Why Twitter maybe isn't the right choice for tech support

This post stems from my stupid typing error caused by trying to do 3 things at once. I admit that I made the mistake. What I'm lamenting is that 4 days later, I can't actually find a way to resolve the problem.

So what happened? I got my Jolicloud closed beta ID. Woot! I'm very pleased to have received it and I rushed to register my account and get the download going. This is where the error occured. In typing in my email address I manager to add an extra 'i' so that I ended up with a .co.uik domain and not the .co.uk I actually own. The upshot is, that I can't get the verification email so I can't complete registering my account and can't download the software.

I do maintain that a well designed website would have been checking for legitimate domains and would have used double entry to ensure it correctly captured the email address ... but still, it was my typo.

So my first thought was 'DOH'. My second thought was 'I'll email support and they'll rescue me'. There's the problem. Jolicloud don't have an email address for their support, only a twitter address. That's the problem. Twitter is not the best place to discuss account detail, or invite codes, and despite the fact that I'm following jolisupport on twitter, since they aren't following me back I can't send them a direct (and therefore secure) message ... so I raked over their site and found the general contact email address usually reserved for press queries (judging from the topic pull-down) which worked as well as I feared: 4 days and no reply.

The invitation email says "We provide (almost) live support via our Twitter support channel: http://twitter.com/jolisupport." So I decided to try an @jolisupport asking if there's a secure way to handle account support, but no answer yet.

Lesson? Don't use an unsecure or public support solution unless you provide a secure solution for account related stuff, and, write your forms with validation built in, especially if you rely on it for identity verification, oh ... the obvious one ... when you're filling in a form with important information, check it *before* you submit it!

Here's hoping *someone* from the Jolicloud team gets back to me, as I'm hoping to review it and finally see some competition for Ubuntu 9.04.

The problem with car design and the motor industry is.....

.... that the product they are selling doesn't really fit the intended use.

This post comes from a conversation a colleague and I had on the drive out to see a client.

My basic theory is this: the majority of cars that are sold today, are being sold on a range of features that aren't really compatible with safe and environmentally friendly use on urban roads.

The first part of this was sparked off by my asking 'why don't all cars sold today have a GPS linked to the engine management, so that in urban areas the speedlimits can be automatically enforced?'. This seems to me like a fairly obvious way of reducing the speed of the traffic for the price of a (guessing) £150-250 component.

My colleague pointed out that this would be a very un-popular move and probably terminal for the government that attempted to bring it in.

This prompted the discussion about cars and how they are marketed. Speed and power are very significant factors in this even still. It has been refreshing to see fuel economy finally getting the headline slot in the adverts for some cars, but it is still a minority that are discussing this.

I think the issue goes beyond the marketing however, to the way that as a product cars are designed. It seems to me that cars are being built as though for racing and then sold for use on the roads. Many cars are over-powered for the intended use, designed to deliver top-speeds far in excess of the legal speed limits and matching acceleration. Cars aren't it seems designed to operate as efficiently as possible at 30mph - the speed that most cars (used in cities or urban area) spend most of their lives driving at. To the point where in some of the cars that I've driven they are hard to keep down to the speedlimit and need to be contantly reigned in.

Hence the GPS linked speed limiting. If we continue developing cars as they currently are, designed for speed and acceleration, maybe we should be using some of the readily available technology to ensure that this power is used in an appropriate setting - the motorways, not on the urban roads.

Uninstall != inv(install)

EeePC. Running Windows XP and need an easy solution for burning CDs. I have a USB DVD RAM drive so go to install CD Burner XP (which I have used happily many times before) and dicover that this oarticular piece of software relies on the Microsoft .Net Framework 3.5.

No great problem - lets install that too.

It's as the install completes that the low disk warning pops up. Installing the .Net Framework takes a staggering 55oMB of disk space and on a 4GB partition, that's more-or-less unworkable.

So the plan is to uninstall it and try Deep Burner.

Uninstalling the .NET Framework only gives you back about 50MB of disk space. So where did the rest of it go? No idea. All I know is that 'uninstall' is not the inverse of 'install'.

Combing through the Windows folder has freed up another 100MB, but I'm now faced with a windows install operating with less than 250MB of free space in a 4GB partition.

I'm loathed to say it, but it may be time to rethink this whole MS Windows experience thing. To complete the trial I should investigate putting Windows Vista on here ... I wonder is that even possible?

By the way - Deep Burner installs just fine without needing the .Net framework.

