Archive for Business
Musings on Mobile
Posted by: | CommentsI like electronic gadgets. I’ve often been an early adopter AND have suffered through the tribulations of such. I do not write about these experiences much. And my colleagues wish I would write more to that effect. This post is directed at that wish. In it, I will discuss my views on three things:
- Direction of the wireless industry
- The Apple iPad
- Verizon and the iPhone
Disclosure: I am not stating anything here that I have uncovered as a trade secret. All speculations are based upon industry news, trends, and my knowledge of the wireless industry. Nothing else – no insider magic or hocus pocus.
Mobile Direction
Mobile’s future is in data
To many, this is not a shocking revelation. We expect this as a natural evolution of the industry. Why then are so many folks just waking up to the power of a smartphone? I believe the shock here will not be in the need for mobile data services. I think the shock is in how fast the industry will switch to data services as the monetary driver.
In the United States, we have seen the traditional land line need decline in favor of a mobile device. The next step here is the decline of the mobile phone for traditional voice calling in favor of VOIP and other data based services – such as video conferencing. I believe the big phone companies also see this as the inevitable future and that is why they are making some changes or decisions in their overall business strategy. Sure, AT&T and Verizon are still shedding their land line businesses – but they are also bolstering their data options. for example:
AT&T aquired a large network of Wi-Fi hotspots. They have also added personal microcell products to their portfolio. Why? These are two easy ways for the company to backhaul its own data needs while reducing the strain on its 3g networks.
Verizon on the other hand has partnered with Skype to offer VOIP calls (on the Verizon network of course). To me – this says the company realizes that data is the wave of the future. Verizon has also endorsed the use of Wi-Fi and they are touting their aggressive roll-out of 4g LTE technology.
I would not be surprised to see data plans increase in price (as well as capacity) and have voice calling allowed for free – much like we take no long distance charges for granted today.
There’s an app for that
The next trend is mobile applications. Again, not a shocker for many out there. The shock is again in how quickly apps are become pervasive. They are no longer little gag gift apps like iFart or iBeer – they are becoming useful productivity tools or better yet – custom proprietary applications for conducting business. If you are starting out as a developer – you might want to focus here.
That stated – there is a war brewing. That war is for the mobile application development framework. Adobe is working to make Flash and Air mobile capable. While other companies such as Appcelerator are working to provide a flexible, multi-language, multi-platform framework. This is a realm that Microsoft has lost – they just don’t want to admit it yet. The war is Adobe’s to lose. There are numerous Flash/Flex developers out there waiting to put their app on a mobile platform. Unfortunately, if Adobe can only get the Andriod platform on board by the end of the year (as Microsoft and Apple claim performance issues), an upstart cross-platform framework like Appcelerator’s, may be the big win.
The Apple iCan’tComeUpWithABetterProductName
The iPad – what a stupid name. This device really intrigues me. I can say I will NOT buy a first generation device. I will however watch it’s development and could purchase a second generation product. I could certainly see it replacing my netbook. I don’t see it replacing my desktop or developer class laptop anytime soon. But that device that I take on plane trips, vacations, etc. – absolutely. Especially if I can read my paper on it and have 10 hours of battery life to boot. I won’t let the name scare me away – but I do know a few people who won’t buy it because of its name. I’ll also be on the lookout for any Android based tablets as they may be a better fit for my personal work/business mix.
So here is what I don’t like about the iPad or what we suspect of the iPad:
- No multitasking: I think you will see this in a future OS upgrade. I believe you will see this on the iPhone as well.
- No video output: The iPad looks like a great movie machine – why not allow me to hook it to my TV. Oh, that’s right – you want me to use Apple TV for that and use iTunes as the digital hub for all. I guess that’s why no DVD or blu-ray capability as well (I can live without these).
- No USB: I love the cloud, but there will always be instances when I need to put my data on something portable – like a thumb drive. Give me USB connectivity please. This way I can hook up my storage as needed or better yet – my printer.
- Can you save and transfer documents to the iPad? I can do this on my iPhone already. I use a cloud service application – like Dropbox or Box.net and an application such as QuickOffice to edit my documents. Sure it will be great to have more robust applications but I don’t think this is a major show stopper.
- Does the iPad support Microsoft Exchange email? I personally don’t care as I have dumped Exchange in favor of Google Apps. This is a very pressing question for all those folks using Exchange. It even more pressing for the IT folks supporting Exchange who need to explain to their users why they can’t use mobile devices like the iPhone or iPad in this way.
- Does the iPad support VPN and configuration management? Again, I don’t care. But this is an important aspect to consider in the enterprise.
- Can you use media services other than iTunes on the iPad? I might not care. And it would be great if I could playback from NetFlix or any of the major network websites.
- Can the iPad be used for videoconferencing? No camera, so apparently not. I think the addition of a web conferencing camera(s) and stellar speakerphone would be a KILLER application for this device.
