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A comment on Typeview – see what your users type before they press ‘enter’.

Re:Typeview – see what your users type before they press ‘en... by mdip on Monday June 03, 2013 @01:56PM (#5814703)
As it's implemented I'm not a fan of the idea for much the same reasons that have already been discussed. But I think there's a way to implement it that makes it more transparent to the user precisely what is going on:

Aside from providing a banner indicating that the keystrokes are being sent, you could also show something in the conversation log window as the user types, similar to the way the CSR view looks with a small "sending..." caption above it. If you updated that with each keystroke, the user would see his message being composed in the composition field, and in the conversation log window at the same time. I don't have data to back it up, but if implemented properly, the cue would hopefully inform the user that what he's typing and re-typing are being seen by the CSR without requiring the user to understand whatever text was provided in the banner/notice (I subliminally dismiss those anyway).

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Re:Typeview – see what your users type before they press ‘en... by fomojola on Monday June 03, 2013 @02:19PM (#5814844)
Matthew, we've gone ahead and disabled it while we work on the privacy and user experience. Some more thought is clearly necessary (one of the reasons we posted here) and something like the banner solution you suggested is probably the way to go.
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