Using contextual inquiry to learn about your audiences

ABSTRACT

This article discusses how technical communicators can use Contextual Inquiry (a field research method) to gather information about their audiences and their specific needs for online and hardcopy documentation. Inquiry is based on three principles: 1. Data gathering must take place in the context of the users' work. 2. The data-gatherer and the user form a partnership to explore issues together. 3. The inquiry is based on a focus; that is, the inquiry is based on a clearly defined set of concerns, rather than on a list of specific questions (as in a survey). This article includes a description of Contextual Inquiry as we have used it at Digital Equipment Corporation and examples from our experiences as technical communicators and usability engineers on various projects that have used this method.

REFERENCES

• 1: Darroch, V. and R. Silvers (Eds.), (1982). Interpretive Human Studies: An Introduction to Phenomenological Research. Washington, D.C: University Press of America.
• 2: Glaser, B. and A. Strauss, (1967). The Discovery of Grounded Theory: Strategies for Qualitative Research , Chicago: Aldine.
• 3: M. Good, Seven experiences with contextual field research, ACM SIGCHI Bulletin, v.20 n.4, p.25-32, April 1989 [doi>10.1145/67243.67246]
• 4: Holtzblatt, Karen, and Sandra Jones, (1993). "Contextual Inquiry: A Participatory Technique for System Design." In Participatory Design: Principles and Practices. Douglas Schuler and Aki Namioka (Eds.). Hillsdale, New Jersey: Lawrence Erlbaum. pp. 177- 210.
• 5: Paul K. Huntwork , Douglas W. Muzzey , Christine M. Pietras , Dennis R. Wixon, Changing the rules: a pragmatic approach to product development, Digital Technical Journal, v.5 n.4, p.18-35, Fall 1993

INDEX TERMS

Primary Classification:
  D. Software
  D.2 SOFTWARE ENGINEERING
      D.2.7 Distribution, Maintenance, and Enhancement
          Subjects: Documentation

Additional Classification:
  H. Information Systems
  H.1 MODELS AND PRINCIPLES
      H.1.2 User/Machine Systems

General Terms:
Documentation, Human Factors