- Will the iPad’s internal storage be upgradable? I got a lot of stuff. I need ready access to it OR I need to haul a lot around with me. There are two choices here – allow m to use external devices OR allow me to expand my device storage.
- Will Apple allow the use of Flash on the iPad? They will have to – eventually OR they will lose the marketshare they have built.
Verizon and the iPhone
I keep telling people that they should not hold tier breath for this one. I don’t think it is realistic to expect Apple to deliver a CDMA radio based iPhone when LTE technology is right around the corner. Verizon is building out its 4g LTE network in 2010 and 2011. Guess what, that’;s just in time for the 5 year (people seem to forget that) exclusive deal Apple has with AT&T to expire. That’s when you will see it – when it won’t cost money to run two production lines AND when Verizon has LTE in place.
While we are at it – think back 3 years. Do you think Verizon’s network could have handled the influx of iPhone users and data use? I personally do not think so. Verizon is very protective about its network. I think those phones would have been locked down and prohibited from a lot of things much like AT&T did (navigation apps) and continues to do (tethering).
I’m not trying to defend one network over the other. I use AT&T. I was employed by Verizon. Both have their merits and headaches.
XO Laptops for Haiti
Posted by: | CommentsNicolas Negroponte sent out a recent e-mail plea to former Give 1 Get 1 (G1G1) program participants. I am a proud participant.
At the end of 2007 I, like many others participated in the Give One Get One program of One Laptop per Child (OLPC). 75,000 laptops went to Rwanda, Ethiopia, Mongolia, Cambodia, Oceania, the West Bank, and Haiti. An additional 75,000 laptops came into the USA as part of the “get” side of the equation.
In light of the recent disaster in Haiti, the OLPC group is gathering used XO laptops to send to Haiti. If you or the child to whom you gave the laptop is no longer using it then kindly send it to the address below (even if it is broken).
OLPC FOR HAITI c/o Exel
615 Westport Parkway #500
Grapevine, TX 76051
75% of the schools in Port-au-Prince have been destroyed in the recent earthquake. Because of the XO’s unique features (sunlight readability, solar powered, water resistant, drop proof), it is also an ideal tool for relief work.
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I do have to agree with the usefulness of the laptop. It’s a great travel PC if you don’t need anything sophisticated or can live on Google apps for productivity software. I have often used mine for writing in the bright southern sun. I could see how useful it would be as a disaster relief tool. As such, I will be sending mine in. I encourage you to do the same.
Customer Dis-Service in the State of Georgia
Posted by: | CommentsStream Energy claims on their website that “It’s OK to switch, really!®”
Well… I’m sorry I did. In fact, I am sorry that I have involved myself with this company at all. So dissatisfied, that I created a list on twitter for “Companies I Hate” and added Stream as the number one entry. ***Edit: Stream Energy and I have come to a resolution for my particular concern. The resolution has been added later in this blog post.
Stream Energy's website - Jan. 2010 (click to see full-size)
Why? Simple really – it all comes down to customer service. But first, let’s look at their website again. They claim, “With competitive rates and outstanding customer service, Stream Energy has quickly established itself as a leading power and gas utility company serving the needs of customers in Texas and Georgia.”
So they make a pretty bold claim here. Not only will you get competitive rates, but you will get outstanding customer service.
First, the rates – they are in line with the others in my area. Maybe a penny less per therm. I have yet to get my bill, so I don’t know what surcharges are hidden in there and if in fact they will be less expensive. The teaser rate is significantly less. I’ll go along with the word “competitive” in this case.
Now, lets talk about customer service. Or should I say dis-service.
I’m going to skip the whole PITA (pain in the ass) online application (which wastes a good 20 minutes [if you read everything] and requires a follow up confirmation call) and skip right to the confirmation portion. I was told I had a morning hook-up scheduled (hours between 8 AM and noon) and that I had to be on premises to pay a $25.00 connect fee. Since my alternative residence is only 15 minutes away, I asked if they could call me en-route so that I could meet them. I was told this was not possible. OK, I can live with that so I made arrangements to not have appointments that morning so that I could sit in a house with no running water and no heat in order to wait for gas hook up. Please note: The confirmation date was a good week and a half out and the premises in question is already equipped with a gas meter hook up.
Did they arrive on time? If my watch was set for the Hawaiian Time Zone (UTC -10h), then yes. A service tech did not arrive until 3:42 PM. Yep, I waited almost twice as long as the window promised in a cold house, losing billable time.
Now I am hungry and have my afternoon appointments in jeopardy because the hook up has not occurred yet. I call my clients and reschedule. I call Stream to find out what the deal with my hook up is. Did I call Stream Energy? You bet I did. By the way – if you don’t know your account number, you will need to go through several menu choices to talk to a representative.
