Monthly Archives: January 2007

Telepresence

This is one of those fringe kind of things to think about. What is the ultimate goal of such things as Citrix Presentation Server? From the most simple aspect, it is about accessing computer resources remotely in the most transparent way possible. The attachment to a particular computer desktop has been successful separated by using technology originally invented around 1995. New things became possible. Users were impressed with the ability to do work from anywhere. Administrators and managers were impressed with the ability to share resources and be able to centrally manage the users without having to centrally locate them.

As always, the simplest cases fall out the quickest. As time goes by, the more advanced solutions are built. Eventually, the well dries out and it becomes necessary to rethink how things are approached.

From my perspective, we are at a crossroads. We are reaching towards a more diverse solution that addresses some of our most core desires and needs. We will never be satisfied with where we currently stand based on our idea of progress which therefore we will indeed move on from where we stand today.

This crossroads involves bridging over from thinking about things individually into a more co-operative mode. This idea has many views in the current scape. The concept of doing distributed computing is an example of our need to get computing to bridge multiple CPUs in multiple computers at the same time. Usually this focus is designed to get the most bang for the buck and to increase the speed with which solutions are reached.

I see something else coming. It is called telepresence. The model allows for the ability for senses to be redirected to another location. Obviously this is still years away and would require something similar to how it was depicted in the Matrix movies, but the basic ideas exist in the current Citrix products.

As a user, you want to be somewhere else. This could be the sake of a meeting with co-workers or just that you want to check your email using your work’s email system. This is where it gets a bit more interesting. Given that the user’s desktop has been split, it means that the remaining framework needs more focus. What would it take to make Citrix a better provider of telepresence hardware and software? Does it really make sense for Citrix to be interested in such a field? Well, it might not be and that would be fine too.

I could argue that this area is ripe for expansion. The philosophy goes something like this. If you can make telepresence easy and effective, there will be that much less a need for centralized work. In other words, you can work effectively from most any location including even places like your home. In not saying that it is not impossible to work from home today. In fact, I’ve been doing it since 1999. The point is that the technology is poor in relation to telepresence and it is time that this area is more fully expanded. I suspect that problem comes from thinking too much based on current models instead of trying something new.

In Australia ADSL2 is available with bandwidth upwards of 22000 kbits/sec. The trend is to higher and higher bandwidth and so far most of that bandwidth is just about getting faster downloads. The gates open to things like video on demand and better video conferencing but the real opportunity lost involves allowing NEW things to exist based on this generous bandwidth increase.

Okay, so here’s the question. How much data does an eye take in during one second? If someone knows the answer, please let me know. I’m thinking that eventually the amount of data gathered by an eye will be surpassed by the bandwidth available on the Internet to an end user. Given the possibility of creating hardware that is mounted like glasses that knows what the eyes are looking at, the focus points could have a higher density than what is at the peripheral vision region. No longer does it become a matter of a fixed resolution picture at a fixed depth. It becomes a dynamic creation based on the user’s perceptions of light coming from the bandwidth transmissions coming from a far.

It is very exciting to think that it might really be possible to be present in a far location based on sensory input. It really would make a difference to how I deal with my team in Sydney. It would blow away the current teleconferencing model and make it seem not only that I was there but that I can be at two places as once.

I wrote this blog to explore something that I have been thinking about for years. It surprises me to feel some excitement about a field that many would consider boring.

Given the trends of the world, I would argue that telepresence is the future of how people will do business. Location becomes irrelevant if you can go somewhere in a flash with the same impact as being there.

Of course, this is still years away.


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Symbiotic

It’s not completely true, but I wanted to convey an image to start this post. The image is that computers and people form a symbiotic relationship. More accurately, computers don’t benefit from the relationship and also they aren’t even alive. However, without users, computers do not have relevance. If a computer calculates the results and a user never sees them, did it ever do any useful work?

Putting my amateur philosophy aside, the fact is that computers need caretakers and users to be valuable.

During my days as a reseller, my expectations of customers changed. Initially I expected dedicated administrators (caretakers) to be present whereever I installed the servers. It quickly became obvious that this was not the case. The majority of the businesses did not have dedicated people to the computers and in most cases they could not or would not do so.

