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Texperts & BAA nominated for Best Use of Technology Partnership at the Customer Contact Association’s 2008 Excellence Awards

 

Breaking news here from Texpert Towers, where our partnership with BAA has been recognised by the Customer Contact Association in their Excellence Awards.

Texperts and BAA have been working together since March 2008, when Terminal 5 opened.  With dozens of airlines moving around the airport in the intervening 18 months, BAA and Texperts brought the full strength of the Texperts platform to bear for Heathrow passengers, enabling tens of thousands of customers each month to get to the right terminal on time.

Customers just text the flight number, or whatever flight details they have, to 64222 (64BAA) and Texperts do the rest.

The Check Your Terminal campaign, with Texperts powering the text service

We are really pleased that this innovative solution has been recognised by the prestigious CCA Excellence Awards.  Thomas will be going to Edinburgh to attend the ceremony; fingers crossed he comes back with another award for our growing cabinet!

Comments from the judges included:

  • “Innovative, unique and leading edge, benefits both financial and in terms of the customer experience … This submission stands out from the crowd and in itself is clear and comprehensive.”
  • “There is clear evidence of a partnership working together to find a solution which has improved customer service in a new and accessible way. Tangible results are shown and valuable data is being utilised to further improve the service, including customer feedback.”
  • “The advantages of this service to the time-pressured customer are very clear. What’s great about this service is that it is simple to use, responsive, evolving and potentially, invaluable. What’s more, it demonstrates the commitment BAA has to ‘going the extra mile’ to help its customers. This is a very original solution to a very old problem - how to find out what you don’t know quickly and easily.  A great submission.”

We couldn’t agree more!

Creepy processes and the perfect Gin and Tonic

 

Whether you like it or not, whoever you are, everyday at work you go through several processes.  Disagree?  Think about your email. Personally, I work from oldest unread to most recent when I check, unless I’ve been away for a while, in which case I work the other way, so that I get the most recent mail in a thread first, and can ignore the older mails in a thread.  This is a process.

Processes creep, and become increasingly complicated and subtle.  It is human nature to refine and optimise anything you do frequently.  The person who performs a process, or part of a process, is unlikely to even be aware of all the things that they do, and quite unlikely to be able to document them or communicate them to others.  This is especially true of processes with several points where you do X every time.  Oh, yes, unless Y, which happens sometimes, in which case you do Z.  But only on a month with 5 Fridays.

What made me think about this?  Apart from presiding over a variety of processes being passed from one person to another recently at work, I had an experience which brought this home to me in a surprising way.

As anyone who knows me knows, I like a good gin and tonic.  The emphasis here is on ‘good’ though, as there are few drinks worse than a warm can of tonic water served alongside a glass with a lone ice-cube and some nasty generic gin, as many pubs seem to think gin and tonics are served.  There are few places that serve a good G & T, with the exception of good restaurants and cocktail bars.  There is one pub in Cambridge that does a good one, and deserves a mention: The Vine. They have a great selection of gin (not cold unfortunately) and Fever Tree tonic (more on that later).

I like to think I make a good G & T.  Personal preferences aside, which I try to take account of, I take care to make the best G & Ts that I can for guests at home.  Recently, for a friend, I wrote out how I make my G & Ts.  I thought that the less-than-five-minute process would take me a paragraph, a couple of hundred words to communicate.  I was very wrong.  1,200 words later I had explained how I make a G & T.  I’ve probably even not remembered everything.  Take heed, simple things are often not simple!

The destructions for anyone interested:

Gin & Tonic (the way they all should be)

Ingredients

Ice:
Use disposable ice-bags to ensure that the ice doesn’t pick up any flavour from the freezer; open ice-trays are bad for this.

Tonic:
SHOCK FIND Schweppes Indian Tonic, the non-low fat kind, nevertheless has artificial sweetener in it, sodium saccharin. (so does Britvic) Avoid avoid avoid.  Needless to say NEVER use diet tonic. Unless you are making G & Ts for a diabetic.  That’s allowed.  So what tonics can you use?  The best tonic that I know of is ‘Fever Tree Tonic Water’ available online and in Waitrose. Some supermarket own-brands, e.g. ASDA Extra Special tonic also contain no artificial sweeteners, and are good substitutes for Fever Tree.  If possible, buy tonic in the small bottles or cans.  Tonic goes flat VERY quickly.  If you are using a large bottle, make enough G & T to use up the bottle in each round of drinks, and if you don’t quite make it, discard the rest, the next batch made with flat tonic will be horrible if you don’t. 

