Island Web Works

As Charles alluded to in his last post, MIGTurbo 2.0 is coming on apace, with no lack of focus on maintaining its high levels of usability. We’ve been thrashing a number of ideas around in various forms to try and come up with a system for Securing data with the flexibility required by regulatory and legislative requirements but without losing usability and comprehension. We hope to post more on how this is going in the next few days, including some of the first screenshots from our new product.

The “other” big product announcement you may have heard about is the RTM (Release to Manufacturing) of Windows 7 by Microsoft. Windows 7 is what many see as what Vista should have been and has been widely accepted and praised as being an outstanding improvement not only on Windows XP, but also Windows Vista. Microsoft really seem to have pulled it out of the bag this time, with one user claiming to have installed it on a 266MHz Pentium II with 96Mb of RAM. If you’re already using Windows 7 in its Release Candidate or if you’re lucky enough to have a copy of the RTM, try these Keyboard Shortcuts which really open up usability when working with windows on your desktop. Some of them will also work in Vista. Try them out, you’ll be surprised what you didn’t know. Our favourite? Windows+Shift+Left/Right to move windows between monitors.

Staying with Microsoft, there’s been a widely publicised outpouring of grief resentment over the continued use of their old Internet Explorer 6 browser. Twitter and various other sources have mounted a number of campaigns to try and encourage users to ditch the IE6 browser in favour of more modern versions such as IE 7 or 8. IE 6 has been the bane of web developer’s lives, with its quirky rendering mechanism and requirements for bad practices in order to force web pages to work as the designer intended. We’d all like to see it pass on, but reality will see that there are many reasons why the browser will hang around for a few more years yet, not least of which is Microsoft’s commitment to support the operating system it shipped with till 2014. Persuading users who are visiting YouTube, Orkut or other sites which are now actively eschewing the IE6 browser is one thing, but persuading corporate IT departments to move away from IE6 is quite another. Coupled with the requirements of IE7 being Windows XP or later, existing Windows 2000 users don’t even have the choice. As such, IE6 continues to represent a sizeable chunk of browser traffic.

In the office, the debate continues about the benefits or otherwise of Office 2007’s new ribbon interface, an interface that has been extended to the rest of the Office suite of products in the 2010 Technical Preview. The detractors have a very valid point in that it significantly reduces usability for users who just want to “get the job done” as they have been trained. My own discussions on Twitter this week highlighted the other side of the argument, which is that maintaining legacy user-interfaces is detrimental to innovation.

Twitter conversation with @alexdegroot

It would be nice to achieve a happy medium, much like the Lotus 1-2-3 emulation mode previously in Excel to try and entice old-school Lotus 1-2-3 users over to the product. I guess when it comes to migrating users who have already “bought in” to your product it becomes a less viable feature proposition. Two of the guys on the Office development team at Microsoft have built a site dedicated to soliciting user feedback, cunningly titled “Make Office Better“. As most users in businesses spend most of their time in Microsoft Office, it’s perhaps an opportunity to drive the future of the product from the “grass-roots”. (It’s also got a great logo.)

Nathan Friday Feeling Internet Explorer 6, MIGTurbo 2.0, Office 2007, Office 2010, Windows 7

Our 5th Friday Feeling shares some of the things that have given us pause for thought this last week.

So you’d have to have been living on Mars not to have known that Michael Jackson died recently. As with Elvis, John Lennon and Princess Diana, the world has gone crazy with news, gossip, rumour and outright lies. The difference this time is the 24 hour news channels and Social Media-effect. #MichaelJackson content has been widely published on various internet platforms including Facebook, Twitter and MySpace to name but three. Watching Sky News and BBC News Channel stumble through their various “Breaking News” items around his death has been equally uncomfortable. It seems Google were also made to feel uncomfortable with the speed of the spreading of the news around the Internet. Indeed, they saw the sudden queries for Michael Jackson as a possible attack on their extensive infrastructure.

