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If you know your calling population, you can take advantage of this knowledge and provide a user guide. User guides can be very simple, providing just enough information so that callers will not be surprised by the automated transaction. More detailed user guides can include all the prompts and options, so callers can prepare answers ahead of time and become familiar with the application.
The nature of your application and calling population will determine whether or not a user guide is appropriate. User guides are most useful when you know and can easily reach the members of your calling population. Examples of known caller populations include:
If you distribute a user guide and expect that most callers will use it, you may be able to provide shorter and more concise prompts than if callers do not have a guide. Be aware, however, that shorter prompts may adversely affect callers who do not use the guide.
