The Second Language Problem in User Support

Interaction between humans and computers is seldom perfect. Interactive software often includes aspects of user support to reduce the uncertainty and propensity to error experienced by many users. The present paper briefly reviews some of the common strategies for helping users and characterises the ‘second-language problem’ as a special case for support. Since most software packages are written for an English-speaking audience and presuppose reasonable proficiency in English comprehension non-native speakers of English face the daunting task of interacting via a second-language. One can reasonably expect greater confusion and interactive difficulties in this class of users. Software implementors have gone some way toward addressing this problem with occasional provision of font and native language support (localisation). Some of these attempts are outlined here. The paper concludes by advocating a strategy of selective native language support based upon reasonable expectations of troublespots in interaction.