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Seattle Times: Via phone, MS is “worse” than 2005, but better than many

The Seattle times has an article this Sunday on navigating corporate automated-phone-system mazes:


“A year ago, The Seattle Times compiled a list of shortcuts for thwarting the phone systems at 60 local and national companies and government agencies.


“Again this year, we’ve spent nearly 2 1/2 soul-sucking hours on hold so you don’t have to, creating an updated list of tricks for reaching live help.


“The good news: Wait times were somewhat shorter this year. More companies are providing estimated wait times. And we found one company, Comcast, that will call you back if all their human helpers are busy.”


The complete table of companies surveyed by the Seattle Times (many here in the pacific NW are listed) can be found in this list (PDF).


Microsoft was faster than Dell (3 minutes) or Apple (2.5 minutes) for the time it took to get a hold of a real person: Microsoft clocked in at one and a half minutes. That’s 90 seconds – and they used our main 800 line. In comparison, eBay was over 12 minutes – but I have to say that I have found their email support to be quick and effective.


Trouble is, that time rates “worse” on the newspaper’s scorecard as compared with 2005. It’s 90 seconds or so off of the nest time (Nordstrom’s) but appears to be much better than most firms listed on the chart.


How to do better? I first wrote about this in a blog post earlier this year.


First, check out Microsoft Product Assistance to select your individual product and see what assisted support options are available for your product (for product software purchased separately from your computer). If you need support for software that came bundled with your PC, call the support number for your OEM (Dell, HP, Toshiba, Sony…) as listed in your product documentation.


And click here for more info on phone support in the US . We state upfront that “wait times will vary” when you call during West coast business hours. And keep in mind that Microsoft customers receive two (2) support requests included at no charge – many people don’t realize that. I called our 800 line for support and got thru to a live person in less than four minutes.


Here’s a quick lilst of the direct support numbers depending upon where you fall:



  • Certified Partner (888) 677-9444

  • Developer (800) 936-5800

  • ITPro (800) 936-4900

  • Original Equipment Manufacturer (800) 936-2197

  • Partner (resellers or consultants) (888) 456-5570

  • Small or Home Business (800) 936-4900 

  • System Builder (888) 456-5570 

  • TDD/TTY (800) 892-5234

Hours for Phone (Pacific Time): Monday – Friday 6:00 A.M. – 6:00 P.M.


I’ll ask our customer support folks this week and see what their response is to this report. 


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Of interest: Jack Palance and the “one thing”

Jack Palance passed away, and that is a real passing on many levels.


Briefly, I’ll mention one anedote that I recall more often to people, one item that I think mention most often.


Yes, it’s the “one thing” from City Slickers. OK, sounds trivial, but stick with me for a second. In the movie, Mr. Palance’s character mentions that there is “One Thing” that really matters in life. It starts with Palance asking Billy Crystal, “Do you know what the secret to life is?”



“No, what?”


Palance answers: “One thing, just one thing. You stick to that and everything else don’t mean sh*#.”


Crystal looks puzzled and asks, “That’s great, but what’s the one thing?”


“That’s what you’ve got to figure out.”


That one thing for each of us is to find out is that thing that drives us, our passion. That singular focus is really important, and it’s something that I often see in so many people in our industry, people involved in work outside their office (with our family, kid’s school, charities and friends).


I saw it this week walking through building 26, as we closed on Vista RTM. I saw it in people in the buildings where much of the Office team works last week. I saw it in the Xbox and Zune teams this week as we near the holidays. It’s all over… in MSN/Live, MBS, SQL, Longhorn Server, MS hardware (ooh, I want one of those new mice), online services and devices (I love my jasjar and my wife should enjoy the new Dash). It’s everywhere. I saw it this week with a new bunch of employees going through orientation (our “MS101” program which is so well done), new employees that were excited to be at our company to make a difference.


People are truly passionate about their work and that in itself is exciting. They’re truly interested in getting our products into the hands of customers and partners, to get their feedback and work on improving the products. They’re focused on making sure that we have the most satisfied customers out there. Over the next year we’ll release an incredible number of products, and it is really an exciting time to be not only here at a company that is driving so many different products, but also being one of the consumers at home and at our office (as we eat our own dogfood) looking forward to the new innovations and releases. I know that it won’t be all smooth sailing – we anticipate that there will be both satisfied and… well.. less than satisfied customers. But from what I’ve seen and experienced so far, the products are solid and the new things slated in the months to come are really exciting.


