Peter Csathy’s post on how SightSpeed runs things in the office is a great testament to how things CAN work if a company has the will. I started working exclusuively from home in 2003, but even before that point I remember having to negotiate hard to work even a few days out of the office–and that was as a contract tech writer. I mean if a contractor has trouble convincing management, an employee doesn’t have a hope. Since then, I’ve learned that it takes a certain kind of discipline to work effectively from home, and not everyone can do it well. However, with commute times for people edging up into the 4 hour range, companies have to start taking work-at-home scenarios more seriously. The impact of commuters on the environment is staggering as well. We need “to commute less and collaborate more — and more effectively — online”, as Peter puts it.

With tools like SightSpeed that are inexpensive and easy to deploy, there’s really no excuse for not entertaining a work-at-home policy. However, based on my experience, it hasn’t been the tools so much as the mindset. The biggest obstacle I see is a lack of skills or expertise in managing remote workers. It’s not the same as managing employees in the office. But there’s no training and no support, so managers operate the way they always have. It’s up to the remote worker to adapt and fit into the system. And guess what, there’s no support or training for employees to be fantasitc home-based workers either. In my view, you need both.

I’ve been wondering about the GrandCentral “One number for life” mantra, and TalkPlus‘ second number for your mobile phone. While I understand these products target different markets, I find it hard to keep them distinct in my mind. It dawned on me that this could be a problem that consumers have as well.

There’s a lot of chatter about Voice 2.0 applications–the user in control not the network–but that is the VOIP blogosphere talking. Me, I think okay, I get another number, it’s free for now, and it’s solving what problem exactly? 

GrandCentral:

Provides a phone number not tied to a device or location. When people call this number, the phones you have “attached” to it ring, like your cell phone, home phone, and office phone. Up to six phones can be linked to your GrandCentral number. The service is all about giving you control over how people reach you (inbound calling) as opposed to how you place calls. Callers can leave voice messages that can be checked by phone, email or online. You’re notified of a voice mail via email or text message to a cell phone. And you can flag unwanted callers as spam. It’s also free.

You need it if people have a hard time tracking you down. You find yourself playing telephone tag. You WANT to be found but heck, you’re always bouncing between work, home, and on the road.

TalkPlus:

Provides a second number for your cell phone so you can separate personal life and work life. The number can be used as a second line for business, dating, classified ads, online auctions, social groups, or a second residence. Like GrandCentral, unwanted callers can be blocked while priority numbers ring through. When making outbound calls, you can specify which caller ID to use so that the person you are calling doesn’t know how or where you’re calling from.

You need it if your mobile phone is your primary means of communication but the  separation of work and play is important to you. You want people to know that you’re calling from the office (the caller ID says this is a work-related call) even though you’re calling from home or the beach in Maui. You are also concerned about personal privacy and want to make sure that your personal number is only available to the people you want to have it.

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In talking with Craig Walker, GrandCentral CEO, he tells me they couldn’t be more different than TalkPlus.

“Our philosophy is that we don’t need MORE numbers for people to reach us at…we need less.  As long as I have the control over my inbound calling that GrandCentral gives me, there’s no reason that I would want to juggle different personas. I don’t want phone numbers that identify me as being located at a certain place or doing a certain thing, I want a phone number that is personal to me.  If you want to reach me, call my ONE NUMBER.  I’ll be able to answer it wherever I want…I will be able to know who’s calling every time, and I’ll even be able to listen in on the voicemail as its being left if I’m still unsure whether I want to take the call.  When somebody calls me, they shouldn’t be able to “figure out” or know where I am based on the number…if I’m in the office, working from home or on the beach, that’s my business.” 

Obviously there’s more to both GrandCentral and TalkPlus than what I describe here, and the enthusiasm voiced by many in the VOIP blogging community seems to be not so much what these services are doing today, but what we can expect from them in the future.

To set up a free GrandCentral account, click here. To sign up for a TalkPlus sneak peak beta (for Cingular, T-Mobile, and Sprint customers in select U.S. states only), click here. TalkPlus won’t be a free service like GrandCentral and pricing is to be determined.

We just had our first winter storm blow through. The result was twenty-seven hours of no power. After the first two hours my son proclaimed the most boring day of his life (no computer, no Nintendo). In the midst of trying almost every home VOIP solution under the sun, I’ve still hung onto my landline. Good thing too. Even my cell phone battery died. Of course, my PhoneGnome didn’t mind. Without power or Internet connection, landline calls worked just fine thanks.

Andy takes some time walking us through why many great tech ideas fail. Know thy customer is the mantra here. Walk a day in their shoes.

I’ve worked for many companies in high tech where honestly the idea of actually talking to the customer was just too big or too complicated a prospect. Yes, lipservice was paid to market research, but for some reason it’s way easier to analyze a bunch of pie charts than talk one on one with the people you’re building for. 

I don’t know why this is so hard for companies to get right. Research is expensive which certainly has a lot to do with it, but I’ll say there is other deep rooted psychological trauma going on as well.

I mean, if you start talking with customers, they’ll start wanting stuff. These people are demanding! They want things done better, faster, simpler, more buttons, less buttons. They’re never satisfied. Don’t they understand what you’re trying to do? That the underlying technology of the thing is flat out amazing? So forget it, you just can’t talk to the customer because they’re high maintenance and don’t know what they need anyway. But we the Company do, and that’s what we’ll build.

