Simple Change Saves and Costs a Fortune

Jimmy and Grandad go to find the snow (or lack of it)I’ve been thinking a lot about all of the little things that make life simpler in tiny little ways, and also all of the things that do the reverse.

A few weeks back my employer changed the default policy for attachment forwarding. In the past email was forwarded with attachments by default, now it’s forwarded with the attachment stripped out. It was a really simple change, I even read about it in the communication material. The business justification was quite simple – save on some storage. I’m sure we were using lots of storage that we didn’t need to use because of redundant attachments floating around the place.

A nice sound direct cost reduction opportunity, who could argue with that.

I’ve been using (and support) email systems since they weren’t capable of handling attachments. All of that time attachments have been forwarded by default. If someone sends me something and I know that someone else needs to see it – I forward it, all of it. It’s obvious.

And there in lies that challenge – a direct cost reduction opportunity v my expectation.

I have already lost count of the number of times I have had to resend something that I forgot to send “with attachment”. I know that the default has changed – but I can’t make the change in my working practice. The cost of these mistakes is huge, it’s not just my time resending the item, it’s the time of the people who receive the denuded email. They have the thankless task of trying to get back in contact with me so I can send them something that they can use.

The other day I watched Emily struggling with cut and paste. I showed her how to use ctrl+x, ctrl+c and ctrl+v. She can’t get over how much easier it is for her to use. I thought about the amount of time she was wasting and wondered about the people using the 1 million+ desktop devices that we look after as an organisation.

I’ve recently been involved with a customer who was suffering from performance problems. One particular senior person was suffering the worst. An engineer looked at the contents of the device and noticed running software to synchronise to just about every hand-held device that has ever been produced. This person only uses a BlackBerry and don’t synch it with their laptop, they synch over the air.

It’s been an issue in the industry for a very long time – how to make people efficient. We don’t seem to be any further on. I suspect that I could save an organisation millions, and make a lot of people very happy by giving them small amounts of efficiency coaching.

One of the ways that we normally measure efficiency is to measure something and then improve it. But even there we don’t seem to be in a good shape. I’d quite like to be able to measure who long it take an application to start across an organisation – but there are scant tools available. I’d quite like to be able to measure how long it takes a desktop device to start-up and become usable – again, scant help tools available. As we are moving beyond reliability being our biggest issue, perhaps we’ll start to focus our attention on performance, real end user performance.

We definitely need to start assessing changes on the basis of overall end user cost, as a minimum. This should be offset against the direct cost savings.

Goodbye Arthur C. Clarke

Jimmy and Grandad get used to an autocueArthur C. Clarke has died at the age of 90.

I remember being absolutely captivated the first time I saw 2001: A Space Odyssey, it was released the same year I was born so I’m not sure how old I would have been.

It was only later that I discovered his three laws of prediction:

  1. When a distinguished but elderly scientist states that something is possible, he is almost certainly right. When he states that something is impossible, he is very probably wrong.
  2. The only way of discovering the limits of the possible is to venture a little way past them into the impossible.
  3. Any sufficiently advanced technology is indistinguishable from magic.

I have now lived long enough to see each of these three laws play out. They overshadow so many of the conversations that I have with colleagues and customers.

The personal danger is that I become the “distinguished but elderly scientist” in the first law.

Concept of the Day: Disconnect Anxiety

Jimmy and Grandad go to find the snow (or lack of it)Sometimes I feel I’m turning into a grumpy old man before my time and all that I am doing is raising the ills of IT. Unfortunately today is no exception.

Today’s ill is disconnect anxiety:

Disconnect Anxiety refers to various feelings of disorientation and nervousness experienced when a person is deprived of Internet or wireless access for a period of time.

If you are reading this blog you have probably experienced this anxiety and you are not alone. The Solutions Research Group has done some research in the US and the numbers are quite startling:

Overall, our research finds that 27% of the population exhibit significantly elevated levels of anxiety when disconnected. In terms of profile, 41% of this group are 12-24, 50% are 25-49 and 9% are over the age of 50.

A secondary group of 41% exhibit above-average levels of anxiety occasionally, depending on the situation.

The balance, 32% are below average in their anxiety response when unable to use their cell phones or the Internet. This group is disproportionately older than average (i.e., majority being 50+).

Or to put it graphically:

They went on to do research to try and understand why and how the anxiety was manifest. It’s a good report and links in nicely with a number of the things I’ve said previously about ADT and the machines taking over.

