Category: Observations Page 56 of 90

Living in (Windows) Lockdown

On November 25, 2013

For those trapped in a corporate Windows world, all hope is not lost. Sure, your administrative rights are revoked. There is no way to run your favorite applications. You can’t use the tools you’d like to because it’s forbidden.

But all hope is not lost. Portable Applications are your oasis. What are these portable applications you speak of? They’re the same applications you love and use at home. But instead of running an installer, all you have to do is unzip and run! It means you can run the application you want, without having to install it.

The applications are best run from a USB key. That way they can stay where you are and once you leave work, they leave with you.

I recently asked friends on Twitter and Facebook two questions.
1. What do you wish you could install on your work computer that you can’t or aren’t allowed to?
2. Alternately, what application could you not live without at work?

I’ve attempted to address the replies I got back below, along with a couple of must-haves for myself. While working within the confines of a locked down computer is frustrating. There are things you can do to make it a little better.

Disclaimer: Rules at your workplace may vary. This does not guarantee you will not get into trouble where you work. Read over your IT guidelines before using anything unauthorized on your computer.

Please use your common sense. Don’t get yourself fired over something as stupid as Dropbox or Skype. Your mileage may vary. I make no guarantees this will work where you do. But if you’re feeling brave enough to continue, let’s go!

Chrome and Firefox

Are you trapped on Internet Explorer? There is hope for you. You need Portable Firefox or Portable Chrome. I use Chrome and it works beautifully. I am able to sync my work Google account and all of my extensions and bookmarks sync to the portable browser without issue.

Using your browser of choice in the corporate world is a breath of fresh air.

Phrase Express

If you have a Mac at home, you may be familiar with [TextExpander])(
http://smilesoftware.com/TextExpander/index.html). There is an application for Windows that does the same thing, and it can import and sync to TextExpander.

PhraseExpress is absolutely vital to my work. I spend much of my day telling different people the same things. Working in customer support, I tend to explain the same things over and over. But I don’t write those emails out every single time. I have a series of snippets that save me time and make sure I tell everyone the same thing.

It can be used for simple tasks such as adding a single line to every email I send out. Once I’ve written my reply, I always end with Please let me know if you have any questions or concerns. I can’t tell you the last time I typed that out. I simply type zppp which is my shortcut and it automatically expands to Please let me know if you have any questions or concerns.

Another example is that I send out an email when I will be out of the office notifying my team of my open issues. So I keep a template for that. When I type zQueue, it expands to.

Team,
When I am out of the office tomorrow, the issues I have open are

Then I type my notes and click send. It’s not much but it saves me time. You may have noticed I start each snippet with a z. That’s my preference to trigger these shortcuts and they don’t show up when I don’t want them to. A co-worker uses a ; before all of his snippets. What you choose doesn’t matter, just make it something you’ll remember.

I also use PhraseExpress to fix typos. Two common words I mistype are suer and thnak. Whenever I type these, they are auto-corrected to user and thank It makes me look smarter and reduces the number of errors when I send emails to customers.

Snippets can be extremely powerful and can be used for anything you can think of. How many times are you typing out nearly the same email or the same information? You could make a template and change your long emails to a few quick keystrokes. I can also insert the current date and time, or a date three days from now without looking at a calendar.

PhraseExpress keeps statistics and today, I have expanded 53 snippets, (6446 characters) and saved me 50 minutes of typing today. what could it save you?

Dropbox

Portable Dropbox is just what it sounds like. It’s Dropbox that doesn’t need installation. It will run from a folder or USB key Technibble has written a great post on setting up and using Dropbox Portable. I Would recommend using the selective sync to only sync what you need to your portable Dropbox.

A Warning: Dropbox is wonderful. It’s absolutely vital to keeping my digital life in order. However, many places have very strict rules about what data can be kept on servers outside of the company’s control. So be careful about what you put in that Dropbox folder. Utilize the selective sync feature, especially if you keep music or movies in your Dropbox folder. Dropbox can be blocked at a network level. So even if you do get the application running, you may not be able to use it.

Skype

Skype is the gold-standard for audio and video communication around the globe. Used by everyone from podcasters to families keeping in touch with loved ones across the state or across the world.

There is a great portable version which can run from a USB key. I’ve used it when my wife was in India and we were able to chat without spending a fortune on phone bills. It was great to see her face while she was gone.

