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6.1 Introduction 137

___ e-mail ___ spreadsheet programs (e.g., Excel)
___ chat and instant ___ graphic design
messaging
___ web browsing ___ programming tools
___ other Internet use ___ database programs
___ word processing ___ presentation software
(e.g., PowerPoint)
___ file browsers ___ other __________________

4. Please write a brief description of the experience:
_______________________________________________________________________
5. How did you solve this problem?
____ I knew how to solve it because it has happened before
____ I figured out a way to fix it myself without help
____ I asked someone for help. Number of people asked ___
____ I consulted online help or the system/application tutorial
____ I consulted a manual or book
____ I rebooted
____ I ignored the problem or found an alternative solution
____ I was unable to solve it
____ I tried again
____ I restarted the program
6. Please provide a short step-by-step description of the process you used to
resolve this incident.
_______________________________________________________________________
7. How often does this problem happen? ___ more than once a day ___
one time a day ___ several times a week ___ once a week ___ several
times a month ___ once a month ___ several times a year ___ first time it
happened
8. On a scale of 1 (not very frustrating) to 9 (very frustrating), how
frustrating was this problem for you?
Not very frustrating 1 2 3 4 5 6 7 8 9 Very frustrating
9. Of the following, did you feel: ___ Angry at the computer ___ angry at
yourself ___ helpless/resigned ___ determined to fix it ___ other
10. How many minutes did it take you to solve this problem?
_____________________________
11. Other than the amount of time it took you to solve the problem, how many
minutes did you lose because of this problem? (If this has happened before,
please account only for the current time lost).____________
Please explain: