Re: FW: Getting users to RTFM

Subject: Re: FW: Getting users to RTFM
From: Keith Hood <klhra -at- yahoo -dot- com>
To: Damien Braniff <Damien -dot- Braniff -at- asg -dot- com>, "Techwr-L \(techwr-l -at- lists -dot- techwr-l -dot- com\)" <techwr-l -at- lists -dot- techwr-l -dot- com>
Date: Tue, 16 Sep 2014 17:34:09 -0700

RTFM is nice to think about, but it's futile. Human resistance to thinking for themselves is universal, impregnable, and everlasting. Many moons ago I was in charge of the mechanics in an Army unit. One day I was in a maintenance bay and I heard two of my heroes arguing about what to do next in their work on a jeep. They kept arguing about what the book said. They were standing maybe 12 feet from the door to the shop office where the book sat on a shelf. After five or six minutes of this nonsense, they finally agreed on how to decide the issue - they decided to go out into the yard and find the motor sergeant and ask him.



On Tuesday, September 16, 2014 11:46 AM, Damien Braniff <Damien -dot- Braniff -at- asg -dot- com> wrote:



I had a similar problem many moons ago with a very simple product but a similar solution might work. Talk to tech support and get them to provide you with a list of their top 10/20/ you choose(!) repeat queries about the product. Create a Quick Ref Guide for those 'problems' but at the highest level you feel will work. :-)

Basically a series of steps for each:

First .... UG page x
2nd..... UG page y
Etc

Essentially you're doing the looking-up for them but it might work. I know we dropped calls to support by 30+% so a worthwhile effort for us.

HTH

I ALWAYS read the manual!! :-)


Damien Braniff, Sr. Technical Writer
damienb -at- asg -dot- com | +44 0 1727 736 255
www.asg.com |
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Re: FW: Getting users to RTFM: From: Damien Braniff

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