Install instructions for client

[sweeneysmsm]

In January of 2006 I created the following files for a client with a
standalone computer and sent them via CD with, from my perspective, proper
instructions for the installation: The Client had Microsoft Office
Professional installed which included Access. I am not including the
instructions here because I would like someone else to briefly outline what
they would have told this client to do to access the application.

• Foundations.mdb
• Development.mdw (This is the workgroup that governs the permissions and
access to the Foundations database.)
• Shortcut to Foundations.mdb (The target brought together the location of
Access, the location of the .mdb, the location of the Workgroup file. (It was
stated in the instructions that the path to these would have to be modified
to correspond to the location of these items on the Client’s computer and I
did offer to talk the person through this process.)
• Shortcut Access.exe ( using System.mdw) (This shortcut would also have to
be modified to correspond to the client’s location, but would be a desktop
shortcut to open Access with its normal System.mdw file.
• Instructions.doc (the letter which outlined what was to be done to make
the database available)
• Foundations Manual.doc – the Manual to outline how to use the application.


Over the intervening period I have received on several occasions the
following statement “Unfortunately I could not open the CD with my old
computer. (I should add that the DB was done in an Access 2000 version), nor
did the instructions ever indicate that one was to “open†the application via
the CD. In each instance, I repeated the instructions and in each instance
made it clear that if the instructions were not followed, the application
would not open.

What would you have told this client to do to access the .mdb? Since they
are back in this area I would like to be able to cite an outsider’s view to
see how it corresponds to the information I gave.

Thank you so very much.

Mary

 

[Tom van Stiphout]

On Thu, 13 Nov 2008 09:08:00 -0800, sweeneysmsm

Your instructions likely asked the user to copy the files from the CD
to various places on the computer.
What you are forgetting is that not all people read instructions, and
not all people can follow instructions. Your better course of action
would have been to provide a setup program that handles these things
for them.
Or even a (paid, of course) service for you to install it for them,
using a remote connection (there are wonderfully simple solutions
nowadays).

-Tom.
Microsoft Access MVP

 

[sweeneysmsm]

Hi, Tom,

Thank yu for replying.

I had been more than confident that the person would read the instructions
and be able to follow them. You are correct regarding the copying piece. Your
suggestions are good. My problem was that they are on another continent. I
would have been happy to use remote access but doubt that their firewall or
mindset would have made this possible. I did offer to talk them, or any
consultant they would designate provided the consultant spoke English as they
do, through the process on the phone. My fear with the setup program was that
they would have had to answer questions and, not knowing how to answer them,
would have got into further issues. My disappointment is their unshakeable
conclusion that the problem was their software or hardware.

Mary

 

[Tom van Stiphout]

On Fri, 14 Nov 2008 03:54:10 -0800, sweeneysmsm

The setup program would have been simpler than instructions.doc. It
could have offered a "simple install" option that mostly takes
defaults, and an "advanced install" for people needing more control
(and having more smarts).

You can't win them all. Give this customer a refund.

-Tom.

 

[sweeneysmsm]

Thanks Tom.

No refund necessary. It was done for free - for love