lekkimworld.com - Responses

Re: IBM moving to electronic support only

Mon, 21 May 2012 13:04:14 GMT

While I have no problems with electronic submissions, it makes many assumptions about the expertise of the submitter, the availability of the electronic support system, the prior setup of the submitter to be properly provisioned to submit technical requests, the expertise behind the various Passport Advantage roles, etc. When all of the pieces are in place and there is a very high level of expertise, the system works fine. We often see where there is a failure in the ability to submit an ESR in a prompt manner due to one of the assumptions being invalid. When there is a problem causing angst among humans due to a computer not operating as desired, humans are often necessary to mitigate the emotion and get the process started.

For support, continuing to having multiple entry patterns and informal means to triage requests is critical.

Re: IBM moving to electronic support only

Sat, 19 May 2012 17:48:08 GMT

I guess they can find a better random answer generator than that :)

Re: IBM moving to electronic support only

Sat, 19 May 2012 16:40:28 GMT

I imagine Watson will be answering the emails.

Re: IBM moving to electronic support only

Sat, 19 May 2012 09:17:17 GMT

Selling less for more hardly ever is a good thing, at least for the customer.
I consider this a bad move but IBM is not alone. Customer service nowadays seems to be a perfect place for saving money.
People need customer support when their product does not work (or at least they think so). The more channels you have for solving such problems the better it is. And neither the entry forms nor the eletronic support portal are "top notch" and they probably never will.

Re: Send/SMS...

Mon, 14 May 2012 08:32:07 GMT

Hi,

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Re: Joda Time comment

Fri, 11 May 2012 08:02:16 GMT

Mikkel,

That is very useful indeed! Thanks for sharing!

Re: Multiple SMTP relay hosts

Sat, 05 May 2012 21:49:12 GMT

Hi, Thank you very much, it is too useful.

Re: Go the f*ck home!

Sun, 29 Apr 2012 07:36:51 GMT

I agree with the overall conclusion, however I am fairly sure that the study could easily be improved. As I read the study it assumes that work hours are consequtive. Many studies over time have shown that the most effective / productive way of working is by breaking the workday into smaller sprints (e.g. http://blogs.hbr.org/schwartz/2010/05/for-real-productivity-less-is.html ) The conclusion is still stands, that overall you do not get more work done when you reach a certain level but there are more factors to consider. If you are low on resources at 2 o´clock - GO HOME. Play ball, walk the dog or whatever recharges the batteries and then revisit the job at hand.

Re: Jason Fried: Why work doesn't happen at work

Mon, 23 Apr 2012 16:23:28 GMT

He gets some good laughs, but I can't say I really agree with him....maybe I'm just weird.

His take on meetings might work when you're building a web startup, but I can't imagine we'd get a space shuttle in the air without meetings and a common place for people to gather for at-will face to face discussions. I regularly attend meetings called by peers....mangement invites are not as common.

Re: Show 'n Tell Thursday: SWT drag'n'drop in Notes 8.0.x and Notes 8.5 (19 February 2009)

Thu, 19 Apr 2012 17:57:54 GMT

I think you have to cast to the Person interface and not the implementation class btw.