I have just spent a frustrating half hour trying to set up an online account with a social media service (which shall remain nameless).
It was frustrating because of the “missing link.” The written directions said to “click here” and “click there.” Unfortunately, there was no “there” there. It was unclear where to find the link.
After searching unsuccessfully on the site, I found a video tutorial on YouTube that clarified the situation.
All this got me to thinking about the “missing links” in communication. How often do we skip steps, assuming that others are following us, only to leave them behind in the dust?
What can we do about this? One simple tactic is to have someone unfamiliar with the topic read the draft material.
Another tactic (for how-to material) is to have someone perform the activity.
And, of course, as demonstrated in this example, a third way is to add video or other graphics.
Would love to hear your suggestions.
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