Bug fixes & conveniences - June 20, 2008
By popular demand: The save photo icon is now visible when you are logged in even if you have originals turned off. No worries, your visitors won’t see it. To check that, you can log out — or click the visitor view button on your home page.
Sorry for the panic this caused for many people the first time they saw it!
More convenience: If you uploaded PNG, GIF, and JPEG files that were over 12 MB for standard and power users, over 24 MB for pros, or over 48 megapixels, we used to reject them. We’d write a Dear John note about them in your upload log, not exactly convenient or endearing.
Now we re-size them to sneak under our limits so we don’t send you scrambling for Photoshop.
Filenames are back! In the bulk photo tools, we had many requests to bring back filename display.
Bug fixes:
One bug prevented Filenames from being converted to Keywords on upload. Now you can upload files with dashes, spaces, etc… and the filenames are properly converted to Keywords.
Another made the Slideshow button disappear when you forced your gallery to be SmugMug Small.
Retired: The Drag & Drop uploader lacked the error detection and retry goodness of the other uploaders and, sadly, had to be retired. But you can still find it listed in fine print at the bottom of the uploader tabs. If it works for you, great.
PayPal: Did you know they introduced a plug-in that lets you use your PayPal as if it were Mastercard on sites like SmugMug? We acknowledged that on the site.
Pro FAQ: Version 2.0.
As always: Many enhancements to the help pages including vastly improved help search.
Oh, one more thing: Got RAW? (A separate release note is in the works for this.)
June 21st, 2008 at 3:50 pm
You folks at Smugmug need to realize you’re not photographers…you’re software providers. Standard software release practices are regularly neglected.
Any change that impacts what OUR customer sees needs to be communicated IN ADVANCE of the golden implementation of the feature. The DGRIN forum is littered with threads on this topic…Most recently, the changes that stopped Vanity URLs from working, and today, removal of a feature from the screen every customer sees.
In particular, when a feature is deprecated (like the sizes on the flyout menu), we need to know the change, the timeframe of the change, and alternative / new functions that replace it. This gives us a chance to avoid ‘react mode’ and hide the changes from our customers. Today’s change seems small, but several of us had HTML-only help pages that used screenshots of the fly-out menu that changed - these need to be updated.
If you don’t have someone on staff with experience producing ’shrink-wrapped’ software solutions, I’d suggest you recognize the business you’re in and get one…there are time-tested lifecycles for software development, testing, release, and communication. Neglecting them is unprofessional as as software provider.
Lastly, you are dealing with professionals who are relying on your software and who try very hard to have what shows up on their customer’s screen represent the quality of their product. It HAS to be Smugmug’s attitude that our customer is your customer - not just in customer service (which you do very well), but in software development disciplines as well!
Other than that…thanks for everything!
- Gary Morgen.
June 21st, 2008 at 6:51 pm
Just have something to eat, Gary. You’ll feel better.
June 21st, 2008 at 7:50 pm
I’m writing about Gary Morgen’s comment and the response from Bill Webb who is, I must assume, a SmugMug employee.
I am a photo enthusiast who uses SmugMug (which I love) to host and share my photos, not to sell them, or to sell any other product. I am NOT a software programmer (don’t even play one on TV). I work in higher education, and have more than 20 years’ experience in Customer Service.
I don’t know if you meant it the way I took it, Mr. Webb, but I must say, your answer to what appear to be valid concerns of Mr. Morgen’s seems rather flip, if not downright rude (yep, that’s where the Customer Service comes in). It seems flip even if his concerns are not at the top of your list, but it seems really rude if they ARE valid concerns. And if Mr. Morgen (the customer) considers them valid, they ARE.
Is that how you meant your remark, or were you just trying to be funny?
Just wondered.
~B. Rohl
June 21st, 2008 at 8:35 pm
It’s funny how different people percive things. I never thought Mr. Webb an employee of SmugMug.
SmugMug seems to be a rather relaxed company that tries to be fun and not too serious but business is vusiness and I can’t believe that as a company, they would risk being that “filp” as they seem to value customer service too much.
Just a different point of view.
Dave
June 21st, 2008 at 8:43 pm
Gary,
Thank you for speaking up. I as well have the same concerns. Your rant is just and welcomed.
Bill Webb,
Was your comment necessary? If customers have concerns, voicing them in this manner is the best for everyone concerned. I feel your flippant comment is uncalled for and not appropriate for such serious matters.
SMUGMUG,
many of us use your services for personal and professional reasons. Building your business to be the photographers choice of web hosting must allow consistency, ease and support to become the powerhouse your shooting for.
