Knowledge organization for command languages
Barry D. Floyd, Marilyn M. Mantei · Journal of the Association for Information Systems · 1984
With the rising cost of the'human resource and the increasing use of on-line information systems in the business environment a serious concern over user productivity in the use of interactive systems has arisen.This concern is well-founded.Reports indicate that improving the productivity of computer systems users can have a major impact on costs.For example, Shneiderman (1982) reports on a Quality Inn study which indicates that for each second deducted from the average 150 seconds taken to make a room reservation, $40,000 peryear is saved.Olson (1983) reports that for AT&T, each one second reduction in the average of 30 seconds spent per telephone operator transaction (e.g., requests for a telephone number), translates into a savings of $20,000,000 per year.In each of these two examples the operators must interact with on-line computer systems to perform their tasks