8/26/2002

<body topmargin=0 leftmargin=0 marginheight=0 marginwidth=0> <table cellpadding=0 cellspacing=0 border=0><tr> <td valign="top" colspan=2 height=95 BGCOLOR="#999999" TEXT="#080000" bgproperties="fixed" background="061005f0ermwup.png"> <div> <FONT SIZE="5" COLOR="#FFFFFF" FACE="Arial" ><B>EDIT 797 - Performance Based Design</B></FONT><B>     </B><B>|     </B><A HREF="index.htm" TARGET="_top" TITLE="EDIT 797 Performance Based Design"><U><B>home</B></U></A></div> <div> </div> </td> </tr><tr> <td valign="top" width=190 BGCOLOR="#FFFFFF" TEXT="#080000"> <div> <A HREF="id33.htm" TARGET="_top" TITLE="The Business Case for PCD"><U><B><IMG SRC="05d0e0e0.png" border=0 width="14" height="14" ALIGN="BOTTOM" HSPACE="0" VSPACE="0"></B></U></A><B>  </B><A HREF="index.htm" TARGET="_top" TITLE="EDIT 797 Performance Based Design"><U><B><IMG SRC="05e0e0e0.png" border=0 width="14" height="14" ALIGN="BOTTOM" HSPACE="0" VSPACE="0"></B></U></A><B>      </B><IMG BORDER="0" SRC="1x1.gif" HEIGHT="14" 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FACE="Arial" ><A HREF="http://cpt.fsu.edu/PIQContents/Gery.pdf " TARGET="_top" TITLE="http://cpt.fsu.edu/PIQContents/Gery.pdf "><U>http://cpt.fsu.edu/PIQContents/Gery.pdf</U></A><A HREF="http://cpt.fsu.edu/PIQContents/Gery.pdf " TARGET="_top" TITLE="http://cpt.fsu.edu/PIQContents/Gery.pdf "><U> </U></A> </FONT>Some of the pages of this article are not readable and can be <A HREF="docs/BadPages.ZIP" TARGET="_top" TITLE="docs/BadPages.ZIP"><U>found here as a zip file</U></A>, or below individually:</div> <bR> <div> <A HREF="id57.htm" TARGET="_top" TITLE="Page 56"><U>Page 56</U></A><FONT SIZE="2" COLOR="#000000" FACE="Symbol" >   ·   </FONT><A HREF="id70.htm" TARGET="_top" TITLE="Page 57"><U>Page 57</U></A><FONT SIZE="2" COLOR="#000000" FACE="Symbol" >   ·   </FONT><A HREF="id64.htm" TARGET="_top" TITLE="Page 58"><U>Page 58</U></A><FONT SIZE="2" COLOR="#000000" FACE="Symbol" >   ·   </FONT><A HREF="id71.htm" TARGET="_top" TITLE="Page 59"><U>Page 59</U></A><FONT SIZE="2" COLOR="#000000" FACE="Symbol" >   ·   </FONT><A HREF="id58.htm" TARGET="_top" TITLE="Page 60"><U>Page 60</U></A><FONT SIZE="2" COLOR="#000000" FACE="Symbol" >   ·   </FONT><A HREF="id72.htm" TARGET="_top" TITLE="Page 61"><U>Page 61</U></A><FONT SIZE="2" COLOR="#000000" FACE="Symbol" >   ·   </FONT><A HREF="id65.htm" TARGET="_top" TITLE="Page 62"><U>Page 62</U></A><FONT SIZE="2" COLOR="#000000" FACE="Symbol" >   ·   </FONT><A HREF="id73.htm" TARGET="_top" TITLE="Page 63"><U>Page 63</U></A><FONT SIZE="2" COLOR="#000000" FACE="Symbol" >   ·   </FONT><A HREF="id60.htm" TARGET="_top" TITLE="Page 64"><U>Page 64</U></A><FONT SIZE="2" COLOR="#000000" FACE="Symbol" >   ·   </FONT><A HREF="id74.htm" TARGET="_top" TITLE="Page 65"><U>Page 65</U></A><FONT SIZE="2" COLOR="#000000" FACE="Symbol" >   ·   </FONT><A HREF="id66.htm" TARGET="_top" TITLE="Page 66"><U>Page 66</U></A><FONT SIZE="2" COLOR="#000000" FACE="Symbol" >   ·   </FONT><A HREF="id75.htm" TARGET="_top" TITLE="Page 67"><U>Page 67</U></A><FONT SIZE="2" COLOR="#000000" FACE="Symbol" >   ·   </FONT><A HREF="id61.htm" TARGET="_top" TITLE="Page 68"><U>Page 68</U></A><FONT SIZE="2" COLOR="#000000" FACE="Symbol" >   ·   </FONT><A HREF="id67.htm" TARGET="_top" TITLE="Page 69"><U>Page 69</U></A><FONT SIZE="2" COLOR="#000000" FACE="Symbol" >   ·   </FONT><A HREF="id62.htm" TARGET="_top" TITLE="Page 70"><U>Page 70</U></A><FONT SIZE="2" COLOR="#000000" FACE="Symbol" >   ·   </FONT><A HREF="id68.htm" TARGET="_top" TITLE="Page 71"><U>Page 71</U></A><FONT SIZE="2" COLOR="#000000" FACE="Symbol" >   ·   </FONT><A HREF="id63.htm" TARGET="_top" TITLE="Page 72"><U>Page 72</U></A><FONT