CASE STUDY: John's Adobe experienceOptional case study: John's Adobe experience, a classic non-responsive online example.
Bill,
This is the first message I sent from Adobe's "Help" web site...
John
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From: John Carlson <graphics@gorge.net>
Date: Mon, 02 Oct 2000 18:37:41 -0700
To: <techdocs@adobe.com>
Subject: instructions
Help,
I've been getting a bunch of the following:
"...LiveMotion has unexpectedly quit, because an error of type 2 has occurred."
I'm just trying to get a "Sequence" generated by Adobe Dimensions 3.0 into liveMotion to animate it for the web (in Adobe GoLive).
There are 12 files, from 52k to 56k
Placing as Sequence - and it quits...
Dragging from Finder - and it quits...
Placing files individually - and it quits... even if I just try to "Place" every 3rd one... or just the first & last...
The Application memory has been bumped up to 60000...
System: Mac G4 350 - 192 ram - 10 gig hard drive - Mac OS9...
This has not been happening with any other application, and I don't have any extra whistles or bells in the system (extensions, etc.)
This is crazy.
John Carlson
Riverside Graphics
------------------------------------------------------------------
Bill,
This is what I got back...
John
---------
From: techdocs@Adobe.COM
Date: Mon, 2 Oct 2000 18:36:57 -0700
To: John Carlson <graphics@gorge.net>Subject: techdocs User's Guide
Thank you for using Techdocs.
Techdocs is a collection of technical and non-technical documents you can order and receive via e-mail. These documents, which are written and edited by members of Adobe's Customer Support organization, cover everything from troubleshooting instructions to product information to Adobe's support policies. Techdocs is available 24 hours a day, 7 days a week.
HOW TO USE TECHDOCS
Techdocs will send you up to three documents per request. To order documents from Techdocs:
1. Create an e-mail and address it to techdocs@adobe.com .
2. Type up to three document numbers in the Subject line of your e-mail. Make sure you enter just the document numbers (i.e., no additional characters or punctuation). For example: 216305 320009 100106 But not: #216305 document 320009 please send 100106 216305 243357 320009 100106
3. Leave the Body field blank (Techdocs doesn't read this field), and send your e-mail. When Techdocs receives your e-mail, it will retrieve the documents you've requested and send them in a reply e-mail. Please note that some documents may be temporarily unavailable as our writers and editors update them. If you didn't receive one or more of the documents you ordered, please reorder them at a later date.
DOCUMENT NUMBERS
To order documents from Techdocs, you need to know their document numbers. All document numbers are listed in the indexes below. Start by ordering one or more of these indexes. Then, look through the indexes and order as many documents as you'd like. But remember, Techdocs can only send you three documents per request.
Customer Support Document Indexes Customer Service, Sales, Support, and Product Information
Adobe Programs Document Indexes9001 Adobe Developer Association
401101 Adobe Instructor Certification
405100 Adobe User Group Program
190099 Learning Resources and Instructor Certification
Technical Support Document Indexes
110099 Macintosh and Windows Products
250099 Adobe Acrobat
340099 FrameMaker
350099 GoLive
180099 InDesign
280099 Illustrator
210099 Other Adobe Products
230099 PageMaker 4.x and 5.x
240099 PageMaker 6.x
290099 Persuasion
360099 PhotoDeluxe
270099 Photoshop
310099 Premiere and After Effects
260099 SiteMill and PageMill
320099 Type and Type Products========================================
Information sent from Adobe via techdocs@adobe.com is property of Adobe.
Copyright (c) 1995-99 Adobe Systems Incorporated. All rights reserved.
Adobe is a trademark of Adobe Systems Incorporated. All brand or product names used in technical records are trademarks or registered trademarks of their respective holders.
========================================
End of User's Guide
Bill,
Since there wasn't a "Tech Doc" for LiveMotion, I requested the "Other" category... Here's what I got...
John
----------
From: techdocs@Adobe.COM
Date: Mon, 2 Oct 2000 21:24:52 -0700
To: John Carlson <graphics@gorge.net>Subject: techdocs Document 210099
Title: 210099 TechDocs Index: Other Adobe Products
The Adobe technical support documents listed below are available from the following sources:
-- Adobe Technical Solutions database on the World Wide Web at www.adobe.com/support/database.html
-- Adobe's auto-response e-mail system, Techdocs, at techdocs@adobe.comEach document's number appears to the left of its title. You'll need the number to order a document from Techdocs, and you can use the number to search for a document on the Adobe Web site. To order a document from Techdocs, include only the document number in the subject line and address the e-mail to techdocs@adobe.com.
