paulstraw

Katie Schenk

Dear Katie,

Put yourself in a position in which you’re responsible for answering support emails from average people about something that you believe is simple, self-explanatory, and universally known. You’ll quickly realize that it’s none of those things.

Plus, I like writing (and reading) detailed instructions for tasks that most people consider trivial. I actually think about this stuff. I care about the details of my technique for everyday things like entering an elevator or pouring a glass of water.

Two years ago, I wrote a simple guide to making iced coffee. You might say, “Just make it.” But I’ve received more traffic and email from that article than anything else I’ve ever written.

(via marco)

I’ve been working IT services for over five years, and can’t state enough how true this is.