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- Customer service the right way
- Bad customer service stories are everywhere. They are so prevalent that a quick search revealed over two million hits. So what is customer service the right way? And is it possible that we get so run down by receiving bad service that it spills into our own performance? by Tricia...
- Tags: Car, Customer Service, Financial Planner, Mechanic, Ice Cream, Customer Service Story, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software, Tricia Liebert
- Blog posts 2008-07-17
- When your network admin hijacks your system
- The situation has finally happened. A network admin has brought a city to its knees by changing the master system password. What IT leadership needs to learn from this situation. And what they need to do to cope. by Tricia Liebert
- Tags: Network Administration, Network, Terry Childs, E-mail, Team Management, Leadership, Productivity, Networking, Security, Online Communications, Management, Tricia Liebert
- Blog posts 2008-07-16
- Descope and declare victory
- Business will often ask for all they can get when funding a project. Sometimes those things aren't necessary for project success. It is necessary to be willing to identify the "nice to haves" on a project and make sure that they don't impede project success. by Tricia Liebert
- Tags: Business, Haves, Location, Exec, Team Management, Leadership, Strategy, Management, Tricia Liebert
- Blog posts 2008-07-15
- Passing the customer service buck
- Providing customer service is more than just reading a list of steps from a troubleshooting guide. It should also be about listening to the customer's problem and helping to resolve it. That doesn't happen often enough and we all have a customer service nightmare story to prove it. by Tricia...
- Tags: Customer Service, Router, Conditioner, Mom, Modems, Product Marketing, Customer Relationship Management (CRM), Hardware, Components, Marketing, Enterprise Software, Software, Tricia Liebert
- Blog posts 2008-07-08
- Texas Law requires computer repair techs to be Private Investigators
- If you repair computers in Texas and come in contact with data, you could be breaking the law. Unless, that is, you are also a licensed Private Investigator. by Tricia Liebert
- Tags: Law, Computer, Texas Private Security Board, Productivity, Tricia Liebert
- Blog posts 2008-07-03
- Getting ready to support Mac on the corporate network
- As the corporate environment becomes more diverse, user support will have to become more diverse. Thanks to a new alliance of interoperability providers, the idea of supporting Macintosh in the workplace is becoming more viable. But we need to understand what new challenges will be raised. by Tricia...
- Tags: Alliance, Apple Macintosh, Environment, Microsoft Windows, Desktops, Hardware, Tricia Liebert
- Blog posts 2008-07-01
- Collateral damage: What happens when user support fails the user?
- As a support person, your first priority is to protect your end users and help them do their job with the tools they're given. The story of what happened to Michael Fiola is a cautionary tale that all support personnel should take to heart. by Tricia Liebert
- Tags: Job, Laptop Computer, Michael Fiola, Recruitment & Selection, Notebooks, Human Resources, Workforce Management, Hardware, Notebooks & Tablets, Tricia Liebert
- Blog posts 2008-06-18
- Keeping IT working, even through a mortar attack
- We have had soldiers on the front lines for so long that it has almost become commonplace. We don't give much thought to what it takes to put an Army on the ground, and we certainly have little clue what it takes to support that Army -- unless, of course,...
- Tags: Network, Information Technology, Afghanistan, Attack, Dedham, Bullock, Wills, Networking, Tricia Liebert
- Blog posts 2008-06-04
- Apple releases new update, patches iCal, Flash, and Apache
- On Wednesday, Mac made the newest update available for download. It patches 40 security vulnerabilities in more than 25 components and applications in the OS X operating system, including Flash Player, Apache, and iCal. Of the elements fixed, according to Apple, 16 of the 40 were tagged...
- Tags: Apache Software Foundation, Patch Management, Apple Inc., Core Security Technologies, Patches, Microsoft Windows, Open Source, Security, Operating Systems, Software, Tricia Liebert
- Blog posts 2008-05-30
- The multiple faces of identity theft
- During a routine check of her new 401k account, "Holli" discovered something that wasn't quite right. The name of another person was attached to her account. A person she didn't know. It is something the experts call Social Security Number-only identity theft. And it is more popular...
