Adobe made some recent changes which resulted in a decline in customer service quality. We know that some of you have been impacted as you have contacted us via our forums, feedback email alias, and twitter. The product team is working hard to make sure your issues get resolved. We are responding to you directly and escalating your issues as necessary. We are also working closely with the support team to improve the quality of support you receive.
We wanted to share a letter from the VP of Customer Service, acknowledging and apologizing for the situation at hand.
Open Letter to Adobe Customers
Recently, however, our customers have experienced a level of service that is inconsistent with what they expect and deserve. This is unacceptable to us and we sincerely apologize for the inconvenience this has caused some of our customers. We are working diligently – in fact, teams are working around the clock – to resolve these issues. I’d like to thank all our customers who are sharing feedback and giving us the opportunity to respond. We appreciate your loyalty, support and willingness to make your concerns heard.
The updated Adobe Forums for Acrobat.com are ready! We look forward to continuing and improving engagement with the community via the forums.
Notable highlights of the new forums:
* Integration of Adobe ID for true single sign on to all forums
* Updated look and feel
* Email participation, including alerts and starting new discussions
* RSS feeds for many parts of the forum (topics, users, announcements, etc.)
* Rich text options: inline images and videos, file attachments
* Improved search capabilities including wildcard and fuzzy searches
* Earn points for participation that demonstrates expertise in the community
We’ve also implemented a new site devoted entirely to ideas, Acrobat.com Ideas, where you can submit your thoughts and vote on which features should be our top priority.
As the newly appointed Community Manager for Acrobat.com, the most important part of my job is to make sure your questions are answered and your feedback is heard. Consider all of the above as a statement of our commitment to an ongoing dialogue with you, the Acrobat.com user. Thanks so much for all the feedback and suggestions thus far… please keep it up! We truly appreciate it.
- Michelle Cardinal, Acrobat.com Community Manager
Screen sharing is one of the most, if not the most, important features of online meetings and something we continue to improve upon. We are excited to share with you the following ConnectNow screen sharing enhancements we’ve made based on your feedback.
Faster Screen Sharing. Some of you told us you were experiencing screen sharing delays when sharing with lower bandwidth or slow Internet connections. To improve the performance of screen sharing in these circumstances, we tuned our screen sharing algorithm so it transmits data more efficiently. The first time you enter your meeting room you will be asked to download the new add-in with improved screen sharing. You now have the option to optimize screen sharing for faster performance or for higher quality, with the default set to faster performance. You can change your screen sharing setting to higher quality by going to the meeting menu, selecting preferences, then screen share, then enable “high fidelity”.
We’re pleased to report that the newly announced Creative Suite will add collaboration capabilities offered by Acrobat.com.
Creative professionals will be able to work with others in real time using ConnectNow without leaving the Creative Suite 4 workspace and with no need for IT support or a company-wide web conferencing solution.
You can now access your ConnectNow meeting room directly from within CS4 applications to meet live over the web to share your screen, present creative concepts and ideas, and brainstorm with up to two online guests for no additional service charge. To share your screen with colleagues and clients from within most Creative Suite 4 products, choose File > Share My Screen. Guests can then see your desktop on their screens as you work. You can exchange ideas using the chat pod, add a live video or audio feed, or use the Whiteboard feature to enable guests to comment on content. You can even temporarily hand over control of the screen to a guest to collaborate on a file.
As an added convenience, Acrobat.com on Adobe AIR will be included with most of the Creative Suites, so you can launch ConnectNow from your desktop and use other Acrobat.com services including convenient file upload, storage and sharing of large files.
Today’s Workplace Challenges
These days it’s becoming much more common for people to work with other people who aren’t in the same location. There are many challenges that come with this. You no longer have the luxury of walking over to someone’s office or cube and having a face-to-face conversation. You no longer have team meetings in the same room where you can gauge people’s reactions to what you are saying, see if they are following along, or brainstorm new ideas on a white board. You can’t help feeling one step removed from the people you are meeting with when all you hear is their voice and try to follow along with what people are talking about.
So what can you do to improve the quality of your day-to-day interactions and meetings? That’s where using web conferencing comes in. It can dramatically improve your meetings and ad hoc collaboration by providing a visual representation of what you are talking about, bring the physical presence of the people to the meeting with web cams, and provide a place to capture meeting notes, share files and brainstorm ideas. With ConnectNow, web conferencing is now accessible to anyone. It’s free, sign up now!
For a hands-on look at ConnectNow, join me tomorrow for a live seminar at 11:30 EDT, 8:30 PDT. See our forum for session details.
Here are a few ideas on how you can make the most of your real-time collaboration sessions using ConnectNow.
Hi, I’m Karen, also known as KT, the product manager for Brio.
Last week we launched a preview of the next generation of Adobe Acrobat Connect, codenamed “Brio.” Brio is web conferencing solution built with collaboration in mind. Whether it is ad-hoc collaboration with remote colleagues, a weekly team meeting, or a sales call, Brio gives you the tools you need to work together as if you were in the same room. And because Brio is built on Adobe’s Flash platform, it operates inside most popular web browsers and operating systems. ‘Nuff said. If you haven’t checked it out yet, give it a spin!
Thank you, thank you, thank you! I want to thank all the people who have already signed up and provided feedback. It’s great to finally have the product available to the public and hear what you think! Please continue to use the product…and don’t forget to provide feedback and report bugs in the forums or by email at email@example.com.
Here’s what others are saying….
Robin Good says, “Kudos to Adobe for finally introducing a truly approachable SOHO solution…[which] not only integrates VoIP and teleconferencing facilities in Brio, but makes both of them free and accessible also from major European countries including the UK, Germany, France and more.”
Luca Mezzalira says, “It’s more easy to use, main functions are available like icons and it’s so fast! …you have a ‘widget’ to chat with others users, you can see other users…and you have a little control panel to manage [your room].Very cool!”
And if you are a developer you might be interested to know that Brio is built on the web services platform codenamed Cocomo. If you are interested in learning more about Cocomo, check out the Collaborative Methods blog.