Comment by metabagel
5 hours ago
I hope you're not blaming the users. It's understandable they would be confused. The software needs to clarify it for the user. Perhaps, when you try to save it, it should warn you that it looks like you tried to redact text, and that text is still embedded in the document and could be extracted. And then direct you to more information on how to complete the redaction.
The link in the comment you are replying to has a screenshot of exactly this. it’s a prompt with a checkbox asking you to delete the metadata and hidden info involved with the redaction. you’d have to blaze past that and not read it to make this mistake. It is user error.
I guess if you really want to defend users here you could say people are desensitized so much by popup spam that a popup prompt is gonna just be click through’d so fast the user probably barely recognizes it, but that’s not the software’s problem. For whatever reason some users would prefer to just put black boxes over obfuscated text, so here we are
The software could do better, sure, but in this case the accountability clearly falls on the lawyers. It's their job - and it's a job that can profoundly impact people's lives, so they need to take it seriously - to redact information properly.
Professional users doing more than 1 document? Yes, I'm absolutely blaming them.
I agree that affordances are good, but tools are tools, they can have rough edges, it's okay that it occasionally takes more than zero knowledge and attention to use them.
Adobe's contempt for users strikes again.
We have 30 years direct evidence that the users would ignore that warning, complain about the computer warning them too much, insist that the warning is entirely unnecessary, and then release a document with important information unredacted.
The problem is that the user generally doesn't have a functioning mental model of what's actually going on. They don't think of a PDF as a set of rendering instructions that can overlap. They think it's paper. Because that's what it pretends to be.
The best fix for this in almost any organization is the one that untrained humans will understand: After you redact, you print out and scan back in. You have policy that for redacted documents, they must be scanned in of a physical paper.
The problem is that the user generally doesn't have a functioning mental model of what's actually going on
Sorry, but a professional user not having an operational understanding of the tools they're working with is called culpable negligence in any other profession. A home user not knowing how MS Word works is fine, but we're talking desk clerks whose primary task is document management, and lawyers who were explicitly tasked with data redaction for digital publication. I don't think we should excuse or normalize this level of incompetence.
I don't expect radiologists to have a good understanding of the software involved in the control loops for the equipment they operate. Why should a lawyer have to have a mental model or even understand how the pdf rendering engine works?
Have you ever had to actually react a document in acrobat pro? It's way more fiddly and easy to screw up than one would expect. Im not saying professionals shouldn't learn how to use their tools, but the UI in acrobat is so incredibly poor that I completely understand when reaction gers screwed up. Up thread there's an in complete but very extensive list of this exact thing happening over and over. Clearly there's a tools problem here. Actual life-critical systems aren't developed this way, if a plane keeps crashing due to the same failure we don't blame the pilot. Boeing tried to do that with the max, but they weren't able to successfully convince the industry that that was OK.