Who says users never read directions?

New voicemail system has been set up to replace the existing one, and all that's needed now is the final cutover, reports a pilot fish on the scene.

"A full week beforehand, messages detailing the instructions to use the system were sent out," fish says. "That included a broadcast message about the change and the temporary password everyone needed to use:

All voicemail passwords will need to be individually reset once the changeover has taken place. To reset your password, press the Message button and enter this temporary password: 4321, then follow the instructions for setting up your new password.

"All messages and greetings were transferred over on the night before the cutover. The system went live at 12:30 a.m. When the Message button was pressed, it gave a prompt that said 'Please enter your password, then press #.'

"The next morning, the help desk calls started rolling in, with people complaining they weren't able to log in to get their messages. Why was that? Because the written instructions didn't say to use the #, and the users were following those instead of the prompt message, so they couldn't get in.

"An updated broadcast message was distributed, specifying that users must press the # key..."

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