Reading Usable Help
@UsableHelp on Twitter
Gordon R. Meyer
Providing documentation is not enough
In "Ease of Learning" (subscription required for full access), an opinion piece in Technology Review, Michael Schrage lays it on the line about a company's responsibility for assisting customers in using their innovative products:
"It's shockingly apparent that too many innovators rely not on better training sessions and documentation to support their users' learning curves, but only on Web pages that list frequently asked questions. [...] This has nothing to do with making innovations easier to use. After all, a bicycle is easy to use; but learning how to ride one isn't so easy -- especially if you're an adult. Do you want to be taught how? Or do you want to learn how on your own? [...] Encouraging users to read the directions just doesn't cut it. Innovations in learning and teaching will determine which innovation pass the test with customers and which flunk."