Here is some information I got from a friend and I wanted to share.

Christopher McMillan
ADAPTIVE COMPUTER CONSULTING
President

Telephone:      203 937 0166
Fax:            203 934 5468
Pager:          800 201 5625 Pager Number 0378 (at tone dial your number)

E-mail:         [log in to unmask] or [log in to unmask]


-----Original Message-----
Subject:        Copy of: Fwd: A Brief Update to the JFW List Serve from Henter-J

Chris:
Did you see this? One other thing we need to look at is not reading the
same mail or monitoring the same lists.  Remind me to talk to you about
this.  Its redundant and wastes time.  John

Original
message:        "Fwd: A Brief Update to the JFW List Serve from Henter-Joyce"
[#7793911]
From:   <<[log in to unmask]>>
Sent:   Tue, 01 Jun 1999 09:13:35 +1000
From:   David Andrews <[log in to unmask]>
To:     <[log in to unmask]>, <[log in to unmask]>

Hi all,

Henter-Joyce President Ted Henter asked me to post this to you on his
behalf.
Thank you,
Wilson Craig
Marketing Manager
Henter-Joyce

Dear Members of the JFW List Serve:
Since the release of JAWS for Windows 3.3 there has been a great deal of
discussion on the list about Henter-Joyce, our products, our policies and
our procedures. With the release of JAWS for Windows 3.3 and MAGic 6.1
behind us and the summer shows rapidly approaching, I would like to explain
some of the recent changes and enhancements to our services here at
Henter-Joyce, specifically regarding technical support.
Much has changed over the past two years at Henter-Joyce. The release of
JAWS for Windows 3.2 was a remarkable time for us and the best product, to
that point, that we had ever released. With the industry's first FREE
software synthesizer "Eloquence for JFW," its ability to reformat web pages
and the addition of the list of links and list of tools dialog boxes it was
by far the most impressive product we had ever produced.
Sales of JAWS for Windows 3.2 set records and expanded our client base
exponentially. In this segment of the software industry, rapid growth of
that type is a two-edged sword. On one hand, the increased sales allow us
to increase our development, support and other resources. On the other, the
new customers bring additional issues to our attention, all of which we, in
accordance with our mission, must strive to address. To this end, we will
continue to focus on a broader range of applications.
Earlier this month, we released JAWS for Windows 3.3, a product that, more
so than any previous release, directly address our mission to provide
people who are blind and visually impaired the technology that they need to
access computers at work, home, or in school.
With support for the Microsoft Application Object Models and MSAA, the
ability to speak the attributes of rows, cells and table in Microsoft
Excel, unparalleled functionality in commonly used word processing
programs, and ever-improving capabilities in commonly used applications, we
consider JFW 3.3 to be the finest product we have ever released.
That the product has been chosen by many of the country's top corporations,
universities and government institutions as a standard for accessibility is
something that we, as both users and developers of the product, take very
seriously. With large clients including the Social Security Administration,
the Internal Revenue Service, Citibank, UPS, M.I.T., U.C.L.A., Purdue
University and many others comes a great deal of responsibility. Ensuring
that the product meets the vast needs of these agencies and individual
users like you is one facet of this responsibility. Ensuring that expert
technical support is readily available and of the highest quality is
another.
Henter-Joyce has done a great deal during the past year to enhance our
technical support services. In doing this, we have implemented as many of
the suggestions posted to this list as possible.
As valued and important customers, we would like to give you a general
description of the changes that have taken place in our technical support
department recently and an indication of the high level of quality and
service you can expect from us.
The Henter-Joyce Technical Support Department includes seven on-site and
two off-site engineers, all of whom are blind or visually impaired power
users.  Each of our engineers had extensive experience with our products
before coming to Henter-Joyce, and they continue to improve their knowledge
of and expertise in the products every day. Each of the engineers has a
minimum of two years experience with JAWS for Windows, MAGic, or both, and
our senior engineers have been working with the products daily for more
than five years. The technical support staff at Henter-Joyce continues to
grow.  We are proud to announce that we will add two new technical support
engineers during the month of June. Both are blind and are long time users
of JAWS for Windows.
Our technical support engineers are currently serving an average of 84
callers daily through the direct support hotline. Ninety percent of all
callers on this line are connected to an engineer within three minutes. To
use this hotline, call us at 727-803-8600 from 8:30 a.m. to 5 p.m., Eastern
Time.
We also provide a toll-free voice mail system where you may leave a message
describing your problem and one of our engineers will return your call at
no charge. We are currently receiving an average of 35 calls daily through
this system and have been able to return most of these calls on the same
day they were received. Please remember that it is not possible to reach a
technical support engineer directly when you call this toll free line.  To
use this line, call 1-800-336-5658 and select option 2.
Technical support e-mail is currently averaging 57 messages per day, and
most of these are being returned the same business day. For JAWS for
Windows technical support by e-mail, please send a message to [log in to unmask]
For MAGic technical support by e-mail, please send a message describing
your problem to [log in to unmask]
In addition to the services listed above, we have also initiated a quality
control and customer service-monitoring program through which we place
telephone calls to users like you to determine the quality of the service
you receive.
As always, we appreciate your questions, comments and suggestions regarding
any and all aspects of the work that we do. Feel free to send e-mail to any
of the addresses above, or any of the others found on our web site. We are
currently developing an on-line feedback form for the web site that you
will be able to use to send us your ideas. We will let you know when it is
ready.
Thank you for your time and consideration. We wish you all the best, and
look forward to working with you in the future.
Sincerely,

Ted Henter
President
Henter-Joyce, Inc.

Regards Steve,
mailto:[log in to unmask]


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