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  • Impatient Customers Make Flawless Service Mission Critical for Midsize Companies

    - by Richard Lefebvre
    At times, I can be an impatient customer. But I’m not alone. Research by The Social Habit shows that among customers who contact a brand, product, or company through social media for support, 32% expect a response within 30 minutes and 42% expect a response within 60 minutes! 70% of respondents to another study expected their complaints to be addressed within 24 hours, irrespective of how they contacted the company. I was intrigued when I read a recent blog post by David Vap, Group Vice President of Product Development for Oracle Service Cloud. It’s about “Three Secrets to Innovation” in customer service. In David’s words: 1) Focus on making what’s hard simple 2) Solve real problems for real people 3) Don’t just spin a good vision. Do something about it  I believe midsize companies have a leg up in delivering on these three points, mainly because they have no other choice. How can you grow a business without listening to your customers and providing flawless service? Big companies are often weighed down by customer service practices that have been churning in bureaucracy for years or even decades. When the all-in-one printer/fax/scanner I bought my wife for Christmas (call me a romantic) failed after sixty days, I wasted hours of my time navigating the big brand manufacturer’s complex support and contact policies only to be offered a refurbished replacement after I shipped mine back to them. There was not a happy ending. Let's just say my wife still doesn't have a printer.  Young midsize companies need to innovate to grow. Established midsize company brands need to innovate to survive and reach the next level. Midsize Customer Case Study: The Boston Globe The Boston Globe, established in 1872 and the winner of 22 Pulitzer Prizes, is fighting the prevailing decline in the newspaper industry. Businessman John Henry invested in the Globe in 2013 because he, “…believes deeply in the future of this great community, and the Globe should play a vital role in determining that future”. How well the paper executes on its bold new strategy is truly mission critical—a matter of life or death for an industry icon. This customer case study tells how Oracle’s Service Cloud is helping The Boston Globe “do something about” and not just “spin” it’s strategy and vision via improved customer service. For example, Oracle RightNow Chat Cloud Service is now the preferred support channel for its online environments. The average e-mail or phone call can take three to four minutes to complete while the average chat is only 30 to 40 seconds. It’s a great example of one company leveraging technology to make things simpler to solve real problems for real people. Related: Oracle Cloud Service a leader in The Forrester Wave™: Customer Service Solutions For Small And Midsize Teams, Q2 2014

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  • Having tried differen ways but none worked - How do I disable a service from auto-start at boot in Ubuntu?

    - by Howard Guo
    This really doesn't make sense. I've been using many other distros and never had such difficulty managing autostart services. I found three ways of disabling autostart services, and none of them works for me: update-rc.d -f service_name remove chkconfig --level 12345 service_name off sysv-rc-conf I tried all the three ways to disable mysql daemon, mongo daemon, redis server, cups daemon, yet all of the utilities confirmed that the daemons are disabled, yet they still automatically start on boot. Please suggest the most correct way to disable services from auto-start at boot. Thank you! btw, it's running 12.04

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  • PageRank sharing between domains?!

    - by Senthil
    I own three domains, say.. example.com, example.in, example.co.in I have bought the .in and .co.in TLDs only to protect the brand. But I have this question: If I make the other two also point to my hosting so that regardless of which one the user types, they are taken to the same website, will the PageRank be split into three and will each domain have one third the actual PR value? What should I do with the other two domains? Where should I point them to, if I don't intend to use them at all (i.e., what should I give in place of the ns1.myprovider.com, ns2.myprovider.com etc..?)

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  • Safely dual-boot XP and Ubuntu 12.04 Desktop?

    - by Ycart I
    My netbook Acer AOD255 has three primary partitions in it by default - PQSERVICE/recovery (NTFS), Android x86 1.6 (FAT32), and the main WinXP Home SP3 (pre-installed, dual-booted with Android from inside WinXP). I was able to resize all three partitions to give 9GB of unallocated space for a future Ubuntu installation, which can already be booted from a pendrive. Here's my problems: 1.) I don't know how to install Ubuntu on that 9GB space (even if I create an unformatted partition for it) 2.) I currently have no means of reinstalling my XP, or backing-up any data (so I don't want to accidentally wipe out my whole HDD at all) 3.) I want XP and Ubuntu to be dual-booted thru a boot manager like GRUB or something more practical (but google searches confuse me) 4.) When I boot to try Ubuntu, GParted displays my whole drive as unallocated space. It also says "can't have overlapping partitions" or something.