SIZE="2" COLOR="#000000" FACE="Symbol" >   ·   </FONT><A HREF="id69.htm" TARGET="_top" TITLE="Page 73"><U>Page 73</U></A><FONT SIZE="2" COLOR="#000000" FACE="Symbol" >   ·   </FONT><A HREF="id76.htm" TARGET="_top" TITLE="Pages 76 77"><U>Pages 76 & 77</U></A><FONT SIZE="2" COLOR="#000000" FACE="Symbol" >   ·   </FONT><A HREF="id77.htm" TARGET="_top" TITLE="Pages 78 79"><U>Pages 78 & 79</U></A><FONT SIZE="2" COLOR="#000000" FACE="Symbol" >   ·   </FONT><A HREF="id78.htm" TARGET="_top" TITLE="Pages 80 81"><U>Pages 80 & 81</U></A><FONT SIZE="2" COLOR="#000000" FACE="Symbol" >   ·   </FONT><A HREF="id79.htm" TARGET="_top" TITLE="Pages 82 83"><U>Pages 82 & 83</U></A><FONT SIZE="2" COLOR="#000000" FACE="Symbol" >   ·   </FONT><A HREF="id80.htm" TARGET="_top" TITLE="Pages 86 87 "><U>Pages 86 & 87 </U></A></div> <bR> <div> <IMG BORDER="0" SRC="Symb075c00b700c800000000.png" HEIGHT="13" WIDTH="24" ALIGN="bottom" HSPACE="0" VSPACE="0">Dickelman, <I>Gershom Rides Again, </I><FONT SIZE="2" COLOR="#0000FF" FACE="Arial" ><A HREF="http://www.pcd-innovations.com/rides/rowhid2.html" TARGET="_top" TITLE="http://www.pcd-innovations.com/rides/row"><U>http://www.pcd-innovations.com/rides/rowhid2.html</U></A></FONT></div> <div> <IMG BORDER="0" SRC="Symb075c00b700c800000000.png" HEIGHT="13" WIDTH="24" ALIGN="bottom" HSPACE="0" VSPACE="0">Dickelman<I>, Performance Support in Internet Time</I>, <FONT SIZE="2" COLOR="#0000FF" FACE="Arial" ><A HREF="http://www.pcd-innovations.com/PSinInternetTime/index.htm" TARGET="_top" TITLE="http://www.pcd-innovations.com/PSinInter"><U>http://www.pcd-innovations.com/PSinInternetTime/index.htm</U></A></FONT></div> <div> <IMG BORDER="0" SRC="Symb075c00b700c800000000.png" HEIGHT="13" WIDTH="24" ALIGN="bottom" HSPACE="0" VSPACE="0">Chapters 1 - 4 of Gloria Gery's Electronic Performance Support Systems</div> <div> <B>2.  Our classroom discussion will be based on the following:</B></div> <div> <A HREF="id33.htm" TARGET="_top" TITLE="The Business Case for PCD"><U>The Business Case for PCD</U></A><FONT SIZE="2" COLOR="#000000" FACE="Symbol" >   ·   </FONT><A HREF="id34.htm" TARGET="_top" TITLE="PS Point of View"><U>PS Point of View</U></A><FONT SIZE="2" COLOR="#000000" FACE="Symbol" >   ·   </FONT><A HREF="id35.htm" TARGET="_top" TITLE="Component Model"><U>Component Model</U></A><FONT SIZE="2" COLOR="#000000" FACE="Symbol" >   ·   </FONT><A HREF="id41.htm" TARGET="_top" TITLE="Integration model"><U>Integration model</U></A><FONT SIZE="2" COLOR="#000000" FACE="Symbol" >   ·   </FONT><A HREF="id48.htm" TARGET="_top" TITLE="Learning Model"><U>Learning Model</U></A><FONT SIZE="2" COLOR="#000000" FACE="Symbol" >   ·   </FONT><A HREF="id47.htm" TARGET="_top" TITLE="Human Factors Model"><U>Human Factors Model</U></A><FONT SIZE="2" COLOR="#000000" FACE="Symbol" >   ·   </FONT><A HREF="id46.htm" TARGET="_top" TITLE="Hypertext Model"><U>Hypertext Model</U></A><FONT SIZE="2" COLOR="#000000" FACE="Symbol" >   ·   </FONT><A HREF="id50.htm" TARGET="_top" TITLE="Design Model"><U>Design Model</U></A><FONT SIZE="2" COLOR="#000000" FACE="Symbol" >   ·   </FONT><A HREF="id52.htm" TARGET="_top" TITLE="FLENS Model"><U>FLENS Model</U></A><FONT SIZE="2" COLOR="#000000" FACE="Symbol" >   ·   </FONT><A HREF="id53.htm" TARGET="_top" TITLE="Human Activity Model"><U>Human Activity Model</U></A><FONT SIZE="2" COLOR="#000000" FACE="Symbol" >   ·   </FONT><A HREF="id54.htm" TARGET="_top" TITLE="Event Monitoring Model"><U>Event Monitoring Model</U></A><FONT SIZE="2" COLOR="#000000" FACE="Symbol" >   ·   </FONT><A HREF="id55.htm" TARGET="_top" TITLE="Conclusions"><U>Conclusions</U></A></div> <bR> <div> <B>3.  