RE: Client Updates-what do you do?

["Matt Horn" <mhorn -at- adobe -dot- com>]

> Our clients/customers use a website to view their 
> information. This website and the software are updated on an 
> irregular basis (about 3-4X per year). One of the issues that 
> I am facing is how to let our customer know what the changes 
> are and how they affect their functionality.
> Notifications on the main page of the website don't work and 
> mass emailings to the users have been complained about. (We 
> have over 150 companies using the website and close to 10,000 users). 
> We include User Guides and Release Documentation on the 
> Support link, but these are not accessed as much as we would like.
> Does anyone out there have a solution that works for them?
> How do you let your regular clients know about updates?

Set up an opt-in email list or offer an RSS feed would be my suggestion.
You could also set up a moderated email list (like on Yahoogroups or,
well, this group) and encourage users to join it. Or just live with the
(presumably small) number of complaints you get when you do an email
blast. Are clients really so upset about receiving an extra 3-4 emails
per year...from a company whose products they use?

Matthew J. Horn
Sr. Technical Writer
Adobe Systems, Inc.

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