EeePC + Window XP SP3 .... Going back to MS

This is an annoying post to be writing in some senses. I love the open source ideal. I love the speed and robustness of Linux. I love the automated application installation, the safety, the security, the choice of distributions and window systems.

So why does putting Windows XP in this netbook seem so very, very easy?

It's the interface and the support. Dammit. I'd much rather be using Gnome, but the hardware isn't quite supported, doesn't integrate quite as well. With Windows XP, I downloaded about 12 dirver packs from the Asus website, installed XP SP 2, ran the installers for the packs and I have everything working. And I mean everything. The hot keys. The audio and webcam, wireless and lan, touchpad in cluding 2 finger scrolling and a fast set of graphics drivers.

Boot times? No more than a few seconds slower.

Now, I'm fairly sure of a couple of things here. This installation will, like all windows installations, seem to slow down over time as the cruft builds up. But right at this moment this is about as easy an installation as I've done on this - and I've installed something like a dozen different Linux distributions on here over the 10 months I've had it.

I'll keep you posted, but I'm now going to push my luck and install some developer tools on here.

Oh .... and the thing I like best that I never got working under linux? I have a desktop set to 1280x768, and the display pans as I move the mouse at the edge of the screen to show the area of the display that is off the edge of the physical display. I find this much more use than having 4 desktops (as with Gnome or KDE) since I can run an application that needs a lot of display-realestate and be able to work, rather than being left with too little document space once all the tool palettes are on-screen.

This is all about user experience, and I hate to say it, but XP is coming out rather well....

Facebook does a Chrome

Is there something inherent in running large user bases that stops you thinking about users as individuals?

I'd hope not, but on the strength of recent events - Facebook most recently, Google Chrome a few months ago I'm not so sure.

In case you didn't notice at the time, Google published Chrome, thie new browser with a license agreement that gave them the right to reproduce anything that was created using their browser. That could potentially include a wide range of things from you email, to you images uploaded to Facebook(!?) to you bank details. Google quite rapidly responded that this of course was a mistake and that the license was just a stock item that should have been changed, which they duly did. The thing I did hear at the time was that they Google had previously tried to use the same agreement with their online word processor. The thing that I didn't hear was any reason why they would have such a clause in their license agreement.

To read of Facebook trying to take a similar approach, and doing so without consultation or warning gives great rise for concern and leads me (and a sizeable chunk of the blogsphere) to start asking some serious questions. The ones that spring immediately to my mind are:

1. How did an organisation that has at least some knowledge of managing large web based populations manage to decide that this change in terms and conditions was best managed by avoiding consultation and transparency?

2. Did they not expect a backlash when people found out?

3. Was this a way of measuring how big that backlash may be? (Hence the rapid u-turn)

4. I wonder how many people actually cancelled their Facebook accounts while the changed terms were in place and how the IP ownership of their photos and posts stands now?

I'm sure that the debate over this will rage for some time, but as many others have probably already done, I'd like to provide a little free consultancy on managing communities: be transparent and consultative in all elements that will directly effect the experience and rights of the community, and beyond that, let you community take a role in shaping you on-going service development. They'll feel positive about the shared ownership and development, and be more invested because of it.

Can your MMO really be an RPG?

I've recently rediscovered Oblivion on my Xbox 360.

Over the past few years I've spent some time playing a number of MMOs, and the experience varies somewhat between one and the next but consistently, they don't contain much roleplay.

This doesn't seem initially to be a critical aspect but it does hilight fundamental difference: MMOs seem to take a role more akin to team sports / social environment for the people that I know who play them ... kind of like an online pub, with orc slaying / raid dungeons thrown in. People play as themselves, disassociated from the characters that they play and with the advent of VOIP communications chatting as they do so.

This is no bad thing, the ability to socialise freely in an online environment, but it does show the marked difference between the MMO experience and the traditional RPG experince, where suspension of disbelief is maintained, and the players immersion in the story seems to be greater.

My open question about this: is it can you actually have an MMORPG that includes immersive roleplay, or is it the very nature of people that they bring their lives with them into the game and dilute the narrative?

Second Life ... the things we need to fix next

I'm an advocate of Second Life for a number of reasons: it's adaptability to a range of uses, the completeness of it's model and workable DRM, the friendliness and creativity of its population, and the richness of its experience.

Having said that, there are a couple of things about it that are becoming (in my opinion) a serious issue.

The first is the mature content. Now, I know everything has its place, but Second Life doesn't have enforced zoning to manage the spread of locations that include mature content or a content filtering solution implemented in the client viewer to allow you to filter what you see ... much life the safe search filtering you find in the image search tools on Google.

