Telco Fail Special. Etisalat WINS Challenge.

(Photo credit: Wikipedia)

I know quite a bit about telcos. Back in 1991, strangely enough as allied forces started the air and ground assault to liberate Kuwait (great timing, I know), I launched a magazine called Communications Middle East Africa, or Comms MEA as it became known. Then, in the late 90s, I was involved in the communications strategy, planning and rollout of privatised Egyptian mobile operator Mobinil. I subsequently worked with France Telecom, Jordan Telecom, Jordan's Mobilecom, Fastlink, Zain, Wataniya in Kuwait, Algeria, Iraq and Saudi Arabia, Batelco, Nawras, MTN (in its Saudi license bid) and others in the Middle East and further afield. I've worked on communications strategy, marketing campaigns and capacity building programmes in telecommunications and ICT for regulators, telcos, manufacturers and governments.

I've got telco form, in short.

I knows me telcos.

So it is with considerable confidence I can assert that never in my life have I ever encountered a telco as woefully useless as the UK's EE. We're not talking just averagely bad, we're talking organisationally dysfunctional to an extraordinary degree. We're talking spectacularly bad in a sort of massive display of really bad fireworks of badness bad. I wonder they remain a viable business, so awed am I by the symphonic virtuosity of their badness.

It's truly incredible, a Harvard Business School case study in how an organisation can remain profitable whilst exhibiting a stellar disregard for its customers. If you're in the customer service business, give up. Go home. You're wasting your time. That EE is still trading demonstrates for all time that the customer really doesn't matter.

I'm not going to bore you with the whole story. But you'll get an idea of how awfully bad they are when I tell you that I finally gave up and walked into one of their stores to get help fixing my issues with their awful service, blitheringly incompetent UX and heart-attack inducing IVR-driven call centre.

"I know," said the chap in the shop. "We're really, really bad. And there's nothing I can do about it, they don't trust us to get access to anything here in the shops, you'll have to talk to the call centre. It's frustrating, I know, but there's nothing I can do for you."

"But there's no way you can ever speak to a human at the call centre. You're just stuck in the system and when you eventually find your way to the option to talk to a representative it hangs up in your face."

"Yup. I know. Everyone hates us."

It's an interesting customer service technique. My frustration and anger were instantly defused. If it's so bad their own people have given up, what chance do I have? I eventually managed to find a way around my issue, albeit an inelegant one, but then found their iPhone app crashing every time you tried to invoke it. Reboot mobile, no change. I went to another EE store.

The bloke in the store grimaced. "Yes our app does crash. It does it on my iPhone, too. Look, I'll show you. There. Crashes every time.  Bad, isn't it?"

"But a telco in the smartphone era whose app crashes on the world's most iconic smartphone platform is surely on a one way ticket? It's almost unbelievably incompetent."

"I know. But what can we do? We just work in a shop."

In fact, EE's service is so bad, it got fined £1 million by UK regulator OFCOM. Googling 'EE customer service' gets you access to a very deep bucket of ordure indeed. It's the UK's most complained about mobile operator, as it turns out. And that seems to be quite an achievement in itself given the tone of debate around the other operators.

Which is why, coming back to the UAE from leave, I found myself looking at Gerard Butler gurning at me from a green-tinged billboard and thought, almost fondly, 'You know what? It might still be running the dumbest, most ill-advised campaign in the history of telco promotion, but Etisalat isn't all that bad.'

Yup, you heard it here first. Challenge accepted. Etisalat vs EE? I'll take the home team any day...

Mobile Money, Apple Pay And Disintermediation

Dead. Yeah. Dead.

Funny, I started yesterday with a post about mobiles and ended it talking about disintermediation. Hence a new post.

Disintermediation is what the Internet does to people who are selling privileged access to things. The Internet destroys privileged access. So, for instance, if you are in PR and selling media relations, I can use online tools to access journalists and I don't need you. If you're an ad agency selling creativity (it can be crowdsourced) or media booking (click, click hellooo), I can DIY, thanks. If you're a journalist selling me access to events (all my pals are filming it and sharing the videos on Twitter, thanks). Or a travel agent selling me airline tickets (click), a bookshop (click) or any other number of people taking my money for giving me something I can do using the Internet, you're dead meat. Perhaps not today or not tomorrow, but soon enough.

I was talking about it in the last of the Bookshop DIFC writing, editing and publishing workshops (thanks, chaps, I had a lot of fun and nobody's sued, so that's good) last night. I was trotting out my old catechisms - "Quality is irrelevant when technology improves access" and "The Internet destroys privileged access" - in relation to the ongoing destruction/transformation of the booky book publishing business.

The mobile's done the same, of course. I remember with painful clarity being at a Motorola PR klatch in Vienna in the mid '90s as we discussed maintaining the relevance of radio paging in the SMS era. The answer, of course, was flee for the hills. The invitation to fight to the last man in an epic stand against overwhelming odds with no possible gain in sight is one I will always respectfully decline.

