---
title: "Changing the Rules of the Game for the Benefit of the User"
date: 2008-05-08
description: "$( document ).ready(function() { // Handler for .ready() called. $("
canonical_url: https://idratherbewriting.com/2008/05/08/changing-the-rules-of-the-game-for-the-benefit-of-the-user/
---
# Changing the Rules of the Game for the Benefit of the User
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 starts with user research.

Joe interviewed actual users in their cubicles and offices, asking them how often they used the product and how often they did various tasks.

He also said, "By the way, could you show me the user manual for this software?" Hardly anyone could produce the manual. One lady finally dug it out at the bottom of a cluttered drawer.

Joe says companies often tell technical writers, "You can't talk to users." This is such a ridiculous rule. It's one you have to either break or find a workaround for. Eventually you need to make contact with users in their offices, labs, and cubicles. Find out the information sources they read, the frequency with which they use them, the time they've spent in their position and with the company. Ask them questions such as,

- Where do you go for information?

- What books do you go to?

- What sources of information do you read?

In short, conduct behavioral interviews. When you interview actual people, you find out an enormous amount of information.

## Major Findings

After interviewing users, Joe found the following:

- Users hated standup training

- Users didn't use manuals

- Users found out things mostly on their own at their own pace

- Users wanted some control over what they learn