How to win friends and influence people: definitions of user-friendliness in interactive computer systems

Abstract

The arrival of 'user-friendly' (UF) computing has im portant implications, both for computer sales and for the accessibility of information online. Yet despite the growing trend towards UF systems and the increasing use of 'UF' in the literature, the term has not yet been adequately defined nor have criteria for UF been conclusively established. This paper stresses the importance of UF for the state-of-the-art and reviews the literature around this subject. The popular understanding of UF is outlined and some other definitions cited which suggest that the concept is more complex than it might appear. The author asserts that the idea of 'friendliness' is qualified by the word 'user' and that there fore UF systems must be able to recognize and accommodate the needs of different user groups. Published criteria for 'friendliness', 'ease of use', etc., are then discussed and a set of criteria for UF on which there is a consensus, is listed. The paper concludes by suggesting that a plausible definition of UF must take into account variations in the user population in terms of their individual characteristics and the tasks they wish to perform.