Carl T. Holscher fights for the customers.

Category: Observations Page 20 of 89

People walking on the steps of the Lincoln Memorial looking towards the Washington Monument.

Little girls can grow up to be President

My wife and I watched Bill Clinton’s speech last night at the DNC. We watched on CSPAN (which you can watch free at CSPAN.org). They carried all of the speeches with none of the commentary. It was refreshing to watch people speak without a commentary track added. I was tired of the Crooked Hillary rhetoric. I was tired of the talk of emails. I was tired of hearing everyone tell me what I should think about Hillary. It was time to hear what her spouse said about her (and what she has to say for herself on Thursday). Bill painted a portrait of his wife as a hard-working, child crusading, relentless agent of change across decades, state and international borders.

In her capacity as litigator and legislator, she has worked for people. She has started programs and organizations which still exist today. Hillary is being painted as a one-dimensional caricature by her opponent. It’s easy to vote and rail against her that way. She’s crooked. She didn’t make perfect choices. She used a private email server.

If you’ve ever worked in and around Government IT, a private server might be a better way to go than the endless parade of contractors running government IT. And even though her email usage is given the spotlight, there are plenty of government workers using Gmail/Yahoo/Hotmail/other private email services for their Government email. But they’re not running for President so it’s not brought to light.

Last night, Bill made a pitch for his wife for President. Which alone, is notable. She is the first woman to ever be nominated for President by a major party. She may well be our first female President come November. That’s historic.

My wife offered a perspective I can never have last night. She said how important it was for girls. Girls are told you can do anything. You can be President. Until now, that was a nice fairy tale. But now it could be real. Little girls can grow up to be President.

Bill Clinton’s speech sold Hillary’s legacy with a speech only he could deliver – Vox

The pitch is simple: Bill and Hillary Clinton understand that there are big regions of this country that are suffering from big problems. And while Trump is offering pleasantly easy and pleasantly vague solutions to those problems, you probably know deep in your heart that big problems are harder and more complicated than that. Actually doing the work of fixing them is hard. And Hillary Clinton is ready to do some hard work on them.

After all, it’s what she’s been doing for decades.

A friend asked,

Do the ends justify the means with how the DNC and HRC worked together? Is this how we wanted the young generation to see how it works? Get out, phone bank, work hard, vote, and you to can belong to an organization that favors one candidate over another…. even though it was to be a race?

I don’t want Trump, and if Hillary had gotten the nod without all that has come out, I also wouldn’t have batted an eye. But what precedent has been set for the future?

This was my response.

It was always going to be Hillary. Bernie made a good run but he was an outsider from the get-go. I voted for him in the Primary, but not enough other people did.

If he had the popular vote, he would have won. But he didn’t. It’s disappointing but he didn’t. Instead we’re left with a woman who has also worked for decades to make people’s lives better. Who had championed children’s issues and safety.

Sure, she has some black marks on her record. No one working in the public eye this long doesn’t.

If you don’t believe this goes on behind the scenes of every campaign you’re deluding yourself.

If the RNC’s emails were leaked, I’m sure you’d see the same things, all trying to figure out how to stop Trump. But he had the popular vote.

You can’t say the DNC worked against Sanders and stopped him meanwhile Trump was steamrolling the RNC, GOP and every pundit in the land. He was unstoppable. Not because of collusion or insider knowledge, but because he got the most votes. And in the end, Bernie, as much as I was pulling for him, did not.

In Maryland alone, Clinton won by 251,972 votes.

Young people may have gotten out and organized, but older people still vote and vote more consistently.

If young people want to make their voices heard, they need to get out and vote and vote in huge numbers. The Millennial Generation rivals the Greatest Generation in size.

If they want to have their way, they need to vote. But young people don’t vote as often and as consistently as older people. And when the older people vote, they win.

Same way that large turnouts favor the Democrats where smaller turnouts favor Republicans. Which is why I’m scared that young people and Bernie supporters are threatening not to vote this November. Or vote for a third-party (Stein or Johnson) which is a great protest vote.

But we’ll end up like we did in 2000 with the Democrat vote split and Trump will ride his tidal wave to victory.

And then where will we be? North Carolina has passed some abhorrent legislation. Mike Pence has done the same thing. Including trying to jail same-sex couples for applying for a marriage license.

If you’re mad about Bernie, then show up to the polls and give the Democrats the majority party in Congress. Give Bernie real power to make lasting change by putting him and his party back in charge!

If Hillary wins, don’t think she’s going to leave him behind. She wants to make lives better for people in this country. She’s going to work with him. That’s the person she is. That’s the kind of President she will be. That’s what I am voting for.

Boring Technology

Boring, stable technology is king. If you’re running a huge site, you need things to work and work reliably. In this interview, my brother who also happens to run ReadTheDocs talks about sustainable funding for open source projects, getting people to work to support them without it, and boring technology.

