Tuesday, 20 November 2007

I mean, how hard is it?


There are some things in life that are unquestionably hard to do. Performing vascular surgery, managing the England football team, or being a friend of Dorothy in a South Yorkshire mining village are some examples. Then there are things at the other end of the difficult-o-meter that require minimal, if any, effort - getting drunk and breathing would be two examples, listening to what your customer actually said to you 3 seconds ago is another. Step into my time machine and let us re-traverse the temporal plane to a time hitherto spent and we will find my younger self sat at his desk trying to pay some bills using HSBC's online banking system. Only the chuffin' thing isn't there. It's not working because it's not there. The box to log in has disappeared like a Romulan vessel before the tightening sphincters of the crew of the USS Enterprise. So I picks up me phone (I often act like Popeye when I'm frustrated) and ring the number buried deep within the HSBC website. Naturally, being in Yorkshire and having an account holding branch in Manchester I'm greeted by a woman who can barely speak English.

Me: "Hello, I'm trying to log on to Internet Banking but the log in box isn't there"

Cusotmer Care: "I see. Well we've had no reports that it's not working."

Me: "Really?"

Customer Care: "Yes, there are no reports of any problems."

Me: "So what did I just report to you?"

Now please don't take this as condemnation of foreign call centers. Our web hosting company is based in Blighty and their staff announce themselves with a grandeur straight out of Dickens.

"Good afternoon, Hostway Sales. Charles De Vries the third, grandson of the late Admiral De Vries, great grandson of the Fifteenth Earl of Tossington, and generally thoroughbred Englishman. How may I help you?"

"Your website isn't working."

"I see. Well it seems fine at this end..."

Friday, 16 November 2007

My favourite courier service


Long ago, back in the dawn of time, whilst woolly mammoths frolicked in the snow covered mountains of England, and far below in the glacial meltwaters primitive lifeforms began to contemplate evolving into something slightly less primitive, in a stunning anachronism I ordered something from Ebay.

Years passed. To quote Monty Python; Winter changed into Spring. Spring changed into Summer. Summer changed back into Winter. And Winter gave Spring and Summer a miss and went straight on into Autumn. Not having received anything I dispatched an urgent message by Pterodactyl to the sender of my package.

A short while later a message was returned, by a runner from Olympia who managed to gasp his reply before he sadly expired on the floor. The delivery man was unable to find my address. His gnat-nav must have failed him. The runner however, was duly honoured for his fine work. They named a famous sporting event after him. The Rutland County Biannual Trout Tickling Championships will now and forevermore be known as 'Dave'.

As the final throes of the Ice-Age began to subside I contacted the courier service, and asked that they deliver the package to my work address. They responded heroically and flung the full weight of their Tortoise Department behind the task of delivering my parcel. A particularly slow Tortoise was selected for the job, and began his laborious journey.

Several years later I phoned the courier service. Unfortunately the Tortoise had neglected to yet make it out of the depot, probably having been distracted by a small piece of lettuce. The managerial staff duly issued him with a kick up the arse, and as the 21st century dawned my package finally arrived.

Imagine my excitement when I discovered on opening that they had included a special free 'Missing Part' with my order. At first I was thankful, then on later reflection I came to the conclusion I would actually like the aforementioned component - it being necessary for the correct functioning of the product. And so, a flea-mail was sent asking if the Special Missing Part could actually be included after all.

After a while I received a reply. Their flea mail took slightly longer than mine - the carrier dog being distracted en-route and having to spend a few minutes sniffing other dogs' bottoms before resuming his journey. Many apologies were offered and the component would duly be dispatched.

Another bold Tortoise commenced his journey. For years he trekked through snowy topped mountains and windswept plains. And finally, in my absence, delivered his burden to a neighbour of mine. Or possibly someone in the same road, or maybe the one next to it. Come to think of it, it could have been anywhere. Having completed his task, he fell exhausted into a ditch, where he was picked up by MI5 and taken off to have his memory erased.

Further contact with the courier service confirmed that the delivery Tortoise had completely forgotten where he had left my parcel. He also forgot to put one of those little cards through the door at the time of delivery telling me where he'd left it. Bastard Tortoise.

And so, time slips on. In a few years, after the end of World War Three, and when global warming has destroyed all the crops and flooded most low lying countries, just before we slip into the next Ice Age a package will turn up in a sorting depot somewhere near Wyre on Piddle. A look of astonishment will come over the old Tortoise's face as he remembers that day years ago when he stopped for a nibble at a brussel sprout and mistakenly left this package here.

With a sudden burst of enthusiasm surging through his old rheumatic tortoise limbs, he decides then and there to complete his long lost mission and deliver the parcel safely to me. Just at this moment however, as Historians tell us has happened several times in the history of the world, the Earth's magnetic polarity suddenly switches.

Guided by his faithful internal compass, the old tortoise lumbars off into the sunset, my package on his back, bound for Tahiti.

GRRRRRRRRRROOGLE!