Gin:
Other than buying Gin at least 43% so as to avoid it freezing, this comes down to personal preference.   I would suggest that anyone serious about G & T should organise a blind taste test to get a side-by-side unprejudiced opinion.  My taste tests leave me quite open-minded, the differences are more in the mind than in the drink.  Nevertheless, I do have a soft spot for Tanqueray No. 10, although I suspect that I notice it more in other gin-based cocktails than I do in a G & T.

Lemon & Limes:
Yes, both.  Not essential to have both, but a good touch if you can.  How much you use of each, and which you choose to garnish is up to personal taste, but either way, buy good ones (Marks and Spencer do good ones; thanks Felix!) and keep away from ‘value bags’ etc.  Buy lots, you’ll get through about 1 per G & T you make.

G & T glasses:
I would use what is often referred to as a high-ball glass, i.e. a glass for a long drink, tall and slim.  The best are crystal (this is because they have more glass in them, and keep their cool better, not just to be posh) and have a crisp almost sharp brim.  Any long drink glass will do though, and I’d even suggest using pint glasses before resorting to a small glass.


Pre-Preparation in order of importance (the more items down this list you can get lined up in advance, the better your G & T will be)

  • Gin in the freezer for a few days, freezer on coldest setting. The exception about the freezer setting is if you only have 40% gin, in which case medium freezer setting is the best you can do, or you’ll freeze it.
  • Ice, lots of it, as cold as can be, pref. in freezer on coldest setting.
  • Tonic in the coldest fridge you can live with, so about 2c works well.
  • Lemons and limes in coldest fridge…
  • G & T glasses in the freezer (the least important, but if you are going for perfection…)


Preparation

Only take out the ingredients as you need them, the longer they stay cold the better.  As soon as you have finished using an ingredient, put it straight back in the fridge or freezer ready for the next round of G & Ts.  Never let anything sit on a warm counter for any longer than necessary. Work quickly, keep things as cold as possible.

  • Get a chopping board and a knife (big sharp one, no messing around with paring knifes please) ready on your counter top.
  • Arrange your (hopefully) cold glasses in a line behind it.
  • Get the gin from the freezer and pour a good measure into each glass.  How much is about taste.  I like my G & Ts about 1:2 gin to tonic, but there is no shame in liking them weaker, and I often make a round of G & Ts to different strengths for each drinker.  I’d rather someone with less resistance to alcohol had less gin and could join me for several rounds than over-face them with the first.  If you make it too strong, or too weak, don’t be afraid to adjust at the end, or after a few sips have been drunk.
  • Then put the ice in the glass. I would usually keep putting ice in a glass until the top of the top cube sits about 2/3 up the height of the glass.  This is often 8 cubes or more, so make sure you have lots of ice!
  • Next comes the lemons and limes.  If you are expecting to do several G & Ts of an evening, you can squeeze these in advance, just make sure the squeezed juice goes straight back into the fridge.  The best way to use lemons and limes, in my opinion, is a G & T with both.  Why?  Lime has more aroma, and more citrus-y flavour, but is sweet in comparison to a lemon and far less acidic.  Half and half gets the best of both.  I would use between 1/2 and 1 lemon or lime per drink.  So, if you are mixing lemons and limes, that’s between 1/4 of each and 1/2 of each.  Squeeze the juice over the ice.  Getting some flesh from the fruit in the glass is a good thing.  Retain some of the spent lemons and limes.
  • Top up the glasses with tonic.  I pour quite vigorously. This is because I do not mix the drinks at a later stage.  An imbalance in the drink so that it gets a bit stronger as you drink it is generally a good thing.
  • Garnish with lemon or lime.  If someone prefers lime in their tonic, garnish with lime, etc. but still use the mix of both in the drink earlier.  With the garnish, be creative, the more you can create interesting shapes, the more you have exposed the flesh of the lime or lemon, and the more it will give off a scent.  Scent is important.
  • Take one of the spent lemons or limes, whichever of lemon and lime you have used for a garnish, and rub some around the rim of the glass.  Try to get the skin squashed against the glass so that the oils which have more fragrance get left on the rim, where they will remain and add a fantastic scent to the drink throughout the duration of it being drunk.
  • Finally, squeeze a few drops from some of the spent limes or lemons (use whichever you used for the garnish)  on to the surface of the drink.  i.e. squeeze from a low height and don’t disturb the drink.  This is another scent tool.
  • If you like, you can take a straw, immerse it in the drink, cap the exposed end with your thumb, remove, and take your thumb off to taste the drink.  Edit the drinks if necessary.  It’s important to know what you are making so that you can fine-tune it next time, or if really bad, discard and start again.