A Warning: Many network block the ports Skype needs to run, so even if you have the portable application, you may not be able to connect to the Skype servers. But it’s always worth a try if you won’t get into trouble.

Scrivener

Scrivener is your complete writing studio. It’s got the tools for managing complex research papers or entire books built-in.

Because of this, the draw to keep everything inside of Scrivener’s world is important and it’s not possible to have it everywhere. Or is it?

While not supported, it is possible to install Scrivener on a portable Flash drive. From the Windows manual.

4.5 Installing Scrivener on a Portable Flash Drive While it is possible to make a copy of your Scrivener application folder on flash drive, at this time we do not recommend doing this for performance reasons. Flash drives are considerably slower than their hard drive counterparts, but if portability trumps performance, it is safe to do so. We recommend installing Scrivener on your hard drive following the instructions given, and then copying the Scrivener folder from Program Files (or your user folder) to the stick drive using Explorer, and not using the installer directly on the stick drive. While possible, this method is not currently supported.

So while it’s possible, it will be slow and if you run into trouble you won’t get support from the vendor, but it’s still possible. Before you do this, I would highly recommend to back up your Scrivener files so nothing happens to your words.

MadCap Flare

While you cannot run MadCap Flare from a flash drive the license does allow you to install it on multiple machines, as long as it’s not in use on more than one at a time.

So while you can’t run it portable, you may be able to run it from another location.

Minecraft

This is not an addiction I’ve given into so I can’t vouch for this one. However, if you’re willing to try it you can play Minecraft from a USB key.

Civilization 5

Who doesn’t want to run their own world? While Civ 5 can’t run off a USB key, there is FreeCiv Portable which can. So all hope may not be lost for your world-building desires.

If you’re interested in Portable Apps there are a large number of them found there. IF you’re looking for one I didn’t mention, search for “Portable ______” and there may be a portable version of your favorite text editor, browser, or application you can’t live without. Living in Windows lock down doesn’t have to be a prison sentence.

The process is broken

By Carl

On November 21, 2013

In Observations

How to get a new program installed in my work computer?

I decide I’d like to have a new program.
I choose a free one like Google Chrome.
I submit the request to the Help Desk.
I’m informed I need to get permission from two people before they can install it.
I email my IT Point of Contact.
I wait for a reply.
I attach the reply email to my request.
Then I write to a second person, whose role I don’t understand other than being identified as a person who has to approve requests.
I wait for a reply.
A few days go by.
I receive a reply and attach it to my request.
Now, the Help Desk can start to work on my request.

It took four days to get Google Chrome installed.

I am still waiting to get an add-on for WebEx installed. It’s already been four days and in still waiting on one of the emails I need.
I support WebEx for this company. This is my job. And I’m stuck with this ridiculous process.

There is no chance in this process changing. That was the first thing I asked. It’s been like that as long as anyone I spoke to can remember. Its a broken process.

How the process should work

I request a program be installed to the Help Desk.
Help Desk checks a few things
Is it free / Does it need a license?
Will it work in the environment?
Is there a business reason to have this?
Unless there’s an issues with one of the above, the Help Desk dispatches a technician to install the program.

It’s a much faster process. It doesn’t require waiting for busy people to send emails granting permission for a free application. But most importantly, the customer experience is far better.

The problem with big organizations is they lost sight of how the process works for those who need to use them. The process in place is broken. And it’s never going to change until someone cares enough to change it.

Next time I need to have something installed, I’m going to think if I really need this new program. It’s not worth the hassle.

Slow Down

By Carl

On October 23, 2013

In Observations

Working in support is overwhelming. It’s easy to fire off a quick reply or pick up the phone for a call and be short with your customer. I’ve done it.

I’ve fired off an email without thinking it through and I left out some important information. Or I looked back on it after I’d hit send and realized I sounded rude or annoyed and did not mean to.

Every time I have made a blunder, it could have easily been avoided had I done one simple thing. Slow Down.

It’s easy to rush when the phone is ringing, emails are piling up and my ticket queue is growing ever larger. Speed is a necessary part of getting work done and helping customers. However, being reckless serves no one.

When I go too fast, I make mistakes and have to redo my work. And when I make mistakes, the customer is not being served so I’m right back where I started.