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Starting around: 1:06:30 Eric talks about stability and proven solutions in tech.

As you stay in an industry longer and see things come and go you realize new things don’t actually matter. Especially if I use something in production. I want to have been around for five years minimum. Because I value my time so much more now than I used to.

If I go and try to use this thing that just got released I know I’m going to be beating my head against it for the next five weeks or whatever. And when I use it in production I will be hating it. This is why ReadTheDocs uses boring technology.

Photo of woman with a pen and paper notebook

Text Travels

Exepundit write a short post today that really struck me. In Some Helpful Cautions he writes,

“Would the person who sent you that e-mail be completely comfortable if you forwarded it to another person?”

I never assume my email is private. I never assume the recipient of my email is the only person who will see it. Let me tell you a story about working in tech support. There are no secrets.

When you’re supporting customers, you generate a lot of text. You send email. You type instant messages. You update tickets. Your words are everywhere. Those words end up in the most unlikely of places.

Text Travels

When you update a ticket, that ticket could be seen my management, either yours or the customer’s management. Is this how you want to come across to management?

Ticket notes can be sent to customers. Did you write anything in the notes you wouldn’t want the customer to see? I’ve had help desk reps or other technicians send the entire ticket, with all notes and history to a customer or to another team without my knowledge. I have never been burned by this because I never make notes that disparage the customer or lie.

Truth

Never lie in ticket. Don’t say you did something when you didn’t. Don’t say you updated the customer if you did not. Don’t say you installed a program if you didn’t. Don’t say you called someone and left a voicemail if you never dialed their number.

Your lies will come back to haunt you. You’re doing a disservice to your customer and yourself. So don’t lie. Tell the truth about what you did, what you didn’t do and most importantly, what worked to resolve the issue.

Help Future You

Future you needs the help of Past You to be successful. I’ve fixed thousands of problems over the years. I’ve assisted other people with fixes and workarounds for their problems. Some took minutes and others took hours, days or weeks.

Always write what you did! Future You will thank you. I’ve gone back to old tickets many times to find “issue was resolved. Closing ticket.”

“Update fixed problem.”

Worked with _____ team to resolve issue.

WHAT DID YOU DO?

How does that help you or anyone? You’ll see this issue again. I guarantee when you fix an obscure issue you’ve never seen before, it will come up again!

Help yourself. Help your team. Help you 6 months from now when you remember fixing the issue, but have no idea what you did. Leave yourself a trail to follow.

List what you did. Specifically. Leave ticket notes behind that anyone could follow. Because in 6 months, or a year, or even 6 weeks later you are that person.

There’s nothing worse than solving the same problem over and over and starting from scratch each time. Give yourself and your team a head start.

Ads in Times Square

Collecting Data

I’m fine with giving Google my data. I’m happy to let Waze read my calendar and peek into my email to let me know how to get places and when I should leave to arrive on time.

I’m happy to let the world of Internet services revolve around me to offer me snippets of information or convenience. Though what I really want is for them to work better.

Don’t show me ads for socks because I bought socks. I just bought socks. How many socks do I need? You should know I bought socks yesterday. How about showing me ads for new shoes. Or another article of clothing. Maybe it’s time for a new belt or a nice hat.

If you’re going to collect and sell my information, would you please so something useful with it?

Here are some ideas to help you out.

  1. I am 6’5″ and 350 lbs. I am a tall, fat man. I wear a size 14 shoe. Tell me what stores actually stock such an endangered creature. I don’t mean tell me where they are “available” because when I walk in and am greeted with two all-white tennis shoes and a single pair of dress shoes, that doesn’t count.

  2. You’re using data of what I bought to offer me… more of the same thing. How about looking at what other people buy when they buy this item. What about a complimentary item? When people buy these socks, they also often buy these shorts. After buying these socks, people look at shoes. Or a water bottle. Something tangentially related to those socks. I don’t need more socks.

  3. You know what problems I’m having by what I write about, email, add to wish lists and look up. Why are you not offering me solutions? You know I’m looking at NAS storage devices, recommend one. You know I am looking for a new hard drive, how about a recommendation?

  4. Things go on sale all the time. I wait for things to go on sale before I buy them. If you know I’ve added something to a wish list, why not tell me when it’s on sale? You’re practically guaranteed to get a sale when you tell me the thing I am interested in is available for less money. Why are you not doing this?

Heavy

The West Wing has me thinking about the death penalty.

The news has me thinking about how scary it is to be Black in Baton Rouge or Minnesota.

Did you know there was a group dedicated to tracking and filming crimes and uploading them to deter youth from violence?

Guns are everywhere and mass shootings are as routine as running out of milk.

The jobs are gone. Eaten by computers.

Happy Thursday.

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