Help Is For Experts
Help is used by advaced users rather than novices in Office 12 ...
"One of the most interesting epiphanies I've had over the last few years seems on the surface like a paradox: "help" in Office is mostly used by experts and enthusiasts.
How can this be? I think my biased assumption was that experts know how to use the software already and eager novices would be poring over the documentation trying to learn how to be more effective using it.
Yet, in usability tests we see it again and again: novices and intermediates click around and experiment, experts try to reason things out and look them up in help.
Why is that? I don't know the answer, but I can speculate." continued ... (Via Jensen Harris)
"One of the most interesting epiphanies I've had over the last few years seems on the surface like a paradox: "help" in Office is mostly used by experts and enthusiasts.
How can this be? I think my biased assumption was that experts know how to use the software already and eager novices would be poring over the documentation trying to learn how to be more effective using it.
Yet, in usability tests we see it again and again: novices and intermediates click around and experiment, experts try to reason things out and look them up in help.
Why is that? I don't know the answer, but I can speculate." continued ... (Via Jensen Harris)
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