When a user experiences a problem using an application, the list of possible issues can be lengthy depending on the complexity of the environment(s) and dependencies. If the user is unable to clearly articulate to the help desk what application is broken or where they are when issues arise then this is a clear indicator that the training, documentation and application itself are not all using the same language.
Make things easy for your users by following these simple steps with every application your write and/or support:
- Give the application one name and one name only. In this example we will give our application the name “Blue Safari”.
- Place the name of the application prominently on every page of the application. This means “Blue Safari” is on every page of the application. (not “Bls Version 2.0” but “Blue Safari” or “Blue Safari Version 2.0”)
- If your application is a web application, try to place the name of the application somewhere in the url if possible.
- All shortcuts or hyperlinks that take users to the application should be the name of the application (i.e. “Blue Safari”)
- In all documentation and training for users and support staff, refer to your application with the same language. This means all references to the application will be stated as “Blue Safari”.
If you give your application several different names then several problems arise:
- The user either doesn’t know what to call the application when he or she calls the help desk to report the problem or the user calls the application by a name that no one at the help desk recognizes.
- A significant delay occurs before the issue is resolved simply due to the time spent sorting out the confusion over what exactly is broken and where it is.
Avoid contributing to the overall mayhem of our existence, it will only end badly, we both know that. Unless of course your help desk gives out free ponies and chocolate ice cream with every call, then maybe as a caller I will not care so much that I am unable to clearly tell you what is broken. Now I want ice cream.