Slow down. Take a breath. Proceed when you’re ready. There is a difference working quickly and working recklessly. Customers appreciate speed. They love having work done quickly and correctly.

Reckless work means having to redo work. Reckless work means having unhappy customers. Slowing down is the best thing you can do for your customers.

Beyond the Reboot #10: Build a Toolkit

By Carl

On October 16, 2013

In Observations

Build a Toolkit

Everyone has a toolkit and I’m often asked what I use. I am quick to offer up tools that fill a specific use or tools that have saved me many hours over my career. But I never say that one tool is the absolute best. I offer what I use and that it’s worked for me. There are many tools that do the same thing. The tools are as varied as the technicians who use them. Everyone has a tool they like and it’s likely to be different for everyone.

When asked for recommendations, I recommend resources I use to find the tools I’ve added to my kit. A good technician should be comfortable with their tools. I am comfortable with all of my tools because I’ve tested and used them. When I find a new tool, I open it and play with it to see how it works and if it will work for me.

There is nothing worst than being at a customer’s desk working on their computer and fumbling through the tool I’m trying to run. I make sure I know the tools I use.

Build your own toolkit. You will know your tools and as a result you’ll get more use out of them and they’ll make you better. And don’t be afraid to revisit your kit. There is a fine line between constant swapping and tinkering, but when you hear about a new tool that solves a problem you’re having it’s worth looking into it.

Make a note of it, then go back to it later when you have time. I keep a file in Evernote called Apps To Remember where I save anything I come across that I think is neat. I may not have a need for it now, but I could see it being useful in the future, so I save it. Then I know it’s there and I can check that list when I’m trying to remember what it was called, or when someone asks me if I know of a tool that does something and I can refer to my list.

Beyond the Reboot #9: How To Search Effectively

By Carl

On October 15, 2013

In Observations

No one can be expected to know everything. I sure don’t! I often turn to search to find what I need. When my customer’s see my searching they’re often surprised first that I have to look things up like they do. But they’re also surprised with the speed in which I find what I need. There is searching, then there is searching effectively.

Search for specifics.

When you have a problem, search for the most specific thing you can. When email stops working don’t look up email stopped working or email problem. Get more specific. Try Outlook 2007 won’t open or Thunderbird not sending mail. The more specific you get with your search the better information you’ll get back.

When I search, I imagine I am talking to another person. I try to ask the most specific question I can. Google is that person. Talk to Google like you’d talk to a person. Here is exactly what I need, please help me.

Search for error messages.

Do you have an error? Great! That means you probably have an error message. Search for it. “Outlook has a problem and needs to close” will get more helpful results than “Outlook won’t open”. Try adding in the version number to get even better results. Outlook 2011 has a problem and needs to close. Excel 2007 has too many different cell formats.

Error messages are known issues in a program. When the program displays an error message, it’s showing you the problem. All you must do is find the solution. Searching for the error usually returns the solution. Sometimes you may need to contact the program’s creator to get the answer if they don’t have it listed in their help documentation and if you can’t find it by searching. But the answer is out there. All that’s left is to find it.

Look for unique terms.

What if you don’t have an error message to look up and the program isn’t doing anything you can easily search. There are instances when a program just won’t load or fails silently. Use the information you do have. Search the program’s version on the operating system you’re running it on. Looking up Outlook 2011 won’t open on Mac OS 10.8 will get far better results than Outlook doesn’t open on Mac.

There isn’t always a good starting point so use what you can. Often times, I stumble across another person having similar problems. From there I can find a solution or at least some other things to try. Problem solving is trial and error just being persistent and you will eventually find what you need.

Once you have found the solution, write it down. I guarantee you will see this same problem 6 months or a year from now and you’ll have no idea how to fix it, only that you fixed it before. Or worse, someone on your team will ask you since they know you fixed it before. I love being able to go back to my own notes and send a link to my teammates saving them the time I put in to find it initially.

Document your findings

It is absolutely vital to document your fixes. In my experience, if you see an issue once, you’ll see it again. At the time I tell myself that I’ll remember what I did to fix it. But six months and hundreds of support calls later, I never do. I have taken the words of my 7th grade math teacher to heart, Show Your Work.

There is a wiki we use at work and I add new information and updated outdated articles. It’s important to not only document fixes and bugs but to update those notes and fixes. Your future self will thank you, instead of cursing your past self for not making any notes on how you fixed a problem.