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Journal of Information Science
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An experiment to assess the friendliness of error messages from interactive information retrieval systems

Andrew Buxton

School of Library, Archive & Information Studies, University College London, Gower Street, London WC1E 6BT, United Kingdom

Lesley Trenner

School of Library, Archive & Information Studies, University College London, Gower Street, London WC1E 6BT, United Kingdom

Error messages were provoked by making thirteen de liberate errors (if possible) on commercial information retrieval systems, online library catalogues, and information retrieval packages. These messages were examined for 'friendly' features —politeness, specificity, constructiveness, and helpfulness— and for 'unfriendly' features—the use of cryptic codes or vocabulary, or language which users might find threatening, domineering, or emotive. A mark was awarded for each friendly feature and deducted for each unfriendly feature. The new version of BLAISE-LINE and Dialog II came out with the best scores (+ 13 and + 11), followed by the Cambridge and York University Library catalogues (both + 10). The worst scores (- 30) were for ECHO and STATUS on Southampton Univer sity's computer. It is clear that systems are not as friendly as they could be. Programmers need to see error messages not just as the functional reporting of errors, but as a means of communicating with users to increase their efficiency.

Journal of Information Science, Vol. 13, No. 4, 197-209 (1987)
DOI: 10.1177/016555158701300403
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