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#26857
Automation Techniques in Documentation 
Data, which is readily available at the click of a mouse, is the buzzword in today’s world of rapid technological advancements. Looking at it for the first time, it may seem that the easy availability of data leaves no room for automation techniques, but as a matter of fact the process of documentation is clearly witnessing a sharp inclination towards automation. Though these automation techniques are already in place, it would take some time before they could be accepted by the masses.
Wadhwa, Vikas. International Journal for Technical Communication (2006). Articles>Documentation>EPSS
#30083
Beyond Help: Making Help a Core Component of an Electronic Performance Support System 
With the advent of HTML Help and the ability to embed Help directly inside an application, there’s been an increased interest in creating Help systems that are seamlessly integrated with their host applications. By blurring the line between the application and the Help that supports it, and by developing Help that automatically responds to user actions, application developers and Help authors now have the ability to develop true electronic performance support systems (EPSS). With this new ability will come a paradigm shift in the ways applications are developed and documented.
Wexler, Steven S. STC Proceedings (1999). Articles>Document Design>Help>EPSS
#30009
Beyond User-Centered Design and User Experience: Designing for User Performance
The shortcomings and limitations of user-centered and user experience design are considered and contrasted with usage-centered design. The iterative, trial-and-error approach of traditional user-centered approaches is argued to lead to excessive dependence on user testing and user approval, leading to overly conservative designs. By contrast, model-driven approaches based on fine-grained task models have a proven record of leading to dramatic improvements in user performance through innovative designs.
Constantine, Larry L. Constantine and Lockwood (2006). Articles>User Centered Design>User Experience>EPSS
#14225
Choices and Challenges: Considerations for Designing Electronic Performance Support Systems
Introduces the breadth of decision-making required in EPSS design. Explores choices and challenges facing designers in the design process, performance cycle, technology constraints, use of storytelling techniques, evaluation, and success factors.
Carliner, Saul. Technical Communication Online (2002). Articles>Content Management>Web Design>EPSS
#30025
The Composite Intelligence of Virtual Assistants
Five levels of software intelligence can, in my opinion, make the dream of virtual assistants a reality. Collectively, they make up the concept of composite intelligence, which comprises various software components--each gifted with some moderate degree of intelligence.
Ostinelli, Roberto. UXmatters (2007). Articles>User Interface>User Experience>EPSS
#10562
Computer-Assisted Grading of Essays and Reports
Someday computers may grade our students' essays and reports, but until then they can assist human graders in this onerous task. I wrote a program composed of three major sections: the first is a simple test editor for writing original comments; the second section consists of pre-written commentaries on common writing errors, principally in mechanics and organization; section three keeps track of bookkeeping. Questionnaire results show that students prefer this type of grading over traditional hand-written methods because it doesn't involve marks on their papers, and it produces more extensively detailed comments.
Jobst, Jack W. Computers and Composition (1984). Articles>Education>Reports>EPSS
#23856
Defining an Effective Electronic Performance Support System
Most businesses have seen a dramatic increase in the amount of information employees require to perform tasks. Traditional approaches to training such as paper documentation, instructor-led training, or computer-based training (CBT) may have been effective in the past, but are not suitable to respond to the rapid changes in time, cost, and delivery of information today’s marketplace requires. At Unisys Corporation we have piloted an electronic performance support system that provides self-instruction for our clients at their point of need.
Racine, Sam J., Kristen E. Kralick and Sathya Yesuraja. Usability Interface (2004). Articles>User Interface>Usability>EPSS
#21648
Designing a Telephone-Based User Interface
Explains how technical communicators, drawing on their experience designing Web sites and software interfaces, can help design effective interfaces for telephone-answering and call-routing systems.
Hart, Geoffrey J.S. Intercom (2004). Design>User Interface>EPSS>User Centered Design
#21488
Designing the Handheld Maritime Communicator
We present the process of designing the first prototype of the Handheld Maritime Communicator: a mobile computer system supporting communication and coordination of safety-critical work activities on large container vessels. Designing the user experience of the Handheld Maritime Communicator was a particular challenge because it targets a highly specialized context of use and because poor design could potentially become a safety hazard. Meeting this challenge, ethnographic field studies on board container vessels were conducted, detailed analyses were carried out, and iterative design was performed. The design produced replaces a large amount of present spoken communication with predefined textual messages on a handheld device. This facilitates persistency, partial automation, and possible integration with other computer-based data. Evaluating the prototype in a high-fidelity ship simulator, prospective users validated the overall design, but also identified a number of usability problems that need to be addressed.
