Converting Documents to Hypertext

Don't change the formatting unless it actually helps the document

If your customers have been using this document for a while, they've probably gotten used to its current format. Unless you have received negative comments (from usability testing or from customer feedback), don't change things like:

• the order items appear in the document
• formatting cues

unless you are very sure that this will help the customer. Minimizing document formatting changes can minimize conversion resistance; the customer will be familiar with the style and be more comfortable. It may be better let things be to initially and to make major formatting changes in subsequent document releases.