COVID and working at home.

Start of week 11 for working at home.

I treat working at home as if I am actually going to the work office. 

05:30 wake up, breakfast for me and Jane.  Prepare the lunches.  Shower, shave and dress for work (yes, I wear my work clothes!).

The laptop is turned on as soon as I wake up and I start the VPN.  This gives me time for SSC to push through whatever updates are needed.

07:00 to 07:30 is when I actually start working. 

• Status of machine, network and personal health to the team lead 
• Then I process the email.  Normal morning for me is to clear about 20-30 mails that arrived after I logged off the prior workday.  Normal mail load for me is a minimum 100 emails a day and on some days exceeds 200.  It has exploded due to everyone working from home.  Before COVID I had a series of mail rules that allows me to sort and prioritize my inbox and that does help manage what needs to be looked at first.

During the day I try to make sure that I get up and move around (my watch automatically nags me to move).  It is too easy to park myself at the desk all day without a break.  I take my lunch at the same time as work (11:00) and I don't look at the work machine during the 30 minutes.  End of day (16:00 to 16:30) I actually logoff from work.  It is way too easy to leave it up and check on it during the evenings, but, unless I am on call I try to logoff.  You need the downtime to spend relaxing.

Some may think it is easy duty and doing less work, but, we do as much (or more) as if we are physically in the office.

• All normal business activities are completed in the working hours;
• Most business days we try to have at least one person is online in the evenings other than the duty (on-call) person so that if there are issues/requests they get processed that evening for those who are working off hours;
• A lot of our documentation and SOPs (Standard Operating Procedures) have been reviewed and updated (several dozen documents I created or revised so far);
• I still do the conference calls for the working groups
• Doing the agenda before the meeting;
• Sending out the various links to the participants for the documents;
• Taking attendance/notes;
• Creating the meeting notes, ROD (Record Of Decision) and action items;
• Posting the documents in the repository for the team members to review before the next meeting;
• Throughout the days we get service requests (data fixes, updates, password requests, account add/change/delete) and we process them as fast as if we were physically at work;
• When we are not 'busy' (which isn't very often) we have a number of courses to complete to keep our skills up-to-date;
• Code releases (one of my jobs is being the release coordinator)
• All of the paper work is still being done;
• Follow-up with clients, coders, testers on status of where they are; 
• Answer questions about the past release or future release;
• All of the meetings are now conference calls
• Before and after to review who, what, where, when, how; 
• The logistics of what is required for a release;
• Notifications of releases and system availability;
• No delays for any of our scheduled code releases.  All code was released on time and without any problems.
• Communication is a key thing here.  We let everyone know what is being done, when it is being done, who is doing it and when we expect to complete.

A mini-rant on the state of store web pages

Too many stores don't take time to build a web site that is user friendly.  They are probably going with the experts who say it is perfect, but, take it from me they are far from perfect.  There are a few that I have problems with and it is frustrating in the least when I am looking for products.

I check out the online sites to see what products are available, their specs, reviews and prices.  When I see something I am wanting to buy I prefer going to the store to check it out the product before I purchase.

A few not-so-humble suggestions for your online sites:

• Allow us to pick online only.  Many people do order online, but, for those of us who want to be able to go into the store and check out the product so we can make the final decision before buying give us the option of seeing only what is in the store.
• Same goes for your affiliates.  Again, if I am interested I will click on the box to show them.
• If the product is not available allow us select a check box so as NOT TO SEE them.  If they are not available, or sold out, then I don't want to see it.  This is the equivalent of empty shelves in the store.  If it isn't there then I am not interested in seeing a pretty picture. If not available, give an option quickly inform us how long it would take for it to be stocked locally.
• This is a biggie and too many sites do this.  Check boxes are only that, you click on them and there is a check mark or it is empty.  Clicking on it WILL NEVER initiate an update, that is completely against what click boxes are for.  Allow the user to select what they want to see and then have a 'REFRESH SELECTION' button to present the user what they want to see (example below).
• When I tell you NO on my location respect it! There is a site that every page I go to it asks me for my location and I keep telling it no.  The same goes for asking for my postal code and not allowing me to see anything until I do.  When I want to tell you my location (to see if stock is available locally) I will tell you and not until then.
• Keep the scripting and fancy images to a minimum.  Not everyone runs the latest hardware that can handle all of the scripting quickly.  I have a high end machine for development work and pages there renders quickly, however, I have a netbook that I also use for development work and the same page sometimes takes up to a minute to render and that is not acceptable.
• Test your pages for IE, Edge, Chrome and Firefox.  Too often I have to open up another browser so that your pages will properly render.  Again, follow the W3C standards for your pages and thoroughly test your pages.

