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Usability: Assertive Users

©1999, 2000 by Scribble & Count, LLC.  All rights reserved.
(Written 8/99; rev. 10/99)

Internet users are more assertive. According to the April 1999 issue of Business 2.0 (p. 108) they are more likely than non-Internet users (33% to 8%) to have served on a civic or school committee, and (41% to 14%) to have attended a public meeting.

So. Folks with well-defined ideas and the willingness to assert them take naturally to online activities. Right? Of course, but it's more than that. And when you add it all up, it amounts to huge implications for Technical Communicators.

The Net has always had a distinct and prominent ethos. In the "pre-dot-com" days (the watershed occurred about mid-1995), the ethos was one of genteel communal responsibility. Lately it's become:

"Respect me. Give me value and don't hype me. I have options."

Of course, this ethos could change or give way to other attitudes, just as the first did when the exclusive club gave way to the raucous marketplace. But there's something reinforcing this ethos that isn't going to change because it's essential to the Web: Any --any -- online statement is just a click or two away from being dismissed, forwarded, or exposed. It started with the TV remote, but the mouse is orders of magnitude more powerful. The Power of Click™ has changed the writer/audience calculus forever.

Granted: intelligent, self-confident, assertive people gravitate to the Web, and at least for the present they are exposed to an ethos that reinforces assertive behavior. These factors may change.

But this won't: It will always be true that users will be able to dismiss and/or condemn immediately and with ease that which they don't like. That's power, and each new crop of users is initiated quickly. Regardless of how much (or little) they assert themselves in other aspects of their lives, that amount generally increases significantly when they go online.
Digression: A few of you might recall a widely distributed 1950s safe-driving spot in which the man (sorry; I can't change 45 years ago) takes the family driving. A nice, pleasant, attentive man; but as he slips behind the wheel he does a rough, pre-digital morph into an aggressive beast. The 1990s computer user doesn't have 3 tons of steel to throw around and most are only assertive, not aggressive; but the personality transformation has has some similarities.

Consequences

There are obviously long-term social implications to this egalitarianism; it is another indication, if more be needed, that we really are in the midst of a paradigm shift. This increased assertiveness and judgementalism also has some important, immediate lessons for designers of online materials. Traditional marketing writers, in particular, seem to be having a hard time adjusting.

The precepts involved with this phenomenon might be stated:

  1. Respect Them.
    • Don't manipulate, don't demean, don't talk down. Above all, don't lie. Don't even fudge.
    • Give them options (all the required options), and do it clearly. Then step back and let them decide.
    • Don't assume you understand their needs better than they do.
  2. Give Them Value.
    • And give some of that value up front, as the equivalent of "earnest money". You have more to prove than they have, and they have a right to be skeptical.
    • Don't try to wow them with Web design doo-dahs, particularly when there's no content behind it.
    • Don't assume they're so unsophisticated that they won't recognize trinkets for what they are.
  3. Above All, Remember: Halfway through Your Presentation, They'll Know More about You Than You'll Ever Know about Them.
    • And stay just a little bit nervous about that fact.

This transfer of half the power from the presenter to the recipients is subject to abuse: just look at flaming email, hoaxes that H. G. Wells would envy, and widely disseminated slander. But the genie won't go back in the bottle, so writers will have to adapt. (This writer, too old by now to reap anything but the task of relearning his trade, thinks that ultimately this altered balance of power will be a good thing.)

Summary

Online users not only come from the more opinionated and assertive segments of society - but:

  • because they are reinforced by an ethos which does not condone condescension, fluff, deceit, or fraud;   and
  • because they hold in their hand the implement to do something about it,
they are even more opinionated, judgmental, and assertive when they are online than when they are not.

Two things they will condemn very harshly are misusing their time, and disparaging their abilities.

Caveat communicator.

Addendum (10/99)

Something similar has been noted (inter alia, NPR, "Morning Edition", 9/30/99) among women at repair shops and do-it-yourself stores: if they don't get straight facts, with minimum spin, they head immediately for a competitor's. Women are now almost as numerous as men on the Internet, and already count for more than 50% of utilitarian Internet use. So the technological forces described above are being reinforced by one of society's more pronounced social forces.

As I said, it's paradigm shift. Let the writer beware.

Bill Sanders (bsanders@scribble-count.com) has been in almost every corner of information services: journalism, training, records management, research, and technical communication. He has been a technical writer since 1984, wrote his first HTML and WinHelp in 1994, and is a Senior Member of the Society for Technical Communication. As Webmaster for two company Websites, he has found resistance to, acceptance of, and support for the trends described in this article.

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Rev. 20-Aug-00
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