In the recent past, there have been increasing incidences of dissatisfaction with Adobe's customer support. I've personally tracked and escalated some of this chatter from forums like Twitter and Facebook (Ellen, we heard you :)). Below is an open letter, from Adobe's VP for Tech Support- Lambert Walsh, on what is being done to address this situation.
Here’s another way of sharing your expertise with other Captivate and eLearning Suite users! The Adobe Community Publishing 1.1 beta is live. This new AIR app lets anyone with an Adobe ID publish content on Adobe products and technology directly to Adobe.com. You can contribute tips, movies, code snippets and more with easy-to-use templates. Plus, everyone in the community can rate and comment on contributions. This will help get you featured on our community pages and with enough contributions be on your way to becoming an Adobe Community Expert.
Contributing is easy
1. Download the Community Publishing app: http://www.adobe.com/community/publishing/download.html
2. Author your tip using a simple template
3. Publish it to adobe.com
Contributions are moderated by community experts. Content goes live within minutes and is automatically added to community help search. Exceptional contributions will be promoted in Help & Support pages, Developer Connection, Design Center, and considered for inclusion in Adobe partner publications. Also, if you are currently active on the adobe.com forums, and are interested in becoming a moderator for the Adobe Captivate Help and Support pages, do drop me a line.
Context - Self-service success is at an all-time low with an industry average of 40%. Self-service Knowledgebases today are mostly based on text based formats - PDF, Doc and HTML.
In this webinar, we will talk about how Captivate has helped create rich media content/videos in knowledgebases to deliver great results on self-service metrics and improving training efficiencies - with no special skills required. The webinar will also show 'how-to movies' can help in increasing resolution rates and agent productivity.
John Ragsdale, VP - Technology Research, SSPA and I will be speaking in this webinar.
If you work in the Operations/Quality/Training department in support organizations, you should attend this webinar.
When: Thursday, August 13th, 2009, 9 AM US/Pacific
You can register for the webinar by clicking here.
