W-Post article on labels and design

["Karen E. Black" <kblack_text -at- hotmail -dot- com>]

http://www.washingtonpost.com/wp-dyn/articles/A1178-2002Aug9.html

I found this article interesting. We often strive to provide clear 
instructions for items that are poorly designed.

Karen Black in Toronto, has never learned how to transfer a call 
successfully on her Nortel Networks phone


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