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14 April 2008

review of The Ganges, Paddington

Great food, lousy service.

the service really let down the fine efforts of the chef, be warned.

first of all, when I was asking about the menu, the waiter wandered off.
The main course was served while I was still eating the starter.
The empty plates from the starter were left on the table when I was eating the main course.
There was no fresh cutlery brought for the main course.
I wasnt asked at any point if the meal was ok or if I enjoyed it.
Receipt isnt a proper VAT bill, it has to show the amount of actual VAT paid, not just a total.
Service for the dessert and bill were slow.

Great food badly let down by shoddy service - just as well the service isn't included.

See what other diners thought by looking at the reviews at the following link:


Ganges on Urbanspoon

04 April 2008

Nokia N95 MAC Address

How to get the WLAN MAC Address for a Nokia N95 or Nokia E61
Enter this *#62209526#
Corresponds to this *#MAC WLAN#

Might be even more useful if it was in the phone's help.

01 April 2008

Why I don't tip in restaurants

I haven't written a long blog in a while so I thought it was time to post this missive now that I've been living in London for 7 weeks.

I last tipped in a restaurant in December and I eat out 4 nights a week. So strictly speaking I do tip, when there's exceptional service and I want to say thanks (the last time was at Benedicts of Belfast) but so far I've been pretty unimpressed with London. Yet, some restaurants demand a 10% tip, there's no way to remove it from the bill and the service is pretty average.

I don't expect London to be cheap, but working in Whitehall, I can pop up the road from Downing Street and the Palace of Westminster and eat near the corner of Whitehall and Trafalgar Square at the Wetherspoons "Lord Moon of the Mall" for about a tenner including a drink. That's about as central as you can get, a stone's throw from where all the distances to London are measured and a few minutes walk from both the centre of government, theatreland, The Mall and The Strand. A decent (if somewhat basic) meal, a pint of beer and about a tenner. You pay at the bar so there's no tip added to the bill either.

Yet eat at a restaurant, even in more outlying areas such as Aldgate, Pimlico, Bayswater and so on and you'll usually pay over £20 for a meal for one in a restaurant for much the same meal. Eat in a pub, even a good one with "5 pints" on the website fancyapint.com and you get decent food, a drink and it's still around £10-£12. There's clearly a rip off market amongst restaurants who seem to think it's par for the course to whack on at least a 50% premium then look surprised when I don't want to pay the mandatory 10% surcharge on on top of that just because someone has carried a few plates 6 feet from the service hatch to my table then asked me if the meal was OK, cue reference to the "Maharaja Indian Restaurant", Queensway London which indulges in this nefarious practice.

Then you get the bill and have to ask for a VAT receipt. Usually this is some sort of semi-scribbled effort that if you're lucky has the total and the VAT number. Sorry, not good enough. Because goods are rated at different levels, in order to accurately know what the VAT amount is, you can't just guess that 17.5% was added on to the net amount. The receipt actually has to show the amount of VAT paid, just like the receipts I get when I shop in major supermarkets. So even if I was thinking of giving a tip for outstanding plate carrying to my table, the amount of tip I was going to leave has more than been eroded by the fact that the said restaurant is incapable of producing a proper VAT receipt with their VAT number on it, the total VAT paid and the total of the bill. There goes their "tip" - off to the VATman because of incompetency.

So if I get a square meal like I do in Benedicts of Belfast (the sort of food where people come from miles around to eat there) or even basic food such as Wetherspoons and pay £12 then I figure for a restaurant in an expensive area it's going to be around £15 including VAT, assuming I get a correct VAT receipt. I know it's economic to run a restaurant on that basis, the Lord Moon of the Mall in Whitehall shows it can be done for much less.

Any restaurant wanting £20 for the same and especially those with no VAT receipt have just used up my budget and gone over by a fiver. The tip has already been spent on overpriced food.

So that's what I don't tip (in London at least). It's so completely different in the US, where eating in restaurants is much cheaper, the portions are much bigger, the service better and you actually feel tipping is worthwhile and the server deserves it rather than in London where it's a surcharge on top of a rip off.

Comments?

31 March 2008

Credit Card Rip Off

Why is it that Easyjet rip me off with a £4.95 minimum credit card fee when I buy something on their site yet I can buy a downloaded MP3 on most UK websites for 79p for no credit card charge at all?

Anyone else feel this is a rip off?

11 February 2008

Scotland's bridges are all toll free

The BBC reports that as of just over an hour ago Scotland no longer has any bridge tolls

It took a Labour government to sit on this suggestion for nearly 10 years and an SNP government less than 10 months to make it a reality. See my proposal for banning bridge tolls as they simply penalised the communities they serve.

This suggestion was made to the Labour government in November 1997. SNP, time for change. If only all governments were this effective.

02 February 2008

siliconglen.com, Scotland's Internet portal, for sale

I have owned and maintained the content on this site since 1999 and I would like to sell the site, contents, related domains, ongoing traffic etc so that I can work on other projects. The site is profitable, and ranks of the first page of Google results for a wide variety of Scottish business and cultural search terms. I did a list of some of the placements back in 2006 although they will have changed since then. However, more than that, siliconglen is the name synonymous with the Scottish IT sector in the way that Silicon Valley is for the US. The domain alone has a lot of potential for a trade body, a government body, business group, tourism site or a publisher to make into a genuine portal for Scotland. The term is widely used in the media and due to the name and search engine placement receives enquiries from the media and organisations interested in the region and wanting to invest here.

Serious enquiries only please to craig@siliconglen.com

many thanks

Craig

28 January 2008

Ageism is illegal. So why do the media make it such a focus?

On 1st October 2006, the UK enacted a law to make ageism illegal. This is only for employment but nonetheless, despite privacy concerns, many employment related websites still ask for it or some equivalent field such as "career start" under the guise of data de-duplication. Today being data privacy day it might be a good time to remind them to get their unique numbers another way.

Anyway, for those sites and application forms that still request it, they claim that it is to ensure compliance with the new legislation. Funny that, before the legislation you didn't have to supply such information, now some agencies ask for it and cite the legislation as the reason. Furthermore, as I blogged in 2006 you are now forced to reveal your age for ID purposes when applying for a job.

So that's the background. Age when applying for a job should just be recorded for "checking purposes" and to ensure that recruiters are playing fairly. In that regard, it is no different to race, religion and other profiling characteristics that are illegal (and immoral) to discriminate on. Yet, the rest of society hasn't really caught up.

Let's take a typical news story from today where the people's ages have no relevance.

The original text:


By Andrew Hough and Michael Holden

LONDON (Reuters) - Five men were found guilty on Monday of kidnap and robbery in the country's biggest ever heist, a daring, 53 million pound raid on a cash depot in Kent.

The robbers, some dressed as policemen and most wearing prosthetic disguises, snatched the record haul after getting past tight security by kidnapping the depot's manager, his wife and son at gunpoint.

They were also helped by an "inside man", who not only provided details of the building's interior layout and security protocols, but also secretly filmed it using a tiny camera hidden on his belt.

Despite the elaborate planning, the gang was rounded up by police within days of the February 2006 raid at the Securitas Depot in Tonbridge, after detectives received a tip-off.

Stuart Royle, 49, Jetmir Bucpapa, 26, Lea Rusha, 35, Ermir Hysenaj, 28, and Roger Coutts, 30, were convicted at the Old Bailey of conspiracy to kidnap, conspiracy to rob and conspiracy to possess firearms.

Another defendant, John Fowler, 59, was cleared of those charges while Keith Borer, 54, was found not guilty of handling stolen goods.


The text if we removed the profiling information and replaced it with ethnic origin (these are made up)



LONDON (Reuters) - Five men were found guilty on Monday of kidnap and robbery in the country's biggest ever heist, a daring, 53 million pound raid on a cash depot in Kent.

...

Stuart Royle, black, Jetmir Bucpapa, white, Lea Rusha, asian, Ermir Hysenaj, black , and Roger Coutts, white, were convicted at the Old Bailey of conspiracy to kidnap, conspiracy to rob and conspiracy to possess firearms.

Another defendant, John Fowler, white, was cleared of those charges while Keith Borer, middle-eastern, was found not guilty of handling stolen goods.


Completely irrelevant, pointless and bordering on racist.


Maybe you could have an alternate version using other profiling information such as religion


LONDON (Reuters) - Five men were found guilty on Monday of kidnap and robbery in the country's biggest ever heist, a daring, 53 million pound raid on a cash depot in Kent.
...

Stuart Royle, catholic, Jetmir Bucpapa, muslim, Lea Rusha, protestant, Ermir Hysenaj, moslem, and Roger Coutts, athiest, were convicted at the Old Bailey of conspiracy to kidnap, conspiracy to rob and conspiracy to possess firearms.

Another defendant, John Fowler, Jew, was cleared of those charges while Keith Borer, protestant, was found not guilty of handling stolen goods.


Again, fairly offensive, pointless and quite irrelevant.

So why do we continue to accept the pointless and irrelevant reporting of the number of birthdays someone has had when it has no relevance to the story? It is just as offensive and wrong as other profiling information that it is illegal to discriminate on.

