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- Equal opportunity for personal PDAs?
- Used to be, if your company bought you a BlackBerry or a Treo, you were somebody important. You were too valuable to be allowed away from your e-mail even for the duration of a bathroom break. You needed to be able to Manage the Customer Relationships from anywhere. Well, now...
- Blog posts 2007-08-01
- Silos / Bubbles
- One of the biggest problems within a large corporate organisation is the remoteness of the various teams that make it work. The company I work for suffers from this, at the European headquarters each team does its own thing but often has little or no understanding of the rest of...
- Blog posts 2007-07-28
- Anticipating customer questions makes your instructions more credible
- A month ago, I had the unexpected good fortune to be able to attend the Philadelphia appearance of singer Kenny Chesney, who brought with him Pat Greene, Sara Evans, Sugarland and Brooks & Dunn.  When tickets originally went on sale, in March, they sold out in half an hour. However, a...
- Blog posts 2007-07-27
- Back in the thick of it
- So the holiday in Greece is but a warm memory. My tan isn’t yet fading as the beach here in Swanage is in perfect working order but I have had to come down to earth with a huge bump, yes I’m back at work.The bathroom renovation is coming along...
- Blog posts 2007-07-25
- 10 ways to decline a request for free tech support
- This information is also available as a PDF download.Requests for free tech support often catch you off guard, and your first instinct is to accept the task. But taking on a free support job is often a significant commitment and can be a real headache. When someone makes an unwelcome...
- Blog posts 2007-07-18
- The Conflict Of Style Over Content
- I have been attending and even delivering training recently. I have been presenting a section of a half day update course that has been delivered to our field force, covering the segment of the training that covers our updated mobile call logging system. I was sent a PowerPoint file that...
- Blog posts 2007-07-17
- Reading the road ahead
- This piece was posted late be cause I went on holiday! Don't worry, it doesn't happen often. why I should think of this whilst basking in the midday heat of Greece nobody knows.When you are driving you don’t just stare at the back of the car in front, you scan...
- Blog posts 2007-07-17
- 10 obscure Word tricks that can expedite common chores
- Over the years, successive versions of Word have introduced some solid innovations, some mind-boggling changes-for-change's-sake, and a few usability-crushing "enhancements." But through it all, one thing has remained constant: Buried within Word are lots of cool tricks that not too many users have discovered. These are small things--shortcuts that, in...
- Blog posts 2007-07-13
- 10 midyear resolutions for support techs
- Looking ahead is an occupational necessity in the IT field, whether you're assessing new technologies, planning for future bandwidth needs, or building project plans. With the second half of 2007 now underway, this might be a good time to do a little personal goal-setting, too.A while back, IT pro...
- Blog posts 2007-07-10
- "This page intentionally left blank"
- This sentence, when I first saw it in an IBM manual, totally confused me. "What is the point," I asked myself, "of having this sentence? Of course I can see that the page is blank. What's more, doesn't the sentence actually contradict itself, because the page really...
- Blog posts 2007-07-02
- One of the Lads
- Continuing my quest for the bathroom beautiful I decided that Dodgy Dave’s quote was a bit high.  For about half a week’s work he quoted me just under £5000, a price that did not include the services of his plumber, electrician or plasterer.  I priced up the stuff I needed...
- Blog posts 2007-06-25
- 5 MORE e-mail habits that waste time and cause problems
- In a previous article, I discussed a few common blunders associated with e-mail, such as veering off onto a new message topic without changing the subject line, omitting a subject line altogether, and using Reply To All when it's not necessary. Now it's time to continue this unfortunate list with...
- Blog posts 2007-06-25
- 10 ways to make desktop visits more effective
- This information is also available as a PDF download.Visiting a customer's workplace represents a considerable investment in time and resources. As field engineers, we must take great care to derive the maximum value from each visit and make certain our time and the customer's time isn't spent in vain. I...
- Blog posts 2007-06-25
- 5 e-mail habits that waste time and cause problems
- Few communications tools give you as much exposure as e-mail. Unfortunately, mistakes in your e-mail will receive that same exposure as well. Depending on who sees your e-mail, your job, reputation, or career could suffer. Fortunately, avoiding these mistakes is easy. Here are five e-mail habits that annoy me (and...
- Blog posts 2007-06-20
- Perceptions do matter
- It happened to me again recently. I don't know why, but it seems that wherever I am, even if it's far away from my home, people stop me and ask for directions.I was in Washington, D.C. on business. One evening, a woman on a bicycle stopped me while I...
- Blog posts 2007-06-18
- The Flashing Zero Generation
- As I passed through this veil of tears that is IT support I have experienced most of the types of caller, I have even created a taxonomic classification system for user types which has been the subject of a previous article.http://articles.techrepublic.com.com/5100-1035_11-1034684.htmlI have to add another type of person to this...
- Blog posts 2007-06-17
- Make sure your customers can find you
- I had a great meeting at the University of Maryland the other day. They're pleased with my work, and find my suggestions valuable. Being in a good mood as I was leaving, therefore, I decided to stop at a Starbucks before driving back to Philadelphia.Not knowing the town...
- Blog posts 2007-06-11
- Combating prejudice on the Helpdesk.
- We had a caller who would describe himself as ‘Old School’ one of the young ladies took the call and was very brusquely asked to put him through to a ‘proper’ engineer.Whether it was her female voice or her Caribbean accent that he didn’t like wasn’t immediately clear, but she...
- Blog posts 2007-06-10
- What can we learn from Rita's Water Ice?
- My older daughter, Elise, just started working at a Rita's Water Ice store near our home. I've been to the store (when she isn't working, of course, so as not to embarrass her), was impressed by it, and let the owner (a franchisee/independent businessman, not an employee of Rita's...
- Blog posts 2007-06-03
- Wake up and smell the coffee
- Many years ago I was occupying a desk on the corner of a college’s IT facility. For some reason any phone call for the department would be routed to my desk and I spent a good proportion of the day fending off calls from would be suppliers of wonderful...
- Blog posts 2007-06-01
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