Re: Reading the manual as a last report

[arroxaneullman -at- aol -dot- com]

Anameier, Christine A - Eagan, MN - Contractor 
<christine -dot- a -dot- anameier -at- usps -dot- gov> commented:
> Somebody recently made an interesting comment on how users who have a
> problem with software typically ask the person next to them, or call
> tech support, rather than look in the manual or the online help. I've
> been searching and I can't seem to track down that post -- if someone
> has it handy and could forward me a copy or repost it, I would be
> grateful.
>
 > Does anyone have links to published studies or articles on this 
topic?
>
 > It would also be interesting to know whether users tend to prefer 
online
> help over printed manuals. Maybe it's all spinach to them.

 I believe that 'somebody' was me. I know I've seen these studies, but 
I don't recall the resources offhand. Probably several books and 
articles about online communication and Help. You might search through 
Intercom and TechComm archives http://www.stc.org/pubs/memberPubs01.asp 
. At the least that should get you started.

Here's my original post:

 Steven Brown <stevenabrown -at- yahoo -dot- com> asked, "Why don't people read 
what we write? Are we at all
responsible?"

A number of very good answers exist.

 Foremost is the expectation of readers that they will not easily or 
accurately find what they need. People deal with so much 
disorganization in life that they learn to be suspicious of anything 
claiming to have the answers.

 When faced with a question, the easiest thing for most of us is to ask 
another human. We know from experience that Joe knows Sue's pone 
number; why should we take the time to look it up in the phonebook or 
online? But if Joe's not around, we go the next fastest source of 
information. And so on down the line until we get to manuals and 
references.

 The problem with manuals and such is that oftentimes what the user is 
asking is not expressed the way it is in the manual. For instance, your 
question is "How do I contact Sue" and the manual has that information 
under "Phoning Peers." An ideal index would include every synonym and 
possible variation for every question that a user has so that you could 
easily find the answers. But, that is impossible to accomplish.

 Basically, the nature of manuals is that they are slower and less 
effective than humans, so people refuse to use them (or online help, 
etc).

 As technology advances and people learn more about how we think, 
communicate, and learn, this gap may close. It is our responsibility as 
technical communicators to stay with these transitions and use them to 
the best of our ability.

 Or else we'll all just have to learn to read the friggin' 
instructions. ;)

 Arroxane
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