If users can't use it, it's USELESS Part Deux
01:39, 4 April 2008
.. Posted in Volunteerism and Volunteer Management.. Link
I'm on a discussion group for a type of volunteer I'm going to keep nameless. The national organization that manages these volunteers has recently been reminding them on the discussion group that many of the resources and information they have been asking for that were formerly distributed via a mega program managers manual, in paper, are on the very sophisticated, state-of-the-art web site. One member voiced her frustrations about these continued reminders, and I thought it said volumes about something that so many web designers seem to have forgotten about: USABILITY. I've changed some words below for clarity and to protect the identity of the organization:
"Unfortunately, for those of us who have been around since the Dark Ages, it is was helpful to have a printed manual for quick reference (I still have all of the old ones!) It is very time-consuming (and frustrating) to search through long online listings - and to even try to figure out which ones to search - and how to access them! I was trying to search using a keyword recently and nothing came up. I then tried calling what I was looking for by a different term and *finally* found it. It is very stressful to wade through all of the info out there - kind of like taking a computer class when all I want to do is cut and paste. But I also eat ice cream at Dairy Queen instead of Baskin Robins (3 choices compared to 48!). Everything we used to need was in the manual - but, with all of this new and amazing technology, I guess we can't do that anymore. Thanks for listening to me whine and I'll have the other volunteers continue to try to help me with the technology!This program manager isn't stupid. She's probably got more experience than most of the people on the discussion group. One has to wonder why someone like her wasn't used in developing the web site that would serve her -- and if this organization will use this post as an opportunity to invite this long-time volunteer to improve the web-based portal to resources.
