Conversely, why do we assume the primary purpose of our mobile handsets is telephony? Why can’t the press-and-hold shortcuts be to text my nearest and dearest, rather than call them? There are some people I text far more than I call!

UPDATE: What I really mean is that I can be sat on a plane doing email, and then when I get into the office I can flip into “talk to people” mode, and my phone rings and I have conversations with people I need to talk to in some sensible order.

> Why can’t the press-and-hold shortcuts be to text my nearest and dearest, rather than call them?

Get another phone, I guess. A number I've had allow the shortcuts to be web addresses or other things.

I was just thinking the other day that I almost never use anything to make a call (or SMS) but the logs. Something north of 95% of all my messaging (regardless of channel) is to a small group of people, so I can most rapidly find them by browsing the call or message log. There's something else to be said there, but my brain is too full to work it out as yet.

You can if you have OCS .... you need to right click on the senders name and you get the option to call, im etc.

I think not everyone wants that dynamic an experience. While it would be great for some "in-the-know" to just press the green button on the phone and get to someone the 'best way' - be it SMS, voicemail, whatever. Most people however just expect that button to work as it has always done: make a call, thank you.

Human behavior, not anything else is the thing that stops these things from emerging very quickly. You need to show something and order of magnitude better to provide for a chance of rapid expansion. (the only thing comes to my mind is Skype..)

The best way would be to do this is probably on the receiver end: if I prefer SMS to voicemail, transcribe the message for me, etc.

Martin, For some reason I ended back up at this post this morning, so I thought I'd finally comment. It is interesting to understand why the current systems (plural, unfortunately) do not expand in capabilities. I believe there are several reasons: 1) the mistaken assumption that voice is basically "live" media causes root assumptions about the voice application that make it less extensible; 2) The fact that we continually add protocols to get more functionality (which mean new applications-live voice, messaged voice, IM, email) instead of providing a single protocol that does it all with a single rendezvous; 3) the fact that we do no use the compute power of the mobile device to do intelligent processing for voice. All in all, it is that there is too much stability in the old assumptions. It is very possible to build one protocol that processes live voice like email and email like voice (or IM or Vmail or whatever), at the whim of the user. Check out http://blog.rebelvox.com/en/2009/future-communications/rebelvox-on-techcrunch/

Google Wave seems to be, at least in part, the answer to your prayers...

Hi Martin,
Check out Networker from Presence Networks. they have an Outlook add-on that enables you to check if any of your contacts are online and then click to open an IM or VOIP session with them. You can also conduct online eMeetings or share presentations etc and the service is very well priced.

Simon

Those who know me will recognise the themes: re-thinking the business model for voice using 2-sided market principles. Usual disclaimer, it’s all my own thoughts, not policy of BT.

The eComm conference starts next week and looks set to be hot. Regular pricing stops today.

The promo code ‘telepocalypse09’ which when entered on the first page of registration will take 20% off. Or simply use this link with the discount code integrated.

I’ll be providing a 15 minute keynote - but reluctantly I can’t be there in person. Off to the TV studio tomorrow to record it!

Emerging Communications (eComm) is the world’s leading-edge telecom, Internet communications and mobile innovation event built to both showcase and accelerate innovation, as well as to explore radical new opportunities — together. Tremendous change is facing the multi-trillion dollar a year telecom industry.

Telecom is becoming software; telephony and SMS revenues are likely to dry up in the long term; telephones are becoming general purpose computers; search engines and computer manufactures are encroaching into the space; a steady march is underway to fundamentally change how wireless spectrum is allocated and utilized; and the telecom kingdom is fragmenting daily.

It means unprecedented opportunity for those ahead-of-the-curve.

It’s clear that the mammoth sized telecom industry - including cellular - is in the process of being re-written. As such you either stand on the side to be written into the past or instead join with the growing community to write the future.

Opportunities have never been so great to profit from the radical restructuring or in accelerating how humanity connects, communicates and collaborates. Opportunity Doesn’t Always Knock. Sometimes It Calls… Seize it by Registering Now at: http://eCommConf.com

Lucky for BT :-)

Congratulations. We are colleagues so...

Congratulations Martin, and to BT!

Congratulations boys!

Well deserved.
Well chosen.
Great pick.

Best of luck. This means I'll see you more in London :-)

Congratulations Martin, Best of luck on the new position.

Congratulations! I'll volunteer for a ftth trial anyday if I have to ;-)

Martin - at BT you will be an asset. You and I both know that. I think it's a perfect position for you. I hope you have a successful 2009 with it. You'll be busy ;)

Congratulation Martin. I do hope you keep blogging?

Congratulations Martin!

BT needs someone to wake them up!

I’m backing up our home PC to Amazon’s S3 cloud service. After all, what’s the point of a removable hard drive backup when it’ll get destroyed in the same house fire or stolen in the same burglary as the main PC?

It’s been going since early evening yesterday, so about 16 hours. 3% done, 21 days to go. I think I’ll be leaving the PC on for a long, long time.

Note that I don’t even have a video camera, it’s mostly just seven years of digital photos. Anyone with precious memories of their children growing up can’t easily upload and share them with their families.

