Quote:
Originally Posted by 4691mls
I think I'd be tempted to make the first sentence say something like: "You need to open this email and read the whole thing"  |
Every single canned email that we send out, (all of which contain instructions, or have detailed attachments with instructions) says that. Every single one. We even have one with a line that says "[i]n our experience, customers that open this email, read it top-to-bottom and then start back at the top and work their way through the instructions in sequence, have a much higher success rate at..."
And do they? Like hell. I get phone calls and emails "HELP HELP, I can't make this happen" or "that happen" and when I ask them, as I always do, at which step, exactly, they got stuck...crickets. Almost every damn time.
It's frustrating as s**t to have to deal with. I mean, you invest all this time writing instructions, taking screenshots, drawing arrows, saying things like "click here" and all that. People could not care less. They want EVERYTHING Apple-tized, so it's instantly intuitive and they don't have to know anything. Well, sadly, in the world, not everything is an app. Sometimes, you have to actually click this or do that, to make something work. Horrifying and shocking, I know. (grumble).
/rant
Hitch