Comments?

PRINCE2 + AGILE = Common sense?

An article on how Agile can sit alongside PRINCE2 and where DSDM Atern fits in.

In 2007, I put "used an Agile/PRINCE2 development strategy" on my CV. It's been quite the conversation starter at interviews. So I thought it would be of interest to blog about it here and gauge the reaction/feedback.

First off PRINCE2 is an acronym for "PRojects IN Controlled Environments" (version 2). PRINCE2 is a generic project management method for exercising control over a project's startup through to closure (SU1 to DP5 for all you who enjoy punch card like references). It's a generic project management method that had its origins in IT but which now makes no reference to IT and could be used from anything from building a ship to planning your summer holiday. Whether you would want to use it on the latter is entirely up to you. The same flexibility of choice is not however accorded to the large number of public (and increasingly private) sector projects that use it since it is seen as the de-facto project management method and its use is frequently mandated, despite there being other methods that may be more relevant for the task in hand. There have also been a large number of complex and extensive government IT project failures recently many of which would have used PRINCE2 and which highlight that even a refined method such as PRINCE2 can run aground on large scale, long running projects that are subject to considerable change.

On paper, PRINCE2 is logical, reasonable and linear. However, as experience suggests - for example in the long series of failed UK Government IT projects where PRINCE2 is the mandated method - simply being logical, reasonable and linear, is not sufficient. It is not sufficient to make it the effective project management method business and public sector organisations really need."
From PRINCE2 problems by Business Transition Technologies


PRINCE2 is based around project control. Control is clearly a Good Thing, however being a generic method with no reference to IT, the closest IT development method would be the waterfall method, which is very well lampooned on the Waterfall2006 site. It is just these shortcomings of the waterfall method which seem to cause the biggest problems with PRINCE2 projects, especially those which due to their complexity and length of development are prone to large amounts of change. PRINCE2 also does not account for software projects comprising multiple versions and how these are handled, nor for website development and deployment which can be an almost continuous process.

Change is inevitable in projects. In response to this Agile development methods arose to deal with this change more effectively, particularly from a software engineering perspective and unlike PRINCE2, cover in detail the more day to day activities such as sprint planning, daily meeting structure etc. Agile does not have comprehensive cover for project management, however the Agile DSDM development method was developed with PRINCE in mind, as detailed in the paper using DSDM with PRINCE2 [PDF]. Thus the combination of Agile and PRINCE2 is not as contradictory as it might at first seem. One is a development method for managing change, the other is a project management method for exercising control, so the two compliment one another and should result in a management method for control in a changing environment. One can see from this white paper on integrating DSDM into a PRINCE2 environment [PDF] that at the actual delivery level the focus is much more on the agile processes rather than PRINCE2.

Alistair Cockburn (no relation) and others have produced a set of agile management methods however this has grown out of the agile community and consists of a set of principles rather than the sort of detailed how-to that would make it easy to sell to the PRINCE2 diehards.

The most complete agile project management method I have come across is DSDM Atern which is described as follows:
What is DSDM Atern?

Atern is an agile project delivery framework that delivers the right solution at the right time.

Importantly, Atern harnesses the knowledge, experience and creativity of end users. It uses an iterative lifecycle to evolve the most appropriate solution to satisfy project objectives.

Using planned, visible timeboxes with clearly-specified outcomes control is exercised throughout by the project manager and the team members themselves.

Roles are clearly defined and work is divided into timeboxes with immoveable deadlines and agreed outcomes.

Atern Agility
Atern’s agile approach avoids the cumbersome rigidity of ‘big design up-front’ without the inevitable risks of ‘no design up front’.

Since it is worth spending some early time examining the structure of the overall solution before building any components, Atern advocates that projects should do just ‘enough design up front’.

Atern flexibility
Atern can be used to complement other project management disciplines such as PRINCE2 ™ and PMI without duplication of effort.

The description of DSDM Atern on amazon.co.uk explains further:

Atern is the leading, proven, agile approach providing the governance and rigour along with the agility and flexibility organisations demand today. It is also ideal as a wrapper for more limited agile approaches to ensure that the whole project lifecycle is addressed. Atern is a proven 'battle hardened approach' and has been responsible for the successful delivery of innumerable projects around the world. Its provenance across both IT and non-IT contexts goes back to 1994 with substantial productivity gains independently verified by the UK Software Metrics Association.


Making PRINCE2 Agile

So it seems to me that you could use PRINCE2 for the high level governance of a project, Atern for the structure of how the project development is to be organised and prioritised and scrum techniques for the day to day elements of effectively organising the software engineer's time and daily priorities. Although for a true DSDM Atern approach, PRINCE2 isn't needed at all - whilst it is possible to combine DSDM and PRINCE2, DSDM Atern by itself is actually enough and also embodies from the outset the Agile principles which are completely absent from PRINCE2. The particular challenge for Atern lies in integrating Atern projects within a waterfall corporate culture and of DSDM takeup and experience generally, which is unfortunately quite low.

This is just intended as an overview to illustrate that PRINCE2 and Agile are not necessarily contradictory and that is possible to combine elements of both successfully, particularly when it comes to the managing a stage part of PRINCE2 - Agile turns this into many small stages comprising stable components of work suitable for release. However, what remains a mystery to me is why government departments have been so reluctant in the face of the number of IT failures I have blogged about to promote an agile implementation of PRINCE2 and how it can best be delivered for complex IT projects running into billions of pounds. DSDM Atern isn't necessarily suitable for all projects, but certainy for iteratively deployed projects which are happy to embrace change, it should be considered as a more suitable alternative to PRINCE2.

This whole sense approach to software development from project governance to day to day management would seem to be the holy grail for minimising such failures. Perhaps it is time to encourage those who mandate PRINCE2 to understand this in order to minimise further wastage.

Further reading on DSDM is available on the DSDM website and for discussions with the authors of DSDM, I would recommend the DSDM group on LinkedIn.

Craig

Update: in June 2011 I wrote an update covering Agile and PRINCE2.

27 January 2008

BarCamp Scotland 2008

BarCamp Scotland is on 1-2 Feb 2008. See the barcamp2008 page for more info or view the event on upcoming.org.

Incidentally, if you are less technically inclined and fancy some music and culture instead, there is the monthly Bothan at the Scottish Storytelling centre at 8:30pm on Friday 1st Feb. £3.

Details:
Bothan meets again this Friday (1st February 2008) at 8.30pm in the Scottish Storytelling Centre, High Street, Edinburgh, when popular singer Mary Macmillan (Uist) who won the Traditional Gold Medal at the Lochaber Mod last year, along with various Bothan instrumentalists, will entertain the company. Please come along and enjoy the music, songs and crack and catch up with news from the Gaelic world. The evening’s entertainment will only cost £3 – a real bargain at today’s prices!


I expect I must be about the only person in Scotland for whom both the above represents a potential diary clash :-)

Government consultation on income shifting

The UK government is currently consulting on income shifting. This is a consequence of losing the Arctic Systems case last year, the government didn't get its way so decides to change the law to suit its needs. Nice job if you can get it eh? Nonetheless, together with IR35 this is yet another tax on the self employed (e.g. IT contractors) many of whom have family members contributing to the success of the business but will be penalised if income shifting legislation is drawn up. The Professional Contractors group has a useful resource page on this for more information and is calling for people to sign the petition to scrap the proposed legislation.

Here is a summary of the Professional Contractors Group (PCG) position for more information. Incidentally, although Scotland has 10% of the UK population, 17% of the PCG membership is in Scotland, indicating that such legislation may have a disproportionate effect in Scotland versus the rest of the UK.

Introduction

The Government has issued draft legislation, intended for inclusion in the Finance Bill 2008, to place a new tax on what it calls “income shifting”. The result will be significant tax increases for hundreds of thousands of small family businesses.

At present, a business owned jointly by a married (and civil partner) couple can distribute profits equally to each: this allows them to use up their tax allowances efficiently, and can create a tax saving. This is a consequence of the independent taxation of spouses that was recognised and accepted by Parliament when it was introduced in the 1980s. Now the Government wishes to impose a tax increase on everyone who has set up a business in this way.

PCG believes that the proposals are unfair
  • The Government seems to think there is something wrong with spouses setting up “non-commercial” arrangements and wants to penalise them: in the real world, married couples enter into financial arrangements on the basis of being married to each other and it is wholly inappropriate to expect them to enter into “commercial arrangements”.
  • Profits are distributed as a return on risk: the Government fails to recognise that married couples are jointly exposed to the risk of their business failing, and is seeking to deny them a joint share in the rewards if they succeed.
  • For years the Government advised people to set up businesses jointly when possible: now they are to be penalised for following the Government’s advice.
  • The proposals clearly and directly discriminate against small business and in favour of big business: if a consultant is hired out by a large company, he will be paid for the work and the rest of the fee will go to the company as profit, which can then be distributed to shareholders in the usual manner. If a consultant took exactly the same contract with exactly the same client for exactly the same payment, but the consultancy happened to be one he owned with his wife, the dividends would be taxed more heavily than the dividends of the large company.


