Re: When do people consult documentation?

Subject: Re: When do people consult documentation?
From: Jennifer Lautz <lautz -at- FORTE -dot- COM>
Date: Thu, 16 Jan 1997 11:07:17 -0800

I use this type of statement whenever I have to convince programmers to fix
a usability problem, especially when their alternative suggestion is to
explain it better in the docs. I also mention that the people most likely
to be asked include our technical support folks, who are extremely vocal
and very influential when something is unusable. The tech. support folks
usually end up dragging the offending programmer in to help them solve
customer problems like this, so this statement can be very persuasive (the
programmers can visualize the boomerang effect of releasing garbage to our
customers). :-)

>>
>>Two-thirds would first ask someone else for help before consulting the
>>application's documentation.

Cheers,

Jennifer

-------------------------
Jennifer Lautz
Forte Documentation

lautz -at- forte -dot- com
(510) 869-2032

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