Användarutbildning är en viktig del för i stort sett alla företag som använder någon formav informationssystem. Även om man oftast inser hur viktigt det är med denna utbildningär den ofta lågt prioriterad med för liten budget.Detta arbete är en fallstudie som görs på ett företag som medverkar anonymt. Studienhar som syfte att studera det aktuella utbildningsläget inom företagets affärssystem. Resultatet som studien ger kommer att användas som en grund för beslutsfattning kringhur utbildningsplanen på företaget ska se ut i framtiden. För att nå slutsatsen studerarvi litteratur inom området användarutbildning. Vi utför även en fältstudie på företagetdär den aktuella klassrumsbaserade utbildningsformen observeras. Avslutningsvis genomförs en enkätundersökning där användarna av affärssystemet ger sina intryck av utbildningen.Slutsatsen vi kan komma fram till är att företaget har behov av att göra en plan förkontinuerlig utbildning av anställda och se över möjligheterna att införa flerutbildningsformer. Vi ser även ett stort intresse från personalens sida att få möjlighetenatt ha mänsklig kontakt både vid utbildning och vid support/helpdesk ärenden. Av deanvändare som var med i undersökningen ansåg en stor andel att de har lätt för att arbetamed datorer som hjälpmedel. De hade också uppfattningen att datorer förenklar derasarbete och att de grundläggande kunskaperna de besitter är tillräckliga för att användaen dator. / User training is an important part of virtually all companies that use some form ofEnterprise Information System (EIS). Even if the importance of this education is oftenrealized, it is often given low priority and a small budget.This work is a case study at a company that participates anonymously. The study is aimedat examining the current educational situation of a company's EIS. The result will providea basis for decision making regarding what the curriculum should look like in the future.In order to reach a conclusion, we study the current literature in the field of end usertraining. We perform a field study were we will observe classroom-based training. Finallywe conduct a survey in which users of the EIS give their impressions of the training theyreceive.The conclusion reached is that the company needs to make a plan for continuous trainingof employees and review opportunities to introduce more educational possibilities. We alsosee a lot of interest from employees to have the ability to have human contact, both duringtraining and during support/help desk issues. Of the users who took part in the survey, alarge percentage felt that they had no issues working with computers as a tool. They alsohad the perception that computers simplify their work and that they possess the basicskills to use a computer.

This work investigates entry barriers and approaches for facilitating end-user web application development with the particular focus on shaping web programming technology and tools according to end-users' expectations and natural mental models. My underlying assumption and motivation is that given the right tools and techniques even nonprogrammers may become successful web application developers. The main target audience for this research are "casual" webmasters without programming experience - a group likely to be interested in building web applications. As an important subset of web applications I focus on supporting the development of basic data collection, storage and retrieval applications such as online registrations forms, staff databases, or report tools. First I analyze the factors contributing to the complexity of web application development through surveys and interviews of experienced programmers; then I explore the "natural mental models" of potential end-user web developers, and finally discuss my particular design solutions for lowering entry barriers, as embodied by a proof-of-concept development tool, called Click. Furthermore, I introduce and evaluate the concept of "Design-at-Runtime" - a new technique for facilitating and accelerating the development-test cycle when building web-based applications. / Ph. D.

No / Many data warehouses are currently underutilized by managers and knowledge workers. Can high-quality end-user metadata help to increase levels of adoption and use?

A Case Study Using Scenario-based Design Tools and Techniques in the Formative Evaluation Stage of Instructional Design: Prototype Evaluation and Redesign of a Web-Enhanced Course Interface. The main purpose of this study was to augment the formative evaluation process of instructional design through the incorporation of scenario-based design tools and strategies that focus on interface design. The test population was students from undergraduate "human development" courses at Virginia Tech, approximately 250 students. One prototype of a course web interface was tested and revised based on data collected during the formative evaluation process. The scenario data provided rationale for redesign considerations. / Ph. D.

Graduation date: 2006 / Previous research has revealed gender differences that impact females’ willingness to adopt software features in end users’ programming environments. Since these features have separately been shown to help end users problem solve, it is important to female end users’ productivity that we find ways to make these features more acceptable to females. This thesis draws from our ongoing work with users to help inform our design of theory-based methods for encouraging effective feature usage by both genders. This design effort is the first to begin addressing the gender differences in the ways that people go about problem solving in end-user programming situations.

