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• Google Analytics Funnel problems

  - by Alex

  I have a problem with the funnels in Google Analytics. So I have a e-commerce website that I want to track the user path to a purchase. I want GA to track if a user goes trough these steps [Item page]-[Purchase]-[Checkout]. I thought this could be done by funnels and my setup currently now consist of: Step 1: [Item page] (Required) Step 2: [Purchase] Goal: [Checkout] But when I go to the "Funnel Visualization Report" the following shows. [Item page] Visits: 150 [Purchase page] Visits: 170 [Checkout] Visits: 32 How can the [Purchase page] be higher than the [Item page]? I searched the internet over, and found something called Horizontal Funnels but this doesn't show the correct numbers, again the purchase and checkout steps are higher than the item page. So somehow it doesn't need step 1, to fulfill the funnels/goals. What am I doing wrong?

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• As good as no bounces are registered in Google Analytics [on hold]

  - by user29931

  For a client I am having an issue for which I can't find an explanation. For some reason, bounces are no longer measured (or almost none) in GA. In GA I can see that the issue started in January 2013. I have been looking at the code inside and out, but I can't find any reason why. On the production site, there is (will be removed soon) a POST done on page load, so I thought that Google might see this as user interaction, hence never counting a bounce, but on staging i removed this POST and in the GA account for staging, still no bounces are registered. I have also checked if the tracking code appears twice on the page, and this is not the case. I tried with the GA debug plugin in Firefox and Chrome to see if that would learn me anything, but no luck... The site in question is www.kiala.be.

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• Multiple Google Analytics code for url under same domain

  - by will.i.am

  I have one domain, www.example.com, and www.example.com/sales. the analytic code on both urls are different. so when i login to google account, it will show two separate analytic accounts. on www.example.com/sales, i have a banner linked back to www.example.com. i clicked that banners, and i am sure there are other people have clicked the banner as well. but when i check the analytic of www.example.com, i don't see any thing come from my example.com/sales. I assume analytic on both urls are working, but why it doesn't track the visit from /sales. any idea??

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• Google analytics shows wrong number of page views, asp.net website

  - by f_karlsson

  Sometimes it can be for example 4500 requests, after a few hours it shows a few thousand less. What is wrong? It looks like analytics corrects itself. I changed from classic to Universal a few months ago, do not know if it has anything to do with this. In masterpage: <script> (function (i, s, o, g, r, a, m) { i['GoogleAnalyticsObject'] = r; i[r] = i[r] || function () { (i[r].q = i[r].q || []).push(arguments) }, i[r].l = 1 * new Date(); a = s.createElement(o), m = s.getElementsByTagName(o)[0]; a.async = 1; a.src = g; m.parentNode.insertBefore(a, m) })(window, document, 'script', '//www.google-analytics.com/analytics.js', 'ga'); ga('create', 'UA-xxxxxxxx-1', 'xxxxx.se'); ga('send', 'pageview'); </script>

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• Google Analytics data Missing for 4 days

  - by Shumaila

  I used wrong tracking id in my E-commerce tracking code for Google analytics and missed the data for few days. To add that missing data in my account I have written a short script which manually send all orders data for four days to GA account but what my concern is date : Those orders which already placed on different dates and , when if I run my script and so it will send my missing data with current date , which I do not want. ( I want to send date when that order is actually placed) do anyone help me with this ? I am really much stuck with my work here.

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• google chrome window resizes when click 12.04 kde

  - by user37805

  All windows work fine but maximized G. Chrome window starts moving whenever I click under title bar without moving the cursor, but I don't want to move the windows, just to focus. Under the title bar is next to the tabs, on the blue part. This is annoying. It goes from maximized to moving windows function, with the cross instead of the pointer, only with single steady click. Using KDE 4.8.4, kubuntu 12.04. Something like this http://code.google.com/p/chromium/issues/detail?id=37013. How to solve this?

