eCommerce and

The big new thing in technology right now is the Motorola Droid with Verizon Wireless. With Google's Android 2.0, Verizon's coverage, and some nice hardware, it's set up to rival Apple's eight-hundred-pound gorilla, the iPhone. Ushering in a new set of smartphones based on smart user interfaces and open development, it's definitely a great phone for technophiles and power users. But how does it handle in a business environment? We got our hands on one, so let's see how it works.

The first impression of the Droid is that it's solid. Weighing in at 6oz (169g) and sporting a minimalistic metal case, it looks and feels like a brick. That may be a turn-off if you prefer your phones to be light, but it's reassuring if you prize durability. It takes up surprisingly little space given its screen and keyboard. Its edges look sharp, but feel comfortable in the hand. You may have heard reserverations about the keyboard, but it's actually quite responsive and easy to use. The plain layout helps when looking for symbols.

The user interface, of course, is extremely responsive. All the little touches that we've come to expect from a top-end modern smartphone are there. The high-resolution screen really shows its stuff, with beautifully sharp and clear displays on maps, websites, and other image-intensive applications. The display is bright and visible, indoors and out.

So, how does the Droid do in a business environment? The most important aspect is probably connectivity. The Droid natively supports Gmail, standard IMAP & POP3 email, Web browsing, SMS messaging, Google Talk, and of course phone conversations. The interfaces for each are well-designed and easy to use. Verizon's coverage is a definite plus here, giving fast, consistent connection to all of these services in most metropolitan areas. Android provides smart switching to wireless hotspots to help keep costs down. Visual Voice mail is a free upgrade, but incurs a small monthly fee from Verizon. Other syncing features include Exchange and Google calendars. Contacts do not automatically sync with Outlook (they do with Gmail and Exchange), but you can import them into your Gmail account relatively easily. This is a general principle with the Droid: Google apps are definitely given preferential treatment in terms of native capabilities. However, it's likely there will be an app available in the Android Market for any major third-party software. Internet browsing is quick and straightforward; it's probably the closest experience to browsing on a computer that's available in a smartphone. It doesn't come with Flash support, but Google promises an update to provide that capability in 2010.

The Droid appears to be best suited for a small business environment. If your business already embraces the Google Apps platform, the Droid should fit in neatly. If you are using other proprietary software, it might be a bit more of a hassle; you'll have to weigh its capabilities against that discrepancy. The Droid prizes user empowerment above other considerations, so it may not be the best choice for large organizations where security is an issue. However, it shines at speed and flexibility, two important attributes for small businesses. Another consideration is that many of its capabilites are overpowered for the typical user's needs; this phone would be best suited for your IT department and mobile professionals, while many employees would be better served with a more basic phone that supplements their desktop solutions. In some cases it might serve as a low-end laptop replacement, but consider your users needs carefully before taking that step. Compared to the iPhone, the Droid probably provides superior business capability, primarily because of Verizon's availability over AT&T, so if you're trying to decide which to upgrade to, the Droid is a good bet. However, if iPhones are already integrated into your business, it's probably a good idea to hold off on switching until the Droid shows a clear advantage.

The Droid's professional style and stunning display ensure it fits in any business setting.

The Droid's 5MP camera has good resolution, but is fairly fuzzy in low light. Expect picture quality similar to that of a digital camera half its size.

Kohler is arguably one of the most innovative brands in the home improvement industry. The new Karbon faucet has completely transformed the kitchen and more specifically revolutionized the kitchen faucet. Meanwhile Kohler seems to effortlessly create bathroom fixtures that are not only sleek but save water, like the Escale toilet.

I am a fan of open source software.  The main characteristic of open source software is that the source code is freely published.  This contributes to the success of the programs in many ways: the code is available for modification making it flexible, users are able to collaborate to correct defects, authors are more likely to stand behind their claims (because the code can be read), oh and it’s typically free.  Linux (Ubuntu) is my main desktop operating system at home and on my personal laptop.

However, as do many open source enthusiasts, I use Windows at work.  But, of course, I would prefer to use an open source solution. The question is, how does one “infiltrate” open source into their primarily Windows based work environment?
     