For those thinking these are small business the answer to that is no.  These are large multi-national corporations who I would expect to be able to afford great web developers with the skills and knowledge to build sites that make it easy for customers to quickly find what they are looking for, confirm that the product is available locally. 

Check out the W3C site for web standards and how to develop a website that should work cross platform and with different browsers. 

It has been a while since I coded web pages, but, if I remember correctly you can use the following as an example of how to do check boxes.  Change the { and } to < and >.  I changed the values so that you can see the code and not the form.

{form}
{div}
   {input type="checkbox" id="In Store" name="instore" value="itisinstore"}
   {label for="In Store"}Show product that is in store?{/label}
   {input type="checkbox" id="Online Store" name="onlinestore" value="itisinonlinestore"}
   {label for="Online Store"}Show product that are in the online only store?{/label}
   {input type="checkbox" id="Out of Stock" name="outofstock" value="outofstock"}
   {label for="Out of Stock"}Show product that are temporarily out of stock?{/label}
{/div}
{div}
   {button type="submit"}Refresh your selection{/button}
{/div}
{/form}

Web designers need to follow standards

Web designers need to learn web standards and design their pages to respect them.  Too often it appears the pages are designed for Windows and IE using cookie cutter templates.  The world has evolved and people are using Linux, OS/X, Android and other operating systems with different browsers and the pages work poorly if at all.

These are the web sites of major companies like Best Buy, Staples, Walmart and Canadian Tire.  They have the money to invest in a well designed site, but, many choices they made in their web design break expected functionality of various web elements or have serious errors in their JavaScript code.

Examples:

Check boxes

Just about all of the sites refresh the page when you click on a box even if you want to click several they force a refresh after each click.  Wait until the user picks all of the options and then have a refresh button when they are done.  Best Buy is the worst when I am looking for an item there are refreshes every time I select a box.  this is time consuming as something that takes me several minutes to do should take only seconds.  One other thought on this.  Every time you do a page refresh your server gets hammered multiple times along with the database.  That time used to service every little check box could be used servicing another client.  Throwing more hardware, software and communication pipes only serve to enrich the providers of the same.

Product availability

Best Buy I am looking at you here!  When I finally get through check box hell I see a lot of products are 'not available'.  If it isn't available then don't show it, or, have a checkbox for 'Available locally' or 'Can be shipped to your location'.  Also, allow a check box to remove 'ONLINE ONLY'.  When I am looking I want to know if it is in stock and I can go later to pick it up at the store.

 

Forced page refreshes

Canadian Tire I don't know if you are aware, but, when I select a product it refreshes itself about every 30 seconds and there is nothing I can do to stop that behaviour.  It is highly annoying as I am trying to read product information or reviews and after the refresh I am back up at the top of the page again. This was on my Windows box and Linux box using Firefox and Chrome.  I didn't try IE as that is Windows only.

Forced to provide a location

Look, I am just wanting to check out the product, features and reviews.  If I am interested then I will let you know roughly where I am.  There are sites that ask me to provide a location every time I change a page.  Ask once then remember my choice!

