From Online Document to Electronic Performance Support System  

This demonstration introduces the concept of an Electronic Performance Support System (EPSS), an online end-user support system that provides whatever is necessary to generate performance and learning at the moment of need. The speaker will step through a five-level analysis of the design and delivery components of an EPSS and demonstrate how to design and position online documents for inclusion in an EPSS.

Hyman, Francine N. STC Proceedings (1994). Articles>Documentation>EPSS>Online

Intranet: Another Word for EPSS?  

Easy access to corporate databases, collaboration areas and tools for project teams, up-to-date product and competitive information, instant access to information on employee benefits and company policies, a single email system that reaches every desktop and every person. These are some of the services that are causing companies across the world to implement Internet standards, protocols, and browsers within their organizations. This introductory session demonstrates the progression of intranets from glorified networks to electronic performance support systems and gives you the opportunity to determine how an intranet might benefit your company while designing several intranet approaches.

Hyman, Francine N. STC Proceedings (1998). Articles>Web Design>Intranets>EPSS

Moving Beyond Help  

Users complain that there is too much information in help. We will explore ways to move beyond help and provide users with the types of support they really need: re-using information on commercial information services such as CompuServe or America Online, on the Internet, and on dial-up phone and fax services. Making application interfaces self-documenting. Providing information in overlaid notes, cue cards, and wizards.

Hyman, Francine N. and Jonathan R. Price. STC Proceedings (1995). Articles>Documentation>Online>Help

Success Factors in Developing Electronic Performance Support Systems (EPSS)  

This session examines the factors that underlie a successful implementation of an electronic performance support system (EPSS). It introduces the concept of performance support and differentiates between supporting a software application and supporting a person performing work. An electronic performance support system being used in a major corporation to improve the performance of documentation developers is demonstrated. The results of a survey of implementors of electronic performance support systems to gague success factors is presented.

Hyman, Francine N. and Thomas W. Jury. STC Proceedings (1995). Articles>User Centered Design>EPSS

A Visual Methodology From Topic List to Storyboard  

When faced with an online or printed documentation project, many writers don't know where to start. On one hand, a large amount of information is waiting to be delivered to the customer. On the other hand, a number of important questions seem to require immediate answers. What development tools should the writer use? What are the advantages/constraints of the development tools? What delivery environments are going to be available? In reality, it's too early to answer these questions. Instead of making decisions about tools and environments, the writer needs to concentrate on the information that needs to be communicated and organize it for online presentation. What the writer needs is a methodology that makes it easy to visualize the information. If the information presentation is not visualized in a clear and logical fashion, the documentation product is not going to be a success, no matter how sophisticated the development tool and delivery media.

Hyman, Francine N. and Barton A. Evans. STC Proceedings (1993). Articles>Documentation>Planning

What Really Goes on at a Usability Test  

The term 'usability testing' means different things to different people. In its 'high fidelity' form, it connotes two-way mirrors, fancy electronic equipment, sophisticated logging software, and tomes of test data. However, high fidelity options aren’t always required for learning about or performing substantive usability testing. Even in a 'low fidelity' environment, you can hit all of the usability high points and provide a valuable service to your software developers and users.

Hyman, Francine N. and Barton A. Evans. STC Proceedings (1996). Articles>Usability>Testing