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Journals ACM SIGDOC Asterisk Journal of Computer... Volume 21 Issue 1

Commentary 23 Documenting Complex Processes: Educating the User and Simplifying the Task Bob Waite Information Developer IBM Corporation Rochester, MN 55901 waite @rchvmw2.vnet.ibm.com Chris Hallgren's article "Using Problem Analysis to Support Decisions and Planning in Complex Processes" demonstrates that documentation of complex problems should include analytical information. As he says, to solve unfamiliar problems, users of computer documentation need both a conceptual framework for understanding the goals and specific procedures for reaching those goals. However, when Hallgren says that "even though users resist this type of thinking, ...we must convince users to create strategies and decision criteria," he seems to imply that the way in which documentors should help users is by requiring them to think smarter. Asking users to modify their behavior against their will is likely to result in disappointment. An alternative approach, suggested by Rasmussen (1986), is for documentors to make complex problems more understandable by decomposing them into elements that users can manage. Rasmussen describes three categories of human behavior: ¢ Skill-based behavior: sensorimotor activity that does not require conscious control. Examples include walking and riding a bicycle. Rule-based behavior: a sequence of activities, in a familiar work situation, that is consciously controlled by

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Documenting complex processes: educating the user and simplifying the task

Waite, Bob
ACM SIGDOC Asterisk Journal of Computer Documentation , Volume 21 (1)
Association for Computing Machinery – Feb 15, 1997

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