The logic goes something like this. If I am a small company owner, I know I need computers to run the programs I want to run but I don’t have the money or people to have someone look after the computers all the time. Therefore, I will buy the computer systems and some engineer time, but I will only put someone part-time to manage the system. This could either be a local employee, or the engineer from the reseller.

The basic assumption about administrators goes out the window. All the sudden the roles are thrown up in the air. Who is going to do the work? When is it going to be done? How much is it going to cost? The resistance goes up based on potential ignorance of the systems installed.

So, the first message is that the concept of local administrator is wrong. Most likely there is no one there that can do it. This includes not only keeping the systems running and backed up but also supporting the various user issues. Even if you have a part-time administrator at the site, most likely they only know the most basic ways of setting up and solving problems. The people are often pulled away from other jobs and do not want to know too much about the computer systems. This kind of experience is most common in small companies but can also occur in mid-sized companies as well.

The real value comes from remote administration. Back in 1998 at a reseller, we used to manage customer sites over the Internet where it was impractical to drive for on site maintenance. Not only was it easier, it was also much faster. Tough problems could potentially be solved without leaving the reseller office.

My idea is that it would be wise to implement a means of managing customer sites without requiring the customer to hire more people on site. It would be based on good business and trust. Most of all it would be based on the experience to manage the client’s systems in an efficient way.

This releaves the pressure on the business and would also make for a most cost beneficial system based on a service model that fits well with the current SaaS progression.

I’m sure that other companies are doing this kind of work. I’m also sure that Citrix would be in a good position to understand and provide a really good package solution for the remote administration angle.

The Great Deception

Most of us at some time have taken the journey of buying a car.  Quite a few of us had the misfortune of either paying too much or buying a less than wonderful car.  It’s obvious that something is wrong after the transaction is complete.  It might take a few weeks or months, but the result is the same.

Being human, we want someone to blame.  Usually this means the dealer that sold us the car.  Sometimes it is the manufacturer.  Sometimes it is correct to blame these people and other times it is exactly the wrong thing to do.

The point of this blog is to briefly explore the deception that takes place within the computer business.  Given the model of the car business, how does the computer business fair?  Similar to the car business, you have manufacturers of software and hardware.  Also similar to the car business you have dealers (resellers).

The sales people in the computer business have one primary goal (like any other business) to sell as much as possible to earn as much commission as possible.  The sales person might or might not understand the technology they are selling.  The point is that their sales ability does not mean that they able to accurately portray the product they sell.

I, having worked for two resellers during 1997-1999, understand the darker side of the sales cycle.  If a sales person becomes desperate enough, they will actually start to promise things that the product cannot do.  For example, in 1997, a sales person had told a potential customer that we (the reseller) would be able to get AutoCAD working on WinFrame.  The sales person had never conferred with us about this and by the time we heard about this, it was already too late.  The customer expected that feature to work without a hitch.

In case you haven’t heard, Presentation Server (by itself) cannot support 3D drawing programs remotely.  It is now 10 years later and the only hope of success is with the Pictor project.  Obviously, there is little chance that a reseller would have been able to pull this off in 1997.

This did not stop however.  The same sales person went ahead and had told other customers that we could do it.  The basic problem was that it was impossible.

That was my biggest complaint from that time.  The sales people were always promising more than we could ever deliver.  The result was a customer that would never be satisfied since the expectations were so high.

So, this is where the deception is so obvious.  If a customer is told something that simply is not true either based on ignorance or even worse purposeful lying, the reseller will lose the business eventually.  From the sales person point of view (of that time), it simply did not matter.  The sales person had no consequence from this deception and might potentially benefit from it from a quick commission. 

I’m not saying all sales people are like this.  I’m just saying that we really could do with a lot less of these kind of false statements.  Personally, I discovered working as a systems engineer for a reseller endlessly frustrating.  On one side I had sales people that didn’t seem to care about the limits of the system.  On the other side, I couldn’t fix issues that were directly affecting my customers.  Unfortunately, the customers became disenchanted if their expectations had been set way too high in the beginning.

I was fascinated that this kind of behaviour was not punished.  I also found it amazing that it was actually encouraged by the way the commissions were set up.  I would tend to think that this is more a reflection of short term gain myopic view.

Lasting long term relationships are shunned for the quick dollar.  Never mind that you would make more money through trust and honor, it is the trickster that is encouraged to sell his wares to the general populace.

So, as I end my memory of past experience, let me state some simple facts.

