From:

 Darren Harris

Subject:

  RE: What to expect from GW-INFO

Date:

 Wed, Mar 28, 2007 11:33:01 am

Yes I find that problem a lot actually. I think that search functions
overall are quite a limit. Sometimes I just use the find function on my
screen reader. Up until just on a month ago that was jaws

-----Original Message-----
From: Kevin Huber [mailto:khuber@sympatico.ca]
Sent: 28 March 2007 15:53
To: gw-info@gwmicro.com; Chris Jenkins
Subject: Re: What to expect from GW-INFO


Hi:
The only problem I have with that approach is that sometimes, when I am
looking for something in the help documentation, I don't know how to
word
the question in such a way that the help program understands what I am
looking for.
Kevin Huber

----- Original Message -----
From: "Chris Jenkins"
To:
Sent: Wednesday, March 28, 2007 3:18 AM
Subject: RE: What to expect from GW-INFO

Hello Doug.

I agree with you that someone should reference the manual first before

posting a question to the list. However I think more people would use

the manual first if you could ask the manual a question and the manual

would then bring up a list of relevant topics. For example I use
Microsoft Outlook as my e-mail client and I can open the help file,

ask a question such as "how do I create a new e-mail account?" Once I

type in the question and click the go button the topics that are
related to create in an e-mail account are returned for me to view.

In summary Microsoft created their help systems to accept a question

with the keywords that you are looking for included and I think that
all help systems should be this way. It is my opinion that it is

easier for someone to think of a question to ask a manual than to have

to come up with a keyword to search for.

-----Original Message-----
From: Doug Geoffray [mailto:geoffray@gwmicro.com]

Sent: Tuesday, March 27, 2007 11:29 AM
To: gw-info@gwmicro.com

Subject: What to expect from GW-INFO

There has been a thread regarding how support should be handled on
this list. It started with a question on drag and drop and one of our

support representatives gave the drag and drop section number in the
Window-Eyes manual. This then started a flood of emotional emails. I

thought I would jump in with my comments.

There are many people that feel this list is a replacement for the
manual. They feel if they ask any question on this list they should

get a high quality step by step answer as if they called our support
department directly. On the other end there are people who don't

expect anything but gladly take what they can get.

We did not create this list to be a replacement of the manual. This
list was designed to be another tool to help understand GW Micro

products. To me, it makes perfect sense to reference the section of
the manual if such a section exists. What is wrong with that? The

manual is the best resource for any Window-Eyes problem. Now if you
read the section of the manual and

still have issues then that is an entirely different thing. But to
not

even
read the section and demand that something be written from scratch

every

time a question is asked is just not possible. And remember, this
wasn't

the first time a question on drag and drop was asked.

If the question starts, I read the section in the manual but I still
don't understand how you do blah then of course we can adjust and

adapt to the individual's wants and needs. But to not even assume the

manual should be referenced is just not acceptable in my mind. Again,

this list is another tool and not a manual replacement.

It is amazing how many people don't read the manual just because it is

called a manual. We have worked very hard on the manual and it is
frustrating when I find that so many people haven't even looked at one

single word in it and expect this list to give them everything in the
manual. Our support department just doesn't have the resources to do

this. If other list members choose to write up step by step
instructions and basically duplicate what is in the manual then you

should consider this a plus but you should not expect or demand it as
the norm.

Bottom line, we want to help you learn and by giving you the section

of
the

manual we consider this the first step. If you truly use this as the
first

step and still have issues then by all means we'll take the second
step.

Who knows, the more you read the manual, the more comfortable you
become

with the manual and the more self sufficient you may become! Isn't
that

the
goal here?

Regards,

Doug

Doug Geoffray

GW Micro, Inc.
Voice 260-489-3671

Fax 260-489-2608
http://www.gwmicro.com

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