Saturday 25 May 2013

Wishing (I had a Photograph Of You)

If you do the Twitter thing, follow me at @hotpixUK
or LinkedIn here uk.linkedin.com/pub/tony-smith-bsc-hons-acih/a/979/351/

Are there any users of Yahoo Flickr out there? A lot of my work contacts take photos and many are on Flickr. I have been on there for about 4 years. If you are unfamiliar with it, Flickr is a photosharing website angled towards a photographic community. People on there know me as HotpixUK and I have nearly 6,500 followers and have had 1.5 million views on my 1,055 images.  I take my photography seriously and Flickr allowed me to make friends around the world, share techniques and tips etc.

It is a community of people bonded together by photography and few of my contacts I know in real life. Most I will never meet as they are in Iran, Argentina, India etc. It was a very clean and minimal user interface. Like a gallery. I pay £15 a year for a Pro account with stats and no ads.

If I go to The Tate, The Photographers Gallery in London, Bluecoat in Liverpool, Cornerhouse in Manchester, Ufizzi in Florence or the Louve in Paris, we see images/paintings/photographs surrounded by lots of wall or white space. That's how those things are best appreciated. There’s generally a caption telling us about technical or image details. Flickr previously focused on the image, caption, comments on it, groups it may have been added to and sets that the photographer organised images into.

I have completed a number of projects over the years and organised them into sets. I have one of the homeless winter night shelter in Warrington - http://www.flickr.com/photos/hotpixuk/sets/72157622888049236/ , various numbers 0-30 http://www.flickr.com/photos/hotpixuk/sets/72157629892831953/ and Edinburgh Festival Performers http://www.flickr.com/photos/hotpixuk/sets/72157631463655258/ among others. I am proud of my images and quite keen to show them off to anyone who might appreciate it.

Change is a constant and I am an agent of change. I am constantly involved with helping change systems that people use and the processes they use. Change generally is worth doing if it saves time, effort, adds efficiency, improves things. They work best if the target audience are part of that process and over donkeys years have had this confirmed, time after time. This prototyping enables tweaks to what is being proposed before we are ‘pre-maturely’ physical. That phrase sticks in my mind from my old lecturer at Manchester Poly, Ian Beeson. I think he eventually ended up at Bristol University Of The West Of England. Get in touch mate if you read this!

A design project I have involved with recently has involved lots of prototyping with wire-framing (maybe more on a future post on the attractions/benefits of that) and that effort will drastically remove doubt and slash development costs. I saw that myself with a HPM (Housing Process Management) project at my old MIS-AMS shop with ActiveH. 15 months of discussion and only 9 months of development got us 90% to where we needed to be. More jaw-jaw, not code-code (adapted from Churchill). 

Anyone who knows me will perhaps confirm that I am a bit of a ‘sponge’. Sit me near any customer, employee or user and before long my curiosity will mean I ask and try to understand the context in which people work. What they need, what’s important to them and who they are, what they feel. Only by knowing that, can something (a product, software, service) can be shaped around them successfully. There needs to be a channel of trust too. For me that was my mobile number. If any customer of mine was dissatisfied they could phone me directly, any time of day. I still do it today. I doubt if any other customer of a HMS (Housing Systems Supplier) has a direct line to their system suppliers director, and could rely on fast action to resolve issues via it? Customer relationships are the keystone to successful systems.

Yahoo did a radical redesign change to Flickr this last week on a Monday Night with no prior notification or seemingly understanding of their customer base. A help forum thread at http://www.flickr.com/help/forum/en-us/72157633547442506/ shows the extent of the response to this upgrade. Thea Lamkin, lead on the thread (http://www.flickr.com/photos/thealamkin/8744800801/ ) has tactfully disabled comments, as the only ones expected are negative ones.