- Tags: U.S., Social Security Number, Worker, Identity, Holli, SSN, Paulino Rodriguez, Social Security, Identity Theft, Operational Accounting, Government, Security, Finance, Tricia Liebert
- Blog posts 2008-05-28
- Announcing your social security number on national radio is a bad idea
- In a series of commercials that have caused everyone in the security industry to roll their eyes and/or wince loudly, LifeLock's CEO, Todd Davis, offers up his Social Security number as "proof" that his company can keep a client's identity from being stolen. But according to a class action lawsuit...
- Tags: Bureau, Radio, Social Security Number, Fraud, LifeLock, Social Security, Litigation, Operational Accounting, Government, Business Operations, Finance, Tricia Liebert
- Blog posts 2008-05-23
- Nanotechnology comes with a health risk
- Technology gains all come with some risk. That shouldn't be news to anyone, uncharted waters always come with some risk. But once the risk is identified, it can be managed. Fortunately, scientists saw this risk coming long ago and started down the path of identifying it. ...
- Tags: Risk, Nanotube, Asbestos, Carbon Nanotube, Health Care, Nanotechnology, Emerging Technologies, Tricia Liebert
- Blog posts 2008-05-21
- Cyber-bullying- the impact and the consequence
- This is a difficult story on many fronts. In reading the facts, it is hard to believe that this kind of thing can happen. There may be a desire to blame the victim- who should have been "smarter." There is also a desire to shake the perpetrator...
- Tags: Missouri, Tool, Social Networking, Web 2.0, Productivity, Online Communications, Marketing, Advertising & Promotion, Internet, Tricia Liebert
- Blog posts 2008-05-19
- A computer bug for the rest of us
- If you are smart, you have up-to-date antivirus software, a firewall, probably some spam protection, and maybe a spyware blocker on your computer. You likely feel pretty safe with those tools, and you probably keep them up to date and run recommended scans. Your security products keep you...
- Tags: Ant, Computer, Productivity, Tricia Liebert
- Blog posts 2008-05-16
- Why are we ignoring Moore's Law?
- In 1965, Gordon Moore predicted that the number of transistors on a chip would double every year. That was updated by Moore to two years and updated again by Intel to 18 months. According to Moore, this was a "lucky guess" based on just a few points of...
- Tags: Gordon Moore, Law, Mark Burgess, Mainframes, Strategy, Servers, Hardware, Management, Tricia Liebert
- Blog posts 2008-05-14
- Choosing a free alternative to Microsoft Office
- Once upon a time, if you were using software that you had acquired free, you were a pirate and doing something wrong. Those days are gone forever as people have begun to embrace a new concept. Free is good. And it's legal. While this is not a...
- Tags: Information Technology, Environment, Microsoft Corp., Microsoft Office, OpenOffice, Office Suites, Software, Tricia Liebert
- Blog posts 2008-05-09
- Should I leave the laptop at home? That should be a policy decision
- On April 23rd I wrote about the Ninth Circuit court and their decisions about what is considered private and what isn’t. Today a new voice weighs in. The Association of Corporate Travel Executives is now warning its members to limit the amount of proprietary business information...
- Tags: Information, U.S. Department Of Homeland Security, Laptop Computer, Association Of Corporate Travel Executive, Notebooks, Hardware, Notebooks & Tablets, Tricia Liebert
- Blog posts 2008-05-05
- What if business buys a Mac?
- CIO Michele Goins of Juniper Networks decided to try an experiment -- one that could prove costly in the end. She chose Mac as the platform of choice for a test group of 600 employees. From her perspective, "If the support costs aren't too high, let's open the...
- Tags: Apple Macintosh, Apple Inc., Desktops, Hardware, Tricia Liebert
- Blog posts 2008-05-02
- AMD seeks presence in small to medium business
- AMD has always been an alternative in the consumer market for people trying to get the greatest value for their PC dollar. But in the business PC market, Intel is generally the only name in town. That appears to be about to change. On April...
- Tags: PC, Advanced Micro Devices Inc., Small And Medium Business, Desktops, Semiconductors, Network Technology, Processors, Hardware, Networking, Components, Tricia Liebert
- Blog posts 2008-04-28
- Court rules that laptop searches at borders is okay
- In a decision that should be hotly contested but likely won’t be, the Ninth Circuit Court of Appeals stated that laptop content may be searched without suspicion of wrongdoing. In short, probable cause doesn’t apply. To clarify, if you had questionable content on your laptop in...
- Tags: Agent, Laptop Computer, Notebooks, Hardware, Notebooks & Tablets, Tricia Liebert
- Blog posts 2008-04-23
