With the long list of recent launch disappointments (with iPhone 3G by far the smelliest) I gotta say, Six Apart have not only delivered a hugely improved product (faster, more features) but a whole new license structure.

The new licenses are very much value co-creation engines. In a nutshell, let the mass of small businesses and bloggers use all the variations and toys for free, let them build on them, change them, and if they manage to scrape some revenue out of their enterprise, then ask them to buy services (primarily the excellent support) and pay for a commercial license.

I am very, very impressed and will be upgrading all my installations immediately. Great work 6A:-)

Take a look at this wizard-style information display from the O2 self-care website. I landed here as I had just invested a chunk of my free time trying to review my invoice online having received my monthly your invoice is ready html email. Of course I failed, and I then failed to refresh my password, and sent a few paragraphs of vitriol to the support email only to be told that O2 can only be contacted using their customer contact wizard (perversly named "email us").

So before you even get started, what does this display suggest?

1. O2 only gives customer service to customers who know their details. This could be a problem for new customers who may not yet have received all the cryptic bits of misorganised pseudo-information that O2 sends out in a bid to help new customers settle in. This might also be a problem for existing customers who are on holiday or away from their base (imagine being in an internet café in Belize City trying to get help with your phone).
2. Assuming a customer has their details to hand, O2 will only engage in dialogue with users who can pass security. Now, this is a support email for crissake, what the hell kind of security do you mean? I just want to email you to complain or ask for help and you will only hear me out if I can give you secret password (which I've either forgotten or never had to begin with). This is just ridiculous
3. O2 will only listen to queries for internet users who get through steps one and two above

This is bad on a number of levels but the most obvious one is that the experience design takes no account of context-of-use.

If you are designing a support interface you can be pretty sure that most of the users who engage with it will have negative context-of-use issues. A big part of the interface's success will be taking into account why the user might feel upset or confused. Think of issues like:

• my phone is broken
• there's a problem with my bill
• I don't understand something and need help
• I'm in unfamiliar surroundings
• I don't have access to my own computer (with its cookies and bookmarks)

I think it's obvious from the entire interface that the O2 team took no account of these issues.

This is bad on further level. Dialog and transparency are now key elements of most sensible corporations' comms strategies. There is no point having your CSR team and your marketing folk writing about how open you are to dialog when your website clearly isn't.

Finally, the contact form has an input box which I think demonstrates the marketing team's deep understanding of the customer:

Now I'm pretty sure most iPhone customers can't tell the difference between an N95, an iPhone and a K800i. I know i certainly struggle with that one every day;-)

So why not take the survey yourself?

Clementine has been learning to write these past few years and I was buying stamps at a stationners in Farnham when I came across this pen. I first heard it mentioned by Richard Binder and since then have thought it would make a great addition for Clem. She's visiting her Nan right now but I'll present it when she gets back (with "Clemmie" on the cap, not "Thomas" of course).

It's slightly tricky, Jed--my dad--is a talented calligrapher and I can manage some fluid strokes myself when I need to. The temptation is to try and get Clem writing like I was taught in school (in France we were taught 'joined-up' writing from the get-go using the the redoutable "Stypen" best known for leaving puddles of ink everywhere) but that's exactly what my dad tried to do and it got me in a bit of muddle on the handwriting front...

So I'm going to bite my lip for now and help her with her non-cursive letterforms:-)

Way hey! 8 minutes 43 seconds for an all-template all-entry total rebuild. My guess is this could be further optimized by redoing my templates (still using the 3.33 ones) and turning off a few templates that don't really need a refresh every time.

Considering the size of Donkey's database, the fact that it's being published to three parallel blogs (multiple template mappings for shufflebox, list apart and current) this is beginning to look really good, so congrats to everyone involved:-)

So I'm sending this entry as a test.

Fingers crossed:-)

While I'm a long-time Movable Type fan and user, I remember the first time time I installed Wordpress. What a treat, the thing was completely painless and took no time at all. I was way impressed and have been since. Added to functionality, the open-source community around Wordpress has spawned a huge templating and design resource with hundreds of very high-quality designs for the lay blogger to chose from. In fact, for many a year I considered switching to Wordpress and was only prevented by the thought of having to maintain security on a php installation and how I would handle any serious load should one of my client's projects really take off.

Now I've pretty much stopped worrying about this in much the same way as I've given up on the flash/no-flash, mac/pc, tomato/tomahhto arguments—they seem a bit pointless and on average both options/solutions have their merits.

I had an experience of doing some migration and configuring last night which brought to light some issues I hadn't yet come across in any Wordpress v. Movable Type discussions. I was trying to replicate behaviours from an MT installation into a series of WP ones and came across the following difficulties where Wordpress let me down:

• I couldn't perform a search and replace of strings across blogs and their pages, entries, comments and templates. To get the job done I had to edit template and entry data outside of the WP environment
• I couldn't use my global templates. I use these to configure global variables that several blogs can then share (in particular, I use primarily to manage root path across different systems and to avoid multiblog-calling-itself errors)
• I couldn't re-use my user configurations across blogs and if I wanted to set up an admin to cover more than one blog I couldn't re-gen their password
• Cutting and pasting, or generally moving data between templates across blogs was very unproductive (ended up jumping between Firefox tabs)
• There were two other things that got up my nose and I'll get them down here as soon as I remember them...

Before the WPfanboys jump on me, YES, I understand there are workarounds, upgrades, plugins and other fixes to the above and of course I'm going to struggle working in an environment that isn't my first choice. I simply wanted to list these experiences as I hadn't seen them outlined anywhere else.

