A Preliminary Study of the Role of Language in Home Network Troubleshooting.

We present the results of a preliminary study into the usability of troubleshooting terminology around home computer networks. Forty-seven participants classified 29 terms, selected from interview transcripts and online help forums, in an open card sort. We analyzed words participants explicitly indicated as unfamiliar as well as words that participants misclassified. The study serves as a proof of concept for a broader study to determine whether certain technical terms and/or their colloquial counterparts are understandable by technical novices and intermediates. Our findings indicate that participants found technical and colloquial terms equally problematic. These findings have implications for the design of troubleshooting tools and systems as well as the design of technical support scripts and training.