Charlie Hamilton, a fellow regular at the Isle of Man Social Media Club, shared a link she found on Google regarding how a web site may be unwittingly the victim of “black hat SEO”. Search Engine Optimisation is an inexact science and respectable web development companies will always recommend you create well designed, written and promoted web sites as being the best way to achieve a high Page Rank in Google. So-called “black hat” optimisation is where a web site employs tricks and cheats to try and circumvent Google’s checks and balances. It turns out that if a site linking to your site has traits of being “black hat”, your own site may be penalised as being an accessory-to-the-fact. Always a good reason to check people who want to link to your site.

Finally, if you’ve ever wondered what Web 2.0 actually means … or meant, an article by Tim O’Reilly and John Battelle might just clarify it for you. Tim and John look back over the last 5 years of “Web 2.0″ to see how the web recovered from the dotcom-crash to become an essential marketing and networking platform. New data providers such as SmartPhones combine with “crowdsourcing” to produce highly accurate data such as virtual state outlines within Flickr, Google can predict the flu-epidemic within the United States and Microsoft can create 3-dimensional imagery based on users’ photographs of common landmarks.

That last article is a long one, but well worth the read. Will keep you entertained for the weekend.

Nathan Friday Feeling Google, John Battelle, SEO, Tim O'Reilly, Web 2.0

It’s Wimbledon and my favourite time of the year where my two favourite world of tennis and technology collide. IBM, the technology partners of all the Grand Slams including Wimbledon, always do a fantastic job of managing the vast amounts of statistics generated by the tournaments. This Wimbledon is no exception with integration into Social Media using Facebook and Twitter and the introduction of an iPhone application. Also interesting are the smaller innovations which occur on the outside of the core technology, such as meta-data attached to landmarks which are used to full effect by the new Google Android phone. Imagine the possibilities of local-based meta-data in CRM, giving you an extra level of detail on client and support sites. BBC Digital Planet showcase this feature as well as provide a sneak look inside the tech hub of the Wimbledon broadcast centre.

The power of social media has just bitten Microsoft in the backside with regards their next version of Microsoft Outlook 2010. The fixoutlook.org campaign has created a very simple page that creates a viral campaign over Twitter. What’s their beef? The continued lack of web standards in Microsoft Outlook. Although there are no official web standards defined by the W3C (or anyone else) on presenting emails effectively in email clients using XHTML, there is best practice. Without best practice, end-users may not find their email as well formatted as the designer, which can detract from a marketing message. Unfortunately, any degree of movement towards best practice is hampered by Microsoft’s response. This time, it seems, they are not interested in defining the standard themselves. Maybe they were stung by the standards they created alongside Internet Explorer 4 through 6?

Document Management comes in many forms and MIGTurbo provides its own document functionality alongside additional integration into third-party document management systems, such as LaserFiche. Our clients’ use of document management is wide and varied, ranging from a simple archival or audit trail for compliance requirements to paperless offices where forms are scanned and sorted electronically for later access. Before jumping in to investing in a document management solution, it’s well worth stepping back and considering how you will use such a system to its fullest extent within the resources of your business. We found a great article giving 8 things to ask yourself before jumping in to Document Management. Well worth reading, if it looks of interest both ourselves and our technology partners would be happy to help answer any questions you may have.

That’s it for this week, hope you have a good weekend.

Nathan Friday Feeling CRM, Document Management, DocuMentor, IBM, LaserFiche, MIGTurbo, Office 2010, Wimbledon

While we’re already busy testing our Outlook toolbar for MIGTurbo CRM out on the new Windows 7 operating system, the bods at Microsoft are also busy … building pretentious marketing videos for Office 2010.

Have a look at their work so far at http://www.office2010themovie.com/.

While I’m sure you’re just as concerned as me about the “No Return, No Undo” captions, one question remains: Will they backtrack on their ribbon user-interface? They now have two sections of their users that prefer the “classic” menus and toolbars and those that prefer the new ribbon interface (which includes me).

Nathan Response Graphical User Interface (GUI), MIGTurbo Outlook Toolbar, Office 2007, Office 2010, Windows 7

Microsoft have released their latest service pack for Microsoft Office, which includes Microsoft Outlook. The service pack comes with a number of improvements and fixes, including some interesting improvements to Outlook itself including improving start-up and shutdown speeds.

