Customer care can be annoying. You have a user of your program emailing you about some insane issue, and it turns out to be a usage error like forgetting the enabled toggle of the app(AutoSync, anyone?).
Now, the challenge to send him a simple email telling him that this is a routine error and can be fixed by clicking the enabled toggle is a possible idea.
However, one instructor suggests a different way:
Instead of telling the user to simply check the paper, check the checkbox…, just send him a procedure instead.
This way, the user will not be demotivated and will merrily continue using the program in the future.
To me, this sounds sensible. What do you beleive?
via LockerGnome:
http://channels.lockergnome.com/windows/archives/20060111_when_theres_no_such_thing_as_a_small_problem.phtml
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