Re: getting users to RTFM

Subject: Re: getting users to RTFM
From: Kathleen MacDowell <kathleen -dot- eamd -at- gmail -dot- com>
To: "Bowes, Rebecca" <Rebecca-Bowes -at- idexx -dot- com>
Date: Thu, 18 Sep 2014 10:59:50 -0500

Just saw this on How-To Geek, and it was entirely apropos:

Repetitive Brain Injury

In the context of tech support and customer service, Repetitive Brain
Injury is a condition affecting individuals who end up answering the same
questions over and over again on a daily basis.
-------

Oddly enough, several of my past employers charged for their tech support,
so they wanted people to call. Perhaps that one aspect of corporate policy
should be a cue to whether they're interested in good documentation and
their tech writing team.


On Wed, Sep 17, 2014 at 12:24 PM, Bowes, Rebecca <Rebecca-Bowes -at- idexx -dot- com>
wrote:

> One way to limit support calls might be to make support available by email
> only, with a response in 24 hours. I'd bet most people aren't willing to
> wait that long if a quicker answer is available in a help system or quick
> ref. Or at least that's the way it works with me :) -- having to wait 24
> hours has kept me from contacting Flare support every time I have a
> question.
>
> It could also be that users are much more likely to read the manual if the
> software is critical to what they are doing, it's their main tool, and they
> need its deeper features. OTOH, if a user's needs are shallow - they just
> touch the surface of the software and only for short tasks - they aren't
> going to invest time in reading doc. This theory is purely anecdotal and
> based on my own experience. I hate reading manuals, but I do delve deeply
> into many Flare resources, take Flare classes and webinars, and read lots
> of the Flare OLH. For other software I rarely use, I just muddle through.
>
> Rebecca
>
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>
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--
Kathleen MacDowell
kathleen -dot- eamd -at- gmail -dot- com

^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
Read about how Georgia System Operation Corporation improved teamwork, communication, and efficiency using Doc-To-Help | http://bit.ly/1lRPd2l

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References:
RE: getting users to RTFM: From: Bowes, Rebecca

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