Reading Usable Help
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Gordon R. Meyer
The death of techno literacy
Adam Engst, writing Have We Entered a Post-Literate Technological Age? for TidBITS magazine suggests that knowing about computers and technology is going the way of knowing how to change the oil in your car. That is, knowing (or caring) how computers work is no longer required in order to actually use them.
It also used to be that technical writers knew how computers worked, as well as how to use them, but increasingly it seems that having "under the hood" knowledge or interest is rare in the profession.
The resulting documentation, written by laymen for laymen, creates a feedback loop that inevitably results in increased technical support costs. A situation that, ironically, documentation is supposed to help prevent.