Objetivo: Avaliar os resultados da capacitação de usuários de buscas informatizadas, através do Curso de Acesso às Bases em CD-ROM MEDLINE e LILACS, modalidade do Programa Educativo da Biblioteca da Faculdade de Saúde Publica da USP, oferecido a docentes e alunos da pós-graduação em saúde pública. Método: Questionário estruturado enviado aos 92 participantes dos Cursos, no período de 1993 e 1995. Resultados: Os resultados mostraram que após a participação no Curso 65,2% deles conseguiram autonomia no acesso às bases de dados, 15,2% solicitaram buscas intermediadas pelo bibliotecário, e 19,6% não realizaram forma alguma de busca nas bases da Biblioteca. O usuário que busca esse tipo de capacitação é principalmente o aluno de cursos de pós-graduação (79,3%), com formação básica na área de ciências biológicas (81,5%), para suas atividades acadêmicas (79,4%), com o objetivo de buscar autonomia no acesso à informação (72,8%). A intermediação dos bibliotecários foi solicitada por motivos como: pouca familiaridade com as bases, dificuldade em lidar com tecnologia, confiança na busca realizada pelo bibliotecário e falta de tempo para busca, evidenciando a necessidade do usuário contar também com os serviços de busca realizado pelo bibliotecário, confirmada por 79,4% dos participantes do Curso. O Curso também foi avaliado quanto ao seu conteúdo, estrutura, metodologia, material didático e demais aspectos específicos à organização de capacitação desse nível. Conclusão: O Curso MEDLINE/LILACS está atendendo às necessidades dos usuários das buscas informatizadas, porém a Biblioteca deve ter o compromisso de mantê-lo pois quanto mais tecnologia a Biblioteca disponibiliza, maior é o seu compromisso em capacitar seu usuário. / This study analyses the results of end-user instruction through the databases modulated course in CD-ROM MEDLINE / LILACS, modality of the Library of the School of Public Health of University of S.Paulo Educational Program, offered to health sciences scientists and postgraduate students. It uses a mailed questionnaire which was answered by 66% of the 140 course participants between November/1993 and November/1995. The whole of the category studied was 92 end-users. The results demonstrate that former students, who have done researches in the Library, managed, in most cases (65,2%), to acquire autonomy in using databases, some of them (15,2%) requested librarians interventions, and some of them (19,6%) didn´t use the databases of the Public Health Library, during this period. It determines the end-user searching profile and it shows that the course is mainly looked for by the postgraduate students (79,3%), health area (81,5%), for their academic activities (79,4%) and by those who look for information access autonomy (72,8%) when they decide to participate in such courses. The users who do intermediary searching, appear to use an intermediary mainly for reasons such as: the lack of information technology, lack of familiarity with databases, reliability in the searches made by librarians and, lack of time for searching. The results demonstrate that 79,4% of end-users would like to do both end-user searching and intermediary searching. This study also analyses the Course contents, structure, methodology and didactic materials. This paper gets to the conclusion that end-users, in the whole, consider to be more important that the Library maintains this course and this kind of information user continuous educational program. This survey findings suggests other evaluations to be held to check the end-user’s performance.

