Customer Service, Roles and Responsibilities

This week the marketing group is getting a bit frustrated, because we're having a difference of opinion about service levels, resource availability, access to databases and servers - all exacerbated by the new owners handing down edicts for reporting requirements that are absolutely taking priority over all other work, no matter what expectations may have been set in the past. Observation #1: Is the term "Customer Service" applicable to IT? Some of the pushback I get comes in the form…

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Another Spam Graph – The Impact of Spammers Changing Tactics

Well, Raymond Chen has blown me away with his detail, but I have another take on the whole History of Spam thing - the impact of spammers changing message formats to get past the spam filters. My curious habit is to count my email into two categories; read vs. unread. This was originally meant to be a measure of the pointless cc: / newsletter / internal announcement stuff I receive everyday; I have Outlook set to mark an eMail as…

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Under New Ownership: Calm Before the Storm?

Nothing of import happening yet, but getting some interesting rumblings / indicators of what's to come. Definitely all business, no fooling around. The upper management and finance groups are quickly asking "how high" whenever these guys say jump. I feel the rest of the company is blissfully unaware of the train that's heading down the track. Not that I'm a pessimist, or a glutton for punishment - actually, I'm excited about the prospect of change in the organization, getting the…

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Implementing Intranet on Speed: An Uh-Oh Moment

The outgoing intranet was nice, in that it gave content owners the ability to control what was visible / available. Unfortunately, we've come to discover that a number of corporate services areas (Safety, HR, Transportation, etc.) in our organization used the intranet but never took part of the content management (CM) - it all came "from above". Basically, these folks are about to get a "crash course" in CM and Knowledge Management (KM), albeit in small bites. When you read…

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Implementing Intranet on Speed: The Beginning

This week, we're kicking off a new project, implementing an intranet / portal for our newly independent company. I'm fascinated at how the "state of the art " has moved forward so much since the "old days" of the 90's. This is actually my third or fourth cut at an application like this (depending on how you define "portal"), and I'm sure it's going a bit faster simply because we're skipping over some portal design and admin process "dead ends"…

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Heisenburg KM

On this site, I've implemented multiple blogs (thoughts, essays, updates) - and it's not because I see many nails for my shiny new hammer. I'm trying out blogging for a couple of different applications / uses ... for example, I'm playing with the updates blog as a test for project status blogging at work. It's a fairly common request - "please keep us up to date with changes, additions, etc." - but that can be labor intensive, and I'm looking…

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