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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
Catchword

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...

Keywords

Advanced user support Context awareness Interactive Intelligent systems 

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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

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