TechSmith steps up to the plate

TechSmith produces a couple of tools that are important in my tech writing workflow including Snagit (probably the best stand-alone screen capture software available, approved in my opinion) and Jing (a simple program for sharing quick screen captures and screencasts (video).

I complained last week about Jing’s latest release, and how when I capture small videos and play the SWF file directly, the video scales to the browser viewport size. So videos that I had captured at 300×200 pixels were being displayed six times their size in my web browser, and like 10 times their size on my boss’s monitor.

I’ve had an extended conversation with TechSmith’s support department over this issue, and then yesterday I received an e-mail from a developer who is working to resolve the problem.

We’ve now written back and forth a couple of times, discussing ideas to resolve the problem.

I’ll wait until the next release of Jing to decide what I think about this whole issue, but I wanted you to know that what I think TechSmith is getting right, so far, is  how they are handling my complaint. I feel like my concern has been not only heard, but is being acted upon.

In the end, TechSmith will have to make a decision on how to proceed based on what they think is best. But at least I know that my voice has been heard and considered.

Thanks, TechSmith.

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5 Responses to TechSmith steps up to the plate

  1. Betsy Weber January 21, 2009 at 12:31 pm #

    Hi Paul –

    I’ve also let the Jing Product Manager and team know your feedback. We’re listening.

    Feel free to drop me a line anytime with feedback. I appreciate it!

    Betsy Weber, Chief Evangelist
    TechSmith Corporation

  2. Mike JP January 29, 2009 at 10:03 am #

    Darn – I was just about to suggest Jing to a bunch of business specialists as a way of contributing ideas for training collateral.

    This is, as you say, extremely serious – as in total show-stopper.

    Much as I appreciate TechSmith’s response, it’s neither a fix nor a patch. bugs get a commitment-to-fix-by date, or at least ours do. Are we talking about next week or next year? And may I have the old version back in the meantime?

    Thanks

    • paul March 25, 2009 at 2:30 pm #

      Mike JP – I hope you saw the post I added where Jing fixed the problem. I totally recommend it now. Check it out, if you haven’t already.

  3. Mike JP March 30, 2009 at 12:58 pm #

    Yes, I did, and: Yes, you’re right, it works very well indeed. Congratulations TechSmith!

    I’d thought your post said it for us, but on reflection I suppose it was remiss of me not to acknowledge it here.

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  1. Technically Speaking » A Jing Update - March 3, 2009

    […] tool. I ranted in January about a code change in that release that really bugged me. TechSmith responded here on my blog, and via e-mail, and today’s update addresses that issue (thank you TechSmith!) but […]

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