University computing advisory services: The study of the man—computer interface

University research workers need to use the computer as a tool. They are not computer professionals and it is not possible for them to effectively exploit computer facilities without advice and guidance. We argue that amongst the various sources of information available in a University, the official Advisory Service of a Computer Centre plays a crucial role in assisting users. Moreover, its relation to other sources of information makes it a valuable ground for studying the general problems of guiding non‐professional computer users. Two groups of variables are isolated: those concerned with user expertise and those concerned with the quality of software. A gross measure of expertise is suggested and shown to generate behavioural questions which will need to be addressed by any theory of computing skill that is broad enough to apply to the design of computer guidance systems. An analysis is made of user queries and suggestions made for the improvement of applications software. A research programme is outlined.