Perhaps that is why laptop free meetings are such tense affairs these days – everyone is experiencing disconnect anxiety.

Personally, I’m only occasionally anxious about being disconnected.

The summary of the report is here (pdf).

Hat tip to Endgadget.

Technorati Tags: ,

The Great Big Monitor Mystery and the Multiple Monitor Mystery

Jimmy and Grandad go to AmericaThere is clear research that giving people more screen real-estate makes them more productive. This has been recently highlighted by the Wall Street Journal. Numerous studies have shown similar results before (here, here).

So where it the mystery?

I work for an organisation that supports hundreds of thousands of desktop and laptop devices for its customers. As far as I know not a single one of those customers is beating our door down to provide large or multiple monitors to their staff.

These studies show significant productivity gains with a potential return within weeks. The equation would appear to be quite simple – spend £150 and get back hundreds of hours each year.

I’ve talked to a few customers about the research and the response was lukewarm at best.

If someone said to me that I could work 10% fewer hours if I spent £150 I think I would be quite interested.

So why such a tepid response from customers?

There are a number of possible reasons but two of them stand out:

  • They don’t believe it.
  • They don’t care.

If you have been around IT for any period of time you will have been involved in a project that promised significant productivity gains but delivered little, or was perceived to deliver little. No one believes it anymore, the level of cynicism is just too high. I have some sympathy for this point of view.

I suspect that it’s difficult to measure the real productivity benefit of screen real-estate for most knowledge workers because it’s difficult to baseline their productivity in the first place. There are, however, all sorts of ways of getting some level of understand and the cost of running a pilot deployment, for instance, could be quite low. So why don’t they?

I suspect that lack of belief isn’t the primary reason for the lack of interest. I think that the primary reason is that they don’t care, and the reason they don’t care is that it’s not their problem. Most IT organisations that I speak to are focused on managing the cost of IT rather than the value of IT. Productivity is a value – an extra monitor is a cost. These IT organisations don’t get the credit for adding to the productivity of the organisation, they just get beaten-up for adding to the costs.

Perhaps we need to abolish IT organisations, and turn them into productivity organisations.

A Technologist for 25 years

Jimmy and Grandad watch Mr. BenI’m soon going to be 40 (yes really). I wanted to write this posts before then so that it didn’t sounds like I was writing as a forty-something. For some reason it seems better it seems better to be looking back as a thirty-something.

I’ve been a technologist now for over 25 years. My love of technology started with the Sinclair ZX Spectrum which I received as a Christmas present at the end of 1982. I was dazzled by all of the potential. I had a friend who had the older ZX81 and we used to spend hours getting games to work (it took so long that you rarely actually played them) and writing some code. Once the ZX Spectrum arrived, though, I was off writing code day and night. One of my ‘O’ levels had a computing element and I submitted the code that I had written which I printed out on the silver thermal paper that the ZX Spectrum printer used. The teachers were amazed.

I’ve still got the aged ZX Spectrum in the loft.

After 25 years I’m now seeing things from a whole load of different angles. I often feel a bit like Sting who once wrote:

I never saw miracle of science
That didn’t go from blessing to a curse

For many of the technology advantages that I see I am also seeing many curses.

Miners compensation has recently made a return to the press in the UK. People suffered serious injuries over many years – mainly through ignorance. I look around me at work and I see all sorts of medical conditions that concern me. I see people who are clearly impacted by attention deficit trait. I see people who have a posture that has been impacted by years sat at a keyboard. The volume of people off work with stress is alarming. How long will it be before we start to realise what we have been doing to ourselves over all these years.

And then there are all of the ecological issue – particularly power consumption.

But beyond that I worry whether we are really doing any good at all.

I’ve talked before about teleconferences and their impact upon productivity. I’m sure that in many cases the impact has been a wholly negative one. On Monday evening I had to be at home to cater for a set of people who were coming around for diner. It was all planned in my diary, I was unavailable for work. But then an urgent teleconference was called – right in the middle of when I was most required. I should have stuck to my principles and said no, but I didn’t, I joined the call. The result was that I was sat at diner with the phone on speaker-phone rushing my food down. If the technology had not been available it would never have been an issue.

