As the daughter of a professional photographer, I know all about the feigned grin. I knew when the smile was necessary, and thus obliged, mostly to get the picture-taking over with so I could get about the business of playing with my dollies.

I read in a piece recently about one age-old way to increase productivity, one that does not require smile police or a morale militia.

So I understand how the employees of Japan’s Keihin Electric Express Railway Company feel. In the past year or so, the company installed cameras with special scanners at 15 of its stations to measure its workers’ smiles. The scanners, which are made by Japanese company Omron, analyze facial characteristics and rate them on a scale from 0-100 based on “eye movements, lip curves and wrinkles,” according to reports.

It may be a little over-the-top (there were plenty of Orwellian references when it was first reported in July), but it’s just an example of the lengths to which businesses are going to ensure that their workers are doing what they’re told and not slacking on productivity.

New technology measures workers' smiles.

Meanwhile, at France Télécom, they’re taking a different tack. The third largest telecom company in Europe and the main provider for Gauls will begin doling out bonuses for top management based on morale. Yes, morale.

It’s a response to the recent rash of employee suicides, and the company is hoping a new emphasis on worker satisfaction will turn things around. (According to Wikipedia, between early 2008 and early 2010, 34 France Télécom employees committed suicide, some of whom left behind notes blaming “stress and misery” at work.)

It seems that the recession — with all its furloughing, salary-freezing, cost-cutting, downsizing, et. al. — is finally getting to the world’s workforce. Sadly, cutting costs blindly can have unfortunate consequences.

I read in a piece recently about one age-old way to increase productivity, one that doesn’t require smile police or a morale militia. It’s called giving them the tools to get their jobs done, and giving them advancement and learning opportunities. That’s an idea worth smiling about.♦

For more info about smile scanners and other musings about Big Brother, read this piece from the Economist magazine.

MORE INFO IN: Desktop Application Support | Contact PC Helps

admin Worker Productivity Big Brother, bonuses, facial scanners, France Telecom, George Orwell, Japan, Keihin Electric Express Railway, Omron, productivity, recession, smiling

Despite the reports that IT spending is down, CIOs are still expected to keep their IT infrastructures current, which may mean committing to a Windows 7 and Office 2007 migration.

Choosing the right migration partner could mean the difference between the championship or an epic loss.

As with any major investment, IT leaders are responsible for proving the value behind the purchase — no matter the economic climate. In an economic dip like the one we are riding out now, the focus on ROI is doubled.

Most IT leaders realize that a Windows 7 & Office 2007 deployment requires coordination, planning and oversight, and they know which areas need to be assessed and addressed. As a result, most bring in a third party for migration assistance.

Champion your migration and prove ROI with these eight service practices:

1. First-Level Analyst Certification: Providing certified computer consultants (Microsoft Office 2007 and Windows 7 launch partners) results in higher first-call resolution rates based on their core competencies. Information workers are less likely to be placed on hold or passed through a tiered-level support structure. Applying a simple analogy, it is probable that the golfer playing five to six times a week will outperform someone who hits the links a few Sundays a month.
2. Domestic vs. Offshore Staff: The ribbon and overall look of the Office 2007 interface compared to previous versions will test IT staff and information workers. Adding potential language barriers will no doubt raise the challenges.
3. Maintain 24-7 and After-Hours Coverage: Forgo skeleton crews or lower-level support during off-hours and deliver constant, world-class Office 2007 and Windows 7 support and training outlets throughout the entirety of deployment. Many organizations employ staff globally or remotely, in addition to a nine-to-five crew. Don’t penalize employees for working in a different time zone or after hours by providing less-than-stellar service.
4. Deliver Advanced Level Office 2007 & Windows 7 Support: As IT leaders begin to see ROI during the early phases of the migration, information workers will have begun navigating their way around the ribbon and will begin finding additional and more advanced time-saving features. Support avenues should mirror these advanced-level requests and should not be treated with any less urgency than basic-level requests made during the initial migration phase. Avoid tier-structured support models to keep service levels high and reduce worker frustration and downtime.
5. Number of Software and Mobile Device Applications Supported: Requiring a migration partner that is familiar with applications and mobile devices outside the Office suite can be critical to the complexity of Office 2007 calls. Based on statistics collected over the past 18 months, many information workers begin their support requests by referring to what they could do in previous versions and want to see those same steps applied to this new version.* Additionally, Office 2007 and Windows 7 is just as often expected to work in correlation with other applications including BlackBerry and Windows Mobile.
6. Training: Instruction before, during and after a migration is a key element in measuring ROI. Everyone learns at a different pace, so having a multitude of training options is best, i.e., self-service, on-demand, web-based, individual and customized. Being able to identify and deliver targeted training needs, solution-based metrics and measurable productivity gains can justify several portions of an Office 2007 and Windows 7 investment. Read more…

admin ROI, Windows 7 & Office 2007 Migration, econolypse BlackBerry, golf, migration, Outsourcing, productivity, Windows Mobile

1. What Yo-Yo Dieting and the Recession Have in Common

The papers are saying that productivity is on the rise, that the fat officially has been cut from corporate America. Good news, right?

