October – WCAG, User Support, Bug Fixes

October News 

Accessibility Updates
As you may have heard, a few weeks ago we released the first round of changes to our platform and began identifying any outstanding accessibility issues. We have several additional updates to make to our platform and then we will resubmit our Turnstyle product for WCAG AA evaluation. Once we have passed the final evaluation and received our AA certification, we will send out an email notifying all publishers.

If you missed the other emails we sent regarding WCAG, just click on the link below.
https://live-newdocs.pantheonsite.io/display/DOCS/August

If you have any questions about WCAG accessibility, recent changes in our platform or anything else, please feel free to reach out to your publishing support team. We are excited to talk about these changes and are eager to spread that enthusiasm on to our customers!

Other Updates We have released some bug fixes/feature requests recently.

  • Fig captions can now contain links
  • Improved functionality when resizing browser windows
  • Image adjustments to eliminate occasional distortions noted
  • $ symbol is being handled better within the article text

End User Support
We recently reviewed our end user support process and discovered that the majority of the requests that come in to our support desk center around access issues.  Since we do not manage customer records, we usually have to direct the end user to the publisher’s customer support. This causes frustration for the end user and is not an efficient way to serve your customers.  We will be changing the support button on the digital edition and App to go directly to the publisher’s end user customer support contact. We will use whatever email we have on file for your customer support.  If you would like to confirm the email address we have on file, please reach out to your publishing support team.

We are here to help should the customer request require assistance from our team.  We can provide you with an access widget, which can provide access to the current issue or current issue plus back issues so that you may grant access on an individual basis, when necessary. Please let us know if you have questions or concerns about this change or if you need an access widget.  You should expect to see the change by next week.

Up next in October         

  • Improved Highlighting for search results
  • Improved Downloading in the app
  • Increasing highlight time for links on a page view.
  • WCAG completion for final evaluation

Thank you for partnering with us, we appreciate your continued business and are here to help you succeed!

Your Customer Support Heroes
digitalhelp@gtxcel.com

Need Help?
The Digital Help Desk is the process for communicating with GTxcel regarding new title setups, questions, and technical issues for the Web Reader and/or Apps.

You can submit a request to us through the Request Help button located in the Publisher Dashboard or call the support number: 800-609-8994, option 3.
Contact Us GraphicContact Support
8AM - 5PM EST
Monday to Friday
800-609-8994, option 3
Response Times
General Question/Requests – A Digital Specialist will begin working on your request within one to two hours of receipt. We will complete the request as soon as possible; we aim to have all requests completed within 24 hours.