They are now ready to serve, enjoy!

Two Sporting Gods, One Measly Airport…

 

It is 20:40 on Sunday 6th July and I’m in Glasgow Prestwick.

A crowd of 500+ people are usually tired, slightly waspish and muttering angrily about the rudeness/lateness of low cost airlines. Everyone wants to get home. Usually.

Tonight it is different. The whole passenger group is transfixed by the goings-on in SW19. Two champions, two great sportsmen, are doing battle in a match of amazing quality and no-one wants to go home.

I’ve heard 3 or 4 people mutter “I hope our flight is delayed”. How often do you hear that?

Now, if you’ve ever met me you’ll know I’m a sports nut. I love, in descending order: rugby union (Grand Slam this year!), golf, football, touch rugby, cricket, rugby league, F1, snooker and darts.

Tennis isn’t on that list. On the whole I find tennis (particularly on grass) pretty dull. However, what can be more thrilling than watch 2 absolute champions at the top of their game, both gunning for something they want so dearly.

Negative sporting teams - particularly football teams - should take note. These guys have gone for their shots and played positively. Similar to Spain in the Euros.  The only real shame is that there will be a loser. It’ll make next years rematch all the more thrilling.

The reason I’m writing this, though, is the general captivating aura of such a battle. I’m a sports fan so you’d expect me to be interested. The hard-drinkign Glasweigans and the mothers-of-three seem equally enthralled. Fantastic stuff.

20:56 - The Fed misses a simple volley to take his service game to deuce (having dug out of a hole at 0-30). The whole airport let’s out an “oooh”! The standard of the play is unbelievable.

21:04 - repeated oohs and aahs from the travellers-cum-tennis-fans after nadal holds serve to go 7-7 in the final set. We are all worried our flight is going to be on time and we’ll miss the end of this… We take off in 20 mins…

21:07 - thank god I haven’t got priority boarding! They have to board now when Nadal has break points!!

21:09 - Rafa breaks! Now if they can just hold the plane while I watch him serve out…

21:12 - time to board. Man, I hope my V+ box has saved this for me… The bbc will come through with the iPlayer … Won’t they? If not, I’m campaigning against the licence fee! Let me know what happens, won’t you?

Dead Media/Live Militia

 

Internet news sites such as the Huffington Post have long heralded the death of the American newspaper in the online era, and a thought-provoking piece in the New Yorker claims that its death knell is a-clanging as we speak. But unsurprisingly, its author, Eric Altman, is apprehensive about the implications of that prospect.

In Out of Print, Altman gives a thorough synopsis of the grim financial state of the Newspaper industry,

Lee Enterprises’ stock is down by three-quarters since it bought out the Pulitzer chain [...]. America’s most prized journalistic possessions are suddenly looking like corporate millstones. The New York Times Company has seen its stock decline by fifty-four per cent since the end of 2004, with much of the loss coming in the past year; in late February, an analyst at Deutsche Bank recommended that clients sell off their Times stock.

The dirge continues, with Altman noting that “Philip Meyer, in his book The Vanishing Newspaper (2004), predicts that the final copy of the final newspaper will appear on somebody’s doorstep one day in 2043.”

