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The
Effectiveness of Online Help Systems: Text Only, Animated Images Only,
and Integrated Interactive
Results
When the subjects were performing tasks, each task completion time
was recorded in seconds. The total time the subjects spent on PhotoFinder
and answering thirteen subjective questions were also recorded.
The recorded data is presented in the Raw
Data Table in the Appendices section.
The five tasks’ completion times were summed, recorded and named
Total Tasks Time or TTT. The relevant data and descriptive statistics
are presented in tabular and graphical forms below.
Tasks Completion Times
The total time is the time that the subjects spent on PhotoFinder
during the experiment. TTT is the sum of times that the subjects
spent on five tasks.
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Text, N = 10
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Total Time
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Task 1
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Task 2
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Task 3
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Task 4
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Task 5
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TTT
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Mean
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382.5
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38.4
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124.1
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68.4
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46.9
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61.8
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339.6
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Standard Deviation
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264.29
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37.06
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72.50
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66.58
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28.99
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53.14
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179.36
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Animated, N = 10
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Total Time
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Task 1
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Task 2
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Task 3
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Task 4
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Task 5
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TTT
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Mean
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257
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52.5
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96.3
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34.1
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34.6
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26.4
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243.9
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Standard Deviation
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92.63
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64.22
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60.29
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50.85
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21.59
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10.84
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104.84
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Integrated, N = 10
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Total Time
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Task 1
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Task 2
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Task 3
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Task 4
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Task 5
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TTT
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Mean
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262.8
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56.2
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81.7
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39.5
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33.6
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26.6
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237.6
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Standard Deviation
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100.23
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49.82
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54.48
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25.42
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23.78
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9.78
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94.40
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The chart below (Figure 1) shows the comparison
between the mean of each task completion time of the three groups
(Text only, Animated only, and Integrated interactive online help).

Figure 1
The chart below (Figure 2) shows that mean
TTT (Total Task Time) for the online help systems are: Text only
339.8 seconds; Animated only 243.9 seconds; and Integrated 237.6
seconds.

