Heuristics for Broader Assessment of Effectiveness and Usability

University of Kentucky UKnowledge Writing, Rhetoric, and Digital Studies Faculty Publications Writing, Rhetoric, and Digital Studies 2-1-2013 Heuristics for Broader Assessment of Effectiveness and Usability in Technology-Mediated Technical Communication Roger Grice Rensselaer Polytechnic Institute Audrey G Bennett Rensselaer Polytechnic Institute Janice W Fernheimer University of Kentucky, jfernheimer@uky.edu Cheryl Geisler Simon Fraser University, Canada Robert Krull Rensselaer Polytechnic Institute See next page for additional authors Right click to open a feedback form in a new tab to let us know how this document benefits you Follow this and additional works at: https://uknowledge.uky.edu/wrd_facpub Part of the Communication Technology and New Media Commons Repository Citation Grice, Roger; Bennett, Audrey G.; Fernheimer, Janice W.; Geisler, Cheryl; Krull, Robert; Lutzky, Raymond A.; Rolph, Matthew G J.; Search, Patricia; and Zappen, James P., "Heuristics for Broader Assessment of Effectiveness and Usability in Technology-Mediated Technical Communication" (2013) Writing, Rhetoric, and Digital Studies Faculty Publications https://uknowledge.uky.edu/wrd_facpub/4 This Article is brought to you for free and open access by the Writing, Rhetoric, and Digital Studies at UKnowledge It has been accepted for inclusion in Writing, Rhetoric, and Digital Studies Faculty Publications by an authorized administrator of UKnowledge For more information, please contact UKnowledge@lsv.uky.edu Authors Roger Grice, Audrey G Bennett, Janice W Fernheimer, Cheryl Geisler, Robert Krull, Raymond A Lutzky, Matthew G J Rolph, Patricia Search, and James P Zappen Heuristics for Broader Assessment of Effectiveness and Usability in Technology-Mediated Technical Communication Notes/Citation Information Published in Technical Communication, v 60, no 1, p 3-27 The publisher has granted the permission for posting the article here This article is available at UKnowledge: https://uknowledge.uky.edu/wrd_facpub/4 Applied Research Heuristics for Broader Assessment of Effectiveness and Usability in TechnologyMediated Technical Communication Roger A Grice, Audrey G Bennett, Janice W Fernheimer, Cheryl Geisler, Robert Krull, Raymond A Lutzky, Matthew G.J Rolph, Patricia Search, and James P Zappen Abstract Purpose5PPêFSBEEJUJPOBMUPPMTGPSUIFBTTFTTNFOUPGFêFDUJWFOFTTBOEVTBCJMJUZJO UFDIOPMPHZNFEJBUFEDPNNVOJDBUJPOCBTFEJOFTUBCMJTIFEIFVSJTUJDT Method"OJOUFSEJTDJQMJOBSZHSPVQPGSFTFBSDIFSTBU3FOTTFMBFS1PMZUFDIOJD*OTUJUVUF TFMFDUFEëWFEJTQBSBUFFYBNQMFTPGUFDIOPMPHZNFEJBUFEDPNNVOJDBUJPO GPSNBMMZ FWBMVBUFEFBDIVTJOHDPOUFNQPSBSZIFVSJTUJDT BOEUIFOFOHBHFEJOBOJUFSBUJWFEFTJHO QSPDFTTUPBSSJWFBUBOFYQBOEFEUPPMLJUGPSJOEFQUIBOBMZTFT Results"TFUPGIFVSJTUJDTBOEPQFSBUJPOBMJ[FENFUSJDTGPSUIFEFFQFSBOBMZTJTPGB CSPBEFSTDPQFPGDPOUFNQPSBSZUFDIOPMPHZNFEJBUFEDPNNVOJDBUJPO ConclusionsɨFDPOUJOVBMFWPMVUJPOPGDPNNVOJDBUJPO JODMVEJOHUIFFNFSHFODF PGOFX JOUFSBDUJWFNFEJB 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SFDPHOJUJPO SBUIFSUIBOSFDBMM ìFYJCJMJUZBOEFïDJFODZPGVTF BFTUIFUJDBOENJOJNBMJTUEFTJHO IFMQBMMPXJOH VTFSTUPSFDPHOJ[F EJBHOPTF BOESFDPWFSGSPNFSSPST BOE IFMQBOEEPDVNFOUBUJPO8FBMTPSFGFSFODFE )BSHJTFUBMT DIFDLMJTUTZTUFN EFWFMPQFEBU*#. $PSQPSBUJPOT4BOUB5FSFTB-BCPSBUPSZBOECBTFEPOUIF QSPQPTJUJPOUIBURVBMJUZUFDIOJDBMJOGPSNBUJPOJT t &BTZUPVTF UBTLPSJFOUBUJPO BDDVSBDZ BOE DPNQMFUFOFTT t &BTZUPVOEFSTUBOE DMBSJUZ DPSSFDUOFTT BOETUZMF t &BTZUPëOE PSHBOJ[BUJPO SFUSJFWBCJMJUZ BOEWJTVBM FêFDUJWFOFTT Technical Communication O Volume 60, Number 1, February 2013 &BDIFYFNQMBSXBTFWBMVBUFEJOUXPSPVOETɨF ëSTU JODMVEJOHSFTFBSDIFSTBOE3FOTTFMBFSHSBEVBUF TUVEFOUT&MJB/FMTPO .PIBNBE)J[BS,IV[BJNBI +FTTJDB8PPET %BMF#BTT BOE/PBI4DIBêFS SFWJFXFE FBDIFYFNQMBSJOUFSNTPGUIFTFFTUBCMJTIFENFUSJDTBOE XBTBMTPVTFEUFOUBUJWFMZUPJEFOUJGZFYQFSJFODFBOE VTBCJMJUZJTTVFTPSRVBMJUJFTUIBUUIFFTUBCMJTIFEIFVSJTUJDT EJEOPUTFFNUPBEFRVBUFMZEFTDSJCFɨFTFDPOESFWJFX XBTDPOEVDUFECZGBDVMUZBOETUVEFOUTPODBNQVTBOE BUEJTUBODFVTJOHBOFYQBOEFETFUPGDSJUFSJB UIFSFTVMU PGHFOFSBMBHSFFNFOUBNPOHUIFSFTFBSDIHSPVQPO BQQSPQSJBUFBEEJUJPOTUPUIFTFUPGIFVSJTUJDT Additional Criteria ɨFGPMMPXJOHDSJUFSJBXFSFUIFSFTVMUPGTVHHFTUJPOT BSJTJOHGSPNUIFëSTUSPVOEPGFWBMVBUJPOT t 3FBEJOFTTQSFVTF t 4UZMFBQQSPQSJBUFMZTVHHFTUTBVUIPSBVUIPSJUZ QSPGFTTJPOBMJTN t "QQBSFOUWBMVFPGDPNNVOJDBUJPONPUJWBUJPO JTUPFOHBHF t 5FDIOPMPHJDBMSFRVJSFNFOUTGPSBDDFTTBSF NJOJNJ[FE t $PNNVOJDBUJPO BQQFBSTUPCF DSBGUFEXJUI BVEJFODFJONJOE GPSBLOPXODPOUFYU t 3FRVJSFECBDLHSPVOELOPXMFEHFJTBWBJMBCMF VOMFTTJOUFOUJPOBMMZFYDMVEFE t /BWJHBUJPO t 3FBEBCJMJUZ GPSFYBNQMF UFYUMBSHFFOPVHIUP SFBE t 4JNJMBSJUZDPNQBUJCJMJUZXJUIGBNJMJBSUPPMT t $MBSJUZPGDPOUSPMNFDIBOJTNTBOEJOUFSBDUJWF PCKFDUT t 'MFYJCJMJUZBOEDPNGPSUXJUIDPNNVOJDBUJPO NPEFT t $MFBS FïDJFOU BOEFêFDUJWFDPNNVOJDBUJPO QSPUPDPMT t FBOJOHGVMDBUFHPSJ[BUJPOT t FBOJOHGVMIJFSBSDIZPGNFEJBBOEUFYU t $POTJTUFODZPGWJTVBMDVFT t JOJNBMTZOUBDUJDBMDPNQMFYJUZ t &YQFSJFODF t &NPUJPOBMMZHSJQQJOHJOWPMWJOHUIFBêFDUJWF EPNBJO Applied Research Roger A Grice et al t *ODPSQPSBUJOHSJDIDPNNVOJDBUJPONPEFT NBUDIJOHVTFSBDDFTTJCJMJUZOFFET t &WPLJOHDPOëEFODFJOUIFUFDIOPMPHZ t *ODPSQPSBUJOHBOBQQSPQSJBUFEFHSFFPG QFSTPOBMJ[BUJPO t %JTQMBZJOHBQQSPQSJBUFDIVOLJOHPGJOGPSNBUJPO t 7JTVBMMZTVQQPSUJOHBOJNNFSTJWFFYQFSJFODF t "DUJPOQPTUVTF t $BMMUPBDUJPOOFYUTUFQTPSBEEJUJPOBM JOGPSNBUJPOBWBJMBCMF Evaluation Scenarios ɨFTFDPOESPVOEPGFWBMVBUJPOTXBTDPOEVDUFECZUIF SFTFBSDIFSTBOEWPMVOUFFSGBDVMUZ TUVEFOUTPODBNQVT BOETUVEFOUTJO3FOTTFMBFSTEJTUBODFFEVDBUJPOQSPHSBN QSFTFOUJOHMPHJTUJDBMDIBMMFOHFTJOMJOFXJUIUIPTF SFBMJTUJDBMMZBTTPDJBUFEXJUIUFDINFEJBUFEDPNNVOJDBUJPO ɨSFFTZODISPOPVTBQQSPBDIFTXFSFVTFE -BSHFHSPVQJOBTJOHMFMPDBUJPO"MUIPVHIUIFQJFDF PGDPNNVOJDBUJPOCFJOHFWBMVBUFEBOEPCTFSWFE XBTNFEJBUFECZUFDIOPMPHZ UIFBDUVBMFWBMVBUJPO JUTFMGXBTOPU -PDBMUFTUUFBNSFNPUFUFTUFST4JODFXFIBEUIF BCJMJUZUPTIBSFTDSFFOTXJUISFNPUFQBSUJDJQBOUT BOPODBNQVTFWBMVBUJPOUFBNDPVMEiPCTFSWFwBO FWBMVBUPSXIPXBTOPUPODBNQVT EPDVNFOUJOH UIFFWBMVBUPSTJOUFSBDUJPOXJUIUIFTDSFFOBOE IFBSJOHIJTPSIFSTQPLFODPNNFOUTWJBB UFMFQIPOFPSWPJDFPWFS*OUFSOFUQSPUPDPM 70*1 8IJMFUIJTBQQSPBDINBZOPUBMXBZTQSPWJEF UIFTBNFSJDIOFTTPGPCTFSWBUJPOQPTTJCMFXIFO FWBMVBUPSBOEPCTFSWFSTBSFJOUIFTBNFSPPN JU EPFTQSPWJEFBVTFGVMEBUBTFU 3FNPUFUFTUFSTSFNPUFPCTFSWFST*OUIJTTDFOBSJP BMMQBSUJDJQBOUTBOEPCTFSWFSTDPOOFDUGSPNSFNPUF MPDBUJPOTɨJTTDFOBSJPJT JOFêFDU WFSZTJNJMBSUP UIFQSFWJPVTTDFOBSJP UIPVHIXJUIUIFJODSFBTFE OVNCFSPGTZTUFNTBOEDPOOFDUJPOTDPNFTBO BEEJUJPOBMQPUFOUJBMGPSUFDIOJDBMQSPCMFNT The TMC Toolkit: Heuristics and Associated Metrics ɨF5.$5PPMLJUDPOTJTUTPGUXPEJSFDUMZSFMBUFEQBSUT * BTFUPGIFVSJTUJDTUIBUDBOCFVTFEUPHVJEFEFTJHO PSBTTFTTVTBCJMJUZBOEVTFSFYQFSJFODF BOE ** BTFUPG PQFSBUJPOBMJ[FENFUSJDTUIBUDBOCFVTFEUPNPSFEFFQMZ FYBNJOFIPXPQUJNBMMZBEFTJHONFFUTUIFDSJUFSJB PVUMJOFEJOUIFIFVSJTUJDT 5BCMF &BDINFUSJDJODMVEFT BEFëOJOHTFNBOUJDEJêFSFOUJBMSBOHJOHGSPNVONFUUP GVMMZNFU DSJUFSJBUPCFVTFEXIFOBTTFTTJOHBQSPEVDU VTBCJMJUZBOEVTFSFYQFSJFODFUISPVHICFIBWJPS BOE TVSWFZHVJEFMJOFT Table Overview of Heuristics and Associated Metrics I Heuristics and sub-items II Operationalized metrics Design for diverse users a Recognize that nothing is intuitive to everyone User is confused < > User understands everything Product Metric: Use is logical and straightforward Behavioral Metric: User understands the interface without assistance, does not get confused Survey Metric: User describes experience as logical or intuitive b Design for the inevitability