Communication of Complex Information: User Goals and Information Needs for Dynamic Web Information.

Communication of Complex Information: User Goals and Information Needs for Dynamic Web Information

Michael J. Albers. 2004. Mahwah, NJ: Lawrence Erlbaum Associates. [ISBN 0-8058-4993-9. 263 pages, including indexes. $32.50 USD (softcover).]

Many technical communicators face information delivery problems that are far too complex to be addressed by an online help system or a FAQ page. However, they often don't know where to begin when the communication situation calls for a sophisticated solution to a complex problem. In response to the need for a book that gives writers the conceptual tools they need, Michael J. Albers' Communication of complex information: User goals and information needs for dynamic Web information lays out the issues involved in delivering a complex set of information to users through the Internet.

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The book presents these issues in a systematic way that first breaks down then rebuilds the concept of complex information delivery so that you can understand each particular problem you will face when trying to communicate with users. Although I would still describe Albers approach as practical, he specifically notes that his book concerns itself with "ideas and concepts that must be considered when designing a system for presenting information in complex situations; however, it does not try to explicitly define the methods required to accomplish the analysis" (xiv). Anyone looking for a how-to book might initially be put off by this approach, but Albers' book delivers more than any how-to book could. If you make an effort to internalize Albers' ideas and concepts, you will have a comprehensive and flexible understanding of the issues that will allow you to apply his approach in many different situations.

Albers chooses to approach the problem by addressing each component of complex information communication separately. The book begins with a discussion of complex problems that require complex information solutions. The next several chapters individually treat users' goals, information needs, people, and the system. After building up the framework, Albers describes a complete process for addressing complex situations. Using the information from previous chapters, his process describes a step-by-step model that walks you through a procedure that allows you to construct a solution to any complex problem. Each chapter concludes with a "long example" that allows Albers to specifically ground the discussion in that chapter.