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A project to make businesses more aware of their customer experience, and how to fix it. By Mark Hurst. |
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Previous: Intersection sign | Main | Next: Amazon sad-logo
November 3, 2004 12:08 AM
Broken: Jabber "Learn More" page
J.T. Grimes writes:
So I'm looking for information about instant messaging software we can use at the office, and I go to Jabber's site to check out their messenger program. There's a link for "Learn More." Turns out that if you want to know anything more about their product, you have to register.
Thanks, no. I'll just be looking elsewhere. These guys might make exactly what I want, but they don't seem eager to sell it to me -- just to collect my information.
I don't disagree that jabber.com is broken, but I'd just like to note that there's a difference between jabber.com and jabber.org.
Hi. I'll have to take responsibility for requiring registration for folks who want to download a copy of our Jabber Messenger client. We require it in an effort to learn more about who is using our client so that we can get a better idea of who we're serving. Further, I haven't seen another commercial provider offering a client/software download without requiring registration. Sorry, folks, I think this is a reasonable request.
Meanwhile, I've heard similar complaints about Jabber, Inc. requiring registration to get some of the written materials on our site, and I'm heeding the call to remove that requirement as we re-build our web site (ETA = Feb.). I promise to make it easier to get information without hassle when we launch the new site. I appreciate the feedback here and welcome additional comment.
Hi Laura. I think this is the first time that the creator of something has actually found and responded to this is broken!
Reed
Jabber: reed@interreality.org
I respectfully disagree with Laura. The link says "Learn More," not "download." I understand requiring registration to download the product, but not to simply learn more about it. I'd either suggest two links (one to a download page, the other to information), or worst-case scenario one link that simply says "Learn More and Download," so that users won't be so shocked when asked for registration information.
If you look at the screen that asks you to register or log in, you'll find another minor usability issue. The page has two large headings, "Log-in Required", and "Register Now" with the log-in fields positioned under the "Register Now". Without reading the text, the most obvious conclusion is to enter your email address and submit in order to register.
Reed: actually, occasionally some feedback from a product's representative does emerge.
Not often though.
Hi. Well, I think this feedback is excellent actually and I will also send a link to this site to the agency I'm working with on the web site re-design. I'll also see if I can fix the terminology issues now as I see how the wording is confusing... Thanks!
Try GAIM. It is compatible with Windows and Linux and has 3 or 4 different servers to connect to(aim,icq,...)
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Previous: Intersection sign | Main | Next: Amazon sad-logo
Damn right! And after registering (as a 47-year old Albanian housewife) and looking around, it doesn't look as though there's anything actually worth the added step.
Posted by: Phil Wilson at November 3, 2004 04:34 AM