Cubicles

Cubicles and Dilbert

I work in a cubicle. It’s a cubicle designed for six and there are only two of us in it – but it’s a cubicle. A decade ago I was part of a team which selected the current model. We traveled up to Steel Case’s office showroom in Michigan and checked out the options. I drank the Kool Aid – came back a zealot for modern office designs. Imagine my angst when I discovered no one else had any interest in cubicle-ville.

Of course, my disappointment can’t come close to equalling that of the inventor of the modern cubicle. How ironic that he thought he was making things better for the American worker. Then, heaping sarcasm on top of irony – we have the Dilbert Cubicle.

Employee Service

Turning customer service techniques inward and providing employee service. This article describes the techniques and benefits.

Update: Some time has passed since I originally posted this and upon rereading, I’m struck by how crazy this scheme sounds. I just can’t imagine how this could be subverted by the American worker. I would love to see something like this work in the U.S., but I can not imagine anything other then the management team either getting deluged with trivial issues or getting nothing at all.

KinderStart Accuses Google of Abuse

More evidence that Google is displacing Microsoft as the evil empire. Computerworld is reporting that KinderStart.com Inc. has filed a class action lawsuit in California alleging that Google:

…violating its right to free speech under the U.S. Constitution, violating Section 2 of the Sherman Antitrust Act by using a monopoly position to harm competitors, engaging in unfair practices and competition under California law, and committing defamation and libel.

KinderStart operates a web site for parents of children under the age of 7. There’s so much we don’t know yet – but this can’t be good news for Google’s PR folks.

American Way and GTD

The American Way Magazine has a great article on Getting Things Done. If you know someone you thing would benefit from using GTD but haven’t been able to make your point – this article will probably win them over. It very succinctly describes the benefits of the process.

One interesting quote from the article which really resonates with me:

Publisher Michael Hyatt observes another change wrought by GTD: a dramatic drop in his tolerance for the hopelessly disorganized. It drives me crazy, he confesses. I had to terminate a few high-profile people who would commit to something in a meeting and then just wouldn’t follow through, so it was a colossal waste of everyones time.

Court Ducks, Google Triumphs

The Google Blog has the latest news regarding their legal dispute with the government. Google has successfully limited the scope of this specific request. The federal government is monolithic and moves at a ponderous pace. The legal decision appears to have hinged on the governments failure to describe the value of the information and why it is necessary. Well I’m guessing their next request won’t be as vague. This is the first round in a long battle and the best thing you can say about the dispute is that it is being conducted in broad daylight. I’m no legal pundit but it really feels like the court in this particular case did not extend themselves. So many politicians complain that the courts legislate but this is clearly not one of those cases. The judge ducked the decision indicating that the government can’t support their claims.

The posts closing paragraph is one we’ll be quoting from in the future:

We will always be subject to government subpoenas, but the fact that the judge sent a clear message about privacy is reassuring. What his ruling means is that neither the government nor anyone else has carte blanche when demanding data from Internet companies. When a party resists an overbroad subpoena, our legal process can be an effective check on such demands and be a protector of our users.

Correlation Patents

Patent Office in Violation of Patent – That’s the headline I want read some day.

Michael Crichton (yea – that one) has written a New York Times Op-Ed piece on a the use of correlation patents in the biomedical industry. Anyone who thinks the patent office and associated industries isn’t ripe for an oversight body needs to read this editorial. I’ve lost track of the number of stories like this. It’s criminal but there is apparently no way to get off the bus.

From the editorial:

All this may sound absurd, but it is the heart of a case that will be argued before the Supreme Court on Tuesday. In 1986 researchers filed a patent application for a method of testing the levels of homocysteine, an amino acid, in the blood. They went one step further and asked for a patent on the basic biological relationship between homocysteine and vitamin deficiency. A patent was granted that covered both the test and the scientific fact. Eventually, a company called Metabolite took over the license for the patent.

Although Metabolite does not have a monopoly on test methods — other companies make homocysteine tests, too — they assert licensing rights on the correlation of elevated homocysteine with vitamin deficiency. A company called LabCorp used a different test but published an article mentioning the patented fact. Metabolite sued on a number of grounds, and has won in court so far.

The seven concentric circles of hell are populated by an ever increasing number of lawyers. Patent lawyers comprise the inner circle.

Configurable Item Granularity

I recently read a posting entitled A first look at HP ServiceDesk. I’m going to have to read the referenced thesis – The Convergence of Metadata and IT Service Management. I don’t have enough context to comment but I’m not really seeing the point.

I didn’t realize until I had started in on this that this post was from 2003. I’m sure everyone’s moved on at this point – soooo, never mind.