Spookily enough she was clever to do this as over 24,000 Flickr users (so far as at 24/05/2013) have shared their opinion on how they feel about the recent ‘upgrade’. Unfortunately 98% of feedback has been less than complementary. For some reason the tempting carrot of 1TB of free (yep free, really free, like Wild Willy Barrett) didn’t calm the backlash. Tackling that one, anyone with even a slight photographic skill, will probably not want people stealing their shots on the net. So like me they probably post small watermarked versions with high JPG compressions (5 or 6). 1TB would only be useful if I could upload RAW format, which I can’t. Therefore a free TB makes a great headline, but is worthless to 99% of Flickr users.

No users to my knowledge were warned this was coming or had the chance to provide feedback of any kind. The new layout is very much ‘montage of images’ which is slow to load. There is limited emphasis on comments and sets, one of the keystones of what I found useful and other semi-serious photographers. Many of the forum comments describe how Flickr has been transformed to a Facebook timeline style. In many ways Flickr has chased the FB way. Surely though, if photographers wanted to post on Facebook they would be doing that already? Well I do, but rarely serious stuff that I want to share with a very different audience on Flickr.   

Worse than not telling folk, Flickr (and Yahoo) are not now listening either. Apart from above mentioned irritations, pages now take an age to load (at least here on my ADSL line in Warrington, Cheshire, Old England). I am not in silicon glen or silicon roundabout, so not seeing lightning downloads on my devices, I am afraid to report. Customisation options are not available either like in the past. I cannot have a gallery type view with white space or easy and fast to navigate thumbnails.Yahoo knows best.

I am acutely aware that we all need to turn a dollar. I visited the USSR in the 1980’s and inter-railed Prague, Yugoslavia & Bulgaria in the soviet era and accept that capitalism is not perfect, but can and does work, if we tackle it in a caring way. If Yahoo are needing to move to an ads model for all, just give us pro accounts for free, give us an ad in the top right hand corner and some stats. If we click through we make the 30p for Yahoo. For goodness sake though, don’t mess with the mechanisms proper photographers use on the site, like sets, notes, comments, tags, white space etc. Don’t bother suggesting you are building massive data centres Yahoo either, to give us all 1 TB. As your bean counters will already be aware, only 0.02% of Flickr users might find that useful.

A very revealing insight into the lack of understanding of Yahoo’s Flickr customers is to be seen right here:
Asked at a Yahoo press conference on May 17 2013 whether Flickr would be "shuttering" its Pro accounts, CEO Marissa Mayer said that she wanted "everybody to have professional-quality photo space", and that "there's no such thing as Flickr Pro because today, with cameras as pervasive as they are, there's no such thing, really, as professional photographers". In response to "outrage" from professional photographers, Mayer apologized via Twitter for wording her answer "terribly", saying that she was referring to the changes to Flickr's storage space and the number of photographs that people take.

I find that quite insulting. I sell quite a number of images. 90% of people roaming the streets with an iphone, Galaxy or whatever who upload dozens of images a day, could never produce that type of stuff, or have images published.
Its ignorance. Understand your customers and you understand your product Marissa.

I am happy moving on however, search for ‘HotpixUK’ on Google and I am sure you will find me. Let’s see if Yahoo wakes up to the mistake that they have made here. There are plenty of Flickr alternatives more focussed to photographers, I will mourn the loss of my valued contacts, but here are some of the more tuned in alternatives:

http://www.technewsdaily.com/18170-3-flickr-alternatives-for-disgruntled-photographers.html
http://www.ipernity.com/apps/gm
http://www.smugmug.com/

I was so happy with Flickr up to last week, but now I find myself looking seriously at other places. Yahoo may becoming the 21st century version of Lycos, Flickr like Geocities. The moral of this blogpost is respect your customers. Remember we have two ears and only one mouth. More listening is what we are made for. Get into your customers minds, understand their needs, fears and aspirations. If you don’t, you may be toast. Little more than a footnote over at the internet archive, that's where you are heading Flickr, I am afraid.





You can link with me on LinkedIn here - uk.linkedin.com/pub/tony-smith-bsc-hons-acih/a/979/351/ It would be great to connect !

