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Help joins the information highway - introducing online help in IDM products

Peter Pizzuto,
Customer Support
Manager

Problem: How do we provide our millions of users with platform-centric help for multiple products, each on three platforms (Win/Mac/Linux), and each in 8 localized versions (English, German, Italian, Spanish, French, Korean, Chinese, Japanese) ...and keep it up to date? The solution: Going online solves this problem and allows us to create a more powerful tool for our users - universal help.

This universal help will live online and serve as a single source for all platforms and products. In certain topics, there will be conditional text to direct the user to platform specific differences; for example, the UltraEdit "Preferences" dialog in Linux/Mac vs. the "Configuration" dialog in Windows. We are pleased to announce that we are in the process of migrating all product help online and expect to have this effort complete by the end of the year.

The online help also allows us to instantly publish new topics and material for our products. For instance, we just updated the help captures in UltraCompare's FTP topic, and this was instantly available to the entire worldwide user community - for each language!

The help engine we are using is capable of allowing you to subscribe to help topics via email or RSS and also allows you to share/send email topics to friends and print/download, etc. The online help search feature is far superior than our current one within the product, and collectively the new system will bring far more benefit to the end user than we are currently delivering.

It is also worth mentioning that we have other rich resources online such as power tips, blogs, editorials, and our user-to-user forums... all delivered exclusively online.

The online help will be available in a downloadable PDF version as well for those that wish to have a hard copy on their PC. We will also ship the PDF manual on CD for those that order media.

We are committed to providing our user community the absolute best product support the industry offers. We invite you to check out your new online help portal!

Best wishes,

Peter Pizzuto,

Support Chief
IDM Computer Solutions, Inc

...and Online Help Project Manager!

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