Objetivo: Avaliar os resultados da capacitação de usuários de buscas informatizadas, através do Curso de Acesso às Bases em CD-ROM MEDLINE e LILACS, modalidade do Programa Educativo da Biblioteca da Faculdade de Saúde Publica da USP, oferecido a docentes e alunos da pós-graduação em saúde pública. Método: Questionário estruturado enviado aos 92 participantes dos Cursos, no período de 1993 e 1995. Resultados: Os resultados mostraram que após a participação no Curso 65,2% deles conseguiram autonomia no acesso às bases de dados, 15,2% solicitaram buscas intermediadas pelo bibliotecário, e 19,6% não realizaram forma alguma de busca nas bases da Biblioteca. O usuário que busca esse tipo de capacitação é principalmente o aluno de cursos de pós-graduação (79,3%), com formação básica na área de ciências biológicas (81,5%), para suas atividades acadêmicas (79,4%), com o objetivo de buscar autonomia no acesso à informação (72,8%). A intermediação dos bibliotecários foi solicitada por motivos como: pouca familiaridade com as bases, dificuldade em lidar com tecnologia, confiança na busca realizada pelo bibliotecário e falta de tempo para busca, evidenciando a necessidade do usuário contar também com os serviços de busca realizado pelo bibliotecário, confirmada por 79,4% dos participantes do Curso. O Curso também foi avaliado quanto ao seu conteúdo, estrutura, metodologia, material didático e demais aspectos específicos à organização de capacitação desse nível. Conclusão: O Curso MEDLINE/LILACS está atendendo às necessidades dos usuários das buscas informatizadas, porém a Biblioteca deve ter o compromisso de mantê-lo pois quanto mais tecnologia a Biblioteca disponibiliza, maior é o seu compromisso em capacitar seu usuário. / This study analyses the results of end-user instruction through the databases modulated course in CD-ROM MEDLINE / LILACS, modality of the Library of the School of Public Health of University of S.Paulo Educational Program, offered to health sciences scientists and postgraduate students. It uses a mailed questionnaire which was answered by 66% of the 140 course participants between November/1993 and November/1995. The whole of the category studied was 92 end-users. The results demonstrate that former students, who have done researches in the Library, managed, in most cases (65,2%), to acquire autonomy in using databases, some of them (15,2%) requested librarians interventions, and some of them (19,6%) didn´t use the databases of the Public Health Library, during this period. It determines the end-user searching profile and it shows that the course is mainly looked for by the postgraduate students (79,3%), health area (81,5%), for their academic activities (79,4%) and by those who look for information access autonomy (72,8%) when they decide to participate in such courses. The users who do intermediary searching, appear to use an intermediary mainly for reasons such as: the lack of information technology, lack of familiarity with databases, reliability in the searches made by librarians and, lack of time for searching. The results demonstrate that 79,4% of end-users would like to do both end-user searching and intermediary searching. This study also analyses the Course contents, structure, methodology and didactic materials. This paper gets to the conclusion that end-users, in the whole, consider to be more important that the Library maintains this course and this kind of information user continuous educational program. This survey findings suggests other evaluations to be held to check the end-user’s performance.

published_or_final_version / Public Administration / Master / Master of Public Administration