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  • Why can't get past the user info screen when installing 10.10?

    - by Faceless
    I have a Dell Inspiron 1318 (07-08?) with an Intel Cored 2 Duo Processor and 3 GB of RAM. I can run Ubuntu 10.10 from the disk, but I've tried to install it three times with no success. As the files are installing, the program asks me to enter my user information. I'm fine through the time zone screen, and fine through the keyboard screen. But when it asks me to set my used name and password, the "next" button stays ghosted out no matter what I enter. Eventually, the installation gets to the point where it says it's waiting for me, but no matter what I do I can't get the "next" button to click. I'm a complete newbie, and I've been stuck at the same spot three times. If anyone has any idea what's going wrong, I'd love to hear about it.

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  • Single responsibility principle - am I overusing it?

    - by Tarun
    For reference - http://en.wikipedia.org/wiki/Single_responsibility_principle I have a test scenario where in one module of application is responsible for creating ledger entries. There are three basic tasks which could be carried out - View existing ledger entries in table format. Create new ledger entry using create button. Click on a ledger entry in the table (mentioned in first pointer) and view its details in next page. You could nullify a ledger entry in this page. (There are couple more operation/validations in each page but fore sake of brevity I will limit it to these) So I decided to create three different classes - LedgerLandingPage CreateNewLedgerEntryPage ViewLedgerEntryPage These classes offer the services which could be carried out in those pages and Selenium tests use these classes to bring application to a state where I could make certain assertion. When I was having it reviewed with on of my colleague then he was over whelmed and asked me to make one single class for all. Though I yet feel my design is much clean I am doubtful if I am overusing Single Responsibility principle

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  • Building a Java CMS - What Existing Product Should I Use?

    - by walnutmon
    I'm a Java developer and in need of a CMS. I've spent a lot of time reading about, and tinkering with Liferay but am concerned that it doesn't cover two of my three major concerns I need to have many sites with individual domains HTML/CSS designers need to be able to design the website templates, look and feel, and layouts in their own tools without having to worry about writing scripts Site and page building APIs must be understandable so that a custom builder interface can be created and harness the CMS as opposed to hacking it Liferay nails the first bullet point, but the second two appear to be unsolved. Does anyone have experience with a Java CMS that does all three? Or have any idea how to approach the problem if none exists? Has someone has used a Java CMS and has been able to add this functionality give some insight?

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  • How do I get to the maintenace shell?

    - by Narida
    I'm asking this because initially, my problem was this (power failure during installation, so I typed the following instructions in the maintenance shell: sudo mount -o remount,rw / sudo dpkg --configure a sudo mount -o remount,ro / sudo sync sudo reboot The first three lines worked, afterwards, my computer (a Dell Inspiron 530) got stalled for several hours, so I unplugged it. When I turned it on, the log in screen appeared, and after I try to write my password, it leads me back to the log screen. I must note that when I typed the first three lines during the maintenance shell mode, it said that the errors which were encountered during processing were: initscripts bluez gnome-bluetooth So, what do I have to do in order to get back to the maintenance shell so I can type code again? And, what code do I have to write in order to restore my computer? Thank you for your attention.

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  • I try install dhcp3-server, but /etc/init.d/dhcp3-server file is missing. Whats going on?

    - by hydroparadise
    I've found several how-to's that essentially go through the same process in setting up DHCP. Here's a link that has the list of step needed install and setup DHCP. I follow all the steps and find that the sudo /etc/init.d/dhcp3-server restart portion returns command not found only to reveal the the file doesn't even exist. I've installed (sudo apt-get install dhcp3-server) and uninstalled (sudo apt-get remove dhcp3-server) two or three times. I'm pretty sure my config files are good because I've had to check them three times. But I don't think I'm to that point of being able to see them action it. I cant control the process. Why is the file missing? How is it supposed to get there? Help?

