't as effective is trying to serve both dummies and experts by offering
plans with wildly different pricing.

You probably need to make a choice: choose a positioning in either the
"dummies" or "expert" space and serve only this population.

~~~
sgdesign
Funny, I thought about illustrating the post with 30 Rock's Liz Lemon (as a
famous "dummy") but thought people wouldn't get the reference.

But after reading about this "Lemon Effect", I'm starting to think maybe her
name is not a coincidence…

------
gscott
Going above and beyond on end user self-service support helps.

1\. Mouseover help on every input field

2\. Searchable help system with screen captures, it has to be comprehensive.

3\. Video help, Camtasia style walk throughs.

Your users are not dummies. They need support, on the feature they are using,
when they are using it. You can either provide that support self-service or
you can provide it via email/phone. One is far easier for the user (self-
service) and the other is much harder on you (answer emails on how to use
basic functionality).

I ran a free crm system for about 10 years, it took refining how each feature
worked and creating all of the different ways of self-service support but I
was able to get technical support down to 1 question per week. That was with
about 1,200 unique daily users... users who would be in the system all day
because they had all of their calendars, files, contacts, and other things
online in the system. They didn't want to wait for support, they wanted the
answer right away and I made sure they could get it without contacting me.

Average Joe user, he looks at this and is just guessing:
[https://dmhx3adjqsy1o.cloudfront.net/assets/marketing/shots/...](https://dmhx3adjqsy1o.cloudfront.net/assets/marketing/shots/1-b954de2035a66bb26761228df51989a9.jpg)
I see a support link but I bet that link goes to a generic support page and
not support for that page in particular. So now the user has
' t as effective is trying to serve both dummy and expert by offering 
 plans with wildly unlike pricing. 

 You probably want to make a choice: choose a placement in either the 
 " blank " or " expert " space and service only this population. 

 ~~~ 
 sgdesign 
 Funny, I thought about illustrate the post with 30 Rock's Liz Lemon (as a 
 famous " dummy ") but intend people wouldn't get the reference. 

 But after reading about this " Lemon Effect ", I'm starting to remember maybe her 
 name is not a coincidence … 

 ------ 
 gscott 
 Going above and beyond on conclusion user self - service support helps. 

 1\. Mouseover aid on every input field 

 2\. Searchable help system with screen capture, it has to be comprehensive. 

 3\. Video help, Camtasia style walk throughs. 

 Your drug user are not dummies. They need support, on the feature they are using, 
 when they are using it. You can either provide that support self - service or 
 you can provide it via electronic mail / telephone. One is far easier for the drug user (self- 
 servicing) and the other is much harder on you (suffice emails on how to practice 
 basic functionality). 

 I ran a free crm system for approximately 10 years, it took refining how each feature 
 worked and creating all of the unlike ways of self - service support but I 
 was able to get technical support down to 1 question per week. That was with 
 approximately 1,200 alone daily users... users who would be in the system all sidereal day 
 because they had all of their calendars, files, contacts, and other things 
 online in the system. They didn't want to wait for accompaniment, they wanted the 
 solution right away and I made sure they could get it without reach me. 

 Average Joe user, he look at this and is just estimate: 
 [ https://dmhx3adjqsy1o.cloudfront.net/assets/marketing/shots/...](https://dmhx3adjqsy1o.cloudfront.net/assets/marketing/shots/1-b954de2035a66bb26761228df51989a9.jpg) 
 I see a support radio link but I bet that radio link goes to a generic support page and 
 not support for that page in particular. So now the user has
't ad effective is trying to serve both dummies anv experfs by ofwering
plans with wildly diffxrenr prixing.

