Consumer satisfaction; Online data processing; Rhetoric; Technical writing; User interfaces (Computer systems)
This thesis investigates the role of affective design in online help systems. The thesis begins with a discussion of the current research related to online help systems and the rhetorical nature of technical communication. The thesis then provides a heuristic evaluation of two versions of procedural discourse for Microsoft Word 2000. Based on an analysis of the heuristic evaluation, five recommendations are given for improving the affective design of online help systems. The thesis concludes with a proposed usability test and consideration of a related area of study.
Master of Arts (M.A.)
College of Arts and Sciences
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Length of Campus-only Access
Masters Thesis (Open Access)
Arts and Sciences -- Dissertations, Academic; Dissertations, Academic -- Arts and Sciences
Stultz, Robert C., "It's All in the Rhetoric: Using Affective Design to Change Users' Perceptions of Online Help" (2003). Retrospective Theses and Dissertations. 1038.