Chuck,
That is very well worded -- have you ever considered entering politics?
You'd be a natural, if this is any indication of your approach to
unpleasant situations.
Thanks for sending that message -- if that doesn't get a response, then
I don't think anything would!
David H. Bailey
Chuck Israels wrote:
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
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David H. Bailey
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