20
EXPLOIT TECHNICAL INNOVATION
Yes/No Questions Are Your Friends
ŸYes/No questions can be made very conversational
–Do not
say
»if this is
correct, say ‘yes’ now
»If you
said ‘track a package’ say ‘yes’ otherwise say ‘no’
•Ballentine
& Morgan (2001)
–Use
»Is this
correct?
»Did you say
‘track a package’?
–Direct user
with more information on re-prompting:
»… Please say
‘yes’ or ‘no’
ŸMany dialogs can be yes/no questions instead of
menus
–Must trade off
the efficiency vs. “twenty questions” effect
–If one option
is extremely frequent – consider first prompting that one option with yes/no –
then following with menu