Homework for next class</B></div> <div> The Smith family own a TV set, a DVD player, a VCR, a digital stereo system, and a home security system.  All five of these items have  independent remote control devices that look more or less the same.  Family members are always picking up the wrong remote to operate one of the devices.  If a family member picks up the correct device, he or she is typically confused about how it works.  Finally, sometimes one or more of the devices gets lost (e.g., in the coach cushion).</div> <div> <B>Assignment:  Provide a high-level conceptual design for a performance-centered system that solves all of the Smith's remote control problems.  You are restricted only by the realities of available technology.    </B>(1 - 2 pages should suffice for this assignment.   It is due via e-mail prior to the start of next week's class or can be handed in at the beginning of next week's class.)</div> <bR> <div> <B>REGARDING THE RESEARCH PAPER</B></div> <div> <B>The syllabus states:  "</B>Guidelines for Research Paper:  The research paper will be a scholarly work, consisting of 1500 - 4000 words, referencing the works of at least four (4) leaders from fields and practices that comprise PCD.  The paper must address a relevant PCD issue in any or all of the categories <I>business performance</I>, <I>cognitive science</I>, and <I>technology infrastructure</I>.  Note: Although not formally part of the course evaluation criteria, those individuals whose papers make a sound contribution to the PCD literature will be given the opportunity to have their papers published." </div> <div> Here are some topics for you to consider for the research paper <B>(but </B><I><B>please</B></I><B> do </B><I><B>not </B></I><B>restrict yourself to just these!</B>):</div> <div> >Performance-centered design for systems that support customer service representatives (i.e., call center professionals who must retrieve on-line reference material relevant to the business domain and the customer's question while on the telephone talking with customers)</div> <div> >Performance-centered systems design techniques for any specific vertical industry</div> <div> >Supporting user workflow in transaction-based, data-centric systems</div> <div> >Techniques for creating on-line representations of business tasks</div> <div> >The proper use of metaphor in performance-centered systems</div> <div> >The role of affordance in performance-centered design</div> <div> >Designing performance-centered usability evaluations</div> <div> >The role of knowledge management in PCD (...and/or vice-versa)</div> <div> >Performance-centered design considerations for browser-based applications (e.g., how do they differ from conventional GUI development)</div> <div> >Performance-centered design for highly dynamic work environments  </div> <div> >Techniques for providing alternate views of data, information, and knowledge in performance-centered systems</div> <div> >Performance-centered design issues for information appliances</div> <div> >Designing passive constraints in performance-centered systems</div> <div> >Employing reusable learning/knowledge objects in performance-centered design</div> <div> >Designing for human diversity in PCD</div> <div> >Organizational barriers to developing and implementing performance-centered systems</div> <div> >Techniques for determining the appropriateness of PCD for business- and human performance gaps in organizations</div> <div> >Reachability of hypermedia content in performance-centered systems</div> <div> >The use of visual displays in performance-centered systems</div> <div> >The roles of media types in PCD</div> <bR> <div> Authors to consider