Request for Voting on Recent Snagit Feedback

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  • Updated 1 year ago
  • (Edited)
A few of the recent feedback posts on this feedback forum pained me because what some customers are feeling is everything we don’t want to be. So I’m ignoring advice about what CEOs aren’t supposed to do, and posting myself on the forum.

We must make every version more valuable than the last, and while you can’t please everyone all the time, it’s disappointing that we failed any of our users in this regard. It doesn’t matter how many new things we have added, if we have also introduced a detractor that negates that value.  It doesn’t matter how great our usage and revenue numbers are at the moment, if we haven’t acknowledged, assessed, and addressed frustrations of longstanding engaged users.

So we commit to doing our best to respond to your feedback by investing in Snagit. We respect that you have told us a lot, so we have created a special roundup of ‘ideas’ of what we have heard here.  We need to ensure we have a full understanding of the requests, the reason for the request, and the priority of the request before we take any action. So, we ask you to review these ideas, add anything missing, and vote on your top priorities in the next week (by June 9th). We will first focus on what is most important to our customer base as a whole as judged by the votes, or if there are no standouts we will focus on what is easiest for us to do first.  After a week of clarification and voting, we need another two weeks to evaluate the requests, and respond back with our intentions. If we decide we won’t implement a request, we will explain why.

There are a few other actions we will be taking. We will continue to directly invite highly active forum users to future betas, and evaluate our beta process to make sure all feedback is adequately heard with time to address before release.  We will continue to evolve how we are leveraging and communicating in this forum.

We do share product roadmaps with customers in some settings, but as you know Robert has shared a policy that we don’t post roadmaps on public forums. However, I feel that the response from leadership explaining that policy failed you in that it lacked acknowledgement that anytime there is a widespread customer concern we have an obligation to communicate. So we are changing our policy in that if a large group of customers are feeling pain about the same issue, then we owe it to them to explain what we are (or aren’t) going to do about it. It may not always be the answer you want, the resolution may be slower than what you want, and the answer might change, but we will be responsive and transparent.

In addition, I want to make clear that we do not want anyone paying for something they don’t value.  If an individual paid for the upgrade and it’s not meeting your needs, we will refund you.  Usually our policy is that customers make this decision during the 30 day trial period or the first 30 days after purchase. But we have already waived this policy and contacted you to provide refunds - if you haven’t received that offer please contact Robert. Since we have no way to verify that a customer uninstalled the latest version, I can’t keep this offer up permanently to anyone – but it’s obvious everyone in this thread has a genuine challenge.

We are very fortunate to have engaged customers on this forum. Feedback is a gift, and I thank you for it.

For any Camtasia customers reading this, we owe you a post as well - just give us some time to get that together.  (Update added 6/12/17 - this voting list is now available here.  )









Wendy Hamilton

CEO, TechSmith


 
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wendy.hamilton, TechSmith CEO

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Posted 1 year ago

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Jack Fruh, Champion

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Hi Wendy, great to see this public post!

I have two teeny tiny requests for snagit mac:
* Fix the "keyboard fine tune" bug that's been in snagit Mac since "keyboard fine tune" was introduced (v2)
* If at all possible, the time between a capture and the snag it editor appearing on mac is about 3 seconds. If that could be made faster, that would be awesome.

Thanks!
- Jack
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Robert R., Online Community Admin

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Separating to it's own thread for better tracking.

Please reference the new conversation here: Request to fix Snagit Mac issues
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Paul

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Thank you Wendy.

It is comforting to know that our concerns have been noted at the highest level.
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pjonesCET

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Biggest issue I see with Snagit both Mac and PC is why The the originating File type is not compatible between The Mac and PC Version  So people that a file have they would like to share say Mac to PC or PC to Mac. The only way we can do so is sent as a jpg, png  format. Unfortunately do so once that done items are flattened and therefor can not changed You can add. But not click on an item to remove or  alter. So I'd like to see either use the same format on on both platforms or fix so each can read and convert the other.
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Robert R., Online Community Admin

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Hi Phillip!

