Know your user’s technology level

I have a client that develops software for managing specialized functions in the travel industry. Their software development team produced a video contrasting an early version of their software with their newest release. They wrote and produced a terrific movie. They asked me to help produce a nice distribution disk using artwork they had produced. This couldn’t be easier. All I needed to do was design a simple DVD “label” that my burner’s LightScribe labeling technology would etch into the DVD. They would burn the movie to the DVDs using their equipment.

The first DVD I labeled would not play reliably. It worked fine on their Macs, not on their PCs or stand-alone DVD players. I burned a new disk burning both the movie and the label. This disk worked on their stand-alone players, Macs, and most PCs, but not all.

After several more tests we seemed to have the problem fixed. Their burner did not get along well with the DVDs that incorporate the LightScribe technology. They asked me to burn the DVDs and etch the DVDs. It was a small run so I produced and etched the DVDs in my office over the course of an evening while watching Law and Order. (I do my best work watching Law and Order).

I delivered the project the next day, certain we were in good shape. Most of the DVDs played well but a handful did not. Apparently I also needed to confirm which of their computers had DVD drives, as opposed to CDs. They wanted users to be able to watch, even if they were just running a Windows Media File or a QuckTime file on a PC. I also needed to confirm which version of the several alternatives for media players they were using.

I learned, and I am sure I will keep learning this, never assume the things that are obvious to us, are obvious to our clients. Good communication means managing the client’s expectations and ensuring they understand what needs to be accomplished on their part for the successful completion of the project.

Addendum, the DVD played perfect on all stand-alone DVD players and, bless Apple Computer, all the Macs.

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