All Products
110099 Mac OS and Windows Products (Document Index)
ImageReady for Mac OS
322519 Animated GIF Files Created In ImageReady 1.0.x Have a Larger File Size Than Expected
321689 Animated GIFs Play Slowly in ImageReady 1.0.x
320881 How to Troubleshoot System Errors or Freezes in ImageReady for Mac OS
21771 ImageReady 1.0 Installer Freezes While Installing the Icon File in Mac OS
319153 Invalid Serial Number Error When Installing ImageReady, ImageStyler, PhotoDeluxe, or Photoshop
322163 JPEG Images Are Fuzzy or Contain Color Bands in the America Online Web Browser
322468 Rebuild Optimized Colors Command Dimmed After Deleting a Color In ImageReady 1.0.x
321652 Using an Action or Droplet to Save Files in ImageReady 1.0.xImageReady for Windows
322519 Animated GIF Files Created In ImageReady 1.0.x Have a Larger File Size Than Expected
321689 Animated GIFs Play Slowly in ImageReady 1.0.x
322341 Error "Cannot batch process..." or "Access to the Specified Device, Path, or File Denied" When Dropping Files Onto a Droplet in ImageReady
320882 How to Troubleshoot System Errors or Freezes in ImageReady for Windows 95
320883 How to Troubleshoot System Errors or Freezes in ImageReady for Windows NT 4.0
319153 Invalid Serial Number Error When Installing ImageReady, ImageStyler, PhotoDeluxe, or Photoshop
322163 JPEG Images Are Fuzzy or Contain Color Bands in the America Online Web Browser
322468 Rebuild Optimized Colors Command Dimmed After Deleting a Color In ImageReady 1.0.x
316224 Simplifying Windows 95 to Troubleshoot Errors in Photoshop, ImageReady, or ImageStyler
321652 Using an Action or Droplet to Save Files in ImageReady 1.0.xImageStyler for Mac OS
322161 Animated GIFs Don't Play in Files Exported from ImageStyler 1.0
322156 Error "File contains invalid data" When Placing ImageStyler Image in PageMaker
322534 ImageStyler 1.0 Object With No JavaScript Action Unexpectedly Activates a Nearby Object's Action
319153 Invalid Serial Number Error When Installing ImageReady, ImageStyler, PhotoDeluxe, or Photoshop
322366 JavaScript Actions From ImageStyler 1.0 Do Not Rollover in Web Browsers
322165 JavaScript Rollover Actions Created in ImageStyler Don't Work in 3.0x Web Browsers
322163 JPEG Images Are Fuzzy or Contain Color Bands in the America Online Web Browser
322141 Slower than Expected Screen Redraw in ImageStyler 1.0
22014 Two Tools are Selected in the Toolbox in ImageStyler1.0 for Mac OS
322785 Unable to Preview ImageStyler 1.0 Batch-Replaced Text Images in PageMill 2.0
322154 Web Browsers Don't Display Photoshop Images Saved from ImageStylerImageStyler for Windows
322161 Animated GIFs Don't Play in Files Exported from ImageStyler 1.0
322264 Deinstalling ImageStyler 1.0 in Windows 95, Windows 98, or Windows NT 4.0
322156 Error "File contains invalid data" When Placing ImageStyler Image in PageMaker
322193 Error "You need a newer version of COMCT32.DLL to run." When Starting ImageStyler 1.0
322190 How to Troubleshoot System Errors or Freezes in ImageStyler for Windows 95
322332 HTML or Image File Exports to Incorrect Folder, Name, or Both From ImageStyler 1.0 for Windows 322534 ImageStyler 1.0 Object With No JavaScript Action Unexpectedly Activates a Nearby Object's Action
319153 Invalid Serial Number Error When Installing ImageReady, ImageStyler, PhotoDeluxe, or Photoshop
322366 JavaScript Actions From ImageStyler 1.0 Do Not Rollover in Web Browsers
322165 JavaScript Rollover Actions Created in ImageStyler Don't Work in 3.0x Web Browsers
322163 JPEG Images Are Fuzzy or Contain Color Bands in the America Online Web Browser
316224 Simplifying Windows 95 to Troubleshoot Errors in Photoshop, ImageReady, or ImageStyler
322141 Slower than Expected Screen Redraw in ImageStyler 1.0
322785 Unable to Preview ImageStyler 1.0 Batch-Replaced Text Images in PageMill 2.0
322154 Web Browsers Don't Display Photoshop Images Saved from ImageStylerStreamline for Mac OS
323325 Selected Area of a Raster Image Flashes in Streamline for Mac OS
==================================================
Information sent from Adobe via techdocs@adobe.com is property of Adobe.
Copyright (c) 1995-99 Adobe Systems Incorporated. All rights reserved.
Adobe is a trademark of Adobe Systems Incorporated. All brand or product names used in technical records are trademarks or registered trademarks of their respective holders.
==================================================
End of Document 210099
P.S.: Finding no solution to his animation problem from "Adobe's Customer Support organization", John used different software to complete the project. I learned about this example because - - I was the client. John was working on my presentation for the University of Cincinnati's Administrative Services.
Have you got an example of either extremely good OR bad service? Send it to me. If I use it in the TIPS newsletter I will send you a free autographed copy of Common Sense Managing.
© Growth Associates 802 Mollie Street Hood River, OR 97031 [541] 386-1117
Bill Werst founded Growth Associates, an international consulting firm specializing in practical and lasting customer driven organizational improvement, in 1973. He may be reached at 541-386-1117 or bill@growthassociates.org.
Bill’s second book, Common Sense Managing: Simple Actions That Produce Results, blasts through twenty years of management trends with proven simple common sense leadership tools and actions that produce lasting results. Available at http://www.growthassociates.org or www.amazon.com