For me, the “one thing” at work is to make sure our product teams have what they need in their effort and focus on improving the customer and partner experience across the board. I work hard on my “one thing” focus at home on my family and friends. Figure that out the “one thing” for yourself and do it.


Have a good weekend.

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What I’ve read (110606)… and why bother to post the list

Someone asked why I bother to post my reading lists on to my blog.


In the course of my regular work, I talk to a lot of people inside the company (and outside, too). I often recall articles that have some relevance to the topic during the discussion. So, tagging articles of interest helps me to quickly find an article for later review and reference. (Windows Desktop Search has made that effortless for the articles and references I have in my archive). Del.icio.us has a feature that automatically posts the articles on to your daily blog, but I haven’t used elected to do daily postings.


Here’s what’s on the hit parade:


Wired’s archived story on Out of Phone Numbers? Add Digits – “Someday soon North American telephone numbers might add up to 12 digits, including area code, instead of the current 10.” By Patrick Di Justo, Feb, 18, 2003.


A tale of two factories: Shanghai and Litchfield, MI – In two plants 7,000 miles apart, two workforces make the same products for the same company. But how they go about the business couldn’t be more different. Fortune’s Alex Taylor III takes a look at who’s winning this ChinaU.S. competition.


Taking aim at the iPod. Another option in MP3 players – With twice the capacity and more versatility, SanDisk’s Sansa could be the Nano for the rest of us, says Fortune’s Peter Lewis. By Peter Lewis, Fortune senior editor, September 6 2006


CNN Money: Exploding laptop batteries light fire for alternatives – The next big thing in batteries. Exploding batteries light fire for alternatives, but don’t expect to see them in laptops anytime soon. By Grace Wong, CNNMoney.com staff writer, November 3 2006. See also http://money.cnn.com/popups/2006/fortune/scary_tech/index.html.

The challenge ahead for Dell –  – “Dell in the penalty box: The computer giant’s current woes have been overhyped. But it still needs to figure out how to build a brand that customers can love.” By David Kirkpatrick, Fortune senior editor, September 5 2006  

Introducing the CRM Customer Experience Improvement Program (CEIP) – From the Microsoft Dynamics CRM Team Blog, a quick history/background of CEIP, which internally at Microsoft is called Software Quality Metrics (SQM) which is pronounced something like “skwim” as in swim. It was originally developed by the MSN team to understand customer usage of MSN many years ago.

Blame Vista Delay on Quality? – By Mary Jo Foley, April 5, 2006. “Opinion: Perhaps the tools from Microsoft’s little-known project called Software Quality Metrics will have a positive effect on future releases.”

Amp’d to Tap Japan’s Mobile Market – Amp’d Mobile is the latest gaijin to set its sights on Japan‘s sophisticated cellular market. Is the upstart up to the task? by Olga Kharif.

Facebook’s Changing Fortunes – The social-networking site could have sold for upwards of $1 billion, but declining traffic numbers may have potential buyers waiting for a discount by Steve Rosenbush

Wal-Mart: A ‘Reputation Crisis’ – The giant retailer has been trying hard to improve its image and reignite sales. by Pallavi Gogoi


The Change Function by Pip Coburn, Fast Company, May 2006. “Technologists think, “Build it, and they will come.” But they’re building plenty of cool stuff, and consumers aren’t coming.”


Also see the author’s article Dumb Things That Very Smart People Said in Fast Company – “Luckily, no one told them, “put your money where you mouth is.” This brief includes quotes from John von Neumann, Ken Olsen, Bill Gates’ 1981 prediction of how much computer memory we would ever need, and Robert Metcalfe.


My Book, by Me – How to subvert the publishing industry for under $30, by Stirling Kelso (Fast Company, 2006-05-01).  Also see  Join the Corporate Literati by Danielle Sacks in the same issue. (“Don’t let your day job prevent you from becoming the next Hemingway.”) 


