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The article investigates the performance of helpdesks and helplines for determining user satisfaction based on the SERVQUAL survey. Three quality dimensions and link between the perceived helpline quality and appreciation of service is observed.

In this article we focus on professional readers who have to write recommendations in an online environment. We address the question whether taking notes on screen influences the reading process and the quality of the recommendations in terms of applicability, completeness, and persuasiveness. Seven participants each composed two pieces of advice on technical communication issues. They could use an electronic Notepad whenever they wished. Taking notes appeared to influence advice quality negatively, which may be caused by attention shifts from reading to taking notes on screen. Although we could not find a relationship between the contents of the notes and advice quality, we noted differences in note-taking approaches between the participants.

The users are able to perform their tasks better when the explanations about the working of a gadget is given, that is, whether system information proves to be useful if it is included along with the procedural information in instructions is reviewed. Studies show that when system information was included in the instructions, it increased the cognitive load while reading and decreased self-effectiveness, whereas instructional text with system information tended to be more difficult.

Many government services are underused because the paperwork is complex and was designed without the appropriate audience in mind. Moreover, most people do not adequately read instructions. Government form compilers make incorrect assumptions concerning the respondents' attitudes, ability and knowledge. Compilers expect that respondents will read the whole form and have a higher reading level than most possess, while assuming an unavailable background knowledge. Reductions in the forms' complexity are necessary, as well as changing the respondents' attitudes toward reading instructions.

Research indicates that diagrams appear to be more effective than other instruction methods including decision tables and lists. An experiment to evaluate the efficiency of five instruction formats, namely flowcharts, logical tree diagrams, decision tables, lists and yes/no trees is described. Decision tables are harder to follow accurately in comparison to the other formats.

BackgroundPrior studies have shown that many patients are interested in Internet-based technology that enables them to control their own care. As a result, innovative eHealth services are evolving rapidly, including self-assessment tools and secure patient-caregiver email communication. It is interesting to explore how these technologies can be used for supporting self-care. Objective The aim of this study was to determine user-centered criteria for successful application of Internet-based technology used in primary care for supporting self-care. Methods We conducted scenario-based tests combined with in-depth interviews among 14 caregivers and 14 patients/consumers to describe the use of various self-care applications and the accompanying user problems. We focused on the user-friendliness of the applications, the quality of care provided by the applications, and the implementation of the applications in practice. Results Problems with the user-friendliness of the self-care applications concerned inadequate navigation structures and search options and lack of feedback features. Patients want to retrieve health information with as little effort as possible; however, the navigation and search functionalities of the applications appeared incapable of handling patients’ health complaints efficiently. Among caregivers, the lack of feedback and documentation possibilities caused inconvenience. Caregivers wanted to know how patients acted on their advice, but the applications did not offer an adequate feedback feature. Quality of care problems were mainly related to insufficient tailoring of information to patients’ needs and to efficiency problems. Patients expected personalized advice to control their state of health, but the applications failed to deliver this. Language (semantics) also appeared as an obstacle to providing appropriate and useful self-care advice. Caregivers doubted the reliability of the computer-generated information and the efficiency and effectiveness of secure email consultation. Legal or ethical issues with respect to possible misuse of email consultation also caused concerns. Implementation problems were mainly experienced by caregivers due to unclear policy on email consultation and the lack of training for email consultations. Conclusions Patients’ and caregivers’ expectations did not correspond with their experiences of the use of the Internet-based applications for self-care. Patients thought that the applications would support them in solving their health problems. Caregivers were more reserved about the applications because of medico-legal concerns about misuse. However, the applications failed to support self-care because eHealth is more than just a technological intervention. The design of the applications should include a way of thinking about how to deliver health care with the aid of technology. The most powerful application for self-care was secure email consultation, combined with a suitable triage mechanism to empower patients’ self-awareness. Future research should focus on the effectiveness of such Web-based triage mechanisms for medical complaints and on the development of interactive features to enhance patients’ self-care.