Guess I'm not made of the stuff of heroes.

The mobile hasn't just done for the radio pager - it's done for the bedside clock, too. It's killing the iPod, iterative technological destruction at its best. The digital camera's not looking too pleased, the dictaphone is a relic and taxi companies aren't far behind. Telcos are being reduced to faceless providers of wholesale bandwidth - and they don't like it.

Who'd have thought you could do so much with a telephone, eh?

Apple Pay is the new toy from The Church Of Jobs. It's an NFC based payment system based on your Apple Store subscription that lets you pay for things by waggling your mobile at a terminal. It's causing some issues in the States right now where a group of retailers, including Wal-Mart and Gap, are prevented from accepting it because they've signed up to a rival NFC payment scheme that's not got off the ground yet. They're going to have to rip up that MoU fast if they're not going to alienate millions of iPhone-toting punters wanting to waggle their cash across.

And so the mobile is going to do for credit cards. We're not going to need that wee piece of plastic anymore. Which is interesting, because we arguably don't need what's behind it. We're paying 2.5% of every single transaction for the privilege of moving our money from our account to credit someone else. Sure, the retailer pays the 2.5%, not us. But if you think they're gladly absorbing that cost rather than passing it on faster than you can say antidisestablishmentarianism, you've got another thing coming.

Apple, Amazon et al can move money for nothing. And we trust them - we've already given them our credit cards. What if they tell us we can have what we want without having to use the card? Pay the 2.5%?

Banks will never allow it, surely?

Yeah, but wait until they realise they don't own the customer anymore. They're just virtual money stores at the backend of our more important direct relationship with the retailer. By inserting itself in the transaction, the mobile displaces the payment facilitator and renders it faceless. It's just a redundant transactional layer and technology removes redundant transactional layers rather neatly.

There's not a thing they can do about it. It's already game over.

A Question Of Mobiles

It's a long story of no interest to anyone but myself, but hell, this is my blog and if I want to be a boring old git, nobody can stop me. Bwaa haa haa etc.

I bought my first mobile - in 1994 - under enormous pressure. I hated the idea of carrying a phone around with me and loathed the sort of people you saw hefting the things around - all blue suits, white socks and green ties. Dom Jolie and so on. But then I started publishing a weekly and needed to be available in case anything happened at the printing press.

I got an Etisalat 'HudHud' - a rebadged Nokia - and the extra life battery pack. I'd been covering telecoms in the Middle East since the days of the car-phone, so the HudHud was quite impressive. It was a portable rather than a luggable, but the extra battery pack was the size of Luxembourg. Apparently a HudHud is a desert bird. Who knew?

A succession of Nokias followed. The houbara bustard sized HudHud got smaller over the years - as did the outrageous phone bills. Going from writing telecoms magazines to handling the communications strategies for telcos, I soon had a pocket full of SIMs and a deep-rooted sense that telcos simply didn't understand data. 

Telecomms people used to look down their noses at datacomms people. The telephone was mightier than the modem. I'm serious. And it started to become clear that the world's dominant handset maker had the same legacy attitude. The Nokia 6310 - I would still argue the company's brightest moment - remained resolutely mono, mini-screened and app-free. It never transitioned to a new generation, Nokia failing to understand technology adoption models and so lurching from inflection point to inflection point rather than offering users a smooth transition through iterations of an evolving platform. In technology, discontinuity invites disloyalty - users have an incentive to switch platforms if their investment in your new new thing compared to their investment in your old new thing is the same as the investment required to adopt your competitor's new new thing.

It's a thing thing. Trust me.

And the 6310 was where I got off. I clung on for ages, but nothing happened. No new model, no colour screen, no data evolution. No clear upgrade path. Time to get a Sony Ericsson, then.

What do you get when you mate an oyster and a brick? The Nokia Communicator. This was the 'future of the smartphone' and I wasn't buying. But then the Sony Ericsson experience was awful, too. Back to Nokia, which by now had colour screen 'smart' phones such as the N86 and N93. But the store (to become the ill-fated 'Ovi store') had nothing in it. No backgrounds, ringtones, apps. Nokia invented the smartphone and invented the ecosystem. It's just they didn't 'get' that an ecosystem needs to be populated, otherwise it's just barren terrain. They were a phone company playing at computers.

Boy Jobs, of course, coming at this from a computer perspective (one of those dirty 'datacomms' people, don't you know? Absolute parvenu, dahling) got it in spades. Nokia was still laughing as the water in the bath warmed up and his scalpel sliced through their sleepy carotid.

Which left me with a dumb smartphone. I stomped off and went for Google's Android. If I'm honest, I was probably a little bit angry with Jobs for killing 'my' mobile but more angry with Nokia for not understanding (them and the telcos, too) what he understood - that a mobile is a computer, not a phone. An access point to an ecosystem full of super toys and fun things. The terminal device in a rich data-driven world of high bandwidth always-on gloriousness.

