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Hi,
I had an interesting discussion on twitter with an Agency yesterday who didn't use our technology, but employed some Freelance translators who did. The Agency gets support questions from their translators and this takes time out of their busy routines even though they don't know how to answer the questions anyway. So knowing where to find help is something we want everyone to know.
I think SDL provides a phenomenal amount of support and users are able to get help with or without a support contract in many places. This blog article, SDL Sustenance, provides a good overview so I won't repeat it here and there are also various facebook sites set up as unofficial help resources, many of which we also participate in.
So my question is why do people still think you can't get help or support for SDL products? For me this very statement is a source of frustration when I think about how much we do. We even email our userbase on a regular basis with information on the resources available and I can only think it's because people don't even look at what they have already been given. Or maybe it's just because it's easier to ask the people they work with on a daily basis and this is very often the Project Managers in an Agency.
What's your view on this and what could we do that would make it more obvious so you don't ask in all the places that really can't help you at all!
For all the Project Managers out there who might be reading this I'd recommend you keep a note of the link to this community... it could be the easiest solution you'll ever have!
Paul Filkin | RWS Group
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