One of my greater joys in business over the past two years has been the development of our PSA. In the process of studying just how much we suck (and the extent) I’ve really gathered an alarming amount of data points that explain just where we suck but also the uniform way in which our client base is retarded. Naturally, it’s our fault.

Earlier today one of the kids from the Leesburg office drove down to frigid 60F Orlando and we took him out to lunch. We talked about some of the more advanced topics regarding ExchangeDefender. It’s so nice to see people interested in your work.

It’s also quite a pleasure to explain the actual meaning and implementation of the system and watch their dreams shatter in front of you. “Well, yes, that’s how we explain it. Here is what actually happens on the backend.” What can I say, my job is to deliver a message to destinations that are setup by a combo of a laid off IT helpdesk employee, part time lawyer and his wife, the disaccredited CPA. The miracles we perform to get mail to go from point A to point B deserve some sort of a sainthood.

So today we made some slight changes to the support system.

See if you can tell which one is for real.

This is the official business version:

Better Support Escalation

This dropdown allows you to select the service that you are requesting support for. This helps us route the request to the most qualified individual on the support team that can address your request quickly.

Note that when you select an item you will be presented with a checkbox to tell us if this is a service outage. If the outage affects the entire organization, and you check this box, we will escalate the request for free and bump you to the front of the queue.

Now, since I wrote the whole thing this afternoon, allow me to take you through the development process and the reality behind the sugarcoated marketing speak:

Business Problem Definition:

1. These jackasses aren’t reading the documentation.
2. Support team spends all day copying and pasting KB articles.
3. People shouldn’t pay for urgent support if there is a system down issue. We aren’t going to waive charges for urgent support. Meet me half way!

Business Problem Analysis:

1. Nobody reads our documentation.
2. Nobody bothers to file support requests with enough detail, only bare minimum.
3. Nobody reads anything we write or do.

Solution Matrix:

1. How about we hide a setting for our literate partners that lets them get free support?
2. What about embedding help right when they ask the question, maybe it temporarily distracts them and they forget what they wanted.
3. Maybe we can route these requests better around the clock, skip the middle man.

Voila.

Now, true: I wrote this to help my partners and make my staff a lot more efficient and provide more value along the way.

However: Things would cost so much less and perform so much better if we were not stuck in the baby sitting mode training people how to use the products they should have learned in less than 1 hour of video sessions.

This, IMHO, is what sucks about IT and what makes most people throw their hands up in frustration and they end up compromising for Google Gmail and the iPhone. Neither is a serious business solution, but serious business people are about money and efficiency – not about throwing money down the IT Strategic Initiative toilet, hoping to have something valuable at some upgrade cycle in the future.

Ballmer is under fire for some statements he made today. For what it’s worth, I defend the guy for being up front about the problem and what is going on. We can no longer afford little incremental fill-in-the-gap solutions. It’s all or nothing, black or white, people simply won’t put up with limitations in reliability. If they have to put up with limitations, they will go to the shiny crap or free crap – because let’s face it, if it’s all crap anyhow you may as well not pay for it and at least get some joy out of looking at it.

Apple has some awesome videos teaching you how to get the most out of your Apple gear. As even Steven Ballmer noticed, Apple is spectacular at defining a narrow feature set and providing a great user experience. But let’s face it, every gadget has an experience of its own and the satisfaction varies with how you use it. iPhone 3G in particular is plagued with battery performance issues so here is my experience with it, remember that your mileage may vary.

In the past 24 hours I have used my iPhone to take a few pictures and upload them to Facebook. I have written two Facebook messages, four Tweets on twitter.com including one response, sent a bunch of email and spent some time on the phone. I used it as an alarm this morning. I have spent 3 hours 19 minutes on the phone over Edge, sent three SMS messages, listened to approximately three MP3s and maybe 20 minutes of Pandora radio. I have also spent about an hour browsing around and reading blogs and email. I have installed a few apps. In total, I have uploaded 26.1 Mb  of data and downloaded 186 Mb. I still have more than 20% battery left.

There are many optimization tips, all obviously depend on your usage patterns. First, the obvious battery hogs:

• 3G
• WiFi
• Bluetooth
• Screen Brightness

Turn all of those off if you wish to extend your battery life. Also consider shutting down the Push Mail feature if you can, I am not at liberty to do that since my primary use for the phone is still sending and receiving messages. But if getting your email immediately is not a big requirement you might want to consider turning this feature off or you will be wasting your battery on a constant stream of junk that hits your iPhone before Outlook cached mode moves it to Junk.

In terms of Usage Metrics: Full on power user mode barely makes it past 2 PM. This assumes all services on, 3G network, voice, Facebook, Twitter, iPod on the way to work, phone, video and email in a business environment. By comparison, lighter use with Edge instead of 3G, makes it through the day and then some.

The iPhone “Problem”: If you are coming from other platforms you will find yourself disappointed with the battery life. I can almost guarantee that. This is simply because you will actually find yourself using your phone for activities that would make you smash for previous gadget to pieces out of frustration. Ever tried browsing the web and catching up with news and friends before iPhone? The same level of frustration is just not there on an iPhone and you find yourself using more apps and using the phone for more than you ever would.

It makes your laptop lonely. But without a replaceable battery for the iPhone, or willingness to carry emergency chargers you have to restrain yourself a little. Or hope that chicks dig solar energy.

Why, yes baby, that IS a solar array in my pocket AND I am happy to see you!

Bow down to the power of mobile gadgetry.