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Re: Follow-up to question about getting feedback from users
Subject:Re: Follow-up to question about getting feedback from users From:quills -at- airmail -dot- net To:TECHWR-L <techwr-l -at- lists -dot- techwr-l -dot- com> Date:Thu, 24 Sep 2009 22:22:59 -0500
I believe, that in the EU, this sort of software is illegal. It is
borderline illegal in the U.S. The reaction of people finding out that
this software is extant in MadCap software should be indicative of how
the customer would view it.
Scott
Robert Lauriston wrote:
> "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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