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• slicehost google apps mx settings

  - by Bob

  Hello All, I am banging my head against the wall on this one. I followed the MX setup tutorials for Google Mail and it didn't work. Currently, after deleting those records and adding the ones google suggested I have domain.com. 86400 IN MX 10 ASPMX.L.GOOGLE.com. domain.com. 86400 IN MX 20 ALT2.ASPMX.L.GOOGLE.com. domain.com. 86400 IN MX 20 ALT1.ASPMX.L.GOOGLE.com. domain.com. 86400 IN MX 30 ASPMX2.GOOGLEMAIL.com. domain.com. 86400 IN MX 30 ASPMX5.GOOGLEMAIL.com. domain.com. 86400 IN MX 30 ASPMX3.GOOGLEMAIL.com. domain.com. 86400 IN MX 30 ASPMX4.GOOGLEMAIL.com. according to the output of my dig command for my particular "domain". I can send email from google apps mail but I can not recieve any email. It gives me the following error: Technical details of permanent failure: Google tried to deliver your message, but it was rejected by the recipient domain. We recommend contacting the other email provider for further information about the cause of this error. The error that the other server returned was: 550 550 #5.1.0 Address rejected [email protected] Now I already tried following the slicehost MX article instructions straight as well and they did not work out for me. The domain has already been verified by google and it says the email is activated from their end. Any help would be appreciated : )

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• Sharepoint 2010 web front end servers and services configuration

  - by Yash

  I have a sharepoint insfrastructure where a document library is made available both locally and on the internet. I have a few web front end servers facing the public (in the DMZ) while having another set inside the secured network for internal use. I also have an application server for sharepoint services inside the secured network. My goal is to configure sharepoint in such a way that the sharepoint services are available only locally and not via the internet. The users accessing the system online should not benefit of the sharepoint services. Is this possible on the same farm?

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• plot markers on google maps with json and jquery

  - by mark

  I am trying to plot the markers as defined in a json file om Google Maps but they don't show on the map. Can somebody help me with this problem? This is the Json file: http://sionvalais.com/gmap/markers/ This is the Javascritp function: function loadMarkers() { var bounds = map.getBounds(); var zoomLevel = map.getZoom(); $.post("/gmaps/markers/index.php", {zoom: zoomLevel, swLat: bounds.getSouthWest().lat(), swLon: bounds.getSouthWest().lng(), neLat: bounds.getNorthEast().lat(), neLon: bounds.getNorthEast().lng()}, function(data) { processMarkers(data, _smallMarkerSize); }, "json" ); } function processMarkers(webcams, markerSize) { var marker = null; var markersInView = new Array(); var idsInView = new Array(); // Loop through the new webcams for (var i = 0; i < webcams.length; i++) { var idx = markers.indexOf(webcams[i].id); if (idx == -1) { var info_html = "<table class='infowindow'>"; info_html += "<tr><td class='img'>"; info_html += "<img src='" + webcams[i].smallimg + "' /><td>"; info_html += "<td><p><b>" + webcams[i].loc + "</b>"; info_html += "<br /><a href='/webcam/" + webcams[i].url + "' target='_blank'>Show webcam</a></p></td></tr>"; info_html += "</table>"; marker = new WebcamMarker(new GLatLng(webcams[i].latitude, webcams[i].longitude), {image: "" + webcams[i].smallimg + "", height: markerSize, width: markerSize}); marker.myhtml = info_html; map.addOverlay(marker); markersInView[webcams[i].id] = marker; } else { markersInView[webcams[i].id] = markers[webcams[i].id]; } idsInView.push(webcams[i].id); } // Now remove the markers outside of the viewport for (var i = 0; i < webcamids.length; i++) { var idx = markersInView.indexOf(webcamids[i]); if (idx == -1) { marker = markers[webcamids[i]]; map.removeOverlay(marker); } } markers = markersInView; webcamids = idsInView; }

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• Getting 404 when attempting to POST file to Google Cloud Storage from service account