Mit der steigenden Verfügbarkeit komponenten- und serviceorientiert bereitgestellter Ressourcen und Dienstleistungen entwickelt sich das Web zu einer geeigneten Plattform für vielfältige Anwendungsszenarien. Darauf aufbauend entstehen komposite Webanwendungen durch das Rekombinieren und Verknüpfen vorhandener Bausteine. Auf diese Weise kann ein funktionaler Mehrwert zur Lösung situationsspezifischer Problemstellungen erzielt werden. Zunehmend wird angestrebt, dass Endnutzer selbst als Anwendungsentwickler in Erscheinung treten. Dieses Prinzip, das End-User-Development, ist ökonomisch lukrativ, da Nischenanforderungen effizienter erfüllt werden können. Allerdings stehen dabei insbesondere Domänenexperten ohne Programmiererkenntnisse noch immer vor substantiellen Herausforderungen, wie der bedarfsgerechten Auswahl von Bausteinen und deren korrekten Komposition. Diese Dissertation stellt daher neue Methoden und Werkzeuge für das assistierte End-User-Development von kompositen Webanwendungen vor. Im Ergebnis entsteht das ganzheitliche Konzept einer Kompositionsplattform, die Nicht-Programmierer in die Lage versetzt, eigenständig Anwendungen bedarfsgerecht zu entwickeln und einzusetzen. Als zentrales Element existiert ein hochiteratives Vorgehensmodell, bei dem die Entwicklung und die Nutzung kompositer Webanwendungen weitgehend verschmelzen. Ein wesentliches Merkmal des Ansatzes ist, dass aus Nutzersicht sämtliche Aktivitäten auf fachlicher Ebene stattfinden, während die Kompositionsplattform die technische Umsetzung übernimmt und vor den Nutzern verbirgt. Grundlage hierfür sind Konzepte zur universellen Komposition und eine umfassende Modellbasis. Letztere umfasst semantikbasierte Beschreibungen von Komponenten sowie Kompositionsfragmenten und von deren Funktionalitäten (Capabilities). Weiterhin wird statistisches und semantisches Kompositionswissen sowie Nutzerfeedback modelliert. Darauf aufbauend werden neue, anwendungsunabhängige Mechanismen konzipiert. Hierzu zählt ein Empfehlungssystem, das prozessbegleitend Kompositionsschritte vorschlägt und das erstmals mit Empfehlungsstrategien in hohem Maße an seinen Einsatzkontext angepasst werden kann. Weiterhin sieht der Ansatz semantikbasierte Datenmediation und einen Algorithmus vor, der die Capabilities von Kompositionsfragmenten abschätzt. Diese Konzepte dienen schließlich als Basis für eine in sich zusammenhängende Werkzeugpalette, welche die Aktivitäten des Vorgehensmodells durchgehend unterstützt. Zum Beispiel assistiert ein Wizard Nicht-Programmierern bei der anforderungsgetriebenen Identifikation passender Kompositionsfragmente. Weitere konzipierte Hilfsmittel erlauben es Nutzern, Anwendungen live zu komponieren sowie anzupassen und deren Funktionsweise nachzuvollziehen bzw. zu untersuchen. Die Werkzeuge basieren maßgeblich auf Capabilities zur fachlichen Kommunikation mit Nutzern, als Kompositionsmetapher, zur Erklärung funktionaler Zusammenhänge und zur Erfassung von Nutzeranforderungen. Die Kernkonzepte wurden durch prototypische Implementierungen und praktische Erprobung in verschiedenen Anwendungsdomänen validiert. Zudem findet die Evaluation von Ansätzen durch Performanz-Messungen, Expertenbefragung und Nutzerstudien statt. Insgesamt zeigen die Ergebnisse, dass die Konzepte für die Zielgruppe nützlich sind und als tragfähig angesehen werden können.:1 Einleitung 1.1 Analyse von Herausforderungen und Problemen 1.1.1 Zielgruppendefinition 1.1.2 Problemanalyse 1.2 Thesen, Ziele, Abgrenzung 1.2.1 Forschungsthesen 1.2.2 Forschungsziele 1.2.3 Annahmen und Abgrenzungen 1.3 Aufbau der Arbeit 2 Grundlagen und Anforderungsanalyse 2.1 CRUISE – Architektur und Modelle 2.1.1 Komponentenmetamodell 2.1.2 Kompositionsmodell 2.1.3 Architekturüberblick 2.1.4 Fazit 2.2 Referenzszenarien 2.2.1 Ad-hoc-Erstellung einer CWA zur Konferenzplanung 2.2.2 Geführte Recherche nach einer CWA 2.2.3 Unterstützte Nutzung einer CWA 2.3 Anforderungen 3 Stand von Forschung und Technik 3.1 Kompositionsplattformen für EUD 3.1.1 Webservice-Komposition durch Endnutzer 3.1.2 Mashup-Komposition durch Endnutzer 3.1.3 Fazit 3.2 Empfehlungssysteme im Mashupkontext 3.2.1 Empfehlungsansätze in Kompositionsplattformen 3.2.2 Nutzerfeedback in Empfehlungssystemen 3.2.3 Fazit 3.3 Eingabe funktionaler Anforderungen 3.3.1 Textuelle Ansätze 3.3.2 Graphische Anfrageformulierung 3.3.3 Hierarchische und facettierte Suche 3.3.4 Assistenten und dialogbasierte Ansätze 3.3.5 Fazit 3.4 