Behavioral issues in the use of interactive systems

This paper identifies behavioral issues related to the use of interactive computers primarily by persons who are not computer professionals, so-called `general users'. This is not an exhaustive literature survey but instead provides: (1) a structure for discussing issues of interactive computing, and (2) the authors' best estimate of important behavioral problems, with suggestions for solutions. The discussion is limited in this paper to general issues which do not take into account the user's particular task. The two major topics are System Characteristics (performance, facilities and on-line information), and Interface Characteristics (dialogue style, displays and graphics, other input/output media).