The Counterattack On Google – BusinessWeek on “how Yahoo and MSN are scrambling to slow its search-ad juggernaut.” By Ben Elgin and Jay Greene – May 08, 2006


China’s Online Ad Boom – BusinessWeek on how “the growth of the Net, especially among kids, is powering an overnight shift in spending.” By Dexter Roberts – May 15, 2006


Dark Days At Dell – “The tech industry’s lean, mean direct sales machine is on the fritz, and there don’t seem to be any easy fixes. What gives?” In BusinessWeek by Nanette Byrnes, Peter Burrows, and Louise Lee, with Gregory Hafkin in New York – September 04, 2006


The Accidental Ad Agency – “Flavorpill was just a Web content player. But Bud had a better idea.” In BusinessWeek by Jon Fine – September 04, 2006


Stay Close to Your Customer and Stay Away from Ugly Clutter in BusinessWeek – “While Internet marketing has grown into a thriving industry, it remains a feeding ground for swarms of “consultants” eager to fleece small business owners ignorant of its aims and methods.


A Log Of Your Stuff – “If you lost possessions to a hurricane, flood, fire, or even a burglary, would you be able to back up your insurance claim? If not, consider using one of a dozen or more home inventory software programs to create a list and photos of your belongings, their cost, and other data.” The author recommends Intuit’s Quicken Home Inventory Manager, the Home Manager from kzsoftware.com, My Stuff Deluxe from Contact Plus, and the free Home Inventory software from the Insurance Information Institute (http://www.knowyourstuff.org/). In BusinessWeek by Ellen Hoffman, Sept 4, 2006


Google’s Desktop Offensive – “The Internet giant is fighting Microsoft’s advances into search with a host of tools that move it deeper into Redmond territory.” In BusinessWeek by Burt Helm – May 11, 2006. See also…


Counting on Yahoo! and Google – Investors are looking to the search titans for stellar second-quarter numbers, after disappointing results from some tech bellwethers. In BusinessWeek by Catherine Holahan – July 18, 2006


Out Of The Attic, Into The Hard Drive – “Scanning snapshots and slides can help preserve those memories forever.” In BusinessWeek by Larry Armstrong – April 10, 2006


Fortune on The New Rules – “Once upon a time, there was a route to success that corporate America agreed on. But in today’s fast-changing landscape, that old formula is getting tired. And a search is on for . . . THE NEW RULES”  By Betsy Morris, Fortune senior writer, cover story, August 2 2006




Irreplaceable? – “Oracle still revolves around its eccentric founder. Larry Ellison won’t have it any other way.”  From Forbes, August 14, 2006, By Victoria Murphy Barret.


New Online Ad Model at Techmeme – Forbes on “the popular tech news aggregator Techmeme just debuted a new advertising/sponsorship model that looks pretty interesting to a lot of folks besides me.” By Rob Hof – September 25, 2006


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What I’ve read and caught up on (110306)

Fall is here in the PacNW. The nice thing is that the busses are running on time, and Windows Vista looks very solid. Here are a few articles from the reading file and ones I re-read during the commute this past week. These are all available for download, which makes it easy to view later on mobile devices and PCs.



Cingular: Giving Away the (Music) Store – The cell-phone carrier’s new mobile music strategy allows users to download songs to handsets at no charge—but players are a different story. by Steve Rosenbush November 3, 2006

Linux Linkup for Microsoft, Novell (BusinessWeek)
– “In a surprising development, Microsoft (MSFT) on Nov. 2 entered into a broad partnership with longtime rival Novell (NOVL) and agreed to provide some support to Linux, the open-source operating system that competes with its own Windows operating system.


Jeff Bezos’ Risky BetAmazon’s CEO wants to run your business with the technology behind his Web site. But Wall street wants him to mind the store. Nov 13, 2006


YouTube Finds Signing Rights Deals Complex, Frustrating – WSJ.comVideos of the hit rap song “Smack That” have been viewed more than half a million times on the popular Web site YouTube. That doesn’t include the countless amateur videos of young people lip-syncing to its infectious beat…


Motorola “Follow Me TV” DVR Set-top Solution Poised for Widespread Deployment through Cable Providers in 2007 On the heels of the shipment of its 50 millionth digital cable set-top box, Motorola went into demo mode in New York November 2 for its Follow Me TV.


