Tony Dye

Notebook WYSK

WYSK = What You Should Know (thanks Stephenie)  (Formerly WWWYK)

Our experience at Perimeter is that it takes a whole lot more time and effort to support notebook (and tablet) users than desktop users.  Somewhere, there's a balance of what we (IT) should do and what they (the user) should do.  I'm not sure we've ever found that balance point.  We're experimenting with the idea of reinforcing, retraining, reminding, (or even re-demanding?), that the notebook users think through the benefits, and consequences, of notebook use. 

Our very high level thinking is what we're calling "Notebook WYSK."  Here's our first shot at it (which means it is probably not at all what the final will look like, if we even go forward with it at all)

Notebook WYSK
As a notebook user, you’re receiving incredible flexibility and power.  Of course, with great power comes great responsibility!  Good stewardship mandates that you, the user, take on that responsibility.  If that’s not a reasonable request, then probably a WinTerm or Desktop computer will better suit your needs.

1. Use Outlook offline when appropriate (which is the majority of the time)
2. Close everything before making a state change
3. Know when to run ScriptLogic
4. Understand working offline icons and ramifications
5. Know where your files are, and should be, and how to get them there.  Also be aware of the size of your storage
6. Know the consequences of working on-line vs. offline
7. Use remote resources appropriately
8. Understand what dock, undock, sleep, logoff, shutdown, restart, each do
9. Be patient, plan, and generally “don’t do stupid things”
10. Physically protect your notebook
11. Handle notebook security – physical and data
12. Understand changing your password and when to do it (and when not to, as in #13)
13. Prepare in advance for travel and other out of office experiences

Does that sound like we're disparaging our users?  Or failing to serve them?  Comments and alternative suggestions are welcomed!

Would You Do It Again?

Most Saturday mornings, I meet with a group of guys for some discipleship time.  Now "discipleship" might be stretching a bit -- at the moment, we're going through a non-Christian book (but by a Christian author), Integrity by Henry Cloud. In a section on "trust," and "character," the question comes up about someone you've hired before; "would you do it again?"

That got me to thinking about a lot of the wonderful people I've had opportunities to work with through the years.  Going beyond just who I've hired, I got to thinking about everyone I worked with, or for.  Which of those people would I eagerly jump on an opportunity to work with again?  I'm sure this is an incomplete list, but any of these people are on my "wonderful" list and I would love to work with them again!  I'm specifically leaving out people who I currently work with, well...because that just wouldn't be fair.

• Cindy Pruitt (Credit Data)
• Mike Childs (Credit Data)
• Tracey Rice (Credit Data)
• Pam Parker Smith (Southeast Data Services)
• John Allen (Lanier, Intergraph)
• Jeff Barber (Lanier)*
• Kevin Davenport (Lanier)
• Barb Fraser (Lanier)
• Jim Totten (Lanier)
• Leanne Whitson (Intergraph)
• Nathan Stewart (Intergraph)
• Kerry Webb (Intergraph, XLConnect)
• Stephen Wareham (Perimeter)
• Cheryl Flanagan (Perimeter)**
• Tavie Allan (Perimeter)

Who's on your "I'd absolutely do it again" list?

* I'd already started working on this post and had Jeff Barber in mind.  I'd lost track of him and was wondering where he was.  Last night I ran into him at a restaurant!

** Cheryl has been doing some contract work for us.  Monday, December 3rd, she's coming back on staff, so here's a case where I do get what I want!

Training Dilemma

As we're going through our ProVision training, we're once again running into an old problem:  different users have different needs and skill levels and learning styles.  (big duh, huh?)  It's very hard to zero in on a specific target.

Of the 25 or so in the room, about 18 are fully engaged, taking everything in at the pace delivered.  2 or 3 are confused, not having a clue*, and another 2 or 3 are bored stiff (ordering movies from NetFlix, etc.)  Other than having very small classes, how can this be resolved?  A few months back, I said we were rethinking training, yet here we are again, with a large class, and lots of hours per class segment.

Guess I need to go back and re-read my own advice! :-(

None of this means we're not having great training.  Actually, we're hearing very good things.  I guess I'm still looking for perfect.

* OK, that was cruel.  "not fully getting it" would have been better.