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  • Merging the Executive Committees

    - by Patrick Curran
    As I explained in this blog last year, we use the Process to change the Process. The first of three planned JSRs to modify the way the JCP operates (JSR 348: Towards a new version of the Java Community Process) completed in October 2011. That JSR focused on changes to make our process more transparent and to enable broader participation. The second JSR was inspired by our conviction that Java is One Platform and by our expectation that Java ME and Java SE will become more aligned over time. In anticipation of this change JSR 355: JCP Executive Committee Merge will merge the two Executive Committees into one. The JSR is going very well. We have reached consensus within the Executive Committees, which serve as the Expert Group for process-change JSRs. How we intend to make the transition to a single EC is explained in the revised versions of the Process and EC Standing Rules documents that are currently posted for Early Draft Review. Our intention is to reduce the total number of EC seats but to keep the same ratio (2:1) of ratified and elected seats. Briefly, the plan will be implemented in two stages. The October 2012 elections will be held as usual, but candidates will be informed that they will serve only a one-year term if elected. The two ECs will be merged immediately after this election; at the same time, Oracle's second permanent seat and one of IBM's two ratified seats will be eliminated. The initial merged EC will therefore have 30 members. In the October 2013 elections we will eliminate three more ratified seats and two elected seats, thereby reducing the size of the combined EC to 25 members (16 ratified seats, 8 elected seats, plus Oracle's permanent seat.) All remaining seats, including those of members who were elected in 2012, will be up for re-election in 2013; that election should be particularly interesting. Starting in 2013 we will change from a three-year to a two-year election cycle (half of all EC members will be up for re-election each year.) We believe that these changes will streamline our operations, and position us for a future in which the distinctions between desktop and mobile devices become increasingly blurred. Please take this opportunity to review and comment on our proposed changes - we appreciate your input. Thank you, and onward to JCP.next.3!

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  • Restoring two finger middle click again

    - by Thomas A.
    it used to be that tapping two fingers on the touchpad send a middle mouse click. Now it does a right click and three fingers now are the middle click. I really can't understand the change and think it is a bug or badly copied from Apple or something. The reasoning escapes me totally. I use middle click to open links in a new tab in the browser all day and I rarely use right click (and I have a right mouse button below the touchpad, doh) Tapping three fingers on my tiny EeePC touchpad is next to impossible so I want the old behavior. I found: synclient TapButtons2=2 synclient TapButtons3=3 but that did not work on 10.10 Does anyone know how to restore sane behavior?

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  • What books would I recommend?

    - by user12277104
    One of my mentees (I have three right now) said he had some time on his hands this Summer and was looking for good UX books to read ... I sigh heavily, because there is no shortage of good UX books to read. My bookshelves have titles by well-read authors like Nielsen, Norman, Tufte, Dumas, Krug, Gladwell, Pink, Csikszentmihalyi, and Roam. I have titles buy lesser-known authors, many whom I call friends, and many others whom I'll likely never meet. I have books on Excel pivot tables, typography, mental models, culture, accessibility, surveys, checklists, prototyping, Agile, Java, sketching, project management, HTML, negotiation, statistics, user research methods, six sigma, usability guidelines, dashboards, the effects of aging on cognition, UI design, and learning styles, among others ... many others. So I feel the need to qualify any book recommendations with "it depends ...", because it depends on who I'm talking to, and what they are looking for.  It's probably best that I also mention that the views expressed in this blog are mine, and may not necessarily reflect the views of Oracle. There. I'm glad I got that off my chest. For that mentee, who will be graduating with his MS HFID + MBA from Bentley in the Fall, I'll recommend this book: Universal Principles of Design -- this is a great book, which in its first edition held "100  ways to enhance usability, influence perception, increase appeal, make better design decisions, and teach through design." Granted, the second edition expanded that number to 125, but when I first found this book, I felt like I'd discovered the Grail. Its research-based principles are all laid out in 2 pages each, with lots of pictures and good references. A must-have for the new grad. Do I have recommendations for a book that will teach you how to conduct a usability test? Yes, three of them. To communicate what we do to management? Yes. To create personas? Yep -- two or three. Help you with UX in an Agile environment? You bet, I've got two I'd recommend. Create an excellent presentation? Uh hunh. Get buy-in from your team? Of course. There are a plethora of excellent UX books out there. But which ones I recommend ... well ... it depends. 

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  • Need the co-ordinates of innerPolygon

    - by user960567
    Let say I have this diagram, Given that i have all the co-ordinates of outer polygon and the distance between inner and outer polygon is d is also given. How to calculate the inner polygon co-ordinates? Edit: I was able to solved the issue by getting the mid-points of all lines. From these mid-points I can move d distance, So I can get three points. No I have 3 points and 3 slopes. From this, I can get three new equations. Simultaneously, solving the equation get the 3 points.