My company uses OVSD. We stumbled early on with CIs because we tried to be too granular. It is the hardest one of the hardest things with which we dealt. That being said, our challenge was around whether it made sense to consider a subsystem a CI. We dove too deep and ended up having to withdraw to a higher level. This is one of those traps that’s easier to see after you’ve fallen in.

For us, several factors influenced us to raise the level of detail:

  1. The level of detail required for service calls and incidents.
  2. The level of detail required for development purposes.

OVSD is a service management tool – not a configuration management tool. The low level of detail should be reserved for development methodology oriented tools. If you’re building software and you need to keep versions of objects, the little pieces matter. If you’re trouble shooting a problem, if you can see the change orders associated with a CI and you understand the symptoms within that context – you’re almost all the way there. Most support professionals don’t need more to resolve issues.

I’ll read the thesis, but from my perspective the point is to strike a balance between the different service offerings. Technical professionals do not use OVSD to determine if an index should be added. The support staff responsible for an application should know the volume and performance characteristics of a table based on the DBMS reporting tools. OVSD is a general tool which binds together others (the one ring) – it does not displace them.

The post ends with the following questions. I have added my answers besides each:

  1. Is a database a configuration item? Yes.
  2. Is a database table a configuration item? No. Unless you have a huge table used for some hugely critical purpose it doesn’t make sense to go to this level of detail.
  3. Is a database column a configuration item? Well – I guess the answer above takes all the mystery out of this answer – no.
  4. Is a database index a configuration item? Ditto – no way.

Outsourcing Original Content

I’m not certain how long it will stay available to the unsubscribed, but there’s a hugely humorous post by Lee Gomes on the Wall Street Journal on web content.

Update: I neglected to explain the major theme of the post in my original discussion here – web masters are paying pennies to individuals on shore and off to crank out what they loosely call “original content”. In fact they are outsourcing the production of crap.

My favorite quote:

In fact, search engines are more like a TV camera crew let loose in the middle of a crowd of rowdy fans after a game. Seeing the camera, everyone acts boorishly and jostles to get in front. The act of observing something changes it.

You just have to love that observation.

Google – Idiot Savant

Sometimes it’s hard to tell the difference between just plain lucky and good. As the story unfolds, Google is now in the position of being the people’s search engine. The ugly corporate giants Time Warner (via AOL), Microsoft and Yahoo have all kowtowed to the government and ‘cooperated’. Google, young and brash, is the people’s guardian of privacy. Are they this good or is this an intuitive decision at the corporate level.

But then you read the filings between the two sides in the legal wrangle and you get a different perspective. Google receives the original subpoena on August 25th, 2005. They receive an extension on responding and do so on October 10th. Their attorney, Ashok Ramani of the Keker & Van Nest firm, indicates that the original subpoena is defective. The argument is made (repeatedly) that the requests exceed the scope of the authorizing Federal Rules of Civil Procedure. Basically, the response reads “You can’t compel us to do something beyond the legal framework you have used as a starting point. As we (for reasons described later) are not inclined to provide you everything, we will only provide what the framework authorizes you to request. Even more telling is Mr. Ramani’s last paragraph:

…Google objects because to comply with the Request could endanger its trade secrets. Dr. Stark’s involvement would require Google to disclose the approximate number of queries it receives on a given day, and some details about how it stores those queries…

Short of figuring out the system by which the airline industry calculates fares, I can’t conceive of anything more complex and convoluted then the confluence of attorneys, statistics and (the simplest leg of the tripod which is this story) the privacy advocates. It’s no wonder story after story is being published by technical press republishing each other’s stories. This stuff is denser then iron.

The fact is, you can spin this story a number of different ways:

  1. This is a titanic struggle between the forces of good and evil (you assign whomever you like to each party). Google is resisting the governments inclination to use the search engine data as an extension of it’s own power structure.
  2. This is a dispute originating from Google’s corporate culture. They are a very young company which has not had to deal with the Government in the past.
  3. This is a clever strategy by Google – waiting until after the other search engines comply to produce the impression that they care about privacy and other search engines do not.
  4. Google’s views it’s database as a corporate asset and interpretes the request in that light. You don’t simply give your assets to the government. Taxes yes, assets no.
  5. Google’s marketing staff saw the bear trap from a mile away and knew, given the topics on the public’s radar, that any disclosure of anything smelling of individually identifiable bits would trigger a nasty reaction.
  6. Google receives so much ad money from the online red light district that disclosing the actual statistics would open them up to attacks from the conservative community

The fact is, now that they have positioned themselves this way publically, they must see it through to it’s natural conclusion. They will eventually accede to the demands but only after they have stood on the shoulders of the other search engines and positioned Google as separate and apart from the pack.