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Businesses

Unpaid Contributors Provide Corporate Tech Support 221

Hugh Pickens writes "The NY Times writes about Justin McMurry of Keller, TX, who spends up to 20 unpaid hours per week helping Verizon customers with high-speed fiber optic Internet, television and telephone service. McMurry is part of an emerging corps of Web-savvy helpers that large corporations, start-up companies, and venture capitalists are betting will transform the field of customer service. Such enthusiasts are known as lead users, or super-users, and their role in contributing innovations to product development and improvement — often selflessly — has been closely researched in recent years. These unpaid contributors, it seems, are motivated mainly by a payoff in enjoyment and respect among their peers. 'You have to make an environment that attracts the Justin McMurrys of the world, because that's where the magic happens,' says Mark Studness, director of e-commerce at Verizon. The mentality of super-users in online customer-service communities is similar to that of devout gamers, according to Lyle Fong, co-founder of Lithium Technologies whose web site advertises that a vibrant community can easily save a company millions of dollars per year in deflected support calls' and whose current roster of 125 clients includes AT&T, BT, iRobot, Linksys, Best Buy, and Nintendo. Lithium's customer service sites for companies offer elaborate rating systems for contributors, with ranks, badges and kudos counts. 'That alone is addictive,' says Fong. 'They are revered by their peers.' Meanwhile McMurry, who is 68 and a retired software engineer, continues supplying answers by the bushel, all at no pay. 'People seem to like most of what I say online, and I like doing it.'"

Comment Re:The Armada Christened Invincible (Score 1) 430

:) I just enjoy the debate.

To say the defeat of the armada was circumstantial is overlooking the tactics at work. From http://www.historybuff.com/library/refarmada4.html

"While the Spanish Armada battle itself was not decisive, it nonetheless did serve as an inspiration for future English sailors and naval commanders. The English had successfully managed to defend their coastal waters, using clever tactics and a well-prepared defensive navy to scatter a Spanish attacking squadron. Drake himself became a prototype for future English naval captains, and his example inspired the leadership of other renowned commanders like Horatio, Lord Nelson during the Napoleonic Wars"

and from http://www.tpub.com/content/administration/12966/css/12966_11.htm

"Ignoring a chance to attack the English off Plymouth, the Spanish sailed on up the Channel while the English pecked away at them. Although these attacks did little damage, they induced the Spaniards to fire all their heavy shot with no telling effects on the English. When the Spaniards anchored in Calais, the English forced them out by floating several burning hulks down on them during the night. The next day the combined English and Dutch fleets attacked the Armada and might have crushed it had they possessed ample powder and shot. After this upsetting blow, the demoralized Spaniards fled north and rounded the British Isles to the Atlantic. There, storms nearly succeeded in finishing what the English had started."

But I take your point - British power at the time really was quite small, and the Spanish, with their pieces of eight, continued to be a massive naval power for a few good years.

Thanks. :)
The Courts

SCO Says IBM Hurt Profits 174

AlanS2002 sends in a link from a local Utah newspaper covering the SCO-IBM trial. The Deseret News chose to emphasize SCO's claim that IBM hurt SCO's relationship with several high-tech powerhouses, causing SCO's market share and revenues to plummet. "[A]n attorney for Lindon-based SCO said IBM 'pressured' companies to cut off their relationships with SCO. And 'the effect on SCO was devastating and it was immediate'..." As usual Groklaw has chapter and verse on all the arguments in the motions for summary judgement.
Security

US Planning Response To a Cyber Attack 359

We've all heard of Google bombing; the US Government may be taking the expression rather literally. Planning is now underway across the government for the proper way to respond to a cyber attack, and options on the table include launching a cyber counterattack or even bombing the attack's source. The article makes clear that no settled plan is in place, and quotes one spokesman as saying "the preferred route would be warning the source to shut down the attack before a military response." That's assuming the source could be found. From the article: "If the United States found itself under a major cyberattack aimed at undermining the nations critical information infrastructure, the Department of Defense is prepared, based on the authority of the president, to launch a cyber counterattack or an actual bombing of an attack source."

Windows Servers Beat Linux Servers 709

RobbeR49 writes "Windows Server 2003 was recently compared against Linux and Unix variants in a survey by the Yankee Group, with Windows having a higher annual uptime than Linux. Unix was the big winner, however, beating both Windows and Linux in annual uptime. From the article: 'Red Hat Enterprise Linux, and Linux distributions from "niche" open source vendors, are offline more and longer than either Windows or Unix competitors, the survey said. The reason: the scarcity of Linux and open source documentation.' Yankee Group is claiming no bias in the survey as they were not sponsored by any particular OS vendor."

Comment High "school" (Score 1) 650

The budget at the high school I just finished graduating from is rather telling: last year there was a ~$6 million capital campaign to enlarge the arts wing and upgrade the stadium. Building a nice arts wing is a good thing. Things are learned. But well over $1 million went into the damned football stadium. Now we've got synthetic grass and a three story press box building. This facility gets most of its use during the fall, and that's just to watch some mediocre teenagers throw a ball around and beat each other up.

If you walk through the math/science building, there is an interesting dichotomy. The teachers that teach the smart kids are awesome, but those that teach the dumb kids, particularly in the math department, absolutely suck. Instead of dumping all that money into athletics, why not pay for academics first? Maybe we could even teach something to the jocks.

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