I work with a lot of customers who use office productivity software. There ability to produce content has gone through the roof. Once upon a time a document would have a single title page. Every document I receive these days has at least 3 or 4. Why? Because they can, lots of reiteration of the same information that someone thinks is important. I’m currently looking at a pile of paper over 1″ high. I need to review the contents of these document today. There are only a few things that I need to know, but I will have to trawl through the entire pile to be sure that they have been designed in the way that I need them to be. We seem to live in an age where the adage “never mind the quality – feel the width” has become a mantra. Why? Because it takes longer to say things precisely and succinctly than it does to blurt it all out. And the really demoralising thing is this, I know that most of these documents have been produced to get a tick in a box. They have been produced because the process says that they need to be. No one knows what the real purpose of the document is, they just know that they need one.

And then there is the issue of Internet usage and the risks that are involved.

But then I take a look around me and also into my own life, and I wonder?

Am I just being a grumpy old so and so?

I think about Jonathan and his dyslexia. He is coming up to taking his GCSE’s. In the past his hand written notes would have been ignored as too difficult to deal with. He would have been regarded as slow and a problem student. Today his typed notes and course work are usable and show his rich intelligence.

I think about the photographs that we took in Venice recently and the way that we could make them available to many friends. They get so be a part of my experience in a way that they never could have been before.

I think about the updates I get on twitter about colleagues who are hundreds of miles away. I get to be a part of their day in a way that I never could have been before.

I think about the GPS in my BlackBerry and how useful it is to be able to see a satellite view of where I am.

I think about my iPod and the podcasts that I listen to. As a tool of learning I’m constantly amazed at the knowledge that I can carry around and ingest on the move.

I think about the emails that I exchange with my brother as he works on a cruise liner somewhere in the Gulf of Mexico. It takes weeks to get post to them.

I think about the way that I can go into a shop and talk to them about a purchase and check the price of the same goods in hundreds of other places before I decide to buy.

I think about the mountains of information that I consume every day. Thousands of blogs from hundreds of people. A breadth of information that was unthinkable in the days when I had to buy a paper to know anything about the world.

Sting may have said: “I never saw miracle of science. That didn’t go from blessing to a curse” and I think, to a certain extent he is correct. Each one of the benefits has a draw back. But Arthur C Clarke said “Any sufficiently advanced technology is indistinguishable from magic.” I think I am missing a little bit of magic at the moment, but I suspect that it won’t be long in coming.

Keeping a clean machine – so difficult

Jimmy and Grandad go to AmericaI’ve recently started afresh with a completely clean new machine. The aim of this machine is that it will eventually become my production machine.

I’m only adding things to this machine that I actually use. I’ve not made any pre-judgment on what I use, I have decided that I will start with a blank machine and add things as I need them.

My aim with this has been twofold:

  • I wanted to see what software I actually use – not just what I think I use.
  • I wanted to see how long it would be before I collected something that I will never use.

Today I received the first piece of software that I will never use – Adobe Photoshop Album Start Edition. How did I get it? I installed Adobe Reader. Just like that I now have software taking up resources on my device, and not just disk space, it also loads Adobe Photo Downloader. 2MB of memory stolen, just like that. I am now kicking myself. I nearly didn’t go with Adobe Reader, I nearly installed the Foxit Reader.

And now, to uninstall this software (that I never wanted in the first place) I have to close down all of my browser sessions because presumably it’s installed some extensions in there that I will never use either. And for some reason, that is bizarre in the extreme, I’m also having to close my Lotus Notes session.

This free software that I never wanted is proving to be very expensive (in terms  of my lost productivity) indeed.

last night I spent an hour at a friends house cleaning up a PC that had collected so much tat and rubbish that it was becoming unstable.None of the software was malicious, I’m sure that it would all be useful to someone, but it was all tat. Is there any wonder that people get to the point where they hate PC’s.

It’s like junk-mail, only worse and like junk-mail it needs an industry answer. In the UK we have a service that allows people to opt out of most forms of junk-mail call Mail Preference. Organisations that continue to send junk-mail get heavily fined. Perhaps we should start to do the same for software.

Lost my blogging muse

Jimmy and Grandad enjoy a PrismI seem to have entered into a season where I am struggling to write. It’s been an extended period of time since I have had anything really constructive to say, it’s been even longer since I have had a flow of ideas that have resulted in a number of different posts.

It’s like I’ve lost my muse.

It shows the power of being busy doing.

I’ve had no muse because I’ve made little time to cultivate one. Little time to take in fresh ideas. Little time to meditate upon these ideas so that the make me think beyond the information. Little time to then write about the ideas that have been created in the mental stew of my brain. Little time to exercise and to stimulate the brain cells.

I miss it.

Time to regain control and to find my muse.