Nice ISP plan when you shove up 50 gig+ without concern ;)

And to think I thought I had another two years to come up with a reason why she can’t have one…

I was just a little luckier than you! My daughter first asked about having her own phone at the age of 7, but we were able to hold her off for 2 more years :)

The rule in our house is you have to be 11 and in High Scool to have a mobile. Own PCs come in the last year in junior school although my 8 year old often scoffs at my wife's lack of PC skills and yearns for his own. There are 6 of us with 5 PCs between us.

Be firm. Don't let the rest of us down or we will all end up buying them for kids in the cot.

Interestingly I went to the panto in Lincoln this year and the three kids up o nthe stage (aged 9, 9 and 6) got laptop, ipod touch and Nintendo DS respectively off Santa.

See you in San Francisco on 3-5 March!

First, I’m reading a bedtime story to my kids. Maybe I’d like to share that experience with other members of my circle of nearest and dearest. I could easily plonk my mobile in front of me and call them on speakerphone. But I don’t for fear of using up these valuable ‘minute’ things on a Sunday evening. Rationed scarcity, not abundance, driven by termination fees.

Second, instead of ‘Push to talk’, why not ‘Push to listen’. Let’s say that I’m happy to allow selected people to listen in (for up to 30 seconds, perhaps) on what’s going on in my house before calling. Then they can judge whether it’s in the middle of a behavioural meltdown among my offspring (“It’s MINE; no SHE TOOK IT OFF ME!”); or maybe it’s so quiet the younger one just must be asleep. Each such instance of listening in is notified to me, and furthermore the audio is recorded and sent to me so I know exactly what was heard. It’s presence, Jim, but not as we know it.

Haha, 'push to listen' - interesting concept, it's like an audio presence, like a reverse twitter, or more like a reverse spinvox... maybe I should develop an android client that responds to sms: you could tweet or sms "ptl" to me and get audio back, or a transcript of the audio.

with push-to-talk, though, you first have to accept the 'talk'. But first accepting the 'listen' at push-to-listen kind of defies the concept....

You would pre-approve access to selected people.

Brilliant, as always.
Thanks again for the joke too, Martin.
(The diggers looking and finding nothing so they discovered the past tribes had wireless, as oppossed to those diggers who found copper)
Dan

'Push to Listen' ... funny. I can just picture it. The moment we do this people start dropping in just to see what is going on... with absolutely no intention of calling you. I can see my mother doing it a few times a day. Are we feeding her grandchild? ... and then the call: "Why aren't you feeding him?" "Why can't he have one more jelly bean? Just one more."

So I’m now up and running with my splendid USB modem whizzing along on my train at speeds in excess of, well, half a French train’s speed, and eliminating the few remaining cells in my inner ear with some Aphex Twin.

But here’s the rub.

How come these modems have a splendid button to press on the screen labelled “Connect”, but never one that says “Connect and bloody well stay connected, as even my dial-up model could automatically reconnect when it lost contact with the cyberworld”?

HSDPA = Has Some Dropped Packet Annoyances

Still, it’s better than the National Express Wi-Fi that insists on randomly replacing the content of your browser tabs with the same annoying splash screen every 20 minutes (which is about how long it takes to load a page anyway).

Hey, if you use wvdial to control it under linux this doesn't have to be a problem.

Time to complete: 1-2 days for 3Gb.

Or to put it another way, I’m going to have to wait a month with my DSL line working flat out 24×7 to backup my 30Gb of family photo photos online from my home server.

And they say there’s no demand for fibre? Well, I’m not alone in disagreeing.

I understand the point that you want to make but in this case the online storage service should really be smart enough to check file hashes and understand that you are just moving files around and not deleting old files and uploading new files.

Even with fiber uploading 30GB is a pain.

Glad you like Jungle Disk...now don't you wish you had my wife's 50 meg symmetrical fiber connection.... :-)

She uses JungleDisk and the SureWest fiber access which costs $200 a month to upload her patients charts and her medical notes. Sure makes it easy when her husband is always buying her a new computer....she just got a Acer Aspire One and an Asus 901 XP as well as a few Linux EEE PC's for the office...her favorite is the Dialogue FlyBook V5...of course, it's also the priciest.

I used Jungle Disk but found it to be very slow. I now use Dropbox which is much faster and genius at syncing across PCs - I often move stuff around and it copes with this perfectly happily...

Their splendid new IVR system allows you to do voice recognition.

You have no idea how much fun it is trying to navigate this system with two over-excited screamy kids in the background.

“For an account representative, say ‘representative’”

“Daddy, Daddy, she took it off me!”

“Thank you, please select a bill payee”

“Kids, BE QUIET! I’m on the telephone”

“I’m sorry, I didn’t recognise that payee, please try again”

Somehow, I don’t think this is a technology that’s quite reached the maturity level needed…

Anyhow, I’m about to write a report on the call centre of the future, so a few things of note.

Firstly, there was zero integration of the web and telephone experience. You get a popup saying “this sort code is not valid”, and that’s it. If you’ve got an objection to their exception, you have to start again via another channel, with all the 16 digit numbers and PINs and announcements about lost or stolen cards. It’s when things go wrong that customer loyalty is established — or destroyed.

