• Replies 6 replies
  • Subscribers 436 subscribers
  • Views 5159 views
  • Users 0 members are here
Options
Related

Getting started and finding help?

Paul

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

________________________
Design your own training!
You've done the courses and still need to go a little further, or still not clear? 
Tell us what you need in our Community Solutions Hub

Rate translation
×
Suggest better translation
×
Moderator UI
×
  • Get AI Suggestion
Parents

  • Hi Paul,

    I've just seen your link over at proz.com. Until now, I hadn't heard about "SDL Community" - maybe this is a case of "people don't even look at what they have already been given"...

    Anyway, the first thing that springs to my mind is that logging a support case (I have a PSMA) on the support website is such an incredibly clumsy, unintuitive and complicated process in so many ways that this is something like a very last resort - it's usually quicker to ask everybody else first. I won't go as far as saying that this has been done intentionally to "protect" support team members from too much work ;-)

    Just my 2 cents,
    regards,
    Erik
  • in reply to Erik Freitag

    Unknown said:
    I won't go as far as saying that this has been done intentionally to "protect" support team members from too much work ;-)

    Hello Erik,

    Since you posted this we've already had half a dozen requests from the support team asking for you to be given a job here... they're all very supportive of your ideas on reducing their workload ;-)

    Seriously though, you do make some good points about the usability of our current system.  Since I've been at SDL this is the fourth support system we have implemented as a result of the company growing and having different needs.  Since this one was introduced we have been looking at how we ensure we have one system to cater for all the different parts of our business, and types of questions people come with so that it's the same simple process for everyone.  This has been quite an involved process for the support teams in all the parts of the business but we're getting there.

    So thank you for this feedback which confirms what we know from our support engineers who are all too aware of this already.  If anything the usability adds to their workload and not the other way around!!

    Paul Filkin | RWS Group

    ________________________
    Design your own training!
    You've done the courses and still need to go a little further, or still not clear? 
    Tell us what you need in our Community Solutions Hub

Reply
  • in reply to Erik Freitag

    Unknown said:
    I won't go as far as saying that this has been done intentionally to "protect" support team members from too much work ;-)

    Hello Erik,

    Since you posted this we've already had half a dozen requests from the support team asking for you to be given a job here... they're all very supportive of your ideas on reducing their workload ;-)

    Seriously though, you do make some good points about the usability of our current system.  Since I've been at SDL this is the fourth support system we have implemented as a result of the company growing and having different needs.  Since this one was introduced we have been looking at how we ensure we have one system to cater for all the different parts of our business, and types of questions people come with so that it's the same simple process for everyone.  This has been quite an involved process for the support teams in all the parts of the business but we're getting there.

    So thank you for this feedback which confirms what we know from our support engineers who are all too aware of this already.  If anything the usability adds to their workload and not the other way around!!

    Paul Filkin | RWS Group

    ________________________
    Design your own training!
    You've done the courses and still need to go a little further, or still not clear? 
    Tell us what you need in our Community Solutions Hub

Children
No Data