differences between users of documentation

Subject: differences between users of documentation
From: RWS <rshade -at- FAST -dot- NET>
Date: Tue, 23 Feb 1999 16:03:47 -0500

Lisa asked

>I need to now explain WHY to some people who cannot grasp that the average
user (who has no >technical background) cannot use documentation the same
way as a technician (who in many cases >has knowledge and experience far
surpassing mine). I am sure all of you out there will agree with >me on
this basic point, but I'd like to add to my existing arguments. Anyone have
any ideas?

Try the "programming the VCR" analogy.

An observed usability test is another method that worked once for me. The
developer (standing behind the mirror) kept saying over and over "But
*everyone* knows how to do that!"

And, you could always ask why shoe manufacturers make shoes in many
different sizes.

From ??? -at- ??? Sun Jan 00 00:00:00 0000=

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