Unexpected Side Effects

Posted on January 19, 2013 by bluedepth

One thing I wasn’t really expecting but that I’m getting in a rather steady stream are spam comments. There seems to be several species of spam floating about. Amongst these are the link droppers, the foreign language gobbledygook, the ‘cheaters’ messages and the random attaboy messages that are possibly authentic but utterly meaningless.

But then there is another class of commentary. There is a whole argument chain about the Wheel of Time that has been marching along. It seems like real comments from real people, as the commentary has a real argumentative structure but I haven’t written any critical posts about WOT.

I’ve been deleting the spammy comments, all of them, and eventually I think I’ll have to create an email filter to organize them into batches or turn off email notification altogether. At least the WordPress app allows me to deal with comments like the mail app allows me to deal with multiple emails. Highlight batches and delete.

It’s not that I don’t want comments. I do! But I want real comments from real people. One thing I will state, if a comment is obnoxious I will kill it without remorse. If you have an unquenchable opinion, start your own blog.

Day One Migration

Posted on December 26, 2012 by bluedepth

My Day One Migration is moving along well. I’m grabbing low-hanging-fruit and copying in those posts from my old LiveJournal that didn’t have comments attached to them. I’ve decided to include comments as one of the most frequent commenters on my LiveJournal was my dearly departed friend Ryan. Seeing his words on my LiveJournal help bring him back to life, if only in a very small way, but they are important to me as are all the other people that I love. So far, with some original Day One entries, the copied in Notes from Facebook (Where my blogging went between LiveJournal and Day One) and LiveJournal so far I have 547 entries, spanning 327 days with items spanning back to 1999.

Once I have everything moved over in Day One then I can search more easily and look at different posts and maybe repost some things from my old LiveJournal that I think are either still relevant today or at least entertaining enough to share once again.

SupportPress In Action

Posted on June 8, 2012 by bluedepth

My first week with SupportPress has been magnificent. It was just in time as well, as we are looking down the barrel of a bunch of employee location movements which always requires lots of tickets and tracking because there are just so many discrete pieces to work with whenever someone moves from their established location to a new one, even if it’s temporary.

It’s also been a series of lessons when it comes to introducing new technology to regular folk. The adoption rate was much higher than I hoped for, as people were actually jockeying for “first ticket” so that felt really good. I’d estimate about fifteen percent of the staff have moved their communications channel to the help desk completely over to the new SupportPress system, while the rest have yet to break their old ways.

The old ways we still will respect. Having this new help desk system has given me moments of decision to make and learn from. Do I force people to only use the SupportPress system? Do I turn the office into a BOFH zone by forcing my clients to fold their entire communications structure into a ticket? Turns out I rejected that choice and elected to endure the steeper path of being, in what really turns out to be a human bridge, for my clients. So when someone drops by, someone calls, someone emails, or someone iChats us up, each time it calls for a ticket. SupportPress in this regard is really great, as we can create tickets on behalf of our clients and fill in all the details as if they penned the tickets themselves.

Another choice was one of statistics and performance. Now that the SupportPress system is providing us with ticket numbers and categories as well as ticket ages, the data is ripe for analysis, categorization, and the temptation to turn all of these raw numbers into performance metrics is very strong. This, as it turns out, is just another BOFH move that I simply cannot take. I refuse to use the raw data to measure any kind of performance metric – there is more to my life, to my assistants life than how many tickets we land or how old the tickets get before we tend to them. Here is a central tenet of mine, this system is meant to help only. It will never be used as a dashboard, it will never be turned into a yoke, or a bridle. The same way I rejected the before-mentioned BOFH move of forcing tickets out of clients, this is somewhat like the other side of the argument. The reasoning behind it is that I want people to use this resource. I want my employees (singular notwithstanding) to not fear that they will be lined up against some artificial measuring stick and slotted. I refuse to have First Trumpet, Second Trumpet, and Screwup Trumpet chairs in my orchestra.

There are other things that have occurred to me but I have rejected out of hand, brought about by SupportPress. I have considered and rejected a “Zero Ticket Friday” policy as fundamentally broken. What is so special about Friday that all tickets should be closed? If I institute that policy and some tickets are stuck in the waiting queue, do I penalize people for it? If you start making accommodations for things like “tickets can languish in the waiting queue forever” then what the hell is the point of the first move on this policy? Eventually it’s the self-defeating policies like these that create the bullshit of “It’s Friday, lets push all the tickets into the waiting queue.” It’s just dumb. So we aren’t doing it.

