The natural human communication method of choice is voice. It’s

efficient, quick, and intuitive – the problem is that computers have had a very tough time understanding natural human speech, until a few years ago

anyway. We’ve all Read the rest of this entry »

This is a piece that I wrote for Support World Magazine, due out in the Nov/Dec 2007 issue – see the request, and

my response below…

 Mobilizing Your Service Desk

When it comes to supporting the IT infrastructure,

IT service personal in the field often have limited or no access to their company’s help desk or CRM applications/systems.  With the onset of mobile

gadgets such as blackberries, cell phones, Read the rest of this entry »

How many ways do we need to let people communicate with us? I

counted up the number of ways people currently have to get in touch with me, and I was shocked. These are just the ways people expect to have instant

communication with me:

• office phone
• mobile phone Read the rest of this entry »