of diverse audiences Greater confusion for some groups of users < > Diverse users understand Product Metric: Experience is consistent across user types Design elements have the same meaning for all users Behavioral Metric: User (type) not stumped by the design Survey Metric: User describes experience as easy to follow Volume 60, Number 1, February 2013 O Technical Communication Applied Research Heuristics for Technology-Mediated Communication Table (continued) Overview of Heuristics and Associated Metrics I Heuristics and sub-items II Operationalized metrics c Provide users with options for differential experience using different views or levels User is limited by design < > User has options Product Metric: Experience customizable for different users; customization does not hinder design use Behavioral Metric: User is able to customize with ease/finds and enjoys a suitable view Survey Metric: User rates customization highly Design for usability a Follow standard usability guidelines Confusing non-traditional design < > User recognized standard elements Product Metric: Design follows usability guidelines Behavioral Metric: User understands the design based on other experiences Survey Metric: User describes experience as a familiar one b Enforce readability (font large enough to read; break up blocks of text) User disoriented or led astray < > User easily perceives site content Product Metric: Design is well organized and easy to navigate Behavioral Metric: User finds what he or she is looking for in a timely manner Survey Metric: User describes experience as efficient c Use professional quality design components Design perceived to be standard < > Design perceived to be enhanced Product Metric: Appearance and content suggest professionalism to user Behavioral Metric: User prefers design vs other designs Survey Metric: User describes experience as professional d Follow general conventions where available Highly unfamiliar < > User experiences familiarity where expected Product Metric: The design is organized and consistently familiar Behavioral Metric: User is more comfortable with the design vs others Survey Metric: User describes the experience and familiar and enhanced e Offer simple ways to what users want to Many navigation complications < > Quick, free user motion throughout Product Metric: Components are in correct locations Links work Behavioral Metric: User efficiently navigates through site/design Survey Metric: User describes experience as uncomplicated Test the technical requirements “backbone” a Specify the technical requirements or technological backbone needed by users 10 Technical Communication O User uncertain about requirements < > User understands what is needed Product Metric: Requirements for access and use are clearly specified (particularly if unmet) Behavioral Metric: User is not confused about requirements Survey Metric: User rates the requirements as clear, highly visible when needed, and easy to understand Volume 60, Number 1, February 2013 Applied Research Roger A Grice et al Table (continued) Overview of Heuristics and Associated Metrics I Heuristics and sub-items II Operationalized metrics Share control a Follow standard usability guidelines User feels isolated and powerless < > User feels in charge Product Metric: Experience flows, contains elements to which user can relate and over which he or she feels a sense of control Behavioral Metric: User is focused on the product, takes less time to learn, finds the experience immersive Survey Metric: User rates experience “connectedness” highly and describes experience as immersive b Provide users with resources to construct something User lacks resources < > User has ample