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It's an old joke, but a spokesman for Gateway swears it's true -- that the computer maker's technical help line once got a call from a new purchaser complaining that her teacup kept slipping out of the computer's cup holder.
The reason, of course: The "cup holder" was the tray that slides out to hold a CD-ROM.
And so it has come to this: Americans buy the most sophisticated computers, the coolest digital cameras, the most advanced automobiles, the most versatile cell phones and handheld organizers, and then . . . and then we forget, or decline, or flat out refuse, to read the directions. Owner's manuals, care guides, how-to directories? No, thanks.
There are lots of theories about why, but one thing is certain: The situation is driving manufacturers nuts -- and costing them, and eventually all of us, money.
As part of my job, I personally edit documents that people outside my company use--vendors & corporate customers mostly. You would be amazed how many people don't see the need for clear, concise writing in such a document.
So if you're wondering why people don't "RTM," look at its quality from a customer perspective.
Re. Subaru and 1 in 5 questions answered in the manual. When the manual says, "Do not operate under water." I start to wonder. By the third odd advice - I close the manual and decide that perhaps I don't need that item? As for computers? If plain English can answer the question, I hope same wil be used. Then I can understand it ... and WILL read it.