Auto-play videos

Come on, enough already.  I don't need loud commercials that I have to turn off (sometimes they can't be turned off).  I am paying for the bandwidth usage not you and sometimes I am on my tablet or cell phone and those ads brings them to their knees for minutes at a time while trying to play those videos.  If I am interested I will click on it.  Can't take the hint?  Well that is why I am running various blocking ad-ones in my browser and I suspect that is the reason why so many others do so too.  Sites that respect me I turn off the blockers.

Massive scripts

Now and then I look at the code for a given web page and over 80% of it is for scripts and images and very little is for text.  That is a massive overhead for stuff that most of the time isn't needed.  This takes time to download and storage on the servers. Have the developers review the code and if they don't understand what is being done then pull the code until they know what it does.

Review your page before releasing to the public 

Staples is at fault here.  To often the page has issues rendering (sometimes it is a blank page).  Sometimes it is IE that has issues others it is either Firefox or Chrome that have issues.  How about testing your pages before they are released in multiple operating systems and browsers.  Check for error messages!  I checked several times and I had page after page of errors in JavaScript.  Really? A client facing page and you have that many pages of errors?  

What I would like?

Well, how about learning what web standards are?  Learn some of the basics of HTML, forms and other design elements rather than letting the web page designer do the work.  The software may help, but, you really need to know the basics of good page design.  It is like giving a grade one student a calculator to help them learn math.  They may know enough to punch the buttons, but, they don't really learn how to do it and will never know if there is a mistake and if they don't have a calculator they can't do math.

Have ordinary people test out and review your site (or updates).  Ask them to do specific tasks and watch what they do and then ask them what they liked and disliked and what caused them problems.  To keep it real world make sure the machines are not the fastest up-to-date machines and have a slower network connection.  Use multiple operating systems, browsers and devices to make it more like how your customers access your web site.

Where you have feedback pages make sure that the feedback is reviewed and acted upon.  I don't know if senior management is even aware of what feedback is given, but, I suspect it may be just the positive feedback and most of the critical comments are not sent up the food chain.

Finally, KEEP IT SIMPLE.  You are trying to sell a product not fluff web pages.  All of the pretty images, sound, colours are a distraction most of the time and most consumers are tuning it out or using software to shut it down.  Make it 'How may I help you' and steer the consumer to your products, product information and reviews, pricing and availability.

IoT - Do it better?

I am reading and hearing more and more about 'hacks' on IoT devices and other network connected devices (like cars).  Security must be the first thing a maker has in mind and not money or being able to brag that they are first to market.  The makers of IoT need to get together and define a number of things, if they don't do this then I will not be surprised when (not if) the government gets involved and imposes a solution.

Common API.

•  suspect a lot of functions could be described by a common, free to use API.  The GPL worked well for Linux and maybe it could be the model here too.
• Open it up so the end user can also tinker with the device.  Look at what has happened and is still happening to Linux over 25 years.
• With a common API you can present to the users a consistent front-end for setting values, reviewing settings over a number of products in your IoT product offerings.  When there is a new product it would simplify the development work on building a front end as code for common functions are already there.

Security.

• Too often there is a security hole and there is no way for the end-user to fix or for the manufacturer. Many times the users don't know there is a hole until news about the issue hits mainstream media, or, hobbyist friends send them a note.
• What would it cost to allow the user to get patches and updates?
• For certificates there MUST be a way to update the certificates when they are compromised.  Right now we either live with compromised devices or trash the devices.
• Default settings, allow the user to modify what goes out over the network.
• Makers claim their devices are secure, but, without being able to inspect how they implemented their security we don't know for sure.

Life of device.

• Define what the process is, what will be patched and for how long and when it will not be supported.  Dropping support and killing the servers that result in the device being a paper weight isn't acceptable.

Communication. 

• Be up-front on what is captured, why and the frequency it is sent.  Allow the end-user to select the level of information sent out and explain why it is needed and functionality lost by opting out.
• When the device gets hacked (not if) be up-front to the community on what happened, what was taken and the steps being taken to close the problem and fix so that it won't happen in the future.