PCG believes that the proposals are unworkable
  • The proposed measure will make it impossible for businesses to self-assess their tax bills. How can they value every single contribution made to a business accurately and with confidence? Businesses will be left perpetually looking over their shoulder in fear of an aggressive investigation by HMRC, in which they will have to prove that they have done nothing wrong.
  • The Government claims that the new rules will not cost businesses anything to administer, and not cost HMRC anything to enforce: this cannot possibly be the case for such a complex and subjective set of rules.


PCG believes that the proposals are inconsistent with other areas of law
  • Spouses are entitled to equal shares in the value of a jointly-owned business in a divorce.
  • Spouses are entitled to equal shares in the proceeds, under Capital Gains Tax rules, in the event that a jointly-owned business is sold.
  • Under the proposals, spouses will not be entitled to equal shares in the profits of a jointly owned business while it is operational.


PCG believes that the proposals are not justified by the consultation paper

Ever since the independent taxation of spouses was introduced in the 1980s, it has been common practice for married couples who go into business to set up the business jointly; the consultation paper fails to show that anything has changed since then to justify the new rules.

20 January 2008

Why Silicon Glen isn't Silicon Valley

I came across this interesting report from 2004 covering the Scottish investment scene and it goes a long way to explain why Scotland isn't home to as many successful startups as it deserves. Not much has changed in 4 years and to put some figures on it, we are apparently we are only working at 20% of our economy's potential:

A 1993 MORI poll in Scotland estimated that there were over 90,000 latent, or would-be, entrepreneurs and business owners in Scotland, who were frustrated in their ability to act on their aspirations by a range of factors, including the absence of role models, difficulties (actual and perceived) in accessing resources, particularly finance, and lack of knowledge about the process of business formation. Based on figures from the Global Entrepreneurship Monitoring (GEM) research programme around 5% of the Scottish adult population is actively engaged in business ownership or in activities being undertaken with a view to entering business ownership. This is around one half of the level experienced in the US and around one-third the level in other small open dynamic economies such as New Zealand.
Actually achieving this increased level of entrepreneurial activity will require a quantum shift in culture and attitudes in Scotland, which may only be achievable over a generation: as the experience of the business birth rate strategy in Scotland has demonstrated, this is not a ‘quick fix’ option. Specifically, access to finance is consistently cited as the prime obstacle to entrepreneurial activity in the GEM reports, and also in our research and contact with potential entrepreneurs. As it is, at present Scotland is working at perhaps 20% of its entrepreneurial potential.

Next time I have a decent idea, I'm off down to London. We have some of the brightest ideas in Scotland, some of the best graduates and even some of the world's largest banks. Yet we struggle at 20% of our potential. Why should I as an entrepreneur waste my time with a funding sector that isn't fit for purpose?
Our view is that the 90,000 “frustrated entrepreneurs” identified by a 1993 MORI poll (a figure consistent with the GEM data for Scotland a decade later) do not become active entrepreneurs largely because the funding landscape is not only too empty, but is also perceived as empty by those looking to enter it. While market participants respond (with some accuracy) that it is in fact not empty, and that sensible ideas well advised can usually find a funder, this accurate opinion is not helpful to an individual who is in full-time employment during normal working hours, has few or no contacts with the market, has little understanding of how it works, has little spare time to find out, and has a perception that entrepreneurial success relies on unique and specific skills that they may not have and may not be able to acquire.
A Darwinian approach to entrepreneurship would demand that these 90,000 aspiring entrepreneurs be left to live or die on their merits – let the fit survive and the rest remain in employment. Such Darwinism is, however, founded on the false premise (a) that this process will ‘weed out’ weak ideas and businesses, which is economically efficient, and (b) that entrepreneurship ought by definition to be hard and difficult, not least because today’s successful entrepreneurs and investors did indeed have to face harsh and difficult environments, and associate success with difficulty.
This Darwinian approach to the creation of an entrepreneurial economy is flawed, as can be seen from the failure of the Scottish economy to significantly raise the level of new business starts and the rate of formation and growth of high-potential companies over the past decade. A funding landscape that was visibly and obviously rich in sources of risk capital for businesses of every kind would remove a major constraint (real and perceived) on the formation of new entrepreneurial ventures. As such, it would provide an environment for the successful transformation of the culture of the Scottish economy into one in which entrepreneurial activity is seen as a legitimate career option and economic role.

07 January 2008

Looking for a new job

I started contracting last year and in the first week of Jan 2007 started as project manager of tesco.com grocery (Welwyn Garden City). However, following a department wide reorganisation the project I was on was put on hold and as a result the contract ended. Shortly afterwards however I got my next contract in Belfast working for the criminal justice sector. This lasted over 9 months and I obtained security clearance through it but the contract ended just before Christmas. I’ve had a few interviews since then but no joy yet although great feedback, it’s been more a case of there were candidates who fitted the roles in question better rather than anything negative about me.

At the moment, the immediate aim is to get a contract project management / software development manager position, flexible UK wide. Usual stuff I’ve done in the past has been web / e-commerce based but I’m not restricted to those roles and have worked in sectors ranging from banking and public sector to .com start-ups and consultancy. Longer term however, I’m looking to move up the management ladder to a more CTO level position, especially for a smaller company or start-up and as you can tell by the favourable response many of my ideas have had on Cambrian house, I’m not short on fresh ideas. Having been a company director for 13 years I would ideally like to be running my own company to carry some of these ideas forward (one of which was reviewed on Cambrian House as ‘the next Google’) but the current financial climate together with a lack of much of a networking scene in Scotland where you can get together with complimentary members of a management team makes this difficult. I guess I must be doing something right, there can’t be many like me in Scotland who have been interviewed by both Google and Amazon. There’s some more info about me via the links under my profile on this page.

So if there’s anyone out there hiring at the moment for a Project Manager with innovative ideas and great at finding solutions to problems, on the lookout for a CTO or wanting to fund a startup then please get in touch. I realise this might sound like I’m not sure what I want to do, it isn’t meant to be, it’s just being pragmatic. Maybe there wasn't enough of that during the dot com hype days.

Craig

05 January 2008

Hotels of quality and distinction

I blogged last year about problems with hotels and after a year of staying in them, I've got a good bit of first hand experience of what really works especially for someone staying for more than a few nights. In the same spirit of my gold standard for contact centres, I propose a similar standard for hotels.

1. Provide Wi-Fi, make it free and unrestricted. Anything password based via a webpage is a major irritation when all you want to do is use an email client, and it is time consuming and not guaranteed to work on a PDA. Wired internet in the bedroom is even better and almost makes it usable to webchat with the family back home.

2. Even if I prefer having a shower to taking a bath, having a room without a bath is cheap. It's a sign you are trying to cram as many guests as possible into a small a space as possible.

3. Provide FreeView, after all it's free.

4. Double beds (4ft 6" wide) are a bit of a joke in a hotel claiming to be quality. King, or ideally superking size is more like it.

5. Have showers that work and have constant decent pressure and temperature. Bit of a basic, but many fall at this hurdle. A glass partition next to the bath is far more preferable to a shower curtain that attacks you.

6. People have laminate flooring in their homes because it is easy to keep clean. Hotels with wooden bedroom floors get the same advantage. Carpets in bedrooms are fine but given the use they get in hotels with people wearing outdoor shoes, they get to look fairly shabby before too long.

7. Good quality pillows only cost a small amount extra and can make a huge difference to the comfort in the bed. The same applies to the duvet. Please provide a sheet under the duvet (comforter for those of you in the US).

8. The sports complexes at Village Hotels in the UK are fantastic and exceed even those I have seen in specialist keep fit centres. Something for other hotels to consider.

9. Friendly, helpful staff really make the hotel. Staff that are willing to engage in conversation rather than just act like robots make a huge difference.

10. Hotels that have bars that locals want to drink in are a huge plus. Not only is this a sign of quality that people choose to drink there because they want to rather than just because it's convenient and they are staying that night but with locals in there as well there is likely to be a decent atmosphere. Most hotel bars have about as much atmosphere as an airport departure lounge.

11. Providing the noise isn't a problem for guests, having a bar with decent live music is a major plus since this certainly relieves the boredom if you are travelling along and unless you are very sad you probably want to do more with your long term stay than just be cooped up in your room watching TV every night.

12. Provide healthy cereals for breakfast. Muesli for instance is supposed to be healthy, so why not supply it in a sugar-free variety but leave a bowl of sugar so that those who like sugar can add it if they want to.

13. The card that opens the door is usually also used to activate the room lights. However, the room light panel is not tied to a specific card, anyone will do. It pays to have a handy card handy (e.g. a gym pass or expired bank card with VOID written on it) so that if you want to go out and leave the laptop charging, you can do so by leaving said card in the light panel thus ensuring the electricity to the room doesn't cut out when you pop out for a few hours. It's handy when you can force the electricity to stay on in the room even when you're out.

