“The best support is a conversation.” So true.
Originally posted on Andrew Spittle:
When you spend all day working with the same piece of software your definition of what is easy for someone else becomes horribly skewed. Since I started jamming with the CoPress gang in 2009, I have spent thousands of hours staring at a WordPress dashboard. It means much of the WordPress interface is easy for me. That’s dangerous.
I try to minimize the number of times I use easy in a support reply. I avoid phrases like “Setting up custom menus is easy…” or “Writing a new post is easy…” There are a few reasons for this.
First, if a feature or product were legitimately easy the user would not be writing in to support about how stuck they are. Sure, some percentage of users will find questions to ask about any interface. But do you want to start the conversation by assuming the user falls into that percentage? You venture to learn much more if you assume the software is wrong, not the user.