Fellow users are the best support
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A telephone call to the technical support hotline, or an online chat session with a technician, may not be the best ways to solve computer problems.
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Last week, I had the privilege to address the North Texas Linux Users Group. Ralph Green asked me to present information on my upcoming book called "Linux System Administration" by O'Reilly. I only had the cover and the gallies, since production goes to press in early March. So, I showed those.
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With the recent acquisition Sun has made (you heard about that, right?), there's tons of resources in the open source community that are talking about it, lots of them are more PHP-specific. Cal Evans has put together a list of some of the PHP bloggers/community memembers that have posted some of their thoughts on the purchase.   With all of the buzz floating around yesterday on this topic, I decided to let some of the dust settle before posting. From everything I've seen, the PHP community is largely positive about the news. [...] As I said, the community at large seems to be pleased with this news. Here are the links I've collected so far.   Names in the list include Andi Gutmans, Lukas Smith and Jaremy Zawodny. There's also a list of some comments from the "pundits" as to what this purchase could mean for the web as a whole.
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Blog: I recently had the opportunity to meet with two Microsoft officials to discuss Widows Home Server.  According to Microsoft officials, this new solution could solve all of your backup problems and help you immediately restore your entire system to an earli
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At one point in time and not too very long ago, I fancied myself a decent system administrator with a decent resume and work history. When I finished a series of writing tasks working on technology subjects that included system administration, I thought the time had come for me to work in a shop with Linux and MS. read more
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I overheard a long-time hospital client talking to another support vendor today. The hospitalâs patient accounting department was attempting to send patient financial and billing data to a third-party biller. The vendorâs normal Web site was down, and they were trying to come up with an emergency fix.
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How can you ensure that your contributions are put to best possible use?
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This scenario is all too familiar to office workers who collaborate electronically on projects: E-mails get passed around with differing versions of documents-in-progress attached. Instant messages whizz by. Web sites are cited, then lost. It's often a jumbled mess, with no central online location for shared data. There must be a better way.
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By Bridget Carey, The Miami Herald  Sep. 22--TECH-SAVVY TEEN CLICKS WAY TO TOP   Weina Scott answers about 100 tech support e-mails a day. The website must be perfect -- one glitch, and 6,000 irate customers will bombard her inbox.   But first, she has to study her physics.
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The world&#39;s top PC vendor, Hewlett-Packard, beat competitors Dell, Lenovo, and Apple to provide the best online customer support, according to a survey released on Tuesday by The Customer Respect Group.HP was also rated as providing the best online customer service among a sample of 18 technology companies surveyed, ahead of Intuit, Xerox, Microsoft, and Lexmark, according to the survey, which rated online support for the first quarter of 2008.Using metrics, including Web site usability, content accessibility, and responsiveness to queries, the survey independently measured a customer&#39;s interaction with a technology company via the Internet, the company said.Dell lagged in 12th place behind hardware vendors HP, Lenovo, Apple, and Gateway, according to the survey. Dell has a good community site linked from the home page, but the support pages are difficult to locate, said Terry Golesworthy, president of The Customer Respect Group.&quot;I think the story with Dell is that they have excellent materials and content, but it is not always as usable by the more naive users,&quot; Golesworthy said. Dell needs to mature support to cater to new users without neglecting the self-service experts, Golesworthy said.Apple&#39;s product offerings are fairly simple compared to Dell&#39;s, and so is its online support, Golesworthy said. Apple provides no chat or e-mail support options and encourages users to contact Apple through stores and by telephone to resolve issues.Apple&#39;s message may be about being simple, but a major glitch could become a big problem as self-help provided by Apple is minimal, Golesworthy said. Apple has plenty of technical articles on its Web site, which could be hard to locate at critical times.While some issues linger, vendors are finding better use of technologies&#160;such as&#160;RSS, online chat, e-mail, forums, and self-support Web content to support novice and expert PC users, the survey said.Technical customers are generally well serviced on location, so companies are looking to provide more basic information to support novice PC users, Golesworthy said. The documentation on some Web sites is being aligned for novice users to first identify a problem, then download the relevant drivers and programs to solve problems.Companies are also adopting more interactive and real-time techniques to provide customer support, the survey said. Online chat is challenging e-mail as a support option, with more than 50 percent of companies surveyed including online chat, an improvement from 30 percent six months ago.Online chat provides quicker response, cuts down on customer support costs, and eliminates user concerns about speaking to support agents with foreign accents, Golesworthy said.Some Web sites had data-intensive home pages that took time to load, but it could become commonplace as companies try to provide better and more interactive support to users, the survey said.Two upcoming technologies -- remote support and intelligent monitoring -- could help improve customer support provided by vendors, Golesworthy said. With remote access, technicians will assume control of a machine from a remote location to fix a problem. Instead of wading through pages of content to diagnose an issue, intelligent monitoring will provide a clearer choice for users to diagnose and resolve issues.Sun was rated as having the simplest Web site, followed by Xerox, Microsoft, and Apple. Intuit was rated as being most responsive to customers&#39; problems, followed by Microsoft, Symantec, and HP.
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Enterprise users in vendor Alfresco's community name their favorite distributions and tell other trends.
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Patrick Reilly has a new post today encouraging developers out there looking for an opportunity to volunteer in the community to check out the Zend Framework project's many needs.   Most components and subprojects need volunteers to help with documentation, unit test coverage, code reviews, improving integration with other ZF components, and enhancing architecture and design for the purpose of improving extensibility and ease of use with new components. If you see a subject area or component that interests you, please contact any project members currently associated with the component.   The project is starting several wiki "websites" dedicated to each of the components/efforts inside of the main framework project. Areas for these include:  Auth Team Documentation Team MVC Team Web Services Team
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A Win/Mac developer recently asked me what I thought about his plan to create a binary of his application and sell it to interested Linux sound and music people. He asked with some trepidation, having already received a rather critical chorus of objection from some overly enthusiastic Linux users. This man's work is excellent and his software already runs nicely under Wine.read more
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I appreciate when a vendor succeeds at developing a very good application. But what I find more admirable is when a vendor recognizes the deficits in its solutions, makes no excuses, and quickly goes back to the drawing board to make that app excellent.ADVERTISEMENTNEW IT SERVICES FROM IBM: EASIER TO BUY AND IMPLEMENTDiscover a simpler, more cost-effective way to get the solutions your company needs to grow more flexible and efficient.
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Lukas Smith is sending a wakeup call to the internet providers and web hosters out there - get involved in the PHP community!   We do not seem to have any ISP's active inside the PHP community. This is kind of odd, considering that PHP seems to be driving the business of hosters quite a bit. Why have none of them decided that PHP is important enough for their business that its worthwhile to ensure that their interests are taken into account?   He makes the suggestion of passing along the suggestion to bosses/co-workers/anyone who'll listen about getting involved. Suggested places to start would be as a part of the testers group or even contributing to the migration guide.
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We zero in on what our CAPS community thinks is the best.
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Q: I recently started working for a new employer, and I find I'm receiving a number of r&#xE9;sum&#xE9;s from former colleagues. To be honest, I don't feel comfortable recommending these people to my new company. Although we're on friendly terms, I don't have the strongest confidence in their abilities. I've also been given r&#xE9;sum&#xE9;s by friends of friends, but I ...