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Wednesday, December 26, 2007 |
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Christmas 2007
Some will immediately be thinking of Open IT as in "Open Information Technology". For example, Open IT Works is based on a simple concept borrowed from Open Source, and is about sharing of IT solutions, best practices, projects, and product and vendor reviews. The Open It I received for Christmas has nothing to do with any of that. My Open It is to open things that come packaged in blisters, clamshells, boxes DVD cases, and numerous other things unopenables that are packaged with the vendor in mind -- and with no thought about how the consumer might open the package without injuring oneself. The Open It is made from hardened and plated precision alloy steel, has has honed, angled, and offset jaws, and an ergo-comfortable handle. It has a built in retractable utility knife and an interchangeable Phillips & slotted screwdriver. (You can click here to get a complete product data sheet). If you have ever suffered "wrap rage", suffer no more. It really works. The only catch is that the Open It comes in one of those packages that you need an Open It to open it! Hopefully, I will not become the technical support department for this product like I did for the PepperBall. Holiday time also allowed me to finish a couple of books. Indian Summer was an excellent history of India, Pakistan, Kashmir, and Bangladesh. The Iranian Time Bomb Favorites , Gadgets , People , Travels December 26, 2007 01:12 PM |
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Monday, December 17, 2007 |
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Privacy City
Citibank introduced a service called c2it back in 2000 that enabled the sending and receiving of cash via email. You simply visited the c2it site, specified which of your checking, savings, or credit card accounts you wanted the money to come from, and entered an email address for someone you want to send the money to. That person would then receive an email, was asked to enroll in c2it, and then could accept the money from you directly into their checking, savings, or credit card account. This seemed like a potentially useful service to me when I learned about it and so I enrolled. Only after I enrolled did I find out that there were fees involved. Then I discovered that incoming amounts are not credited to your account for five to six days, which is longer than if I had received a check and deposited it myself. Then I discovered that there is no fee to receive into a Citibank credit card but there is a fee if it is another bank’s credit card. I am not saying the fees are unreasonable – the competition from PayPal and other services would determine that. C2it ceased operations in 2003. If you visit the c2it site you are told that you could contact c2it for a copy of your statement by writing a letter to "Customer Service Center" in Sioux Falls, South Dakota and provide them with your full name, e-mail address, phone number, and a copy of your social security card, driver's license, or a telephone bill, gas or electric bill or bank statement from the last 30 days. What would they do with all that information? Probably sell it to other companies. If you have any doubt of that, just read the Citibank Privacy Notice. Fast forwarding seven years I would have been hopeful that Citibank would become a leader in gaining our trust. Unfortunately, not the case. Who might Citibank share your personal information with? The list includes affiliates among the family of companies controlled by Citigroup as well as non-affiliated third parties, such as financial services providers and non-financial organizations, such as companies engaged in direct marketing. I can't think of much that doesn't fall into one of those categories. What information is it that they might "share"? Your name, e-mail address, zip code, age and income range, information you provide on applications and other forms, information about your transactions with affiliated or nonaffiliated third parties, information received from a consumer reporting agency and information received about you from other sources. I can't think of much that is not included. We are talking about a sweeping allowance to provide a broad and undefined amount of information about you with a broad and undefined audience. If you touch Citibank you will quickly start receiving marketing offers. Citigroup says "We may do this even if you ask us to limit disclosure of personal information about you". Not that it really matters, as they say, but how would you make a request to have your privacy respected? You would send them a "Privacy Choices Form" by U.S. mail. Mail? Yes, snail mail. This highly automated web savvy giant can transfer money in and out of any of your accounts in milliseconds but to have your privacy respected "please allow thirty days from our receipt of your privacy choices for them to become effective". The issue is trust. It was easy to get the feeling that Citibank was not being forthcoming about their c2it offering. Citibank reminds us that it is "allowed by law to share with its affiliates any information about its transactions or experiences with you". Should the default be “check this box if you do not want this"? Seems to me that it should be opt in not opt out. Brand used to be a feeling conjured up by how a company's product was physically packaged or how you imagined yourself using it. Increasingly brand is a feeling conjured up by your experience on that company's web site and from it's privacy policy. These tie directly to Trust. Companies that have a web site that provides an end-to-end positive experience and which enhances people’s quality of life by saving them time will gain enhanced brand equity. The converse will become obvious. Web sites already have a repository of huge amounts of personal data that represent the byproduct of not just our registrations but also our surfing habits, our purchases, and our interactions with others. In the near future our medical records will be on a web site somewhere and beyond that will come real time data streamed from pacemakers and other medical instruments that are attached to our bodies. All of this data can bring significant benefits to us but only if we are able to trust the holders of the data and have confidence that they will protect it and respect our preferences about how and when it can be used. Epilogue: This is not a story picking on Citibank. They are one of the giants and they put things in our physical mailboxes on a regular basis, so they have no place to hide. Unfortunately, most privacy policies out there resemble what I have discussed here.
