Document (#27676)

Author

Dabbadie, M.
Mustafa El Hadi, W.
Fraysse, F.

Title

Coaching applications: a new concept for usage testing an information systems : Testing usage an a corporate information system with K-Now

Source

Knowledge organization and the global information society: Proceedings of the 8th International ISKO Conference 13-16 July 2004, London, UK. Ed.: I.C. McIlwaine

Imprint

Würzburg : Ergon Verlag

Year

2004

Pages

S.331-336

Series

Advances in knowledge organization; vol.9

Abstract

This article is a synthesis of an evaluation procedure that was carried out to test usage and the possibly benefits of the generalized acquisition of an Electronic Coaching application by orte of France's major telecom operators. K-Now is a coaching application that observes the human/machine interface in order to work out the usage made of the existing applications in a given environment. This application relies an the system's graphical interface (browser, virtual machine, operating system) and requires no intrusion into the observed applications. It saves screen after screen in order to measure Information System usage along with user's level of appropriation of the system and requires no specific interface with the observed system. It has a statistical diagnosis interface that produces trend graphics that give an overview of a system's use, extended to a company's information system and intranet. After a previous observation period of the Information System (IS) usage, the Electronic Coaching application sends "just in time" messages to users when a possibly problematic usage case is detected an a given workstation. The evaluation carried out with K-Now an the Telecom Operator inhouse information system showed an the orte hand that appropriation time can be measured and anticipated independently from the system used and that the coaching application statistical module gives enough figures to measure precisely the basic appropriation time and the appropriation time through experience. On the other hand it appeared that this coaching experience an the Operator's information system, by increasing Agents' individual performance and autonomy considerably reduced support costs for the company subject to test and if generalized could even impact upon the Operator's turnover.

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