Studies relating to documentation density and getting the user to read the manuals

[The Documentation Doctor <documentationdoctor -at- googlemail -dot- com>]

Hi folks

I'm hoping I can tap your collective wisdom.

A client has the common problem that users don't read the installation
manuals.

Historically, the response has been to beef up the installation manuals with
big warning boxes highlighting the importance of particular steps; so much
so that the warnings duplicate about 30% of the procedure. In addition, to
make the manuals more friendly, each and every dialogue box and message is
documented and illustrated. Even so, users still tend to skim, skip steps
and get into a mess.

 My contention is that users are more likely to read documentation that is
terse and does not contain redundant information, and that a single "Follow
the steps or suffer the consequences" warning will suffice.

So, what I'd be grateful for would be links to any studies that I could cite
in order to support (or invalidate!) my position.

Cheers and much thanks in advance

Martin
http://www.documentationdoctor.com/
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