Analysis: Web 2.0 Technologies (Network Computing) – Is one of the most hyped technologies in our industry too untamed for the enterprise? Web 2.0 technologies offer great promise, but they’re still immature and guaranteed to dramatically change your infrastructure in terms of monitoring, management, security


Analysis: Metro Wi-Fi – Wireless (Network Computing)“City governments are offering metro wireless services with speeds and latency that can’t be beat. We examine how metro Wi-Fi can fit into your mobile data access strategy.” Oct 5, 2006 – By Frank Bulk


Mobile Video: The Next Killer App (Network Computing)Mobile video technologies will be driven by consumer entertainment, but the technical advances required to make this happen will also pay dividends for enterprise users. Oct 5, 2006 – By Dave Molta


Gartner: Enterprises Should Update To IE 7 (TechWeb, Gartner) – Enterprises that have been thinking of dropping Microsoft’s Internet Explorer browser should reconsider now that IE 7 is out, Gartner analysts said. By Gregg Keizer, TechWeb Technology News, October 26, 2006


AT&T unveils video home-monitoring service (ZDNet) AT&T, said on Thursday it would start to offer a monitoring service that would let U.S. customers use cell phones or computers to receive alerts or view a real-time video feed from their home. Published on ZDNet News: October 26, 2006


Microsoft Relaxes Vista License TermsResponding to a wave of criticism following news that the licensing terms in Windows Vista allowed the operating system to be moved to another computer only once, Microsoft has changed its position and relaxed the restriction for retail copies of Vista.


News from PC Magazine: Microsoft to Support Open-Source Linux with Novell Microsoft announced in a press conference on Thursday that the company has struck a deal with Novell Inc. to allow open-source Linux software to work compatibly with Windows. By Natali T. Del Conte, 11.02.06


Is Mac Growth In Business World Next For High-Flying Apple? (InformationWeek) Its popular iPod aside, Apple sold more Macs in the past quarter than ever before. The conditions are right for Mac to grow beyond its niche in business, and some say it’s already happening. By Thomas Claburn InformationWeek, Oct 19, 2006


Microsoft Expression Web Gives Dreamweaver A Run For Its Money (IW)Die-hard Dreamweaver fans aren’t likely to switch to Microsoft’s Expression Web, but some serious coders who aren’t wedded to the longtime market leader are finding a lot to like in the FrontPage replacement. Nov 3, 2006 – By Brian Livingston


FCC Endorses Broadband over Powerline (TechWeb)The Federal Communications Commission on Friday gave a big boost to Broadband over Powerline (BPL), classifying the technology as an “information service.” By W. David Gardner, TechWeb Technology News, November 03, 2006


Smartphone Buyer’s Guide – Technology News by TechWeb TW’s in-depth investigation into the top smartphone vendors’ strategies, plus a comparison of the hottest new models. By Elena Malykhina of InformationWeek, Oct 30, 2006 12:02


Autonomic Computing Special Report (Network Computing)Vision Vs. Reality: Five years ago, IBM’s Paul Horn articulated a new way of thinking about Information Technology. In this second article of our business innovation series, we examine how far the technology of autonomic computing has come.


Adobe’s big bet on flash (Fortune) Adobe’s strategy has kept the wind in its sails for over 15 years. By Oliver Ryan, September 22 2006


Fortune on Breakway brands 10 Breakaway brands: These companies – from eBay to Geico – cut down on hype and connected with customers, says Fortune’s Ellen McGirt. By Ellen McGirt, Fortune senior writer, September 8 2006


How I Work series: Macromanaging with an eye for detail Macromanaging at Martha Stewart Living: An interview with Susan Lyne, 56, President and CEO of Martha Stewart Living Omnimedia. By Julie Schlosser, Fortune Magazine, September 13 2006 


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What I’ve read and caught up on (102906)

A sunny then rainy weekend, filled with costume making and Halloween prep. Here are a few articles from the reading file and ones I re-read during the commute last week. Thankfully, most are available for download, making it easy to save for later reading on mobile devices.

BusinessWeek


Bill Gates Gets Schooled – “Why he and other execs have struggled in their school reform efforts, and why they keep trying.” By Jay Greene & William C. Symonds – June 26, 2006. Then read the follow up in the Readers Report, “What Else Bill And Melinda Need To Know,”  where BW readers responded to the story.


More Elbow Room On The Net – A pending upgrade will provide an almost limitless number of addresses. Nov. 6, 2006.


Big Blue Shift – “IBM is reorganizing its global workforce to lower costs without skimping on service.” By Steve Hamm – June 05, 2006. Also IBM’s India Pep Rally.


