ETSI EG 202 417 V1.1.2 (2006-12) ETSI Guide Human Factors (HF); User education guidelines for mobile terminals and services 2 ETSI EG 202 417 V1.1.2 (2006-12) Reference DEG/HF-00070 Keywords HF, interface, MMI, mobile, service, user ETSI 650 Route des Lucioles F-06921 Sophia Antipolis Cedex - FRANCE Tel.: +33 4 92 94 42 00 Fax: +33 4 93 65 47 16 Siret N° 348 623 562 00017 - NAF 742 C Association à but non lucratif enregistrée à la Sous-Préfecture de Grasse (06) N° 7803/88 Important notice Individual copies of the present document can be downloaded from: http://www.etsi.org The present document may be made available in more than one electronic version or in print. In any case of existing or perceived difference in contents between such versions, the reference version is the Portable Document Format (PDF). In case of dispute, the reference shall be the printing on ETSI printers of the PDF version kept on a specific network drive within ETSI Secretariat. 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ETSI 3 ETSI EG 202 417 V1.1.2 (2006-12) Contents Intellectual Property Rights................................................................................................................................5 Foreword.............................................................................................................................................................5 Introduction ........................................................................................................................................................5 1 Scope ........................................................................................................................................................7 2 References ................................................................................................................................................7 3 Definitions and abbreviations...................................................................................................................9 3.1 Definitions..........................................................................................................................................................9 3.2 Abbreviations ...................................................................................................................................................10 4 The role of user education for mobile terminals and services................................................................11 4.1 The increasing importance of user education ...................................................................................................11 4.2 User education during the product life cycle....................................................................................................14 4.3 Choice of media ...............................................................................................................................................16 4.4 Legal and safety considerations........................................................................................................................18 4.5 Cost-benefit trade-offs and current industry practices......................................................................................18 5 Generic guidelines for user education ....................................................................................................19 5.1 General .............................................................................................................................................................19 5.2 Development process .......................................................................................................................................19 5.3 Content, structure and evaluation.....................................................................................................................20 5.3.1 Content........................................................................................................................................................20 5.3.2 Content Management Systems (CMS)........................................................................................................21 5.3.3 Structure......................................................................................................................................................23 5.3.4 Evaluation...................................................................................................................................................24 5.4 Language and terminology...............................................................................................................................24 5.4.1 Language ....................................................................................................................................................24 5.4.2 Terminology ...............................................................................................................................................27 5.5 Illustrations.......................................................................................................................................................28 5.6 Localization, translation management and validation ......................................................................................30 5.6.1 Localization ................................................................................................................................................30 5.6.2 Translation management.............................................................................................................................31 5.6.3 Translation management with optimized source texts and work flows ......................................................32 5.6.4 Translation validation .................................................................................................................................33 5.7 Customization...................................................................................................................................................33 6 Specific guidelines for paper-based user guides ....................................................................................34 6.1 General .............................................................................................................................................................34 6.1.1 The printing process....................................................................................................................................35 6.1.2 Format and layout .......................................................................................................................................35 6.2 Formal structure ...............................................................................................................................................37 6.3 Logical structure and consistency.....................................................................................................................39 6.4 Multiple user guidance .....................................................................................................................................40 6.5 Legal and regulatory requirements (on safety and security).............................................................................40 7 Specific guidelines for terminal-based user guides................................................................................41 7.1 General .............................................................................................................................................................41 7.2 Applications for providing help........................................................................................................................41 7.2.1 Help texts....................................................................................................................................................41 7.2.2 Demonstrations...........................................................................................................................................42 7.2.3 Interactive tutorials and avatars ..................................................................................................................42 8 Specific guidelines for PC screen-based user guides .............................................................................43 8.1 General .............................................................................................................................................................43 8.2 Advantages and disadvantages of