Leveraging Usage History to Support Enterprise System Users

Tamara Babaian, Wendy Lucas

Abstract

Users of Enterprise Information Systems face considerable challenges in relating the generic, all encompassing system interfaces to the vocabulary and business practices of their organizations. The help functionality is often too general to be of much use, and employees typically prefer to ask a colleague or a help-desk consultant for directions on how to proceed rather than turn to a user manual. A more direct, less resource-intensive approach than person-to-person assistance is to have the system itself provide the guidance the user is seeking in how to navigate and use its interface. We have implemented a playback interface that aids users of our Enterprise Resource Planning prototype in learning to perform an individual task or a multi-task business process. Our algorithm creates dynamic visualizations of previously occurring system-user interactions for demonstrating the system interface. The demonstrations are constructed in real time based on usage log data aggregated from multiple, pertinent user sessions. We discuss the challenges of identifying and aggregating relevant usage log records for task demonstrations and highlight the components of our data model designed to overcome these challenges. The playback interface offers a natural, low-cost alternative that is more flexible than pre-recorded tutorials, as the user can select a tutorial from a variety of options. In addition, it has the advantage of representing the actual business practices within the organization, which may differ from those prescribed by the system.

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Paper Citation


in Harvard Style

Babaian T. and Lucas W. (2012). Leveraging Usage History to Support Enterprise System Users . In Proceedings of the 14th International Conference on Enterprise Information Systems - Volume 3: ICEIS, ISBN 978-989-8565-12-9, pages 35-44. DOI: 10.5220/0004001100350044


in Bibtex Style

@conference{iceis12,
author={Tamara Babaian and Wendy Lucas},
title={Leveraging Usage History to Support Enterprise System Users},
booktitle={Proceedings of the 14th International Conference on Enterprise Information Systems - Volume 3: ICEIS,},
year={2012},
pages={35-44},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0004001100350044},
isbn={978-989-8565-12-9},
}


in EndNote Style

TY - CONF
JO - Proceedings of the 14th International Conference on Enterprise Information Systems - Volume 3: ICEIS,
TI - Leveraging Usage History to Support Enterprise System Users
SN - 978-989-8565-12-9
AU - Babaian T.
AU - Lucas W.
PY - 2012
SP - 35
EP - 44
DO - 10.5220/0004001100350044