Depends on what you do next, says Gartner Blog Network’s Mark McDonald in a recent post. Productivity gains are “… a mathematical phantom, particularly if people remain on their current course and speed,” he writes.

“It is the equivalent of losing water weight at the start of a diet.”

That current course he’s talking about is the way many companies made it through the recession – by removing the costs (employees) without changing the underlying process or operation.

Says McDonald: “It is the equivalent of losing water weight at the start of a diet.” And, as any yo-yo dieter knows, you will gain that weight back quickly if you don’t change the habits that got you fat in the first place.

Read his post here.

2. What Recession?

Then there’s that whole other realm, the business of haute couture, which seems to be a barometer of nothing really, Read more…

admin This Week in Tech News, Worker Productivity Christian Dior, Gartner, Mark McDonald, Paris, productivity, recession, Tag Heuer, Versace

There’s no doubt mobile devices have altered the way we work. According to Pew Internet and Research, almost half of American workers report doing at least some work at home, and about 20 percent say they do job-related tasks at home every day.

Accessing your e-mail using keyboard shortcuts takes productivity one step further.

In preparation for the holiday, here are some tips to help you keep your mobile work time to a minimum while you’re enjoying the family feast:

For the BlackBerry

Filter Incoming Mail

Say, for example, you receive a daily report that you will not read or deal with on your phone and would prefer to just handle it back at the office. Can you create a filter for that?

Of course you can. Here’s how:

1. Click on the Messages icon to open your messages, then click the trackwheel or Menu button and select Options.

2. Select E-mail Filters.

3. Click your trackwheel or Menu button, select New and then type a filter name. Read more…

admin Mobile Devices, Time-Saving Tips BlackBerry, holiday, iPhone, Outlook, productivity, Thanksgiving, tips and tricks, Windows Mobile

Many of our customers start their calls with apologies about the stupidity of the questions that are to follow, but it really is unnecessary. No question is a dumb question.

Sloppy sorting can wreak havoc on data. That’s why it’s good to know the basics before you begin.

In this company’s 17-year history, its consultants have solved millions of software snags, from the most basic to the maddeningly complex. Recently, we took a look back to analyze what help our clients needed most.

Not surprisingly, the top five most frequently asked questions are all related to the three most heavily used applications — Microsoft Word, Excel and Access.

Here are the top five, with instructions if applicable. Bookmark and save.

No. 5. How to use query by form in Access (2002, 2007)

Query by form will allow you to enter a value on a form using a text box, check box, combo box, etc. You can then use this value as the criteria for a query, making the query far more dynamic. Use the steps below to setup a sample query: Read more…

admin How To Help Desk, import data, mail merge, productivity, query by form, sort

Five ways to make your workers more efficient.

The U.S. Bureau of Labor Statistics had two big announcements last week: The nation’s productivity rose at an annual rate of 6.6 percent from April through June of this year, and labor costs fell by 5.9 percent during the same time period. The former is the largest increase in six years; the latter, the deepest drop in nine years.

It’s good news for managers who have endured budget-cutting headaches for what seems an eternity. Has your company seen the gains? Here are five examples of ways some of our customers have increased their productivity.

Productivity isn’t just a fashionable buzzword.

1. Problem: Caller needed to remove data validation from an inherited spreadsheet but had no idea where to begin.

Solution: She called us, and one of our consultants helped her with her issue right away, within five minutes. While she was on the call, she also learned how to use Excel’s Autofilter feature and how to protect her worksheet so formulas are not modified.