Welcome Ivey Thomas

Ivey Thomas is the most recent addition to Perimeter's IT Staff, joining us as our Data Quality Specialist.  Actually, Ivey's been around Perimeter for a while, in the membership department.  She's now part of our staff to help consolidate all "data" roles into our IT department.  As we're switching our staff to ProVision CRM, Ivey will play a key role in make sure we have, and maintain, very clean data in our database.  The software will help, but Ivey is the "difference maker" in the overall process.

OK, this isn't the best picture of Ivey, but it may be the most interesting.  Yes, that's a pink sweater.  And a pink phone, and a pink pen.  But, can you tell that her notebook is also pink?

ProVision User Training, Day 1

Today we did our first real *user* training on ProVision.  I was kind of surprised (mostly pleasantly :-) that Whitney went way beyond just a showing, and actually let the 25 or so users get into the product and do hands-on!  Most of the focus today was on one of the keys of ProVision: familiarity.

In years past, I used the term "easy," and then tried "friendly."  OK, those are both good terms, but not necessarily accurate.  If you're an Outlook user, you might think it's easy or friendly.  However, there are plenty of other Outlook users who use it all the time, but think it is very UN-friendly.  Both of these groups still use it, and have learned to work within it.  Our claim (and it's proving to be mostly true) is that if you are familiar with Outlook, then using ProVision will also be familiar.  (Interestingly, a few people are learning features of Outlook during our ProVision training - hopefully that's a bonus)

Much of the day was focused on very basic things.  (do you retrain your staff on basics, often?)  Basics of navigation.  How to search.  How to search in a way to actually find somebody.  Searching on first AND last name at the same time, or pieces of each name.  These are basic, yet worth some focused time.  Some people saw this as a great benefit of our new system.  Dare we tell them it worked in the old system too?

After the break, Jim took over, touching on a lot more basics, like Internet Explorer toolbars.  It seems we can never over-train on the basics.  Then he continued, drilling into more details, like the way to look at families, and then members of families.  A bonus: according to Steve Bauserman, if you call Microsoft and mention that you're using CRM from the ACTS group, Microsoft should refer to the "C" in CRM as Congregation.  Even if they're just thinking about doing that, wow!

ProVision Launch Status

It was exactly one year ago today that we announced our ChMS decision.  A lot has happened since then.  Development...A Code Name...Installations...Demos...Scope Creep...Schedule Delays...Change in Subcontractors...Press Release...Change in Name...We even had a User's Group Meeting!  A few weeks ago, we did our first conversion of data, and then just over two weeks ago we started our IT and Super-User training.

This week, we start the training for our first group of "regular" users, and have a second group next week.  Then we do one final data conversion, set the bi-directional connector to our live database, and then give the big "GO" signal, and take it live.  Our most optimistic schedule has that go-live date the week of December 10.  And yes, we do have some fall-back plans in case our next couple of weeks turn up more than a reasonable number of surprises.

What's most interesting is that the go-live date isn't the end of the road -- it's the beginning.  After we get the basics up and running, there's quite a schedule of enhancements that will keep us quite busy for at least another year.  When is that slow time that people talk about?

Customer No Service

I believe it was Clark Howard who popularized the term "customer NO service."  I've recently had that experience with one of the companies Clark often talks about.  I've had a Visa card for about seven years that I use exclusively for business purchases and I've been very happy with it.  Good service, nice rewards program, everything can be handled through a decent web interface.  All in all, just what I needed.  Unfortunately, that company was recently bought out by another who's well known for less-than-stellar service.  Things started off OK, but then I received my October Statement.  On the last page, where it would have been very easy to miss, it included some "important information:"

"We recently sent you a {new company} credit card to replace your existing {old company} credit card.  Our records indicate that charges have been made with the {old} card.  Please begin using your {new} card immediately and provide your new expiration date to any merchant who bills your account."

OK, that's an OK request from the new company.  Well, except for a litle detail -- I hadn't received the new card.  So, I waited a couple more days, just to be sure it wasn't in the mail.  It wasn't.

So, a quick browse on the website, an easy place to submit a customer service request.  I should have been more concerned when the request text box was small, and mentioned that your request can only be "a few" lines.  Anyway, simple message: statement says I've been sent a replacement card, I haven't received it, should I be concerned?  After clicking submit, get a nice indicator saying that I'll have a response within 12 hours.  OK, that's pretty good.  TWO DAYS LATER, I get an email that tells me I have to go to the website to see what they've told me:

"Thank you for your e-mail regarding your replacement credit cards.  We are delighted for the opportunity to assist you online.

