Why Documentation Is So Important To Successful Customer Adoption

Quick question: When you use Microsoft Word, do you use the built-in styles to add formatting and layout options to your documents? Or do you simply open a new document and start typing away, clicking the bold or bullet list buttons to change the way your text appears?

In the 30+ years it has been around, I'll bet that only a small percentage of users realize that you can use the styles to format the look and layout of your documents (and an even smaller group know how to set it all up correctly). This is a perfect example of how and why documentation is critical to successful customer adoption. MS Word continues to be useful to customers because it works even if you don't use the complex features it has (like styles), but your own software product may not be so lucky.

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