resources for creating content Product Metric: Experience includes sufficient resources to create things; participation yields in new content Behavioral Metric: User finds resources with ease, encounters no difficulty constructing things Survey Metric: User rates availability of resources highly c Provide a selection of professional-quality components for users No access to quality components < > High quality components available Product Metric: Experience includes access to high quality elements Behavioral Metric: User locates desirable components, is able to use them User created-content reflects inclusion of quality components Survey Metric: User is happy with component selection d Make the process of interpretation participatory User is left out of interpretation < > User is involved in analysis Product Metric: Experience offers opportunities to interpret encounter Behavioral Metric: User sees chances to be a part of the process, participates in interpretation Survey Metric: User is happy with their involvement in the process e Ensure user actions will not have bad or irreversible consequences User is locked in to actions < > User can reverse undesirable actions Product Metric: Actions, including errors, can be easily undone Behavioral Metric: Users are confident in their actions and unafraid to act Survey Metric: User reports comfort with error, understands mistakes are not final Volume 60, Number 1, February 2013 O Technical Communication 13 Applied Research Heuristics for Technology-Mediated Communication Table (continued) Overview of Heuristics and Associated Metrics I Heuristics and sub-items II Operationalized metrics Support interactions among users a Create opportunities for users to interact User feels isolated from other users < > Users interact Product Metric: Experience contains easily accessible interaction opportunities Behavioral Metric: User encounters chances to interact with others User interacts with others Survey Metric: User rates the experience as very interactive User is happy with the quality of interactions present b Allow users to share what they create Users cannot share creations with others < > Users share their creations Product Metric: The experience includes easy ways to distribute user work Behavioral Metric: User utilizes the sharing options Survey Metric: User rates sharing options highly or reports sharing to be a key part of the experience c Provide clear protocols for interaction with others User is confused re: interaction < > User understands sharing procedure Product Metric: The experience embeds obvious protocols for interaction with others Behavioral Metric: User recognizes and makes use of interaction procedures easily and without errors Survey Metric: User rates the interaction procedures as obvious Create a sense of place a Give users a sense of place, cues about where they are User has no clue regarding location < > User has a sense of place Product Metric: The interface features clear, easily visible, and easy to understand indicators of user position Behavioral Metric: Users recognize location indicators, understand where they are and where they are about to go Survey Metric: User rates the location cues as very clear b Provide consistency in look and feel to foster a sense of place User is confused by different styles < > User has a feeling of unity Product Metric: Experience has a unified theme Behavioral Metric: User welcomes the consistent look and does not get confused Survey Metric: User rates the look and feel as cohesive c Allow for efficient search as well as exploration User lacks tools for exploration < > User can search and explore Product Metric: Design includes search and allows