One thing that has come of SupportPress that we’ve noticed is that some of our clients have reacted less-than-happily about the sheer flow of SupportPress notification emails. The system sends an email when any ticket moves or changes, so clients could have at least two tickets (a start and an end) or up to double-digits especially if there are a lot of phase changes and clarification messages flowing back and forth. I personally don’t have a problem with notification floods as I am rather OCD about managing my email. I’ve written before on how I manage my Inbox – that any email has four potential destinations after they have been read. An incoming message can be stored in Evernote, sent to Toodledo, adapted and stored in SupportPress or outright deleted. Yes, I still use Toodledo, but I use it in conjunction with SupportPress. Some tasks, such as weekly reminders and such really fit better with Toodledo than SupportPress. Nobody really cares that much about getting constant notifications or trackability about daily, weekly, or even monthly tasks that I work on. Much of the regular things I do at work are “Andy does it, so we don’t have to worry about it anymore.” and so everything gets done and people can move on. That’s really helps illustrate the core features of SupportPress. SupportPress is designed to capture the discrete, non-repeating, highly interruptive traffic that any competent Help Desk must endure. There have been a lot of whitepapers written on the economy of interruptions surrounding Help Desk environments so going into it here would just be needlessly duplicative. The only really important thing to state about interruptions is that they are a necessary evil. People have to stop us to get help, it’s the nature of the beast.

SupportPress shines brightest when it comes to creating an abstraction layer between clients and the Help Desk. I like to think of the system providing a certain amount of slip between ticket arrival and first contact. In this way, SupportPress slays the interruption dragon that besets us. Instead of people electing to visit us or call us, which are the most interruptive, they can issue a ticket. We are notified that a ticket has arrived and that fact can be temporarily slipped in time so that we can conclude whatever function we are executing without having to endure the most dreaded thing of all, a context switch. Much like computers, interrupts and context switching is the number one gross consumer of time. These interrupts and context switches also threaten our quality of work. We can switch quickly but regaining traction once we’ve switched back to what we were thinking about before can be sometimes a maddeningly slippery proposition. I can’t count the number of times that interrupts and context switches have caused me lost time when dealing with a columnar data procedure such as checking items off of a long list. Where was I? Am I doing everything right? Why do I have this nagging doubt that I’m missing something? It’s this that I wish people would understand, and why when we ask people to issue their problems via ticket, why it’s so helpful to us.

So then we revisit an earlier point I had made, that I have elected to not force people to create tickets only. While this is true in spirit, I dearly wish people would on-their-own elect to use the less interruptive technologies available to them. The best thing for anyone to do would be to issue a SupportPress ticket outright, but if not that outright, then email or instant message also works well, because those technologies also include a modicum of temporal slipping that we really crave when we are knee-deep in some elaborate procedure. So while I refuse to force people to do a certain thing, I respectfully request that they do what they’ll do a certain way. Then it comes to how best to encourage people do change their course? First you have to let them know what it is that you’d like them to do, in a way, this blog entry may help with that as I suspect some of my coworkers read my blog and maybe they’ll notice the hint. One thing that can be done is rewarding people for using the ticket system by prioritizing those people who issued tickets with more force than we would otherwise pursue an incoming interrupt and context switch. It isn’t outright sabotage, but it does show that there is a preference and it’s in everyones best interest to respect us with the grace of a non-interrupt, and hence, non-context switching request. We’re driven to help and that is our passion and our purpose, but there is a best way to do it and for me at least, SupportPress is it.

So how much did it take for implementing this solution? We already have an iPage hosting account, wmichalumni.com, and frankly any host worth their salt would be just as good. I just like iPage because they are professional, no-nonsense, and cost-efficient. Any host can (and should) allow you to set up a free copy of WordPress.org. WordPress.org is an open source and free bit of software that creates a WordPress.com blog on a host that either you own or rent. The infrastructure of WordPress is actually perfect for what we are trying to do. The fact that it’s free is just a cherry on top. Installation of WordPress.org, at least on iPage is remarkably simple. It takes about 5 clicks and some little typing or usernames and passwords and preferences and the host creates a perfectly functioning WordPress.org instance for you. The theme, which is what SupportPress really is comes as a ZIP file for $100. Once you buy it, and then upload the zip file to your new WordPress.org site, everything else is pretty much a freefall into implementation. Falling down a flight of stairs is more complicated than installing SupportPress. Once the system is going, creating users is a snap, then introducing them is equally as easy, and before you know it, you’re up and running and your total outlay for the project was $100 for the theme and whatever you are paying your host.