  - by klactose

  I'm wondering if anyone can tell me the proper syntax & formatting for a service account to send a POST Object to bucket request? I'm attempting it programmatically using the HttpComponents library. I manage to get a token from my GoogleCredential, but every time I construct the POST request, I get: HTTP/1.1 403 Forbidden <?xml version='1.0' encoding='UTF-8'?><Error><Code>AccessDenied</Code><Message>Access denied.</Message><Detailsbucket-name</Details></Error The Google documentation that describes the request methods, mentions posting using html forms, but I'm hoping that wasn't suggesting the ONLY way to get the job done. I know that HttpComponents has a way to explicitly create form data by using UrlEncodedFormEntity, but it doesn't support multipart data. Which is why I went with using the MultipartEntity class. My code is below: MultipartEntity entity = new MultipartEntity( HttpMultipartMode.BROWSER_COMPATIBLE ); String token = credential.getAccessToken(); entity.addPart("Authorization", new StringBody("OAuth " + token)); String date = formatDate(new Date()); entity.addPart("Date", new StringBody(date)); entity.addPart("Content-Encoding", new StringBody("UTF-8")); entity.addPart("Content-Type", new StringBody("multipart/form-data")); entity.addPart("bucket", new StringBody(bucket)); entity.addPart("key", new StringBody("fileName")); entity.addPart("success_action_redirect", new StringBody("/storage")); File uploadFile = new File("pathToFile"); FileBody fileBody = new FileBody(uploadFile, "text/xml"); entity.addPart("file", fileBody); httppost.setEntity(entity); System.out.println("Posting URI = "+httppost.toString()); HttpResponse response = client.execute(httppost); HttpEntity resp_entity = response.getEntity(); As I mentioned, I am able to get an actual token, so I'm pretty sure the problem is in how I've formed the request as opposed to not being properly authenticated. Keep in mind: This is being performed by a service account. Which means that it does have Read/Write access Thanks for reading, and I appreciate any help!

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• Google maps sometimes does not return a geocoded value for string

  - by XGreen

  Hi Guys, I have the following code: It basically looks into a HTML list and geocodes and markets each item. it does it correctly 8 out of ten but sometimes I get an error I set for show in the console. I can't think of anything. Any thoughts is much appreciated. $(function () { var map = null; var geocoder = null; function initialize() { if (GBrowserIsCompatible()) { // Specifies that the element with the ID map is the container for the map map = new GMap2(document.getElementById("map")); // Sets an initial map positon (which mainly gets ignored after reading the adderesses list) map.setCenter(new GLatLng(37.4419, -122.1419), 13); // Instatiates the google Geocoder class geocoder = new GClientGeocoder(); map.addControl(new GSmallMapControl()); // Sets map zooming controls on the map map.enableScrollWheelZoom(); // Allows the mouse wheel to control the map while on it } } function showAddress(address, linkHTML) { if (geocoder) { geocoder.getLatLng(address, function (point) { if (!point) { console.log('Geocoder did not return a location for ' + address); } else { map.setCenter(point, 8); var marker = new GMarker(point); map.addOverlay(marker); // Assigns the click event to each marker to open its balloon GEvent.addListener(marker, "click", function () { marker.openInfoWindowHtml(linkHTML); }); } } ); } } // end of show address function initialize(); // This iterates through the text of each address and tells the map // to show its location on the map. An internal error is thrown if // the location is not found. $.each($('.addresses li a'), function () { var addressAnchor = $(this); showAddress(addressAnchor.text(), $(this).parent().html()); }); }); which looks into this HTML: <ul class="addresses"> <li><a href="#">Central London</a></li> <li><a href="#">London WC1</a></li> <li><a href="#">London Shoreditch</a></li> <li><a href="#">London EC1</a></li> <li><a href="#">London EC2</a></li> <li><a href="#">London EC3</a></li> <li><a href="#">London EC4</a></li> </ul>

