When is a crime not a crime?

When it happens online, apparently. This article reminded me of 2 meetings I’ve had recently. A fashion brand which is seeing enormous attempted fraud on its website showed me a spreadsheet, each row of which represented a fraud or attempt at fraud. There were thousands of rows for one month, and most were from addresses in the UK. Will the police do anything to address these cases? I’m sure every online retailer experiences the same things, and they’re essentially on their own as far as the government and police are concerned, which is why companies like Third Man and Cybersource are so valuable to them.

The second conversation was with the website manager at a retailer about the factory outlet in the building next to his office. Someone ran out with a pair of trainers a few days before our meeting, and there were security guards, dogs, he was stopped and apprehended at a barbed-wire fence, and arrested when the police arrived. The trainers were worth £14.99…

So physical crime is definitely getting priority at the moment, yet the value of online crime seems to be so much greater. Are the police (and the government) lagging behind everyone else? Criminals are channel-shifting, just like the rest of us.



Name the airline…

Back this weekend from a fantastic holiday, all researched and arranged using the Internet. It’s fantastic to think about how much travel has been changed by sites like TripAdvisor, and the sites produced by even small hotels are getting so good. There were only 2 bad experiences throughout the whole trip, both down to the same company, who used to be a client of mine. Can you guess who:

  • Is desperate to get their customers to check in online?
  • Changes booked seats (checked in online) at the departure gate, so that people who didn’t bother to check in online can be kept seated together?
  • Markets exhaustively and expensively to independent travellers, to maximise their yield by cutting out agents and tour operators?
  • Oversells a 747-300 by 22 seats, and has the same situation on every flight on that route for the next 3 months?
  • Lies about a smaller plane having been sent (and by the way, what plane do most airlines have that is bigger than a 747-300?) so there aren’t enough seats?
  • Prioritises the customers of agents and tour operators over independent travellers (who bought their tickets the day the seats came online) when deciding who gets bumped, because it can’t afford to upset their big stakeholders?

I bet anyone who’s travelled with this airline in the last 12 months can name them. The point is that online services and advertising need to be backed up and executed on in the actual business: doing it in the advertising isn’t enough.

I’m not angry, but I am flying Virgin next time!



Zoomf goes national

Congratulations to the Zoomf team: their property search site is now showing results from the whole country.

This has been a big task: unlike the paid for inclusion property sites, Zoomf is a search engine that includes all the property listings it can find, so they’ve had to build a huge database of all the agent websites to point their clever, clever software at.



All quiet at Sylleptic

The blog’s been pretty quiet the last few days. Here’s why. I’m sure nobody wants to read a blog about how busy I’ve been in my new job…

More soon.



Asus eee - open source support

Last week I bought an Asus eee laptop. It’s a tiny machine, weighing less than 2 pounds with a 7 inch screen, and it runs Linux as its operating system.

The experience so far has been really good. The machine works well, the software’s great, and for £250 I’ve got a machine that’s faster and more enjoyable to use than my very expensive work laptop. But what’s really impressive is the way that support, enhancement, improvement, has been taken up by the users of these machines.

Asus themselves provide some support, but the really good stuff is on blogs and wikis that have been set up by people who have bought the machines themselves.

If you compare http://vip.asus.com/ with  http://wiki.eeeuser.com/ it’s obvious that the open source offering is better, more up to date, and more responsive than the manufacturer’s. This is a very interesting trend. Actually, I’m happier that there is this community developing and that so much open information is out there than if I was reliant on a secretive, commercially sensitive company. Probably it’s so noticeable here because the eee is a Linux (i.e. open source) machine. You don’t see wikis cropping up for all products, so what makes one more or less likely to be a community hit?



Some extremely targetted advertising

Facebook targetted advertising

Facebook is doing something very interesting in allowing advertisers to buy specific networks. This ad was (I presume) created for members of the Agency.com network. It’s extremely targetted: it mentions Agency.com by name, and it’s advertising a service people at our company could very well be interested in.

This kind of thing is valuable, makes minimal use of personal data and would seem like an example where they’ve been very smart.

Shame about the creative though…



Google print ads are using QR codes

Google have started selling print ads in the US, which is an interesting venture in its own right, but the most interesting thing in this example is the extent to which they’re using the ads to drive potential customers online.

QR code on SJ Merc

Aside from the URLs in the ad, we’re also encouraged to search Google for specific search terms (doubtless incredibly well optimised for this advertiser). There’s also a QR code, or 2-d bar code, which is a machine readable image that contains a link or other information. The software to read these isn’t widely available yet, but the more organisations like Google support them, the more people will install the software. Next year, a large number of phones will probably have the QR code reader installed at the factory, so we can expect use of QR codes to become a lot more common.
Thanks to Blognation for the story.

