08-16-2015 09:46 AM
You would have avoided all of this had you been forthright at the beginning. A simple statement like "we are aware of the preview, we are working on the solution, not waiting for the final build" months ago would have built tremendous goodwill.
Instead we got a defensive - "the final build isn't even out", with no word that you are working on a solution.
Transparency is the essence of building goodwill with software customers. All you had to say is that the new structure required more work than anticipated and was therefore not ready at the time of the final build. Right now it looks like TR waited until the final build before even looking at it, which makes them look inept, hence the vitriol considering the price and that we are forced to use it.
There are a number of bugs still in the old version. Where can I report these so that they can be corrected? Is the forums the right place, or should I just call in?
08-19-2015 11:59 AM
Please contact Technical Support if you would like to report any technical issues:
08-24-2015 12:16 PM - edited 08-24-2015 12:18 PM
I know it's your job, etc, etc. But don't treat us like fools, stop your carefully selected words pre-approved by your Public Relations director and tell us the truth. You know that Thomson Reuters and the EndNote team are a bunch of lazy geezers who didn’t want to review the new Word version during the many, many months that has been out. And you didn't do it not because you couldn't do it (TR has the resources and the human power to accomplish great things) but because for TR EndNote users are second or third class citizens.
You don't care for the service you provide to us but the money you bill us. So at least have the decency to be honest with honest with us: Thomson Reuters and its EndNote division do not care.
Honesty is always the best policy, Jason.
Tell that to your Public Relations manager that, Jason. And Jason, we all know that you really don’t care about what we say or how angry we are at your incompetence, for we are only a bunch of crazies ranting in a secluded forum in one obscure Internet site. So long as we don’t take to Twitter and a reporter from the NYT pics up our story on the disregard that the all-powerful TR has for its clients you won’t really care. So rest assure, Jason, that we will keep paying and you will get yet another pat on the shoulder from the Public Relations manager and maybe a bonus too fro handling so well this issue.
In the meantime Mendeley is, by far, the best option for a useful, constantly updated reference manager.
08-25-2015 06:52 AM
Steve from Mendeley here. We've just gone through (very likely) the exact same problems that Endnote have been going through while trying to get our plugin working with Mac Word 2016 (now released, though still has a few outstanding issues we're working through before wide launch), and wanted to weigh in with a few points.
1. It's really really hard to work with the new Word 2016 as a developer. The visual basic editor provided for working with and debugging VBA code in 2016 are not developer friendly, for example, there's no search tool to find things in the code, no line numbers, and it's unstable. It's not at all developer friendly.
2. Word 2016 doesn't let developers easily add buttons to a toolbar with VBA, though 2011 does, meaning interface changes all need to be compiled against 2011, then ported to 2016 from there.
3. When you're working with such big unknowns and a huge number of bugs to wade through, there's no good way of saying 'It'll be done by X', it's either in progress, working, or not working. Features from scratch tend to be much easier to estimate, but anything where you're heavily reliant on integrating with another piece of software, built by other developers in another company isn't easy to estimate.
4. Microsoft doesn't give developers a heads-up for when they're releasing things. When the previews were released, there were show-stopping issues right up until about beta 3, and the final release came about a month before we were expecting it to. All we had been given to go on was "Probably Q3" for final release, and turns out it was like the first week of Q3.
5. "Apps for office" is the new thing that MS are trying to push as a replacement for VBA, so they're not really fixing VBA bugs, however Apps for office has shortcomings that make developing a complex plugin with the same functionality as our existing plugins impossible at this time. It puts us all in a weird state of limbo.
Transparency is hard. Mendeley is trying to improve on it with our experiment in public roadmaps ( trello.com/b/0EHJ5pXg/mendeley-development-public ) , but it's difficult to get approval in vast organisations such as Elsevier or Thompson Reuters.
Obviously, I'll say that there are many reasons to use Mendeley over Endnote, but try not to give the developers a hard time over difficult problems that are largely out of their control. A large part of the responsibility is on Microsoft here, please take that into account.
08-25-2015 07:08 AM
I really appreciate you taking the time to explain the developers situation to the Endnote users on this forum. Its a shame that Microsoft, probably the largest software company in the world, cannot develop better tools for its colleagues, but I can't say I am surprised.
We don't use Word and Endnote because we want to, we use them because we have to. We have 10-12 authors on each paper these days, and Endnote is the de facto standard that everyone has on their machine.
Both apps have been getting better on the Mac prior to this set back, and the iPad Endnote app is a good step forward.
Lets hope TR's folks can use your example and run it up the chain so that they can be more transparent in the future about their progress.
Folks - vitriol is unnecessary and accomplishes nothing.
08-25-2015 04:59 PM - edited 08-25-2015 05:01 PM
Steve, thank you so much for your input. You’ve hit the nail on the head; the situation is definitely complex. That said, we’re putting our all into a solution that will best support the strong Cite While You Write functionality we know everyone relies on.
As soon as there is an update we will be sharing it. For now, our developers have put their noses to the grindstone and are focused on getting a workable solution out as soon as they possibly can.
Thank you again, Steve, and also thank you for the feedback from all who have been impacted by this difficult compatibility issue. We truly appreciate all your input, and again, we will keep you informed!
08-30-2015 05:22 PM
Thanx for a forthright reply. My subscription is current, but apparently I missed the most recent notification for the update. Can TR establish a sign-up of some sort for notification when the MS Office 2016 patch becomes available.