We’ve put our own MIGTurbo CRM Outlook Add-on toolbar through its paces under the new Office 2007 Service Pack 2 and are pleased to say it passes with flying colours!

If you run MIGTurbo from a managed corporate network, your systems administration team will no doubt update your software for you in due course.

For more information about Office 2007 Service Pack 2, visit Microsoft’s Support site:

http://support.microsoft.com/kb/953195

If you don’t have your installation of Microsoft Office downloading updates using Windows update, you can download the service pack using the link below:

http://support.microsoft.com/kb/968170

Nathan MIGTurbo MIGTurbo Outlook Toolbar, Office 2007, Outlook

In February we released a new version of the MIGTurbo CRM Toolbar for Microsoft Outlook users. Development of this ‘all new’ version has been undertaken in-house to ensure that we can provide clients direct support and actively incorporate their feedback into the development process.

Since February, we have released a number of updates to the new toolbar based on client feedback of the toolbar “in the wild”.

Change your mind on sending emails when filing

The MIGTurbo CRM Outlook Toolbar seamlessly integrates into your Microsoft Outlook application so that you can choose to file items manually or automatically when you send emails. But what if you have second thoughts on sending an email? If you have your toolbar to file outgoing items, when you are prompted to confirm the filing details you now have an extra button: “Do not File or Send”. This allows you to cancel sending and filing the item, useful for saving blushes later!

Outlook Distribution Lists and Groups expanded

When sending to many people, Outlook provides a useful feature of grouping contacts together. This is ideal for sending to anyone involved in a team. We’ve improved the toolbar to take this into account and “expand” the Distribution List or Group to file against one of its member contacts.

Added Template Fields

We’re very concious of our clients’ security and privacy requirements, particularly when working with recruitment or financial data. To further improve on our extensive security and privacy considerations within MIGTurbo, we’ve also added three additional fields that allow you to include just the To, CC or BCC fields when you’re filing messages away in MIGTurbo. This way any project managers, stakeholders who may be copied in on a message will retain anonymity within MIGTurbo CRM.

If you’re already using the MIGTurbo CRM Outlook Toolbar and want to benefit from these new features, be sure to contact us and we’ll be happy to introduce your organisation to these improvements.

Nathan MIGTurbo MIGTurbo 1.8, MIGTurbo 1.9, MIGTurbo Outlook Toolbar, Outlook

You may recall we’ve been working on improving the speed of MIGTurbo 2.0 further by making various optimisations in the call to the server and its response to the client (your web browser). Having set the precedent and the model to use, this work continues.

Our new Security Editor for MIGTurbo 2.0 builds on our existing security mechanism in MIGTurbo 1.8 and 1.9 by introducing Roles and Rules. Without going into too much detail at this stage, this will provide users with an elegant and flexible solution for securing their system, whether they prefer MIGTurbo “locked down” or with more liberal access. The customer decides, not the software.

It’s important we get the user interface for this right, as it is a new concept and we need to be sure that users can jump on board with the new flexibility this offers. If you’ve used Windows file permissions, you’ll quickly become au fait with the new interface. 

Using the same technique, by using AJAX and web services to circumvent the traditional web page processing pipeline, interaction times were cut again. In fact, moving rules up and down the list occured so fast you couldn’t be sure if it had actually happened. Using AJAX means that we can update the page seamlessly, so can change small elements of the page with no-one but the most eagle-eyed users noticing. Using web services, we can do it faster. 

This presented us with a problem. We actually needed to slow down the interface to provide the user the reassurance that something had actually happened. We’ve come up with a nice visual cue that takes 0.5 seconds to run through, but gives the user the confidence that something has actually occured.

Take a look at the first screenshot from MIGTurbo 2.0, albeit a very small one (we don’t want to give too much away just yet!)