As Eva Metalios puts it:

Subject: Fw: Dirk needs our help
Hey all -
After working in the Sisyphean task of being a writer in LA for over two decades, and the three year odyssey that OUTLANDER took to actually be made, the movie our friend Dirk Blackman (Columbia class of '85) authored with his partner and the project's director Howard McCain, is coming out. It is a sci-fi take on the Beowulf legend, nach.

C'mon, we are talking Dirk here. This is not
your daddy's Viking movie.

And Charlotte makes the point

Douglas,
the Norway thing, the Columbia thing, the media thing...

Well, yes, she's got a point I guess (and only Charlotte and my mother can get away with calling me Douglas).

The Norway thing huh? well we named our boy Haldane in an attempt to ping him into investigating his Norse roots... He is named after King Healfdene (lit. "half-dane") whose name has survived from myth into modern Danish under the popular form Halfdan

I initially wanted to call Hal Healfdene but worrying got the better of me and in the end I didn't want to relive a boy named Sue so tried to anglicise it some. We could have gone with Haldan, also in use in modern Danish but in the end we settled on Haldane (also good because it's a Scottish name).

Oh, right, back to the link love;-)

• the Morwen character is in development here: G4 video
• Healfdene Goguen is as far as I can tell the only man online to sport the BW original spelling
• and here's another site about Outlander
• here's the trailer on Youtube

Judging from the amount of traffic already generated, Dirk's project doesn't need any help but I liked Eva's closer make the Weinstein Company to feel the noise. Take that Harvey!

So yeah, post Jailbreak briccups (handset would cycle instead of turning off--made reseting impossible), have replaced iPhone and wait patiently for the 2.0 firmware to be delivered via proper channels and sync away with itunes and visit the app store and yes! I know have the iPhone light-saber app installed.

Surely our parents could never of conceived of such a wondrous world;-)

Tim says

...and translate it into an action model for your personal bottom line--how your brand will generate personal wealth ( Me Inc. ) and how you will create social impact ( Me.org )...

Which really resonated... Does Nick settle on a business partner or employer who can work with her to create value using whatever existing methods they might have in place and picking and choosing from a small selection of Nicki's mojo as required?

Or does she choose to leverage her whole experience and develop on her own, working to distribute her mojo-assets socially to a large audience?

I can't help thinking that option one sounds like a bit of a waste...

So here goes: according to his findings there is nothing wrong with either his payment-processing software or hardware and a review of staff at the branch revealed nothing untoward.

So just to confirm: all is well at Eat. You can pick up your soup and sandwiches safe in the knowledge that these guys pay attention to detail, act fast when required and are just generally a bunch of excellent people!

eat.co.uk

Judge Louis L. Stanton
Daniel Patrick Moynihan United States Courthouse
500 Pearl St., Room 2250
New York, NY10007

Phones
+1 212 805-0252

Faxes
+1 212 805-0389

that obtaining your personal history will in no way assist Viacom in identifying which of their intellectual properties has been illegally distributed. Please add that the phenomenal (how many millions of users?) negative impact on personal privacy utterly outweighs any spurious copyright swinery...

Read it: Judge orders YouTube to give all user histories to Viacom (Wired) and eff response and Viacom CSR

Man this is infuriating, and while I'm on the topic can I add that the making available argument is tantamount to arresting car owners because their ownership makes available the possibility of running over a pedestrian or saying that owning a gun is legally equivalent to shooting someone:-(

Time to increase my donations to the EFF, and you should too OK?

Wow, when was the last time you thought you'd get a response as a result of filling in a form on the web (never mind a rapid response)?

Well, I had a little grief from the fraud protection mob at Firstdirect this afternoon and as a result posted this note in the feedback form on the Eat website (and I won't go into the domain name resolution issue on the site which means if you load the flash movie by entering the domain without the 'www' the links to the feedback form are broken--I wonder how much more feedback they'd get if that was fixed...)

At 14:31:55 on 27 June 2008 (roughly an hour ago) I purchased a soup and sandwich from your 15 Basinghall Street shop.

When I returned to my desk to eat my lunch I received a call from my bank (first direct) informing me that there had been fraudulent behaviour on my switch card.

According to their records, the transaction I had just made in the City of London was routed through a supplier in Equador.

The security guys at the bank where I work reckon this is a man-in-the-middle attack and that someone has tampered with the keypad in the store (similar to attaching card readers to ATM tellers, to harvest card details).

Please review this situation asap.

All the best,
Dug Falby

To be honest, I really didn't think I'd get an answer (strangely, the Flash front-end is what gave me this impression: If it's not a real html form, how can it yield real results?) but I did.

A nice man called Martin (I think he said he was head of business communications?) rung up to explain what was going on as a result of my note. From his description, I pictured a black helicopter appearing over Basinghall street and special forces whisking the card-reader off to a controlled explosion. It was very impressive, he said he'd frozen all card transactions at the store, notified the card processing supplier who are going to come in and refit the store tonight and would double-check records for staff access to card processing stuff.

He also made a point of checking that I had notified my bank and assured me he would get back to with with any progress relevant to my situation. Prompt, courteous and thorough, just the way it oughta be.

Which of course means I'll be all the more likely to go buy delicious soups and salads from Eat:-)

9 minutes and 22 seconds to rebuild Donkey. That feels pretty slow and this is on 4.2 release-candidate 2. The same site on MT3.36 on the same box with the same DBserver rebuilds in 7 minutes 28 seconds.

My guess is that I should bin all the templates and rebuild from scratch. As it stands today, I migrated the 3.36 database that the site currently lives in over to 4.2rc2 lock stock and barrell without doing any pruning beforehand. Next experiment will be recreating the site from scratch.

So it's a good thing Maarten is running a training session on template optimisation today :-)

(I should add that the migration from 3.36 to 4.2 is completely painless and largely automatic. The issue on the table with 4.2 is what the Six Apart site describes as "raw performance" hence my test above)