Categories: "Living"

Customer Service Isn't

12/05/04 | by JAdP | Categories: Personal Life

Isn't what? Is NOT a service to the customer. Not from most companies. [Present company excluded, of course &#59;D ] Not in most cases. Not anymore.

Case 1. The sinking feeling you get after interminable punching numbers on your phone's keypad, when you hear the static of a transoceanic cable, and a barely discernable voice asks you for some piece of information you just punched in, in an accent so thick you can barely understand them. In the USA, that accent is often Hindi. In India, that accent may be Rumanian. It just tumbles down the food chain. Providian, Longs, SBC, and many, many others have shown how little they care about their customers by outsourcing customer service.

Case 2. You've explained your problem to one "tech rep". They must go through their "script". After anywhere from an half-hour to an hour, you are back to your original explanation. The tech rep escalates the problem. You go through it all again, even though the first person made you wait, while they took notes. Oops, this person isn't the right one; they need to transfer you. And disconnect you in the process. Which means you are back to square one, calling your support number, and must go through it all again, because the tech reps can't do anything, even on an existing issue, without going through the script. After perhaps three or four repetitions of this, you get a scheduled block-of-time for a tech to come see you. But they have a shortened description of the problem on the work order, and they're actually an independent contractor who won't make enough money that day if they do what you need instead of what's on the work order. DirecTV, SBC DSL - you know who I mean.

Case 3. You're in your favorite gadget store and you want to pay big bucks for something you don't really need anyway. The sales people have no idea on how to advise you on your purchase. If you buy it there, you may not get something that actually works as you expected. Fry's, Circuit City, Good Guys, Home Depot - I'm talking about you, and you, and you, and all of your competitors. Buy it on the web - you're more likely to get what you wanted.

There are so many more cases, I don't know where to end, so I'll end here, before my ulcer explodes.

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Bluetooth Bonanza

12/05/04 | by JAdP | Categories: Living the Life, Bluetooth, TIA Life

Many articles are saying that 2005 will be the year of Bluetooth. Maybe, maybe not. People have been saying that for awhile. Having lived with my Jabra FreeSpeak and convinced partners and friends to get one, I don't see how people can live with a wire crawling from their ear, through their clothes and into whatever pocket, pouch or clip-on holds their cell phone.

Now, we've finally begun playing with a Bluetooth/USB dongle hanging off of our laptops and one workstation. Our Palm Tungstens and our cell phones (Sony Ericsson T68i for me, T637 for my partner) connected up great. Finally, easy synchronization among our various contact databases. This is great.

Now, what I really want is a stereo, noise-cancelling Bluetooth headphone - maybe even with a good microphone. But there are so few on the market.

So maybe more choices on the headphones, and with more manufacturers including Bluetooth in laptops, TabletPCs and other computers... Maybe... 2006?


What's a Blog, Again?

11/20/04 | by JAdP | Categories: TIA Life

Haley Suitt's "How to Build a Blog" and this article by Steve Cooper, "Blogger's Block", which led to Debbie Weil's blog on business communication, has me once again thinking about what truly constitutes a blog, and why is there so much controversy about it.

There are many slants to this question as well.

Some relate to content. Are blogs journalism? Are they personal journals? Is a blog "pure", i.e. no commercial agenda such as advertising or business related? Halley Suitt is planning to look at blogs that are little more than links vs. blogs that are mostly original material.

Some relate to purpose. Are blogs for communication to a general audience, to a specific audience, among members of a group (no matter how far flung)? Are blogs for voicing one's opinions? Are blogs another form of advertising? [Also see "Blogs as Viral Marketing"] Are blogs an online newsletter?

Some relate to the technology. Are blogs discussion forums on link steroids? Is blogware another form of content management software?

Being a mathematician and scientist, my first tendency is to think about the technology. Being an executive and an entrepreneur, my first tendency is immediately followed by thinking about the purpose and use. Being a philosopher, generally merges those tendencies into thinking about the process.

wiki(blog,Blogging) allows people, representing themselves or an organization to share their interests. wiki(Blogware) is the tool. The wiki(blogosphere) is the medium. And I doubt that anyone agrees that this qualifies as definitive. I'll be looking forward to the results of Ms. Suitt's [May I call you Halley?] analysis.


New Clean URI (URL) for Our Blogs

11/14/04 | by JAdP | Categories: On the web, General Thoughts, TIA Life

This is somewhat of a sitewide announcement for The TeleInterActive Press. We've reconfigured a bit to get the cleanest URL/URI possible for our blogs. You may need to delete your current subscription from your RSS/Atom reader or news aggregator and resubscribe. We apologize for any inconvenience this may cause.

The TeleInterActive Lifestyle is now

Yackity Blog Blog is now

The Cynosural Blog is now

And, if your a member of this Bunkey's blog


My Old Neighbor's New Blog

10/23/04 | by JAdP | Categories: Living the Life, TIA Life

Art, I mean Tech, I mean Chris, :)) once my neighbor, and still the technology editor at CIO magazine has a new blog, Tech Linkletter. I guess this means that his old blog at CIO sister publication Darwin will see no new entries.

Now that we can't go for coffee and chatting at the local cafe or just toss comments across the fence, I'm looking forward to continuing our discussions from one coast to the other through the blogoshpere.


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I'm Joseph A. di Paolantonio and this blog has two main foci: my interest in food, and my interest in the future. This provides a look into my personal life, and is separate from my consulting work…though there will be overlap. I am an independent researcher, working as a strategic consultant and I'm an executive with over 20 years of commercial experience with a technical interest in the intersection of Internet of Things, with advanced data management and analysis methods. I view data science as a team activity, and I feel that the IoT must be viewed as a system. I am leveraging my past activities to understand the adoption and impact of the IoT; first, as a system engineer in aerospace, where I developed Bayesian risk assessment methods for systems within the Space Transportation System (including the Space Shuttle), Extreme Ultraviolet Explorer, Gravity Probe B, and many more, and second, as a enterprise data warehousing, business intelligence and analytics professional. Between my aerospace and IT careers, I indulged my hobby of cooking by starting a food company, Montara Magic, centered around my chocolate sauces. My education combined chemistry, mathematics and philosophy. I performed research into molten salt fuel cells in graduate school, and in photovoltaic materials for a short time in industry. The lure of bringing the human race into space was strong, and when I was offered the chance to combine my chemistry and mathematics skills to develop new risk assessment and system engineering methods for space launch and propulsion systems – I couldn't resist. I perform independent research and strategic consulting to bring value from the Internet of Things, Sensor Analytics Ecosystems and data science teams.I am a caregiver, a lover of science fiction and speculative fantasy, and my passion to learn has led me to a pilot's license, an assistant instructor in SCUBA, nordic and alpine skiing, sea kayaking, and reading everything I can, in as many topics as I can.

View Joseph di Paolantonio's profile on LinkedIn

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