A Flock Of Seagulls - Wishing (I had a photograph of you).


(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009

PS As usual, if there are subjects you might like me to tackle on this blog, please get in touch and let me know!

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Monday 13 May 2013

Best In The (Housing) World

If you do the Twitter thing, follow me at @hotpixUK
or LinkedIn here uk.linkedin.com/pub/tony-smith-bsc-hons-acih/a/979/351/

While doing some work at one of my customers the other day, during a spot of downtime I had a look at the Housing Technology IT Supplier Review 2013. I don’t know if you caught this, if you are in Housing IT I am sure George Grant emailed you to let you know it had been completed.

Two results that made me smile were the areas where my old shop MIS-AMS came top of the pile; CRM and Asset Management. In some ways I was not surprised as that's two modules and application areas I know like the back of my hand. Also I had a lot of involvement in the design, implementation and customer facing aspects of getting those two modules right. They are pretty good to be sure (as I recall two of the Irish customers telling us), but seriously are they that much better than specialist offerings?

MIS-AMS ActiveH comes out way better than Microsoft Dynamics CRM. Surely is that not cream of the crop, supported by one of the world’s leading desktop software authors? MS Dynamics CRM did score highly on value for money, but then surely it should be, due to volume discounts and the like. So did the respondents skew the results? Strangely I had this conversation with an old colleague at another housing management systems supplier later in the week. I didn’t think so.

The differences boil down in my opinion to that old chestnut integration and look and feel. Adding Dynamics CRM or maybe Civica’s Contact Manager to a vertical market set of modules, such as a HMS provides training and significant integration issues. Out of the box costs are quite low, plumbing it all together is where resource, frustration and compromises slip in. So I am not surprised that bespoke CRM integrations score currently below out of the box CRM with all its links with Rents, Repairs, ASB, Web Portal, Planned Maintenance, Service Charges, Care, Development and Financial modules. Microsoft Dynamics CRM has come a long way from its original ‘bag of integration tools’ approach of a few years ago, but for most I don’t think it’s quite there yet.

Asset management is another mystery area. How on earth can a generic asset management module from the smallest player in this sector score higher than a specialist module such as Keystone, built by a team of ex-surveyors around housing needs? If I were Keystone I would be a bit worried. If I were Promaster or PIMSS I would be calling a working party to ask why on earth that might be.

If you are an ICT manager reading this or an Asset Manager, you can probably guess why the responses looked like they did. What are your day to day difficulties with your modules in place? It’s probably lack of or inconsistent integration, maybe a silo style approach which does not bring the main organisation into the orbit of asset management. Visibility counts for a lot when your housing officers are on the scheme and cannot answer basic asset orientated queries. Off-shore islands of data held in a separate asset management system (some even in a foreign database that has difficulty talking to your main ones) are not conducive to efficiency.

Opportunities to integrate well with voids, planned works, response repairs both ways are laborious, unreliable and often just abandoned for just that reason. I would guess from experience that Keystone is the best integrated of the respondents, hence it’s up there near the top. The Capita (old IBS) module deserves to be up there too. Obviously with Capita or MIS-AMS ActiveH, integration consists of setting the right parameters and code tables, not calling in the plumbers!

No-one should take any of the above as an endorsement (...other HMS & bolt on modules are available, all trademarks acknowledged etc..). The choice is always down to organisation needs. Just because it works in one RSL does not guarantee it will work in yours.

If you have a badly performing Assets or CRM module, get in touch, you know where to find me!


You can link with me on LinkedIn here - uk.linkedin.com/pub/tony-smith-bsc-hons-acih/a/979/351/ It would be great to connect !

Dr Feelgood - Best In The World.


(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009

PS As usual, if there are subjects you might like me to tackle on this blog, please get in touch and let me know!

