Adobe taps Google to bolster CS4 help

By Stephen Withers
Thursday, 25 September 2008 03:26

Opinion and Analysis

Experienced users know that a Google search can often turn up the solution to a software problem even if the vendor's help files or support site don't have the answer. Now Adobe is making that process easier for its customers.

If you see an error message that leaves you scratching you head, one of the quickest ways of finding a resolution is to search for the exact text (or maybe the error code plus the name of the software) with Google.

Or if there's no error message - maybe the application freezes or crashes completely - searching for the program name and symptom will often uncover a fix that someone else has previously figured out.

Now a mainstream vendor has realised it can make life easier for its customers by tapping into the wealth of unofficial support information that's available on the web.

Adobe Creative Suite 4 is linked to the company's Community Help site. This uses Google Site Search to selectively index "the best online content from the Adobe community" as well as Adobe's own reference material and tutorials.

"Site Search enables us to selectively index only the most relevant information from the highest-quality community sites online," said Adobe senior product manager John Nack.

Who decides what content should be included in the index? Experts from Adobe and its user community. The idea is to filter out the dross so that search results are more focussed, leading to quicker resolution.

"We've plugged the whole community brain trust right into the Suite and used the power of Google Site Search to do it," added Nack. "Creative Suite 4 customers can find fast, relevant information from our online communities, without ever having to leave their desktop work environments, making design faster and more fun."

There's still a chance that a wider search will be needed on occasions. My experience is that answers to particularly obscure or newly-emerged software problems can often be found in personal blogs that are unlikely to be selected by programs such as Adobe Community Help, if only because the proportion of relevant content is so small.

Over time, such information finds its way onto other sites, for example by being quoted in forums by people who found it useful. That's a bit tough on the people who originally came up with the answers as they may miss out on the kudos, but those of us looking for a solution to a pressing problem are just thankful that the information is accessible.