Just sent this to Scott Yoho, who always responds respectfully and
cordially.
Dear Scott,
I don't know Jim Bruce's email address, or I'd have sent this to
him. Feel free to forward it.
Jim explained (in a phone conversation some time ago) how the new web
based support system was supposed to work - that it would allow MM to
keep better track of problems and to organize the communication in a
way that was anticipated to be an improvement.
It is not.
It is unnecessarily complicated, requires filling out multiple
questions (once ought to be enough - If you can keep track of other
things, you ought to be able to keep track of our computer systems
and Finale versions as well), and is about as off-putting as I can
imagine. The result is that your customers will feel alienated,
unheard, and uncared-for. This cannot have been your intention, but
I wonder at how blinded by their own needs, and by how things look
from their perspective, the designers of such a system can be.
Doesn't anyone try to imagine how this appears to someone using this
from the other side?
I am not alone in having this experience. I just know that you
listen to me (for which I am always grateful), so I am taking
advantage of that to communicate on behalf of a number of people who
share this point of view. I imagine it should be possible to
maintain the advantages of this system on your side, and still make
it user friendly from the other side. Please try.
Thanks for listening.
Chuck
Chuck Israels
230 North Garden Terrace
Bellingham, WA 98225-5836
phone (360) 671-3402
fax (360) 676-6055
www.chuckisraels.com
_______________________________________________
Finale mailing list
[email protected]
http://lists.shsu.edu/mailman/listinfo/finale