I have a sneaking suspicion that Google is owned by the People's Post Office. Now I know that Google is a work of genius, provides this lovely blog for free, has totally improved our lives and done more for mathematics than even Carol Vorderman reciting Pi to 58 decimal places while wearing nothing but a mortar board could do but is it really that hard for them to test their websites? Perhaps test is the wrong word. Google employs more people with doctorates than any other organisation on the planet. Maybe 'testing' to them means interrogating the code and comparing the speed of algorithms like a high brow game of paper-scissors-stone. Unfortunately most of us speak in a language where words have vowels as well as consonants and we value simplicity above all else. Have you ever tried to contact Google? Their sites (Google Maps, Google Webmaster, Google Adwords) all have links to contact them but invariably link you back to a help page that has no doubt been shortlisted for the Long John Silver Arse Kicking Web Awards for Usefulness. If you do manage to get an email to them you'll get a standard cut and paste reply. We know it's a cut and paste job because half the last sentence was missing one time they deemed us worthy of a reply (and the content is exactly the same every time they do reply).

It's not rocket science to have a website that is logical to navigate (the rocket science graduates are probably not clever enough to work at Google) so please, Sergey and Larry, take a random selection of non-egg heads and ask them to test your websites. I'm not talking window lickers, just everyday computer users who are only interested in what a website can do for them.

New statistics say the heaviest users of computers are now men aged 50+. I suspect many of these are simply unsuspecting forty somethings who went onto a Google help page a few years ago and were unable to find their way out.

Thursday, 15 November 2007

Bob, have you looked outside since you put us on Google Maps?!!

What are the neighbours going to say?

The People's Post Office

A client just rang us up. He has a problem in that if you put their business' post code into Google Maps or Multi Map, you can't find it. I checked on the Royal Mail's own postcode checker and they too can't find it. No worries, I thought (I sometimes think in an Australian accent) I'll call the People's Post Office and find out what the problem is. The problem is the helpline is only open between the hours of 6-00pm and 8-00pm Monday to Friday and 9-30am to 5-00pm on Saturdays.

I'll let you guess what I think of that.


some things I learnt at a conference

We've just spent two days at a conference. Here's what I learned:

1. Alliteration Alludes to Above Average Ability.

2. Using capitals on every letter makes you a gifted child.

3. "The most complex of ideas can be expressed in the simplest language," said Wittgenstein. Clearly he'd sat through a few PowerPoint presentations in his time. If you need to use a yellow and red sunburst colour scheme on your presentation the content is dull. One font. Two sizes. Maybe some judicious italics. If it ain't working like that then it's time to think about what you are saying and say it in small, easy to digest chunks.

4. If you are going to use PowerPoint learn how to change between slides. I hate all things Microsoft with a passion but they got this bit right. You simply press a button.

5. Talking of things that are easy to digest, it's an immutable law of biology that your bowels will fill with gas the second the room falls silent yet be as calm as a Bhuddist on Mogadon the moment you leave the room to fart.

6. The large coffee pots are not a challenge. That caffeine will play havoc with your digestion. See point 5 above.

7. Whenever a group of parents get together over alcohol the topic of conversation will always include their children's bowel movements.

8. Whenever a group of creatives get together over alcohol the topic of conversation will always include their own bowel movements.

9. When you've heard the keynote speaker singing rugby songs in the bar the night before, their presentation takes on a whole new meaning.

10. If you put party poppers and empty balloons on the dinner table expect people to use them.

11. The 3rd sector is and always has been a hiding place for people who just aren't very good. It is also the vocation of some very talented, passionate, and modest people. Don't confuse the two.

Monday, 12 November 2007

Reality TV hits a new low


As if being crap and having your staff constantly walk out on strike wasn't bad enough, the Post Office seems intent on killing itself with its new TV advertising campaign. Now, when I'm not thinking the Post Office provides a service that is akin to something that fell out of a dog's behind, I'm probably queuing for an interminably long time in some poorly laid out building that has at least twice as many service windows as people willing or able to serve, and have not only lost the ability to think but also the will to live. This whole psychic and spiritual collapse is only enhanced by the Post Office's insistence on decorating their buildings a la mode du World War II. So imagine my delight at seeing the money the Post Office extort from us, the public, for such terrible service is being spent on a TV advertising campaign that depicts the Post Office as an organisation staffed by half whits. Now hats off to the production team: the casting is superb (I doubt there's a collective full whit amongst the lot of them), the sets have any hope of life leaving my soul at the sight of those biege-cum-pea-green-cum-not-really-a-colour-more-a-feeling-of nausea walls. But it gets better! The People's Post Office (clearly that World War II decor is having an effect on the creative team to come up with such an inspirational line as that) is a place where Z-list celebs go to buy their TV licence, stamps, and probably to lose the will to live just like the rest of us. These celebs are so well known that the Post Office 'staff' have to announce who they are, like some piss poor impressionist at a working men's club who begins his impersonations with 'Ay up, I'm Frank Bruno. Know what I mean 'Arry?'. Only in this case we've got Wendy Richards, Bill 'I'm not really difficult' Oddie, and Boy's Life or West Zone (I'm not sure which, but I do know it's not that other collection of middle aged men who once upon a time were known as Take That because they're starring in some pretty frightening POS in Marks and Spencer).

An intellectual might call this paradoxical intention. Depict the Post Office as an anachronism run by morons and the morons who really run it might actually buck their ideas up. I'd call it the beginning of the end. It only serves to remind me that my local courier will deliver a box as big as you like anywhere in the country the next day for only £10. They've never let us down. The Post Office, on the other hand, charged £10-95 to deliver a CD before 9-00am the next day. Guaranteed. Only it didn't show up. Twice.


With these new ads it seems that the message is finally getting through and they are ready to stand up and admit it. The Post Office is rubbish. Well done, Royal Mail. You've finally got something right.