It was after I'd flung my incessantly-crashing HTC at a wall that Nokia got in touch and slipped a canary-yellow Lumia my way. I loved the handset - still do. I don't like Microsoft, never really have. I hated them as a journalist (I still treasure 'official' letters of complaint from them) and never really learned to love them as their Middle East PR guy (I was, for something like five years). I tried, Lord knows I tried. But behind Barney lies an arrogant, mean, machine.

I wanted Nokia to win, to come back and show us it had worked things out and understood what was happening. I wanted there to be a third way, an alternative to Google's Moonie-evangelistic ubiquitousness or The Church of Jobs.

It's no use. It's game over. Microsoft has deleted Nokia and it's now clear that any innovation in mobile applications isn't going to be starting with Windows. Developers can't be bothered to port their apps to WinPhone and every other kid in the playground has shinier toys than me.

Now I'm in a real pickle. I can't make my mind up and it's been killing me for weeks.

Android or Apple?

Anyone Fancy A Change? Etisalat Doesn't!

(Photo credit: Wikipedia)

The UAE's 'incumbent' telco, Etisalat, has managed to neatly underline quite how fearful it is of mobile number portability by trying to block its competitor's 'change' campaign.

Mobile number portability - the ability to change operator without changing your number - should arguably have come to the UAE much sooner: it's a key element of any sensible competitive market and regulatory regime. It was first talked about back in 2009, in fact. Du has always said it wasn't the one dragging heels around here and that makes perfect sense - incumbents always face the challenge of 'churn', the process whereby harried and fed up customers migrate to competitors, so the longer they can delay MNP and preserve that barrier to entry, the better.

Worse, many, many people in the UAE already carry two devices - one Du and one Etisalat. It's one reason behind the country's remarkably high mobile penetration. But it also gives subscribers a taste of the service offered by the competitor.

So Du, on the news that MNP would finally be brought in, started a natty little campaign offering to provide information to people who text CHANGE to 3553. Etisalat responded by blocking that number. Regulator TRA promptly fined Etisalat (sum, of course, undisclosed) which then grudgingly unblocked the number. The National reports on the whole farago with glee - as does Kipp.

Great service, great value, consumer choice. These are all good things, no? Values for any company to aspire to! It's just that, well, someone doesn't really seem to be entering into the spirit of things around here, do they?

Given the choice, keeping your number, would you change?

Oh Noes! Ramadan Traffic!

lumia (Photo credit: twicepix)

My life, certainly my sanity, has arguably been saved by Nokia Here Maps over the past few days. A mild curiosity - one of many packed into the excellent Lumia 920 I am using (wot Nokia's PR agency gave me to 'trial' and then 'forgot' to ask for back) - Here Maps has been a thing of great beauty as Ramadan has rendered the normally relatively predictable traffic patterns of the UAE truly Brownian.

The mornings have now changed from the 7-8am school run congestion to a post 9am get to work rush, while the afternoons appear to start with the lunchtime rush and never really die down up until 5 o'clock ish. Different roads are seeing different traffic densities as people try out alternatives, timings change as they try and avoid the worst of the congestion. You'd hardly think a great number of people had already left for the summer, but apparently they have.

It's all made things a bit unpredictable and for those, like me, fond of the open road, you have to get pretty witty. Which is where my mobile has been so very handy: Nokia's Here Maps, apart from being nicely accurate, contains a number of overlays - one of which shows the density of traffic. So you can skim along your intended route and check if its clear (green) a bit sticky (orange) or utterly banjaxed (red).

I have been doing that rather a lot recently - in fact every time I venture out. It has saved me countless hours of grief and frustration already...

The Last Telegraph. Stop.

Major telegraph lines in 1891 (Photo credit: Wikipedia)

Today there is actually less chatter in the world. The last telegraph has been sent and now the old machines are officially museum pieces. The last message over a telegraph network was sent by Indian state operator BNSL - Bharat Sanchar Nigam Ltd - from Pune's telegraph office, in fact Saturday saw something of a rush for the outmoded service, with something like 150 telegrams commemorating the end of a service that has been connecting the world for 160 years.

Although Samuel Morse gets all the credit (his telegraph was patented in 1847), there were a number of pioneers developing wireline communications systems - it was Morse, fuelled by having missed his wife's death as the message she was ill came too late, who defined the telegraph and whose famous code allowed the first telegram to be send in 1938.

The story was carried last month by Business Insider, where I stumbled upon it and took it along with me to Dubai Eye radio. The National's done quite a nice piece on it today.

As I've mentioned before, the UAE has its own little piece of telegraph history, with Musandam's Telegraph Island, a tiny islet in an inlet out by the Straits of Hormuz in what is apparently called the Elphinstone Inlet. The telegraph station there was built in the 1860s, but was only actually occupied and in use for two years or so around 1865-1868, before the cable was re-routed.

