It’s very hard to tell how much user documentation matters to people. One completely un-scientific way is by looking at the messages on Twitter, on any given day, that make mention of it. Below are some of the messages posted on Wednesday 4th March 2009 that mention documentation. We’ve omitted those messages that relate to… Read more »
Category: user assistance
Why bother with user documentation in recessionary times?
Although many organisations see user assistance as a “good thing”, it’s not immune to the belt tightening that many organisations face in times of difficulty. Business expert Mike Southon recommends that in recessionary times, organisations should focus on getting sales from existing customers – so customer retention becomes ever more important. There’s a virtuous circle… Read more »
The paradox of the guided user: assistance can be counter-effective
Christof van Nimwegen’s PhD dissertation, “The paradox of the guided user: assistance can be counter-effective“, concerns how software affects brain processes. According to news reports (I’ve not read it yet), he claims a great deal of software turns us into passive beings, subjected to the whims of computers, randomly clicking on icons and menu options…. Read more »
How can we make online Help as natural as breathing?
One of the themes of every Help related conference is that some users are reluctant to use Help. Help, as a word, implies failure and, it is said, Microsoft spent a lot of time trying unsuccessfully to come up with a better word to use. Recently, I was pointed towards a presentation by Professor Dan… Read more »