What I Expect From Customer Support

1. I expect you hear what I’m saying (or typing), and not ignore the essence of it. Example: If I say “I want to cancel my account”, you cannot respond: “I understand you are having trouble with your account.” That’s not what I said. 2. I expect that you respond in a timely manner. Example: [...]

5 Why’s: A Different Take on the Current Economic Malaise

I found myself asking Five Whys about the current economic difficulties in the Euro zone and the world in general. The 4th question is the really hard one and one that I had not seen answered well anywhere. I suggest that even if you disagree with my answer, do not believe any commentator on the [...]

Will Apple Buy a Carrier?

Jean-Louis Gassée now thinks it’s likely Apple will get into the carrier business, perhaps as a MVNO. I predicted something like it a while back. My reasoning is simple: 10 years down the road (or 5, or 20 if you like), do you really think that the oligopolic, infuriating carriers get to remain unchallenged in [...]

A Wonderful Life — Steve Jobs

In the epic, powerful 1946 movie, It’s A Wonderful Life, we follow a small-town credit union manager as he learns what the world would have turned into if he had never been born. What if Steve Jobs had never been born? It’s a scary thought. There wouldn’t be iPads or any usable tablets. Their impact [...]

It’s Time To Abolish SSL Certificate Authorities

Yet another case this week where unsuspecting users were compromised because a certificate authority that they had never heard of screwed up. In case you hadn’t heard, they issued a certificate for google.com (Google!) to somebody other than Google, and apparently that certificate was in fact used to compromise users in Iran. This is not [...]

I Want … iPhoneTV

Take the iPhone, but replace the screen with a 40 inch HDTV screen and put it in your living room. What do you get? a TV a high-quality speakerphone bypassing the telcos a live window to grandma (“HDTV videoconferencing in your living room”) a stereo a movie rental kiosk a game console Now, next time [...]

User-Centricity and Steve Jobs

Without Steve Jobs, this industry already feels like it has lost something. Something important. A key vibe, philosophy, point of view, … I was struggling with figuring out what until I discussed school work with my kid tween today. He has to write some essay, and we were discussing how he was going to type [...]

The Fundamental Remaking of Several Industries

@parislemon neatly summarized today’s news about H-P getting out of the PC business: HP To Apple: You Win. I hope he meant more than tablets, because the victory of the Apple model is much broader. Just a few days ago, Google caused a major earthquake with the announcement that it would acquire Motorola, one of [...]

The “Nymwars”: The First Real Cyber Souvereignty Cause

Who gets to decide what your name is? Your parents, upon birth. They then tell others, such as the government of the place where you born to have your birth recorded. Then, things depend dramatically on where you live. In Germany, where I come from, it’s virtually impossible to have your name changed legally (with [...]

Hayden: Google Acting as a Nation-State

Great to see somebody on top of things, here Michael Hayden, previously director of the NSA and the CIA in the context of the Shady Rat attacks: “You see Google acting in some ways as nation-states used to act, exercising to the best of their ability some attributes traditionally associated with sovereign states. ‘We’re going [...]

Three Questions with PaaS Vendor CumuLogic

This installment of the “three questions” is with CumuLogic‘s founder Rajesh Ramchandani. CumuLogic was started by Sun veterans who had been working with Java for a long time, and naturally their market focus is Java. Compare with AppHarbor’s take whom I asked the same questions earlier this month. Here is Rajesh: 1: Who should and [...]

The Hamster Business Model

Dave Winer has a wonderful description of the model of many “leading” internet companies: the “hamster” business model. He writes: This is, btw, the user-as-hamster business model. The one where you sit in a cage and make the wheels spin around. Either you’re watching commercials while doing your workout, or you’re generating information about yourself [...]

Why Software Projects are “80% Done” 80% of the Time

It’s one of the seemingly inexplicable oddities of life in the software business: when you ask developers about their status, they often say “I’m about 80% done with my project” for about 80% of the duration of the project. So they think they are 80% done when they are only about 20% into the project, [...]

From Stack to Cloudscape

Nico Popp shows us a new way to think about the “cloud technology stack”, over at the Verisign Infrablog (or should that now be the Symantic Infrablog?). Unlike the old stack diagram, this one causes one to think …

Three Questions with PaaS Vendor AppHarbor

The Platform-as-a-Service market is still in its infancy; however, just like developer platforms such as Win32 or LAMP in the past, it will only gain in importance. I thought it would be helpful to collect perspectives from some of the leading PaaS companies, by asking them some key questions about the state of the market [...]

More on REST

One of my pet-peeves … fortunately the SOAP vs. REST debates are largely over, with SOAP fading into the history books. But REST is still misunderstood, and sadly so. Steve Klabnik has the latest great REST explanation. Coincidentally we implemented some ideas in InfoGrid for what he says is missing in REST, such as content [...]