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  • battery icon / power indicator not shown in menu bar after upgrade to 12.04

    - by user488728
    since the upgrade from 11.10 to 12.04 the battery icon / power indicator is not shown any more in the menu bar. I went to 'system settings'--'power' and tried to set 'show battery status in menu bar' to 'always', however the selection button seems to be corrupt. Strangely, when I open the power settings dialog, the 'show battery status in menu bar' field is set to an empty string instead of showing one of the three possible choices. When I click on the small arrow next to it, the three possible choices are shown. Whatever I select, upon closing the settings dialog and reopening it, the selection field is back to empty. Please help. Thanks! HF

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  • What You Said: How You Deal with Bacn

    - by Jason Fitzpatrick
    Earlier this week we asked you how you deal with Bacn—email you want, but not right now—and you responded. Read on to see the three principle ways HTG readers deal with Bacn. The approach you all took fell into three distinct categories: Filtering, Obfuscating, and Procrastinating. Readers like Ray and jigglypuff use filters: I use Thunderbird as my email client. I have different folders that I filter the email I receive into. The newsletters and other subscribed emails go into a lower priority folder. One word: Filters. I just setup filters for all of this type of mail. Some I let go to inbox, others I let go straight to a folder without seeing it first. Then when I have time or want to go through them, I do. HTG Explains: Is ReadyBoost Worth Using? HTG Explains: What The Windows Event Viewer Is and How You Can Use It HTG Explains: How Windows Uses The Task Scheduler for System Tasks

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  • Check validity Partition in python

    - by fadhil
    I have a question, I really don't understand about partition of set. There are 3 definition that we have to know, and I don't know how to implement the definition into python language. In my case, I have a set of RegionsCode which is set(['Sub-Saharan Africa', 'East Asia & Pacific\n', 'Region\n', 'Middle East & North Africa\n', 'North America\n', 'Latin America & Caribbean\n', 'South Asia\n', 'Sub-Saharan Africa\n', 'Europe & Central Asia\n']) And the question is: Determine if RegionCodes is a valid partition of ?????????????????????? n ??????????????????. There are three steps to showing that a partition is valid, all three steps need to be included here. Output the result of each step to the terminal. I would really appreciate if there is someone helps me.. thank you

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  • Why does service service_name status give different responses for different services?

    - by Code Ghar
    Running the "service service_name status" command gives three different types of output when three different service_names are used. I tried with atftpd, apache2, and isc-dhcp-server, as shown below. user@host:~$ service atftpd status Usage: /etc/init.d/atftpd {start|stop|restart|reload|force-reload} user@host:~$ service apache2 status Apache2 is running (pid 1103). user@host:~$ service isc-dhcp-server status isc-dhcp-server start/running, process 5696 Could this be because atftpd has not been converted to Upstart? The status for isc-dhcp-server shows "start/running" which indicates it has been converted to use Upstart. I would've thought apache2 would have been converted to Upstart already. If it has then why does it not display "start/running"?

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  • Advantages to Multiple Methods over Switch

    - by tandu
    I received a code review from a senior developer today asking "By the way, what is your objection to dispatching functions by way of a switch statement?" I have read in many places about how pumping an argument through switch to call methods is bad OOP, not as extensible, etc. However, I can't really come up with a definitive answer for him. I would like to settle this for myself once and for all. Here are our competing code suggestions (php used as an example, but can apply more universally): class Switch { public function go($arg) { switch ($arg) { case "one": echo "one\n"; break; case "two": echo "two\n"; break; case "three": echo "three\n"; break; default: throw new Exception("Unknown call: $arg"); break; } } } class Oop { public function go_one() { echo "one\n"; } public function go_two() { echo "two\n"; } public function go_three() { echo "three\n"; } public function __call($_, $__) { throw new Exception("Unknown call $_ with arguments: " . print_r($__, true)); } } Part of his argument was "It (switch method) has a much cleaner way of handling default cases than what you have in the generic __call() magic method." I disagree about the cleanliness and in fact prefer call, but I would like to hear what others have to say. Arguments I can come up with in support of Oop scheme: A bit cleaner in terms of the code you have to write (less, easier to read, less keywords to consider) Not all actions delegated to a single method. Not much difference in execution here, but at least the text is more compartmentalized. In the same vein, another method can be added anywhere in the class instead of a specific spot. Methods are namespaced, which is nice. Does not apply here, but consider a case where Switch::go() operated on a member rather than a parameter. You would have to change the member first, then call the method. For Oop you can call the methods independently at any time. Arguments I can come up with in support of Switch scheme: For the sake of argument, cleaner method of dealing with a default (unknown) request Seems less magical, which might make unfamiliar developers feel more comfortable Anyone have anything to add for either side? I'd like to have a good answer for him.

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