Apparently in that time, two men were lost to the appalling heat - the legend is the island is the origin of the phrase 'going round the bend' because the hapless, over-heated Brits would go potty waiting for the next supply ship. A gunboat had to be maintained for the safety of the crew on the island, apparently, because of the 'piratical nature' of the locals. As the excellent 'The Myth of Arab Piracy in the Gulf' by HH Dr Sheikh Sultan Al Qassimi points out, they were a feisty lot back in the day.

The cable, part of the London-Karachi link, meant that a message could travel from London to India in just five days. Advances in technology meant that just seventy years later, a man could fly from London to Sharjah in just four days.

How we move on, eh?

ArabNet - The Dubai Digital Summit

It starts tomorrow - ArabNet's Dubai Digital Summit - three days of conference, workshop, developer competition, roundtable and other information sharing stuff. It's a pretty packed agenda - there are over 120 speakers (including li'l ole me) and there are expected to be upwards of 800 attendees gathering at the aesthetically interesting Atlantis Hotel on the Palm.

The three-day conference is at the core of a number of other activities, including ArabNet's 'Digital Showcase'. This excellent initiative gathers over thirty young digital companies from around the region and provides them with a platform to show their wares at ArabNet - and includes brokered meetings with media buyers, banks, telcos and other business enablers. There's also the final of ArabNet's developer competition which will bring together winners from the UAE, Saudi Arabia, Lebanon and Jordan in a final face-off to crown the best developer in the Middle East. My money's on the Jordanians...

The actual conference consists of three tracks - a Forum Track and a Workshop Track - then on day one a Startup Track and day two an Industry Track, which splits into verticals and is more 'solutions' oriented and day three a Roundtable Track. Someone with a highly advanced sense of humour has put me moderating the banking panel on the industry day, which should provide a few laughs if nothing else...

There are four industry round tables taking place in the Roundtable Track, which will tackle key issues in the development and expansion of the Middle East's digital industry. I'm chairing the one on advertising, "Growing digital adspend", which should be interesting as the invited attendees for what is intended to be a productive brainstorming session represent all sorts of interests - mainly vested! - in the way this important sector is developing in the region.

As anyone who's been to ArabNet in Beirut will attest, there's a 'vibe' to the event that is truly infectious, a coming together of smart people who share a passion for something that is at the heart of exhilarating and often breakneck change and transformation. There's a grin-inducing cocktail of dynamism and innovation in the air.

So all in all it promises to be a busy, intense and fascinating week - and if you are interested in mobile, online, digital, social or anything touching the online and digital industry in the Middle East, you would be mad not to be there*.

Oh, and you can catch my presentation on addressing the 'content crisis' at 5pm on Wednesday and see quite how neatly I manage to wave in the inevitable plug for Beirut - An Explosive Thriller.

* Disclosure - Spot On is the PR partner for ArabNet but as you'll all know by now, this blog has never represented my day job. I'm bigging up ArabNet because I'm a fan, not because I'm shilling for them.

ArabNet's Coming To Dubai!

It's not often you find me parroting one of Spot On's announcements on the blog, but that's just what I'm about to do. The ArabNet Digital Summit, the regional digital conference forum event thingy, is coming to Dubai. The Beirut-based event has already spawned offshoots in Cairo and Riyadh, as well as a number of roadshows and other regional events. Now organiser Omar Christidis has decided to split ArabNet, recognising the diverse roles played by different parts of the region - Dubai, pretty much by default the Middle East's shop front for all things digital and media, is to host the conference component of ArabNet. The event will take place on the 24th-26th June if you want to mark your calendar.

That's a pretty smart move in my humble opinion*. It's long been a great truth that while the Levant is the cradle of IP creation and innovation, the GCC is the big market prize and the UAE, Dubai in particular, is where the sales operations belong - and, of course, where pretty much every regional ICT company is headquartered. Not only that, but Dubai is also home to many of the publishers and broadcasters who make up our regional media.

The event will be a three-day summit, with days devoted to start-ups, vertical industry content and developers respectively. Given that ArabNet Beirut has grown over the past three years to become easily the preeminent digital event in the region - and yes, I admit to having been originally surprised that an event of such quality took place in Beirut - putting the same thinking, strong content and agenda and organisational skills into a Dubai based event should result in something pretty special.

I have always been a strident ArabNet fan and the company wot I works for, the stellar digital communications agency Spot On Public Communications, is the event's PR partner - just so's you know and don't think I'm shilling you or anything sneaky like that...

Cartoon courtesy, of course, the ever so talented Maya Zankoul.

*BinMugahid nagged about the lack of the word 'opinion'. I gave in. In the good old days, you'd have seen that in Comments, but of course now it's debated on Twitter and Google+. *sigh*

UAE BlackBerry 10s Need A Data Plan

BlackBerry Employees Count Down to BlackBerry 10 (Photo credit: Official BlackBerry Images)

There has been quite a lot of confusion globally about the new BlackBerry 10 smartphone and how you access BlackBerry services. In the good old days, your BB worked seamlessly and gave you access to roaming data and messaging - a key reason for its wild popularity in the Gulf. The new BB Z10 will NOT do that. You're going to need to join the riff-raff and subscribe to a data plan. If you try and use that puppy when you're roaming, heaven alone knows what the consequences will be, but standard roaming data rates with both Etisalat and Du are a whopping Dhs 1 per 30 kilobytes of data.

