Very interesting observation at the Traveler workshop

As part of the Bluewave/Teamstudio workshop, we issue lend devices (iPod touches and Androids) to attendees while they connect to our server for setup.  I recommended that the delegates use the device they are least used to.  Result?  A lot of cursing and frustration.

iOS device users had a tough time getting traveler installed and up and running on Android.  Mostly is was droid OS knowledge (or lack of) related.  Android users had the same issues with the iPods.  These are technical people, smart people. They all appreciated the opportunity to do this, and it most definately opened their eyes on seemingly “simple” software.

Now imagine normal people.  One attendee said that even with self service documentation, they are only achieving 50% success without assistance from support desks.  Considering the explosion of mobile devices, this will be a serious impact on your FTE resources.

Do absolutely everything to assist self help in advance of deployment.  Consider really good documentation, emulation software for testing (for yourselves) and automate the process as much as possible.  As you scale up in number of devices, the financial cost of Mobile Device Management products will become more and more justified.

7 Comments »

  1. Tim Paque Said,

    May 19, 2011 @ 5:44 pm

    Now that’s some serious food for thought, with rights issues though I’m not sure if much can be done to make that particular process much easier.

  2. pmooneynet Said,

    May 19, 2011 @ 5:49 pm

    There are ways to make it easier. Processes, documentation and tools.

  3. Marc Champoux Said,

    May 19, 2011 @ 6:30 pm

    Yep … I agree with your 50% success rate. Setting up Traveler either on an iPod or an Android is a multi-step process and a lot of people get hung up at one point or another. The proof for me is that even my own employees sometime have trouble following the step-by-step instructions that I provide them via PowerPoint (see my blog at http://www.thenewdominoadmin.com/blog/?p=1897 and http://www.thenewdominoadmin.com/blog/?p=1474).

  4. Chris Miller Said,

    May 19, 2011 @ 9:13 pm

    You highlight another point enterprises should consider. BYOD. The whole bring your own device initiative that Traveler lends itself to

  5. pmooneynet Said,

    May 20, 2011 @ 12:02 am

    Covered to death at the workshop Chris. Both the technical and the social/business partnership side of things that we all have to deal with now.

  6. Steve Ives Said,

    May 22, 2011 @ 4:15 pm

    I agree with you Paul. Normal people cannot just do this enrolment stuff on their own without some very clear instructions to follow. I’m glad that we went the extra mile and decided to build the hands-on element into the workshop.

  7. 54: A face is the cheapest form of marketing – This Week in Lotus Said,

    August 30, 2016 @ 10:59 am

    […] had some rather interesting observations in in his Bluewave/Teamstudio session in […]

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