14. Just because you provide a quality service there's no need to rip off customers. It's perfectly possible to charge only £10-£20 a night more than the absolutely most basic of hotels and provide outstanding quality and service. I know, I have stayed in such places and not surprisingly they were almost permanently fully booked.

15. Try and make the decor and room layout distinctive. I get a bit tired of the rectangular bedroom with the square bathroom in the corner just next to the door, the beige decor and the dull design. I've stayed in rooms with the bathrooms had windows (nice) and the room was triangular. Makes a nice change.

16. In 2008, there isn't really much excuse for a hotel still having 4:3 ratio CRT TVs. Widescreen TFT should be the norm.

17. Hotels provide TVs for people to watch, including films in the evening. Yet what are we supposed to sit on for 2 hours watching the film? The bed? No thanks, I stopped doing that as a student and the alternative is those uncomfortable hardback chairs. Any hotel that provides a chair on a par with what you might find in a living room (ie soft and comfortable) actually provides something you might want to watch that film in.

18. When I am booking online, give me the option of specifying whether it is a smoking room or not. Surprisingly many hotels still don't do this.

19. Have a help-yourself buffet for breakfast. Saying I can have a yoghurt or cereal for breakfast but not both is penny pinching.

20. Don't hardwire the TV to the aerial socket. I want to be able to unplug the aerial and plug it into my laptop so that I can record TV onto my laptop via the TV card.

21. If you run a busy pub as part of the hotel, you'll want to provide more female toilet capacity than male, otherwise there's a good chance that women will have to queue and the men won't. This is unfair.

22. Friendly, helpful staff really make a huge difference. I want to feel at home, not just that I'm stuck there for the night because I have no other choice. So important I said it twice.

It's also worth mentioning here that the best hotel I've ever stayed in is Benedicts of Belfast. So good, I lived there for 7 months. Everything they do is of the highest standard and it's the sort of place that other hoteliers aspiring to be distinctive, quality hotels with a friendly welcome should visit to learn how it's really done. It's no surprise it's consistently near the top of the trip advisor recommended hotels list, currently it's #2 although #1 doesn't have a bar.


That's all for the moment.

Craig
The author worked for the Scottish Tourist Board/VisitScotland from 2000-2006 although is writing in a private capacity here.

17 December 2007

wetherspoons

If Wetherspoons is supposed to be the no.2 food outlet in the UK by volume after McDonalds, why am I sitting here at their Bridge Inn in Belfast, still waiting for my food over half an hour after I ordered it and nearly 10 minutes after I was told it was just on its way down?

Cant we expect better from someone claiming to be no.2?

03 December 2007

Towards a more flexible e-commerce model

Argos (a top 5 e-commerce site in the UK) reports on its website when you go to buy something:

Remember, you don't need to register to purchase on this website!


Glory be and hallelujah.

About the only site I know of that allows people to log in if they want to (potentially saving time in the long term) as well as not logging in (thereby saving time for one off purchases and especially if you have forgotten your password etc)

When I go to shop in a normal high street shop, I am not required to log in. Nor am I required in the main to have their store card and use it allowing every purchase I make to be tracked on every visit. Nor am I required to set up a username before I think about putting stuff in my basket. Nor am I required to give my date of birth before purchasing non-age related goods from them.

Yet on-line retailers indulge in this nefarious data gathering just because they can. Tesco.com requires to have a clubcard before purchasing with them (thereby allowing all your purchases to be tracked). Toysrus.com requires a date of birth when registering, even though the vast bulk of their products are non-age related and even though all they need to know is whether I am over 18 or not, see this analysis of their site in terms of the data protection act.

Argos were reviewed as Pants back in 2003 and still persist with the silly practice of requiring everyone to have a courtesy title even when many prefer not to use one. But nonetheless, credit where it's due for being courageous enough to say no to the marketing department's endless quest for customer data "we take your data because we can" and having a site that gives the customer the option of a quick purchase without having to log in as well as using their account if they have one.

A site that offers true customer choice, how long before others follow this lead?

Craig

30 November 2007

St Andrew's day

The BBC reports that Scotland is to mark St Andrew's day. For more information see scotland.org or scotland.gov.uk. You can read about St Andrew on the gateway to Scotland site or on the soc.culture.scottish FAQ, the first online guide to Scotland and hosted on this site.

Craig

28 November 2007

Scottish Software Awards 2007

News from Silicon Glen (yes, it's more than just electronics), the winners of the Scottish Software Awards 2007 have been announced. Congratulations to all who entered, and especially to the winners.

Craig

27 November 2007

Welcome to Scotland

The Scottish Government has just spent £100,000 apparently to come up with a new slogan for Scotland to replace "The best small country in the world". The new slogan is to be "Welcome to Scotland" with the Gaelic translation of "Failte gu Alba" as you can see from the picture in the BBC article.

100K pah, I could have done it for a fraction of that figure. Oh, I already did.

See the comment dated 9:11pm 27 Aug 2006.

The comment was obviously far too ahead of its time and didn't take full account of inflation either.

Aye, right

Craig

Towards a gold standard for contact centre service

I find a good part of my lunch hour is spent dealing with fairly useless contact centres. I would probably get more out of my lunch break and be able to do more interesting things than listen to boring hold music if contact centres improved their quality of service. Things haven't improved much in many years, I recall spending long hours on the phone to Alliance and Leicester in 2001 - often it was half an hour before they even answered the phone.

In response to the lack of initiative and progress in contact centre customer service, I propose the following initial list as targets that contact centres should aspire to, in order to offer gold standard customer service rather than the poor quality crap we have to tolerate at present. No particular order here and feel free to add your own ideas.


1. For an independent company to assess contact centres for typical and peak wait times until you get to speak to someone (including having to work through the menus). Then customers can make informed independent choices regarding which companies waste the least amount of time. These timings should then be published centrally with the worst offenders named and shamed.

2. For companies to aspire to a high level of standard rather than unacceptably long queues and to publish their standard on their website (and on the site mentioned in 1). e.g. "We aim to answer 90% of calls in less than 10 seconds". A standard that some companies actually meet, yet others would laugh at the idea of answering a call within 10 minutes.

3. For information to be available on what the busiest and quietest times are for the contact centre and their hours of opening so that I can make an informed choice about when to call them.

4. To have a facility to turn off hold music. This means that if I am in a long queue I can put my phone on speakerphone and get on with my job without annoying the rest of the office with a tinny version of Vivaldi's concert for hold music annoying everyone around me.

5. When using phone menus, every menu must have a "help" or "none of the previous options apply, I'd like to speak to a real person rather than a robot" type option.

6. Again with phone menus, they must have information on how to go back to the previous menu.

7. An option that if you have waited more than a certain length of time (e.g. a few minutes) in a queue, that there is always the option to leave your number and have someone call you back where your call has reached the front of the queue.

8. A fast track menu system so that you don't have to wait for all the announcements before you can progress to the next menu - you should be able to interrupt any menu and advance quickly without having to hear all the options. Many contact centre menus already do this but it's worth mentioning anyway.

9. To publish the contact centre menus on the company's website so that I can work through them quickly via a web browser, click on the relevant menu option and then to open up Skype or similar and jump straight in the the relevant queue that I've just clicked on.

10. Not having to repeat my details every time the call is transferred, including when I have to transfer from an automated system to an operator. Surely the IT systems at the contact centre can do this?

11. The ability for the contact centre to text or email relevant information in the event that you can't write things down very easily (e.g. driving, walking down street carrying mobile and briefcase, etc.)

12. An acceptance that excessive wait times is not only exceptionally poor customer service but in the false economics of saving money for the company, it actually wastes time for the customers of the contact centre. Since cc operators are usually on less than the average national salary, the implication is their customers' salary average is near to the national average and thus more than the contact centre operator's wages. This means it is a false economy employing insufficient contact centre operators and transferring the consequent wait time onto people whose time is more "expensive" and who would probably be happy to pay a higher premium for shorter wait times.

13. being able to access my account via the same lookup procedure and security procedure used by operators (i.e. if I don't have my policy number, I can just enter postcode, security answers etc). Banning the use of "usernames" for telephone access. My address, security details etc are enough.

14. If you end up in the wrong queue, the centre should be able to transfer calls for me without me having to hang up and start again

15. When the contact centre phones me, they use a legitimate number that accepts return calls and which announces the name of the company (i.e. not like Powergen). This implies the said number is not withheld, a very irritating practice.

16. Operators that have a good command of English. This especially applies to companies thinking of outsourcing their contact centre to Asia.

17. If I don't select a menu, then the options are only repeated twice before I am put through to an operator. They are not repeated indefinitely, nor does the system hang up on me.

18. Being able to easily speak to a manager/supervisor/complaints department.

19. Being able to dial straight into a relevant queue so that I don't have to pay to wait on hold. 20 minutes on hold on a mobile calling internationally is not funny.

20. On completion of a call, being given the option to provide feedback there and then on what I thought of the service given (e.g. press 1 for delighted to 9 for unhappy, etc.)

21. Being able to email the contact centre without having to go through menu spaghetti.

22. Using a phonetic name field (in addition to the usual name fields) in the customer record so that people with names like mine, difficult foreign names etc can have the correct pronunciation of their name recorded, thus meaning that time isn't wasted explaining how to say the name.