To put that in perspective - a Gigabyte is a thousand Megabytes and a Megabyte is a thousand Kilobytes. So 1 Gig of data at that rate would be around Dhs 33,000. Bargain, huh?

A smartphone will happily gorge its way through thirty kilobytes of data in about the time it takes a fly to hit a windscreen (What's the last thing to go through a fly's mind when it hits the windscreen? Its bum). I've got a 1 GB data plan and manage to keep a lid on it, but I'm by no means a heavy user. And I frequently find myself bobbing up towards the limit by the end of the month. Smartphones are constantly online, downloading this, checking that, updating the other. When you hit YouTube with a vengeance or start using them as a tethered wireless hotspot, the old byteometer starts whizzing around. It's why having a mobile that defaults automatically to WiFi is a godsend - particularly when all your apps decide they need to be updated at once, which happens every other day as far as I can see.

So to be clear, if you've bought the BB10, you're not covered by BIS any more - you need to get a data plan.

Luckily, both of the UAE's operators have BB10 ready plans, although Etisalat seems more ready than its rival - it offers four BB packages ranging from Dhs 49 to Dhs 299. The Dhs 49 package doesn't work with the Z10, so you'll need to start with the 'BlackBerry Complete' plan at Dhs 79. If you want roaming, the most expensive plan, the Dhs 299 'BlackBerry global' will give you 20 MB of roaming data. With roaming data speeds on offer of 2 Mbps, you're looking at using that abundant allowance of data in a little over a minute's access.

Du's plans seem a great deal more sketchy - at least the way they're presented online makes it look that way. And Du's roaming data is via its roaming data daily bundle - a one-time charge of Dhs50 which is valid for 24 hours and buys between 3 and 8 MB of data, depending where you are. Which is even less than Etisalat and a pretty useless amount of data.

At least Etisalat has started sending warning messages out when you hit your data plan limit, but the chances are we can look forward to puzzled UAE BlackBerry users wondering why their lovely new BB Z10 smartphone is suddenly gobbling credits like a PacMan on crack. There's an argument the operators should be louder and clearer on the new arrangement, communicating it effectively to consumers before they make the decision to buy the new handset.

But that would be far too sensible, wouldn't it?

(This post is thanks to Gerald Donovan, who originally brought this issue to light)

Technology, Dubai and the Nokia Lumia 920

Nokia 638 (19,06cm de alto), Nokia 2160 EFR (16,42 cm), Nokia 5160 (14,84 cm), Nokia 6070 (10,5 cm) (Photo credit: Wikipedia)

It's been a funny week for technology in general. The Great Phone Meltdown led to Nokia Middle East lending me a Lumia 920 and The Great PC Meltdown resulted in me taking to my iPad while I tried to sort out my notebook. And even tried to sort out what I use a notebook for!

The result has been, for me at least, fascinating. I've moved a lot more of what I do to 'the cloud' but find the single tasking nature of the iPad precludes much of what I want to use a system for - sure, it's great for doing email and consuming content, but it's not great for producing content. And in my day job as well as my hobbies, I'm a relatively constant producer of content.

But the iPad is now my 'out and about' device of choice. The notebook, ironically, stays rooted to the desk. It's stopped tottering around before hurling itself at walls but after this week's performance, it's definitely EOL.

The great surprise for me out of all this technofailure has been the Remarkable Triumph Of Lumia. They say brands ascend when low expectation is met by high performance and that great truth means Nokia better slow things down before it gives itself the bends. The Lumia is a stunner.

Let's start with the basics. As I mentioned before, it's solid - some would say weighty. As time has gone on I have come to find that weight reassuring. Seriously. It's built out of polycarbonate, which means scratches don't show. There's no user access, no back cover to prise off to get at the battery and SIM, instead the SIM is inserted in a sprung carrier at the top of the handset (it's a MicroSIM holder, so I had to get my Vintge Mubashir chip SIMcumcised at local phone shop. A clip and a wince and dirty deed done.

The screen is raised out of the unit's body and seemed to be significantly more fingerprint resistant than the HTC and, it has to be said, the iPad. The display is clear, bright and the resolution is stunning - retina display eat yer heart out. The back of the handset has a Carl Zeiss lens (WooOOOoo), a flash unit and a black strip that looks decorative but is actually the location of the inductive charging coil. The base has two speakers and a conventional charging socket. That's it, minimalist and sleek.

But you'd expect Nokia to make a great handset, wouldn't you? Until I gave up on them (about 6 months after the Symbian Blog posted a last, despairing post saying 'We give up') and flung my N86 at the wall, I'd been a Nokia punter for nigh on two decades. My first Nokia was an Etisalat 'HudHud', a grey/green brick with a pingy antenna. My favourite Nokia ever was the 6800. Seriously. When they didn't upgrade that to colour and 3G, I fled to Sony Ericsson only to flee back to the N series a few frustrating months later. But then, post 2007, I started to hear about people doing things with their handsets I couldn't. By about 2009 it was starting to get embarrassing. Great build quality doesnt make a dumb smartphone any smarter.