The next thing was a more philosophical problem that seems to afflict contact centres, which is “the customer is always wrong”. Sadly, Citibank doesn’t seem capable of maintaining a list of valid UK sort codes. Empower your employees to correct these mistakes — for example by being able to override exceptions or wonky business rules. Otherwise, the customer gets mad. And you never get to find which business rules are bunk.

In telcoland, the fiendish complexity of tariffs, combined with the IT madness of bundling, guarantees a nightmare for customers. Combine that with disempowered care representatives, and an attitude of “the computer says ‘no’”, you’ve got a lot of churn. How come telcos can’t eat their own dogfood here? We sell voice, messaging, and web access — just don’t ask us to use them together… This contrasts with my experience last night with emusic.com, where I could quickly have an IM session with customer support.

I can imagine how the web browser could be re-engineered to support a two-sided market here. Would Citibank be willing to pay Google (yeah, I’m hooked on Chrome) to set up a voice call to my landline/nearest phone, and to share what’s on my screen in a highly secure manner? Possibly, yes. Sadly, few people think about how their communications products can be re-engineered to facilitate B2C interactions. Check out a few of my old ideas on Skype to see where I think they screwed up here.

Another example of how silly business rules lose customers: I phoned T-Mobile to ask if they’d do me a good deal on a voice plan with mobile broadband. Apparently as I’m a SIM-only postpaid user, who merely sends them about £50 (US$90) every month, and never has asked for a subsidised handset, I don’t qualify. No problem, 3UK were more than happy to accept my business. What if, instead, the rep was empowered to judge my customer lifetime value, and place his bets accordingly? A year later, his bonus would be based on my profitability as a customer given the deal he offered me.

This all reminds me of the battles between cost accounting and throughput accounting, which underpins lean production ideology. Cost accounting focuses on all kinds of intermediate stuff, with various made-up and backwards-looking numbers. Throughput accounting discards most of the numbers managers typically rely on, and only cares about what really matters — which is value to the end customer. Any contact centre that measures things like “time per call” is immersed in this cost accounting madness.

So today I got angry when the agent at the other end followed the script and told me to contact the other bank to check the sort code was valid. Those who know me can tell you that it takes a lot to turn everyday placid Martin into mad Martin. Indeed, I’m sorry to have to report that — for the first time ever — I lost my cool with some poor lady in an Indian call centre. If she was incentivised to retain my custom, I suspect the word ‘sorry’ might have entered her head. Instead, she stuck to the script.

So as a simple money transfer is beyond Citibank’s capability, my closing words of “no, I’ll take my banking business elsewhere” will be turned into action. I’m terrible at choosing banks — my business bank, The Co-operative Bank, is utterly hopeless. So if anyone can recommend a solvent, competent UK retail bank (assuming such an entity exists) do let me know!

UPDATE: Ooh! A nice, apologetic man from Citibank has given me a call. You know, all you have to do is treat the customer as a human, and not a moron. The sort code problem is not theirs (or mine — blame Nationwide Building Society), but the customer care problem is.

So much wrong, so much to do. :) How simple to just go "too much noise - go to DTMF"; your sort code issue just needed to know who you were at the end of the day, so we are back to your issue of deep authentication; aaaaand when something is going wrong with the process, stop, and go to a live agent. Oh and did I mention that you should be able to do all that with a pop up click-2-call, with the context of your forwarded as a "call whisper", i.e. the information gets forwarded to the call centre, from the screen session, so that you don't have to go all over that again. This stuff is here today, I know, our company does it. But there is so much more that can be done by thinking more about how online and offline will mesh together.

At least you don't live in Holland. Read this for a laugh, and a cry (too long to repost):
http://catless.ncl.ac.uk/Risks/25.34.html#subj7

Ouch!

No, let’s do that again. This time without the faintest hint of a joke.

Man walks into a 3UK retail store on Princes Street in Edinburgh.

“I’d like to buy a prepaid mobile broadband SIM card please”.

“I’m sorry, but we don’t sell those.”

How do they stay in business? I want to know the secret to making money without sales! Just don’t expect me to blog it when I find out…

Martin

There were many answers to that questions here in New York/Wall Street in 1999. The key is to cash out before they catch on.
db

Footnote 67 from T-Mobile UK’s business pricing brochure [PDF] on their roaming charges (no, please don’t ask why I’m spending Sunday evening reading this stuff):

Any undelivered text messages will be charged at 30p.

Says it all really, doesn’t it, about the telecoms industry’s attitude to the people who pay the bills.

Isn't the same mentality of that grreat customer service organisation Royal Mail who charges extra to you the receiver for post you don't know or want (that is if you're dumb enough to go to the post office and pick up that underpaid post)

wouldnt mrs reding love to know that!

Has to be the same rationale at play here as with bank charges: because they can. What's the cost to the PLMN? I remember when SMS was completely free on Orange...

This roaming charges racket has to cease. Putting in place painful traps for the customer ultimately benefits nobody. I don't recall being told we were at war. I'm tired of being on guard. We're all tired.