Removing features that are heavily used is frustrating for those that depend on ease of use and consistency. Adding features is great but removing features would confuse users that are not website build savvy or do not keep up with current SMUGMUG News. I strongly feel you must allow more time and warning before removing features to allow all of us to adjust and to maintain the peace with your customers that pay for your service.
Thank you for allowing us the opportunity to discuss such subjects in a public forum.
June 21st, 2008 at 9:25 pm
Thank you for the constant incremental improvements. You have the right philosophy. Smugmug really works for me. My clients are happy with the way I deliver my jobs and this is because I rely on you.
Dana
June 21st, 2008 at 9:50 pm
I just wanted to say that while I do sell some photos through my smugmug site, it is not my livelyhood and for me it is peace of mind to know I have my photos some place other than my hard drive or DVDs.
I just wanted to express that one of the things I have always loved and used as a “selling point” when I tell others about smugmug is how I feel like you work to constantly improve upon what, to me, is already a fantastic product.
Thanks:)
June 21st, 2008 at 9:56 pm
I am sorry for the double post but I forgot to specifically mention that I was quite happy about this particular improvement because it is something I have wanted for ages and will now make my life with smugmug even better.
So, thank you again
Keep up the great work!
June 21st, 2008 at 10:33 pm
Thanks for the update. SmugMug is awesome!
June 21st, 2008 at 11:25 pm
I’m not a professional photographer, but I use SmugMug to host photos for my other web sites, to share photos with friends, and to do favors for my clients. I have a pro account because I needed larger files and a few other things. Also, I hate knowing there are features out there that I’m not allowed to use.
Everybody who develops software has to choose whether to do large releases at long intervals or small releases at short intervals. Large releases offer stability and they make it easier for customers to adapt to the changes. On the other hand, small releases make new features available much faster, and they allow design errors to be fixed quicker, before too many people have worked around them.
It’s a tradeoff between two goals of the release strategy: Stability v.s. Agility. There’s no single solution for the developer, because there’s no single solution that makes all the customers happy. The best a developer can do is make sure the customers understand what policy the developer is going to follow.
At the top of this page, it says:
“release early, release often: keeping our customers on their toes.”
Read it. Understand it. Live it.
June 21st, 2008 at 11:34 pm
I am in complete agreement with Gjmphoto. While I appreciate Smugmug’s efforts to improve their product, the lack of communication ahead of time is extremely frustrating, not to mention the extension of maintenance windows. Additionally new features are placed in with the unsafe/less preferable defaults at times. Processe-s/workflows change at times. While DGRIN has its place (and a welcome resource), it is not a good solution for communicating change ahead of time.
Smugmug has intermittently sent out notices of self patting their backs. It would be nice for that medium to be used to point to the DGRIN threads dealing with upcoming release.
A few of the releases have caused customer services issues for me, and/or wasted an incredible amount of time setting defaults of older galleries.
June 21st, 2008 at 11:48 pm
Wow, this blog blew me away - reading a whole bunch of changes, aware that SmugMug had been working as I had tried to upload a couple of days ago, and had to wait (but nice apology on site that my wait would be in my best interests), reading the explanation of changes made, and thinking that SmugMug is excellent, always working to update and improve. I was impressed yesterday with the very rapid and personal response, from the support team, to a separate problem I was having, so that starting in on reading what seemed like a very cranky and ungrateful response from a Gary Morgen- Bill Webb’s comment seemed spot on, whoever he is - and does it matter? I have a Pro account which I intend to keep. I am very impressed with the lengths that SmugMug goes to to keep up to date and enable us to upload and provide a personalised web gallery of images, while maintaining a fun approach and good sense of humour. I’m only sorry that their efforts engender such unappreciative responses! Take a pill, folks… the system works great!
June 22nd, 2008 at 1:05 am
Good morning,
Just another thanks to the smugmug guys (who are both photographers and programmers, like myself). These latest changes are perfect, and two of them are one’s which I secretly hoped would be done too.
Pity about all the pompous complaining from some other customers though, *sigh*
Regards
Marlon
June 22nd, 2008 at 4:34 am
I am not a professional photographer but I am a professional enterprise architect.
Smugmug is a great site. They do seem to have issue with the software-development-lifecycle process.
I think some of the problem may come into not tipping their hand to their competitors. Some work needs to be done on how to communicate up coming changes without undercutting their competitive advantages.
Perhaps a way to do that would be to send notices of breaking changes well in advance and a shorter notice for additive ones. Another option would be to leave both pieces of functionality in-place, have a preference setting to determine behavior and deprecate the old functionality after a pre-specified period of time.
