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>From when I was writing to that audience for networking products a lifetime (or 4 years) ago... anytime there is a required reboot of equipment (or even a specific order to plug it in/reboot/etc.) one of the more important things is figuring out what happens when people don't look at the instructions at ALL and go about in whatever fashion tickles their fancy, and you can get some very unexpected results. We're all very used to plug & play technology these days, but sometimes a botched install can lead to something loading with the wrong drivers and it may even seem functional for a little while before the big problems come up. (Especially for cheaper products, I usually assumed that people reading the instructions for the first time had already made their own unsuccessful attempt to install by that point). Some people are just not going to read the instructions. Make sure that even for those folks, there is information somewhere so they don't have to call the help desk.
Installers are a good solution... they can help automate the process order, and on-screen instructions probably have a better chance of being read than anything in print. Even if you don't have an installer that does anything, it at least gives the impression that things are happening and can help guide the user in many cases.
- V
Date: Thu, 28 Apr 2011 14:16:29 -0400
From: John Posada <jposada99 -at- gmail -dot- com>
To: reshma pendse <reshma_pendse -at- yahoo -dot- co -dot- in>
Cc: techwr-l -at- lists -dot- techwr-l -dot- com
Subject: Re: Fw: Re: OK, I shut down the computer...
Hi, guys...thanks for all the input.
Two outcomes...
1) We've done an analysis of the process at the technical level and
there is no reason that we have to shut the computer at the beginning.
Even though step 2 is to shut down the Internet modem, as long as the
user doesn't leave the page, the page will continue to display in the
browser. We just have to reboot at the end to update some dynamic IP
addresses.
2) We're launching a task force to look into delivery of installation
instructions via text message. Thanks Reshma.
Thanks, guys
> Additionally, you could provide a means for them to get the instructions in the form of a text message on their mobile phone. Everyone may not have a printer, but nearly everyone has a mobile device.
> Example:Installing xyzPrerequisite
> Before installing xyz, you must shut down the computer that you intend to connect this device to. We therefore recommend that you copy or print these instructions before you begin. Alternatively, you can send a text message to receive these instructions on your mobile/handheld device. Type 'Install xyz'
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