In part 1 of a 2 part interview, John Moses, global Vice President of Customer Support for Palm, answers questions about Palm’s call centers and about my own experience with them.
There has been much discussion lately, most of it negativeÂ (you can read more comments on Technorati), about the comeback of boo.com and once again, I find myself on the opposite side of the shared wisdom. Before I go into reasons as to why I think a comeback by Boo.com (a boo.comeback?) makes sense, let me first go into my unique qualifications to make such an assessment: I happen to have worked at Boo.com in the past and I was the insider who exposed some of the challenges the company had faced. I spent a fair amount of my time, in 2000 and 2001, talking at conferences about the lessons learned from this failure and I think that some of those are now fixed. Looking Back In the ensuing 6 years, I’ve been going over and over what went wrong and discovered more lessons along the way: the market conditions were wrong, we were young and arrogant, and, for the most part, we didn’t really understand the magnitude of what we were trying to accomplish: to remind people, our goal was to launch a website in 16 countries (15 EU countries + the US) on day one, localizing our site for…Read More
The recent announcements of changes in the campaign management of the Dean presidential campaign raise some interesting questions. As political observers know by now, Joe Trippi, the man credited with creating a new political approach by using the Internet, has been replaced at the head of the Dean campaign by Roy Neel. In: Telecom Insider The impact of this change goes much beyond a simple change of management. Neel was president and CEO of the USTA, which bills itself as “the voice of the converged telecom industry”. The USTA and the Internet crowds have often been on opposed end of the political spectrum. Historically, the USTA has been the organization that protects the Baby Bells. For example, the USTA believes that IP telephony should be subjected to the same charges as regular telephone carriers and does not support Wireless Number Portability. Granted, it is unfair to look at the current record of an organization and use it to paint a negative image of a former president. Maybe the organization changed radically from when he was their president. So let’s look at his record: Neel is against regulations of telephone companies but against sharing lines, which he sees as anti-competitive. Here’s…Read More
I’ve been getting considerable amounts of email from mac fanatics about yesterday’s piece on the new Apple music store. As a result, I’d like to expand on the subject (as I have to a few people via email today). The problem that I have is not with Apple in particular but with the approach they are taking. At the current time, MP3 is the closest thing there is to a standard for sound on the Internet. To offer something that deviates is no a problem as long as that something is an open standard that can be implemented on other platforms by other people. With the choice of AAC as the new standard, Apple is going the proprietary route and that’s what I disagree with. There are other standards out there that offer better compression than MP3 (Ogg Vorbis, for example, seems to be a good alternative and happens to be an open format. So while Apple is selling the “better compression, smaller size” gospel, its only interest in AAC is that it allows for them to lock things down for now as AAC is only supported in Quicktime and iTunes, two products offered by Apple. Also not touted in…Read More
A new worm called Hybris has been spreading across computers in Europe, the United States and South America. While it currently carries a non-destructive payload, some Anti Virus developers are worried that its plug-in architecture could turn it into a much more dangerous virus, opening backdoors in computer systems and escalating the war between virus makers and anti-virus developers. First discovered in South America by Kapersky Labs, a Russian anti-virus developer, the worm has spread through email to Europe and the United States at an increasing pace. “Hybris is one of the more common virus we’re seeing right now,” said Brian Kinj, a member of the technical staff at the CERT coordination center. Because it carries a non-destructive payload, the anti-virus community has been split over the threat level the virus represents. In the United States, the Joint Task Force Computer Network Defense, a division of the US department of defense, has upgraded the virus to a high-risk status. Meanwhile, European virus tracker Peter Kruse, of virus112.com, has announced on Usenet that his company was upgrading the virus threat to a medium risk status, due to the recent spread of the virus in Europe. Companies like Symantec and Sophos, however,…Read More