Just because we can doesn't mean it's a good idea

The Latest and Greatest

I wonder how many people will see this video and actually believe Apple has developed such a product, or even try to rush out and buy the “latest and greatest.”It’s hard to say what technology or innovation people will embrace. Texting still amazes me; yes, I can see where it can be useful from time to time to send a text when you don’t need an immediate, reply or it is not convenient for you or the other party to talk, but Alexander Bell and all phone people since have worked hard so people can talk as if they are side by side, and now everyone wants to type out a messages. I've seen my teenagers ride in the backseat, plugged into their ipod and texting while a friend rides beside them doing the same thing. Are they texting each other? Is that progress? How is it impacting verbal skills? Just because we can doesn't mean it's a good idea. Now Micro Soft is pushing soft phones (software phones on the computer)more here. Do we really want our pc to be our phone? Do we want to point-n-click to answer and dial? How do you feel about sharing your headphone with everyone who needs to use the ‘phone’ in your office? What if you don’t notice and your pc updates while your own an important phone call? Do you get as much satisfaction out of slamming a mouse as you do a phone receiver (and will PETA get you if you do slam your mouse)? Maybe this convergence of communication platforms is a good thing; maybe one device will be able to serve all our communication and computer needs. What will it look like: a mini pc, a big blackberry or iphone, how about a pilot’s helmet with a hud display and com links? Just because we can doesn't mean it's a good idea. What so you think?

Are we there yet

1993 - 1994 Commercials
- In 1993, all the innovations in these commercials were dreams on the horizon, new and exciting. Many of them are common place now, woven into the fabric of our everyday lives, conveniences like gps, video on demand, and online purchases. What I find really amazing is that the technologies presented in these futuristic commercials that aren’t in use today, have been superseded by more useful technologies. Compare the distance learning center to what we know today, or the phone booth (you can hardly find them anymore; we all have portable communication devices). As the communication and IT industries continue to converge they're making good on a lot of promises, changing the way we communicate which is changing the way we do business, educate, and socialize. The baby in the commercial, now a junior or senior in high school, can’t imagine a world that is not online, a life without facebook, itunes, and online banking. I wonder which of today’s innovations will be part of everyday tomorrow.

Press 2 for tech support

We want effective tech support. We also want to provide it. Many phone problems and internet/computer issues can be resolved over the phone or through telnet; it increases customer satisfaction and can save us the expense of rolling a truck to the customer’s site. What can we do to provide good tech support? We need to be knowledgeable of the equipment, programs and tools we are trying to work with. Of course no one can be all knowing so it is good to have access to, and know your way around some good “cheat sheet” and reference sources, including other people. Here are some guidelines I use.
•Assure the customer that you are going to try and help them resolve the issue
•Assume nothing
•Ask systematic questions, is the power light on, is the modem plugged in to the jack and the computer……..
•Attempt the quick fix first unless there is a really, really good reason to look elsewhere, reboot the modem, recycle the power….
•Ascertain the status of the equipment and the need or ability for further troubleshooting
•Access and apply your resources
And sometimes.....you just have to punt.

Press 1 for english

I’ve been there, a customer’s communication system crashes and nothing I do resuscitates it. In desperation I dial the vendor’s tech support line and I get “Bob”. “How may I he`elp y`ou,?” Bob says. I can tell right away Bob is not from Atlanta (or North America for that matter). Now I’m sure Bob is very intelligent; he knows two languages (though English is not his first). The problem is I’m already frustrated and moving closer and closer to panic; I have a customer who can’t be called giving me updates about how much money they’re losing. Bob and I don’t need to waste time trying to figure out what each other is saying. I need Bob to communicate with me clearly and concisely about how to get his company’s product which is my customer's equipment going. I believe it would benefit vendors and their customers if they reflected on these matters when setting up tech support centers. It is not sufficient for techsupport technicians to be proficient with the equipment they support, they must also be able to communicate that knowlede in a meaningful way to the people they are trying to help. I think a good test is for the tech support expert to talk a person who has minimal knowlege of the subject matter through a task (in the language the technician will most commonly support). Technology is evolving so rapidly today; it is impossible for field technicians to be experts on all the makes and models of communication equipment, and network equipment they encounter. Effective tech support is a must.