But now there's something new behind the screen - Windows Phone 8. I can't begin to tell you how set up I was to loathe this. Microsoft has always sucked at mobile - from Windows CE right through to those awful handsets OEMmed from HTC by that Scottish bloke who went bust, Microsoft just hasn't managed to compete on mobile. Ballmer's laughter at the iPhone rings hollow down the years - he was laughing at the halo product in a segment where Microsoft had not only always sucked, but had ignored until dangerously late. Today MS and Nokia have much in common beyond their partnership. They're both comeback kids. And I have long stopped considerinng Windows a 'cool' product - Vista killed off the final vestiges of respect I had for the interface (and in case you're interested, I have used every iteration of Windows ever built. Windows 1.0 was pretty gnarly, I can tell you!). After the plane crash of Vista, Windows 7 was usable - that's all I cared about by then.

They shouldn't have called it Windows at all, IMHO. It has nothing in common with the WIMPs interface on your desktop. Those squares of colour quickly worm their way into your sensibility, the interface is highly intuitive, fast as hell and an absolute joy to use. You almost forget it's there, which is the highest praise I can think of for technology. The screen is very bright indeed, bright enough to withstand the UAE's sunlight - no more hunching over the screen to try and read it in your own shadow. Taps do what they're supposed to do, menus flip into place with a flash and everything's pretty much where you'd expect to find it. I was shocked at how quickly I found myself navigating around with ease and, yes, enjoyment.

Nokia's mapping software is cool and works, Nokia Drive in particular gives you  fully functional and capable GPS (I had occasion to use it yesterday and I can tell you it truly did save the day), including voice guidance. The augmented reality city app turns curious onlookers into gurgling idiots and the information layer works in Ajman. If you know what I mean. The camera is simply superb, particularly in low light conditions. There are loads of nice little touches going on - haptic feedback gives you a little 'bump' sensation when you use the three 'big' navigation controls ('back', 'home' and 'search'), you can save profiles to your Google contacts (not just Hotmail) and Gmail integration is a dream.

I tried a couple of games out, slick, fast and colourful. Pretty much what you'd expect. There's a lot more on the app store and I haven't really had time for a 'play' yet.

Rowi was the first Twitter client I tried out and I instantly loved it. There's no TweetDeck yet, the WP8 'ecosystem' is yet young - and no Instagram, although that has now become irrelevant to me as I typically load photos to Tweet rather than share on Instagram.

The million dollar question, then. Am I a 'win back'? One of those millions of customers Nokia is looking to woo away from the iPhone and, crucially, Android? I'm going to play with a Galaxy S3 at the weekend to make sure it's 'Apples to apples', but I'm broadly headed Lumiawards. It's a truly smashing mobile and no wonder it's selling, according to Jacky's COO Ashish Panjabi, like hot cakes.

The ITU In Dubai And All That

Téléphone ancien (Photo credit: zigazou76)

The Twelfth ITU World Conference on International Telecommunications is currently taking place in Dubai, with much international fanfare. The ITU is proposing to debate the re-writing of its 1988 regulatory framework for international telecommunications (ITR), allowing its members to contribute towards creating a new framework for 'the Internet age'.

Oh dear.

Cue spirited PR campaigns from Google (which has gone as far as to use the hallowed homepage to drum up support for it's 'Take Action' campaign for a 'free and open Internet') and others, pointing out that we shouldn't be letting governments decide on the future of the Internet. This is interesting, as that's precisely what governments think they not only have the right to do but, working on behalf of their respective peoples, should be doing.

Dubai, meanwhile, gets a win for hosting the event and racks up some nifty international publicity.

Of the many aspects of the 'Internet age' being discussed (in many cases, I fear, by people whose understanding of telecommunications is rooted firmly in yoghurt pots and string) is how telcos can share in the enormous revenues being derived from companies using the Internet to provide services to users. These people, argue the telcos, should be paying to use our networks.

It's not only absolute tosh as a proposal, it would be laughable if it weren't being actually listened to at the ITU. Telcos built the rods for their own backs long ago - they built roads and then insisted in charging tolls for the use of those roads which were calculated by the minute. Now they're trying to charge by the value of freight or the transaction you're travelling to close. With precious little innovation on offer, they're now challenged by the fact they have simply become bulk data providers, irrelevant to us in the main and certainly no active part of the thriving, active and profitable ecosystem of the Internet.

So what they want the ITU to do is grant them a charter to continue doing what they have done so well in the past - sit back and tax network users for using their networks, charging unfairly high rates for minimum quality service and contributing not one jot of value to the communities they are meant to serve.

For me the debate regarding regulation is of little interest - governments already regulate effectively enough at the state level and if they all decide to do more regulatin' I suspect there's little we can do.