23. Treating email as important as fax and phone and providing a response within a "phone call" order of magnitude turnaround. It can be done for a phone call, yet for email response some companies take 5 days to respond. I'm mailing you via a medium that works at close to the speed of light because I want a quick response, not because I want it to sit in a backlog for a week.

24. Employ operators in the contact centre that don't talk over me, listen, and have a good level of knowledge of the topic I am phoning about.


Any more to add to this?

Craig

26 November 2007

First year contracting

Today marks the first anniversary of the start of my career full time contracting, so here's a look back on the previous year including some of the things that I did that were by products of that transition and the associated lifestyle and most of which I wouldn't have done had I still been a full time permanent employee in my previous job.

Here goes:

Was Project Manager for Tesco.com grocery, one of the world's leading e-commerce sites

Was Project manager for a major public sector project in Northern Ireland, part of the Causeway programme.

Gained security clearance

Bought laptop for working away from home

Bought PRINCE2 course, studying in my spare time

Went to the gym a lot

Went to over 80 live performances

Considerably improved my singing.

Turnover of my company that I founded in 2001 is now sufficient to require VAT registration. Filed first VAT return, very boring.

Got RBS Black card.

Visited debating chamber at Stormont

Met the Minister for Enterprise in Scotland

Appeared in the Belfast Telegraph, helped with research for programme on Ulster Scots

Learned about what really makes a good hotel and that few hotels are actually worth staying in for more than a few nights before total boredom sets in. Campaigned against rip off WiFi rates.

Significantly increased my income and moved house.

Admired Central Scotland and the Ayrshire coast from 16,000 feet on a clear blue day, several times.

Was Information lead for a Techcrunch 40 company, Crowdspirit.

Met lots of interesting people from all over the world.

Got used to 4am starts every Monday.

Walked from my bedroom to work every day.

I can now drink in a smoke free pub anywhere in the UK, something I campaigned for on national TV in 1990.

Became my own boss.

20 November 2007

It's a PIN, not a PIN number

For months we have been told by the banks about Chip and PIN. Chip and PIN this, chip and PIN that. Use your Chip and PIN. Chip and PIN blah blah until we're fed up hearing about it and over 20 months after its widespread roll-out we still have signs telling us about chip and PIN.

PIN = Personal Identification Number.

A PIN IS A NUMBER THEREFORE DOES NOT NEED THE WORD 'NUMBER' AFTER IT
PIN Number = Personal Identification Number Number. How silly is that?

Yet there's a large number of organisations that really ought to know better who think it is now necessary to suffix the acronym PIN with the superfluous suffix 'number'. Maybe we could just change it to PI number instead?

Please enter your PI ?!

Here are the organisations so far that ought to know better:


1. The Royal Bank of Scotland. On their cashline machines, it states "Please enter your PIN number". Also applies to their Ulster Bank cashline machines in Northern Ireland.

2. Orange. No surprises here, fresh from winning the "worst contact centre award" when you call to collect your voicemail, the greeting states "Please enter your PIN number".

Please feel free to add your own examples...

17 November 2007

Bollocks security

Continuing the theme of e-mail/Internet security.

Tonight I wanted to set up a new bill payment. The bank, in response to customer paranoia about Internet security and phishing attacks now require me to carry my bank cards and their calculator like number generator that I now have to take with me on business if I want to set up a bill payment. No thanks. No, I don't want to trail a variety of calculator like devices around with me one for each account or service I might want to use. I think the encryption offered by the bank site together with the random letters and digits from a security password is secure enough.

However, aside from that, let us now look at the two options the bank presents:

1. Log onto the website, have it over a secure encrypted channel, type in a customer number securely, random digits from two separate passwords securely and use the calculator device to randomly generate a number. Pretty secure huh?

2. Alternatively, use a phone, have the conversation in clear text, have the audible key presses recordable by anyone in earshot with a microphone, no need for the card reader calculator device either. Set up bill payment successfully.

Does the analogy of having 50 billion million trillion zillion locks on your front door and only 1 on your back door apply here?

Which way do you think a burglar would want to break in?

Why do banks and other sites continue to believe that the phone is a secure means of communication?

10 November 2007

Orange wins the worst contact centre award, thanks to this blog

Check the link. Clearly still surpassing themselves in the worst contact centre award stakes and following on from their outstanding showing in this category last year it is clear there is no let up in form in the poor customer services stakes this year either. Why only a few weeks ago I phoned to ask how I collect voice mail for another orange account from my own phone and after 15 minutes of being passed from pillar to post the person still didn't understand the question, never mind actually give me an answer.

Meanwhile I posted the same question on the uk.telecom.mobile group who answered it correctly in less than 30 minutes, without me having to be on hold waiting for an answer and without me having to play irrelevant menu hell either. Maybe Orange should outsource their contact centre to usenet, it certainly provides a more useful service.

Craig

09 November 2007

The Untouchables, Belfast

Greatest gig in town. Every Monday, Benedicts Hotel, Bradbury Place, Belfast. 11pm-1am. Best entertainment I've enjoyed in years! Check out their facebook group.

Craig

13 October 2007

Program it all

Will we see increasing programmability and customisation around the home? If not just to meet the needs of the consumer perhaps any company seeking to market environmentally friendly products would prefer to be selling products that can be easily upgraded and adapted?

Please vote for this idea on crowdspirit...

Craig

05 October 2007

Next big thing for the net to come from Silicon Glen, Scotland?

So says John Giannandrea, a Scot who became Chief Technologist at Netscape and is currently CTO of the hot startup Metaweb.

Watch this space then?

Craig

03 October 2007

Rude business communication

I have already blogged about rude e-mails. These are emails sent by allegedly reputable companies who consider email to be a good enough medium to communicate with you, but not a good enough medium for you to reply. In other words, they are rude. Instead of a simple easy reply using the tool you used to pick up their mail, they incorrectly assume you have access to the web (you might be using a slow mobile phone/PDA), they incorrectly assume your device must be compatible with their website (usually not, especially if you are disabled) and they incorrectly assume that you enjoy playing "contact us" droplist spaghetti just as much as people hate playing contact centre multi-option phone queue and hold music hell. "I'm sorry, I didn't get that, please listen carefully to the following options again".

Powergen are one of the rude companies when it comes to email, sending their emails from a "do not reply" email address, however they completely excelled themselves in rudeness when they called me yesterday, hung up the phone and didn't leave a message. So I called them back using the number presented to my phone 01158434900 (0115 843 9400 just to ensure it appears in the search index) only to be greeted with an even ruder "This number does not accept incoming calls". Not even an announcement saying which company it was. Not even a "Thank you for calling Powergen, we'll direct you to someone who can help". Nope, sod off hang up the phone.

Guys, this sort of "crap on the consumer" is completely unacceptable. It's the telephone equivalent of leaving a pile of shit on someone's doorstep with a note saying "left by anonymous ha ha". People actually want to be able to reply, people don't want to be called anonymously by companies hiding behind dead email addresses or phone numbers. People shouldn't have to go to a PC, type the phone number into Google (other search engines may still exist) to find out who it was because the company was too rude to say so.

Dead email addresses, "contact us" drop list spaghetti, long contact centre queues and dead phone numbers may be really convenient for the company but they are really INCONVENIENT for the customer and I for one am getting fed up using a good part of my lunch hour playing these silly games just to get in touch with you (including 3 hours to Demon's contact centre recently trying to figure out why my 5 day broadband service was down for 26 days, my website wiped and my email bounced.

You want to know how annoying this rudeness is? The next time you want to contact me, I'll not give you my email address and any phone calls will go via a service that makes you wait for 20 minutes in a queue listening to "Your call is important to me, please hang on while we try to connect you" without the option of leaving a message, without the option of being called back when you've reached the front of the queue and without the option of hearing a valid email address that works.

Your productivity would go down somewhat and rather than being able to call 20 customers an hour, you might be able to call 2.

Annoying isn't it? SO DON'T DO IT TO CUSTOMERS THEN. In any case, if my phone call was really that important to you, you would make more of an effort to answer it quickly.

DONT email me from dead email addresses, instead email me from a working email address and include a reference number so that my reply goes back to the right place.

DONT phone me from dead phone numbers (or withhold your number like a dodgy scam artist might). Instead, call me from a real phone number than when I call you back allows me to speak to someone.

Don't tell me that you can pick up the phone, deal with my enquiry and resolve it in well under an hour but somehow for an email it takes the best part of a week. Just because I use a different communication method, it makes my issue no less important. I actually had a sore throat recently and preferred to send email rather than speak on the phone. Goodness knows how any disabled people with speech problems put up with this second class service. Can't speak because of a very sore throat? No web access? You might as well not exist.

Above all, don't be rude. You might even find customers being more polite to your contact centre staff when they eventually reach the end of the queue....

Thank You.

Craig

25 September 2007

Stopping the junk mail

There are three kinds of junk mail.

