Apple did that on the iPod manuals. They wouldn't say "make sure the lock button is unlocked" (because duh, of course it's unlocked), they would say "turn the button to the lock and then the unlock position".
Once I thought it's because software is too complicated, but it seems every time I lower the entry barrier, people lower their opinion about what is a problem.
What I don't understand is, that even professionals turn their brain out when setting up a system of any kind.
When I have to go to a customer and need to set some stuff up, I ensure that I can complete that task without the help of others. If some unexpected happens, I write it down at some central place and consult it the next time.
But some people just head out every time without thinking or planning.
> it seems every time I lower the entry barrier, people lower their opinion about what is a problem.
Exactly as they ought to! Rising standards are a much-to-be-desired effect. Of course, that doesn't always mean contacting the support staff to solve problems, but it DOES mean no longer accepting minor problems that used be a normal part of how we operated but which now can be eliminated with minor effort.
When you start looking at the world with that kind of bleakness, it makes it hard to gain empathy for the people who use the things you build.
What you don't see on the other side is the guy using your software that was just stuck in a traffic jam for an hour, or hasn't had a solid night of sleep in three weeks due to his newborn, etc. The last thing they want to do is sit down and learn how to use your software that so-and-so from that other department insisted be rolled out across the company.
You have to excuse your customers for not learning things in earnest. It's part of your job to make that as easy as possible for them.
> Once I thought it's because software is too complicated, but it seems every time I lower the entry barrier, people lower their opinion about what is a problem.
