RE: in search for better tools

Subject: RE: in search for better tools
From: "Sharon Burton" <sharon -at- anthrobytes -dot- com>
To: "'Robert Lauriston'" <robert -at- lauriston -dot- com>, 'GILLIOTTE Valérie' <vgilliotte -at- mega -dot- com>, <techwr-l -at- lists -dot- techwr-l -dot- com>
Date: Wed, 9 Dec 2009 08:01:36 -0800

I work part time for MadCap Software.

To clarify about Feedback Server - the only tracking that Feedback does is
the exact same usage stats that all websites also track. Nothing is sent to
MadCap Software, unless you the help author have opted to use MadCap's
secure server. You the help author can install Feedback on your server and
the general usage stats go to your server.

If and only if you the help author have enabled Feedback reporting in Flare
and if and only if you the help author have Feedback, and if and only if
your user has a web connection, then basic usage is reported. The same usage
reports that every single web server collects and reports about for all web
sites.

These website stats are blinded, in that no personal information is
included. You the help author can see that 50 people looked at Topic A while
no one looked at Topic B. You the help author can see that 15 people
searched for the word "Banana" in your help system.

You the help author cannot see *who* went to what pages, nor can you see
*who* searched for what. In no way is your users privacy impinged or
violated. These are aggregate reports, not person reports.

Just to clarify.

I can provide a link to the website reporting for my personal website if you
would like to see an example of the data all web sites collect and report.
In no way does my server company use Feedback, but because they are a good
hosting company, they do use a reporting tool that reports basic data for my
website.


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 Robert Lauriston
Sent: Tuesday, December 08, 2009 8:34 PM
To: GILLIOTTE Valérie; techwr-l -at- lists -dot- techwr-l -dot- com
Subject: Re: in search for better tools

How exactly do you think Flare would work for this particular
requirement better than FrameMaker, outside of your general preference
for it?

I was shocked to learn that Flare's feature for tracking help system
usage sending the log back to the software vendor does not get an
opt-in from the user, or even inform the user that it is doing that.
Sure, you can work around that by not using the feedback feature, but
a company making development tools for the corporate market should
know better.



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Follow-Ups:

References:
in search for better tools: From: GILLIOTTE Valérie
RE: in search for better tools: From: Combs, Richard
RE: in search for better tools: From: GILLIOTTE Valérie
Re: in search for better tools: From: Robert Lauriston
RE: in search for better tools: From: GILLIOTTE Valérie
RE: in search for better tools: From: Combs, Richard
Re: in search for better tools: From: Robert Lauriston
Re: in search for better tools: From: beelia
Re: in search for better tools: From: Robert Lauriston

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