Business & Information Systems Engineering

, Volume 58, Issue 5, pp 367–370 | Cite as

Advanced User Assistance Systems

  • Alexander Maedche
  • Stefan Morana
  • Silvia Schacht
  • Dirk Werth
  • Julian Krumeich

The Evolution of User Assistance

Information technology (IT) capabilities are increasing at an impressive pace, but users’ cognitive abilities are not developing at the same speed. Thus, there is a gap between users’ abilities and available IT. Handbooks or online help functions such as “F1 help” try to close this gap by providing explanatory information for the IT capabilities at hand. However, there is strong empirical evidence that traditional support structures are not as effective as intended (Sykes 2015); on the contrary, they distract users from their work (Barrett et al. 2004), which results in decreased efficiency and effectiveness as well as lower job satisfaction.

Initial attempts to support users with more comprehensive integrated assistance functions failed miserably. A well-known example of such a dismal failure is “Clippy, the paperclip”, a cartoon character developed by Microsoft that automatically popped up to assist users of Microsoft Office. However, instead of...


Advanced user support Context awareness Interactive Intelligent systems 


  1. Barrett LF, Tugade MM, Engle RW (2004) Individual differences in working memory capacity and dual-process theories of the mind. Psychol Bull 130(4):553–573CrossRefGoogle Scholar
  2. Bengler K, Dietmayer K, Farber B, Maurer M, Stiller C, Winner H (2014) Three decades of driver assistance systems: review and future perspectives. Intell Transp Syst Mag 6(4):6–22CrossRefGoogle Scholar
  3. Burkhart T, Krumeich J, Werth D, Loos P (2012) Flexible support system for email-based processes: an empirical evaluation. Int J E-Bus Dev 3(2):77–85Google Scholar
  4. Di Valentin C, Emrich A, Lahann J, Werth D, Loos P (2015) Adaptive social media skills trainer for vocational education and training: concept and implementation of a recommender system. In: Proceedings of the 48th annual Hawaii international conference on system sciences (HICSS-15)Google Scholar
  5. Gass O, Öztürk G, Schacht S, Maedche A (2015) Designing an enterprise social questions and answers site to enable scalable user-to-user support. In: Donnellan B, Helfert M, Kenneally J, VanderMeer D, Rothenberger M, Winter R (eds) New Horizons in Design Science: Broadening the Research Agenda SE. Lecture Notes in Computer Science, vol 9073. Springer, Heidelberg, pp 3–18Google Scholar
  6. Honold F, Bercher P, Richter F, Nothdurft F, Geier T, Barth R, Hornle T, Schussel F, Reuter S, Rau M, Bertrand G, Seegebarth B, Kurzok P, Schattenberg B, Minker W, Weber M, Biundo S (2014) Companion-technology: towards user- and situation-adaptive functionality of technical systems. International conference on intelligent environments (IE), Shanghai, China, IEEE, pp. 378–381Google Scholar
  7. Krumeich J, Bredehöft T, Werth D, Loos P (2015) Computer-assisted e-customs transactions: proposing a system to support small and medium-sized enterprises in electronically declaring international exports. Int J Electro Gov Res 11(1):21–38Google Scholar
  8. Morana S, Gerards T, Maedche A (2015) ITSM processguide – a process guidance system for it service management. In: New Horizons in Design Science: Broadening the Research Agenda. 10th International Conference, DESRIST 2015, Dublin, Ireland, pp. 406–410Google Scholar
  9. Pfeiffer J (2012) Interactive decision aids in e-commerce. Contributions to management science. Springer, HeidelbergCrossRefGoogle Scholar
  10. Schacht S, Morana S, Maedche A (2014) The project world – gamification in project knowledge management. In: ECIS 2014 Proceedings, Track 04, Paper 10Google Scholar
  11. Sykes TA (2015) Support structures and their impacts on employee outcomes: a longitudinal field study of an enterprise system implementation. MIS Q 39(2):437–495Google Scholar
  12. Veletsianos G (2007) Cognitive and affective benefits of an animated pedagogical agent: considering contextual relevance and aesthetics. J Educ Comput Res 36(4):373–377CrossRefGoogle Scholar

Copyright information

© Springer Fachmedien Wiesbaden 2016

Authors and Affiliations

  • Alexander Maedche
    • 1
  • Stefan Morana
    • 1
  • Silvia Schacht
    • 1
  • Dirk Werth
    • 2
  • Julian Krumeich
    • 3
  1. 1.Institute of Information Systems and Marketing (IISM), Karlsruhe Service Research Institute (KSRI), Karlsruhe Institute of Technology (KIT)KarlsruheGermany
  2. 2.AWS-Institute for Digitized Products and Processes (AWSi)SaarbrückenGermany
  3. 3.Institute for Information Systems (IWi)Saarland UniversitySaarbrückenGermany

Personalised recommendations