I RTFM, But It's Still Greek to Me

You've heard it from your geeky friends: RTFM, politely translated as 'Read the Freaking Manual.' But what if the manual is unreadable? It's difficult enough to upgrade a motherboard or install new hardware, but it can become a disaster when the only help you've got is a poorly translated, barely legible photocopied manual loaded with vague definitions and unhelpful diagrams. And all too often, that's the way it is.

Krasne, Alexandra. PC World (2001). Articles>Documentation>Technology

The Last Manual You'll Ever Need!

This UUGOM (Universal User Guide and Operation Manual) should help you get the most out of this product, any other PC World product, or any other product you may encounter.

Manes, Stephen. PC World (2004). Articles>Documentation

"Read the Manual!" What Manual?

Customer service shouldn't begin when you have a problem. It should start when a product is built, so that you don't have to futz around on the Web or wait on hold to get answers. One form of that service is good product design. Another is a great manual.

Manes, Stephen. PC World (2001). Articles>Documentation>Technology

RTFM Part II, Looking Beyond the Printed Page

Last month I went through some fairly atrocious documentation. The letters I received from frustrated geeks really drove home the point that bad docs can make what should be a simple, routine, and--dare I say--fun experience, dreadful.

Krasne, Alexandra. PC World (2004). Articles>Documentation>Online>Help

Web-User Satisfaction on the Upswing

Site visitors are more likely to finish Web tasks successfully, but site searches are still troublesome, according to a recent survey.

O'Reilly, Dennis. PC World (2004). Design>Web Design>User Centered Design>Usability

When Help Is Half a World Away

I've heard from a multitude of readers annoyed by language difficulties when their calls go to offshore service reps. They say that offshore techs often seem to be reading from a script instead of listening to details, or that they seem ill-informed about products or company policies. And many complain that calls to far-flung tech support centers often get disconnected.

Kandra, Anne. PC World (2004). Articles>Documentation>Outsourcing>Offshoring