Double check your email address when registering anything

Looks like someone down in Florida bought a new cellphone.  How do I know?  As part of the registration they supplied an email address so they can get notifications, like their PIN number.  The problem is they used my account name and I got the notification of the cell phone number, plan information, PIN number, name, address.  I called Virgin Mobile USA and explained things and they started the process of trying to contact the customer, change the email address and lock the account from using my email account.  The person at the other end was very nice, professional and friendly and customer service is why I like Virgin Mobile.

This isn't the first time that something like this happened.  A couple of years ago I got a rather nasty, profane email from a woman in Ireland who thought she was venting at her ex.

For the Virgin Mobile phone I logged into the account as I wanted to make sure that I wasn't a victim of identity theft and they were using my credit card for their phone.  Fortunately it appears that I wasn't.

The thing is that when you register anything and they ask you for an email account make sure that you provide the correct one or someone else could be getting email that you don't want anyone else to get.

Main login

Checking to see if my Credit Card was used

Has customer service died, or, are businesses that arrogant?

 Sigh, companies are doing less and less for consumers and charging more for what little they keep in stock.  They must think that with limited (in their eyes) competition we have to take what they offer and be grateful for that.

• Tried to buy a scanner, no scanner, but, we do carry muti-function printers with a scanner.  I told them I didn't want a MFP, I wanted a scanner and they pointed me to a competitor up the road!  Smart move Best Buy!
• Tried to buy a replacement drive for a laptop. No we don't carry those, but, we do have inexpensive laptops if you are interested.  They also mentioned the same computer shop up the street from where I live where I could buy a replacement drive. Way to go The-Source!
• Next up, I tried to buy replacement batteries for my wife's watches. "No we can't open up the back and replace the batteries" according to the sales person.  Another win for The-Source!

The-Source used to be Radio Shack until they got bought out by another company. I loved Radio Shack as they carried a great selection of materials and they knew their stuff and were willing to help.  The-Source is carrying less and less items that would be of use to me and the prices tend to be higher than ALL of the competitors. To rephrase what their web page has at the top "They don't have that" or "You can't have that".

This weekend capped off a perfect several weeks where I wanted to purchase an item.  I wanted to get my wife a simple Android phone from Virgin Mobile.  Pay for the phone up front and go pay-as-you-go.  The first place we went to was Best Buy and for five minutes we were ignored by the sales staff, I guess they had more important personal business to do rather than make a sale.  We went across the street to the mall and The-Source.  I was approached by a sales person quickly (yay) and I told him what I wanted.  He told me "They can't do that".  Excuse me?  Last year we got two Virgin Mobile phones, paid up-front and went pay-as-you-go at that same store.

It looks like I will be stopping in at the Virgin Mobile store in the downtown mall and buy a phone there and go pay-as-you-go and Best Buy and The-Source will get $0.00 for their effort and Virgin Mobile gets all of the money.  I like Virgin Mobile as they give good value for the money, very helpful when I call with a question/issue and know what customer service is!

Update 2016/03/15:

I stopped in at the Virgin Mobile store yesterday at lunch in the Rideau Centre here in Ottawa.  As soon as I walked in I was greeted and asked if there was anything he could do.  I explained I was looking for an Android phone on a pay-as-you-go plan.  No problem, he asked any specific model or price range.  I replied max $250.  He had the model in the range and allowed me to check it out.  I liked what I saw and the specs so I told him it was a sale.  A few minutes at the checkout, buying a bit of time so the wife had a few minutes call time to start with.  From the time I entered, paperwork and leaving it was max 20 minutes.  I liked the service and the attitude "How can we help you" and "We can do that".

I brought the phone home and my wife LOVES the phone.  It fits in her right hand easily and is very easy for her to use.  That is very important as she had a stroke and has problems using her left hand.  She was able to phone home and my cell phone without any problems and launched Google calendar for one of her appointments!  This is all that I wanted to get for her and two businesses lost an easy sale!

Thank you Virgin Mobile for making a simple task simple!