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Web Assist not available to IE6 users

Thread began 10/01/2009 7:45 pm by Reynold | Last modified 10/06/2009 12:42 pm by Reynold | 3448 views | 19 replies

Office Guy-172461

It should be no surprise that most of the customers of a company that sells developer tools, are developers. That does not mean that only developers can benefit from the tools.

It does mean that it makes sense to structure your products and support to serve the needs of the target customer base. When a non-developer comes into a store that caters to developers, it is best to come in with a willingness to learn, rather than expect everyone to adapt to your needs.

To learn how to use a tool, a better use of time would be to ask questions instead of focusing on how hard it is for the beginner. If the documentation is lacking, it puts a burden on support and will likely be revised in the future.

Focusing on the effort it takes to learn something new, is counterproductive at best. Asking how to accomplish something, helps everyone in a similar situation. Complaining about tools not being simple enough for beginners, wastes time that could be spent learning to use the tools.

Constant digs at the people that know how to help, is also counterproductive. I expect that the people at WebAssist have been running their business long enough to know what they are doing. If they listened to all the people that tried to change their business model, I'm sure that there would be a lot of people out of work by now.

Putting ideas into the suggestion box is fine as long as it's done with the knowledge that you have no way of knowing as much about their business as they do.

Trying to tell people how to do something that you haven't fully learned, adds to the confusion. If a poster is already getting help, it is best to let them complete the diagnostic process before sending them off in a different direction. The focus should always be on solving the issue of the original poster. Complaints can be addressed in a separate thread.

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