Modeling Users and Their Use of Technical Manuals

Publisher Summary This chapter presents a technology for improving manuals by modeling. Research conducted by Schurman represents a systematic effort to develop a methodology for obtaining baseline data on mechanics' use of information sources and quality of performance under natural work-site conditions. Manuals available in the work sites during this research were traditional maintenance manuals that were scheduled to be replaced by newly designed job guide manuals. Thus, the baseline data were intended to provide a standard for evaluating use and effectiveness of new manuals or other media. Results from this research emphasize the continuous interaction between the mechanic and the equipment. Increased task-specific experience, as opposed to time on the job, is the most potent factor affecting the probability that mechanics will consult a manual or person for information during task performance. The mechanic learns a way (right or wrong) of performing these tasks by reading the equipment. With repeated performance of the same task, the probability of mechanics seeking information from manuals or people rapidly decreases.