Quote

If your users have many questions, it's a failure of your primary site design. It becomes not so much customer support, as much as customer complaints.

Jakob Nielsen

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Jakob Nielsen
Questions
Failure
Complaints
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Customer
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Site
Support
Users
Many
Primaries
Much
Primary
Customers

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Compared to 1999...we cannot quite declare victory, but we can declare progress.
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Even though it is better if the system can be used without documentation, it may be necessary to provide help and documentation. Any such information should be easy to search, focused on the user's task, list concrete steps to be carried out, and not be too large.
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Windows '98 is so similar to Windows '95 because Apple hasn't invented anything worth copying since 1995.
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