First I thought about letting everyone know that we should be running Linux (*BSD, OpenSolaris) on everything regardless, no matter what it is or who is running it. What stopped me is that I am still unable to grow a proper Unix/Linux Beard:

Little bit of nerd humor, but joking aside, for the everyday office circumstance this is probably not the best approach for integrating open source software into a work environment that has been based on a Windows operating system. What does make sense is starting small and simple.  Instead of replacing the current platform, build on top of it.  That is, find open source software that runs on Windows.

If you don't know where to start there is the OpenDisc which is a CD you can download that has open source software to try out.

Also, here is a list of programs that I use at work:

• Open Office: Office productivity suite that is able to open the new docx and xlsx out of the box unlike office 2003.


• FireFox: Even you don't know about open source you've most likely heard of this web browser that offers many custom features, add ons and plug-ins.


• FreeMind: A java based mind mapping program.


• GIMP: For image retouching, editing and authoring.


• SharpDevelop: A free IDE for C#, VB.NET and Boo projects on Microsoft's .NET platform.

Of course check with your IT Manager to make sure that the use of these programs is allowed.  Also, check out this presentation by Chad Wollenberg titled “The Free and Open Advantage”.

Kohler is arguably one of the most innovative brands in the home improvement industry. The new Karbon faucet has completely transformed the kitchen and more specifically revolutionized the kitchen faucet. Meanwhile Kohler seems to effortlessly create bathroom fixtures that are not only sleek but save water, like the Escale toilet.

As a developer, I'm always looking for ways to make people's jobs easier. If I can automate a repetitive task in order to help us get more done, that's usually great, but every once in a while it can come back to bite you.  There is a point when automation can lead to the detriment of basic logic.

healthBase is a sort of health-oriented search engine. It's powered by a technology called NetBase that combs the web for information, flagging and extracting relevant information based on the semantics of a sentence. Sounds good, right? You can look up treatments for a headache,  or pros and cons of Tylenol. You can see it's not perfect, but it does seem to have the right idea.

However, while healthBase's search algorithm seems acceptable, they unfortunately forgot or didn’t have the resources to put any sort of filtering on the results. This can produce some hilarious misapplications. Want to know what treatments there are for Obama? They've got that covered. How about the causes of rap? Or the pros and cons of vampires? Feel free to experiment yourself; these are some of the tamest results.

We can all laugh at those results. But what about when people are actually searching the site for medical advice and the wrong results are returned? What if someone is searching for treatments for Appendicitis, for example, for which immediate surgery is the only proven treatment? HealthBase returns a whole list of treatments (including things like licorice!), which could lull a reader into thinking surgery is only one of several options. Or how about the pros and cons of suicide, at the top of which is listed "provide relief"? While it's true that you can click the "+" button next to a phrase and read the scrap of text from which it's extracted (often entirely out of context), the fact remains that the lists themselves are in some cases dangerously misleading.  I mean they can use the “Beta” excuse but that will only last for so long.

There are two key differences between an automatic process and a human: the automatic process is much faster and easier, but a human has common sense. Both need to be taken into account when considering automating part of your business. If you do decide to automate something, be sure to test and test again, and the more vital the application is, the greater the depth and breadth of your testing needs to be. At Gordian Project, we try to balance automation for speed and convenience with a human element for sanity and a personal touch.  Surely no one here, which I know of, promotes Nazis, but surprisingly healthBase managed to find a whole list of pros:

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You may already know that Gordian Project users are in the cloud.  Well, on Tuesday, we hit our second bump in the road with Google Apps. An outage. You may say to yourself, "An outage? With Google Apps? Really?" Well. Yes. Really. Totally freakin' down. Apparently, Google had an issue Tuesday morning that brought down the email interface for apps users.  Déjà vu?

