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Complex Instructions

Complex Instructions

Have you noticed that, as things become more complex, instructions become less detailed? My new Mac Studio came with minimal instructions, virtually none in writing, but I managed to set it up and transfer from my old computer very efficiently. You can buy a new car, quickly search for the lights, mirror adjustments, and radio, and be off and running. I have very complex, salt-water pool equipment, and I use my iPhone to control it.

Even when there are instructions of length (most of which comprise legal warnings not to put an electrical plug in your mouth or immerse the TV in water) there are also “quick start” guides of just three or four steps. Have you ever tried to read your new car’s manual? First, it tends to be online and accessible only through the screen. Second, if it’s in writing, it weighs as much as a bowling ball. Third, even with alphabetizing the contents, it’s inscrutable: “Trunk release” is under “automated systems” or some such nonsense.

It seems that products and services are calling upon customers for the application of more and more intuitive procedures in an age where intuition has become subservient to the search for “data.” Hence, “I guess this is how we start the chain saw” is going to lead to more and more legal cases!

Written by

Alan Weiss is a consultant, speaker, and author of over 60 books. His consulting firm, Summit Consulting Group, Inc., has attracted clients from over 500 leading organizations around the world.

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