Hello, Alan:
I just wanted to say that this is one of the best written
statements I have seen in a very long time. Also, I would like
to thank Andy Riden who quietly takes our suggestions, and is
doing more with them than most of us realize. Though we all get
upset with this product at times, I've not seen better dedication
anywhere. We all have a "wishlist", and this is what makes the
product what it is.
Again, I am pleased to see a response that is a positive one, and
also reflecting the needs.
Kind Regards,
Rhonda Clark
----- Original Message -----
From: "FunGuy" <[EMAIL PROTECTED]
To: "Rob Lambert" <[EMAIL PROTECTED]>,
<[email protected]
Date sent: Sun, 25 Feb 2007 21:54:03 -0800
Subject: [Braillenote] Response to Rob
Hi Rob:
I think you raise a very valid concern. Companies like hw need
talented
product managers who know how to listen to customers and
articulate there
concerns to the company. These people also need to be able to
relate the
company's products to customers. Most of all, customers need a
strong
advocate within the company that can work with the top
management. That's
not as easy as it sounds!
There is another side though; companies need a product manager
who
understands the technology; but who also knows how to find the
sweet spot
between real value for the customer and a reasonable profit for
the company.
Often customers have a tough time recognizing that if a company
like HW
isn't profitable it can't be a strong force to serve us. In
fact, I would
argue that looking after the long term health of the company is
the most
important job for a blindness product manager. That is no excuse
for
intentionally releasing a product long before it's time though.
Unfortunately, the blindness product manager job is
not a solo, it's a trio or a quartet. Top management and the
customers and
the sales channel have to be well balanced or the results will be
less then
pleasing. One of the biggest challenges for a blind person as a
product
manager for blindness products but reporting to sighted people
who don't use
the products is representing the needs of all customers without
relying
totally on his or her biases oar opinions. Even when the
individual does
that it's easy for top managers to accuse the blind product
manager of being
a premadonna. We are such a small group and traditional data
gathering
techniques such as customer surveys can be twisted to show what a
given
researcher wants to know. Experience, common sense, good human
relations,
but most of all a deep knowledge of how the products are used and
what is
practical are all needed qualities in a blindness product
manager. I have
great respect for HW's management as I haven't seen them publicly
say
anything negative about Jonathan; but I am certain there is more
to the
story and the less both sides say about it the better.
All of that being said, I can assure you that Human Ware's long
term
commitment to it's customers is much more significant than any
one person.
I can tell you that
I am a long time observer and participant in this industry and I
have much
more confidence in HW then FS. That is significant as when you
buy one of
these products you are entering a long term relationship.
I can also tell you that there is a lot more to a great product
manager then
PR. Think of it this way, just because a doctor has a great bed
side manner
(perhaps better than any other in the hospital) that doesn't mean
he is the
most skilled physician. That isn't meant as a dig against
Jonathan,it's
just meant to help you look at the issue differently.
Alan Holst
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