Presenter: Joe Sokohl (http://sokohl.com) Conference: Doc Train West 2008 In this presentation, Joe Sokohl talks about gathering user research prior to designing and implementing your help deliverables. Breaking the Rules First you have to get to know the user by talking directly to real users doing real work in actual contexts. Interview real people doing real activities. “Don’t speculate, don’t argue. Observe” (Don Norman). Everything … more »