On the re-organisation of form-filling behaviour in an electronic medium

This paper explores the potential f or computerising written transactions between individuals and organisations. It reports a study of electronic form-filling on a computer system called the Forms Helper, which replicates a study of paper form-filling by Frohlich (1986). Data from observational notes, verbal protocols, completed forms and (additionally) interaction logs are combined in an analysis of the reading and routing activities of subjects on the Forms Helper. A modification of Frohlich’s (1986) paper form-filling principles is suggested as a basis for understanding the observed organisation of electronic form-filling behaviour. The implications of the findings for electronic from design are discussed.