But the telcos and their bid to pass a cash cow's charter? That's the one that'll affect you and me the most, I suspect...

A Tale Of Two Revolutions

Photo credit: Wikipedia

They are the best of times, they are the worst of times.

The Industrial Revolution changed the world and brought us to the world we have today. The compelling combination of innovation and communications transformed society, at first in the United Kingdom, where it had its roots, but then spreading to America, Europe and the rest of the world. The confluence of mechanisation, improvements in transport and communications and entrepeneurialism transformed agrarian societies and created industrial powerhouses that brought wealth and opportunity - and created poverty and appalling illnesses, too. It tore society apart and remade it. Constantly.

In the latter C18th and into the C19th, that revolution built cities as it emptied rural communities. The old ways had changed and people, from legislators down to the common man, had to find ways of adapting to the furious pace of change our world was suddenly pitched into. Life would never be the same again, from our views on community, family and morality through to the expectations we had of our rights and place in society.

Sound familiar?

Imagine, then, a country that took one look at the industrial revolution and threw up its hands in horror at the very prospect of change. Oh no, not for us these naughty steam engines, looms and ironclads! We'd rather stay tilling the land! These countries would arguably be the ones that would subsequently fall to the inevitable rush for empire - because an entrepeneurial revolution sustained by free market economics will inevitably cause expansion into new markets. And the sheer force of the explosion will open those markets by hook or by crook. As it did in the C18th, as Europe's powers jostled to dominate smaller, less able countries who were still in 'the dark ages' compared to these new, brash economies.

An alternative model might be to try and cherry pick from the revolution. We want the steam engine and the mill, but we'd rather not have looms if that's all the same to you. And we'll take canals, but pass on the roads. The trouble with this is that innovation revolutions are integrated - any part of the set of available innovations that is not embraced and made competitive will create a market opportunity for the expanding revolutionaries.

And so it is with the Internet Protocol in the UAE. And although the Internet is the core technology of our new revolution, it is merely a road network. The producers of raw materials, the refiners and manufacturers need hauliers to find their markets, but once the canals and roads are built, that's about it. You can build roads and charge tolls, but you can't own the traffic or the goods that pass over the roads.

Critically, you can't dictate to road users what they must pay to use your road if you are competing with other transport networks - the market then defines price. So when you have a Microsoft retiring Messenger and replacing it with Skype, the global VoIP provider whose website is blocked in the UAE, you face a very clear choice - one you have failed to face,  but known about, for years now. Do you reject the revolution (an attitude that has long been your inclination) or do you accept that you have no choice but to compete in the newly transformed environment or inevitably fail?

Both of the UAE's telcos now work on wholly IP based infrastructure. And yet we pay Dhs1.50 for a text message. That's the most expensive 160 bytes of data imaginable. Extrapolate that to a 1Gbyte month and you'd be shelling out about nine million dirhams ($2.5 million) for a normal data package. You can see how WhatsApp starts to look attractive, can't you?

Telcos have no choice but to adapt to the IP (and by that I mean VoIP) era. Their revenue models will have to change, they'll have to lean up and cut staff. I watched thousands of jobs go in the years I worked with Jordan Telecom going through just such a transformation. It's not pretty, but that's revolutions for you. They'll have to find new ways of creating products and services relevant in an IP world. I'd say the solution lies in transactional commerce over IP networks, but hell I'm just a PR guy what would I know?

Right now, we're busy sitting on a chair squawking 'go back' at the waves. But they're waves of innovation and they're inexorable...

Let The Chaos Begin!

Hornjoserbsce: A sim card (Photo credit: Wikipedia)

Gulf News today carries a Great Pronouncement Of Doom from UAE telecom provider Etisalat. If you don't register your SIM card on time, you're going to have your line cancelled, they tell us. It's all part of the UAE's Telecom Regulatory Authority slightly obtuse campaign,  'My number, my identity'.

As I predicted earlier, this one has all the usual Ealing Comedy attributes. We are all to trot off to a telephone company office with a passport copy (and original it seems) or a national ID card (copy and original we assume) and re-register our mobile lines by filling a form. The 'campaign' started on the 17th June - now Etisalat has given 1.5 million of its 8.6mn subscribers just three months to register their lines, failing which they will suspend the line. Three months after that, it's cancellation. They've sent out texts to the lucky 1.5 million hapless victims telling them to register or lose all within 90 days.

As I pointed out before, it took five years to issue everyone National ID Cards here - and that's still not a 'done deal'. The constant slew of frequently clashing announcements, pronouncements, threats and exhortations have provided endless amusement. Now we're going there all over again.

Does Etisalat really think they can get 1.5 million lines re-registered in 90 days? Even allowing for a constant and equal throughput across all their 104 offices, that means 160 applicants re-registered per office per day, or (with an eight hour day) 20 per hour. Or a constant rate of one registration every three minutes in each and every office.

