RE: Making them read the documentation

["Holder, Luanne" <Luanne_Holder -at- syntelinc -dot- com>]

My suggestion for encouraging users to read the documentation is to instruct
Support to always refer the user to the manual when they answer a question.
For example, instead of Support just saying, "Navigate to the Setup screen
and enter the widget ID in...." Support could say, "You will find the
procedure described in the Setup chapter in the manual. Turn to page 53 and
find the section on widget IDs....." If Support introduces them to the
manual (which means they'll have to find it and dust it off) then they might
be more inclined to look up a problem the next time before calling support.

Hope this helps.

LuAnne 

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