Probably the greatest problem in the provision of support for computer users is the changing level of user experience. Twenty years ago, we gave users a reference manual and they had to work things out for themselves. This approach is now obsolete. Users, rightly, do not wish to waste time learning about computers; they want to get on with the job. How can they be supported?

This book provides practical answers, though the title may mislead many. It is about the creation of application programs that guide users through a commercial or industrial activity, prompting them to carry out correct operations in the right sequence. Job training as a separate entity has disappeared; training is on-the-job, mediated through the screen.

Ten real examples of applications are provided, ranging from Amdahl’s field engineering support system to supporting sales of components for build-it-yourself garages. (You specify design parameters to the salesperson and your design appears on the screen with full price information and parts lists.)

Creating such a support package for a given task will involve a much deeper study of how users behave than ever before. The book explores this problem right up to a solution with missionary zeal and full details of systems development methods. All applications and systems programs ought to perform this way in the future. The book is required reading for everyone in systems analysis and programming.