Ansätze zur Datenmediation 3.4.1 Ontology Mediation 3.4.2 Vertreter aus dem Bereich (Semantic) Web Services 3.4.3 Datenmediation in Mashup-Plattformen 3.4.4 Fazit 3.5 Fazit zum Stand von Forschung und Technik 4 Assistiertes EUD von CWA durch Nicht-Programmierer 4.1 Assistiertes EUD von Mashups 4.1.1 Modellebene 4.1.2 Basismechanismen 4.1.3 Werkzeuge 4.2 Grobarchitektur 5 Basiskonzepte 5.1 Grundlegende Modelle 5.1.1 Capability-Metamodell 5.1.2 Erweiterungen von Komponentenmodell und SMCDL 5.1.3 Nutzer- und Kontextmodell 5.1.4 Metamodell für kontextualisiertes Feedback 5.2 Semantische Datenmediation 5.2.1 Vorbetrachtungen und Definitionen 5.2.2 Techniken zur semantischen Datenmediation 5.2.3 Architektonische Implikationen und Abläufe 5.3 Ableiten von Capabilities 5.3.1 Anforderungen und verwandte Ansätze 5.3.2 Definitionen und Grundlagen 5.3.3 Übersicht über den Algorithmus 5.3.4 Detaillierter Ablauf 5.3.5 Architekturüberblick 5.4 Erzeugung eines Capability-Wissensgraphen 5.4.1 Struktur des Wissensgraphen 5.4.2 Instanziierung des Wissensgraphen 5.5 Zusammenfassung 6 Empfehlungssystem 6.1 Gesamtansatz im Überblick 6.2 Empfehlungssystemspezifische Metamodelle 6.2.1 Trigger-Metamodell 6.2.2 Pattern-Metamodell 6.3 Architektur und Abläufe des Empfehlungssystems 6.3.1 Ableitung von Pattern-Instanzen 6.3.2 Empfehlungsgründe identifizieren durch Trigger 6.3.3 Empfehlungen berechnen 6.3.4 Präsentation von Empfehlungen 6.3.5 Integration von Patterns 6.4 Zusammenfassung 7 Methoden zur Nutzerführung 7.1 Der Startbildschirm als zentraler Einstiegspunkt 7.2 Live-View 7.3 Capability-View 7.3.1 Interaktive Exploration von Capabilities 7.3.2 Kontextsensitive Erzeugung von Beschriftungen 7.3.3 Verknüpfen von Capabilities 7.3.4 Handhabung von Komponenten ohne UI 7.4 Wizard zur Eingabe funktionaler Anforderungen 7.5 Erklärungstechniken 7.5.1 Anforderungen und verwandte Ansätze 7.5.2 Kernkonzepte 7.5.3 Assistenzwerkzeuge 8 Implementierung und Evaluation 8.1 Umsetzung der Modelle und der Basisarchitektur 8.2 Realisierung der Mediationskonzepte 8.2.1 Erweiterung des Kompositionsmodells 8.2.2 Implementierung des Mediators 8.2.3 Evaluation und Diskussion 8.3 Algorithmus zur Abschätzung von Capabilities 8.3.1 Prototypische Umsetzung 8.3.2 Experten-Evaluation 8.4 Umsetzung des Empfehlungskreislaufes 8.4.1 Performanzbetrachtungen 8.4.2 Evaluation und Diskussion 8.5 Evaluation von EUD-Werkzeugen 8.5.1 Evaluation der Capability-View 8.5.2 Prototyp und Nutzerstudie des Wizards 8.5.3 Prototyp und Nutzerstudie zu den Erklärungstechniken 8.6 Fazit 9 Zusammenfassung, Diskussion und Ausblick 9.1 Zusammenfassung und Beiträge der Kapitel 9.2 Einschätzung der Ergebnisse 9.2.1 Diskussion der Erreichung der Forschungsziele 9.2.2 Diskussion der Forschungsthesen 9.2.3 Wissenschaftliche Beiträge 9.2.4 Grenzen der geschaffenen Konzepte 9.3 Laufende und weiterführende Arbeiten A Anhänge A.1 Richtlinien für die Annotation von Komponenten A.2 Fragebogen zur System Usability Scale A.3 Illustration von Mediationstechniken A.4 Komponentenbeschreibung in SMCDL (Beispiel) A.5 Beispiele zu Algorithmen A.5.1 Berechnung einer bestimmenden Entity A.5.2 Berechnung der Ähnlichkeit atomarer Capabilities A.6 Bewertung verwandter Ansätze Literaturverzeichnis Webreferenzen

[pt] Esta tese apresenta um estudo sobre o espaço de problema no contexto do desenvolvimento de tecnologias para terapeutas do Transtorno do Espectro do Autismo (TEA) e visa contribuir para o design de tecnologias nessa área. Apesar de haver uma grande quantidade de tecnologias para o público com TEA, tais tecnologias possibilitam em geral um uso restrito, tendo em vista a amplitude do chamado Espectro do Autismo e a variedade de Transtornos que as pessoas com um diagnóstico de TEA podem manifestar. Desse modo, torna-se essencial o desenvolvimento de tecnologias mais flexíveis que atendam às necessidades de cada indivíduo com TEA. Além disso, a literatura apresenta relatos pontuais (de sucesso ou insucesso) sobre as tecnologias desenvolvidas, mas não há uma estruturação maior do domínio. Diante