FIGURE 14.15 Excerpts from a Thread in a Customer-Support Forum

This excerpt from a user manual for a video-game player that displays 3D images describes two of the safety risks associated with playing video games.

In the original post, a customer explains a problem he or she is having printing a TIFF file with a Xerox printer.

The Xerox representative, who monitors the user forum, directs the customer to the company’s statement that is intended to solve the user’s problem.

A second user recommends the Xerox representative’s reply and presents additional information about TIFF files. Notice in the last sentence that he or she offers to try to stay in touch with the customer who asked the original question.

A third user, who is experiencing the same problem that the first user wrote about, expresses appreciation for the second user’s suggestions but raises a concern about the cost of the alternatives he or she describes.

A fourth user responds by pointing out that GIMP, one of the alternatives listed by the second user, is a free program.

Many companies use customer forums as an efficient and effective way to help their users solve problems. Although the forums can be messy—and sometimes users write nasty things about the company—companies realize that letting users participate increases the chances that they will find solutions to their problems.