Re: Follow-up to question about getting feedback from users

[Robert Lauriston <robert -at- lauriston -dot- com>]

"The users never know it's happening and it's completely non-intrusive."

Excuse me? If an application is tracking something I do without my
permission and submitting it to the vendor or a third party, that's an
intrusion. That sort of thing has to be opt-in or it's a violation of
trust. In some places, I believe it's illegal.

How does the app submit the information it collects? If it "phones
home" using the Internet, my security software would trap it and ask
if I wanted to allow the communication. If I had not previously opted
in, I'd be on the phone to the vendor immediately.

On Thu, Sep 24, 2009 at 1:00 PM, Sharon Burton <sharon -at- anthrobytes -dot- com> wrote:
> It's not tracked like "we know who you are and we'll visit you at home one
> dark and cold night". It's tracked like usage statistics, searches, keywords
> and so on. You can see what users are looking for, where they are going in
> the help to find it, what aren't they finding, where do they spend time in
> the help docs, what do they never ever look at, and that sort of stuff.
>
> The users never know it's happening and it's completely non-intrusive.
>
> If you're interested, go look at MadCap's site or call the sales desk and
> talk to them. It's an amazing product that helps you find out what your
> users are doing, as tho you were looking over their shoulder while they use
> the help.
>
> sharon
>
> Sharon Burton
> MadCap Software Product Consultant
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