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Subject:Re: These users have us stumped! From:eric -dot- dunn -at- ca -dot- transport -dot- bombardier -dot- com To:"TECHWR-L" <techwr-l -at- lists -dot- raycomm -dot- com> Date:Wed, 23 Oct 2002 15:06:51 -0400
Looks like it's a training issue not a documentation one. What happens once one
of these 'totally clueless' users gains experience but still has to deal with
documentation that is now written for far below their level? They will become
dissatisfied with the documentation and the software. Support calls may increase
for help with more complex issues that are documented, but in a way that the
users find belittling and therefor don't read.
My view would be that the current docs remain exactly as is and to look for a
basic guide for using Windows. Don't waste time writing your own. Best solution
I see is for the trainers to provide each user with a copy of 'Windows for
Dummies' and have a training session using that. Then proceed with the training
on the system using the for dummies knowledge as your base knowledge assumption.
Add any terminology or conventions that do not follow the 'for dummies' level of
understanding to the front of you current docs.
In fact the added training should be sold to the customer at a good price.
Therefor, with this approach you can limit additional expense and bring in
additional revenue. I'll be waiting for my percentage in the mail. <BG>
Eric L. Dunn
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