for exploration Behavioral Metric: User finds what they are looking for quickly User both searches and explores Survey Metric: User rates search and exploration features as effective 14 Technical Communication O Volume 60, Number 1, February 2013 Applied Research Roger A Grice et al Table (continued) Overview of Heuristics and Associated Metrics I Heuristics and sub-items d Use natural relationships (categories, hierarchies, similarity, temporal order) II Operationalized metrics Seemingly arbitrary connections < > Natural, easily grasped relationships Product Metric: Natural connections support progress through the experience and interface Behavioral Metric: User quickly and easily navigates, understands relationships Survey Metric: User rates movement through the site as natural 10 Plan to continue the engagement a Design for the next engagement User is stuck in the past < > User is ready to continue Product Metric: Relationship with product is ongoing, can persist beyond a single experience or task Behavioral Metric: User is drawn into/stays with experience, is willing to return to it Survey Metric: User rates continuity of engagement highly, spends more time with the experience b Make calls to action clear User is stuck deciding < > User understands what to next Product Metric: The experience includes beneficial guidance for the user and clear action options Behavioral Metric: User makes easy progress from action to action Survey Metric: User rates calls to action as clear and easily understood c Invite users to continue connections past the current encounter User has no interest in continuing < > User pursues deeper connection(s) Product Metric: Progress beyond any given point is available to the user Behavioral Metric: User moves deeper into the experience Product Metric: User rates access to further experiences highly Case Studies: Application of Heuristics and Metrics to Exemplars Case One: “Tshinanu, All of Us”, A Culturally-based Web site ɨFTshinanu, All of Us8FCTJUF XXXUTIJOBOVUW XBTEFTJHOFEBTBDPNQBOJPOUPUIFTshinanu (Us Together)UFMFWJTJPOTFSJFT BOETFFLTUPQSPWJEF BNVMUJTFOTPSZFYQFSJFODFEFQJDUJOHTPDJBM FDPOPNJD BOEDVMUVSBMBTQFDUTPGMJGFJOBOEBSPVOEi'JSTU /BUJPOTwDPNNVOJUJFTJOUIF$BOBEJBOQSPWJODFPG 2VFCFD"WBJMBCMFJO)5.-BOE'MBTIBOEJO&OHMJTI BOE'SFODI UIFTJUFJODPSQPSBUFTXBSN JOWJUJOH DPMPST ZFMMPX SFE BOECSPXO XJUIUSBEJUJPOBMBOE DPOUFNQPSBSZJNBHFTGSPN'JSTU/BUJPOTDVMUVSFT 'JHVSF ɨFTJUFEFTJHOBOOPVODFTUPWJTJUPSTUIBU UIFZBSFFOUFSJOHBOFXFYQFSJFODF TFUTUIFTDFOFGPS DPOUFOUUIFZXJMMFODPVOUFS BOEMFBETUIFNUPJODSFBTFE BXBSFOFTTPGBVOJRVFDVMUVSBMDPOTDJPVTOFTT The Multisensory Experience .VMUJTFOTPSZ FYQFSJFODFTMJLFUIJTPOFESBXPOBVEJPBOEWJTVBM FMFNFOUTUPQSPWJEFDPOUFOU PêFSJOHJNBHFT DPMPST GPSNT BOETPVOETUPXIJDIVTFSTNBZSFTQPOE POTVCDPOTDJPVTBOEFNPUJPOBMMFWFMT*EFBMMZ UIF FNPUJPOBMDPOOFDUJPODSFBUFTBêFDUJWFEPNBJOTUIBU DPOOFDUVTFSTUPJOGPSNBUJPOBOEFYQFSJFODFT6TFST XIPBSFFOHBHFEBOEDPNGPSUBCMFPOBOFNPUJPOBMMFWFM BSFMJLFMZUPCFSFDFQUJWFUPUIFDPHOJUJWFJOGPSNBUJPO UIBUGPMMPXT (B[EB'MFNJTUFS SFTVMUJOHJO BOJOUVJUJWFFYQFSJFODFUIBUFOWFMPQFTQBSUJDJQBOUTJOB MFBSOJOHPSDVMUVSBMTQBDF 4FBSDI Volume 60, Number 1, February 2013 O Technical Communication 15 Applied Research Heuristics for Technology-Mediated Communication Figure “Tshinanu, All of Us”, www.tshinanu.tv, Features Warm Colors, Traditional Symbols, and Contemporary Faces Inviting Visitors to Enter a New Cultural Experience Digital Storytelling.4UPSZUFMMJOHJTBQPXFSGVM EFTJHOFMFNFOU Pê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ëD DPOUFYUTBOEQFSTPOBMFYQFSJFODFT &EFMTPO "TBSFTVMU EFTJHOTJODMVEJOHTUPSJFTDBOIFMQVTFST 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VTFUIJTQSPEVDULOPXNPSFBCPVUJUUIBOBOZPOF FMTFw$PNNFSDJBM