Why Users Don’t Read Help

In the ten years that we’ve been developing Dr.Explain, a leading-edge tool for creating help files, we saw hundreds of our customers’ projects.

Our technical support team mostly receives user documentation for software products with requests to help implement some tricks. When talking with our customers, we ask them all kinds of questions about their projects, business areas, products, and audiences.

Based on that experience, we can draw a lot of conclusions, including this one: Users do read user documentation. In many cases, users frequently consult with such documentation. In some projects, it is a vital component of the product or services.

However, sometimes people do not use user documentation. In most cases, the reasons are as follows:

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