M.D.T. de Jong

Learn More
This paper focuses on the interaction between teams of participants in the constructive interaction (CI) method. We analyzed transcripts and video recordings from five CI sessions in order to determine the types and frequencies of communicative acts performed as well as their usefulness to usability testers. In addition, we examined the contribution of the(More)
In addition to technical documentation, face-to-face helpdesks and telephonic helplines are a powerful means for supporting users of technical products and services. This study investigates the factors that determine user satisfaction with helpdesks and helplines. A survey, based on the SERVQUAL framework and questionnaire, shows that the SERVQUAL(More)
This paper focuses on the interaction between test participants and test facilitator in two variants of the think-aloud method. In a first, explorative study, we analyzed think-aloud transcripts from two usability tests: a concurrent think-aloud test and a constructive interaction test. The results of our analysis show that while the participants in both(More)
Why is it so hard, even for professional writers, to prevent reader problems from occurring in documents? In this paper, we focus on one crucial aspect of the anticipation process: the assessment of problem detections. We report on an exploratory study in which experts had to judge and motivate the likelihood and severity of a set of reader problems. Based(More)
Research has shown that professional writers cannot accurately predict the problems readers will experience when using functional documents. In this paper, we give an overview of reasons why it can be so hard for writers to anticipate reader problems. We elaborate on the concept of empathy, and discuss a broad range of research offering explanations for the(More)
  • 1