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> However, to leave users twisting in the wind, resorting to
> "exploring and learning", because there is no reference
> documentation is unconscionable.
> Every button, checkbox, radio button, drop-down list box,
> etc. in a user interface needs to be explained somewhere in
> the documentation set. Not only that but it must be easy for
> the user to find that explanation when he/she needs it.
Every etc. needs to be explained, or users twist in the wind? Nonsense.
That approach leads to at least two bad consequences:
-- Almost no one uses that 400-page manual because they get sick of
wading through
useless information like "The First Name field is where you enter the
user's first, or given, name. The maximum length is 30 characters. The
valid characters are the letters a through z, A through Z, ..."
-- The minority of users who actually _do_ use a manual like that have
their innate timidity, passivity, and dependency reinforced, instead of
being encouraged to become active participants in the learning process.
Then, the tiniest mismatch between the interface and the hand-holding
documentation upon which they've come to depend throws them for a loop.
Admittedly, "Know your audience!" applies, and there are products and
audiences that call for a very thorough, newbie-oriented approach. But
90% of the time, this is over-documenting. People do it because it keeps
them busy, it's a CYA thing, and it's easier than the difficult process
of determining what's really important and how best to present it.
"It's my opinion and it's very true."
Richard
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Richard G. Combs
Senior Technical Writer
Polycom, Inc.
richardDOTcombs AT polycomDOTcom
303-223-5111
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rgcombs AT gmailDOTcom
303-777-0436
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