The flipside of this sobering trend is the ascent of online news sources, and in particular, the liberal counterpart of the ferociously right-wing Drudge Report:

The owners of the Huffington Post had discovered a formula that capitalized on the problems confronting newspapers in the Internet era, and they are convinced that they are ready to reinvent the American newspaper. “Early on, we saw that the key to this enterprise was not aping Drudge,” [Kenneth] Lerer recalls. “It was taking advantage of our community. And the key was to think of what we were doing through the community’s eyes.”

What are the implications for news reporting in the age of the blogger? Oddly enough, Altman reckons that it will constitute a form of regression rather than the inevitable progress so often trumpeted by blogging proselytisers - namely, that news sources will (and in many cases already do) resemble the partisan newspapers of nineteenth-century and early twentieth-century America, renowned for their political and social campaigns, and their tradition of muck-raking.

Also intriguing are Altman’s investigation of two theories of the press in a democracy: one put forth by Walter Lippmann, and the other (largely formulated as a response) by the great American pragmatist philosopher John Dewey. The comparative model is helpful for considering the role of the press in public debate. Altman argues that Lipman’s conception of an “intelligence bureau” basically won in the end, and that the “objective” standards practised by leading American newspapers in the twentieth century closely match Lipman’s vision of an elite knowledge trust that evaluated events for public consumption and reaction. The Deweyan conception of a porous newspaper open to (and a stimulus for) public debate receded. However, Altman posits that a Deweyan backlash of sorts emerged in the right wing “shock jock” phenomenon of the 70s and 80s, and more recently, in the liberal wing of the blogosphere.

However, Altman is really focusing on national debate in American newspapers. And curiously, that’s not what truly excited Dewey. In an obscure 1920 article called “Americanism and Localism,” published in the famous literary journal The Dial, Dewey celebrated the local news, and complained that “the very style of the national news reminds one of his childhood text-book in history.” By comparison, the local news is treated “with chuckle and relish.” For Dewey, the American newspaper “is the only genuinely popular form of literature we have achieved [because it] hasn’t been ashamed of localism.” Why is this important? Well, I think that the concept of localism and community-based reporting has major implications for the blogging generation.

I’m butchering Altman’s piece by rendering it to these bitesized excepts and distillations (what can I say, I feel compelled collude with his points about the parasitic nature of bloggers…), but let’s flash forward to his conclusion:

Ever since James Franklin’s New England Courant started coming off the presses, the daily newspaper, more than any other medium, has provided the information that the nation needed if it was to be kept out of “the dark.” Just how an Internet-based news culture can spread the kind of “light” that is necessary to prevent terrible things, without the armies of reporters and photographers that newspapers have traditionally employed, is a question that even the most ardent democrat in John Dewey’s tradition may not wish to see answered.

I disagree. Altman seems blind to the light pumping out of the underpowered flashbulbs and video cams of the millions - the billions - of hand-held, pocket-sized devices wielded by people all around the world. We’re not only becoming our own reporters, but our own photojournalists and videographers, as online publishing gets easier and easier. This is a new phenomenon and it’s being driven by communities, organising in specific localities, and around specific interests, in towns and cities around the globe. I think that the notion of localised community action “writ large” online has the combined power to expose, and even prevent terrible things. Mobile phones and digital image & sound recorders may or may not be an instrument of democracy in the Deweyan sense - the signs are encouraging, but we don’t really know yet; however, the indications are, at the very least, that by allowing regular people to bear witness to events and broadcast them around the globe, these tools are the enemy of totalitarianism, which thrives in isolated information vaccuums.

The local digital militia is augmenting (and possibly replacing) the national “armies of reporters and photographers” around the world, and in the best Deweyan tradition, I want to see how that happens…

Viral Bluetooth in Marylebone

 

It seems our recent foray into viral bluetooth messages has not gone unnoticed by Industry types….

SMS Text News’  Ewan MacLeod has blogged about our recent activities with the Marylebone Tup in swinging London. In a low-key trial campaign, we placed some cool little viral facts in branded bluetooth messages at various locations around London. Upon receiving the bluetooth invitation Ewan said,

“It opened up and I found it was a nifty GIF animation, wholly relevant, wholly targeted — both to the type of location and geographic location.”

Oddly enough, that’s just what we were going for!