I work as an Engineer in Solution Integration Company helping a client’s IT personnel in figuring out how to administrate the newly integrated network infrastructure.
I ended up having to write 80 pages manual for the personnel outlining key points despite the fact that there are extensive documentation online provided by the product.
Client: I have tried to fiddle with the system according to your provided manual, Could you elaborate on this point on how do I input MAC address here? What format do I need to use?
I thought it was partly my fault because I did show him where this function is but I did not elaborate on it. I thought it was self-explanatory.
To remind myself, I tested it with a few different formats: XX-XX-XX-XX-XX-XX, XX:XX:XX:XX:XX:XX and XXXXXXXXXXXX. All of them worked.
So I am about 100000% sure the personnel would have figured this out by himself if he had tried at all.