atw: Re: Research on when customers need or want online help or manuals?
- From: Bob T <bob.trussler@xxxxxxxxx>
- To: austechwriter@xxxxxxxxxxxxx
- Date: Sun, 21 Dec 2014 11:39:19 +1100
I agree with Christine that good design of the original product is often
ignored.
I know a good industrial designer who has just walked away from the
profession.
On the other hand, it seems hat Apple take good basic design very
seriously, especially if you read the woofle in the books about Steve Jobs
and the company.
I found that a user manual that described step by step worked well. It
worked better if the comments and support bits were notes between the steps.
That enabled use by skilled users who could ignore the comments, and also
use by less skilled and new users who needed the notes and comments.
One page for each process helps new users. It avoids them getting
distracted by what is in effect sales blurb about some "exciting" feature.
I rewrote a user guide for my mum
1 - How to record a show with a new disk
2 - How to record a show with a used disk
3 - How to record a show later in the day - new disk
4 - How to record a show later in the day - used disk
5 - how to fornat a new disk
6 - how to format a used disk
......... you get the idea.
Bob Trussler
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