Reading Usable Help
@UsableHelp on Twitter
Gordon R. Meyer
Customers use social media, not documentation
MacWorld summarizes a U.K. study that found, among computer users of a certain age group, the first thing they do after experiencing a problem with a product is complain about it on social media. The article also offers several other interesting findings and tips for how companies can best monitor for customer trouble reports on Twitter.
It has long been held that using documentation to solve a problem is the last resort, but now it seems we've down another notch.