Holy cow, I wrote a book!
I don't know why it happens, but it happens with disturbing frequency.
A customer wants to report a problem, and then illustrate it with a
screenshot or two,
but instead of attaching the screenshots,
they paste the screenshots inside a Word document
(and for some reason it's always Word)
and then attach the Word document.
It's not a Christmas present.
People aren't going to say "Wow, I wonder what's inside?
I'm brimming with anticipation!"
They're going to say,
"Oh great, I can't even see the screen shot.
I have to download the attachment,
scan it for viruses,
then load it into Word.
Oh wait, this is a Word 2007 document and I only have Word 2003;
let me run the converter first.
Okay good, now I can open the document to see, oh, look, it's a picture."
Most people won't bother.
And then you're going to wonder why
nobody answered your first message.
If you insist on attaching the pictures,
just attach them directly.
And use a compressed image format like
JPG or PNG, please.
Don't send uncompressed screenshots; they are ridiculously huge.
Cropping the image to the relevant portion of the screen helps, too.
(This is very easy to do with the
In March of this year, a customer wrote,
"I have attached a Word document that describes the problem."
(Hey, here's an idea: Why not describe the problem in your
The Word document contained a screenshot.
The screenshot was of an email message.
The email message contained a screenshot.
Bonus remark from the customer liaison:
"Once you open the document, you may need to zoom it further to read it."
Wooden table not included.