Table 1
Diane Nahl Home Page
Level Function Category Users' Affective Writer's Instructional
Behaviors Speech Acts
a b c Feeling enthusiasm vs. Affirming final outcome
3 REASSURING d e displeasure Feeling as successful
(to overcome empowered vs. helpless Reinforcing user's
resistance and Showing acceptance vs. perceived self-efficacy
encourage resistance Having hope Affirming principle that
acceptance) vs. dread Satisfied users are never at fault
vs. dissatisfied Mitigating appearance
of loss Pointing out
value of a result
2 ADVISING a b c Feeling trust vs. fear Rank ordering options or
(to counteract d of failure strategies Sharing
anxiety and Experiencing fun vs. convenient tips &
build positive tedium Feeling information Giving
attitudes) confident vs. anxious feedback (what will
Experiencing clarity happen if...)
vs. confusion Identifying something on
a diagram or giving an
example
a b c Being patient vs. Telling how long it
1 ORIENTING (to d e f impatient Feeling takes (secs. or mins.)
reduce anger g h anticipation vs. Identifying common
and maintain frustration Being errors Telling which
reality check) cautious vs. angry are non- reversible
Having realistic expec- actions Telling what is
tations vs. being excluded when there is
disappointed Feeling doubt Calling
guided vs. lost Being attention to groupings
thankful vs. or sets Showing concern
complaining Being for technical difficulty
realistic vs. Telling what is
disappointed Feeling reasonable to expect
being taken care of vs. Telling where something
being on one's own needed can be found such
as sub-titles