Re: Thesis Topic

["Peter Ring, PRC" <prc -at- ISA -dot- DKNET -dot- DK>]

I agree with Elna Tymes who wrote, that there is a need for a
quantified study of the following questions:

> 1.  They try to figure it out by experimenting with it on their own.
> 2.  If they have had previous successful experience with an online Help
> system, and they know that one comes with this tool, they'll look at the
> online Help.
> 3.  If not, or they are still stuck, they turn to a friend.  (Some
> people call this the "Hey, Joe!" phenomenon.)
> 4.  They MAY open the manual and glance through the TOC or index,
> looking for specific help.  Note that this is NOT the same as "reading
> the manual."
> 5.  If that doesn't work, they pick up the phone and call whatever
> passes for a Help facility, even if that means sitting on the Micro$oft
> line for up to an hour.
> 6.  If that doesn't work and they're still motivated, they go looking
> for training materials or for third-party books on the tool.
> 7.  Only if all of the above fail do most users actually read the
> manual.  There are, of course, specific exceptions.

Based on some preliminary (not really statistically valid) research I
have done, here are some results which should be reflected in the
questions:

When people get a new complicated product, approx. 10 to 15% always
start reading (a little in) the manual, approx. 10 to 15% do it
sometimes depending of the nature and complexity of the product, and
the remaining approx. 70 to 80% always start trying without the
manual. This could turn the questions slightly.

I also asked them how long time they were willing to search in a
help-file or a manual (before calling Joe/hot-line) for the solution
to their problem for a complicated and a less complicated product.
The answers for the complicated products differed from zero to a few
minutes in the most impatient group, and up to a few hours in the
most patient group. For less complicated products it was in average
shorter, but many people had the same limit for all products, and
some people even gave the less complicated product's manual a
(bigger) chance, and some gave up on forehand with the big manuals.

I think this time question should be included in the study.

If somebody is interested in participating in such a study, maybe we
should team up and ask for some STC (and/or other) grants to do it
for. I have a lot of experience making opinion etc. studies, and I
still do that kind of work from time to time.

Greetings from Denmark

Peter Ring
PRC (Peter Ring Consultants)
- specialists in user friendly manuals and audits on manuals.
prc -at- isa -dot- dknet -dot- dk
http://isa.dknet.dk/~prc/
- the "User Friendly Manuals" website with links, bibliography, list
  of prof. associations, and tips for technical writers.