disso, consideramos que há uma lacuna com relação à caracterização do problema nessa área, sendo importante explorar o espaço de problema antes de propor novas soluções. Diversos são os desafios envolvidos na adoção de tecnologias para geração de software adaptável por terapeutas de TEA, tais como a falta ou o pouco conhecimento dos terapeutas sobre esse tipo de tecnologia, o tempo escasso para o aprendizado e uso dessas tecnologias e até mesmo a falta de interesse nelas. Realizamos estudos para explorar o espaço de problema no contexto de End User Development (EUD) e levantar os principais significados, questionamentos e dificuldades dos terapeutas relacionados às tecnologias adaptáveis e/ou extensíveis e eles nos mostraram que o uso do conceito de sondas de design foi essencial para a aproximação dos terapeutas com esse tipo de tecnologia e para um aprofundamento, por parte do designer, das dificuldades e necessidades deles e os desafios inseridos nesse contexto. Além disso, esses estudos nos permitiram levantar um conjunto de possíveis alterações e adaptações que uma tecnologia voltada para esse público poderia fazer de modo a atender as necessidades dos terapeutas com seus atendidos. A partir desse conjunto levantado, analisamos essas possíveis alterações com base na teoria da Engenharia Semiótica para o contexto de EUD e investigamos como tecnologias existentes possibilitam ou não fazer esses tipos de alterações. Desse modo, essa pesquisa nos permitiu identificar o domínio de TEA como uma área de aplicação de EUD com diversos desafios, analisá-los com maior profundidade e apontar possíveis caminhos para superá-los, contribuindo para o Design de tecnologias para o público de TEA. / [en] This thesis presents a study on the problem space in the context of development of technologies for Autism Spectrum Disorder s (ASD) therapists and it aims to contribute to the design of technologies in this area. Although there is a large number of technologies to the audience with ASD, such technologies usually allow a limited use, given the extent of the Autism Spectrum and the variety of disorders that people with ASD diagnosis can have. Thus, it is essential to develop more flexible technologies that meet the needs of each individual with ASD. Moreover, the literature presents specific reports (of success or failure) about the developed technologies, but there is no organization of the domain. Therefore, we consider that there is a gap regarding the problem characterization in this area, and it is important to explore the problem space before proposing new solutions. There are several challenges related to the adoption of technologies for generating adaptable software by ASD therapists, such as the lack or little knowledge of the therapists about this kind of technology, the limited time for learning and using these technologies and even the lack of interest. We conducted studies in order to explore the problem space in the context of the End User Development (EUD) and to raise the main meanings, questions and difficulties of the therapists related to adaptable and/or extensible technologies and they showed us that the use of the design probes concept was essential for the approximation of the therapists with such technology type and a deepening understanding of their own difficulties and needs, and the challenges placed in this context. Moreover, these studies have allowed us to raise a set of possible changes and adaptations that a technology targeted for this audience could do in order to address the needs of therapists and their patients. From this achieved set, we have analyzed these possible changes based on the Semiotic Engineering theory for EUD context and we have investigated how existing technologies enable or not these kinds of changes. Thus, this research has enabled us to identify the ASD domain as an EUD application area with several challenges, to analyze them in greater depth and to identify possible ways to overcome them, contributing to the design of technologies for the ASD audience.