Here is the error I got in Chrome:

At first I thought to myself, "Hmmm. That's weird." So I literally waited 30 seconds and tried again. Same thing. So I asked the person next to me to try. Same thing. So, I tried my iPhone and got:

OK. Seems likely to be a global problem. So, I alerted users on our network that I was aware of an issue with Google Apps and was looking into it. Because the error says, "Please try again in 30 seconds.” I figured it would be a temporary outage and waited only a few minutes. The problem persisted. So I checked Google News and, sure enough, there's a widely recognized outage. From the news, I noticed two things that were particularly interesting:

1. I wonder if the "tip-toeing" of wave into apps created yesterday's havoc.
2. Google has an Apps Status Dashboard

So, after I found out that there was an Apps Status Dashboard, I checked it out and here's what I got:

Google, why didn't you show this to me on the 502 error page? Instead, you told me to try every 30 seconds. I can't imagine how many people wasted hours of their day refreshing every 30 seconds to try to get to critical email. You may remember this article highlighting good custom error pages.

After the incident was stabilized, Google posted an incident report here. According to the report, Google "underestimated the increased load that some of the new updates placed on request routing." Not sure what the "new updates" were, but it doesn't seem like Google should underestimate the anticipated load.

Noting the red "X" by Google Mail, I clicked on it at 1:48 PM to find:

It says there will be an update at 1:53 PM, so I waited until 1:58 PM and clicked again:

Hey! Wait just a second! Ten minutes ago there was not an update at 1:02 PM. What gives Google? Don't you know that 45 minutes after I announced it to everyone, people are still coming to my desk to say "Hey Josh. My email's down."? Please, just tell me what I need to know when you know it! Also, I love that there is a link to the "How to use IMAP or POP", where the first step outlined is to "Enable POP or IMAP in your Google Apps email account". I can't get to my apps account! Then I realized, I already had IMAP enabled on my account and had it set up in Outlook. So, I started up Outlook... only to be woefully reminded of why I wanted desperately to switch to Google Apps to begin with. I quit Outlook before I even used it, as it was either Outlook or every other application, and a choice had to be made. Instead, I waited for the Google update. At 2:40 PM I refreshed the Status Dashboard to find:

Hooray! We're back up! Not without a few lessons.

1. Google, or any other cloud service provider, when a critical service goes down, don't show me an error that tells me to retry every 30 seconds; especially if that's not really what you want me to do. Send me to the place with the relevant information. I know, based on your incident reports, that you "published ongoing reports to the Google Apps dashboard, Gmail Help Center, the Enterprise and Gmail blogs, and the GoogleAtWork and Google Twitter feeds, to help provide customers with the latest status and available workarounds.", but the error was unhelpful. Please don't make me Google it.


2. IT managers, if you're going to start using SAAS and cloud enabled services, find out, in advance, what the notification mechanism is for outages. In this case, it would have been a simple thing to have added the Apps Status Dashboard to one of my feeds.


3. Don't count on Google Apps, or any other cloud service being available 100% of the time. If you have a critical meeting or a conference call that requires you to have a cloud stored document or email or presentation up and ready to go, make sure it's ready and pulled up long before your event, or make sure to store it locally, as well. Also, based on Google's comments, it may be good to enable IMAP on your account just in case you can't web-surf your email; at least then you can get to critical emails with Outlook or Thunderbird.
   

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“They're (Microsoft) not racists at heart - they're just being racist as it makes good business sense. They're business racists.” – Joe McCann 2009

We’ve all submitted projects that weren’t exactly our best effort.  Yes, even you.  Once your initial response of  “not me, that's not something I would ever do", wears off, go ahead and raise your hand.  Join the rest of us that have, at times, continued the time honored tradition of cramming the night before a deadline.  This tradition I’m referencing inevitably leads to mistakes, errors or at least the quality one could have delivered.   Seems someone(s) at Microsoft may have been practicing this tradition prior to releasing a recent ad campaign.  I’m not saying this is what happened here, but at least it would be some sort of excuse. The specifics are detailed by Bobbie Johnson in his article, Microsoft apologises over race-swap gaffe.

I've noted what I believe to be the painfully obvious, but somewhere along the lines Microsoft didn't seem to pick up on the following:

• The evident; don’t swap one head for another regardless of race. That’s akin to the adult entertainment industry.


• If you’re going to “touch up” skin color, make sure you address the face to hand skin tones.


• When you work for a company as recognizable as Microsoft, try not to use an image that includes your top competitors’ more recognizable laptop.

