Andrew’s Usability in the Real World: Fantasies of the Technical Writer (17 May 2004)
At Apple, we studied a help system in a user lab by giving people tasks so difficult they couldn't possibly figure them out without resorting to looking up the answers in Help. In the first days of two hour sessions, users never once turned to Help, despite our ever more desperate pleas and hints. People, it seemed, would rather suffer hours of frustration than open a help file.
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