It is a wonderful service but is a bit rough around the edges as a professional software-as-a-service provider.
Just my two cents.
-sc
June 22nd, 2008 at 5:16 am
@ Billie Rohl: Bill Webb is not a SmugMug Employee, I just wanted to clarify that
June 22nd, 2008 at 5:20 am
@Gary - thanks for your posting - we really appreciate it
We’ve had a lot of discussion about this on Dgrin, here please check out the comments near the end by Baldy and me (Andy). Thanks everyone for your patience and understanding, we love out customers and the direct, honest feedback you all give us. We’d not have it any other way.
We reverted the photo sizes thing that caused the uproar yesterday - now lets all go start using SmugVault and the other new features…. sorry again for the hassle folks.
June 22nd, 2008 at 5:21 am
@Gary and ALL - thanks for your posting - we really appreciate it
We’ve had a lot of discussion about this on Dgrin, in the support forum. Thanks everyone for your patience and understanding, we love out customers and the direct, honest feedback you all give us. We’d not have it any other way.
We reverted the photo sizes thing that caused the uproar yesterday - now lets all go start using SmugVault and the other new features…. sorry again for the hassle folks.
June 22nd, 2008 at 6:09 am
Thank You thank you thank you for the save button. it sure does make it easier to retrieve a origanal file.
June 22nd, 2008 at 6:44 am
thanks for the ability to retrieve the original files back from the website, this will help my work flow immensely, thanks again.
Brian
June 22nd, 2008 at 8:57 am
# Andy Says:
June 22nd, 2008 at 5:16 am
@ Billie Rohl: Bill Webb is not a SmugMug Employee, I just wanted to clarify that
**********************
I am relieved to know it–I couldn’t imagine that any of you guys would approach a customer’s concerns that way as you have always been so good about interactions with us, at least in my experience. Thanks for clarifying.
And while I’m here, I don’t know that I would consider any of the customer comments as pompous (except maybe the ones accusing others of being pompous?). I think folks who use this web site have legitimate concerns when non-announced changes affect their own web sites, work habits and/or sales. I don’t think it was anyone’s intention to quit using SmugMug or somehow “dis” SmugMug in general.
I don’t pretend to understand software changes–but I have been using computers long enough to know that even one small change in a program or service can have quite a ripple effect. All Mr. Morgen seemed to be asking for was a little advance notice–perhaps a personal e-mail to all users before a change like that takes place so they can plan for the effects of the new item(s), as Shad Collins suggests, above? (If it won’t blow something that’s Top Secret, that is!)
And I also love the Save Photo button!
~Billie
June 22nd, 2008 at 10:43 am
I had hoped that the update would give us slideshows that automagically play videos. Phanfare and Picasaweb have had this ability for years now. When if ever will smugmug catch up?
Also you allow a single file download. Picasaweb allows a gallery download. I there any thought to allowing download of entire galleries?
June 22nd, 2008 at 3:57 pm
I love SmugMug, thank you 10,000 times.
June 22nd, 2008 at 7:06 pm
I can understand some of the commercial aspects of hold your cards close until you release a change - it’s what keeps Smugmug at the top of the game and the preferred choice for everyone reading this blog (or you wouldn’t be here, right ?)
However, perhaps if there was a Beta team of users who would be prepared to work a mirror of their own site, only with the changes applied - that way they could report on what does/doesn’t work. They could also review the change notification, to ensure it adequately explains what is going to be happening.
I also think the Power and Pro tiers could be pre-warned of changes - at least changes that might effect how our customers perceive things, such as the save button etc.
If you guys ever decide to have beta testers, let me know - I’m in ! I’m on the site every day just about, and I’m happy to go one further and help to continue the development of it.
June 23rd, 2008 at 11:50 am
Users like Gary Morgen who complain about the way changes are being made aren’t being pompous about it, they just have different needs from photographers like me who have pro accounts but don’t use them to operate a business.
Maybe it’s time for SmugMug to introduce a business class service that offers certain key business features and that revs slower. Of course, the slow-reving version of SmugMug would be a pain to support, but it has the effect of moving some of the conflict from the user community into SmugMug, where it is more easily managed.
Or maybe you could give business class users access to the staging site where they could learn about the changes and update a special staging-only copy of their customizations. Then, when the rev is pushed out to production, their new customizations could be pushed out as well.
Or maybe you could split the front end cleanly from the back end and release the front end code so that bigtime users can implement their own photosharing site on a hosting service of their choosing, with the SmugMug database and image services as the back end. If network performance is a problem, you could cut a deal with some colocated hosting services. If scalability of the hosted site is a problem, now the business users will have more appreciation for what SmugMug does for them.
