论文标题
分析自动化用户援助系统的影响：系统评价
Analyzing the Impact of Automated User Assistance Systems: A Systematic Review
论文作者
论文摘要
上下文：用户帮助通常被定义为对软件系统用户的指导帮助，以帮助完成任务并增强用户体验。自动化的用户帮助系统配备了在线帮助系统，该系统以电子格式为用户提供信息，并且可以在应用程序中直接打开。文献中提出了各种不同的自动用户援助方法。但是，没有尝试系统地审查和报告自动化用户援助系统的影响。目的：该系统评价的总体目标是确定自动化用户援助系统中的最新技术，并描述报告的自动用户帮助证据。方法：自2002年以来使用已发表的文献进行的多相研究选择过程进行系统文献综述。结果：我们审查了575篇使用精心计划的审查协议发现的论文，其中31篇是与我们的研究问题相关的主要研究。结论：我们的研究表明，用户援助系统可以为用户提供重要的好处，但是在该领域需要进行更多的研究。
Context: User assistance is generally defined as the guided assistance to a user of a software system in order to help accomplish tasks and enhance user experience. Automated user assistance systems are equipped with online help system that provides information to the user in an electronic format and which can be opened directly in the application. Various different automated user assistance approaches have been proposed in the literature. However, there has been no attempt to systematically review and report the impact of automated user assistance systems. Objective: The overall objective of this systematic review is to identify the state of art in automated user assistance systems, and describe the reported evidence for automated user assistance. Method: A systematic literature review is conducted by a multiphase study selection process using the published literature since 2002. Results: We reviewed 575 papers that are discovered using a well-planned review protocol, and 31 of them were assessed as primary studies related to our research questions. Conclusions: Our study shows that user assistance systems can provide important benefits for the user but still more research is required in this domain.