So, then that begs the question of why we don’t self-host. I chose to not self-host because there is a field of tar which would ruin usability. iPage has unlimited bandwidth, unlimited storage, and since we are already paying for it to do other things, it’s arguably ‘free’ to do our SupportPress infrastructure. I don’t have to endure needless bureaucracy and it’s available anywhere and anytime without me having to muck about with VPN technology or anything else. It’s not that what I am avoiding is that onerous, but this way is far far simpler and is much more satisfying to me in that the path that I took got it done. From zero to implementation with nobody to argue with, nobody to ask, nobody to cajole, and nobody peeking over my shoulder.

I think that any Help Desk, especially one in academia, but really this extends to any other industry as well could really benefit from SupportPress. I like to reward products that please me and do their jobs well. When I find a product, like SupportPress, I flog it for all it’s worth. My only regret with SupportPress is that I didn’t have this technology 10 years ago. I am blessed to have it now and I plan on continuing to use it and I plan on taking it with me wherever I roam in the future. If anyone has any questions about anything I’ve written here, you know where to get ahold of me. I welcome questions on this, SupportPress is that good.

Publicize!

Posted on June 8, 2012 by bluedepth

WordPress just released the ability for me to publicize my blog posts on Tumblr, so this post should end up being linked to Twitter, Facebook, and now Tumblr.

As I do almost all of my blogging on WordPress, this is a good thing. I notice that the different services shine all a little differently. I don’t get any replies on Twitter about my posts, Facebook may earn a comment or a Like, and since I manually haul out to G+, that is its own ball of wax.

Speaking of G+, one thing I have noticed is that people get very bent out of shape when I post a password protected WordPress post to that service, way more than any other service by far. I think it’s because people have taken the art of engagement very seriously over in G+, since it’s not really going to unseat Facebook when it comes to uniq’s. People just don’t seem to understand why, at least on G+, what hides behind those protected posts. I protect them because I have to prevent a certain audience from gaining access to what I write in those posts. There are some people I just can’t trust with ‘the whole truth and nothing but the truth’ so I have to make the posts protected after a fashion. It’s something I never expected that I would have to blog about, but if I do, then the people who throw fits hopefully will read it and understand that their concern is misplaced. The protected posts really aren’t that interesting for regular folken, they are written for a different audience. Close friends and family pretty much, so not being able to see the protected posts really shouldn’t upset you – you aren’t missing anything.

So, it’ll be interesting to see what comes of this whole sharing to Tumblr thing. Frankly my tumblr doesn’t get much traffic or followers. We’ll see.

And for those who continue to read the tripe that I write, I thank you. I promise poor quality and rambling on in the future. Gotta keep up my standards. 🙂

TL;DR

Posted on May 18, 2012 by bluedepth

Information on the network is perpetually increasing in volume and so I find it progressively important to seek out tools that help me parse, limit, and control the flow of the information that is out there raging by like an enormous wordy river. I started my personal evolution in many places other geeks do – old skool with newsgroups. Since then, Usenet has been abandoned and shuttered and handed it’s info-river crown off to RSS and ATOM, which are ways of syndicating content from websites and aggregating that content in one framework. In a lot of ways, these systems are effectively joining the little rivers into a giant monster river that goes gushing by.

This is the first step. Anyone who attempts to put their head in this river only sees a blur as it rushes on by you, maybe you’ll get a hundred stories but the majority of it will pour on by without one iota of attention from you. This didn’t last too long and then the next step came, which was social curation. People follow other people and the ones who are the most popular are the ones curating the epic flow of information and bringing only the things you are really interested in to your attention. These social networks are like fishermen on the raging river of information, they catch bits and pitch them over their shoulders and they slide down the duct towards their followers. You don’t have to worry about the raging torrent anymore because you have faith that anything worth your attention is ending up in that duct running towards you.

Something really foolish happens next, you start to aggregate the ducts together and now you’ve got a smaller version of the giant raging torrential river except now it’s sorted, somewhat, but still rather too swift to catch much.

Then comes instapaper and all the other “read it later” services. When I see something that I sense may be interesting, usually by headline or keyword I will tap on it’s link and send it to instapaper for keeping. It’s as if the matchsticks in the raging torrent are getting picked out, then aggregated and the smaller torrent is being picked over by me and then serialized. The information waits, and I move through it item by item at the pace I am comfortable with. Now, the rate of information loss is immense. It’s meaningless to return to the giant torrent, the curators are just as noisy as the torrent is itself, the ducts might as well be the new torrent, and the tools you use are making uncomfortable squealing sounds under the pressure of how much we are effectively serializing.