Blogged with Flock

Tags: ,



Amazon - have they lost their touch?

Amazon used to be one of the text book examples of usability in e-commerce. Famously, “Don’t Make Me Think”, an excellent introduction to user centred design by Steve Krug, includes a chapter called “If you love Amazon so much, why don’t you marry it?”

Recently, I was given an Amazon gift voucher, and I’ve been using the site a fair bit as a result. I’m afraid the experience hasn’t been very good.

Firstly, the Amazon stock and the market place are mingled in the most confusing ways. I can only use my voucher on Amazon stock, and the fact that I’m going to have to pay cash for something isn’t made clear until very late in the checkout process. In fact, it isn’t really made clear in the late stages: I had to look very closely to see what happened, and in one case had to cancel a market place purchase after I realised they hadn’t used the voucher.

Secondly, tracking missed packages has become incredibly hard. You’d think clicking the “where’s my stuff” link in your account would help, but you have to go so much deeper than that, and the navigation is impossibly unclear. I felt like I was testing the site for them, and in fact the tracking didn’t work when I did find it.

Generally the whole site feels a lot more complex and clunky than it used to.

What did work well was the tool that sets up calls to their call centre, facilitated by estara (owned by ATG, who compete with Amazon in some regards).

When you compare amazon.co.uk with Amazon’s excellent Endless shoe site (still actually a beta) you can see what they are capable of, so why is the main UK site so poor?



$50 billion dollars shrinking fast

http://adverlab.blogspot.com/2007/11/ad-zappers-for-facebook.html lists a variety of plug-ins for Firefox that will remove contextual ads from your Facebook experience.

It might get a bit tricky charging for ads that are being removed at the browser. Whether they’re counted as valid ad impressions before they’re removed isn’t made clear in the article.



Space Shuttles, Innovation and the Survival of the Internet

I heard a terrific story at last night’s Roger Needham lecture, organised by the British Computer Society.

Mark Handley, who gave the lecture, asked his audience why the rockets on the side of the Space Shuttle are the size they are. It turns out they’re that size so they will fit through a train tunnel on their way from Utah, where they’re built. Train tunnels are the size they are because train tracks are a fixed width more or less worldwide: 4 feet 8.5 inches. Train tracks are that size because George Stephenson decided so when he built the first public railway in 1825. He settled on that size because it was the width of horse-drawn carriages, which had more or less been that size since Roman times, because that’s the width of 2 horses when put side by side.

So the rockets on the Shuttle are the size they are because of the width of a horse’s rear-end. Snopes (the popular urban myth debunking website) describes this story as “True, but for trivial and unremarkable reasons”. Mark Handley was using it to get us thinking about how things we are designing today are often constrained for the most peculiar reasons.

The Internet today is an example of that. Designed for a small number of military and academic computers to be connected together, it’s becoming the home for all data, voice, TV and mobile communications. It has real limitations around its security, how it routes traffic from one place to another without congestion and how to scale it to meet current and future needs.

We can’t just replace it by building and switching to a new, improved Internet, because there’s too much to move in one go. In the past, we’ve switched everyone’s phone number in London, we’re in the process of switching everyone in the UK from analogue to digital TV (a 10 year project in itself) but switching everything to a new, better Internet is never going to happen. So change happens incrementally, patch after patch.

Software developers know what this will eventually lead to: a system that falls apart because of the unplanned, undesigned interactions between all those patches. But change on a large scale to a better designed alternative seems impossible, so the questions that academics in this area ask themselves are very difficult to answer.

  • What should the next evolution of the Internet look like?
  • What’s the smartest way to migrate to that state?
  • How can the change be best managed?

These questions are particularly difficult when network operators don’t really see the commercial imperative for change, when they’re so busy dealing with immediate, short and medium term problems.

For the non-engineer, there were some interesting observations about successful and unsuccessful innovation. Successful innovation generally seems to have obvious financial benefits attached to it, to be easy to implement and pick up, to be flexible enough to accommodate unexpected uses, and to be extremely well-timed. Timing seems to be the most important element for success: too early and nobody will want it, too late and something else will already meet the need, and the best solution isn’t always the one that wins.

I’ve been to 3 BCS lectures this year, and every one has given me something new to think about, but they all also deal with some common themes:

  • The unplanned effects of technologies once put into large-scale use
  • The complexity (generally unnoticed) of the systems we are building today
  • The need to make ethical decisions about how we use and control technology

On this last point, we only have to look at how the Internet was effectively shut down in Nepal recently, and how Yahoo! have been accused of providing evidence to support persecution in China, to see how non-neutral technology has become.



Next Page »