An Evaluation of Written,Graphics,and Voice Messages in Proceduralized Instructions

Abstract

This study evaluated written messages, graphics, combined text and graphics, and digitized voice messages as a means of communicating proceduralized instructions to a broad range of users. The value of using voice messages as a means of supplementing visually presented information was also tested. The task consisted of making a cash withdrawal from an automated teller machine (ATM) with the aid of guidance and error messages. Results indicated that graphics was inferior to text, combined text and graphics, or voice as the primary means of communicating instructions. Voice, when used to supplement the visually presented error messages, did not provide any performance advantage over visually presented information alone. The voice messages were not liked by the subjects, especially for use in a public application. The results suggest that graphics messages should not be used as the sole means of communicating proceduralized instructions. Text and combined text and graphics were found to be acceptable modes of communicating instructions. Voice may also be appropriate, provided that user privacy can be maintained.

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