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Thought this might be of interest. It concerns the need to tell folks
NOT to do something as the first step in the instructions. I was just
given two sets of instructions for our new phone system -- one being the
official manual from the company, and the other being a simplified cheat
sheet written by the trainer. The procedure for programming number into
the phone's memory is essentially the same un both places, except that
the cheat sheet has "Do NOT lift the handset" as the first step. The
author of the official manual apparently thought that was implicit the
omission of "Lift the handset," but the trainer told us that everybody
just automatically lift the handset -- and the procedure doesn't work.
I must confess, had I been writing the procedure, I'm not sure would
have thought to include "Do NOT lift the handset." Probably, that's
because, as an end-user, I'd automatically shy away from doing so, for
fear of accidentally calling the person whose number I was programming.
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