Report:Thomson Innovation/Customer Support/Online Help Features
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Online Help Features
The online help content in Innovation is very detailed. Each form and interface page on the Thomson Innovation system is equipped with a link to a specific help page (using the "?" icon and "Help" link) which has been designed for that part of the system interface (for example, from the Saved Work inbox, users can access the “Saved Work" section of the help file, saving time and frustration for users who would otherwise have to navigate a huge help file).
A full user guide can also be opened by selecting “Help” under the Support tab on the left-hand menu which is always present in the system. This extensive help file can be keyword-searched for faster retrieval of relevant information, and users can also view a hierarchical table of contents or an index to navigate through the help files. The user may also select to print the full help files.
In addition, the following PDF documents are available for the user to print (accessible through links on the main page of the help file):
A number of Workflow Demos (training videos created in Flash) are also accessible through the help files. These demos cover basic topics (e.g. "Order Patent PDFs" or "Create an Alert") and intermediate-level topics (e.g. "Create a Patent Search Template").
The latest Thomson Innovation help files can be accessed here. Select the "Full View" option at the top of the page to open the index, search, and table of contents navigation options.
Under the Support menu, choosing “Technical Support” or “Customer Service” will re-direct users to the Thomson Scientific website, where e-mail forms can be used to contact representatives. Users can send comments directly through the Thomson Innovation interface by selecting the "Feedback" option, and the "Professional Services" option will display a list of all consulting services and outsourced research services provided by Thomson Reuters. The "Training" option will be discussed in the next section of this report.
The Thomson live help hotline numbers can be used to contact Thomson representatives with questions regarding Innovation. Thomson hosts several global hotlines in various continents: The Americas, Australia/New Zealand, China, Europe/Middle East/Africa, India, Hong Kong and Taiwan, Japan, Korea, Singapore, and the USA.