Users Don't Read the Manual
Who this book is for
Người làm công nghệ và AI trong doanh nghiệp Việt Nam: nhân viên IT một mình hay trong nhóm nhỏ, lập trình viên, người dựng tính năng AI, trưởng nhóm kỹ thuật ở công ty vừa và nhỏ; vừa phải giữ hệ thống chạy ổn, vừa được giao đưa công cụ và AI mới vào công việc của các phòng khác.
Sound familiar?
- Staff still run paper and spreadsheets beside the new tool.
- One-off training is forgotten within a week.
- Users complain without saying what is hard.
- Account counts are known, real usage is not.
After reading, you can
Help tech staff get a new tool into real daily use, not just installed.
Each chapter answers one question
Chapter 1: It's installed, so why does nobody open it?
How many people really use the tool I just rolled out?
A tool nobody opens costs everything and is worth nothing.
Chapter 2: The survey says users are fine; do we believe it?
At which step do my users really get stuck?
Watching one person do real work for fifteen minutes tells you more than a survey.
Chapter 3: Will a longer manual make anyone use the tool?
Where do users look for help when they are stuck?
The most effective guidance appears exactly when people need to do that task.
Chapter 4: Why switch while the old way still works?
When do I switch off the old way of working, and who decides?
Keep the old way running in parallel and people will always choose it.
Chapter 5: Three months later, is the tool alive or just licensed?
Three months after rollout, is the tool still used as it was at the start?
Tool usage slowly drops if nobody looks back after the first wave.