I feel the main challenge to new users of technical software is the gap between buying the program and comfortably using it. Potential customers have two understandable apprehensions:

• Is it possible for a normal person to learn the program?
• After the investment of time and money, will the program handle the application.

I am experimenting with a new support option that hopefully resolves both issues. It involves a three-step process:

1.  To begin, I correspond with users to understand their application and to define a clear set of simulation objectives. I can then tell them exactly what the software can accomplish and give a fixed-price quotation for a complete package.
2. If they decide to proceed, I prepare a set of input files for an application calculation.
3. I then set up an interactive Web meeting where we can walk through the solution. I can demonstrate how the programs work and discuss the reasons for my decisions on mesh generation and run parameters.

The procedure gives users the advantage of my experience with electromagnetics and knowledge of the codes while minimizing consulting and travel costs. It is beneficial to me in two ways: 1) I enjoy solving real-world problems and 2) the direct interactions help identify code problems and suggest new features.

For the Web meeting component, I am testing the new DimDim service. Despite the unfortunate name, it is technically advanced (e.g., built in two-way audio, desktop sharing,…) and steadily improving. They have free and low-cost professional plans, and they are surprisingly responsive to tech help requests. Most important, it isn’t necessary for users to sign up for a program or to install software. Here’s a link:

http://www.dimdim.com/