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Peer reviewed Peer reviewed
Hahn, Karla – Internet Research, 1998
A qualitative study of a successful e-mail mediated help service which incorporated content analysis of service logs and interviews with staff and users revealed two models of ideal service exchanges: concise question/response dyads and extended dialog. Staff tend to consider dialog typical, while users almost exclusively consider the minimum…
Descriptors: Communication (Thought Transfer), Computer Mediated Communication, Computer Oriented Programs, Electronic Mail
Peer reviewed Peer reviewed
Abels, Eileen G.; White, Marilyn Domas; Hahn, Karla – Internet Research, 1997
Reports on the first phase of a project to identify and implement user-based design criteria in World Wide Web pages. Focus group interviews and questionnaires were used to identify the criteria that influence use of the Web and to analyze them within the context of the users' information-gathering behavior. (Author/LRW)
Descriptors: Design Requirements, Evaluation Criteria, Focus Groups, Information Seeking
Peer reviewed Peer reviewed
Abels, Eileen G.; White, Marilyn Domas; Hahn, Karla – Internet Research, 1998
Delineates a user-based design process for Web sites, comprised of four stages: information-gathering; development; test and evaluation; and implementation. Operationalizing definitions of design criteria and translating the criteria into Web page features are also addressed. (PEN)
Descriptors: Criteria, Design, Design Preferences, Information Seeking