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• Google App Engine - SiteMap Creation for a social network

  - by spidee

  Hi all. I am creating a social tool - I want to allow search engines to pick up "public" user profiles - like twitter and face-book. I have seen all the protocol info at http://www.sitemaps.org and i understand this and how to build such a file - along with an index if i exceed the 50K limit. Where i am struggling is the concept of how i make this run. The site map for my general site pages is simple i can use a tool to create the file - or a script - host the file - submit the file and done. What i then need is a script that will create the site-maps of user profiles. I assume this would be something like: <?xml version="1.0" encoding="UTF-8"?> <urlset xmlns="http://www.sitemaps.org/schemas/sitemap/0.9"> <url> <loc>http://www.socialsite.com/profile/spidee</loc> <lastmod>2010-5-12</lastmod> <changefreq>???</changefreq> <priority>???</priority> </url> <url> <loc>http://www.socialsite.com/profile/webbsterisback</loc> <lastmod>2010-5-12</lastmod> <changefreq>???</changefreq> <priority>???</priority> </url> </urlset> Ive added some ??? as i don't know how i should set these settings for my profiles based on the following:- When a new profile is created it must be added to a site-map. If the profile is changed or if "certain" properties are changed - then i don't know if i update the entry in the map - or do something else? (updating would be a nightmare!) Some users may change their profile. In terms of relevance to the search engine the only way a google or yahoo search will find the users (for my requirement) profile would be for example by means of [user name] and [location] so once the entry for the profile has been added to the map file the only reason to have the search-bot re-index the profile would be if the user changed their user-name - which they cant. or their location - and or set their settings so that their profile would be "hidden" from search engines. I assume my map creation will need to be dynamic. From what i have said above i would imagine that creating a new profile and possible editing certain properties could mark it as needing adding/updating in the sitemap. Assuming i will have millions of profiles added/being edited how can i manage this in a sensible manner. i know i need a script that can append urls as each profile is created i know the script will prob be a TASK - running at a set freq - perhaps the profiles have a property like "indexed" and the TASK sets them to "true" when the profiles are added to the map. I dont see the best way to store the map - do i store it in the datastore i.e; model=sitemaps properties key_name=sitemap_xml_1 (and for my map sitemap_index_xml) mapxml=blobstore (the raw xml map or ror map) full=boolean (set true when url count is 50) # might need this as a shard will tell us To make this work my thoughts are m cache the current site map structure as "sitemap_xml" keep a shard of url count when my task executes 1. build the xml structure for say the first 100 urls marked "index==false" (how many could u run at a time?) 2. test if the current mcache sitemap is full (shardcounter+10050K) 3.a if the map is near full create a new map entry in models "sitemap_xml_2" - update the map_index file (also stored in my model as "sitemap_index" start a new shard - or reset.2 3.b if the map is not full grab it from mcache 4.append the 100 url xml structure 5.save / m cache the map I can now add a handler using a url map/route like /sitemaps/* Get my * as map name and serve the maps from the blobstore/mache on the fly. Now my question is does this work - is this the right way or a good way to start? Will this handle the situation of making sure the search bots update when a user changes their profile - possibly by setting the change freq correctly? - Do i need a more advance system :( ? or have i re-invented the wheel! I hope this is all clear and make some form of sense :-)

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• Using a service registry that doesn’t suck Part III: Service testing is part of SOA governance

  - by gsusx

  This is the third post of this series intended to highlight some of the principles of modern SOA governance solution. You can read the first two parts here: Using a service registry that doesn’t suck part I: UDDI is dead Using a service registry that doesn’t suck part II: Dear registry, do you have to be a message broker? This time I’ve decided to focus on what of the aspects that drives me ABSOLUTELY INSANE about traditional SOA Governance solutions: service testing or I should I say the lack of...(read more)

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• Using a service registry that doesn’t suck part II: Dear registry, do you have to be a message broker?