Here’s where I get mad. I am now told that my hook up is an all day appointment. I ask how long is a day – what are the working hours? I am told it shows as all day. Yes, you told me that. When does the day end? 4 PM? 5PM? 7PM? Worse, I felt as if I couldn’t ask my question because the CSR kept interrupting me before I finished asking my question. How can you help me if you don’t listen to my question? I am given the phone number for Atlanta Gas Light. Great, another number to call because Stream can’t answer my question. Inefficient and rude.
I call AGL. They send a tech over who tells me that I didn’t need to be on premises and I don’t need to pay $25.00 on the spot. Great – now Stream totally had me waiting there for no reason and I lost a complete day of billable time. A whole day of billable time to save on 2 months of service. Yeah – that’s a good deal!
***Resolution communication
So what to do? Turn to social media. They have FaceBook and Twitter plastered on their website. Unfortunately, on FaceBook – its a FAN page. At this point I am anything but a FAN. So I tweet. I decide I am going to Tweet at least once a day until I either receive a response from Stream OR get sick of bashing a company.
It took Stream Energy ONE WEEK to respond to me. The initial contact did come from a Sr. Executive (name and position withheld without release permission). I also recognize that every story has 3 sides: both parties and the truth which lies somewhere in-between. I’m also sure my view is still obscured by what I perceived to be lack of respect, rudeness, and a wasted day. AND I appreciate them reaching out. That act restores some credibility.
So after a few other e-mails, I receive a few phone calls (yes they were persistent since I did not return the calls at first) from a senior leader of their customer service team. He informed me that he had personally looked into the matter and that they would be using this situation as a learning experience for their representatives. Hopefully my experience will benefit other customers. The key points for me as a learning experience are as follows:
- Provide accurate appointment data such as time, presence required, and fees to the customer for hook-up day.
- If Stream can’t provide #1, then provide flexibility to the customer such as a courtesy call before the tech arrives. If that’s another company’s responsibility – work it out. Stream is who I buy gas from.
- Don’t make me call a third party. Stream is my contact – and should handle it.
- Ensure Stream’s customer service representatives listen to the customer’s concerns or questions. And ensure they don’t provide vague unhelpful information.
I wish that was the end of the story. Unfortunately its not. And the rest of the story becomes a great case study for what to do/not do in terms of using social media for business development.
About two hours after hanging up the phone with the Customer Service leader, the same Sr. Executive whom initiated contact sent a follow up e-mail. He kindly suggested I consider deleting my tweets and any related posts. I kindly declined.
Here are the lessons learned for utilizing Social Media as a business strategy.
- If you are create a social media business presence, be prepared to respond via social media For example:
- Visitors to your FaceBook page may not want to be a “fan” or “like” everything about your company. Provide contact information access to your company there OR allow people to post content.
- If you have a Twitter account for your company, be prepared to respond to tweets and questions in a timely fashion. If you are just squatting on the Twitter handle – disclose that.
- Establish some sort of “brand reputation” or “monitoring” strategy. This can be an expensive solution such as Radian 6 or a cheap roll your own solution with Google Alerts. It’s not hard and it will allow you to catch issues before they become serious problems.
- Treat every faux-pas as a learning opportunity. In this case, Stream did that. Unfortunately they dropped the ball when they requested it go away. Embrace your mistakes. Show the world your company cares and adapts to legitimate concerns of the customer. This will only help your brand.
I welcome any posts from Stream Energy on this matter. I also welcome any thoughts or comments regarding Stream Energy’s request to consider removing my tweets and posts.
Hey there friend… Wave?
Posted by: | CommentsIt’s been a busy few weeks with some looming project deadlines, so I received a nice pick me up on Tuesday when Google informed me that I was receiving my Google Wave invitation. Now two days later, a whole bunch of my Wave friends and I are wondering what next?
My Irish friends are keen on discussing the upcoming Ireland-France play off match. Well, that and posting where they are all going for a pint via the map and voting gadgets while my day is just getting started.
My learning and development peers and I have been discussing how we believe Wave will be a revolutionary tool for distance learning because of its ability to provide a rich collaborative environment for breakout sessions. So then I started wondering – how would this work on my mobile phone?
I haven’t had the opportunity to test it on my old Windows Mobile or Android phones yet, but I did fire it up on the iPhone. It gives a warning screen that it’s “not a supported browser”, but you can bypass that and it’ll run. It’s missing some of the features of the normal version of Wave, but works well.
Then I discovered App-It. App-It is a web page at www.AppIt.us. It’s quite simple in that it is a list of links to Google apps, like Gmail, Calendar, Talk, Latitude, voice, etc. Just make Wave shortcut, by clicking the (+) button in your browser and “Add to Home Screen”. This creates an icon on the desktop for convenient use. Now I’m in Google heaven as I use these apps on daily basis for my business.
Are you a Wave user? if so, what are your thoughts? How have you used it so far?
