Getting to EXPERT

The gaps in your documentation aren’t there because you haven’t consider a particular level of user; the gaps in your documentation are there because you haven’t considered how one level of user becomes another. How DO you get from Beginner to Expert? The question above was prompted by a presentation I attend last week, given by Paul Sherman on behalf of the Scottish Usability Professionals’ Association, entitled: THE PERPETUAL SUPER-NOVICE. The basic premise is: the tendency of people to stop learning about a digital product-whether it’s an operating system, desktop application, Web site, or hardware device. A simple example: Someone who has learned that you can cut and paste text in Word by using the Edit menu options and the …

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