All IT staff who work with student systems need to take classes in how write directions. They simply bury the information the student needs in dense, dull text. So, the student is frustrated because they can’t use the system they need to use for class, then they have to literally wade through IT’s self-absorbed ass protecting text. Just put the information right out there so they can grab it and go do what they need to do! I don’t know why people who use systems every day of their lives can’t create help pages that they themselves would want to use. They should know better than anyone how Help utilities are used, right? Right??

Scenario: I am a student and I need to log in to my school email for the first time. I am given a login box. I type in my credentials, nothing happens. There’s no link that says something to the effect of “login help.” The help link is called “need more info.” um…ok. Remember that I am a first time user. Here’s what the “need more info” link gives me: [and what the student is thinking when and if they actually read this carefully]

What is my Log In ID?
Your Log In ID and initial e-mail password were sent to you in a letter when the account was created. [what letter?]
If you are not sure of your MyCOD student portal Log In ID, you can find that information in MyAccess (https://myaccess.cod.edu). [I thought I was in the student portal already. What's the student portal then? Isn't that where my email is? Shouldn't both usernames and passwords be the same?] After signing into MyAccess you will find your email address listed by first selecting “MyAccess for Students” on the Main Menu and then by clicking on “My Profile” in the “Academic Profile” section of the “MyAccess for Students Menu” page. [What? Where is this?] The part before the @dupage.edu in your email address is your Log In ID for the MyCOD student portal. Do not include @dupage.edu as part of the Log In ID. [Oh, so this is a different thing...I wonder what my login information is for that.]
What is my initial password? [for the email or for the other thing?]
The initial password, for a new account, is shown on the letter you received from registration. [letter? which of the five letters I got in the mail might have this information?]
If you were enrolled in classes between Fall 2005 and Spring 2009, your default password is the first two letters of the city you live in, plus your PIN. For example, if a student lived in West Chicago, and had a PIN of 1070 then their initial password would be: we1070. If you were not enrolled in classes at COD between Fall 2005 and Spring 2009 then your default password takes the form mmddyy where mm is the month of your birth, dd is the day of your birth, and yy is the last two digits of the year of your birth. For example, if your date of birth was January 4, 1984, your default password would be 010484.
[oh, ok...what? Why can't all new user passwords be the same format?]
What if I changed my password but cannot remember it? [changed it from what again?]
First, try following the “What is my password?” link above. You will be prompted with your password hint. [why don't you give me this link in the first place?] If you are unable to recover your password using the password hint, you’ll need to call the Student Support Helpdesk at 630-942-2999. [I called the student helpdesk. Instead of telling me what to do, they took my SS number and reset my password...and now I can't access my account until 6:00 am tomorrow. I give up.]

How long after registering for my first class at COD should I expect my account to be created?
As of May 1, 2009 all accounts are created the night that you register and should be ready for your use the next day. An informational letter will be sent to your house after your account is created. [oh, THAT letter...]