Modeling the intermittent user of word processing technology

Radhika Santhanam and Susan Wiedenbeck

Journal of the American Society for Information Science, 1991, vol. 42, issue 3, 185-196

Abstract: There exists a large and growing population of noncomputer professionals utilizing wordprocessing software on personal computers. Noncomputer professional users of word processing technology are sometimes referred to as intermittent users. The purpose of this research was to understand the word processing characteristics and needs of this important group of users. We developed a model that describes their word processing performance and carried out two controlled experiments. We found that intermittent users behave like experts when executing a very small set of routine tasks but tend to be quite novice‐like in most other tasks. Their editing behavior can be described as nonoptimal and relatively stable. Help systems and interface design are important factors of word processing technology that improve the performance of intermittent users. Our study indicates that intermittent users prefer and perform better with a menu‐driven interface. In addition, we found that even a rudimentary help system can be a great aid to the intermittent user. © 1991 John Wiley & Sons, Inc.

Date: 1991
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https://doi.org/10.1002/(SICI)1097-4571(199104)42:33.0.CO;2-2

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Persistent link: https://EconPapers.repec.org/RePEc:bla:jamest:v:42:y:1991:i:3:p:185-196

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