tag:blogger.com,1999:blog-6858283832303700550.post5078076281240870486..comments2008-10-08T10:30:53.512-05:00Eric Schafferhttp://www.blogger.com/profile/07273563934987892664noreply@blogger.comBlogger1125tag:blogger.com,1999:blog-6858283832303700550.post-42907500682941991342008-10-08T10:30:00.000-05:002008-10-08T10:30:00.000-05:00First, I have really enjoyed all of your classes and computer conferences. Unfortunately, they are usually more taylored to the web user...but applications face the same problems- so I am always trying to bridge the gap. The particular challenge I face is the end users of our application do not have a choice in the software they use...however, we still need to address these end users. <BR/><BR/>I am eager to learn more about how PET plays into the arena of applications. The company I work for provides call center software, so a lot of the selling and (unfortunately) elicitation comes from managers and above. It has always been a challenge to try to get to the agent that is actual frustrated. What are your thoughts on how we can design for PET for agents that do not have a choice in which software they are using. <BR/>We (UE) have been fighting that battle with marketing on what functioanlity is agreed to with the managers and the functioanlity that is desperately needed for the agents. <BR/>I know the most logical answer is to get to the agents for shadowing and/or elicitation...but when agents are not an available resource to us, how can we address not only usability but PET?Deniwww.rightnow.comnoreply@blogger.com