Human factors challenges in creating a principal support office system—the speech filing system approach

摘要: This paper identifies the key behavioral challenges in designing a principal-support office system and our approaches to them. These included which principals would find useful directly use themselves. Ultimately, system, called Speech Filing System (SFS), became primarily voice store forward message with users compose, edit, send, receive audio messages, using telephones as terminals. Our analyses of principals' needs irritations, controlled laboratory experiments, several years training, observing, interviewing hundreds actual SFS users, demonstrating thousands potential receiving feedback, empirical studies alternative methods training documentation, continual major modifications user interface, simulations interfaces, usage analyses. The results indicate that is now relatively easy learn, solves real business problems, leads satisfaction.