The Answer Is in the Question. The answer to Alison's question is in the question. There is no one formula for delivering a great customer experience. The dynamics involved with delivering great customer experiences is just as complex as our personalities are complex. Delivering great customer experiences is a by-product of a company's culture. If… Continue reading The Answer Is in the Question

code4lib. If you are interested in discussing computer programming in the area of library and information sciences you might want to subscribe a new email list code4lib. Dan Chudnov, Chuck Bearden, Eric Morgan, Rob Fox and I got to talking via email about it, and it seemed like a good idea. Chuck (who helped mature… Continue reading code4lib

Computerworld: Moving data to the mountain. In response to the resulting surge in demand for safe and secure digital records storage, Iron Mountain earlier this year opened a 5,000-sq.-ft. data center inside its secret underground facility. The data center includes 24TB of storage capacity and the equivalent of 1,586 T1 communication lines connecting it to… Continue reading Moving data to the mountain

News.Com: Internet worms and critical infrastructure. Bruce Schneier. And regardless of the answers, there's a very important moral here. As networked computers infiltrate more and more of our critical infrastructure, that infrastructure is vulnerable not only to attacks but also to sloppy software and sloppy operations. And these vulnerabilities are not the obvious ones. [Tomalak's… Continue reading Internet worms and critical infrastructure

Do Search Engines Suppress Controversy?.  Thanks to The Virtual Chase for the pointer to an article entitled Do Search Engines Suppress Controversy? The study showed that very short search requests (like “distance learning” or “St John's Wort”) tend to produce more “mainstream” search results, and fewer dissenting views. The authors conclude “[A]nybody can find the… Continue reading Do Search Engines Suppress Controversy?

Google Triumphs & Travails.  beSpacific links to a Forbes article about the popular Google search engine. There are many postive indicators: In 18 months the company has quadrupled in size, now employing more than 1,300 people. Annualized revenues have sextupled, to about $900 million. Annualized pretax profits have grown by a factor of 23, to… Continue reading Google Triumphs & Travails

WiFi Best Practices.  Jeff Flax does not like WiFi. Not At All. He says: Placing a wireless access point (antenna) on a firm’s system reduces the security of the network to the “hackability” of the wireless system. This is like putting a wall around the White House, but then leaving open the backdoor of the… Continue reading WiFi Best Practices

An OK Use of Flash.  For reasons I've explained in detail elsewhere, Flash animations are nearly always a mistake as used on law firm web sites. Larry Bodine's blog points out one exception, Preston Gates' use to provide a “virtual tour.” What's different about this use? Mainly the fact that it's “optional.” While some people… Continue reading An OK Use of Flash

Winter Carnival Visit to Quebec City, Canada. Last Thanksgiving Day I posted about the Ice Hotel in Quebec City, Canada, one of my favorite destinations from New York. Quebec takes its winter seriously. From January 20 to February 15, Quebec will celebrate the 50th anniversary of the… [cloudtravel]

The Digital Practice of Law Blog. Litigation technology expert Michael Arkfeld has a new blog and book. [DennisKennedy.blog]