In an effort to tie this to some kind of applicable business observation, I find myself circling back to much of Gordian Project’s current internal dialogue. Long story short, no matter where you find yourself in the company, what you do every day impacts not only the opportunity you have with the company, but the company’s ability to provide you opportunity. 

I’m interested in what you find most baffling about this Photoshop disaster… 

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On July 2, 2009, at approximately 11:15PM PST, as I was lying snugly in bed, I had nary a clue that Authorize.net was going down. Apparently, there was a fire at the data center. Many of you have probably already read this story; or, perhaps you are/were a customer of Authorize.net's and were made aware by errors. I wanted to share our experience with the major outage and why the lesson is valuable for others in eCommerce. I could be writing a blog post about how much it sucks that Authorize.net even went down, given that it was only one data center scorched. I could be asking, "Where in the world was the backup data center? "Rackspace, how does a sprinkler system kill backup generators? Where is the backup for your backup's backup?!" I could also be writing about how quickly the status was updated on the situation thanks to some smart person at Authorize.net building a Twitter account that day. But this is a post about a shift in our philosophy.

So, as I slept I had no idea that our payment gateway, Authorize.net, was getting wrecked by a fire. When I woke up at about 7:30AM I had already received a text from one of the managing partners alerting me that we had received a pile of errors related to Authorize.net failures. Let me explain what that means for us. An error from our order system that there was an Authorize.net failure means that an order was placed, but no payment was collected. You might be saying to yourself, "Why in the heck would you guys place an order without first confirming that payment could be collected?!" Well, the reason is simple and goes back to our roots. Early on in our eCommerce venture, we prayed for orders every day. Our strategy on many fronts, including payment processing, was to protect orders; in this case, let the customer place the order on the customer site without failure or error (or some other barrier to transaction) and clean up the mess manually. As a consequence of this strategy, when we made a call to Authorize.net for payment processing and it failed, we would have a placed order in our system with no payment from Authorize.net. So, an email with the customer info would be forwarded over to the tech team to review and contact the customer to process a manual payment. This was a good solution for us, early on, as we didn't want to miss a single transaction. We needed the business!

This process worked for us for a good long while, since downtimes on the Authorize.net front were very rare, but when they did happen it was usually only one or two and could be resolved easily. Well, we hadn't had this issue in quite a while and it had not occurred to us that we would need to update our strategy as we grew. Then we grew. By a lot. The consequences of having more than ten times the volume of four years ago becomes readily apparent when your payment processor goes down for more than eight hours. The morning that Authorize.net went down meant that we had a few dozen orders that were placed without payment but had already begun processing for shipment at warehouses across the country. So, we had quite a cleanup effort on our hands. First, ensure that the orders don't get processed out the door, since they haven't been paid for. Second, disable the Authorize.net payment method until we can figure out what happened or is happening and identify when they're back up. Third, contact all of the customers to see if they would like to complete a manual transaction over the phone or retry their checkout using Google Checkout or PayPal (two services that we did not offer at launch). Four, document and share the happenings with the management team. Finally, fix our outdated checkout so that orders do not get placed when the authorization transaction fails.

Our checkout process and a redesign have been on our radar for an update for some time now. This, however, is one issue that escaped us until it became a pain. Hopefully, this will help us to think critically about updates to our site as we examine where we were, where we are, and where we're going.

Kohler is arguably one of the most innovative brands in the home improvement industry. The new Karbon faucet has completely transformed the kitchen and more specifically revolutionized the kitchen faucet. Meanwhile Kohler seems to effortlessly create bathroom fixtures that are not only sleek but save water, like the Escale toilet.

I stare at a spreadsheets most every hour at work, so there are a lot of spread sheet manipulations that take place on a daily basis. Here are five formulas that I find useful and I think you will too.

VLOOKUP()
Microsoft Office: VLOOKUP(lookup_value,table_array,col_index_num,range_lookup)
Open Office: VLOOKUP(lookupvalue; datatable; columnindex; mode)
VLOOKUP() is used to find the “lookup value” in a given table of values and returns the column identified by the “column index.” This formula I find invaluable, it is used any time there is multiple data sources and I need to match up data.