DJWJD BOETPDJBMPSHBOJ[BUJPOTBSF DIBMMFOHFECZUIFOFYUHFOFSBUJPOPGVTFSTUPEFQMPZ VTFSHFOFSBUFEJOGPSNBUJPOSFTPVSDFTUPCFTUBEWBOUBHF UPQSPNPUFUIFJSQSPEVDUTBOETFSWJDFTBOE BUUIFTBNF UJNF UISPVHITFMFDUJWFMJOLJOHBOEBDUJWFNPEFSBUPS PWFSTJHIU UPQSPUFDUBHBJOTUJOBDDVSBUFPSOFHBUJWF JOGPSNBUJPOBOEBMTPUPQSPUFDUUIFJSQSPQSJFUBSZ JOGPSNBUJPOBOEJOUFSFTUT Volume 60, Number 1, February 2013 O Technical Communication 23 Applied Research Heuristics for Technology-Mediated Communication Conclusion Acknowledgments ɨFFNFSHFODF BOEDPOUJOVBMFWPMVUJPO PGOFX JOUFSBDUJWFDPNNVOJDBUJPONFEJBBOEUFDIOJRVFTQSPWJEF NBOZPQQPSUVOJUJFTGPSUFDIOJDBMDPNNVOJDBUPSTUP DPNNVOJDBUFNPSFFêFDUJWFMZXJUIUIFJSBVEJFODFTUIFZ BMTPQSPWJEFDIBMMFOHFT"NBKPSDIBMMFOHFJTUPEFUFSNJOF XIBUUFDIOJRVFTBOEBQQSPBDIFTUPVTBCJMJUZBSFFêFDUJWF BOEXIJDIPOFTBSFOPU.BOZVTBCJMJUZQSJODJQMFTBOE NFUSJDTEFWFMPQFEJOUIFQBTUFOBCMFVTUPBTTFTTDFSUBJO BTQFDUTPGUFDIOJDBMDPNNVOJDBUJPOJOBUFDINFEJBUFE XPSME CVUOFXUFDIOPMPHJFTBOEOFXDPNNVOJDBUJPO GPSNTDIBMMFOHFVTUPJEFOUJGZBEEJUJPOBMBTTFTTNFOU UPPMTBOENFUSJDTTVJUFEUPUIFOFXDPNNVOJDBUJPO FOWJSPONFOUTJOXIJDIXFMJWFBOEXPSL *OUIJTTUVEZ XFIBWFFYBNJOFEBTQFDUTPGUFDIOJDBM DPNNVOJDBUJPOUIBUDPVMECFOFëUGSPNSFOFXFEGPDVT POUIFSFMBUJPOTIJQPGQFPQMFBOEUIFJOGPSNBUJPOUIBU UIFZVTF8FIBWFEFWFMPQFEB5.4UPPMLJUUIBUDPOTJTUT PGBTFUPGUFO5.4IFVSJTUJDTBOEBTFUPGNFUSJDTUIBU UFDIOJDBMDPNNVOJDBUPSTDBOVTFUPBTTFTTIPXXFMM JOEJWJEVBMQJFDFTPGUFDINFEJBUFEDPNNVOJDBUJPONFFU UIFHPBMPGTBUJTGZJOHUIPTFIFVSJTUJDT ɨJTQSPKFDUEFNPOTUSBUFEUPPVSSFTFBSDIHSPVQ UIBUUFDINFEJBUFEDPNNVOJDBUJPOTJOBWBSJFUZPG DPOUFYUTNPWFTVTFSTGSPNDPOUSPM UISPVHIJEFOUJUZ BOEUPXBSEDPNNVOJUZ CZQSPDFTTFTEJTUJODUGSPNUIPTF FWJEFOUJOUSBEJUJPOBMEPDVNFOUDFOUFSFEUFDIOJDBM DPNNVOJDBUJPO*UBMTPEPDVNFOUFEBGFXPGUIF NBOZXBZTUIBUUIFQSPMJGFSBUJPOPGUFDIOPMPHJFTBOE PGJOGPSNBUJPOJOìVFODFTJTTVFTPGVTBCJMJUZBOEVTFS FYQFSJFODF5SBEJUJPOBMNFUSJDTGPSUIFFWBMVBUJPO PGEPDVNFOUVTBCJMJUZFïDJFODZ BDDVSBDZ BOE TBUJTGBDUJPOUIPVHITUJMMIJHIMZSFMFWBOUBSFOPMPOHFS BEFRVBUF CZUIFNTFMWFT GPSVTFJOEFTJHOJOHPS FWBMVBUJOHUFDINFEJBUFEDPNNVOJDBUJPOTɨPVHIUIF 5.$5PPMLJUDBOCFVTFEUPFWBMVBUFBXJEFSBOHFPG UFDINFEJBUFEDPNNVOJDBUJPOTBOEJT JUTFMG BOFOE QSPEVDUIFSF*UBMTPSFQSFTFOUTPOFTUBHFJOBQSPDFTT PGQSPHSFTTJWFSFFWBMVBUJPOUIBUXJMMDPOUJOVFNVTU DPOUJOVFBTDPNNVOJDBUJPOBOEUFDIOPMPHZDPOUJOVF UPDIBOHF#SPBEFOJOHUIFTDPQFPGUIFFWBMVBUJPOPG DPNNVOJDBUJPOOFFEOPUNFBOBCBOEPOJOHUSJFEBOE USVFJEFBT OPSTIPVMEJUJOWPMWFBSFMBYBUJPOPGSJHPS*U TJNQMZJOWPMWFTTVSWFZJOHNPSFDPOOFDUJPOT DPOTJEFSJOH UIFCMVSSJOHMJOFCFUXFFOBVUIPSBOEBVEJFODF BOE DBSFGVMMZ DBVUJPVTMZNFBTVSJOHXIBUXFëOE 24 Technical Communication O Volume 60, Number 1, February 2013 ɨFSFTFBSDIFSTUIBOLUIF4PDJFUZGPS5FDIOJDBM $PNNVOJDBUJPOBOE3FOTTFMBFS1PMZUFDIOJD *OTUJUVUFGPSUIFJSTVQQPSU8FBMTPBDLOPXMFEHFUIF DPOUSJCVUJPOTPGPVSVOEFSHSBEVBUFBOEHSBEVBUF TUVEFOUQBSUJDJQBOUT JODMVEJOH&MJB/FMTPO .PIBNBE )J[BS,IV[BJNBI +FTTJDB8PPET %BMF#BTT /PBI 4DIBêFS 8JMMJBN8FUNPSF -PVJT3VHHFSJP :FHHPS 1BWMPW +PO#VDLMFZ %BWF 8BMMBDL 5JN.BOTëFME BOE +Fê-JOFIBO References "MFTTJ 4. 5SPMMJQ 43 Multimedia for learning: Methods and development /FX:PSL /: "MMZO#BDPO "OEFSTPO $ The long tail: Why the future of business is selling less of more/FX:PSL /: )ZQFSJPO #FOCVOBO'JDI 3 )JMU[ 43 .FEJBUPSTPG UIFFêFDUJWFOFTTPGPOMJOFDPVSTFTIEEE Transactions on Professional Communication 46 #FOOFUU " Engendering interaction with images. #SJTUPM 6,*OUFMMFDU #PMUFS +% (SPNBMB % Windows and mirrors: Interaction design, digital art, and the myth of transparency-FPOBSEP$BNCSJEHF .".*5 1SFTT #SJODL 5 (FSHMF % 8PPE 4% Usability for the web: Designing web sites that work4BO 'SBODJTDP $""DBEFNJD1SFTT .PSHBO,BVGNBOO #SVOT " Blogs, wikipedia, second life, and beyond: From production to produsage%JHJUBM 'PSNBUJPOT/FX:PSL /:1FUFS-BOH %BODIBL .. )VHVFU .1 %FTJHOJOH GPSUIFDIBOHJOHSPMFPGUIFJOTUSVDUPSJOCMFOEFE MFBSOJOHIEEE Transactions on Professional Communication 47 %F+POH . 