Second Language User Support

Computer users rarely experience entirely trouble-free interaction. The natural variety of individuals ensures that no software systems yield constantly fluent interaction for all users. In consequence, software designers often strive to ameliorate this situation by building 'user support' into their systems. User support can take different forms but, conventionally, each aims to assist the needy end-user by means of facilities directly supporting the performance of certain operations, or through supply of information that advises the user on available system functionality. The present paper briefly characterises a range of user support facilities before describing one requirement in greater detail. This aspect considers the needs of users whose mothertongue is not English, but who are obliged to use English-based information systems. In this context, 'helping the user' must reasonably extend beyond mere advice on system operation to selective elucidation of information content. We regard this move as a logical extension of the user support concept, by seeking to address specific interaction needs in a target user population. An example of this approach is described through an information system, in the domain of civil engineering, for native Chinese speakers of English.