After submitting the emergency report on usability frustrations, you realize the company could benefi t from a more systematic way of collecting feedback from customers. Which of the following media choices would you recommend and why?
a. Publish the software development manager’s email address and invite customers to write to that address whenever they get frustrated with any aspect of the software.
b. Publish a toll-free telephone number that users can call whenever they are frustrated with the software. Operators can record the information and then email the results of each call to the software development manager.
c. Build an Internet link into the software that gives users access to a feedback form whenever they get frustrated or confused. They can instantly record their grievances, and the information will then be transmitted to H&R Block and automatically fed into a searchable database.
d. Create the same form and database described in choice (c) but put the form on the H&R Block website, rather than embedding it in the software.