7BOEFS(FFTU 5 $IBSBDUFSJ[JOHXFCIFVSJTUJDTTechnical Communication, 47 %SJTDPMM . )ZQFWFSTVTSFBMJUZJOUIF CPBSESPPN*O4$BSMJOFSBOE14IBOL &ET The e-learning handbook: Past promises, present challenges 4BO'SBODJTDP $"1GFJêFS Applied Research Roger A Grice et al &EFMTPO %4 "FTPQT BOEUIFDPNQVUFS 2VFTUJPOJOHBOETUPSZUFMMJOHXJUINVMUJNFEJB Journal of Educational Multimedia and Hypermedia 2 (BHOÏ 3. #SJHHT -+ 8BHFS 88 Principles of instructional design UIFE0SMBOEP '-)BSDPVSU#SBDF+PWBOPWJDI (B[EB 3 'MFNJTUFS . %FTJHOBOE QSPEVDUJPOPGWJEFPGPSJOTUSVDUJPOBMNVMUJNFEJB 1TZDIPMPHJDBMJNQMJDBUJPOTBOEQSPQPTFEHVJEFMJOFT Journal of Visual Literacy,19 )BSHJT ( $BSFZ . )FSOBOEF[ ", )VHIFT 1 -POHP % 3PVJMMFS 4 8JMEF & Developing quality technical information/FX+FSTFZ /+1SFOUJDF)BMM +PSEBO 18 Designing pleasurable products: An introduction to the new human factors-POEPO 6, 5BZMPSBOE'SBODJT ,FFO " The cult of the amateur: How today’s internet is killing our culture/FX:PSL /: %PVCMFEBZ $VSSFODZ#PPLT -BOJFS + You are not a gadget: A manifesto/FX :PSL /:"MGSFE",OPQG -FTTJH - Code: Version 2.0/FX:PSL /: 1FSTFVT#PPLT(SPVQ #BTJD#PPLT -FTTJH - Remix: Making art and commerce thrive in the hybrid economy./FX:PSL /:1FOHVJO1SFTT -ÏWZ 1 Collective intelligence: Mankind’s emerging world in cyberspace 3#POPOOP 5SBOT $BNCSJEHF ."1FSTFVT#PPLT(SPVQ )FMJY #PPLT D$BSUIZ + 8SJHIU 1 Technology as experience$BNCSJEHF .".*51SFTT PMJDI 3 /JFMTFO + *NQSPWJOHBIVNBO DPNQVUFSEJBMPHVF*OCommunications of the ACM 33 /JFMTFO + Usability engineering4BO%JFHP $" "DBEFNJD1SFTT .PSHBO,BVGNBOO /JFMTFO + &OIBODJOHUIFFYQMBOBUPSZQPXFSPG VTBCJMJUZIFVSJTUJDT*O$1MBJTBOU &E Proceedings of the ACM CHI 94 Human Factors in Computing System Conference #PTUPO ." "TTPDJBUJPOPG$PNQVUJOH.BDIJOFSZ /JFMTFO + Designing web usability: The practice of simplicity*OEJBOBQPMJT *//FX3JEFST /JFMTFO + .BDL 3 Usability inspection methods/FX:PSL /:+PIO8JMFZ /JFMTFO + .PMJDI 3 )FVSJTUJDFWBMVBUJPOPG VTFSJOUFSGBDFT*O+$BSSBTDP+8IJUFTJEF &ET Proceedings of the ACM CHI 90 Human Factors in Computing Systems Conference 4FBUUMF 8""$. /PSNBO %" Emotional design: Why we love (or hate) everyday things/FX:PSL /:1FSTFVT #PPLT(SPVQ #BTJD#PPLT 3BZNPOE &4 The cathedral and the bazaar: Musings on linux and open source by an accidental revolutionary3FWFE4FCBTUPQPM $"03FJMMZ FEJB 3VCFOT 1 4PVUIBSE 4Ή 6TJOHUFDIOPMPHJFT GPSDPNNVOJDBUJPOBOEMFBSOJOHΉ*OProceedings of 2000 Joint IEEE International and 18th Annual Conference on Computer Documentation (IPCC/ SIGDOC 2000) $BNCSJEHF ."*&&& 3VCFOT 14PVUIBSE 4 4UVEFOUT UFDIOPMPHJDBMEJïDVMUJFTJOVTJOHXFCCBTFEMFBSOJOH FOWJSPONFOUTΉ*O,$$PPL,(SBOU%BWJF &ET Online Education: Global Questions, Local Answers "NJUZWJMMF /:#BZXPPE 4FBSDI 1 )ZQFS(MZQIT/FXNVMUJMJUFSBDZ NPEFMTGPSJOUFSBDUJWFDPNQVUJOH*O3(SJïO + -FF 78JMMJBNT &ET Visual Literacy in Message Design -PSFUUP 1"*OUFSOBUJPOBM7JTVBM -JUFSBDZ"TTPDJBUJPO 4FBSDI 1 %JHJUBMTUPSZUFMMJOHGPSDSPTTDVMUVSBM DPNNVOJDBUJPOJOHMPCBMOFUXPSLJOH*O3 (SJïO ."WHFSJOPV +(JFTFO &ET History, Community, and Culture: Celebrating Tradition and Transforming our Future -PSFUUP 1" *OUFSOBUJPOBM7JTVBM-JUFSBDZ"TTPDJBUJPO 4IBOL 1 ɨJOLJOHDSJUJDBMMZUPNPWFFMFBSOJOH GPSXBSE*O4$BSMJOFS14IBOL &ET The e-learning handbook: past promises, present challenges 4BO'SBODJTDP $"1GFJêFS 4IFESPê / Experience design 1*OEJBOBQPMJT *//FX3JEFST 4VOEBSBSBKBO # *NQBDUPGDPNNVOJDBUJPO QBUUFSOT OFUXPSLQPTJUJPOTBOETPDJBMEZOBNJDT GBDUPSTPOMFBSOJOHBNPOHTUVEFOUTJOB$4$- FOWJSPONFOUElectronic Journal of e-Learning 7 o 4VSPXJFDLJ + The wisdom of crowds/FX:PSL /:3BOEPN)PVTF "ODIPS#PPLT Volume 60, Number 1, February 2013 O