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Friday 3 May 2013

Private Universe

If you do the Twitter thing, follow me at @hotpixUK

or LinkedIn here uk.linkedin.com/pub/tony-smith-bsc-hons-acih/a/979/351/


It was very interesting on the 1st May to see how pruned down the Universal Credit (UC) trial has become. Day one of what was going to be a representative test of the new IT and back office systems for six months has been reduced to a very restrictive test in Ashton-Under-Lyne, borough of Tameside, Greater Manchester. To their credit as plucky northerners, they have already thought about internet access for claimants, at libraries and the town hall.

Ashton-U-Lyne you have your 15mins of fame.

Having grown up in social housing in the Glossop area I was familiar with Ashton, long journeys on the (far from express) 236 (formally the no 6) and 237 bus  which passed through it. My first job took me close to Ashton old road too at GEC Higher Openshaw (lovingly called the Go Easy Club). That part of east Manchester had been by-passed from much of the regeneration going on elsewhere. My fathers brother, my uncle Arthur lived there in Pennel street. When my Auntie Gladys died in 1999 their two up, two down terraced house fetched just £8K. So it is an area with some deprivation.

Times have changed though, for the better. My auntie and uncle missed the Commonwealth games at the stadium and its conversion to The Etihad, also the Metrolink extension up to Oldham is trickling wealth eastwards. It’s a place where a new system could be tested as all human life is there. The funny thing is that it’s not actually happening that way.

No more than 300 people will be processed over 6 months on this system. Only straightforward stuff, nothing complicated, single people, no children or dependence, no care responsibilities, no homelessness, everyone must have a bank account and a valid NI number. Almost certainly this will be a resounding success. If it isn’t, the IT development so far has got to be absolute pants. Well no-one is stretching the testing here and just as well, there has been four different directors overseeing the IT development in the last 6 months. I think this reveals what a hot potato this one is. You would think they would be thinking outside the jacket then?

Well seemingly not. This trial will test only the simplest group and only a minuscule number of them. Is this usual IT system testing practice? Not at any company I have ever worked at. The ‘use cases’ I have always worked with have always been the most complex we can devise. You learn quite soon that if you don’t start there, your system designs are guaranteed to fail. 

This £550M IT project has had its challenges, see http://www.theregister.co.uk/2013/03/11/universal_credit_project_director_hilary_reynolds_replaced/
There are some interesting links at the bottom of that page too.

The Guardian on day one of the trial had this to say:
If the quality of the spelling on the first page of the universal credit online application offers any insight into the overall readiness for the launch, then it is tempting to speculate that preparations were somewhat rushed.
The first step of the claim form for the government's flagship welfare reform initiative, billed as the biggest change to the benefits system for 60 years, invites people to input a security code, "separating" each word with a space.

Probably more a reflection as to the country that the software was written, maybe Vietnam, India or Russia.

The whole point of a successful pilot is to try the new system in a number of regions (the initial intention) and use that as an opportunity to learn. With the hindsight of experience, I would guess that many of the real-life complex cases that occur have not yet been designed into the system or not yet delivered. Hence the charade of a micro test in Ashton-Under-Lyne. As mentioned, IDS will surely be able to declare this trial a “complete success” in October when it’s planned to be in the can. It’s doubtful though that anything that falls out of the ‘strictly normal’ can be validated in this box ticking exercise.

In my experience when you gloss over detail or problems it bites someone on the bottom before long. It might be an age thing, but I do like this stuff all coming out (or sometimes looking for it) up front, rather than finding it later and having all the stress of that. Failure to do it costs someone money, fills the pockets of consultants and suppliers. This time it will be the taxpayer picking up the bill, not politicians or the DWP, for badly specified, tested or implemented Universal Credit IT.

So it will give me no pleasure to see this fail, as I (and you my friend) are paying for it.


You can link with me on LinkedIn here - uk.linkedin.com/pub/tony-smith-bsc-hons-acih/a/979/351/ It would be great to connect !

Read on to : Life In the hacked Lane

Crowded House - Private Universe.


(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009

PS As usual, if there are subjects you might like me to tackle on this blog, please get in touch and let me know!

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