Interface design issues for advice-giving expert systems
Communications of the ACM
Inferring domain plans in question-answering
Inferring domain plans in question-answering
Advising roles of a computer consultant
CHI '86 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Learning by doing with simulated intelligent help
Communications of the ACM
Justified advice: a semi-naturalistic study of advisory strategies
CHI '88 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
CHI '89 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
DETENTE: practical support for practical action
CHI '91 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
CHI '92 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Intelligent help in a one-shot dialog: a protocol study
CHI '87 Proceedings of the SIGCHI/GI Conference on Human Factors in Computing Systems and Graphics Interface
Information sought and information provided: an empirical study of user/expert dialogues
CHI '85 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Learning to use word processors: problems and prospects
ACM Transactions on Information Systems (TOIS)
Composing letters with a simulated listening typewriter
Communications of the ACM
IDEA: FROM ADVISING TO COLLABORATION
ACM SIGCHI Bulletin
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To guide the design of advice-offering user-assistance software, "Wizard of Oz" techniques were used to observe the interaction between users of a graphical statistical package and a human playing the role of a simulated intelligent advisory system. The results emphasize the complexities of advisory processes. Video data for 34 cases of advice seeking, giving, and following were analyzed in detail. The evidence indicates that clients followed prescriptive advice effectively and efficiently in slightly more than half the cases. For other cases, clients performed twice as many actions as needed in three times as much time and never reached prescribed states. A hypothesis that observed advice-following difficulties were correlated with advice abstractness was not supported. Rather, it seems advice did not match well with client's knowledge of the system. Impacts on advisory system design are discussed.