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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.
The precepts involved with this phenomenon might be stated:
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.) Online users not only come from the more opinionated and assertive segments of society - but:
Two things they will condemn very harshly are misusing their time, and disparaging their abilities.
Caveat communicator. As I said, it's paradigm shift. Let the writer beware. |
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