  - by gsusx

  Continuing our series of posts about service registry patterns that suck, we decided to address one of the most common techniques that Service Oriented (SOA) governance tools use to enforce policies. Scenario Service registries and repositories serve typically as a mechanism for storing service policies that model behaviors such as security, trust, reliable messaging, SLAs, etc. This makes perfect sense given that SOA governance registries were conceived as a mechanism to store and manage the policies...(read more)

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• Agile SOA Governance: SO-Aware and Visual Studio Integration

  - by gsusx

  One of the major limitations of traditional SOA governance platforms is the lack of integration as part of the development process. Tools like HP-Systinet or SOA Software are designed to operate by models on which the architects dictate the governance procedures and policies and the rest of the team members follow along. Consequently, those procedures are frequently rejected by developers and testers given that they can’t incorporate it as part of their daily activities. Having SOA governance products...(read more)

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• SO-Aware at the Atlanta Connected Systems User Group

  - by gsusx

  Today my colleague Don Demsak will be presenting a session about WCF management, testing and governance using SO-Aware and the SO-Aware Test Workbench at the Connected Systems User Group in Atlanta . Don is a very engaging speaker and has prepared some very cool demos based on lessons of real world WCF solutions. If you are in the ATL area and interested in WCF, AppFabric, BizTalk you should definitely swing by Don’s session . Don’t forget to heckle him a bit (you can blame it for it ;) )...(read more)

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• Back from Teched US

  - by gsusx

  It's been a few weeks since I last blogged and, trust me, I am not happy about it :( I have been crazily busy with some of our projects at Tellago which you are going to hear more about in the upcoming weeks :) I was so busy that I didn't even have time to blog about my sessions at Teched US last week. This year I ended up presenting three sessions on three different tracks: BIE403 | Real-Time Business Intelligence with Microsoft SQL Server 2008 R2 Session Type: Breakout Session Real-time business...(read more)

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• Tellago & Tellago Studios at Microsoft TechReady

  - by gsusx

  This week Microsoft is hosting the first edition of their annual TechReady conference. Even though TechReady is an internal conference, Microsoft invited us to present a not one but two sessions about some our recent work. We are particularly proud of the fact that one of those sessions is about our SO-Aware service registry. We see this as a recognition to the growing popularity of SO-Aware as the best Agile SOA governance solution in the Microsoft platform. Well, on Tuesday I had the opportunity...(read more)

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• SSRS Drillthrough for SSAS cubes, how to pass a parameter to an MDX dataset

  - by MartinIsti

  Yesterday I had a chat with my boss about drillthrough reports. I told him that with SSRS 2008 it can be done easily. Yep, I was right in terms of a SQL Server data source (or other relational I presume) but it cost me almost a day to figure out how to do it if you have two reports based on an SSAS OLAP cube!...(read more)

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• How to call Office365 web service in a Console application using WCF

  - by ybbest

  In my previous post, I showed you how to call the SharePoint web service using a console application. In this post, I’d like to show you how to call the same web service in the cloud, aka Office365.In office365, it uses claims authentication as opposed to windows authentication for normal in-house SharePoint Deployment. For Details of the explanation you can see Wictor’s post on this here. The key to make it work is to understand when you authenticate from Office365, you get your authentication token. You then need to pass this token to your HTTP request as cookie to make the web service call. Here is the code sample to make it work.I have modified Wictor’s by removing the client object references. static void Main(string[] args) { MsOnlineClaimsHelper claimsHelper = new MsOnlineClaimsHelper( "[email protected]", "YourPassword","https://ybbest.sharepoint.com/"); HttpRequestMessageProperty p = new HttpRequestMessageProperty(); var cookie = claimsHelper.CookieContainer; string cookieHeader = cookie.GetCookieHeader(new Uri("https://ybbest.sharepoint.com/")); p.Headers.Add("Cookie", cookieHeader); using (ListsSoapClient proxy = new ListsSoapClient()) { proxy.Endpoint.Address = new EndpointAddress("https://ybbest.sharepoint.com/_vti_bin/Lists.asmx"); using (new OperationContextScope(proxy.InnerChannel)) { OperationContext.Current.OutgoingMessageProperties[HttpRequestMessageProperty.Name] = p; XElement spLists = proxy.GetListCollection(); foreach (var el in spLists.Descendants()) { //System.Console.WriteLine(el.Name); foreach (var attrib in el.Attributes()) { if (attrib.Name.LocalName.ToLower() == "title") { System.Console.WriteLine("> " + attrib.Name + " = " + attrib.Value); } } } } System.Console.ReadKey(); } } You can download the complete code from here. Reference: Managing shared cookies in WCF How to do active authentication to Office 365 and SharePoint Online

