Easy Does It

Back in the present today, for a look at some software that I was wrestling with yesterday. I often whine about issues with free software that is hard to use or configure or that crashes messily. But it's rare for me to complain about commercial software. I'd hate people to think that was because commercial software is better when the real reason is simply that I avoid using commercial software as far as possible. But yesterday I spent some time with three of Atlassian's products (for which I have the cheap Starter Licenses).

Why? There are times when friends tell me I should use the Atlassian software rather than wasting my time with less-capable or otherwise deficient free software and I finally thought I'd combine two things by contributing a few dollars to the charity that Atlassian supports and trying out their software.

I downloaded Confluence, Jira and GreenHopper and installed Confluence first on a bare Ubuntu box. Along the way, I carefully followed every step of the instructions, including installation of additional software packages that were required. I configured a brand new MySQL installation as instructed. Then I started Confluence and began to step through its config screens per the instructions. Somewhere along the way, I encountered an error with an insane diagnostic.

Always willing to assign blame to myself in the first instance, I blew away the entire installation and began again. Again, I was meticulous about following the instructions. Again I got the same error.

I mention my following the instructions because this is a big deal for me. I'm one of those sad people who reads the owner's manual for a new car or a new mouse from cover to cover before using it, even though there is virtually no chance that I'll learn anything from my reading. But I am confident in my ability to follow written instructions perfectly. When I can't get a piece of software to work after carefully following the instructions, the problem is with the software. The instructions are part of the software, which is why I say the problem is with the software.

I'm sure I could probably get somebody at Atlassian to step me through the setup for Confluence, but I'm not interested in doing that. I've learnt all I need to know. That means that I won't use any of the Atlassian products, nor will I suggest that other people try them. I'm really documenting this here so I can point to it any time somebody suggests Confluence or Jira to me in the future.

Coles Puts Customers Last

For ages now, all the Coles supermarkets I use have had a nice simple EFT setup. While the cashier is scanning your purchases, you could swipe your loyalty card if you had one and you could swipe your credit/debit card and select your account. At the end, you could quickly enter your PIN, wait a few seconds for the receipt to be printed and be on your way.

Today, the local Coles introduced a new "improved" system that finally took into account the chip on your debit/credit card. And, at the same time removed the little bit of streamlining that everybody has become accustomed to. You can no longer do anything with the card reader until the cashier has finished, and you can't swipe your loyalty card at all—that difficult task is now reserved to the cashier. So you wait, then you insert your card, then you wait until the machine is ready, then you select your account and wait a bit more. Finally, you get to enter your PIN. This all adds a noticeable delay to the checkout process.

Coles, it's not an improvement at all and there's just no excuse for it.

Is Oracle the new SCO?

I avoided Java for many years, partly because I thought it was a failure in language design and partly because I found Sun's tight control disconcerting. I avoided Solaris because of Sun's tight control and because there were plenty of satisfactory alternatives.

When OpenSolaris appeared, I began to experiment with it. It still felt risky, but operating systems are much easier to change than the languages you use to create software with, so the risks seemed acceptable. When Sun made moves to open Java up, I began to consider using it or, more likely, other languages that built on the JVM.

Then Sun fell in a hole and I put things on hold. I had some hopes for a takeover by IBM, based on my belief that that they might continue the Sun stuff of interest in a way I could live with. That might have been unduly optimistic, but is now irrelevant. IBM went away and Oracle stepped in. Oracle is not a company I have ever admired in any way and it is run by a man I find even less admirable than Bill Gates. But many analysts, who claimed to have better sources of information than I have, seemed to think that Oracle would probably continue with OpenSolaris and would certainly nurture Java.

Now it appears that OpenSolaris is dead. And Larry Ellison has decided to tackle Google over Java. I have no idea how that will unfold. I do know that Google have the money to withstand a legal challenge. I'd like to see Oracle do a SCO and collapse under the legal mess, although I fear that they might survive. I am certainly going to avoid OpenSolaris and Java for the next few months or years. I'm also starting to think about alternatives to OpenOffice. I'd love big Oracle customers to announce that they are going to walk away from Oracle because they can't rely on Oracle's ability to survive.

At least database technology is pretty much a solved problem and alternatives to Oracle exist and others can be created. So it will be possible for people to drop the Oracle database money pit. Getting everybody to walk away from their Java investments will be much harder, but I'd like to see people considering that too. At least I have nothing to lose, having no investment in either Java or Oracle. But I will be cheering for anybody who helps to cut the ground from under Oracle.

Foursquare Privacy Fail

I've been seeing a number of friends take up with foursquare and I've seen quite a few mentions of their service in the blogs, so yesterday I thought I'd have a look at it and signed up. Bad timing. They chose to get embroiled in a story of a privacy policy that describes something quite different from what they deliver.

That's not the bad part. All of us make mistakes. Rapidly-growing startups probably make more than most. I like it better when people don't make mistakes, but I can live with it—unless it's a matter of life and death. And I can live with the mistakes if the same people don't make a point of repeating the same mistakes all the time.

The thing I can't abide is people and businesses who make mistakes and refuse to admit them or try to conceal the mistakes from the affected people. A recent story in Wired claims that Foursquare Puts Money Before Privacy and backs that up with plenty of data. Read it.

I'm getting sick of companies that don't even pretend to care about their customers and my policy has hardened in past few months. I had already cancelled my Facebook account because of their behaviour—not that you can cancel with them. They just treat you as if you're having a little time out and maintain your account regardless. Major fail. I'm not planning to do anything with foursquare now.

What's Wrong Here?

Recently, I needed to contact the service department of a local car dealer. Knowing that I could instantly put my hand on the previous service invoice from them, I grabbed it and saw a little box that said "BrandA service" with a phone number. I rang the number.

It rang for quite some time and was eventually answered by a receptionist who said, "Good morning, FooBar Motors, how can I help you?" I asked for the BrandA service department. She said, rather impatiently, "Which dealership?" Not expecting that question, having got the number from that dealership's invoice, I hesitated a moment. She then said, "SuburbM, or SuburbN, or SuburbO, or SuburbP?" So I said I wanted SuburbM and went through the wait for the next receptionist to answer.

Again, I heard, "Good morning, FooBar Motors, how can I help you?" I was on top of things now, so I said I wanted the SuburbM service department for BrandA and quietly congratulated myself on having short-circuited at least one step in the process. The next receptionist who answered said, "Good morning, FooBar Motors, how can I help?" I imagined I was talking to the right person now, so started to ask my real question. She interrupted and said, "Are you after the service department?" I admitted I was, and waited once more for the next receptionist in the stack to answer.

FooBar Motors have many signs posted up in the local premises talking about how seriously they take the issue of providing great customer service and, as a matter of fact, the people who you meet face to face there are polite and helpful. But the pain of ringing them is really a bit much.