I’ve said it before, I shall say it again.
Just because your work is stalled ‘cos your PC is broken does not mean we have any more time to fix it.
If you can’t afford the downtime, don’t get your machine virus infested in the first place.
Because maybe, just maybe, the time simply isn’t available to fix it yet.
I was wandering around town today, desperately trying to find anywhere that stocked a particular model of Freeview+ PVR. In this I was woefully unsuccessful. However, two of the shops I tried were showing the BBC HD Preview Loop.
First one I looked at did look ever so slightly on the grainy/fuzzy side. It was still an improvement over what I useually get when SD is upscaled on my modest 22″ TV. But the edges seemed to lack a little. Nothing that would seem to justify the wailing and gnashing of teeth that is increasingly common on the BBC Internet Blog.
Then I looked at the TV next to it.
Continue reading BBC HD – Quality Observations
There’s a bit of a crapstorm currently going down on the BBC Internet Blog, especially one of its posts concerning picture quality and bitrate. Now, on the one hand I do sort of want to stand with the people doing the complaining. On the other, don’t have HD myself and can’t help but empathize with those being complained at.
I can’t help it. I work in IT, spending a fair chunk of my time dodging users. I spend a lot of that time taking a lot of flak for when the way things are don’t match with what the users want. And users/customers always seem to have this sense of entitlement that’s one step out of phase with reality. (Can you tell I once spent a year working in a Supermarket..?)
I guess the problem is more noticeable if, like me, you’re not affected by the issue at hand. I observe it logically, not emotionally. And I compare it with Strictly Come Dancing.
Stay with me here…
Many of the comments are like Craig. hardly ever happy. Always picking fault. And I mean always. And when someone genuinely dances awfully, they still side against Craig despite him being right. And I’m reminded of him when some people were complaining about the picture quality when others thought it was at least passable. Now, when there seems to be a real issue, the same people make the exact same comments and it’s really hard to take them seriously.
Then there’s Len. he nearly always tries to pick something positive out. So when he rails on someone, it means they really are bad. His negative opinion counts, as it usually means there really is something wrong. And some of the commenters are like that. They defend the BBC when they can, and slate it when it’s wrong.
My problem is that I can’t really side with the “users” in this particular case. For “picture quality” substitute “printers and photocopiers” and you get exactly the same tone of complaints that I deal with at work from people who simply won’t accept anything other than their view of how things have to be.
If it’s like any of the situations I face at work, if anything could be done it would be. The fact that the bitrate has been cut means that it’d been cut for a reason. It may be a good reason, it may be a crap one, but there’s a reason for it. And such decisions (especially the bad ones) don’t often get unmade. And it’s the poor sods in the firing line who get the flak.
And having been one of those poor sods in the past (and present), my sympathies lie with them. As do my congratulations, as I’d’ve gone off on one by now were I in their shoes.
Sometimes I hate trying to use the Web to troubleshoot a problem. Whether it’s via a general search engine or a sites own internal search, it’s often impossible to find a decent solution.
Instead, I often find the following:
Try Option X
Which is all well and good, but I’ve usually already long-since tried that. By the time I search, I’ve already discounted this as a viable option.
Please Search Before Asking
Yes, thankyou Mr Forum Policeman. In an effort to reduce people re-asking the same problems, you’ve just diluted the efficiency of the searches you’ve just recommended. Often the true answer is hidden in a sea of hits for “please try searching first”.
Alternatives to using Y with Z
Congratulations! You’ve made it that much harder to try and find a solution to actually getting Y and Z to work by providing a very detailed webpage detailing exactly what I’m not looking for.
If I’m searching for a certain scenario using a specific product, the last thing I want is a hit for that scenario followed by:
Of course, I could use (insert product here)
That’s just polluting the search-space.
I’ve been a bit vocal on Twitter and FM’s own blogs in my opinion that Freshmeat.net‘s new version (FM3) is fundementaly broken.
No more can I use a combination of searching and true catergory heirarchy drill-down, it now has some sort of hand-wavy tag-cloud system.
I’m sorry, guys, but you’ve totally screwed it. I just saw an archived version of FM2. It was planer, more borring, but it bloody swell worked for what I needed out of a software-search site. The ability to actually search it.
Yes, imporvements have been made since it went live. In fact, it seems like the site was put out in an incomplete state, which is even worse. It’s getting better, but it will never be what it once was.
And that’s a shame, as it once worked.
OK. Here’s the deal. Things can take time to fix, or to set up. This is unavoidable. If your computer needs fixing, your IT department will need time to fix it. If really busy, it will take longer.
Now this is where people’s understanding of computers tends to break down. Your computer does not care how busy you are, or how inconvenient it is to do without it.
If it’s going to break, it’s going to break. If fixing it will take two days, then it’s going to be two days. It sucks, but it’s the way it is.
Now here is a little secret I’m going to reveal. And it has to be a secret, because it is incredibly clear to me that nobody is aware of this.
Saying how urgently you need something does not make it any faster to fix or implement. No, seriously. This is true.
I often get the distinct impression that people think that saying how urgently they need their computer either makes the problem easier to fix, or that it is a way to get their IT Support Staff on side. Especially after aforementioned staff have patiently explained why something is going to take as long as it will. Or why it needs doing. Or any other such reasoning.
Somehow every computer user thinks that by asking enough times, or stating their case, or going to the next line in management, that things will happen faster.
All that really happens is that they end up being told exactly the same thing, and prolonging the amount of time needed to get it done in the first place.
Oh and, whilst I’m at it, barging past the IT Manager to talk to one of the support team, and making said manager drop things… That really isn’t going to get your query seen to any faster.
And yes, I have known that to happen.
There’s a reason that I chose IT Support as a career. I like technology. I seem to have some skill in that area. I like solving problems. I’m also, probably like many techies, a little bit stereotypical. I’m comfortable with computers, and not so great with people. At least, I’m not very good with the general public. People I’m used to, I’m fine with. Continue reading Customer Facing