I’ve just clicked the “Up” button to move the UserAdministration rule above the rule above it (thereby allowing UserAdministration members to perform this particular action). Instead of simple redrawing the rules, the rule “fades out” and then redraws. This gives a small and simple visual cue that something is happening. 

Another effect we’re working on is when deleting rules. In the same example, if I was to delete the rule by clicking the Delete icon, the rule is turned red, then faded out. This gives the impression that the rule has been “blown up”. Another simple cue that confirms something has happened without requiring any interaction or confirmation by the user.

We hope to add more of these interstitials to reinforce the actions that the user is performing within MIGTurbo 2.0. They don’t just provide a key aspect of a user experience, though, they also make the use of the product a little bit more fun (but don’t “blow up” too many things)!

Nathan MIGTurbo MIGTurbo 2.0, User Experience (UX)

It’s been a tough couple of days on the MIGTurbo CRM 2.0 project. I’ve been working on the code to Display and Edit Client Details. It’s nothing spectacularly complex or detailed, of course, but there was a niggling issue that was bugging me.

MIGTurbo 1.8 /1.9 is fast, very fast. So in writing next-generation code to replicate the functionality and speed users are used to, we need to make sure that we can maintain a similar level of user expectation. As with the commitment to maintain the User Experience in terms of user-interface, we also need to make sure users’ expectations of speed is maintained.

Traditionally, when editing a record on a web application, there is the inherent cost of applying the changes to the server, retrieving the latest details and updating the user interface. All quite costly. In the slowest tests performed in the last couple of days, this was taking up to 5 seconds. A lot of debug code, and support resources are involved here and this does not represents a “real-world” scenario, but even 2-3 seconds will give a feeling of “lag”.

Improving the speed of this was very important, and if we could do it using the same foundations we’re implementing for improving extensibility, then all the better. So, armed with acronyms and search terms, I set upon resolving the speed issue and tweaking the code to extract every bit of performance possible. Effectively, this has taken 2 days … to gain 4 seconds of performance. Now, a typical round trip takes less than half a second (in rough tests).

Was it worth it? Of course it was. Those 4 seconds, multipled by all our clients, multiplied by the number of times a user performs that single function and you get a significant time difference that exceeds 2 days. What would have taken a round trip of approximately 30Kb (even using AJAX - albeit ASP.NET AJAX) now takes a round trip of less than 200 bytes in a typical scenario. That’s a lot of bandwidth given back to the network and it all goes to ensuring MIGTurbo 2.0 remains an enterprise class CRM.

Just in time for the live streaming of The Gu’s Keynote at MIX09 and all without a Diet Coke, too.

Nathan MIGTurbo MIGTurbo 1.9, MIGTurbo 2.0, User Experience (UX)

Charles recently blogged about the challenges around making improvements to established products and designs. MIGTurbo is a successful CRM package and is evangelised and valued by its users. One of the reasons behind this, we believe, is the supremely simple and quick user interface. We are currently internally testing the next version, MIGTurbo 1.9, and this has a number of exciting new features which will further enhance the user experience - or ‘UX‘ to its friends.

So when moving towards the next major milestone in the MIGTurbo roadmap, MIGTurbo 2.0, it presents a challenge to us. While we are looking forward to being able to provide more features and better performance with a contemporary design, we must balance that with what we know has made the product such a success up until now … and that is the simplicity of the user-experience.

One thing I have really appreciated since joining Island Web Works is the opportunity for frank discussions about everything from the fundamentals of the Microsoft SQL Server Paging mechanism to the finer details of Natural Selection. These discussions have allowed me to come into the business as a new member of the team and also as a new and fresh user of the MIGTurbo application while still being able to contribute my opinions and outlandish statements without fear of tarnishing any egos. So when looking at what form the user experience of the 2.0 release should take, a full and frank discussion could be had. 