Pause.

Okay, that got a little chippy. So I’ll conclude by saying that companies with the best of intentions can get lost in their own story. You still need to have the story, a damn good one, but you also need the wherewithall to put a great book in someone’s hands and have them read it.

I’ve been fiddling for the last few days with my Nokia N80i. I know I should be homing in on the on-board mobile VOIP capabilities, but I’m too distracted by all the other things this device can do. You have to understand that I’m a basic cell phone person. I’ve never held too much with phones that try to manage your life. I use my mobile to make calls. That’s pretty much it. (C’mon Leanne, get with the program here). So now that I’ve tried the N80i, I realize how boring I’ve been all this time. 

So far, I’m delightfully dazzled by the camera, the video recorder and the music player. These three things I never thought would have interested me and now I can see using them daily…oh yeah, and making calls…that’s four things.

However, I had a few bumps installing the software (GizmoVoIP), for Internet calling, and the phone drivers on my laptop. Tell ya about that later.

Thanks to Alec Saunders for pointing me to a post by Jajah’s Don Thorson about building really useful stuff (as in new software, services, gadgets, and whatnot). I was excited because it reads sort of like TheVOIPGirl manifesto (if there was one). Makes me wish I’d written it! Beyond its ability to dazzle, new stuff has to 1) solve a problem, 2) be easy to understand, 3) be easy to get, 4) be easy to use, 5) be easy to share.

For #2, he talks about giving new stuff the Mom test, meaning I assume that if Mom gets it, anybody will. While I object to the idea that Moms are the lowest common denominator–some of the most technical, savvy, and successful gals I know are also Moms–I think I know what he means. I’m a Mom and being one is the most important thing in my life. The flip side of this is that technology is not the priority…at all. I don’t have time to mess around with something that doesn’t meet the five basics.

Don also says that mainstream users need to be spoonfed. Okay..maybe true, but what’s wrong with that? Busy people, Moms and power users alike, need simplicity. Alec, a power user if there ever was one, atests to that as well.

All in all, thanks Don for a great post. Companies that stick to these rules have my vote.

One thing I wish for in my quest for perfect Internet phone service the ability is to fix voice quality problems on the fly or at least be able to understand “is it me or the network?”

When I had Vonage service, I usually started the converation with “So how do I sound, can you hear me?” Many times there was such a delay that practical converation was impossible. If I was at my computer, I’d try quitting applications to see if that helped (usually not). After hanging up in frustration, I’d try messing with the dreaded ”Bandwidth Saver” feature. But in my opinion, AFTER the call is way too late.

Is it possible to build intelligent applications that KNOW when they’re not performing optimally and can tell you what the problem is, or better yet advise how to fix it?

No sooner had I written this when Peter Csathy, CEO of SightSpeed, let me in on a little secret (okay well it’s not actually a secret…), SightSpeed detects when your video or voice call isn’t going so well and automatically makes adjustments to improve the quality.

For example, a video call that appears jumpy or out of sync with the audio could be caused by network congestion. SightSpeed can downsize the bandwidth usage for video so that at least the voice aspect of the call is preserved or improved. SightSpeed lets you know it’s doing this by popping up a dialog box that says it’s making these adjustments. I don’t know if you can you make adjustments yourself DURING a video call, but you can easily see your upload and download speeds while talking to someone.

To see SightSpeed statistics: 

With your mouse hovering over the SightSpeed title bar,  press CTRL + S (or right mouse-click followed by CTRL + S). A statistics dialog box appears showing your current, peak and average bandwidth usage.

Gizmo Project has a Call Quality Assistant (click the bar graph in the bottom left of the Gizmo Window) that gives you an idea of your network conditions. While it shows you at a glance the quality of your connection, it doesn’t say what you should do about it and at this point in my life, that’s what I need.

 

I’ve been chatting with Craig Walker of GrandCentral over the last little while mostly about new GrandCentral features and the Canadian phone numbers coming soon (yeah!), but I also asked him about Project CARE (Communications and Respect for Everybody). It is a social program they started right out of the gate aimed at helping homeless people more easily communicate with family, employers, social services, doctors, and so on. Using GrandCentral, individuals  in need receive a free local phone number and voicemail box for life. The program is currently offered in the San Francisco area but there are plans to go nationwide.

What impresses me about Project CARE is that GrandCentral saw how their technology and services could really benefit people in need, right from the inception of the company.

“We always wanted to use our services to help the community around us” says Craig, “and we strongly feel that private companies can be very effective when deploying new and enhanced technologies to help social problems.  We focused on the homeless because we realized that without a local phone number of voicemail system there is virtually no way to get out of the cycle of homelessness.  How do you get a job if there’s no way to reach you?  Housing?  Health Care?  We also started working with a number of battered women’s shelters who have similar issues of needing an ability to communicate with the outside world when everything else is lost.”

We had a recent dump of snow in our area, enough to close schools for a day and wreak havoc on commuter traffic, and my son asked me about what the homeless do in weather like this. Well, what do they do? I think it’s an unfortunate fact that we don’t generally think of people in desparate situations until our own situation turns a little upside down. Indeed, living on the street in winter is something my kids can’t comprehend. Kudos to GrandCentral for putting their great product to greater use.