Holly here. I love this post because while Matt is talking about software, this principle pretty much applies to anything business related. Systems, products, websites, whatever: if it just doesn’t work, tell people how to improve it and don’t use it. Don’t blame yourself for things not being user friendly.
I love what I do.
Essentially, I’ve made it my job to help people find online software, tools
and sites that help them get something done. From running your business to
buying stuff to just finding something fun to waste your time, tracking down
the best online resources is what I live for.
Over the years that I’ve been doing this, I’ve had the chance to get lots of
feedback regarding my recommendations and have come to dread the ones that
start like this, “It’s not your fault…”.
- It’s not my fault that they went to the site I suggested and couldn’t figure out what it actually would do for them.
- It’s not my fault that they were eager to use the tool, but the registration process was so convoluted that they just gave up.
- It’s not my fault that they go into the site, register, pay their fee and then cannot figure out how to make it work the way they wanted.
- It’s not my fault that they gave up on the tool after using it for a couple of months because, even after they mastered it, their employees and clients had trouble.
And they’re right; none of those things was my fault.
But it was not their fault either.
Software and tools, whether online or off, should be easy to use. Technology
should “Just Work” so people can use it and then get on with their lives.
People should not have to devote hours to reading a “Missing Manual” or a
day or more to attending classes.
But often, technology is not easy to use and sadly, what really gets me the
most, is that the user often blames him-or-herself. Do any of the statements
below sound familiar?
- I’m not “technical”
- Machines hate me
- I’m to old to learn all this stuff
- I’m dumb/stupid/ignorant
Well, let’s stop that right here: it’s not your fault!
There are many reasons (not excuses, reasons) why software is often hard to
use, and listing them goes beyond the scope of this one post. However, there
is one thing you can do to influence the vendors who create the online
software, tools and sites: Do not use software that is hard to use!
My more politically aware neighbor Don calls this, “Voting with your feet”
meaning that if you want something, vote for the person who will bring
provide that something. In the case of software, if you want software that
“just works”, “vote” by buying software that’s usable (there ARE good
options out there!). Spread the word and let people know why you made the
choice you did.
More vendors will get the point eventually. If they don’t, they will go out
of business and that will be your fault. Good for you!
Matt Mansfield blogs at www.leverage-the-web.com. He helps businesses by
matching their needs with online software, tools and sites that help them
save time and money, start new projects and grow their existing business.
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