We quickly identified and agreed that we did not want to repeat Microsoft’s mistake with the Office 2007 user interface. Previous users of Office 2003 were able to use their years of experience using the world’s most popular office suite to create and manage their documents, spreadsheets and presentations with relative ease. Ever since Word 6.0, the user interface has been more or less consistent even as new features were added. Then, in 2007, Microsoft redesigned the entire user interface of the Word, Excel, Access and Powerpoint products to use ‘Ribbons’. Sure, the Ribbons are beautiful, and I happen to prefer them, but most users just want to get the job done and when functions not only move but appear to disappear altogether, user unrest is sure to follow. So despite extensive usability testing and user experience workflow modelling when coming up with the Ribbon Experience, users are still rejecting the user interface due to requirements of loss of productivity and requirement of re-training staff. While we need to maintain a consistent experience with previous versions, one of the key components of the MIGTurbo 2.0 roadmap is extensibility, so we equally didn’t want to restrict any opportunities in the future. We need to be able to provide extra functionality, in new places, but not disturb the central usage workflow.

Our challenge is how to maintain a consistent user experience for those users who have used the product for years, while providing visible opportunities to help them get more out of their usage of the product - but at the user’s own pace. We are working on an experience which will mirror our existing UI design and associated benefits, but will also hint at opportunities to help users focus on the job in hand. One key example I use is a month-end procedure. We want to be able to facilitate everyday use whilst accommodating specialised use, so provide the regular “everyday view” but give enough cues to help the user realise that they can extend their view on the system to perform specialised procedures even easier than before. This did not happen with Office 2007.

After the discussions we have had both today and previously, I believe we have come up with a sensible compromise. We will be maintaining the experience as much as possible for users who are already used to the system by ensuring functions and data are where they always were. There won’t be any disappearing or moved functions, but there will be additional opportunities to get more from the user experience. We will achieve this by mirroring established design patterns that have proved to work. By adopting patterns such as the Task Bar, Breadcrumbs and Menu patterns along with Web 2.0 practices, we can benefit from existing user experience. When a new user uses the new MIGTurbo for the first time, they will already know how to use the menus, how to navigate between screens and why the application feels the way it does because they will have already used the techniques in other applications. When an existing user uses MIGTurbo 2.0, they’ll have a strong degree of familiarity based on their previous experience.

It’s too early to show screenshots as the UI framework that will hold the functionality, data and plug-ins together is still very much in flux. However, we are looking forward to involving users in the latter stages of the development of the user experience to further build on our impressions and experience using MIGTurbo and seeing other users use it, both the user and the seasoned expert. This will provide us with a valuable opportunity to see user reactions at first hand and give users a valuable opportunity to further influence the design of a product many users spend all of their office day with.

Nathan MIGTurbo MIGTurbo 1.9, MIGTurbo 2.0, Office 2007, User Experience (UX)

(… not like I’d know of course)

Over the past few months I have been working on what was my first project involved with the MIGTurbo CRM application, the Microsoft Outlook Toolbar.

The toolbar provides access to client/contact records within MIGTurbo along with access to some of the MIGTurbo plug-ins, such as DocuMentor for attaching documents stored within MIGTurbo and TimeTracker allocating correspondence to projects. The new toolbar is built around our new MIGTurbo API, which will form the basis of MIGTurbo 2.0 and will be released later in the year.

We’ve been listening to our client’s feedback about the previous versions of the toolbar and think we have matched their expectations for reliability and performance. Although I do not agree with releasing “Beta” software out to users without a level of technical awareness, testing was going to be essential. Therefore, for the last month or so, we’ve been deploying our pretentiously titled ‘Elective Sunrise Edition’ to try and give some clients a preview of the toolbar and try to spot any issues that we wouldn’t spot until it was released “into the wild”. The response to the toolbar has been very positive and we’re pleased to say we’ve released the toolbar officially and will be installing it in the next few months.

As the developer of the toolbar, it’s a mixed time for me. I’m pleased to see it reach “Gold” status (to attach an equally pretentious title), but I’m touched by a sense of nervousness about how well it will perform in the “real world”. We’re confident in it though, having tested it in some differing networks with their own challenges (security policy, topology, organisational etc.). Although I have no idea what it would be like, I do get the sense it would be like seeing your first-born start school for the first time!

Nathan MIGTurbo DocuMentor, Outlook, TimeTracker