Like Duane, we have a similar approach with new features being included as options – even with Excel templates where the option is off by default when upgrading.

If Mark had mentioned new features are optional in his blog it would have made more sense but he left it open, effectively criticising his own ‘compulsary’ upgrades.

Personally, I think that the automatic upgrade provided by the Saas model is the right one – as I mentioned in my post. I just wanted to highlight the fact that automatic also means compulsory.

Compulsory means no choice, which is the opposite of what the Xero blog was trying to say.

Upgrades to Xero happen automatically so there’s no cost (time or money) for the customer and no chance of getting it wrong or missing steps.

I blogged earlier this week about how we (another SaaS Accounting app) deal with upgrades and new features. One of our rules is that new features should be off and on-able (defaulting to off) and not cripple existing features. SO there’s no trouble for existing customers if they don’t want the feature.

I’m in no position to speak for Xero, but I’d be surprised if they’re not similarly sensitive to the issues you point out. Until they actually go ahead and make changes that negatively impact their customers, it’s just a theoretical issue – not a real one.

Considering the quote is related to traditional accounting software, I suspect Mark did mean where upgrades are effectively made compulsary and with a financial cost attached to that.

Mark includes the FaceBook example to show where changes may not always be seen for the best but then he doesn’t actually show how Xero is possibly any different to this, and he even states “With Xero, you’re always running the latest version.”.

It is a good point that SaaS is effectively providing compulsary upgrades, at least in the cases I know if not all. I think he would have been better to leave off the locked in to changes part of his blog entry, unless he was pointing out how Xero combats this.

To ensure upgraded software is seen as a step forward by all users is difficult, and the larger the user base the more difficult to keep all users happy.

Our own development team maintains an open development approach with the use of an online development desk, open forums, and close contact with the users of our tools.

If Xero had outlined their own solution to user satisfaction with compulsary upgrades then it would have left some with a feeling of uncertainty having read his blog post.

Lastly to top it off, Mark ends his post with a somewhat contradictory remark – “We believe in people having choices.”