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Valid models are central for credible simulation studies. If those models do not exist, they need to be developed. In fact, entire simulation studies are often aimed at developing valid models. Thereby, successive model refinement and execution of diverse simulation experiments are closely intertwined. Whereas software-based support for individual simulation experiments exists, the intricate interdependencies and the diversity of tasks that govern simulation studies have prevented a more comprehensive support. To achieve the required flexibility while adhering to the constraints that apply between individual tasks, we adopt a declarative, artifact-based workflow approach. Therefore, central products of these simulation studies are identified and specified as artifacts: the conceptual model (with a focus on formally defined requirements), the simulation model, and the experiment. Each artifact is characterized by stages the artifact moves through to reach certain milestones and which are guarded by conditions. Thereby, the relations and constraints between artifacts become explicit. This is instrumental to check and ensure the consistency between conceptual model and simulation model, to automatically execute simulation experiments to probe the specified requirements, and to develop plans to provide goal-directed guidance to the user. We demonstrate the approach by using it to repeat an existing simulation study. [ABSTRACT FROM AUTHOR]

Background:Online user networks are important points of contact for users who seek help from their peers rather than documentation.Literature review:The appeal of online user networks coincides with and seems connected to growing user interest in topicalized and tailored content, the production of which is inconsistent with the “craftsman” model of technical communication. Studies of online user networks indicate that community members may be practicing a different kind of technical communication.Research questions:This study examines an online user network for an open-source software product and asks how we can study online user networks, with the aim of identifying important people, practices, and relationships associated with the kind of technical communication practiced in those settings.Research methodology:Social network analysis is used to visualize the structural properties of an online user network, in order to identify central figures and their relationships to others. Verbal data-analysis techniques are used to find themes in their contributions.Results/discussion:People who are central to the structure of online interaction are important figures in the distribution of the technical communication effort. They engage users in reciprocal exchanges of information and they influence user practices. They are also important as brokers who link users and developers. Broadly, their conversational exchanges are a kind of distributed technical communication.Implications for practice:We learn what the practice of technical communication looks like in an online user network. By observing the work of participants, technical communicators can understand what it means to do technical communication and make user networks a more integral part of a broader documentation strategy. We see promising ways in which technical experts (e.g., software developers) can engage with users as well. [ABSTRACT FROM AUTHOR]

Visual analytics (VA) is typically applied in scenarios where complex data has to be analyzed. Unfortunately, there is a natural correlation between the complexity of the data and the complexity of the tools to study them. An adverse effect of complicated tools is that analytical goals are more difficult to reach. Therefore, it makes sense to consider methods that guide or assist users in the visual analysis process. Several such methods already exist in the literature, yet we are lacking a general model that facilitates in-depth reasoning about guidance. We establish such a model by extending van Wijk's model of visualization with the fundamental components of guidance. Guidance is defined as a process that gradually narrows the gap that hinders effective continuation of the data analysis. We describe diverse inputs based on which guidance can be generated and discuss different degrees of guidance and means to incorporate guidance into VA tools. We use existing guidance approaches from the literature to illustrate the various aspects of our model. As a conclusion, we identify research challenges and suggest directions for future studies. With our work we take a necessary step to pave the way to a systematic development of guidance techniques that effectively support users in the context of VA. [ABSTRACT FROM AUTHOR]

In addition to technical documentation, face-to-face helpdesks and telephonic helplines are a powerful means for supporting users of technical products and services. This study investigates the factors that determine user satisfaction with helpdesks and helplines. A survey, based on the SERVQUAL framework and questionnaire, shows that the SERVQUAL dimensions of customer satisfaction are not applicable in these contexts. Three quality dimensions were found instead: solution quality, the experience of the consultation, and, in the case of a physical environment, the so-called tangibles. Helpdesk customers base their overall quality perceptions mainly on their experiences during a consultation, while helpline customers focus strongly on the quality of the solution offered. The study also found a connection between the perceived helpline quality and the appreciation of the primary service. [ABSTRACT FROM AUTHOR]