We apologize for any confusion, however our records indicate that the last replacement cards were mailed out on Setpember 6, 2007.  Should you have any further concerns, please e-mail us again."

Then a little more about how happy they are to help and how much they value my business.  Kind of interesting how they thank me for e-mailing them, even though they don't let me e-mail them.

Now I'm rather concerned.  It's early November, they say the cards were sent in early September, and I haven't received them.  Kind of wish they were concerned!  So...another web request asking how to cancel that card and replace it with a new card and number.  Again, 12 hour response indicated, but actually TWO DAYS once more.  Then what an interesting message:

"Good morning and thank you for your e-mail regarding the replacement card you had requested.  We certainly understand your concern and please know your inquiry is important to us.

While we make every effort to assist our customers who contact us by e-mail, there are certain situations which require a conversation with an account specialist.  Since your account requires special handling, please contact our Customer Assistance Department at 1.800.xxx.yyyy.

Please be assured that we know your time is valuable to you and we would no direct you to contact us by telephone unless it were absolutely necessary.

We value you as a customer and appreciate your business.  If we may be of further assistance, please contact us again by e-mail.  Than you for choosing {big bad bank name}"

Groan, OK, onto the phone.  Call the 800 number they provided, which of course does not get to a person easily.  No "obvious" routes to get help, finally managed to get an agent, who didn't understand the issue at all, and apparently didn't know how to look at any of the notes to date, but did assure me many times that he wanted to provide me "world class service."  He finally realized he's have to transfer me to someone who could actually help (those were almost his words), and you guessed it, he disconnected me.

Call #2.  Interesting, I used my redial button, so I know I dialed the same number, but got a different [but equally useless] voice mail tree.  Once again, a lot of wandering before getting to another agent, who had no record of the previous call, so I had to explain it all again.  He put me on hold, then came back with interesting news.  The original statement message didn't mean that a new card had been sent, only that *next time* a card is sent, it would have the new bank name on it.  I re-read the original statement -- I don't think I misunderstood it, nor the previous message about "card WAS sent on Sept 6."  For the first time, there was just a hint of real communication as the agent admitted he'd read that message and "couldn't believe they'd said that."  But, then he switched back to the official script, thanked me for calling and wanted to know how else he could assist me.  Ugh!

It's clearly time for me to move ALL by business to USAA.  They continue to offer excellence in all they do.

Getting Started with Flip Video

Scott Logan let me borrow his Flip Video a few weeks back for my parent's anniversary.  If you're looking for a high-end video camera, this is NOT the device for you.  If you're looking for simple, basic, *anybody* can use it simplicity, well...this just might be a camera to consider.  It's a simple device that creates youtube quality videos, an even includes the editing and uploading software you need as part of the package (on the camera -- not even a CD).

Using the camera is almost too simple.  Turn it on, point, and press the red button.  When you're done, press the red button again.  When you're finished for the session, turn the camera off.  That's it!  It has a 2X digital zoom -- not very exciting, but again, the goal is simple.

Using the software isn't quite as easy.  The camera plugs into your computer as a USB drive, with an installer on it.  it's *almost* easy, but may not work for everyone.  With my synched "My Documents" folder, it created a bit of a challenge.  I expect on a "normal" home computer, it would be painless.  I found the speed of access the camera (as a drive, via USB) to be a bit slow, leaving you thinking it wasn't working sometimes.  Again, this may have just been my situation and not typical.  Normal operation is to run the software from the USB connection, never actually delivering the executable to your computer.  That's interesting!

Here's a quick look at the entire package and it's contents.

The box:

The inner box:

Opening the box.  These guys may have looked at the iPod packaging for ideas!

Instructions?  Who needs 'em?  This is ALL the paper that was in the box!  I like that:

Comes with carrying bag, batteries, lanyard, and even a TV cable:
   

My only complaint: I wish there was a short USB cable included.  I don't like hanging the camera, via it's USB connector from my PC's USB port.  (But it certainly works!)

My Son, The Journalist

My son, Peter, is now published, at least in his school newspaper:

After Graduation story

French Competition Story

1984

November 22, 1984.  It was a Thanksgiving day that year as well.  Twenty Three years ago!  That means we're starting the 2-year countdown to a 25th anniversary.  What great thing can I do for my bride on a Church Staff salary?  Hmmmm..

Who is that guy who still has a tiny bit of hair?