MINIMALIST COMPUTER DOCUMENTATION - Universiteit Twente

CHAPTER 1
General introduction
1.1 Problem definition
The apparent ease with which people use devices such as compact-disc
players, micro wave ovens, and fax machines tends to overshadow the
difficulties they had in learning how to use them. These difficulties would not
aris if every device were to embody its own use. But, in the era of technology,
contrivances have become so specialized that a match between function and
operation is no longer possible. As a consequence, people often encounter
problems when first using a piece of technical equipement.
Some of these difficulties are caused by the apparatus. Most technical
devices are operated by pressing (a series of) buttons. The function of these
buttons is symbolized by icons; their effect often appears in the form of an
encrypted message on a display. To first-time users this type of symbolic
interaction turns out to be a major problem source: even with proper instructions
they find it difficult to understand how the device's input and output
relate to their own goals and actions.
Another major source of difficulties is the product's documentation that,
quite ironically, was meant to help. Assembly instructions, installation guides,
and user manuals often are, as Pirsig (1974) wrote "...full of errors, ambiguities,
omissions and information so completely screwed up you [have] to
read them six times to make any sense out of them..." (p. 24).
In this respect, the microcomputer is no exception. Its appearance (i.e., the
interface) does not reflect its functions. Nor do the cryptically labeled
commands. Moreover, meaningless combinations of keys have to be pressed
and their effect often does not become clear from looking at the screen − if
one knows what to look for anyway. And, when looking for help, the manual
that came with the computer or the software often turns out to be confusing
rather than clarifying.
People's struggle in getting to know a computer has often been the subject
of humorous anecdotes. Less often it has been the basis for scientific
inquiries. But, as more and more people start using computers, studying how
computer knowledge and skills are acquired becomes increasingly important.
The present research therefore deals with how people learn to use a computer
program. The general research problem for this thesis is defined as:
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