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Health has developed a web site specifically for older adults: It includes on the
home page obvious controls to adjust the font, adjust the contrast, and turn
speech on or off (Fig. 12.11).
Users with disabilities Computers have opened up the world to many users
with disabilities that severely limited their communication capabilities. These
users can now use alternative methods of input, such as switches, head tracking,
12.6 Online Tutorials and Animated Demonstrations
499
Links Publication FAQ Site Indesit Info Contact PC
Palm Beach County
The Best of Everything
Search She
GO
PBC Home I Want To.. Residents Business Visitors Government Departments
You are here Palm Beach County Website Information
Helpful site Links
Website Information
Common Icons
Site Map
WSC )
KHTML The portions of our website that have converted to the new
Site Index
Dec
Site biler
Standards: XHTML 1.0 Transitional
S. Microsoft Internet
Contact Us
Also: Section St. MAI
Explorer only
Acrobat Reader
E-mail Disclaimer
Microsoft Word
Many of our pages use
Under Florida law, o-mail addresses are public records. If you do not want your -mail
the Adobe PDF format
address released in response to a public records request, do not send electronic mail
Microsoft Excel
Document
To install the free Adobe
to this entry. Instead, contact this office by phone or in writing
Microsoft Powerpoint
Reader click on the icon
Document
MAdobe
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Document
Tante
RealPlayer File
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Wordperfect
Pob.com
FIGURE 12.10
This figure is from the Palm Beach County, FL web site (http://www.pbcgov.com).
Note the "breadcrumbs" near the top to explain how the user got to this page
(Website Information), and the list of common icons provided on the right to
familiarize novice users with the symbols used on the web site.
eye gazing, and voice. There are various screen-reader programs, such as Free-
dom Scientific JAWS, GW Micro's Window-Eyes, and IBM's Home Page Reader
(Section 1.4.5). Documentation writers need to be aware that the material will be
heard, not viewed. Long, wordy paragraphs will not be well understood in this
environment. Writing in short sections and subsections is the preferred method.
Sometimes documentation may need to be used hands-free. This may be an
environmental issue (when hands are busy) or one caused by a disability.
Speech is the typical input modality supplied with these systems, and the out-
put modality may be visual or auditory. The use of augmented-reality applica-
tions may have some potential (Ward and Novick, 2003). Some devices may not
have a display, and speech may be the single output modality. This offers addi-
tional new challenges for designers (Kehoe and Pitt, 2006).
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12.5.4 Special populations
Computer systems and their accompanying documentation are used by a
diverse population interacting with a range of applications of differing
498
Chapter 12 User Documentation and Online Help
to
complexities. These users vary in age, computer experience, and language
understanding, to name just a few of the dimensions of difference. When
designing and creating documentation, authors need to know about and under-
stand the potential users. Accommodating the needs of certain special user pop-
ulations takes additional care and research.
International and cross-cultural issues when dealing with the global
economy, documentation
aware of international and
CROSS-cultural issues. Cultural differences are often ignored, perhaps because of
time and budgetary restrictions, and the documentation is simply translated
(Warren, 2006). However, this lack of sensitivity can create problems with the
understanding of the documentation.
There are five important rhetorical elements to consider when designing
documentation for a global audience: the purpose, the audience, the content, the
organization of the materials, and the style (Dong, 2007). Deeper cultural differ-
ences, including differing vocabularies, must be taken into account. Even
eye-movement and scanning patterns can vary across cultures. A full sociological
comparison of various cultures is beyond the scope of this book, but an author
writing global documentation needs to be aware of the differences. Again, a
user-centered design approach can be quite helpful.
Older adult users The world's population is aging, people are living
longer, and technology is becoming an integral part of everyday life. Conse-
quently, special attention should be given to older adult users (Section 1.4.6).
Most computer documentation is written with many assumptions about the
users' experiences and vocabulary that may not hold true with this subset of
the population (Tilley, 2003). Using familiar tasks, languages, and metaphors
can facilitate understanding (Carroll, 1998). A three-pronged approach should
be used: icons should be defined and acronyms and key phrases should be
introduced early on (Fig. 12.10), just enough explanation should be provided
(use of analogies is helpful), and a list of exception-oriented guidelines for
common tasks should be supplied. In general, guidelines should not only
explain how to perform the tasks, but provide action plans to follow if the
computer does not work as expected. Seniors seem to prefer structured guid-
ance (Tilley, 2003), and the absence of goal information, consequence informa-
tion, and identification information in the instructions has a greater impact on
older adults (van Horen et al., 2009). In some cases, it may be worthwhile to
develop a special interface for seniors. For example, the National Institute of
Health has developed a web site specifically for older adults: It includes on the
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