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• Navigating the Unpredictable Swinging of the Financial Regulation Pendulum

  - by Sylvie MacKenzie, PMP

  Written by Guest Blogger: Maureen Clifford, Sr Product Marketing Manager, Oracle The pendulum of the regulatory clock is constantly in motion, albeit often not in any particular rhythm.  Nevertheless, given what many insurers have been through economically, any movement can send shock waves through critical innovation and operational plans.  As pointed out in Deloitte’s 2012 Global Insurance Outlook, the impact of regulatory reform can cause major uncertainty in the area of costs.  As the reality of increasing government regulations settles in, the change that comes along with it creates more challenges in compliance and ultimately on delivering the optimum return on investment.  The result of this changing environment is a proliferation of compliance projects that must be executed with an already constrained set of resources, budget and time. Insurers are confronted by the need to gain visibility into all of their compliance efforts and proactively manage them. Currently that is very difficult to do as these projects often are being managed by groups across the enterprise and they lack a way to coordinate their efforts and drive greater synergies.  With limited visibility and equally limited resources it is no surprise that reporting on project status and determining realistic completion of these projects is only a dream. As a result, compliance deadlines are missed, penalties are incurred, credibility with key stakeholders and the public is jeopardized and returns and competitive advantage go unrealized. Insurers need to ask themselves some key questions: Do I have “one stop” visibility into all of my compliance efforts?  If not, what can I do to change that? What is top priority and how does that impact my already taxed resources? How can I figure out how to best balance my resources to get these compliance projects done as well as keep key innovation and operational efforts on track? How can ensure that I have all the requisite documentation for each compliance project I undertake? Dealing with complying with regulatory efforts is a necessary evil. Don't let the regulatory pendulum sideline your efforts to generate the greatest return on investment for your key stakeholders.

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• How to call Office365 web service in a Console application using WCF

  - by ybbest

  In my previous post, I showed you how to call the SharePoint web service using a console application. In this post, I’d like to show you how to call the same web service in the cloud, aka Office365.In office365, it uses claims authentication as opposed to windows authentication for normal in-house SharePoint Deployment. For Details of the explanation you can see Wictor’s post on this here. The key to make it work is to understand when you authenticate from Office365, you get your authentication token. You then need to pass this token to your HTTP request as cookie to make the web service call. Here is the code sample to make it work.I have modified Wictor’s by removing the client object references. static void Main(string[] args) { MsOnlineClaimsHelper claimsHelper = new MsOnlineClaimsHelper( "[email protected]", "YourPassword","https://ybbest.sharepoint.com/"); HttpRequestMessageProperty p = new HttpRequestMessageProperty(); var cookie = claimsHelper.CookieContainer; string cookieHeader = cookie.GetCookieHeader(new Uri("https://ybbest.sharepoint.com/")); p.Headers.Add("Cookie", cookieHeader); using (ListsSoapClient proxy = new ListsSoapClient()) { proxy.Endpoint.Address = new EndpointAddress("https://ybbest.sharepoint.com/_vti_bin/Lists.asmx"); using (new OperationContextScope(proxy.InnerChannel)) { OperationContext.Current.OutgoingMessageProperties[HttpRequestMessageProperty.Name] = p; XElement spLists = proxy.GetListCollection(); foreach (var el in spLists.Descendants()) { //System.Console.WriteLine(el.Name); foreach (var attrib in el.Attributes()) { if (attrib.Name.LocalName.ToLower() == "title") { System.Console.WriteLine("> " + attrib.Name + " = " + attrib.Value); } } } } System.Console.ReadKey(); } } You can download the complete code from here. Reference: Managing shared cookies in WCF How to do active authentication to Office 365 and SharePoint Online

