MSFT Internet Explorer vs. NSCP Navigator Message Board

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Technology Stocks : MSFT Internet Explorer vs. NSCP Navigator

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To: Daniel Schuh who wrote (14213)	11/18/1997 12:57:00 PM
From: Daniel Schuh	Read Replies (1) of 24154

Addressing a Trade Show, on the Horror That Is Virtually a Reality nytimes.com Comdex seems to have become a raw nerve of sorts in the press corps. This is a generic article, so nobody take offense. In computopia, computers and communications are easy to use and always work. In the real world? Let's see." On a huge screen, a montage of error messages dissolves into excerpts from baffling manuals and helpless help screens. To the beat of a busy signal, a Web page full of meaningless graphics crawls glacially down the screen. People sitting at computer screens slap their foreheads and pound keyboards frantically. A technical support representative wearing a telephone headset calmly asks, "Have you tried reformatting your hard drive?" [ a personal favorite, needless to say] "Admit it: We tend to deliver products that are neither easy to use nor stunningly reliable. So how have we managed to survive and prosper? Two words: fault tolerance. I'm not talking about fault-tolerant computers. I'm talking about fault-tolerant consumers. ... "We must no longer paper over our mistakes with something we call 'support.' We must stop calling defects 'issues.' We must understand that customers do not want to be computer technicians. We must develop something called humility." [Fred Moody would approve, at least one day last week] A murmur ripples through the crowd. Several people get up to leave. "Where's everybody going? Can't you take a joke? Quality? Get real! Spend too much on quality, the competition will eat you alive. And our customers aren't going anywhere. Our practice of making quality a low priority is so pervasive in our industry that we've given them nowhere to go. As long as they think things have to be this way, fault-tolerant consumers remain the greatest bulwark against fault-free computers. "And what does that mean? It means that for us, computopia is already here." Also in today's Cybertimes: PR, News and Comdex: A 'Dance That's Not a Duet' nytimes.com Cheers, Dan.

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