Reading Usable Help
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Gordon R. Meyer
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Mark Evanier, writing Phone-A-Friend, describes the pain of navigating an automated telephone system. It strikes me how the user experience challenges of these systems are similar to those being faced by instructional designers created video-based instructions. The sequential nature of the instructions, the primitive navigational controls, the penalty for making an incorrect choice are present in both mediums. If you approached your company's answering system as a documentation problem, how would it differ from it's current implementation?