http://tc.eserver.org/authors/Unsworth,_David A bibliography of works by Unsworth, David in the field of technical communication. en-us Copyright (c) 2005-08 by the EServer. All rights reserved. tclib-editorial@eserver.org (TC Library Editorial Board) webmaster@eserver.org (Geoffrey Sauer) http://tc.eserver.org/images/newlogo.gif http://tc.eserver.org/dir/Unsworth,_David http://tc.eserver.org/25600.html http://tc.eserver.org/25600.html The first time I noticed that people tend to say one thing and do another in a usability test was back in 2000. We had been building a new company website and testing it with real users brought us an unexpected problem. All the users liked the new design a lot more than the old one, but nobody could work out how to use it.