1. Stuff addressed to you, you can stop this by writing to the Mailing Preference service

2. Stuff addressed to nobody. Leaflets, etc. You can stop this by e-mailing: optout@royalmail.com. This is the service that a postie was disciplined for telling his customers about. Good old Royal Mail, here to spam you and then discipline anyone who tells customers how to stop the spam.

3. Stuff addressed to a generic address, e.g. "The Occupier", "The Head of Personnel", "The Householder".

The Direct Marketing Association has you over a barrel here, because there is currently no way of opting out of this spam. This means that if you are moving house you can look forward to receiving several spam mailshots a day addressed to "The Occupier" offering you removal and storage services and other stuff you probably aren't interested in, especially if you have moved already.

Dear Marketing spammers. Kindly get your act together and have a "no junk mail" service that actually works.

Craig

19 September 2007

peer commerce

Make money from your MP3 collection?

Peer commerce - will it take off?

08 September 2007

why demon internet is not recommended

I first promoted Demon in June 1992, the month they set up. I joined them as a customer the following year. This is the first time I have moved house whilst having Demon as a broadband provider. It has been a total disaster and I would recommend that anyone who values their sanity avoids them like the plague.

1. As a business, the internet is important to me. I am changing address, but keeping the same phone number.
2. After a very lengthy conversation on 4 Sept, I explained BT were transferring my line on 18 sept. Demon has no concept of transferring, you have to cancel and set up a new service. Setting up the new service takes at least 5 working days, hence your business will be offline for a week. In this day and age, it is unacceptable.
3. During the call on the 4th, demon set me up with temporary dial up access. They then said to call back on the 13th to minimise downtime.
4. I return from my business trip on the 7th to find the arseholes at Demon had already cancelled my broadband.
5. I then called them on the evening of the 8th to log into the dial up account which was set up on the 4th to find that it hadnt been set up at all, they couldnt help me until Monday (by which time I will be out of the country) and they didnt even know if customer service was open on a Sunday or not.
6. Conclusion. Demon is crap and should know better than to outsource to India.
7. Avoid Demon if you value your sanity.

(posted via Orange WAP). Ha ha, you can take away our ADSL but you can never take away our freedom..... :-)

07 September 2007

iPod touch, browser, calendar, personalised news. Patent application 1990.

The story of how an early keyboardless browser for pages and links (called PageLink) from early 1990 was canned by Digital. Has a surprising number of features in common with iPod touch, modern browsers (bookmarks, search), personalised news, calendars, PDAs today. Comments about the internet "revolutionising online advertising" also relevant.

read more | digg story

14 August 2007

Scottish Government marks 100 days in power with national conversation

The launch of "a national conversation" is to determine the political and constitutional future of Scotland and the UK. The status quo, more powers for the Scottish parliament or full sovereign independence. In contrast to south of the border, the Labour party is now a poor second to the SNPs ever growing record lead over all other parties. Is the public warming to the SNP and will the independence debate be given a fair hearing?

read more | digg story

05 August 2007

Traditional Gaelic events at the Edinburgh Fringe

For 2008 events please see the 2008 event listings.

2007 programme of events
Com-pàirteachas Gàidhlig Dhùn Èideann (Edinburgh Gaelic Partnership)welcomes you to the Edinburgh Festival Fringe with:

"Cèilidh in the City"
Colmcille Centre, 2 Newbattle Terrace, Edinburgh

Ceòl (music)
Ã’rain (songs)
Sgeulachdan (storytelling)

Monday 20th August (7.30pm – 9.30pm)
Alasdair Codona (vocal & guitar) & Mairead Callan (vocal) with Martin Macintyre (storyteller) plus supporting local instrumentalists & singers.

Tuesday 21st August (7.30pm – 9.30pm)
Gillian Mackenzie (vocal) with Gaelic musicians and singers from Edinburgh Schools combine with Lothian Gaelic Choir for an evening of traditional entertainment for all generations.

Wednesday 22nd August (7.30pm – 9.30pm) "A taste of the Mod" with Medallists, Kirsteen Macdonald (vocal), Calum A. Macmillan (vocal), Màiri Macleod (clàrsach), Falkirk Junior Gaelic Choir, young musicians from Lochaber, & others.

Thursday 23rd August (7.30pm – 9.30pm)
A night with "Am Bothan" & guests – Roddy Campbell (vocal & instrumentals) & Don Mackenzie (guitar) with local artistes.

Friday 24th August (7.30pm – 9.30pm)
Top pipers Iain & Allan Macdonald & Griogair Lawrie with Margaret Stewart (vocal), Martin Macintyre (storyteller) and local musicians.

Saturday 25th August (7.30pm – 9.30pm)
Ever popular Kathleen Macinnes (vocal) & Griogair Lawrie (vocal & pipes) with Martin Macintyre (storyteller) & local musicians.

Nach tig sibh a chèilidh oirnn gach oidhche!

Tickets £8/£6 available 9.00am to 9.00pm
Fringe Box Office (0131 226 0000) or at the door.

31 July 2007

Airport security, mostly hype

As someone who flies to work, I have made some observations on flying and airport security which I thought I would share here. Having gone through the same routine over 50 times this year alone, you get to spot the subtle differences that are maybe lost on the more casual traveller.

First off, security.

Good security is when an independent 3rd party checks my bags. Like putting them in a scanner and deciding if I’m carrying anything inappropriate. Questionable security is trusting passengers to be honest. When you check in, you are asked the following questions:
1. Did you pack the bag yourself?
2. Could anyone have interfered with your bags?
3. Are you carrying anything for anyone else?
4. Are you carrying any sharp or dangerous items?

Whilst I answer honestly to the above, it is of course open to any would be terrorist to simply lie. I don’t really understand the point of the above questions. Like much of airport security it is simply taken as a given that passengers will do exactly as asked when questioned. This is just the routine for an airport, do it anywhere else and it’s just weird.

For instance, in most train stations you buy your ticket, go through the barrier and then wait on the platform to board the train. Not so at Great Victoria Street, Belfast where they act as if they are an airport departure lounge. There you buy the ticket, wait in an overcrowded concourse and then are only allowed to pass through the barrier when the ticket inspector has word that the train is approaching. Herding the passengers around like cattle in this way is exactly the same way they are treated at airports. Completely normal at an airport, completely weird at a train station. This isn’t a security issue at the train station, since many of the other stations on the same line are completely unmanned.

Next, as part of the check in procedure to fly you are asked to show Photo ID. For "security reasons" however the standards for acceptable ID between airlines vary enormously. For a UK domestic flight no passport is required yet for most people this is the preferred form of ID. Some opt for a driving licence and especially if you want to fly domestically, but don’t want your details added to the national ID register then this is a good alternative to the passport. However, despite this being for security reasons, EasyJet (the web’s favourite airline, see earlier blog about rip-off credit card charges) accept any valid form of photo ID they tell me. So an easily forged form of photo ID would be acceptable and it worries me that something done in the name of security could be so easily forged. If they took security more seriously, they might even list the acceptable forms of ID on their website but instead to find out you have to mail their premium rate contact centre, how unhelpful.

Then when you get to the security area you have to show a boarding card, however I am unsure why this is since there is no cross checking that I am indeed the person named on the boarding card. In the security section itself we have the new rules about taking liquids. Since the terrorist threat about liquid based bombs is now largely behind us, this focus on liquids to me seems inappropriate. For instance, I can take 5 100ml bottles but not a 200ml bottle. All bottles must be under 100ml, fit in a clear plastic re-sealable bag and be scanned separately. Yet, whilst the paranoia about liquids exists (I don’t carry any, makes my life simple) I am nonetheless allowed to carry a tie, belt, 10m of Ethernet cable, power supply cables, shoe laces and any number of items that could be misused on a plane. Yet, I can’t take a vacuum sealed bottle of water over 200ml, even if I take a sip first. These differences in security are never adequately explained, instead the travellers are herded around the airport like sheep expected to do exactly as they are told and not question why. The arbitrary limit of 100ml is bizarre since of course the 5 100ml containers could be combined post-security into 1 500ml bottle that was bought in a shop on the other side of security. Who are they trying to kid that this is effective?

Indeed I wonder why it is that at peak holiday season and in a queue of holidaymakers, there am I with my laptop bag being told to take it out of the bag. As if I don’t know already. Yes, I’m aware that’s what I have to do, yes I saw the notices and yes I would have taken it out already if there was more than 1 table to unload the bag onto and you give me more than 2 milliseconds to actually put my bag on it to empty the contents first. Yes, at an airport everyone feels obliged to give you verbal instructions. Why then do they bother with the written signs? Maybe the queues wouldn’t be so long if the tables before x-ray were bigger, giving people more time and space to unpack their bags, remove coats etc. Why also am I asked to remove my belt for x-ray – is this a mad plot to take over a plane using belts? If so, I wonder why no one questions the several metres of electrical cable I carry in my laptop bag. Typical “body search” stats are around 20-25% for random searches. Whilst there are still some people who don’t empty their pockets and set off the electrical scanners, the rest of us still get stopped randomly about one time in 5. You should also be prepared to take off your shoes a similar amount of times, something that evidently doesn’t occur to those people who fly in flip flops, have to remove them and go barefoot through the security scanners. You and several tens of thousands of people before you – enjoy the infection you pick up, never mind the dirty feet you’ll have until you reach your destination.