Kjeldskov, Jesper and Jan Stage. AIGA (2003). Design>User Interface>EPSS>Usability
#14453
Electronic Support Systems for Technical Communication Teachers
This presentation provided a rationale for electronic support systems and an overview of how such systems can be designed to meet the needs of technical communication teachers and programs.
Selber, Stuart A. CPTSC Proceedings (2000). Presentations>Education>Online>EPSS
#28851
EPSScentral.INFO is a set of free resources on the many disciplines that comprise performance centered design, including cognitive science, usability engineering, agile development, information engineering and architecture, knowledge management, hypermedia engineering, content management, learning technologies, human factors engineering, and more. The site includes articles, awards, books, design and development methods, tools, organizations, people, reports and studies.
#25307
The EPSScentral Knowledge Network is a collection of resources for developing and evaluating performance centered systems.
#21198
EPSScentral is an outgrowth of three sites: epss.com!, PCD-Innovations.com, and EPSS Infosite, and evolved from the activities of Gloria Gery and the Performance Support Leadership Council.
#21200
Articles about the benefits and lessons learned in designing and developing software and web sites.
#21197
EPSScentral: Knowledge Management
Articles about knowledge management technologies and practices.
EPSScentral. Resources>Directories>Knowledge Management>EPSS
#21201
Articles about emerging trends in online learning that may affect the design and development to electronic performance support systems.
#23790
Contrary to first impression, an 'executive dashboard' is not found in a CIO’s car. Rather, an executive dashboard, also known as a manager dashboard, executive cockpit, or digital cockpit, is a child of what in the 1980s was referred to as the Executive Information System (EIS).
Kirtland, Alex. Boxes and Arrows (2003). Articles>Management>User Interface>EPSS
#21510
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
#24377
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
#23717
Users have goals when they use software applications. Their goal is NOT to 'use' the application. Their goal is to complete an activity or task using the application. Performance support is defined as providing users what they need to be successful in completing their activity or task when they need it – at the point of need. Technical communicators can benefit from incorporating performance support elements into their work, even if they are not creating a performance support system.
Rupel, Roberta A. STC Proceedings (2003). Articles>User Interface>Usability>EPSS
#14855
Online Support Systems: Tutorials, Documentation, and Help
Online support systems help computer users achieve goals and accomplish tasks within the contexts of their primary work. Although this definition is extremely broad and includes a wide range of digital forms—from low-end interface elements to high-end hypermedia applications, in this chapter we generally focus on planning, designing, and testing mid-range systems: tutorials, documentation, and help, regardless of their virtual instantiation. We discuss electronic rather than print-based forms because organizations increasingly deliver user support online for a variety of reasons: to reduce development and production costs; to anticipate distributed computing systems and other environments in which users rarely have easy access to print-based materials; and to benefit from the sophisticated searching and interactive capabilities that online environments can provide. In cases where print-based support is still necessary (for example, in packing instructions and in some troubleshooting areas), processes for constructing these documents can be extrapolated from the discussion that follows.
Selber, Stuart A., Johndan Johnson-Eilola and Brad Mehlenbacher. North Carolina State University (1997). Articles>Documentation>EPSS
#10758
Performance Support in Internet Time: The State of the Practice
Discussion between Gloria Gery, Stan Malcolm, Janet Cichelli, Hal Christensen, Barry Raybould, and Marc J. Rosenberg.
Dickelman, Gary J. EPSScentral (2000). Careers>Management>Online>EPSS
#22865
Planning an Electronic Performance Support System Project
Electronic performance support systems are programs that directly support a worker's ability to perform tasks. Such systems go beyond passive task-oriented online help. To be effective, EPS systems should be closely interlocked with the supported product's user interface and its online help. This paper outlines some of the planning considerations and steps involved in an EPSS project, and some of the problems and complications that arose during a specific project.
Weber, Jean Hollis. STC Proceedings (1997). Design>Information Design>EPSS
#22120
Planning an Electronic Performance Support System Project
Electronic performance support systems are software programs that directly support a worker's ability to perform tasks. Such systems go beyond passive task-oriented online help. To be effective, EPS systems should be closely interlocked with the supported product's user interface and its online help. This paper outlines some of the planning considerations and steps involved in an EPSS project, and some of the problems and complications that arose during a specific project.
Hollis Weber, Jean. Technical Editors Eyrie (2002). Articles>Project Management>EPSS
#24776
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
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