"I don't read instructions..."

Yesterday, while I was watching a usability session, the participant mentioned that he prefers to open up a new tool and just poke around, rather than reading the documentation. I can empathize with that approach -- I do it myself sometimes.

"Explorer" types like to jump right in and poke around. Maybe try to do something to see if they can, maybe try to do something just to see what will happen. Can they figure it out just by following the clues? That's a fun quest. Metaphorically like hitting the open road and taking turns on impulse. And if you get too lost, (yes, there are degrees of lost!) you can always reach for the map.

So for explorers, documentation is useful when it satisfies the same purpose as a good map: contains both the big picture and the details, clear labels, easy to navigate, and most importantly, is complete. (Maybe I don't need to know there's a river alongside the road, but I want to know.)

Fortunately, explorers are usually accustomed to adjusting to the arbitrary limitations of linear information. They realize that an unfamiliar term is only undefined because they skipped the previous five chapters. I can't count the number of times I've read a manual backwards because I found the information I wanted on page 236, but to understand it I needed the explanation on page 198, and it relied on a definition on page 147...you get the idea.

I don't expect that the content designer can predict what I will want to know in the context I want to know it, not for me and also the zillion other people who might use that content. A more reasonable expectation is that the content designer will try to include everything I need to know, much that I want to know, and make it all easy to find.

Not too much to ask, is it?

Comments

• Anonymous
  October 13, 2005
  Because everyone learns differently (i.e. visually, aurally, tactually) – not to mention their existing knowledge level – there’s never going to be a “single” method for instruction.
  
  While confusing to some, I’m pleased that there are multiple methods to perform tasks in Office. Some people like to use pull-down menus, others like pushing toolbars, and some know the keyboard & mouse-click shortcuts.
  
• Anonymous
  October 18, 2005
  Exactly, Blake. So in practical terms, what can we offer that will meet some/most needs of some/most people...it can be tough letting go of the ideal of satisfying everyone all the time. (Not that it's ever happened, of course)
• Anonymous
  October 19, 2005
  The comment has been removed
• Anonymous
  October 19, 2005
  The comment has been removed
• Anonymous
  October 19, 2005
  Thanks so much for your comments -- I was honored that you looked at my blog!!!
  
  Microsoft WiKi? That would probably be Channel 9
  http://channel9.msdn.com/wiki/