Recently released guidance on an undisclosed Internet of Things device has left users and advocates alike scrambling to understand the implications. Now many of them are coming to the help desk for confirmation. The device guidance will sometimes instruct the user to press and hold a button simultaneously. It doesn’t tell them how long they need to hold it down.
The directions actually underscore the need to push the button and release it to press but hold the button down. This one-page guidance is intended to cut through the technical process. The vagueness surrounding the holding time leaves both users and testers guessing as to whether the user is doing the task successfully or not. Of course, everyone is understandably confused. Without an explicit date, they read the required action more broadly.
If you think there’s an error in the instruction, please report it to support! They’re eager to shake out your doubts and confusion. The enforcement team is prepared to respond to questions about the instruction’s clarity and use. This interaction will provide users with technical process information related to the device or system. Details on the actual interface are still not public.
The instruction’s formal tone reflects an effort to communicate clearly in a context that likely involves troubleshooting or technical assistance. The omission of details as to how the UI and technical process would work has left plenty of space for misunderstanding in its wake. Users are often abandoned to figure out these new instructions on their own with little overall direction, leading to a greater dependence on support channels.
Users inevitably ask if holding down the button for three seconds will do the trick. They should be asking whether they need to be holding it for a longer time. This expectation might create a lot of uncertainty that can foster frustration and even undermine the efficiency and effectiveness of the troubleshooting process.