Next, we come to the gate. I frequently fly through gate 13 at Edinburgh. Well it’s actually called gate 12b for the stupid superstitions nitwits who wouldn’t fly out of a gate 13. As if isn’t obvious. Gate 12, Gate 12b, Gate 14. Doh!. Even Homer Simpson could figure that one out. Look, if people were actually that superstitious could some bright spark kindly explain when I recently flew on Friday 13th May that it was just as busy as any other Friday? Maybe some of us actually live in the 21st century rather than the dark ages?

So to the gate. Here they claim completely erroneously “please present your boarding pass and photo ID for final inspection”. Nope, wrong. What they should say is “please present your photo ID for final inspection together with your boarding pass”, because when you get into the actual plane they check your boarding pass again, THAT is the final inspection. The number of times I have been stuck on a queue on the stairs in the rain to get into a plane because someone has thought they didn’t need to present their boarding pass again you think the airports would at least be clear with their English.

On board the flight if you are not elderly, handicapped, pregnant, obese, a child, or a deportee under escort then please make your way to the emergency exit rows. The seats here (usually over wing) have approximately 50% more legroom than standard seats. Seats big enough for someone over 5 ft 8”. Seats big enough that you can actually sit in comfortably and not worry about DVT. Seats that you might stand a chance of being able to sleep in. However, despite the large notice pasted to the seat in front that you are in an emergency exit is it still mandatory for the cabin crew to remind me that the big door next to me is an emergency exit and have I read the very large notice 2 feet from my face? Well of course so, I didn’t have much choice did I, I could hardly miss it. More mandatory verbal instruction. However, I just wonder what the probability would be of me actually needing to reach up, remove the top panel in the door and carefully pull the lever whilst holding the handle underneath the window so that I could carefully ease the door into the cabin at a careful angle before jettisoning it outside in the event of an emergency in my airbus A318. My experience reading about emergencies is that sitting on top of tens of thousands of tons of flammable fuel I am more likely to be burned to the crispiest of crispy things before I’ve even got as far as thinking about undoing my seatbelt. The probability of ever needing the knowledge that the cabin crew have forced upon me regarding the door operation is, well, pretty small. Especially as the emergency exit door is in fact over the fuel tank.

I turn now to the other nonsense regarding airline security. What is the great mystery that surrounds walking under a wing that for our safety we are not allowed to do so if we disembark from the rear of the aircraft? Why is this never explained? Why is it that the cabin lights must be dimmed for takeoff and landing and why is it that I can quite happily fall asleep during the safety procedure but for reasons of security I have to have my window shutter left open for takeoff and landing? Does the crew never think that passengers might be interested in an explanation for these bizarre rituals and customs? Perhaps these rituals might even be a bit more relevant than the likelihood of ever needing to know how to operate the emergency door. Curiously, now that I am fully aware on how to open the emergency door, the one thing neither the flight crew nor the instructions tell me is when I should open it. I am naturally assuming that mid flight I can’t just feel a bit adventurous and decide to open it on a whim for some fresh air. I am also naturally assuming that there’s some equivalent announcement such as the one after landing when they say “cabin doors to manual”, but in all the safety announcements I’ve sat through in the emergency row not one person has explained to me how I will know when I should open the door and what mechanism allows it to be opened. Even if the flight crew said “in an emergency then you must open the door immediately” it would be something, but no. Perhaps if I am in an emergency and not burnt to the crispiest of crisp things first I might find out.

Once those of us sitting in the emergency exit rows have been instructed on the contents of the safety sheet staring us in the face, it is the turn of the rest of the plane to get the safety briefing, informing us of the safety features of the plane, the oxygen masks, seat belts, life jackets (they also carry life cots for babies don’t you know!), pull the toggle to inflate and so on. Don’t forget your seat must be in the upright position with the armrests down and the tray secured. All very well, but if it’s so important why not explain it properly. Having useful instructions like this available somewhere in the airport could actually make people interested in the whys and wherefores of the safety briefing rather than most of them falling asleep before it has started.

And so we inevitably turn to the nonsense of the mobile phone ban. Those of you still living under the mistaken belief that mobile phones are banned on planes for security reasons, where have you been hiding the last few years? Let me recommend this article as a good place to start on why a mobile ban is silly at a purely technical level. However, let me expand that further by making the following comments:

1. If the signal from a phone could interfere with the equipment on the plane, why do they let any mobile phones on the plane at all? They don’t allow nail clippers, plastic forks and other devices that would stretch the abilities of a ninja warrior to cause trouble on a plane, yet allow a mobile phone that could be left on, used in the toilet and act at a distance to crash the plane. You tell me whether it makes more sense to ban a device like that or a plastic fork.
2. If the signal from the phone is that dangerous, can someone tell me what protects the plane’s electronics from the constantly broadcasting signal from the mobile phone mast that clearly penetrates the aeroplane’s body? Especially as so many people have misgivings about living near mobile phone masts but not about actually using a phone themselves every day. They believe the mast is more dangerous, if the airlines have information to the contrary maybe they should jump in when people start opposing the building of masts near schools etc.
3. If mobile phones could interfere with electronics, surely they would install a Bluetooth receiver that picks up broadcasting signals since these are more than likely coming from mobile phones left on in the plane. On most flights I’ve been on, there are at least 4 signals within range inside the plane. Typical Bluetooth networks often have the phone make and/or the person’s name in them so it wouldn’t take a lot of effort to identify some offenders. “Could John with the Nokia 6280 please turn off his phone please” could be entertaining on the aircraft speakers, if security with phones was taken as serious as we are led to believe.
4. If mobile phones did cause problems with ground masts and roaming to multiple masts, which is the most common believable technical problem, the people living under flight paths and near airports would live in a perpetual mobile fog. With the figures above from Bluetooth, my guess is that at least 10% of people just put their phones on silent, that being the case as the plane takes off the phone begins to roam to multiple masts and anyone one ground using one of those masts could have problems. I have never heard of anyone reporting such a problem. Secondly, if airlines and mobile phone companies took airline security with mobile phones seriously they would be able to tell who the offenders were. Something along the lines of “at 7:48am your phone was in the reception area covered by Springfield international airport, then roamed to three masts before disappearing out of reception. The positional information indicates you were travelling at 150mph and regained reception near Donutsville International airport 200 miles away 40 minutes later, 2 minutes before a plane from Springfield landed and we have good reason therefore to believe your phone was left on in the plane. As such we are fining you for not complying with airline security regulations.” This does not happen. Why?
5. Why are mobile phones safe to use in hospitals but not on a plane? If the electronics on a plane are more sensitive than those on a hospital ward shouldn’t we be complaining to plane manufacturers to build airplanes that are more robust against actual malicious electronic attack?

Next, why do we assume terrorists are stupid when plainly they are not. These are the sort of people who operate covert international networks for years undetected, who planned the 11th September raids, who plan and make sophisticated devices and are capable or remaining at large years after their pictures and arrest warrants are posted. Anyone seen Bin Laden lately? So what is our reaction? There was a shoe bomber threat so we have random shoe x-rays. There was a threat about liquid bombs and so we now have liquid limits. There was a car drive into Glasgow airport and so Edinburgh airport has concrete blocks at the doors. I think the one thing we should assume is that a clever terrorist is unlikely to repeat the same tactic twice, meanwhile the rest of the law abiding population has to deal with increasing levels of somewhat questionable security.

Don't just take my word for it, the increased security and delays are causing queues at check in desks which are now considered by MPs as a risk in their own right.

This is no longer just the opinion of a bored frequent flier, nor it is just the opinion of a few MPs in grey suits, it is also the opinion of the airline industry. The International Air Transport Association's head has said that the UK has
unique screening policies inconvenience passengers with no improvement in security.


Give the guy a medal. Now, what are we going to do to have effective security that not only treats passengers like adults but is in fact secure and which doesn't assume terrorists are stupid and grind airports to a standstill?

24 July 2007

The conversation club

Working away from home during the week, I have the company of a hotel bedroom 4 nights a week and the company of an airport departure lounge on a Friday night. It's a bit of a dull and repetitive time. Like GroundHog Day I sometimes look for ways to brighten up the routine to make each week more interesting than the last. I've tried the gym, various local restaurants, looked into going to the cinema, hiring DVDs to play on the TV in my room via the laptop, watched some TV, gone for long walks, paid the bills, caught up on email, surfed the web, read the what's on guide, magazines and newspapers and I'm also doing a distance learning course. I even blog occassionally.

Yet the one thing that is surprisingly difficult to get is simple conversation. Having lived in the same hotel for several months, I know most of the staff, chatted with reception many times, helped out the hotel with their IT and spent a few nights at the bar people watching.

However, it was following my recent letter in the Belfast Telegraph that I managed to get to meet people socially in the evening, not eat dinner alone and spend the evening in pleasant conversation about life, politics, language, culture and all manner of things.