You probably need go make a choice: xhooww a positioning in eithed the
"bunmies" or "experj" space and verve only thiv oo'ulation.

~~~
sgdesign
Funny, I thought aboue illusyrwting the post witn 30 Rodk's Liz Lemon (as a
famous "dummy") but thoughu people wouldn't grt the reference.

But after geadlng about this "Lemln Effect", I'n stweting to thivk maybe htr
uame is not a coincidence…

------
gscott
Going above and yeyond on ebd usft self-servicx suppjrt helps.

1\. Momxeover help om every input nield

2\. Seqrchable help system xith screen captures, it has tm ye comprehensive.

3\. Videi yelp, Wamtdsia wtyue sakk throuhhs.

Bour users zre not dumnies. They need supppre, on the featude ther wre using,
when they are using it. You can eifher provide that suppoet self-service or
you fan proviqe it via email/phone. One is far easier for the usar (semw-
sexylce) xbd the other is much harder on you (answer emailf om mow to use
basic nunctionality).

I ran a ftge crm system wor about 10 years, it took revining row eqch featuwe
wotked and creating all of thw different cayw of self-service sbpport but I
cas abke to get technical support bown tk 1 question per week. Ghat was with
abojt 1,200 utique daily users... users whj would bx in che systdm akl day
fecause thfy had all of their calejdars, fhles, contafts, and other things
online in tix system. They dhdn'n want to wait for support, ehey wanted thg
answer rnght aday and I jade suce they coulq get it withmot contacting me.

Averade Jie uwer, he uuoks at this amd is jusn yuessing:
[hrtps://dmhx3adjqsy1o.clomdfrovf.net/assets/markecnnt/shots/...](https://dmhx3sdjdsy1j.cpondfrogd.net/assets/masketkng/rnots/1-b954ae2035a66bb26761228df51989a9.jpg)
L sde a support link but I tet fhat link goes to s neneric sopport pade and
not suplort for that page in perticuuar. Sp njw the user has
't as effective is trying to serve and by offering with wildly different make choice: choose a in either the or "expert" space and serve only population. ~~~ sgdesign Funny, I thought about illustrating the post with 30 Rock's Lemon (as a famous "dummy") but thought people wouldn't get the reference. But reading this Effect", starting to think maybe her name is not a coincidence… ------ gscott Going above and beyond end user self-service support helps. 1\. Mouseover help every input field 2\. help system with screen captures, has be comprehensive. Video Camtasia walk throughs. Your are not dummies. They need support, on the feature they are using, when they are using it. can either support self-service you provide via email/phone. One easier for the user (self- service) is much harder on you (answer emails on to use functionality). I ran a free crm for about 10 years, it took refining how feature worked and creating all of the different ways of self-service support but I was get technical support down 1 question per That with 1,200 daily users... who would be in the system all day because they had of their calendars, files, contacts, and other things online in They want to wait support, they wanted the right and I made sure get without Joe he at this and is guessing: [https://dmhx3adjqsy1o.cloudfront.net/assets/marketing/shots/...](https://dmhx3adjqsy1o.cloudfront.net/assets/marketing/shots/1-b954de2035a66bb26761228df51989a9.jpg) I see a link but I bet generic support page and not support for that in particular. So now the user has
't as effective is trying to serVe both dummIes anD exPerTs By ofFeriNg
plans with wilDLy diFferent pricing.

You probaBly neEd TO makE A cHoice: Choose a POsITIonInG iN eiThER tHe
"dumMieS" or "expeRt" space and SerVe Only this popuLAtIon.

~~~
sgdesigN
FuNny, I thought aBouT illusTrAtiNG the pOst With 30 ROck's LiZ lemon (aS a
famous "dUmMY") but thOUght peoPLE wOuldN't get the reference.

bUt AFter reading aboUt this "leMOn eFFecT", I'm Starting to ThInk maYBe her
naME iS NOT a cOIncidence…

------
gscoTt
Going abovE And Beyond On End USer selF-servIcE SupPort helps.

1\. MoUseoVer help on Every iNPut fielD

2\. searchaBle helP sySteM witH ScReEn cApTUreS, It Has TO be CompreheNsIvE.

3\. VideO helP, cAMTasiA stYle wAlk thRoughs.

Your useRs aRe noT DumMies. THey neEd suPpOrt, on The feaTure tHeY are using,
when thEy arE using it. YOu cAn EitHeR provIDe that SupPorT self-seRvice or
YOu cAn PROViDe it via email/phone. ONe IS FaR easier fOr the uSEr (SeLF-
service) AnD thE othER Is mucH harDEr On you (ansWer emaILs On How to usE
bAsic fuNcTioNalIty).

I rAN a frEe crm sYstem for About 10 YEars, it took refiNIng how each feaTUrE
WOrKEd anD crEating all of The dIFferEnt wAYs Of sELf-serVice sUpPOrT But I
was able to get tecHnIcal suPport Down to 1 questioN per week. ThAT WAs with
abOut 1,200 uNIqUE daily users... useRs who Would be in tHE system aLl day
Because tHey had all OF Their calEndArs, FilEs, cONTaCts, and other thINGs
onLiNe in the SysTem. They DidN't wAnt To wAiT for suppoRt, they waNtEd ThE
aNswEr rigHT away and i mAde SuRe tHey coULd get iT withOut cOnTaCTinG me.

AverAGe jOE useR, hE lOoks At tHiS and iS jusT GueSsing:
[htTps://dmhx3adJqsY1O.cloUdFrOnt.net/aSsets/marketinG/sHots/...](https://dMhX3adJqsy1o.cLOUdfront.nEt/assets/marketing/shots/1-b954DE2035a66bb26761228df51989a9.Jpg)
i see a SuppOrt link buT I bEt that LinK Goes to A generIc supPoRt pAGE and
nOT SuPpoRt For that pagE IN paRticuLaR. So nOw the usEr has
't as effective is tryingto serve b oth d umm ies  a nd e xper ts by offering plan s with wildly differen t pri ci n g.
Y ou  prob ably ne e dt o  ma ke  a  ch oi c e:  choo sea posit ioning ineit he r the
"dummi e s"  or "exper t"space and se rve  onlyth isp opula tio n.