Technical Communication 25 Applied Research Heuristics for Technology-Mediated Communication 5BQTDPUU % 8JMMJBNT "% Wikinomics: How mass collaboration changes everything/FX:PSL /:1FOHVJO(SPVQ 1PSUGPMJP 7BOEFS(FFTU 5 4QZSJEBLJT +) %FWFMPQJOHIFVSJTUJDTGPSXFCDPNNVOJDBUJPO "OJOUSPEVDUJPOTechnical Communication, 47 About the Authors Roger A Grice JTBQSPGFTTPSPGQSBDUJDFJOUFDIOJDBM DPNNVOJDBUJPOBOEIVNBODPNQVUFSJOUFSBDUJPOJO UIF%FQBSUNFOUPG$PNNVOJDBUJPOBOE.FEJBBU 3FOTTFMBFS)FXBTFMFDUFE'FMMPXPGUIF4PDJFUZGPS 5FDIOJDBM$PNNVOJDBUJPOBOESFDFJWFEUIFTPDJFUZT+BZ 3(PVME"XBSEGPS&YDFMMFODFJO5FBDIJOH5FDIOJDBM $PNNVOJDBUJPOBOE*&&&1SPGFTTJPOBM$PNNVOJDBUJPO 4PDJFUZT"MGSFE/(PMETNJUI"XBSEGPS$POUSJCVUJPOT UP&OHJOFFSJOH$PNNVOJDBUJPO)FJTSFUJSFEGSPN*# BOEOPXDPOEVDUT)$*SFTFBSDIBTBNFNCFSPGUIF 3FOTTFMBFSGBDVMUZ BTXFMMBTUFBDIJOHDPVSTFTPOIVNBO DPNQVUFSJOUFSBDUJPO DPNNVOJDBUJPOEFTJHOGPSUIF 8PSME8JEF8FC JOGPSNBUJPOVTBCJMJUZ BOEUFDIOJDBM DPNNVOJDBUJPO$POUBDUHSJDFS!SQJFEV Audrey G BennettJTBOBTTPDJBUFQSPGFTTPSJO UIF%FQBSUNFOUPG$PNNVOJDBUJPOBOE.FEJBBU 3FOTTFMBFS4IFUFBDIFTDPVSTFTJODPNNVOJDBUJPO EFTJHOUIFPSZBOESFTFBSDIBOEDPOEVDUTSFTFBSDIPO DPMMBCPSBUJWFBOEQBSUJDJQBUPSZEFTJHOBTNFUIPETGPS DSPTTDVMUVSBMDPNNVOJDBUJPO4IFJTFEJUPSPGDesign studies: Theory and research in graphic designQVCMJTIFECZ 1SJODFUPO"SDIJUFDUVSBM1SFTTUIBUDISPOJDMFTIJTUPSJDBM BOEDPOUFNQPSBSZFêPSUTPGEFTJHOFSTUPCSPBEFOUIF TDPQFPGUIFQSPGFTTJPOPGHSBQIJDEFTJHOUPJODMVEFVTFS SFTFBSDI)FSSFTFBSDIJODMVEFTEFWFMPQNFOUPGBUIFPSZ PGJOUFSBDUJWFFTUIFUJDTUIBUEFNPDSBUJ[FTUIFEFTJHO QSPDFTTBOEQMBDFTEFTJHOFSTJOWJSUVBMDPMMBCPSBUJPOXJUI MBZVTFST$POUBDUCFOOFUU!SQJFEV 26 Technical Communication O Volume 60, Number 1, February 2013 Janice W FernheimerJTBTTJTUBOUQSPGFTTPSPG8SJUJOH 3IFUPSJD BOE%JHJUBM.FEJBBUɨF6OJWFSTJUZPG ,FOUVDLZXIFSFTIFUFBDIFTDPVSTFTJOSIFUPSJD UFDIOPMPHZ BOEQFEBHPHZEJHJUBMXSJUJOHBOE +FXJTISIFUPSJDBMTUVEJFT)FSSFTFBSDIGPDVTFTPO RVFTUJPOTPGJEFOUJUZ JOWFOUJPO BOEDSPTTBVEJFODF DPNNVOJDBUJPO1SFWJPVTMZ TIFXBTBOBTTJTUBOU QSPGFTTPSJOUIF%FQBSUNFOUPG-BOHVBHF -JUFSBUVSF BOE$PNNVOJDBUJPOBU3FOTTFMBFS $POUBDUKGFSOIFJNFS!VLZFEV Cheryl GeislerJT%FBOPGUIF'BDVMUZPG $PNNVOJDBUJPO "SU BOE5FDIOPMPHZBU4JNPO 'SBTFS6OJWFSTJUZ BTXFMMBTBQSPGFTTPSJOUIF 4DIPPMPG*OUFSBDUJWF"SUTBOE5FDIOPMPHZ1SJPS UPKPJOJOH4'6 TIFTQFOUNPSFUIBOZFBSTBU 3FOTTFMBFSJONVMUJQMFMFBEFSTIJQSPMFTJODMVEJOH UXPUFSNTBTIFBEPGUIF%FQBSUNFOUPG-BOHVBHF -JUFSBUVSF BOE$PNNVOJDBUJPO3FDFOUMZ TIFXBT UIFQSJODJQBMJOWFTUJHBUPSPG3".161 B/BUJPOBM 4DJFODF'PVOEBUJPOGVOEFEQSPKFDUGPSJOTUJUVUJPOBM USBOTGPSNBUJPO$POUBDUDIFSZM@HFJTMFS!TGVDB Robert KrullJTBOJOEFQFOEFOUSFTFBSDIFSBOE SFDFOUMZSFUJSFEBTQSPGFTTPSJOUIF%FQBSUNFOUPG $PNNVOJDBUJPOBOE.FEJBBU3FOTTFMBFS1PMZUFDIOJD *OTUJUVUF)FIBTCFFOJOWPMWFEXJUINVMUJQMFQSPKFDUT GPSUIF4PDJFUZGPS5FDIOJDBM$PNNVOJDBUJPO BOE SFDFJWFEUIF+BZ3(PVME"XBSEGPS&YDFMMFODFJO 5FBDIJOH5FDIOJDBM$PNNVOJDBUJPO)JTSFTFBSDIBSFBT JODMVEFJOTUSVDUJPOBMUFMFWJTJPO NFEJBFêFDUT DPNQVUFS EPDVNFOUBUJPOBOEJOUFSGBDFT BOEBDRVJTJUJPOPG QIZTJDBMTLJMMT$POUBDUSLSVMM!OZDBQSSDPN Raymond A LutzkyJTBEPDUPSBMDBOEJEBUFJOUIF %FQBSUNFOUPG$PNNVOJDBUJPOBOE.FEJBBU3FOTTFMBFS 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Rolph, Patricia Search, and James P Zappen Heuristics for Broader Assessment of Effectiveness and Usability in Technology-Mediated Technical Communication Notes/Citation Information Published in... permission for posting the article here This article is available at UKnowledge: https://uknowledge.uky.edu/wrd_facpub/4 Applied Research Heuristics for Broader Assessment of Effectiveness and Usability. .. CFDPNFQBSUPGMBSHFSTZTUFNT JOUIJTDBTFJODMVEJOH UIFDFMMVMBSOFUXPSL BOPUIFSUFMFQIPOFOFUXPSL UIFDPNQVUFSOFUXPSLBOE*OUFSOFU UIFTPDJBM Applied Research Roger A Grice et al OFUXPSL UIFTFBSDIFOHJOF UIFOFUCPPL BOEPUIFS