Internet Technology , PKI , Public Policy , e-Business December 17, 2007 05:33 PM |
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Friday, December 7, 2007 |
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Customer Service
In order to end on a high note, I'll start with the not so great customer service from Symantec. Symantec is a great company and their technology protects millions of consumers and businesses daily with their anti-virus and firewall technologies. I use the Symantec Internet Security on some computers but on one of them I decided to try something different primarily because I find the renewal process tedious -- where it could be a mouse click or two, it turns out every year to be long chats with call centers to get a renewal. When the renewal charge showed up as an American Express card transaction I called the 877 number on the transaction. I got a recording saying to call a different number. I called that number and got a recording saying the number was no longer in use and that I should visit http://norton.com/support. I went to that link where it said I could get help with subscriptions, product activation, product download, returns, or rebates. Clicking on subscriptions took me to a customer service page with the same set of choices as the prior page. None of the choices were what I needed so I clicked on "contact us" which showed me option for "Instant Online Chat". I clicked "Chat Now" and then was asked to go through a set of steps to install Microsoft ActiveX technology, which I consider to be close to a virus. The Symantec support structure only works with the Internet Explorer browser, which I do not use. Being a consumer oriented company I am surprised Symantec would impose IE on people when the current browser statistics show that Firefox, Netscape, Safari, and Opera have reached 43% market share. I am sure one of Symantec's challenges is to get people to use their website instead of calling. Making the browser choice for consumers is not a good way to achieve that. On the flip side of the coin is Amazon.The company started with a vision of great customer service a dozen years ago and continues to get better. A few months ago I bought a Linksys "Wireless-N Gigabit Security Router with VPN" from Amazon. After using it for awhile it became clear that it had a defect. I confirmed this with Linksys technical support. They said they could send me a reconditioned replacement or I could return the unit to the retailer. I chose the latter and followed the simple process online at Amazon's customer service page. The Amazon "Your Account" page has just about everything you can imagine -- return items, combine orders, track or cancel orders, and even change the payment method for an existing order. All of these functions are intuitive and easy to use. I chose "Return an item" and then was asked if it was a gift or if I had ordered it. I was then shown a list of all my orders (they can show you online order history going back more than ten years). Next was a selection of why the item was being returned. It was clear they are using artificial intelligence to then ask questions and take actions based on your responses. When I said the item was defective, an apology was presented, and with a mouse click a shipping label was ready to print, and they automatically notified UPS to pick up the package. A confirming email asked if I was satisfied and I had to say no because I didn't want to send the router back until I received a new one. When I clicked on "no" in the email a web page showed various options for resolving my concern, one of which was "Click here to speak to a real person". I clicked the button and 1 second later my phone rang. I told the person my concern and he completely understood and communicated to me in a clear and helpful way. He immediately put the UPS pickup on hold and placed an order for a replacement router for overnight delivery. "Is there anything else I can do for you?". What could I say other than thanks. Amazon made just shy of $1 billion in profit last year. Sales were over $13 billion. Is it any wonder? The company has made a huge investment in customer service and has always made this a priority. They were criticized for not becoming profitable soon enough. Now the company is valued at just shy of $40 billion. Many companies talk about customer service but Amazon really delivers on it. |
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Wednesday, December 5, 2007 |
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WiFi Update No. 16
At some point not too far in the future there will be millions of hotspots and millions of mobile phones with WiFi built in. Not sure about the iPhone but millions of mobile phones will also have Skype and other VoIP applications on them. It doesn't mean free long distance but it does mean long distance at a fraction of the current cost. If you travel in Europe you know it can cost dollars per minute to call back to the U.S. I recently got a new MaxRoam SIM smart card for the Treo 700P (which I use when out of the country). MaxRoam allows you to "travel global, pay local, and your callers pay local too". You can pick a U.S. number for the card. If you are in Paris and someone calls you the U.S. it costs .21 Euros (about 30 cents) per minute. If you call the U.S. it costs .38 euros (about 56 cents) per minute. It won't be long before the words "long distance" only have meaning when it comes to air, sea, or land travel. Meanwhile, the FON Community continues to grow. Fon wants WiFi to be available everywhere and they are doing a lot to make it happen. The idea is that FON members (foneros) share their wireless Internet access at home and, in return, enjoy free WiFi access wherever they find another Fonero’s Access Point. To become a "fonero" you go to the Fon website and order La Fonera which is a wireless access point about the size of a mobile phone. You connect La Fonera to a spare port on the back of your cable or DSL modem. La Fonera emits two wireless network signals -- a private and a public one. The private signal is encrypted and offers you complete privacy. The public signal will be accessible to Foneros only. This free signal is the one that turns your broadband connection into a FON Access Point. I think FON is a really good idea (See prior story, "How To Become A Fonero"). |
There is much that could be said about the hundreds of miles of driving to see family and then a houseful of family and good times before during and after Christmas. I won't bore readers of the blog about that but there is one thing I would like to share about one special gift I received. It is called Open It! 
One element of privacy on the Internet is "Opt in" versus "Opt out". When you register at a web site you will often see a small box to be checked giving you the “option” to be included or not included in subsequent emails making offers to you. Opt in means you proactively choose to be included. Opt out means you are included by default and you have to take action to be removed from the list of those who will automatically receive the emails. In some cases you have to read the words very carefully to determine which case is the default. This is part of 
There have been many 