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

Subject: RE: Follow-up to question about getting feedback from users
From: "Sharon Burton" <sharon -at- anthrobytes -dot- com>
To: "'Combs, Richard'" <richard -dot- combs -at- Polycom -dot- com>, "'Robert Lauriston'" <robert -at- lauriston -dot- com>, <techwr-l -at- lists -dot- techwr-l -dot- com>
Date: Thu, 24 Sep 2009 16:57:38 -0700

Wow, the personal hit seriously wasn't called for or needed.

I totally admit there are things about Feedback I don't understand or know.
It may be that when accessing local stuff, something appears. I was product
manager for other products and so am not as advanced in Feedback as I wanted
to be.

But I'm not a MadCap employee, just a consultant, so I'm not "promoting"
anything.

Mike Hamilton is traveling so I can't call and ask him but he's the one who
would know. Or you can call sales and ask them for specifics. I may not
understand or may not be explaining things clearly. Always possible.


sharon

Sharon Burton
MadCap Software Product Consultant
Managing your content, one topic at a time
www.anthrobytes.com
951-369-8590
IM: sharonvburton -at- yahoo -dot- com
Twitter: sharonburton


-----Original Message-----
From: techwr-l-bounces+sharon=anthrobytes -dot- com -at- lists -dot- techwr-l -dot- com
[mailto:techwr-l-bounces+sharon=anthrobytes -dot- com -at- lists -dot- techwr-l -dot- com] On
Behalf Of Combs, Richard
Sent: Thursday, September 24, 2009 3:57 PM
To: Robert Lauriston; techwr-l -at- lists -dot- techwr-l -dot- com
Subject: RE: Follow-up to question about getting feedback from users

Robert Lauriston wrote:

> This isn't about you as the docs manager. It's a privacy issue for the
> customer.
>
> When your customer is browsing your Web site, they're accessing your
> computer, and you're monitoring that use, which (absent local laws and
> any privacy policies to the contrary) is your right.
>
> When your customer is using a local help file, collecting feedback
> without permission is an invasion of their privacy.
>
> Any promise that the data will be used only in aggregate must be
> backed up by a written privacy policy that the user has a chance to
> read before agreeing to have the data collected.

Not only does it collect data without permission, and with no privacy
policy or other protections for the user -- it apparently does this
_surreptitiously_, without the user's _knowledge_.

I'm just gobsmacked that a seemingly reputable company would promote
such a "feature" and that a seemingly intelligent person can't see the
ethical and legal problems with it.

Richard


Richard G. Combs
Senior Technical Writer
Polycom, Inc.
richardDOTcombs AT polycomDOTcom
303-223-5111
------
rgcombs AT gmailDOTcom
303-777-0436
------






^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^

Free Software Documentation Project Web Cast: Covers developing Table of
Contents, Context IDs, and Index, as well as Doc-To-Help
2009 tips, tricks, and best practices.
http://www.doctohelp.com/SuperPages/Webcasts/

Help & Manual 5: The complete help authoring tool for individual
authors and teams. Professional power, intuitive interface. Write
once, publish to 8 formats. Multi-user authoring and version control!
http://www.helpandmanual.com/

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^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^

Free Software Documentation Project Web Cast: Covers developing Table of
Contents, Context IDs, and Index, as well as Doc-To-Help
2009 tips, tricks, and best practices.
http://www.doctohelp.com/SuperPages/Webcasts/

Help & Manual 5: The complete help authoring tool for individual
authors and teams. Professional power, intuitive interface. Write
once, publish to 8 formats. Multi-user authoring and version control! http://www.helpandmanual.com/

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Follow-Ups:

References:
Follow-up to question about getting feedback from users: From: Donna Marino
RE: Follow-up to question about getting feedback from users: From: Sharon Burton
RE: Follow-up to question about getting feedback from users: From: Dan Goldstein
RE: Follow-up to question about getting feedback from users: From: Sharon Burton
Re: Follow-up to question about getting feedback from users: From: Robert Lauriston
RE: Follow-up to question about getting feedback from users: From: Combs, Richard

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