Panic! How it Works and What To Do About It (23 Oct 2004)
Many users who hit one ďbumpĒ during their exploration of a website or application will panic and back off. As anyone who has worked in tech support will attest, they immediately lose their ability to read, resulting in RTFM (read-the-manual) syndrome, reducing them to a quivering mass barely able to dial the 800 number.
Most websites donít suffer from this tech support problem. Why? Because users just simply go somewhere else. The penalty for these bumps in the road is not only instantaneous and permanent, but invisible. They typically donít bother to let you know why they are leaving, and even if they do write a complaint in that cute little postage-stamp-sized box on your customer-support form, your people are usually offering the now-long-gone user a work-around, instead of reporting the problem to you
Article URL: http://www.asktog.com/columns/066Panic!.html
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