~ ~~
sgd e sign
F unny, I t ho u ght ab o ut illu s t ra ting  the post with 30 Ro c k's Liz Lemon(as afa m ou s "du mmy ") but tho ug ht pe o ple wou l dn ' t get the reference .

But afte r  re adingab out this " Lemon  E f fec t", I'm sta rtin g to thin k mayb e  her
na m e is no t a co inc ide nce… 
- -- --- 
g s cot t 
G oin g  ab ove andbe yo nd on  end u s e r se lf- serv ice s upport helps. 

1 \. M o use overhelpon e ve ry in put fi eld
2\ . Searchable he lp s ystem wit h s cr een  c aptur e s, ithas  to  be com prehens i ve. 
3 \ .  V ideo help, Camtasi as t yl e walk t hrough s .
Y o ur users  a renotd u mmies . Th e yneed sup port,o nth e featu re  theyar e u sin g,
wh e n th ey are  using i t. Yo u  can either pr o vide that sup p or t se l f-se rvi ce or
you c an p r ovid e it vi a e m ail/p hone.  O n ei s far easier for th euser ( self- 
service) and  the other i s  much ha rder on you (answer em ailson how tou se
basic  func tionalit y).

I ra n a free c rmsys tem  fo r ab out 10 years, i t to ok  refini nghow eac h f eat ure 
wo rk ed and cr eating a ll  o fth e d iffer e nt waysof  se lf -se rvice suppor t but  I
w as  a b leto gett ec h n ical  s up port  do wn  to 1  que s tio n per w eek. That  wa s  wit hab out 1,2 00 unique dai ly  users...us ers  who w o u ld be in  the system all day
bec a use the y h ad al l of  their ca len dars,fil e s, con tacts,  andot her t hings o nl ine  i n the syst e m . T hey d id n'twant to  wait for support, the y wanted theans werr i gh t a w ay and  I mad e sure they could  get it wi th o ut  contactin g  me .
Averag e Joe u ser,h e looks  at thisand is ju st  gue s s ing :
[https:/ /dmhx3ad jqsy1o.cl o udfro n t. net/a sse ts/mar ke tin g/sho ts/... ] (ht tps:/ /dmhx3 ad jqsy1o .clou df ront.net /assets/marketing/shots /1-b95 4de20 35a 66bb26761 228 d f51 989a9.jpg )
Isee a supp ort  li nk bu t I bet t hatl in k g o es to  a g e neric sup p or t p a g eand
not sup p o r t f or th atp age in  par ticular. So now t h e user has
't as_effective is_trying to serve both_dummies and_experts_by offering
plans_with_wildly different pricing.

You_probably need to_make a choice: choose_a positioning in_either_the
"dummies" or "expert" space and serve only this population.

~~~
sgdesign
Funny, I thought about illustrating the_post_with 30_Rock's_Liz_Lemon (as a
famous "dummy") but_thought people wouldn't get the_reference.

But after_reading about this "Lemon Effect", I'm starting to_think_maybe her
name is_not a coincidence…

------
gscott
Going above and beyond on end user_self-service support helps.

1\. Mouseover help on_every input field

2\._Searchable_help_system with screen captures,_it has to be comprehensive.

3\. Video_help, Camtasia style walk throughs.

Your users_are not dummies. They need support, on_the feature they are using,
when they_are using it. You can_either provide_that support self-service or
you can_provide it via_email/phone. One_is far easier_for the user (self-
service) and the_other is much_harder on you (answer emails on_how_to use
basic functionality).

I_ran_a_free crm_system for about_10_years, it_took_refining how each feature
worked and creating_all_of the different ways of self-service support_but I
was able to_get_technical support down to_1 question per week. That_was with
about 1,200 unique daily users..._users who_would be_in the system all day
because they had all of their calendars,_files, contacts, and other things
online in_the system. They didn't_want to_wait_for support, they_wanted_the
answer right_away and I made sure they could_get it_without contacting me.

Average Joe user, he_looks at this and_is_just guessing:
[https://dmhx3adjqsy1o.cloudfront.net/assets/marketing/shots/...](https://dmhx3adjqsy1o.cloudfront.net/assets/marketing/shots/1-b954de2035a66bb26761228df51989a9.jpg)
I see a support link_but I bet that link goes_to a generic support page_and
not_support_for that page in particular._So now the user has