CONCATENATE()
Microsoft Office: CONCATENATE (text1,text2,...)
Open Office: CONCATENATE(text1; text2; ... text30)
CONCATENATE() combines the values of the given cells. I use this often to combine data to create product names according to our format. As a hint, to concatenate a space, put the space in quotes (“ “).

LEFT()/RIGHT()
Microsoft Office: LEFT(text,num_chars)
Open Office: RIGHT(text; number)
RIGHT() and LEFT() work similar to a sub string function in programming. The formulas start at the right or left side of a cell and then grab the number of characters specified in the formula, which can adjust the data to your specifications.

SEARCH()
Microsoft Office: SEARCH(find_text,within_text,start_num)
Open Office: SEARCH(findtext; texttosearch; startposition)
SEARCH() locate one text string within a second text string, and return the number of the starting position of the first text string from the first character of the second text string. SEARCH() can be very helpful when used in conjunction with LEFT() or RIGHT() when you want to get the contents of a cell to a certain character.

Text to Columns
Ok this one is not really a formula but it is a very useful tool. It allows you to break one column in to multiple columns by a common delimiter that you choose. Also you can choose “Fixed Width” and break up the column by width.

Differences between Open Office and Microsoft Office

For the most part the way that formulas work in Open Office and Microsoft Office work the same. There is a syntax difference in Open Office, instead of using commas (,) Open Office uses semi-colons (;) to separate the parts of the formula.

For additional information see the Open Office Formula Reference, and the Microsoft Office Formula Reference.

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We were recently able to upgrade our phone system. We had spent time, energy and effort to build a better system under the assumption that it would improve a number of important metrics. More importantly, the new phone system made it easier for us to see those metrics. Consequently, I was able to get better reporting on phone utilization, especially as it related to customer service. One of the first things that struck me was our maximum load. We had gone from 8 lines available to 23 lines available. With 8 lines, extra calls would roll over in to voice mail, creating havoc later in the day as we scrambled to try to call people back. Many times, people would call two, sometimes three or more, times to try to reach us. Also, with eight lines, it made it very difficult for us to make outgoing calls during peak periods. With 23 lines, surely we would handle the load. Not so fast! Over the first few weeks I checked our maximum load on all 23 lines and, on several occasions, we had exceeded our maximum load during peak calling periods! We nearly tripled our call capacity and still had overflow. Thankfully, the overflow is not frequent enough, at this point, to justify another 23 lines.

Alrighty then, what about our connect rate? Given all the customers that try to reach us, to what percentage do we actually connect? I was more struck by this metric than our load. Let's just say it was less than half of what we would want it to be. It turns out, we were literally turning away hundreds of calls a week, probably mostly due to long hold time. Even more striking, our average hold time for a connected customer was approaching 30 minutes! 30 minutes?! Dreadful! Sales customers simply will not hold for 30 minutes to buy something. What made this even scarier was the fact that our mix of callers (known by the queue that they select when calling) was more than two-thirds sales calls. We were turning away hundreds of sales a week. This means we were turning away customers who wanted to buy something (and were probably at the end of the buying cycle) in order to provide support to customers we had already acquired.

OK. Now we know. What do we do? We could hire 10 more reps. Nope. Don't have the budget. OK. We don't have an unlimited budget. What else can we do? We could slow down marketing and sabotage our own SEO to get fewer sales calls. Nope. That's dumb. So what do we do then?! How can I get more work out of existing resources? How can we add hours to the day to get more done?... wait... Eureka! We needed more hours in the day! It was ultra-clear that our call and chat volume was much higher earlier in the day than late in the day. Once the clock gets to about 3:45 pm, things tend to slow down. With reps struggling during our rush periods to perform administrative and follow up tasks, it would be near impossible to be more efficient during regular 8:00 am to 5:00 pm business hours. So, why don't we have some reps come in at 7:00 am, instead of 8:00 am, to finish any lingering issues from the previous day and get a head start on the new day before we start taking calls and chats? We could even perform some proactive functions that prevent customers from calling for support reasons in the first place! Why didn't we think of this sooner?! Oh yeah, we didn't think of it sooner because we didn't have great data to stare at.