See your customer as you would see yourself.  If you respect yourself, you should respect them as well.  They don’t like being mislead as you do not either.  Know what you are selling and find a way to present this in a fair way.  Do not, by any means, oversell your products and make up stories about what it can do.  Bad karma awaits you if you do.  Believe me, this karma can remember for a very long time.  Be good to your customers and they will be good to you.

The best part is that if you know your products, the more chance people will come to you and respect you and even give you their money!

The Interview with Mark Templeton

Mark in his office

Brian Madden has been busy lately during interviews with key Citrix employees. His latest interview is with CEO Mark Templeton. The podcast interview is located here at Brian Madden’s web site.

Most of you have already heard of this interview and also spent the time to listen to it. I would recommend spending some time listening to it if you would like some insight into what Citrix is currently thinking about.

Personally I found the section about Microsoft to be the most interesting.

The interview is very informal and sounds more like two friends talking about things in general. Its been good that Citrix has fully embraced communicating with the outside world. Brian did a good job in helping to open things up.

The Wheels of Progress

Doesn’t it seem like everyone is in such a rush? Obviously during the holidays everyone was keen to shop to buy presents for family and friends. It is a sanctioned shopping feeding frenzy. Every year, there is some new device that will supposedly fill some gap in our existence. Electronics of every kind (digital cameras, iPods, video game consoles, DVD players) flood into our homes in the hopes of attaining some kind of happiness or joy.

The observation is that for every step forward, there ensues the need to make something else obsolete. It is not so much some kind of attachment to an older technology, it is lack of understanding that bring protest to my mind. The real question is whether the new device really brought about any increased form of lasting happiness. Our souls seek so much more than what we can deliver. Our hunger for more drives not only the need for continuing progress but also our sense of being unhappy with where we are.

The point is that our hunger for more will never be satisfied and will often drive us to find ways to be completely distracted from the problems at hand. I would argue that much of the gadgets are designed to give us personal space more than any form of shared experiences. This is a bit of a generalization since obviously sharing media would be a shared experience but things like video/audio entertainment (obviously the iPod) is meant to be a solo experience. It is like we are trying to remold the world in our image based on these devices. We aren’t happy with how the real world is so we need to create our own. It’s a mixture of escapism and being egocentric. Also it is obvious that people think it is okay to spend thousands of dollars in pursuing this identity through devices. If there was no demand, there would be no devices.

I’m as guilty of this as anyone else. I’ve been focusing on computers since 1980. In the beginning, my goal was to work with computers since I found it easier to work with machines than with other people. Early in my career this quickly changed due to the lack of depth in any electronic device. You can focus solely on technology but it becomes a very lonely venture. All these things are supposed to be tools, not crutches for certain weaknesses.

It is time to return to the point of this post. The wheels of progress move ahead but often what seems like a step forward is actually just a step sideways or backwards. Technology is not going to solve our deepest issues. It might distract us, and even please us, but essentially these technologies are not going to help us become more aware or even understand why we think we need it in the first place.

I’m not advocating the withdrawal from technology. I’m just saying that wild advancement doesn’t mean that we are going to be better off. It would be wise to consider that there is nothing wrong with being happy with where we are now. It is especially important if we find it annoying to stand still.

The cost of unhappiness is constant upgrades. These upgrades equate to working harder to pay for them. Working harder leads to wanting more upgrades. It’s a cycle, not an upwards sloping line. This cycle is more like a wheel :) . Please excuse my obvious tie in the title.

Another observation is that people’s intelligence stays about the same or goes down slightly over time. In other words, the people of the past were not dumb. They invented the best they could at the time. Most times they did amazing things with what they had. Given today’s tools, they too could create amazing things from our time. We take most of this granted and often discredit the work of our ancestors as being primitive or unworthy of respect.

The real question is what drives progress? What causes us to want to move forward?

My theory is that we are unhappy with where we are and also that we think that in the future all our problems will be solved.

I’ll let you in on a little secret. If all our problems where solved, there would be reason to experience life. The assumptions flaw is that all our problems are well defined and the problem set will remain constant. This is obviously wrong since there are unlimited issues waiting to face us. It is our own discontent that leads us to believe in something that can never be.

New problems always appear. New faults are created. Thank goodness for that.

Our character already has the power to overcome any issue. It is all about understanding that we already have all that we need. We are all a part of this.


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