Technology is a real boost for productivity. Anyone who has worked with technology and discovered the productivity-enhancing capabilities it has knows how valuable and integral in our lives it has become. However, it is not without its frustrations.

This week we’ll focus on the top five frustrations that I’ve heard from audiences where I present. These are not the entire list of frustrations that people experience. However, they do represent common rationalizations for wanting to throw your computer out the window! Maybe you can relate to some of these.

Technological Obsolescence.

It seems that as soon as YOU buy your computer system that the next month you see a better system with more power at a lower price. So, you decide to wait. Then you could just keep waiting forever since technology is changing very rapidly. Solutions:

1. Realize that this is the nature of our industry. There is not much you can do about it. Everyone is facing the same challenges. Besides, would you want all technological advancements to suddenly stop just because YOU bought a system? Accept reality.
2. Budget for a faster payback. Don’t wait for 10 years to get a payback on your computer system. In general, a payback in 1-3 years is reasonable for most businesses. Many will see a payback much sooner. If you can’t get a payback faster, you might want to reconsider purchase (see rent vs. purchase below).
3. Consider renting before buying. Often you can get the use out of the system without having to buy it. Remember, you want the benefits of the system, not necessarily the ownership. Renting before you buy makes sense in a lot of places, particularly with computers. LCD projectors are a good example. Each year they come out with better and better projectors. If you’re only doing a few presentations a year, it might be better for you to rent than purchase. If you are doing a major road show or several of your reps can use the LCD projector for generating more sales, go for it! Use your spreadsheet to calculate returns here.
4. Leap frog with the technology. Get the best of what is out there now. From there you might be better advised to wait for the generation AFTER yours. That way you’ll only be a maximum of one generation behind. However, each time you should see a clear payback before investing in the newer system.

Stuff just doesn’t work as you were told.

The ad in the computer magazine seemed to say that this product would solve all my earthly problems and I’d go marching into the Garden of Eden. Often we find that the glitter of the new software or hardware fades quickly when trying to install it. You’ll often find a conflict between various packages as well. Solutions:

1. Stay away from those companies that do a poor job. Buy software based more on the COMPANY than the actual software itself. If a company doesn’t have a good reputation, avoid them. This is your business and software will be used extensively to run your business.
2. If you REALLY want to get some action, put your complaint on a NewsGroup. You accomplish three things, 1) You blow off steam knowing that millions of people now have access to your saga with the company, 2) You feel good knowing you have helped another struggling, frustrated computer user avoid a potentially bad situation, 3) You might even get an answer. Under the "Squeaky wheel gets the grease" axiom, many technology companies regularly scan newsgroups for anything that is mentioned about their own company. If they see you have had a horrific problem someone in the company who can help you might notice your dilemma and come to your assistance. Remember, you might have experienced only one person who was a detriment to the company. The company might even be very grateful that you notified them of an employee who is representing them badly and they could take corrective action.
3. Get a local consultant who can help you with your problems. A warm body is often the best solution. Call the software company for a list of recommended resellers or consultants in your area.
4. Check the company’s web site for support. Many companies are now putting support on line. Check a company’s web site to see if they offer solutions for common problems.

Pathetic Customer Support.

This frustration includes waiting on hold forever, incompetent support staff and inconsiderate support staff.

Solutions:

1. Take matters into your own hands. Join a local users group, read books, order CD-ROM training discs, check the Net and get a warm body (see above recommendation)!
2. Ask for a supervisor. I experienced this recently when I couldn’t get answers after a 55 minute dialogue with a telephone technician at a computer company. When I asked for and got through to the supervisor, he knew exactly what to do to solve my problem. It was fixed in about 5 minutes. I should have asked for the supervisor after 15 minutes!
3. Call later. Often support calls are directed to centers in various places around the country. You can increase your chances of getting the proper help by calling again at a different time of day.

Slow Modem connections.

This is a common frustration now with the Internet playing such a big part in technology.

Solutions:

1. Get ISDN, T1 or T3 lines. These faster lines will speed up your connection enormously. They are more costly (check with you local phone company for details on cost and even if they are available in your area) but can be worth it depending on the number of people you have and how extensively you use the Net.
2. Upgrade to 56K for now. This technology is a newer style of modem. It can process up to about 40K-48K, depending on phone lines and other factors. Sure, its not a full 56K but it beats the socks off a slower 28.8K. Since more and more Internet Service Providers (ISPs) are supporting this standard, you could find a decisive boost in throughput with it. By the way, if you are using America Online and constantly getting busy signals you might try accessing it through your ISP. You’ll need two accounts for this (one with AOL, one with the ISP) but it can be worth it. Simply change the connection to TCP/IP on your provider. Notice in the diagram given, I have selected AT&T (my ISP) rather than AOLNet. This gives me much more rapid access with NO busy signals ever. Make sure your browser is running and you have access to your provider. Try selecting TCP/IP if you don’t have AT&T available. This trick can save you an enormous amount of time. It has saved me plenty!

Junk E-mail.

It’s called Spam. It is also called many other names not printable in a family paper like this one! It is getting more and more frustrating. Spam is clogging up not only the Internet at large, but your computer and time. There is already a law against sending unsolicited faxes (US law, 47 USC 227) currently on the books. Some organizations are now trying to extend the provisions of this law to unsolicited e-mail. Until that happens (if ever) here are some Solutions:

1. Disguise your e-mail address. Replace the symbol @ with the word "at" or type "dot" instead. This technique will prevent someone using your address automatically in an e-mail list (called a ListServe). You can still communicate with others with whom you wish. Just be sure they know to change the address.
2. Keep your account secret. Don’t let everyone know who you are and what your interests are. AOL’s Member preferences can reveal a lot about you. Be careful what you make public.
3. Don’t visit certain sites. This is tricky, but you can avoid having information about you and your browser revealed by staying away from sites. When you visit a site, a software message called a "cookie" is left behind. This cookie contains your e-mail, the kind of processor you use and more. This can be kept anonymous by visiting a site called the anonymizer (http://www.anonymizer.com) and clicking on their anonymous button. Think of it like going to a store to buy a raincoat just before a big rainstorm.
4. Check with the newsgroup alt.stop.spamming and you can find some useful tips and tricks.
5. Go with an ISP that is actively attacking spammers. Earthlink is one of the largest as they assess a $200 fine against any originator of junk e-mail to its members. AOL has actively pursued spammers in court. Long ago (about 6 months in cyberspace) this was a small concern. Today, many ISPs are waging all-out war on spammers. Watch for this to get hotter and become more of a competitive advantage ("Let us be your ISP and we’ll stop spammers from bothering you.").
6. You also might want to check with some organizations that work to fight spam. Coalition Against Unsolicited Commerical E-mail, (CAUCE) is a good one. They are located on the web at www.cauce.org. Another source is the Consumer.Net’s Junk E-Mail Information Site located at www.cyberpromo.org.

Interesting that price is not a factor. Seldom do people complain about paying too much for technology. With the prices of technology falling, price is seldom the complaint.

Your productivity can increase and your frustrations decrease by implementing these ideas. Let us know your top frustrations. Send us an e-mail message by clicking on our e-mail address and we’ll send you a free special report on how to eliminate these and other common problems.