Then as I read through my instapaper queue I finally reach the last point on the journey of raw information reaching me in the 21st century. Either I like it and archive it or save it in my evernote “for ever” or, and this is actually turning out to be a new theme, I brand the information TL;DR. It stands for “Too Long; Didn’t Read” and I find myself reading just a few sentences of what at first looked compelling and then realizing that either I don’t care or I don’t agree and then out comes the TL;DR stamp and the information is pitched into the big bit bucket in the sky.

There is something new coming, and I’ve seen an inkling of it with an iPad app named Thirst. It acts as a kind of content aggregator/curator for twitter traffic, another raging torrent of information and categorizes tweets and brings other content along for the ride. I think it’s really quite something however I can’t really make good use of it because my iPad is just too old for such an app, it jettisons after a few moments of use. Alas, there will come a day when we set up networks of aggregators and curators in spiral arrangements so that the final product is an intensely hyperlinked virtual meta-document delivered on some sort of display technology.

Something like this I find will really only work and make most people happy if we borrow a theme from email and arrange it serially like with instapaper. New material is always flowing into the queue but we can scan the queue, comfortable with knowing that nothing will go unseen, and able to give our attention to the stream of incoming relevant, curated, categorized, and hyperlinked information. Like a DVR helps people by timeshifting television information, whatever this new second or third generation information application will also perform the same duty.

Speaking of television, a great majority of it is TL;DW, or TB;DW. Too long or too boring. Perhaps we’ll extend it to TI;DW. Too inane; didn’t watch.

This blog post is already TL;DR, but at least I know it and celebrate it.

Abandoning Google Plus

Posted on April 12, 2012 by bluedepth

Yesterday I opened my Google Plus page and discovered to my surprise and initial pleasure that Google had brought a new interface to their social network system. As I started to explore this new interface I started to immediately notice that things had changed not for the better, but rather for the worse. Google had unilaterally included their chat system on the right side of my browser window, it’s something I rarely ever use so that system is all wasted space. I noticed that the stories in my circles, the things I really care about are now shuffled off to the left in a column that lost 10% of space on the leftmost and 50% on the rightmost, being moved over for some controls at the very top of the page that now occupy this dreaded whitespace region on my Google Plus page.

It’s this whitespace, and the meaningless chat talker system that I can’t stand. Facebook attempted a similar move by presenting me with a chat-talker screen on the left side as well months ago, when I still used Facebook. When they made the changes to their interface, along with privacy concerns and workplace issues with social networking I left Facebook. Now it just languishes as an identity marker, if content gets on my Facebook page it’s wholly accidental. Twitter’s web page also underwent this columnar approach, as they reconfigured the entire interface out from underneath their users. For Twitter, I stopped using that because it was more noisy than useful, the people I wanted to engage with were just human billboards, and the interface changes were really the straw that broke the camel’s back.

So what is there to do? Complaints about the interface changes are really the only channel you have to express how much you dislike when a service does this to you – but you have no real power. Just complaining is one easily ignored tiny little voice in the darkness and doesn’t amount to anything at all. The only real power that any single user has is the power of choice. In the end, the only choice I have to make is, do I want to still use the system? It’s actually a matter of abandonment. I abandoned Facebook. I abandoned Twitter. Because they changed the interface and made it less useful to me, I am facing the idea of abandoning Google Plus. I don’t need these social network systems to give my life meaning. They need me, or rather, they need aggregate me’s, lots of people, to give what they do meaning. The less people use a socially networked system the less appealing that system is to everyone else. Facebook is only compelling because everyone uses it. There is no real value inherent in Facebook itself. This is a lesson that the classic business models these companies use can’t take into account – that their popularity defines their success. If they make a grossly unpopular change to the interface, then people will flee and their success will go tits up.

I don’t care to encourage other people to abandon these systems if they like them. Each of us has to make these kinds of decisions on a wholly personal level. I find it obnoxious that Google, and Facebook, and Twitter for that matter all force interface changes on users without giving the user any control whatsoever. It would be more elegant if there were a batch of controls we could select from and build our own interface. Put the bits and pieces where we want, opt out of things we don’t care for and make the interface work best for us, as the users. None of these sites have done that, they all behave as if they have global fiat to make changes willy-nilly. The end user who has to contend with these changes can’t do anything really except make that singular choice surrounding the issue of abandonment.

So where do I go now? It’s comic, but in many ways I am looking forward to going backwards. There is one system that I’ve used, mostly as a category but the people behind what I currently use I regard as being the platonic form of that category, and that is WordPress. Going back to blogging. What does the WordPress infrastructure have that attracts me? It’s got stable themes, the site looks very much like it always has. There are changes, but they aren’t as gross in scope as these other systems have perpetrated. I can share links on WordPress, I can write long posts, short status updates, and WordPress has a competent comment system already in place.

