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"Directly's customers are seeing some insane results right out of the gates - response times dropping from days to minutes, satisfaction rates tripling. This isn't good luck. Every growing company has a wealth of expert users and customers - people who know and love your product. The trick is matching users who need help with experts on demand, in a way that's fast, scalable, accountable and that fundamentally works."

The Authors Guild is pressuring Amazon to modify the Kindle 2 so that the synthetic speech function can only be used with the express authorization of the owner of the copyright of a work. A coalition of organizations that represent or work with persons with reading disabilities is organizing a protest to persuade the Guild to change its position. KEI supports the protest, and makes this statement on the Kindle 2 issue:

"Draft only Subtitles translated from English. Showing Revision 0, created Yesterday by Zuzanna Bien ." Yesterday= June 11, 2012 June 12, 2012: issues persist

June 14, 2012: issue removed by Darren Bridenbeck (manual fix)