Net Calls Get A Better Hearing – I like Stephen Wildstrom’s articles. In this one, he covers “two new products can turn your laptop into a high-quality speakerphone” (June 05, 2006): “In many situations, a quality speakerphone provides an attractive alternative. The basic designs of the ClearOne Chat 50 ($149) and the Polycom Communicator ($129, available in June) are quite similar. These allow the portable versions to function as “full-duplex” speakerphones, meaning that parties on both ends can talk at once, with very good audio quality.” He preferred the Polycom for its sleek design and low price.


The View Beyond Vista – “Microsoft’s monopoly on operating systems may face new competition.” By Stephen H. Wildstrom – May 08, 2006. dowload the podcast here. Also see Vista Offers Brighter View for PC Gaming as “Microsoft’s Rich Wickham talks about the introduction of operating system Vista and what it means for the future of the industry.”


Hauling In The Hollywood Hackers – Interesting, short read on “how undercover FBI agents nab the bootleggers who threaten the movie biz.” By Roger O. Crockett – May 15, 2006


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Dawn Of The Idea Czar – “When the ‘I’ in CIO is for innovation, the post should go to a jack-of-all-trades.” By Jena McGregor, April 10, 2006, who writes:


“The structure of the role varies widely: Some CIOs have sizable teams while others are more like internal consultants, and the job may be most closely tied to strategy, marketing, or R&D. But able candidates are drawn by the position’s high visibility and the rewards that could accompany any successes. “If they’re incubating truly new businesses, they could ultimately go run [one of them],” says Spencer Stuart consultant Cathy Anterasian. “That’s very exciting.”


Google’s “Not Office” Launches – “Google has just launched “Docs & Spreadsheets,” notes TechCrunch’s Mike Arrington, one of the bloggers who got an early look. Yeah, yeah, they’re not trying to do an online version of Microsoft Office. Sure. Just the next thing that could…” By Rob Hof – October 11, 2006. and…


Google Vs. Microsoft, For Real – “So Google’s moving forcefully at last into the business software market, at least in a test version” with Google Apps for Your Domain. By Rob Hof – August 27, 2006


From Business 2.0


The mighty micro-multinational – The garage goes global as a new breed of startup operates worldwide in the battle for technology, talent, and customers. By Michael V. Copeland, July 28 2006. 


How to hacker-proof your business – “Is the information stored by your company secure? Here’s how to make sure your confidential data remains top secret.” By Kevin Poulsen, October 27 2006


Microsoft’s big nightmare: free online apps – “A new generation of browsers is about to make Web applications better than downloadable desktop software.” By Om Malik, October 23 2006


Fast Company


Like, Um, You Know – by Alyssa Danigelis, 2006-05-01. “Verbal tics may be holding you back. How to identify them and overcome them. Totally.”


The Future of Design – by Linda Tischler,  2006-07-01.


Fortune – free access


The big surprise is Enterprise – Quietly beating out rivals Hertz and Avis, this privately held outfit reigns as the No. 1 car-rental company in America, and the Taylor family aims to keep it on top.” By Carol J. Loomis, Fortune editor at large, July 14 2006. At Enterprise, “keeping customers happy is an obsession.”



The company’s “Enterprise Service Quality index, or ESQi, derived from prompt follow-up phone calls to one out of every 15 Enterprise customers. The survey asks just two questions: First, on a scale ranging from “completely satisfied” to “completely dissatisfied,” how would you rate your last Enterprise rental experience? Second, would you rent from Enterprise again? The answers to the first question are next compiled into an index. Each segment of the company – each branch, for example–then gets its score. And here is the kicker: If the ESQi for your bailiwick doesn’t at least meet the company average, you don’t – absolutely don’t – get promoted.”  


PC Magazine


Build It: The Ultimate Game Room – By Dan Evans and Nathan Edwards – 030106 – “Make your game room a vip room, with custom-painted PCS, a giant-screen plasma TV, an Xbox 360, and the world’s first LAN scoreboard.”


Smarter Homes – PC Magazine writers “take you inside three of the smartest homes in America to show you what they’ve done and how they did it. We also give you DIY tips and product recommendations for creating your own high-tech habitat.”


From Forbes.com (subscription/registration sometimes required)


Move Into the Light – August 14, 2006, By David Armstrong – “Philips finally figured out how to make money selling TVs in the U.S. Credit a funky backlight–and a stern threat from the boss.”


Is The Internet Out Of Room? – April 11, 2006. A look at the move to IPv6.


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