User Support
Subject
Users of technical products, systems or services often need some form of help to enable them to take the full advantage of their purchase. Companies have to offer such help as a part of their contract with their customers. Forms of help include manuals, user instructions, technical specifications, training materials, websites, helpdek support, and many other forms of communication.
The focus in this course is on the theories and the research that are relevant to the design of user support. Much of our insights about designing instructional materials are based upon cognitive psychological and learning theories. But other theoretical approaches have also showed to be of value in this field, such as models of persuasion (related wo warnings), conversation analysis (related to helpdesks), or perceptual theories (related to illustrations in user instructions).
Some topics in the course are:
- Legal and marketing perspectives on user support
- Design of procedural instructions, including visualisation
- Instructional conversations in helpdesk calls
- Increasing user's motivation and confidence
- Usability testing of user support systems and products
Method
The course consistes of 10 weekly meetings, echt devoted to one topic. The students prepare each meeting by studying one or two (research) articles and by writing a short position statement on a given issue. During the meetings, the group discusses the articles and the position papers. The teacher may add some extra information or issues to the discussion.
Teachers
Michaël Steehouder, Joyce Karreman. Several authors of articles will join the meeting(s) in which their article(s) will be discussed (Hans van der Meij, Lex van Velsen, Nicole Loorbach).
Language
English (Dutch if all students speak and understand Dutch).
Period
The course is offered in the first semester from september until december.
Level
Mastercourse, 5 ECTS (140 hours of work for the average student).
Examination
The students make their own list of 20 articles for an oral examination.
Follow up assignment
In addition to the course, students can opt for an individual assignment (5 ECTS) which cal include (1) a literature review on a specific topic, (2) a (re-) design of a user support document (paper or electronic), or (3) a replications of one of the studies found in the literature.