Any one of these ideas would of course be a pain to implement, but that’s why you’d charge a lot more for business class service.
You could probably also deal with some of Mr. Morgen’s other business requirements, “packages, coupons, branded customer correspondence, branded labeling, non-smugmug labeled product pages, etc.” If these are only available to $100/month business clients, you wouldn’t have to worry so much about scalability and your slim profit margins.
June 23rd, 2008 at 2:52 pm
I’m confused about the save function. When logged in, on some of the galleries the save icon comes up but it won’t come up for one of them. Do I have to change something on the galleries customize page, because I thought you get the save option regardless of what settings you are using?
June 23rd, 2008 at 8:50 pm
Small change: The save photo icon on the photobar is now available to logged-in smuggers. It lets you fetch your original high-res photos easily.
No worries! Your fans won’t see it unless you have originals enabled in your customize gallery options.
Sorry, I do not see this as an option for me. How can I get it?
June 24th, 2008 at 1:40 am
Thank You smugmug for all that you do, I love the easy use of the features of your service and my customers love you too!!!
June 24th, 2008 at 2:47 pm
One look at my photos will tell anyone that I have no hopes of ever being a professional photographer, and I hold the upmost respect for those of you who are, and the struggles of the bussiness that come with the trade.
But beyond all of that, I just have to say… Lighten Up People! Life is too short. Enjoy or move on! Thanks SmugMug! You guys are great!
June 24th, 2008 at 7:30 pm
I’m having the same problem as Phillipe. Don’t see any save option. Any advice? Thanks!
June 24th, 2008 at 9:56 pm
Susan, did you try different galleries? For me I see it only for some (it comes up under the thumbs up and down and sizes) but then on others it is missing.
Does anyone know why we are having trouble??
June 25th, 2008 at 10:51 am
THANK YOU for the download photo button. I’ve been having to enable original size and remove all protection to a gallery, then download what i needed, then protect the gallery and remove original. That was such a hassle. I’m so happy to have it the way I want it now. You guys are awesome!
June 25th, 2008 at 5:26 pm
Linda, I did try several galleries. Is this a problem with a “clean” viewing style, since I don’t have the thumbs up or down thing visible either? I’ve been having to do what Lisa did, hoping my clients’ wedding guests weren’t downloading at the same time I was. And so far, still will.
June 25th, 2008 at 8:33 pm
I’m wondering why my galleries are now all out of order. I had them set to show up in the category in alphabetical order, but now they are not and for the life of me, I can not find where I reorder the galleries. I can’t remember where the ‘magic button’ is to do this
…..though I have found it before and can’t seem to now after 20 minutes of searching. Help please…
Thanks!
Dalynn
June 25th, 2008 at 8:38 pm
nevermind…..I just found it! sorry
Dalynn
June 26th, 2008 at 6:14 pm
Great Job SMUGMUG.
SINCERELY;
ULTIMATE YACHTSHOTS
SERGEI ZAVARIN
June 27th, 2008 at 1:22 am
To Bill Webb: your comment was really funny.
Also, I just signed up with this site, and it’s great! So much more secure than an external hard drive that just smells like burning hair whenever you plug it in and try to use it.
June 30th, 2008 at 6:40 am
Just a reminder: Comments are welcome on this blog, but if you are having trouble with a feature (new or old), the best place to get fast help is by emailing our Support Heroes. http://www.smugmug.com/help/emailreal
July 16th, 2008 at 3:11 am
Bill Webb was much kinder to Gary Morgan than I would have been. I use Smugmug (professional) for sales and exchanging work with clients (password protected). Everything has worked great for the past four years! Smugmug keeps getting better. I particularly like the casual friendly tone of the documentation and responses from Smugmug. I do not need tech manual double speak. That is one of the reasons I will read everything Scott Kelby (NAPP and Photoshop Users Mag) writes.
Thanks … Larry Metzelaar
July 30th, 2008 at 8:27 pm
I did something which hid my photos. After all evening of loading them I hit a button which hid them from view - cant remember what the button was……now can’t retrieve any of the pics..help?
July 31st, 2008 at 8:17 am
@frank: As always, the best place to get SmugMug help is to email our Support Heroes: http://smugmug.com/help/emailreal .
No worries, though. I’ve fixed you up. You had hidden that section of your homepage in your Control Panel. I went to your Control Panel, clicked the Homepage tab, and clicked “show” next to that section. More here: http://smugmug.com/help/homepage-boxes . Shoot us an email if you have further trouble, thanks!