Perceptions of Computer Manuals: A View from the Field

Abstract

What is it really like to use a computer reference manual? Where are manuals used? Is it easy to find information? Is the information accurate and complete? Do the format and style support the uses for manuals? Are the materials perceived to be of high quality? These questions were addressed in a field study of the manuals for the MicroVAX II computer system. Results showed consistent needs and opinions across the 10 sites visited. Work environments were typically small and crowded. Manuals were located EVERYWHERE. Customer perceptions depended on how well the manuals helped them perform their jobs. While content and style received high ratings, difficulties with finding information were reported. Users also voiced strong opinions about certain aspects of the physical materials.