title: The Persistence of Content Knowledge.
abstract: Research has shown that changes in the way a website works or how it is laid out affects how well people are able to use that website. This study examined how changes in the content and procedures of a website-like system affect the way people recover from not being able to find information in that system. Participants were placed in one of four learning conditions, differing by the content and procedures taught for a simple website-like system. They were then tasked with finding certain pages in that system or systems with different procedures, content, or both. The first test (System B Online Test) showed that participants who had to learn new content were less efficient at finding that content, while participants who had to learn new contentandprocedures were the only ones slowed down. The second test (System C Online Test) showed that participants who had experienced a previous change in content responded to the new change faster, whereas people who started with inconsistent procedures (as compared to consistent) made fewer errors towards the end.
authors.affiliation: Georgia Institute of Technology Atlanta, Georgia.
authors.forename: Ralph H
authors.initials: RH
authors.lastname: Cullen
authors.affiliation: Georgia Institute of Technology Atlanta, Georgia.
authors.forename: Marita A
authors.initials: MA
authors.lastname: O'Brien
authors.affiliation: Georgia Institute of Technology Atlanta, Georgia.
authors.forename: Wendy A
authors.initials: WA
authors.lastname: Rogers
authors.affiliation: Georgia Institute of Technology Atlanta, Georgia.
authors.forename: Arthur D
authors.initials: AD
authors.lastname: Fisk