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• Ideas for my MSc project and Google Summer of Code 2011

  - by Chris Wilson

  I'm currently putting together ideas for my master's project which I'll be working on over the summer, and I would like to be able to use this time to help Ubuntu in some way. I have the freedom to come up with pretty much any project in the field of software development/engineering provided it Is a substantial piece of software (for reference, I will be working on it for five full months) Solves a problem for more people than just myself I was hoping to use this project as an opportunity to get some experience with the underbelly of Linux, so that I can mention on my CV that I have 'experience in developing for *NIX in C++', which I'm noticing more and more companies are looking for these days, probably because stuff's moving to cloud servers and that's where Linux rules the roost. My problem is that, since I don't have the experience to begin with, I'm not sure what to do for such a project, and I was wondering if anyone could help me with this. I've noticed from Daniel Holbach's blog that Ubuntu participated in the Google Summer of Code 2010, and that project ideas for that can be found here. However, I have not been able to find anything related to Ubuntu and GSoC 2011, but I have noticed from the GSoC timeline that the list of mentoring organisations will not be published until March 18th. I have two questions here. Has Ubuntu applied to be a part of Summer of Code 2011, and what is the status of the 2010 project list linked to earlier. Were they all implemented or are there still some that can be picked up now, should I not participate in GSoC? I'd like to do something for Ubuntu, but I'd rather not spend my time reinventing the wheel.

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• SO-Aware sessions in Dallas and Houston

  - by gsusx

  Our WCF Registry: SO-Aware keeps being evangelized throughout the world. This week Tellago Studios' Dwight Goins will be speaking at Microsoft events in Dallas and Houston ( https://msevents.microsoft.com/cui/EventDetail.aspx?culture=en-US&EventID=1032469800&IO=ycqB%2bGJQr78fJBMJTye1oA%3d%3d ) about WCF management best practices using SO-Aware . If you are in the area and passionate about WCF you should definitely swing by and give Dwight a hard time ;)...(read more)

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• Elevating Customer Experience through Enterprise Social Networking

  - by john.brunswick

  I am not sure about most people, but I really dislike automated call center routing systems. They are impersonal and convey a sense that the company I am dealing with does not see the value of providing customer service that increases positive perception of their brand. By the time I am connected with a live support representative I am actually more frustrated than before I originally dialed. Each time a company interacts with its customers or prospects there is an opportunity to enhance that relationship. Technical enablers like call center routing systems can be a double edged sword - providing process efficiencies, but removing the human context of some interactions that can build a lot of long term value and create substantial repeat business. Certain web systems, available through "chat with a representative" now links on some web sites, provide a quick and easy way to get in touch with someone and cut down on help desk calls, but miss the opportunity to deliver an even more personal experience to customers and prospects. As more and more users head to the web for self-service and product information, the quality of this interaction becomes critical to supporting a company's brand image and viability. It takes very little effort to go a step further and elevate customer experience, without adding significant cost through social enterprise software technologies. Enterprise Social Networking Social networking technologies have slowly gained footholds in the enterprise, evolving from something that people may have been simply curious about, to tools that have started to provide tangible value in the enterprise. Much like instant messaging, once considered a toy in the enterprise, expertise search, blogs as communications tools, wikis for tacit knowledge sharing are all seeing adoption in a way that is directly applicable to the business and quickly adding value. So where does social networking come in when trying to enhance customer experience?

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