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Subject:Re: Do users actually read READ.ME files? From:"Bolce-Gormley, Caroline" <Cbolcego -at- USA -dot- CAPGEMINI -dot- COM> Date:Wed, 23 Jun 1999 16:47:38 -0500
I don't have any current figures, but I know that there used to be industry
studies of the relationship between the number of tech support calls and the
distribution of document updates. For example, when documentation is created
or updated for an existing system, some studies show an immediate increase
in tech support calls as the users learn about new functions that they never
knew existed. After the initial experimentation, the overall number of calls
subside significantly, so that the cost-effectiveness of the documentation
effort is normally proven.
Caroline Bolce-Gormley
Principal Consultant, Houston Unit
Cap Gemini America
Cbolcego -at- usa -dot- capgemini -dot- com <mailto:Cbolcego -at- usa -dot- capgemini -dot- com>
713-307-8815 direct (this week)
713-307-8313 voicemail only
713-398-6146 mobile
713-682-4726 home
-----Original Message-----
From: MAGGIE SECARA [SMTP:SECARAM -at- MAINSAVER -dot- COM]
Sent: Tuesday, June 15, 1999 6:33 PM
To: TECHWR-L -at- LISTSERV -dot- OKSTATE -dot- EDU
Subject: Re: Do users actually read READ.ME files?
Tech Support will probably tell you that NO ONE reads the
documentation, but
of course, they mainly hear from the ones who don't. Users who DO,
don't
call.
I haven't any research on the issue, but I know when our doc is
delayed, or
the readme file isn't there, a great shout goes up from users all
over the
place! Among other things, our readme file specifies the
user-reported bugs
we've fixed or user requests we've implemented.
> -----Original Message-----
> From: Sonja Waller (SWUS) [mailto:Sonja -dot- Waller -at- SMALLWORLD-US -dot- COM]
> Sent: Tuesday, June 15, 1999 2:30 PM
> To: TECHWR-L -at- LISTSERV -dot- OKSTATE -dot- EDU
> Subject: Re: Do users actually read READ.ME files?
>
>
> I think we must take into respect most people do. It's hard
> to second guess
> your reader. I remember when I worked for my previous
> company, I wondered if
> ANYONE read our documentation.
>
> Sonja Waller
> Sr. Technical Writer
> Smallworld Systems, Inc.
> Communications Business Unit
>
> TEL: 303.268-6163
> FAX: 303.779-9945
>
> Email:
> sonja -dot- waller -at- smallworld-us -dot- com
>
>
> -----Original Message-----
> From: Trevor Grayling [mailto:Trevor -at- MDLI -dot- COM]
> Sent: Tuesday, June 15, 1999 3:32 PM
> To: TECHWR-L -at- LISTSERV -dot- OKSTATE -dot- EDU
> Subject: Do users actually read READ.ME files?
>
>
> Greetings TechWr-Lers:
>
> I've seen a number of studies (and conducted my own) that
> indicate that
> software users frequently ignore manuals and even online
> help. I suspect --
> but have no data -- that the same can be said for the READ.ME
> files that
> accompany most software releases.
>
> Because our company is contemplating putting more effort into
> readme's, I'd
> like to see any research that indicates level of usage of
> these files to
> determine what level of effort would be justified.
>
> Can anyone help?
>
>
> Trevor Grayling
> Manager of Technical Communications
> MDL Information Systems, Inc.
> San Leandro, CA
>
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