RE: user expecttations - web-based help

Subject: RE: user expecttations - web-based help
From: "McLauchlan, Kevin" <Kevin -dot- McLauchlan -at- safenet-inc -dot- com>
To: Peter Neilson <neilson -at- windstream -dot- net>, "techwr-l -at- lists -dot- techwr-l -dot- com" <techwr-l -at- lists -dot- techwr-l -dot- com>
Date: Tue, 8 Jul 2014 11:56:24 -0400

All good points, to be sure, but the greatest value of reading your post was that I've acquired a new word for my everyday vocabulary.

"Unblundered".
Excellent!

I shall exercise it at every opportunity..... of which I am constantly creating more, it seems.



-----Original Message-----
From: eter Neilson
Sent: July-07-14 3:10 PM
To: techwr-l -at- lists -dot- techwr-l -dot- com
Subject: Re: user expecttations - web-based help

On Mon, 07 Jul 2014 14:38:46 -0400, McLauchlan, Kevin <Kevin -dot- McLauchlan -at- safenet-inc -dot- com> wrote:

> Hoo-boy! Regarding videos in technical documentation, as a user I get
> angry: [list of excessively valid anger points]

Kevin, you left out some...

- When the video tries to show you "code" but is impossible to follow. "As you can see over here, or as you could see if the resolution were better."

- Similarly when the narrator moves a cursor about rapidly. "So we just click over here, and then in this corner we click on the yellow button. I think it's going to be an orange button in the production version."

Printed docs can have "errata" sheets. On-line docs can be unblundered simply by rewriting the text and coding a bit of HTML or making a new PDF.
Fixing a bad video is probably next to impossible, and requires much more effort on the part of the customer to create a complaint. For text, I can send an e-mail: "The word 'not' is spelled 'now' in the sentence about the consequences of pressing the red button in the second paragraph on page 35." For a video I have to view it three times and take notes just to pin down some possible error. Will I bother?


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References:
user expecttations - web-based help: From: Erika Yanovich
Re: user expecttations - web-based help: From: Keith Hood
RE: user expecttations - web-based help: From: McLauchlan, Kevin
RE: user expecttations - web-based help: From: Erika Yanovich
Re: user expecttations - web-based help: From: Robert Lauriston
RE: user expecttations - web-based help: From: McLauchlan, Kevin
Re: user expecttations - web-based help: From: Peter Neilson

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