Re: Concept - Task ratio

["Gene Kim-Eng" <techwr -at- genek -dot- com>]

Our default help format is based on task instructions, with a "How do I...?" 
section upfront for the most common tasks.  On models intended for "advanced" 
users, there are "Learn more about.." links at the bottom of each task 
instruction that jump to explanations of concepts and/or best practices for 
special operations that require unusual combinations of tasks, such as how to 
manually configure if you're trying to use the product with a system that its 
auto-configure hasn't been designed to be compatible with.  Most of these aren't 
in the help at all, but are online.

Gene Kim-Eng


----- Original Message ----- 
From: "John Posada" <jposada99 -at- gmail -dot- com>
> For instance, I'm proposing the premise that since this is for a
> support site, we should be doing less explaining issues compared to
> more presenting procedures on how to do and fix things; the logic
> being that the average telephone customer doesn't care as much about
> how something works as they do with getting it to work so they can
> make their call and get on with their life.
>
> Keep in mind, I'm not writing for the techy geek, but for the average
> Joe Q Public with a telephone.

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