So I will give Google Plus until May 1st to do something better with their interface, to recognize the value in the stream and give us users the choice of what systems we want to see on our Google Plus page. Google should give us the ability to turn off the whitespace region, we should be able to turn off the chat talker region, so that we can maximize the stream region. If they fail to correct these glaring human interface deficits I will do to Google Plus what I did to Facebook. I will abandon Google Plus. I will keep the account running but I will no longer actively use it. Things that end up on Google Plus will end up being the same sort of things that end up washing up on Twitter, specifically links to content on my WordPress blog. Google’s loss will be WordPress’ gain. WordPress has always done right by me, and I respect them. I do not respect Twitter, nor do I respect Facebook. My respect for Google is quixotic at best. I used to believe in their “Do No Evil” company mantra, but that has been shed as Google has done some very evil acts, they aren’t what they once were and this sullying of their image makes the pending abandonment easy.

Will my abandonment hurt Google? No, of course not. I’m not so full of myself as to think that me leaving will change anything about the service, that Google will even notice my absence. However if I can inspire other people to give another look at WordPress, maybe see that progress forward can be achieved by regressing to earlier systems may be a worthy pursuit if what you get in the trade is interface stability. That this single raindrop encourages others to fall. The raindrop doesn’t believe it is responsible for the flood. I can only hope that I help the flood along. These massive changes that these social network sites perpetrate on their usership should be punished! We want it all, we want to use the service and we want to control it as well. We want the interface to be regular, logical, useful and static. When we want to make a change, we want to be the ones making it. We do not want to be victims of someones good intentions, Google! I would say this for Facebook as well, but that’s a lost cause.

So time is ticking away. If Google does not act, then the stream on that service is terminal. If that comes to pass, I will be migrating to my WordPress blog.

I hope to see some of you there.

Mopping Up

Posted on March 16, 2012 by bluedepth

At work we have moved to a new “Engagement Platform” called iModules. Some of you already know something about this as I’ve shared stories about it with some of you before.

The system is up and running. I have to admit that I’m quite glad that the implementation phase of the project has reached a conclusion, as it took six months to get this wobbly-legged foal up on it’s feet and bouncing around.

This entire project still has some pieces to mop up, most notably the mopjob that I have to do surrounding our old platform, WordPress. Honestly I’m sad to see our use of WordPress in this regard come to a close as WordPress has been a wonderful platform and still is for my personal blog here as well as my “Captains Log” blog. I still maintain the “Captains Log” blog, but there have been lessons in using that as well. That particular one uses WordPress’s own P2 theme and for a time I opened it up and made it publicly available. This turned out to be a great mistake. I got heat from nearly every corner, mostly to do with keeping technical details private to non-maliciously violating an email clickwrap nonverbal unsigned unread agreement. I admit that the draw that the WordPress platform provides, free clouded hosting can’t be beat as far as I’m concerned. So for the “Captains Log” P2 blog, it’s gone private which makes all the previous gripers go silent as they can’t get past the “Please Login” barricade. So, once again thanks to WordPress I’ve found yet another way to “Have my cake and eat it too”.

We have moved the work stuff off to iModules and you all can see the efforts at our new site, MyWMU.com and thanks to our students and our staff who moved the contents off of our WordPress site and onto the new site, the speed of which was honestly shocking to me. Now the mopping up is all that remains. There were three blogs, Old WMYou, WMYou, and Western Express. The first and third have been backed up and purged from the system, but the middle one is stuck and I have a support ticket opened up with WordPress to help address it. We’ll see how that goes.

I will continue to update my personal blog, of course, and I will continue to enrich the P2 “Captains Log” and I really think other organizations should make use of WordPress for this great feature. It’s a great way to keep information handy, and takes the onus off the staff to remember the past as the system does it for you, time and date stamps, tags, categories, and the commenting system – not that the last part is really used for our P2 blog, but still. Not having to worry about hosting, cost, security, not to mention the ubiquity of ways to access the WordPress system make it the most compelling way to manage the working log of any business or help desk.

The only thing that I would like from WordPress, but would likely start running into real money (which I would pay, mind you) would be a Help Desk CRM overlaid on top of their P2 theme system. Some way for people to email problems or browse to the site and enter issues and the system gives them a trouble ticket number for tracking and we can lurk in the dark, hovering over this blog. That would leverage the logging goodness of P2 and it’s great usability and I don’t think it would be all that hard to code. I know there are Help Desk solutions for WordPress.org, but I really REALLY prefer to use WordPress.com. Perhaps someday in the future WordPress.com will get around to something like this. Time will tell.

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