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Subject:Re: Encouraging users to read online help From:CHRISTINE ANAMEIER <CANAMEIE -at- email -dot- usps -dot- gov> To:"TECHWR-L" <techwr-l -at- lists -dot- raycomm -dot- com> Date:Mon, 17 Dec 2001 16:09:25 -0500
> Then, when a user calls in for something simple that
> the Help covers, have the first question from Tech support
> be "Did you follow the instructions in the Help?" If
> the answer is "No", then the tech support person should walk
> the user through the steps: 1. "Click Help." 2. "Select
> Whatever it is." 3. " Read it to me." 4. "Does that answer
> your question?"
Ouch. The tech support people would have to be VERY careful with their
tone of voice if they use this approach. It would be all too easy to
sound patronizing.
Which of these two messages do we want to give the users?
(1) "Go away and stop bothering us, you cretin, the answer's right in
front of your nose if you'd bother to look for it-- see?"
(2) "Here's the answer to your question" ...(blah blah blah)... "And
by the way, for questions like this you might find it more convenient
to look in the online help. Here's how to access it..."
If the user's calling tech support, chances are they're already
feeling frustrated. Give them the answer they need and THEN nudge them
toward the documentation. And make sure the documentation is
excellent.
Christine
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