When I was at the Skirball Cultural Center and we were testing out our new children’s exhibit Noah’s Ark my favorite tool was my camcorder.  No one could say “I think they do this” or “I think they do that” because we saw what they were doing in the video.  If you want to convince someone, make a presentation to your boss or learn something yourself, take a lesson from Google, ask your users and video tape the answers.