RE: Making them read the documentation

Subject: RE: Making them read the documentation
From: Steve Shepard <STEVES -at- YARDI -dot- com>
To: "TECHWR-L" <techwr-l -at- lists -dot- raycomm -dot- com>
Date: Wed, 25 Apr 2001 11:52:31 -0700

When I worked in support at Aldus/Adobe and I knew the info was in the
manual, I would do exact that. "You'll find that on page xxx," and then I
would precede to read it to them. Only if they had a question that wasn't
covered would I volunteer any additional information.

steve shepard

Luanne writes:

> 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.


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