Metaphor Guidelines Issue IV: Direct Manipulation Issue V: Aesthetics in Screen Design Summary Summary of Concepts and Terms Bibliography and Additional Readings Case Study Exercises 223 Chapter 9 Tasks in the Organization! Context 1 Introduction Characteristics of Organizational Tasks Work at the Office as Context Tasks and Their Interrelations Characteristics of Different Types of Work Information Processing Functions Supported by HCl WorkModeling Decision Making as Organizational Task The Decision Life Cycle for Determining Requirements Levels of Interaction in Decision Making A Method for Task Analysis and Decision Support An Overview of the Method Situational and Functional Analysis Constraint Analysis A Demonstration of the Method for Task Analysis Summary Summary of Concepts and Terms Bibliography and Additional Readings Exercises Appendix: Decision Decomposition Protocol 255 Chapter 10 Componential Design 1 Introduction Color Color Introduction Color The Building Blocks Color The Syntactic and Semantic Levels 263

8 Contents < xi 2.4 Color The Task Level Datalnput Data Input Introduction Data Input The Building Blocks Data Input The Syntactic and Semantic Levels Data Input The Task Level Navigation and Flow Control Navigation and Flow Control Introduction Navigation and Row Control The Building Blocks Navigation and Row Control The Syntactic and Semantic Levels Navigation and Flow Control The Task Level Quantitative Graphics Graphics Introduction Graphics The Building Blocks Graphics The Syntactic and Semantic Levels Graphics The Task of Deciding and Communicating More on Graphics: Training, Individual Differences, and Affective Impressions Form Design Forms for Data Input Introduction Form Fill-In The Building Blocks Form Fill-In The Syntactic and Semantic Levels Form Fill-In The Task level Summary Summary of Concepts and Terms Bibliography and Additional Readings Exercises 288 Chapter 11 HCl Development Methodology 1 Introduction The Role of HCl Development in SDLC SDLC: The Systems Development Life Cycle HCl in SDLC: What It Has Been The Human-Centered SDLC Model: HCSDLC Modern SA&D and HCl: Different Emphases The HCl Development Methodology Philosophy, Strategies, Principles, and Guidelines The Project Selection and Planning Phase The Interaction Analysis Phase Requirements Determination and User-Needs Test 301

9 xii Contents Context Analysis User Analysis Task Analysis Evaluation Metrics Alternative Generation and Selection The Interaction Design Phase Interface Specification Metaphor Design Media Design Dialogue Design Presentation Design Formative Evaluations The Implementation Phase Prototyping Documenting HCl Development Activities and Deliverables Applying the HCl Development Methodology Summary Summary of Concepts and Terms Bibliography and Additional Readings Case Study Exercises 324 ADDITIONAL CONTEXT Chapter 12 Interpersonal Relationships, CoUaboration, and Organization 1 Introduction CoUaboration CoUaboration The Building Blocks CoUaboration Semantic and Syntactical Level CoUaboration Task Level The Issue of Trust Communication and Technology Information Richness Theory Social Identity and De-invidualization (SIDE) Process Work Group Level Group Decision Support Systems (GDSS) Virtual Teams Culture and CSS Leadership and GSS Anonymity and GSS 342

10 6 Enterprise-Level Systems Wiki Anthony's Triangle (Also Known as Anthony's Pyramid) Communication Support Systems Enterprise-Level Implementation Issues Innovation Diffusion Theory Technology Acceptance Model and the Organizational Level E-Commerce: Linking the Customer to the Enterprise Trust and TAM in Online Shopping Consumer Behavior Models Summary Summary of Concepts and Terms Bibliography Exercises 357 Chapter 13 Social and Global Issues 1 Introduction Social Context Anxiety Alienation Potency and Impotence of the Individual Complexity and Speed Organizational and Societal Dependence Unemployment and Displacement Valuing Human Diversity Ethical Considerations Accessibility Privacy Accountability Intellectual Property Using Computers to Support Social Responsibility Global Context Software Globalization Software Localization The Social and Global Aspects of the Internet Social Impact of the Internet Global Impact of the Internet Summary Summary of Concepts and Terms Bibliography and Additional Readings Case Study Exercises 387

11 Contents Chapter 14 Meeting the Changing Needs of IT Development and Use 1 Introduction Emerging IT Use Changes and the Impacts Ubiquitous Computing (Ubicomp) What Is Ubicomp? Challenges for HCl Design and Evaluation Social Computing and Communityware Value-Sensitive Design (VSD) What Is VSD? Case 1: Room with a View: Using Plasma Displays in Interior Offices Case 2: UrbanSim: Integrated Land Use, Transportation, and Environmental Simulation VSD and HCl Development Emerging IT Development Changes OpenSource What Is Open Source? Challenges for HCl Design and Evaluation Component-Based Software Development (CBSD) What Is CBSD? Challenges in HCl Design and Evaluation Outsourcing, Offshore Outsourcing, and Freelancing What Are Outsourcing, Offshore Outsourcing, and Freelancing? Challenges in HCl Design and Evaluation Summary Summary of Concepts and Terms Bibliography and Additional Readings Case Study Exercises 412 Glossary 413 Bibliography 421 Subject Index 433