An empirical methodology for writing user-friendly natural language computer applications

ABSTRACT

A six-step, iterative, empirical, human factors design methodology was used to develop CAL,a natural language computer application to help computer-naive business professionals manage their personal calendars. Language is processed by a simple, non-parsing algorithm having limited storage requirements and a quick response time. CAL allows unconstrained English inputs from users with no training (except for a 5 minute introduction to the keyboard and display) and no manual (except for a two-page overview of the system). In a controlled test of performance, CAL correctly responded to between 86% and 97% of the inputs it received, according to various criteria. This research demonstrates that the methodological tools of the engineering psychologist can help build user-friendly software that accommodates the unruly language of computer-naive, first-time users by eliciting the cooperation of such users as partners in an iterative, empirical development process. The principal purpose of the research reported here was to design and test a systematic, empirical methodology for developing natural language computer applications. This paper describes that methodology and its successful use in the development of a natural language computer application: CAL,Calendar Access Language. The limited context or domain in which the application operates is the management of a personal calendar, or appointment book, data base by computer-naive business professionals.

REFERENCES

• 1: Kelley, J.F. & Chapanis, A. How professional persons keep their calendars: Implications for computerization. Journal of Occupational Psychology, 1982, 55, 241-256.
• 2: Kelley, J.F. Natural Language and computers: Six empirical steps for writing an easy-to-use computer application. Unpublished doctoral dissertation, The Johns Hopkins University, 1983a. (Can be obtained from University Microfilms International; 300 North Zeeb Road; Ann Arbor, Michigan 48106.)
• 3: Kelley, J.F. CAL—Calendar Access Language: An APL Program for processing natural language. (IBM Research Report in press), 1983b.
• 4: Terry Winograd, Understanding Natural Language, Academic Press, Inc., Orlando, FL, 1972
• 5: Woods, W.A. The LUNAR sciences natural language information processing system: Final report. Cambridge: Bolt, Beranek & Newman, Inc., 1972.

INDEX TERMS

Primary Classification:
  I. Computing Methodologies
  I.2 ARTIFICIAL INTELLIGENCE
      I.2.1 Applications and Expert Systems

          Nouns: CAL

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

  I. Computing Methodologies
  I.2 ARTIFICIAL INTELLIGENCE
      I.2.1 Applications and Expert Systems
          Subjects: Natural language interfaces

General Terms:
Human Factors, Performance