Thanks for stopping by to comment; this is an excellent feature request! To get it the most exposure possible, could you please create a new standalone Idea post so we can include it into the Round-Up? That way we can make sure users see it and can vote on it.

Thanks!

-Robert
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brt

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Wendy. Thank you this addresses many user concerns, at last! Being an optimist I just hope it will be acted on and not be another smokescreen or window dressing!
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wendyannh

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That would be excellent!  I switched to Mac from PC several years ago, and I still have a ton of images I didn't yet save to the folders they need to go in, and I am completely hamstrung now.
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CyrusMD

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Wendy, Chris and Robert

I apologize if one of my post offended anyone. That was not the intention at all.

We have experienced good functional tools dropping out of SnagIt as years have gone by. Users have complained but have not seen some or any of the functionality restored and that frustration is sometimes expressed in the online posts.

Looks like you folks have started the process of rounding up all the requested functionality and hopefully the users will vote on it as requested. I know I did.

I have been using SnagIt since 1999 and I am still using it but not the latest versions. I own version 12 but it is filed away because I still use v11.4.1 the most stable and functional version for me.

Just my two cents on the refund aspect; SnagIt maniatains a comprehensive database of the users and the software keys and it would be easy to give the version 12 users and above, a break for upgrading to a new and improved version by; 1) giving the upgrade free or 2) charging a very reasonable small sum. Refunds in mass are an expensive proposition.

I am happy that we will see some action in the next three weeks.

So to my fellow users, CAST YOUR VOTE NOW OR forever hold your peace

Wendy, appreciate you taking your time and your intervention in doing what is correct for the users and Make SnagIt Great Again

Thank you

Cyrus Damania

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brt

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How do we cast our votes? I have been pretty busy with this over the last couple of months, so would appreciate a quick answer. And only then will I hold my peace!
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CyrusMD

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BRT, the voting button is in the top right hand corner under your login name, clicking on that button casts your vote.
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Paul

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Your post is amazing! Keep up the fantastic work!! I was new to SnagIt in V13, so I don't know what the others are missing, but from my perspective it's an excellent product right there. And listening to your customers will only make it an even better value proposition.
Paul
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Rick Grunwald

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Thank you Wendy. There is hope! I am sure you are identifying the root cause of the departure from a great program. I was wet-my-pants happy with v11 and totally horrified with my v 12 purchase
I sincerely thank you for getting involved with this product and hopefully bringing it back to  the fast, easy productivity tool it once was
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pjonesCET

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I've already repeated the suggestion the Snagit Forum. Not sure if 100% word for word copy of the suggestion. But it is the same suggestion.
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Joe Morgan

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Well hello there Wendy Hamilton... CEO...... TechSmith,

 
I'm pleased in reading your post. I'm guardedly optimistic as well.

 From my perspective, 99% of posted feature requests don't go any further than this.



Judging by the depth of your posting and your stated intentions. I believe you grasp the obvious. I appreciate your insight moving forward.

 Regards,Joe
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wendy.hamilton, TechSmith CEO

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Joe, I get the message.  

Clever gif - how did you create it?
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brt

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Joe, did you see Wendy's question. Would be v. nice to know the answer if not too much trouble!
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Joe Morgan

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Yes I did. I was lazy. I downloaded a video of that shredder.The original piece of paper had something else on it.
So, I created a text page.Placed it over the original one and animated it to scroll downward. I applied masking to make it disappear into the shredder.
I used Premier Pro and Photoshop.

 I decided to create one of my own afterward.
The following one was created with Crazy Talk Animator 3, Premier Pro, BCC9 and Photoshop.

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Rick Grunwald

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Good job!
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Mal Reynolds

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Hi Wendy,

First, it's great that you're ignoring "the script".

But I'm afraid that you're also somewhat ignoring the reality of the direction that Techsmith has taken.

I bought S9 way back when. I liked it so much and it did so much of what I wanted (along with life getting in the way) that I didn't upgrade to 10 or 11 but by the time 12 came out I needed a copy for my work machine. Great, I get to buy the new version AND support Techsmith!