for resources:</div> <bR> <div> Alan Cooper</div> <div> Donald Norman</div> <div> Roger Shank</div> <div> Jakob Nielsen</div> <div> Brenda Laurel</div> <div> Gloria Gery</div> <div> Jonathan Grudin</div> <div> Larry Constantine</div> <div> Lucy Lockwood</div> <div> Geoffrey Moore</div> <div> Tom Landauer</div> <div> John Casti</div> <div> Edward Tufte</div> <div> Barry Raybould</div> <div> Stanley Malcolm</div> <div> Marc Rosenberg</div> <div> Ashok Banerji</div> <bR> <div> ...and, of course, check out the <A HREF="http://www.pcd-innovations.com/gary_dickelman.htm" TARGET="_top" TITLE="http://www.pcd-innovations.com/gary_dick"><U>Bibliography...</U></A></div> <bR> <div> <B>Overview of PCD</B><FONT SIZE="2" COLOR="#262626" FACE="Arial" >:</FONT></div> <bR> <div> (1)  The primary objective of PCD is to achieve <I>business performance through human performance;</I></div> <div> (2)  Technology focus (e.g., data centricity) in the absence of human factors will not meet the business imperative;</div> <div> (3)  On the other hand, human factors in the absence of  business focus will not meet the business imperative;</div> <div> (4)  Yes, PCD strives to create systems that are "user-friendly," but unless they satisfy specific business design criteria and meet measurable performance-centered business goals, they are not worth the bits and bytes that comprise them;</div> <div> (5)  Generally speaking, performance-centered systems exhibit a number of attributes (20-something, depending on who you talk to), including: </div> <div> <IMG BORDER="0" SRC="Symb075c00b700c826262600.png" HEIGHT="13" WIDTH="24" ALIGN="bottom" HSPACE="0" VSPACE="0">establishes &  maintains the work context;</div> <div> <IMG BORDER="0" SRC="Symb075c00b700c826262600.png" HEIGHT="13" WIDTH="24" ALIGN="bottom" HSPACE="0" VSPACE="0">aids in establishing the business goal;</div> <div> <IMG BORDER="0" SRC="Symb075c00b700c826262600.png" HEIGHT="13" WIDTH="24" ALIGN="bottom" HSPACE="0" VSPACE="0">structures the work process;</div> <div> <IMG BORDER="0" SRC="Symb075c00b700c826262600.png" HEIGHT="13" WIDTH="24" ALIGN="bottom" HSPACE="0" VSPACE="0">embeds knowledge, reference, etc.,</div> <div> <IMG BORDER="0" SRC="Symb075c00b700c826262600.png" HEIGHT="13" WIDTH="24" ALIGN="bottom" HSPACE="0" VSPACE="0">capitalizes on prior learning through artifacts, metaphors, etc.</div> <div> <IMG BORDER="0" SRC="Symb075c00b700c826262600.png" HEIGHT="13" WIDTH="24" ALIGN="bottom" HSPACE="0" VSPACE="0">provides alternate views of information;</div> <div> <IMG BORDER="0" SRC="Symb075c00b700c826262600.png" HEIGHT="13" WIDTH="24" ALIGN="bottom" HSPACE="0" VSPACE="0">shows evidence of work progress;</div> <div> <IMG BORDER="0" SRC="Symb075c00b700c826262600.png" HEIGHT="13" WIDTH="24" ALIGN="bottom" HSPACE="0" VSPACE="0">is process (workflow) focused;</div> <div> <IMG BORDER="0" SRC="Symb075c00b700c826262600.png" HEIGHT="13" WIDTH="24" ALIGN="bottom" HSPACE="0" VSPACE="0">is consistent in language, visual cues, and the like;</div> <div> <IMG BORDER="0" SRC="Symb075c00b700c826262600.png" HEIGHT="13" WIDTH="24" ALIGN="bottom" HSPACE="0" VSPACE="0">accommodates diversity; and more....</div> <bR> <div> BUT designing a performance-centered system does not mean making the system reflect as many such attributes as possible.  It means achieving business performance through human performance, PERIOD - which is a measurable outcome.</div> <bR> <div> If you have any questions, feel free to send an e-mail to <A HREF="mailto:gdickelman@pcd-innovations.com" TARGET="_top" TITLE="mailto:gdickelman@pcd-innovations.com"><U>gdickelman@pcd-innovations.com</U></A>.</div> </td> </tr></table></body>