The effect of having half of our customer service team come in one hour before business hours has been exponential in its positivity. We still have load issues, two or three times a week, during peak times we exceed our capacity. However, our connect rate has doubled! Our hold time has gone from nearly 30 minutes on average to less than 10 minutes! Interestingly, sales are up, but we have reduced our volume of calls and chats by about 10%. Fewer calls and fewer chats, coupled with increased sales, is a strong indicator to me that we are servicing customers more efficiently. We still have a great deal of growth opportunity, but one simple scheduling decision has drastically improved our ability to service customers and, as a positive consequence, also greatly improved morale in the customer service department. Go team!

Little Giant has been hard at work engineering pumps that their most loyal customers have been waiting for. PlumberSurplus.com is your destination for the new Little Giant TSW Sump Pump System and their NXTGen Condensate Pumps.

Little Giant has been hard at work engineering pumps that their most loyal customers have been waiting for. PlumberSurplus.com is your destination for the new Little Giant TSW Sump Pump System and their NXTGen Condensate Pumps.

I was about to leave my house for work the other morning, when my phone rang. It was Vanessa. I say, "Good morning, Vanessa!" She says, with a pinch of panic and frustration in her voice, "We're down." I panic for a moment; my mind was whirling through yesterday's development activities and I was trying to remember any update or job that we scheduled that could have taken us down. It occurred to me that I was still pretty depressed after watching the Lakers lose to the Jazz in game three of their playoff series and this would not help my already poor disposition today. Thankfully, she was referring to the internet connection at the office and not any of our eCommerce sites. Whew!

Getting the internet connection back up should be easy. We had recently faced an issue with one of our ISPs, so naturally I thought it was them, again. So I go through some steps to test that connection... Everything looks good there. So, I test our backup connection... Everything looks good there, too. Hmmm. I run through some other issues via remote connection, but I can't see why she's down. So, I proceed to work, since I don't have any other network savvy employees on site to help. I know that I'm going to be there late, as I stopped to troubleshoot remotely.

I show up to the office at about 8:10 AM, fully expecting chaos and disarray. I was pleasantly surprised that when I walked in I was greeted by smiling faces and mild applause. People were delighted that I was there to fix the internet connection. But what's more, is people were delighted to be at the office. Folks were chattering and laughing and seemed genuinely happy. It made me feel nice when I walked in. Knowing fully the weight of my responsibility, however, I rushed past everyone to get to the task at hand. A few of my more technical colleagues pointed out that one of our building two access layer switches was freaking out and was lit up like a Christmas tree. Indeed it was. A switch had simply gone bad. So, I ran to my pile o' old equipment to find an extra 24 port switch and a crossover cable.

I worked feverishly to plug in the first few users to test my dead switch theory. ¡Viola! It worked. So I started the task of migrating everyone on the dead switch over to the temporary switch. As I am doing this, I notice noise in the office. Somewhat annoyed, I turn to find people are still talking and laughing. Granted, we work for an ecommerce company and, as a consequence, working without an internet connection can be a challenge. But I was, again, surprised by what I saw. The noise and commotion was coming from people who were cleaning their desk area, vacuuming, cleaning our whiteboards, discussing business strategy, etc. The whole office full of employees was happily chugging along like busy bees in a hive. People were communicating and moving and working outside of their normal routine. As I was getting everyone back online, I noticed folks settling into their desks and getting back to their routines. The noise died down and it was back to business, but a nice tone was set for the day (aside from the catch-up that now had to ensue subsequent to our downtime).

There are three simple observations I had on this morning, few but all important:

1. Always have at least one backup access layer switch.
2. A little bit of "downtime" can be a good thing. I'm certainly not suggesting that someone pull the plug on the office internet connection to create downtime! I simply mean that it was nice to hear the camaraderie when I walked in. Maybe I should come into the office 10 minutes early and just greet people as they come in?
3. Losing the routine for a short period created interesting work of even mundane tasks. People seemed excited to be able to do something other than what they always have to do. Maybe, as a manager, I should consider mixing it up a bit and allow some of my employees to work on other things on occasion?

Little Giant has been hard at work engineering pumps that their most loyal customers have been waiting for. PlumberSurplus.com is your destination for the new Little Giant TSW Sump Pump System and their NXTGen Condensate Pumps.