That enthusiasm lasted about 20 minutes. Oh look, a big red button cluttering up my desktop. Let's get rid of that. Oh, thank heavens, we can. Oh, double thank heavens I can still define capture profiles. With shortcut keys, so that I don't need to move my mouse (which needs to be part of the capture) up to a big red button. (If that ability ever gets pulled, it's Goodbye Snagit.) Oh look, the GUI seems to have been randomly rearranged. Let's re-learn where everything is. OK, I need to blur out this circle and... oh, look, that functionality has been removed. Things like this stopped me dead from upgrading my home installation from V9 and makes me not even remotely interested in upgrading either instance to 13.

And that's where part of the problem is.

It doesn’t matter how many new things we have added, if we have also introduced a detractor that negates that value.
Well, yeah. It doesn't matter what you add if you're arbitrarily removing things at the same time.  What you then get is a version that is different, not necessarily better or "more valuable". As I said in another post recently:


Blur any shape feature? Gone. Search pane? Replaced by the Library tab which is in itself better BUT you no longer had the flags down the side when the pane was minimised to apply to the current image with one click; you have to navigate across to the Library tab to apply them. But hey, at least that's better than 13 where somebody woke up one morning and decided that nobody needed flags at all so let's just take them away. (Indeed that seems to be a regular guessing game with each Snagit upgrade; what will be removed this time around?) Personally I find each iteration of the captures menu in Snagit to have the vibe "some new guy has had an idea, not necessarily a better idea, just a different one, let's do it that way this time".
My principal gripe is things like this. 21 upvotes plus many others doubtless scattered through similar threads, but storing our libraries on OneDrive personal will never see the light of day because Techsmith has flagged it as "Implemented". Which. It. Has. Not. Been.


We do share product roadmaps with customers in some settings, but as you know Robert has shared a policy that we don’t post roadmaps on public forums. However, I feel that the response from leadership explaining that policy failed you in that it lacked acknowledgement that anytime there is a widespread customer concern we have an obligation to communicate. So we are changing our policy in that if a large group of customers are feeling pain about the same issue, then we owe it to them to explain what we are (or aren’t) going to do about it.
And that is a noble sentiment but at the end of the day it's deeds rather than words that are remembered. And the deed is that in this thread the last thing that we heard from Techsmith was about a meeting "in a few days" and then.... you (as in Techsmith) went dark. You hid better than a nuclear sub. You stuck your fingers in your ear and went "la-la-la, can't hear you, the standard tests say that the interface is all good so we're sticking to it, grey on black is a great idea, nobody ever said otherwise, not a single person".

The act of being ignored gets remembered long after fine words and noble sentiments fade, so it's rather hard to take that seriously.

I don't want to discourage you from posting - it's a great and refreshing change that a CEO is prepared to do so - but really I think the user base needs a little more than noble sentiments at this point.
(Edited)
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wendy.hamilton, TechSmith CEO

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It's loud and clear: it's actions not words that are valued.  

I've asked Chris and Rob about adding "libraries on OneDrive personal" to the immediate round-up for (re)voting.
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Robert R., Online Community Admin

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Hi Mal;

I've added a note about cloud-synced folders like OneDrive and Google Drive to this thread, which is currently included in the Snagit Feature Request Round-up.

-Robert
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Mike62

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Hello Wendy,

This is really great news!

I am sure TechSmith has been recording  the main reasons as to why many users went back to v11.x after trying v12.
Probably it is too much of a problem to list what features/options have actually been removed from v11 and which ones have been frustrating users most and subsequently check which ones can be re-instated.

Thanks!

=
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Rick Grunwald

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@Wendy there are several good animation programs that will create these. PaintShop users remember animation shop which is still out there even though Corel dumped it when they took over PSP

Here is a list of free ones, some of which are limited until you pay
http://www.techsupportalert.com/best-free-animated-gif-maker.htm
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Jayne Davids

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Hi Wendy, I just wanted to say thanks so much for engaging with us on this forum, much appreciated. Jayne (UK)
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Rick Grunwald

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