Multimedia Knowledge Systems as Performance Support Tools

Observations of how users learn and prefer to learn to perform tasks in computing systems can guide the design of performance support knowledge and its delivery. Some important observations are: Users rarely read documentation in linear order, but rather use it much as one uses an encyclopedia. Users often seek an expert to demonstrate a procedure, rather than read about how to perform the procedure. Users forget details, but remember the general ideas. Learning is faster and retention is better when users perform tasks rather than read about them. People differ greatly in their abilities to remember details. These observations suggest that a multimedia, integrated user-controlled knowledge system would provide the job performance assurance that users need. Important features of such a system will be discussed.