Second Life needs to learn some of the lessons that the internet as a whole, and the search engines especially learned a while back - people will keep on putting sex on the web, but you need to offer some workable tools that allow users to choose what they see before it arrives.

The next thing on my wishlist is some search integration outside the SL client - I'd like to see the content from within SL presented on a search tool that can be accessed directly from the SL website, and more than that, I'd like to see it done in a way that Google can index. My aim with this is that,for example, whenI search for 'IBM Training' on Google, included in the returned results are the locations of IBMs SL training facilities, and not because they took the time to add the SLURLs on their website, but because the small-ads associated with the locations are accurately indexed by the search engines.

My last wish? Proper web-page-on-a-prim. I want to effectively see the output of the browser rendered onto the surface of an object and that includes all the mime types my browser supports (flash, pdf,video etc). The one media / web page limit per parcel is too limiting. There is a huge volume of traditional web content and tools that would work very well if they could be displayed on an in-world object and have the functionality preserved ... scrollbars too.

But what I would like to maintain is that SL is very much a viable platform for us to take VWs forward - we all know it isn't perfect, but taken as a whole it is a viable, robust, well tooled and documented solution that has the buy-in of it's steadily expanding population.

The Curse of WoW

I was just nosing through one of the MMO news feeds. It's a dire state if you ask me. It's either WoW or nothing. There seem to be so many MMOs failing at the moment and the feedback seems to fall into two categories, either a) why play this when WoW is so much better, or b) this is just copying WoW, so we might as well just play WoW. Sheesh. Time for something new please!

Google ... where did all the innovation go?

Google has been hard at work in it's application developments recently. We had Google Health, then Lively and now Chrome. Google Earth was innovation, as was Google Health. My concern is that Lively, and now Chrome are Google essentially reiterating existing applications, with no obvious sign of the innovation or insight that I'd expect them to display.

Both Lively and Chrome add new applications into already heavily populated application genres. From a marketing perspective I'm struggling to see the real UPS, from a perspective of differentiation, producing applications into competitive genres - Virtual Worlds and Browsers both seeing a lot of growth over the last couple of years - effectively dilutes Google's presence, unless they can launch what becomes the leader in both of these genres. And that is no mean feat.

This is the thing that seems to be lacking from Google at the moment (and the thing that would make some sense of this sporadic application development) is a public statement of Google's view of th future of the Internet, it's service and application provision, and how that will fit into our personal and professional use of computers and the internet.

Then just as I finish writing this I see Dennis Howletts Post on the Google Chrome ELUA over at ZDNet and I can't believe that they actually think that this is acceptable behavior.

Oh, and at the point Chrome launched, Google's own plug-in for Lively didn't work. The there's the DoS vulnerability.

Google: time to sort it out and lead the future of the internet rather than seeming to treat your applications development with a lack-lustre attitude, and your end users with a significant amount of contempt.

Second Life and Healthcare

I've spent some time looking at Second Life and I'm left wondering: where are the Healthcare companies that should be in here, and where is the organised public health education?

There are a couple of health sites - the NHS is a very good example, but it's role is to demonstrate and gather feedback on new ways of deploying health care to the public. It doesn't provide health or disease related information. Healh Info Island has more of an informal feel to it, and while it provides a large volume of content, the the arrangement of it and its level of ineraction seems somewhat limited.

My interest in health care in Second Life is as a precursor to the next age of Second Life and Virtual worlds as a whole. I think we have now passed through our first age and the technology is now established, the user base is built and the first wave of corporate projects have entered and the majority has left. Some key corporates remain and make successful use of the environment - IBM, Cisco, Reuters and a few other are the leaders in this.

The trouble is, that for the majority of other businesses in Second Life, what happens in Second Life stays there. The in-world economy is booming. It's fashion and entertainment industries continue to expand. What is lacks is real cross-over business that has significance both in-world and in real life, and establishing these types of business will be key to Second Life (and virtual worlds as a group) moving into their new age.

I see healthcare as a key component of this. The internet is having a revolutionary effect on the public's ability to research their own health care. From access to disease area information, to details of products and the experiences of other patients the public have access to a huge amounts of information.

Second Life offers great scope for patient education, peer support and sharing personal experiences ... these conversations are already taking place in the web, but it seems that (in the UK at least) the health care industry isn't part of them.

Of course, if you think that I'm wrong and there's something I've missed please post it here!