How much more interesting and less lonely it would be if it was easier to do this on a regular basis. It isn't most people's cup of tea wandering up to complete strangers in a bar to make conversation not knowing if they think you are either weird or misinterpreting it as a chat up. There needs to be a context and in the world of frequent travellers there must be hundreds of thousands of people each worknight bored out of their minds in dull hotel rooms. Yes, I appreciate there are probably more exciting things to do but not if you're already married....

So the context is the conversation club. A place for the traveller who wants to meet up in a strange city with other business travellers, have some conversation and company, meet with people staying for anything from a few nights to many months and possibly network for opportunities, find out what's going on and make a global network of contacts. Could just be a social drink down the pub and some food in a local cheapish restaurant or whatever.

Imagine a network of places around the world where you can go on business and simply meet up with people for conversation and company. No dodgy dating club, no lonely hotel rooms.

Maybe something worth talking about.

Call centre clear thinking

I got called by Dell today. Several times I had to correct the person on how to pronounce my name. Cockburn is a 700+ year old Scottish name that is pronounced Coburn. It is even advertised on national TV, Cockburn's special reserve is the UK's best selling Port (Fortified wine) and every advert details how to pronounce the name.

Yet I get countless contact centres who ask me for my name, I pronounce it correctly and then they pronounce it the way it is written in front of them, seemingly deaf to the fact that the owner of the name has just told them how to pronounce it. Some even say "well it must be spelled incorrectly here, I'll just change it for you", not realising that doing so would then mislabel my addressed mail.

Goodness knows what difficulties they have with pronunciation with some of the more difficult names from Eastern Europe, Africa, Arab speaking countries and so on. How embarrassing it must be for those customers and how needlessly difficult for contact centre operators.

How much simpler life would be if the customer record had a separate field where the phonetic spelling of the customer's name could be written in.

At last, no more mispronunciations. It also has the other advantage that if the company ever starts using voice recognition then the phonetic encoding of the field is likely to be more accurate than the original.

Why does no one do this? Sounds like a good idea to me.

Craig

17 July 2007

Restaurant choice

I write this blog from Wetherspoons, the UKs #1 restaurant by sales (McDonalds is the only food outlet to sell more in the UK however it is stretching it rather to call a place with no table service a restaurant...)

Anyway, while I wait for my order I think back to the days many years ago when trying to get a vegetarian option was a novelty. Until fairly recently, trying to get a healthy option in certain fast food outlets was even more of a novelty. Nowadays, pretty much every restaurant has a vegetarian option (except perhaps the famous Monthy Python Spam restaurant and maybe also Jake the steak Texans big Texas steak, grill and burger bar in red neck county, deep south, USA but I digress)

It is clear that restaurants are increasingly accommodating the needs of the consumer. First it was vegetarian options and more recently it has been low fat/healthy options. Yet, buy your food in a supermarket and the information is decades ahead of restaurants.

If I buy food in a supermarket, I get the calories, fat, salt, sugar content and a whole load of other info including whether it is high or low in relation to the RDA (recommended daily allowance).

In a restaurant, no such info is ever on a menu and you are lucky to get vegan or healthy indicated by some symbol that varies from restaurant to restaurant, if it is included at all.

Whilst accepting that it can be hard to produce such detail for individually hand crafted food, surely an approximate indication on the menu would be useful? Moreover, if Subway can tell me the fat content of certain sandwiches, it should be possible for large food retailers with set menus across the country to provide the sort of detail on food composition that people are now expecting to get.

Certainly as someone who eats out 4 nights a week, I would find such info on my diet very useful indeed in trying to ensure I dont put on weight when eating out extensively on business and I expect I am not the only one. If subway can tell me the fat content of a meal, I should expect no less from a mid or upmarket restaurant, and in a standard format too.

Craig
(Not sent from a Blackberry, Nokia doesnt believe in signature spam)

14 July 2007

Have you had a rude (no reply) email recently?

I hate companies being rude to me. This includes Amazon.com, Dell and other companies that supposedly pride themselves in high quality customer service.

They are rude to me by sending me emails and then denying me the opportunity of replying via the same channel. Obviously they know I have an email address, as they are using it. Obviously they know I have access to the Internet because I can use it to collect said email. They then assume incorrectly from those two assumptions that my preferred means of response is via a secure web form. It isn't.

They write to me via email, they get a reply via email. That's the way it works.

Problem 1.

You are disabled and although some sites might be web accessible it's a slow process navigating round them. Every site is different. Your email client is laid out identically regardless of who you email, it's convenient. Companies that deny you the opportunity to use email waste your time.

Problem 2.

An increasing number of people pick up email on PDAs (Blackberry, Nokia E61 etc). Said people have no problem connecting to pick up email, a few Kb if you have a decent spam filter. Sending a quick reply is less than 1K. Fast and cheap. Bring up a web browser on a small screen and wondering where the relevant link is an then navigating drop list spaghetti to find the right option, and then eventually getting to the right form and typing in all your details whilst staying connected the whole time is extremely wasteful of time and it only takes a few such instances to use up several Mb of bandwidth which isn't much if you are on a fixed package. It's astronomically expensive if you happen to be abroad (or even close to a border as your phone can roam to the foreign network even though you are inside the border). A huge waste of time and money compared to the 1K email. There's a vast difference between broadband access from a fast PC and "dial up" speeds on a PDA in another country. Make no assumptions when dealing on the net where your customers are or how they are accessing the Internet.


Problem 3

The website isn't compatible with your PDA. I can't use Jobserve with my PDA web browser as I get a crippled version that is totally unusable (it is impossible to log in and actually apply for a job without having to write to the job link sent to me in email manually and hoping I have entered it correctly). So much for click and go. I can't access the full site as they have disabled access from PDAs.


Problem 4

The website requires you to log in. Since you access hundreds of websites that require log ins and for security reasons you have a different log in for each site, more time is wasted while you fire up the browsers, access the forgotten password feature, wait for the mail to arrive and then try again.

Problem 5

Amazon gave me this reason
The reason that Amazon.co.uk do not provide customers with email addresses to respond directly to us is to prevent spam and viruses from getting onto the Amazon system. This policy also protects the integrity of our customers' accounts, keeping their details secure.

OK, My email is secure. My system has no viruses. I assume that a company the size of Amazon can buy a decent spam filter, virus filter and can assure me that none of its employees will ever introduce a virus directly. However, since Amazon have told me that email isn't secure, why are they sending me correspondence via email? I want a web form right away. I want every company on the planet to have to use my webform to contact me. I want every company to have an annoying random graphic to decipher before they get anywhere near my mailbox, oh and they can have 10 annoying drop lists like ebay to fill in before they get anywhere near the webform. I'll even throw in a useless wizard to hinder and annoy then. Then when they have filled in their details on my secure webform I'll even give them an auto generated response that tells them to get lost if they even think of replying to it. Yeah, that'll do nicely. I'll be secure then. I wonder how bloody inconvenient the companies that send tens of thousands of email each day would find THAT. Then when they reply they might appreciate how valuable MY time is with all this secure webform bollocks nonsense.

I sent my comments to Amazon who then changed their tune somewhat and wrote:

In response to your comments on our email communications system, email is not necessarily a "risky medium". But by not having a direct email address, we can prevent time consuming spam and junk mail that is often automated and sent indiscriminately. By not having a direct address, we avoid this, and spend our time replying to relevant customer queries.


Yeah, right. Like you can't get a decent spam filter? How many billions are you worth? Here's my response if you still have problems, even with a spam filter.

1. Send me an email using a custom reply address with the issue number in it. e.g. amazon-helpdesk-abcd1234@amazon.com

2. Only accept emails to the above address from the email address used to log the particular issue (in this case, my address)

3. If you like, you can expire the above address a few weeks after the issue is closed.

That's it. Didn't take a brain the size of Jeff Bezos' to work out that one. Indeed if they did implement such a system, rather than trying in vain to navigate PDA hostile webforms at great expense, I might actually have more free time when I get back to a real PC and use that time on the Amazon site buying that Harry Potter book etc. that's coming out soon. We all want more free time and certainly I would have more if I didn't have to waste it on webforms when email should be good enough.


I have worked on a large number of help desk systems that deal with responses to emails, filter them correctly and then file them against the relevant issue provided the subject is left intact. It works. Big Rude Companies Please Pay Attention.

I realise it is somewhat ironic having to fill in a webform to reply to this blog, but this blog is a web based medium, so using the web to reply to a web based medium doesn't contradict the above.

Thank you for listening to Rant Of The Day.

11 July 2007

Language and culture are above politics - Letters - News - Belfast Telegraph

In a week of particular cultural significance to the Orange movement, I made these comments in the Belfast Telegraph. Perhaps one day, language in Northern Ireland will be a non-political issue. I was in the debating chamber at Stormont recently and it is quite an old fashioned contrast to the equivalent in Scotland. Hopefully the cultural issues of Northern Ireland won't be as stuck in the past as the politicians' surroundings.

Craig

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