Conclusions and References

Attaining the benefits of universal access to web-based and other information, communications, entertainment, and government services will require a more intense commitment to lowering costs, coupled with human-computer interaction research and usability engineering. A starting point for research would be a program that addressed at least these universal usability challenges:

• Technology variety: Supporting a broad range of hardware, software, and network access
• User diversity: Accommodating users with different skills, knowledge, age, gender, disabilities, disabling conditions (mobility, sunlight, noise), literacy, culture, income, etc.
• Gaps in user knowledge: Bridging the gap between what users know and what they need to know

Research could pave the way for broad citizen participation in quality online services and novel social, economic, and political programs. America OnLine claims that "It's so easy to use. That's why we are number one." They recognize the centrality of usability, and have done well to make their services usable by many. Their success is admirable in reaching a fraction of the potential audience, but much work remains to achieve the goal of universal usability.

References

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