Alan

Social Computing at Work

Roo Reynolds at IBM has the job title 'Metaverse Evangelist'. He's also very switched on about social media, networks and virtual worlds and on a recent post to his blog he has posted the IBM Social Computing guidelines.

Reading through these make a lot of sense and since I have had some rather dire, sensationalist junk (surface) mail over the past few weeks that is advocating draconian policing of (and even banning of access to) social networking in the work place, I think it is about time we tempered this approach with a little common sense. And that's what you'll find in the IBM guidelines. By the bucket load.

For any business organisation of any size, don't kid your selves, they are covnersations taking place on the internet about you. Your best approach should is to be an active, open and transparent part of these conversations and to use your educated and informed staff to do this. Ignoring the conversations is a lost opportunity to reach out to your customer base.

Social media used as an open channel to your customer base helps you to do something that I advocate as an essential element of any business communications strategy: be in your market the same way your customers are.

PH

Getting back to Second Life

I've more or less been away from Second Life for the past few months. This has been while I have focused on other things - new website, artwork, blogging and open source on the desktop.

My focus is now returning to virtual worlds and Second Life in particular.

Second Life has been getting a lot of press recently - some good, some bad. This is oddly familiar, and is a pretty common theme through-out the adoption cycles of social technologies. Think back to the first few years where the Internet and the World Wide Web became available - a lot of the same comments and condemnations where voiced then, but now we have adopted the technology and are extensive use of it through business, education and entertainment.

I fully expect to see the same from virtual worlds as a communications technology. A lot of people now understand why skype is such a good technology - multi channel (text, voice, video) personal communication, with the ability to conference call and exchange documents. Virtual worlds offer this interaction plus an interactive environment in which to hold the discussion.

Some press has been given to documenting criminal activities in Second Life. I can't deny that these elements are there, but at the same time I think it is also quite likely that there are criminals out there who are using mobile phones and sending emails, and the fact that they are will not prevent me from using either. Again, this is consistent with the adoption of the internet. The criminal elements need to be dealt with and we all need to see the technology for what it is, and not allow it to be tarnished by the actions of the few.

Second Life has uas reecently updated to include a couple of siginificant technology milestones: VOIP (Voice Over IP) and Webpage-as-texture. This may not sound that dramatic but they are of the final elements that I've been to glue your second life onto the rest of your internet communication strategy. What this also means is that in-world information can be managed and updated from outside, and this can be done using the tools that your content managers are already used to.

Second life is now able to become a serious content delivery channel, integrated with and displaying common content from your existing web presence.

PH

Going Open Source - Part 3

I spoke too soon. I've found the first pot-hole on my road to open source nirvana.

Ubuntu release their linux distributions on a fairly regular basis. I was working with 7.10 'Gutsy Gibbon' and have just upgraded to 8.04 'Hardy Heron'.

I did this by hitting the friendly little button within the update manager that said something like 'there is a new version click here to upgrade'. How cool is that? Nice and easy, click, wait for the download, off we go.

Not.

Having got the files required for the upgrade downloaded, the updater failed to work. This was rapidly followed by it telling me I had something like 930 updates waiting to be installed. It also politely noted that there was something wrong, and so it wouldn't be able to install all the updates but I could do a partial update.

No.

Turns out the failed upgrade had left my laptop in a state where no updates could be installed. Some forum hunting later (on a handy Windows machine) and I discover that quite a few people have had this error in one form or another. By starting the update from the console I was able to understand that a circular dependency in the Audacity plugins libraries (one of the bits of audio editing software that comes included in Ubuntu Studio) was causing the updater to fail. OK. Un-install offending libraries at the command line and hey-presto the updater works perfectly. OK, so this isn't what I'm used to for what is the equivalent of installing what Microsoft Windows users know as 'service packs'.

Still, it's installed now right? Back to the happiness!

Nope.

It's installed all right, but that doesn't mean it's going to boot.

Boot into recovery mode, reset x-windows client. Laptop boots, moans that the login screen theme it was expecting to load is missing and thankfully shows me the login dialogue. Great. I'm in.

It turns out that the NVidia display drivers that are required to make reasonable use of the graphics hardware in my laptop don't work with 'Hardy Heron' despite working perfectly well.

The next step form here is fairly obvoius – download the updated version.

You guessed it, no.

Where did the wireless network go? I can see it in the network manager dialogue, I know the right values are in here so why isn't it working.... back to the forums and I find that there are a lot of posts about this. Apparently there is something up with the version of the hal (hardware abstraction layer) that means the network manager fails to work with a good range of common wireless cards.