Figure 2
ANOVA, statistically analyzed data in tabular form below, shows
that the difference among the mean TTTs is not statistically significant
since F < F crit (F = 1.88 < F crit = 3.35), with significance
level α = 0.05. Hence the null hypothesis cannot be rejected.
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TTT, ANOVA:
Single Factor
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SUMMARY
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Groups
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Count
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Sum
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Average
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Variance
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Text TTT
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10
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3396
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339.6
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32169.82
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Animated
TTT
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10
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2439
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243.9
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10992.32
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Integrated
TTT
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10
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2376
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237.6
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8911.82
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ANOVA
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Source of Variation
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SS
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Df
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MS
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F
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P-value
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F crit
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Between
Groups
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65340.6
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2
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32670.3
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1.88
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0.17
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3.35
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Within
Groups
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468665.7
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27
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17358
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Total
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534006.3
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29
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To confirm ANOVA’s results, the t-test was also performed on three
pairs of treatments; Text only and Animated only, Animated only
and Integrated, and Text and Integrated online helps. Null hypothesis
(Ho) is rejected when p < alpha, but
Text only and Animated only online help: p one-tail = 0.07 >
alpha = 0.05
Animated only and Integrated interactive online help: p one-tail
= 0.32 > alpha = 0.05
Text only and Integrated interactive online help: p one-tail
= 0.13 > alpha = 0.05
Therefore, the null hypothesis cannot be rejected. (See Sheet1
worksheet in Statistical data in Appendices.)
Since Figure 1 shows that there may be some statistically significant
difference among each task performance time of the three treatments,
ANOVAs (single factor analysis of variances) were used to analyze
the performance times. The results are:
- Task 1, F = 0.33 < F crit = 3.35
- Task 2, F = 1.17 < F crit = 3.35
- Task 3, F = 1.33 < F crit = 3.35
- Task 4, F = 0.88 < F crit = 3.35
- Task 5, F = 4.10 > F crit = 3.35
The result of ANOVA (table below) on Task 5's performance time
shows statistically significant differences. It implies that the
null hypothesis can be rejected. Therefore, our hypothesis is accepted,
for Task 5 (Create a slide show of the photo's in the Buildings
collection.) Integrated Interactive online help has the best performance
time. On the other hand, ANOVAs on Task 1, 2, 3 and 4 show no statistically
significant differences. (See Sheet1
worksheet in Statistical data.)
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Task 5 ANOVA: Single Factor
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SUMMARY
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Groups
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Count
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Sum
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Average
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Variance
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Text Only
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10
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618
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61.80
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2823.51
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Animated Images Only
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10
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264
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26.40
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117.60
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Integrated Interactive
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10
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266
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26.60
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95.60
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ANOVA
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Source of Variation
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SS
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df
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MS
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F
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P-value
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F crit
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Between Groups
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8307.47
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2
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4153.73
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4.10
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0.03
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3.35
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Within Groups
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27330.40
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27
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1012.24
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Total
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35637.87
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29
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Subjective Questionnaires
Questions 1 to 4 are background questions. Only
questions 5 to13 used the scoring system of from 1 (least preferred)
to 9 (most preferred). Means and standard deviation are shown in
tabular forms below.
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Text, N= 10
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Q5
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Q6
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Q7
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Q8
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Q9
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Q10
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Q11
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Q12
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Q13
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Mean
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5.3
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5.3
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6
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5.8
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6.7
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6.8
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6.2
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7.1
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5.6
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Standard Deviation
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2.45
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2.8
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2.45
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2.55
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1.67
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2.01
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2.89
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1.79
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2.05
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Animated, N = 10
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Q5
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Q6
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Q7
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Q8
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Q9
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Q10
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Q11
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Q12
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Q13
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Mean
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7.3
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7.9
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7.4
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7.3
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7.3
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6.6
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6.1
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7.1
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6.9
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Standard Deviation
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1.8
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1.4
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1.65
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1.77
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1.34
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1.84
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1.56
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0.88
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1.79
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Integrated, N = 10
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Q5
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Q6
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Q7
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Q8
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Q9
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Q10
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Q11
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Q12
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Q13
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Mean
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6.7
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6.4
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6.4
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6.4
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6.8
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6.8
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7
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7
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6.5
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Standard Deviation
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1.6
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2.1
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1.96
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1.84
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1.87
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1.93
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1.41
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1.15
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1.72
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The chart below (Figure 3) shows the comparison
between the mean of each score given by the subjects of the three
treatment groups.

Figure 3
The chart below (Figure 4) shows mean total
subjective scores with a 95% confidence interval (+ and – from the
mean) for the online help systems are: Text only 58.4; Animated
only 63.9; and Integrated 60.

Figure 4
ANOVA, statistically analyzed data in tabular form below, shows
that the difference among the means is not statistically significant
since F < F crit (F = 0.88 < F crit = 3.35), with significant
level α = 0.05. Hence the null hypothesis cannot be rejected.
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Mean Total Subjective Scores, ANOVA: Single
Factor
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| SUMMARY |
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Groups
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Count
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Sum
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Average
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Variance
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Text total
score
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10
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548
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54.8
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379.29
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Animated
total score
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10
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639
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63.9
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128.99
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Integrated
total scores
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10
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600
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60
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188.89
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ANOVA
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Source of Variation
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SS
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df
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MS
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F
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P-value
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F crit
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Between
Groups
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416.87
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2
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208.43
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0.90
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0.42
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3.35
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Within
Groups
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6274.50
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27
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232.39
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Total
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6691.37
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29
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ANOVA shows no statistical significance
in any of the subjective questionnaire scores given by the three
groups of subjects. The 30 subjects included 16 males and 14 females.
They were distributed evenly among three treatments. About 57%
of the subjects (17 out of 30) considered themselves intermediate
in computer experience level, seven out of 30 considered themselves
as advanced computer experience level, four subjects were in the
beginner level, and three subjects did not answer the question.
Nineteen subjects had English as their first language, nine did
not, and two did not answer the question. There were also short-answer
questions, e.g., “What were the problems during the use of PhotoFinder?”
and a request for “Other comments and or suggestions.” These are
included under Subjective
Questionnaires in the Appendices.
Microsoft Excel 2000 was used to analyze
the raw data. The whole workbook is presented as Statistical
data in Appendices.
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