Productivity gain: Without assistance, she would have spent at least an hour trying to solve her problem. Add to that what she learned about filtering data and protecting worksheets, and she saved at least four hours a week. Scale that over a year, and she saved her company more than 200 hours of lost productivity. Read more…

admin Worker Productivity Help Desk, productivity, software support, US Bureau of Labor Statistics

Some of our customers are so surprised that our consultants are friendly, they send us letters like this:

“Now I must tell you that I’m not the brightest when it comes to technical-type stuff. I’m sure I asked a lot of ‘silly’ questions, and probably had to ask them more than once. [Your consultant] never made me feel stupid and demonstrated the utmost patience and kindness when dealing with me. I have had to call back on a number of occasions and requested to work directly with him because he was so knowledgeable, helpful, personable, and, oh, did I mention patient?”

While we welcome praise like that, it does make us wonder why dreadful customer service is the accepted standard — at help desks for sure, and in business in general.

It’s a fact that if customers are treated poorly, they will hesitate to call back the next time they have an issue.

In a recent piece in Information Week magazine, staffer Art Wittmann argues for a more customer-friendly future. In IT, Wittman says that interest in end-user satisfaction needs to increase. Help desk techs need to learn soft skills, and how to use them.

Wittmann’s piece was a response to Microsoft’s move to open Apple-like stores in the near future, complete with digital media walls and a space fit for birthday parties (!). It seems Microsoft wants in on the good-customer-service game.

The lesson to be learned from Microsoft’s efforts, Wittmann writes, is that the drive to create customer loyalty is something all enterprise CIOs should have on their minds.

“If you still have pockets of technologists sitting around swilling Red Bull and laughing at ‘lusers,’ wake up and smell the clouds rolling in,” he writes.

We couldn’t agree more. It’s a fact that if customers are treated poorly, they will hesitate to call back the next time they have an issue. Instead, they’ll ask a colleague for help and waste the time of two employees, devise clumsy workarounds, or do nothing at all. Morale will suffer too.

Who is losing money now? The company, that’s who. (Jen Darr)

MORE INFO IN: Desktop Application Support | Contact PC Helps

admin Customer Service Apple, Art Wittmann, CIO, Help Desk, InformationWeek, Microsoft, productivity, soft skills

A Twitter search of “do more with less” returns everything from quotes by revered philosophers (“It is futile to do with more things that which can be done with fewer” – William of Ockham) to rants about how cheaply Blade Runner was made compared to present-day sci-fi films. Read more…

admin How To Blade Runner, CIO, Help Desk, How To, Microsoft Office, productivity, templates, William of Ockham

Last week’s two-hour Twitter outage was inconvenient for some, devastating to others. Whether it affected you at all is irrelevant; it proved that social media has become omnipresent.

I sure will be happy when it finally gets itself settled. Every day the media feeds us findings of new studies, fresh reports, and the latest arguments from industry experts about social media’s productivity-boosting power or time-sapping potential.

The outrage over the outage proved that social media matters.

Here are highlights from this week’s stories:

Marines: The Few, The Proud, The Banned
Last week also brought news of the United States Marine Corps banning sites like Twitter and Facebook on military networks. The Marines cited security concerns. We think they’re just too rigid to wrap their minds around the whole Web 2.0 mess.

CIO.com blogger C.G. Lynch responded to the Marine social media ban with a post urging other organizations not to follow the military’s lead. For organizations that don’t have national security at stake, he asserted, banning Twitter and the like is hasty. Read more…

admin Social Media FACEBOOK, productivity, Twitter, U.S. Marines

As much as IT departments hate to admit it, company employees are their customers. Still, many workers think of their help desk as the “no-help desk.” There’s a disconnect, for sure.

It’s no different with some all-in-one outsourced help desks, at least in general, where callers are often greeted with verbose scripts and seemingly pointless reboots.

“Not many people wake up in the morning and say, ‘Today, I want to make life miserable for our customers.’”

In a post titled “The Six Laws of Customer Experience,” blogger Bruce Temkin explores this issue, and presents a must-read treatise for any CIO or IT department leader. Below are highlights. How does your help desk compare?

1. Every interaction creates a personal reaction.
In this section, Temkin stresses that customer feedback needs to be a key metric. And he’s dead-on. An outsourcer can live up to its service level agreement (SLA) and perform stunningly on paper, but what about the employees who have had to wait on hold, or have had to waste time waiting for call backs? SLAs mean nothing if your outsourcing desk leaves frustrated employees in its wake.

2. People are instinctively self-centered.
This section’s salient point is: “You know more than your customers; deal with it.” Using tech jargon, talking callers quickly through complicated processes, becoming impatient when they become stumped — these are examples of deplorable customer service. Read more…

admin Customer Service Bruce Temkin, CIO, Office migration, productivity, SLA, the no-help desk