Great.

Now please bear in mind that this is stuff that was working before the update. It also becomes apparent that this was a bug that had been picked up during the beta test stage. I also found that there is a work around. It basically involves winding the version of all the bits involved with with managing the wireless network and the HAL back to the versions from 'Gutsy Gibbon'. The process to to this I am piecing together from a number of forum posts and I'll let you know how it goes when I manage to get it to work. It's surprisingly hard to fix your network when it breaks, because the one thing that makes it really easy to fix the problem is having the network.

I guess, all in all I've spent about 3 hours so far to get from 'Ubuntu broke it' to potentially working, but it's going to have to wait until I can get to a cabled network line I can use to actually try this out (the download the files onto a USB memory stick version of the fix just didn't work).

I'm still trying to fix this. If anyone knows either how to make it work, or how / why this happened please post it here!

The magic first half-hour

Over the years I have spent quite a bit of time (probably a little too much) playing computer games of one type or another. The experiences from them vary widely, but there is one common element that in my view either makes or breaks that experience and will set a lot of the tone for the next 100 hours.

'The magic first hour' is the experience of how a new game – a new world – caters for your arrival, manages the suspension of disbelief at the same time as explaining to you exactly what it is you are supposed to be doing.... and does this in a way that makes you want to continue.
Car race games don't need to make a great fuss about mechanics and controls at this point and have the freedom to focus on backstory and plot. Fantasy games and MMORPGs (Massively Multi-player On-line Role Playing Games) in particular have a much more complex player interaction as well as (usually) a deeper and more convoluted story. It is this type of game that offers us some of the best examples of how to bring a new user to an environment that can be difficult to master.
World of Warcraft (WoW) is a great example of a good strategy for doing this. They player starts and makes as few permanent choices as possible and well placed in-game pointers and pop-up help continually adds new information and help for the player. As the player progresses, in-game characters reveal more information, choices and instructions. This ensures that the player starts with a relatively small amount information that they need to retain, and that this is expanded in line with their growing experience of the game. Both the plot and the geographical area that the player is exposed to grow in the same manner.

It's the start of this learning period that I'm calling the magic first half-hour.

Over the past couple of years there has been an explosion of the number of free-to-play MMORPGs that are available, and I have played a number of them. Some follow a model similar to WoW an lead the player in, carefully expanding their knowledge and experience, helping at every stage. Some however don't. It's all to common a sensation to be dropped into game, with little clue how to use the game or what to do first. It's these games that I don't go back to and are right on the top of my 'things to un-install' list.

The message I think is true beyond just games - either progressively help the new user or risk losing them very quickly, regardless of how good your product actually is. If they don't feel supported and don't engage with it, they won't use it.

I also think that the actual duration and format of this exchange varies. For a web site, the duration is down to below a minute. The exchange is subliminal – a good, well presented design makes it apparent which elements of the site are navigational, or projects the right air of intrigue that the user will feel encouraged to explore the interface to find the content and navigation for themselves.
When first starting to use a new application or device such as mobile phone or mp3 player, the interface is critical to your comprehension of how to use it. For the majority of users of this type of technology (ones that have used something similar before) a well designed product should be intuitive. And these days it's pretty well true – use one mobile phone you can use them all, some fairly minor trial-and-error. But think back 10 years to how easy it wasn't to set the timer on your VHS recorder.

I'd also apply this to things like Second Life, which does a reasonable job of starting you on the path to learning how to use the interface, how to interact with the world itself and your avatar and how to communicate. Having introduced this technology 20 or so people in the last couple of months, they almost all agree that what happens next is the problem. You complete your training, know how to go places and chat with people and are dropped off in-world with little guidance of what to do next. It's an experience a bit like showing someone who has never seen the World Wide Web before and and sitting them in front of a web browser and saying “here you are .... go explore”.Providing starting points would be a great idea.

The same is true for visiting some new locations in Second Life. Bad design leaves me feeling unsure as to where I'm supposed to go, where my introduction is, what I should expect and what this place is all about. The next thing that usually happens is I move on and explore somewhere else – the poor arrival negates my desire to explore: if the start is uninspiring will the rest be any different?
Don't forget the new user experience. I've worked on a lot of projects where the induction for new users is one of the last elements to be added in – often because it relies on the finalisation of all the other elements. The key is not to rush this, to think about the range of your target audience and how to lead them into the experience you have crafted for them, in a way that they will readily understand.

Pale