To summarise, Seth suggests that regardless of what you do (crystal clear instructions, ALL CAPS) 2% of people will still stuff it up!
He finishes with:
Technologists hate this choice, but it’s true. We have to plan for human failure and part of our job is to have the resources and back up to allow these people to remain in our tribe even though they’re unable to follow a simple instruction.
To me, you can read this one of two ways. Put your Microsoft hat on. Windows Vista has 15 different ways to turn off the machine.
Now put your Apple Mac, iPhone or Facebook hat on. What is the 2% there?
How do they plan for failure? What does “failure” mean for a Twitter user?
The difference here is that the “barrier” for use is so low (open a web browser, make a phone call, update your Facebook status). 2% for a Facebook user seems very very high…