Don't make me laugh. Etisalat doesn't process bill payments that fast, let alone re-registering lines (including, presumably, verifying and inputting the registration information as well as scanning documents etc). Can you imagine the long, hopeless, shuffling queues? I can and I'm in no hurry to play, thank you.

In fact, Etisalat's spokesperson told GN "It won't take more than ten minutes to fill the form... everyday we have an average of 10,000 subscribers who approach Etisalat offices to update their personal information.". At that, frankly unbelievable, number, we're still talking only 900,000 registrations in 90 days.

And then they're proposing to text another 1.5 million customers, just to add to the chaos from the preceding 90 days.

Words fail me.

Cue Another Farce?

Two cellphone SIM cards (bottom and top) (Photo credit: Wikipedia)

Did  you catch this one? I, for one, didn't I've missed it until I finally tumbled today.

The UAE's Telecommunications Regulatory Authority (TRA) last week launched a new campaign, 'My number, my identity'. It's probably my fault and certainly not the almost impenetrably obtuse language of the announcement which is clarified by Gulf News today in a story that, try as I might, I could not find online.

We're all going to have to trot off and re-register our mobile SIMs with whichever operator we're with. From July 17th, Etisalat will have over 100 registration points around the country where you can go, eagerly clutching your national ID or passport with visa, and complete an application form to, effectively, re-apply for your mobile phone number. Du didn't confirm its re-registration arrangement intentions to GN in order to make the story, but CEO Osman Sultan, quoted in the TRA release lauding the TRA's campaign, did say customers could go to Du shops.

Many of you will recognise July 17th as the likely starting point for Ramadan, the ideal time to conduct a national campaign of this sort.

Unregistered SIM cards will be cancelled "once the registration period expires" according to the GN story. We haven't been told when that is, or what likely timescale they have in mind.

There are 12.36 million mobile lines out there. It's taken five years for the Emirates ID Authority to 'roll out' the national ID card. How long will it take this campaign I wonder? How many needless frustrations, queues, visits to physical locations and extended deadlines, empty threats, retracted announcements and 'clarifications' are we set to see?

But believe me folks, take this one seriously and get in there early. Because if there's one thing these bohos can do well, it's cut people off...

Etisalat Roaming Package Competitive Shock Horror

English: Etisalat Tower in Sharjah, United Arab Emirates (UAE). (Photo credit: Wikipedia)

We pay about double what consumers in, say, the UK do for mobile data here in the UAE. So you can imagine my immediate scorn at seeing one of our cosy, regulated duopolists Etisalat advertising a global data roaming package of Dhs150 (about $41) for 35 MB of data per week.

They actually used the word 'only' in the ad, which carries the idiotic headline 'Instagram from India'. You'd get less than five images up to Instagram with 35MB of data...

Just for fun, I took a look at some UK operator rates for data roaming. And it's a little shop of horrors that makes Etisalat actually look quite good. I know, I know. Sit down for a while and it'll pass.

The problem of mad data roaming prices has been extensively documented, with tales of unwary travellers notching up bonkers mobile bills because they haven't turned off the data function in their mobiles. It's so bad, in fact, that the EU introduced a roaming data cap of €50 back in 2010 that cuts subscribers off at this mark unless they specifically ask their operators to increase it.

Tariffs in the UK vary pretty widely, but the worst of them is BT, which wants £7.70 ($12) per MB of roaming data. At that rate, your 35MB of data would cost Dhs 1,617. (Oh, and you'd hit that EU data cap downloading a couple of songs)

Etisalat beats out BT? It's pretty amazing, isn't it?

Orange will sell you a 200MB plan for a cool £120 (Dhs 188), while Virgin comes in with a neat £10 ($15.72) for 50MB data within the EU only.

So Etisalat's mad-looking plan is actually pretty competitive to UK operators. That doesn't mean for one second that they're off the hook for their insanely expensive broadband and call costs. And it doesn't make international roaming 'affordable' for UAE subscribers - it's actually because it's insanely expensive that our insanely expensive operator's package looks reasonable.

Compared to competitor Du (I couldn't find a package offer, so if there is one please correct me), which charges Dhs1 for 50 kilobytes of roaming data, Etisalat does have the local edge however. For those of you who have grown up since they were relevant, kilobytes are 1024 bytes or 1024th of a Meg. We used to use them back when I were a nipper and Bill Gates said 640 kilobytes should be enough memory for anybody's PC.

Where Did Nokia Go Wrong?

Steve Jobs shows off the white iPhone 4 at the 2010 Worldwide Developers Conference (Photo credit: Wikipedia)

Ratings agency Fitch has just this minute cut Nokia's stock to junk bond status, reports Reuters. Five years ago Nokia was the undisputed world market leader in mobile handsets. Today it's routinely referred to as a 'struggling Finnish handset maker'.

Where did it all go wrong? How on earth can you take global market dominance, a near-faultless track record of innovation and product excellence and a loyal base of customers around the world and simply blow it?

The answer is Steve Jobs and a small issue of perspective.

Jobs saw the mobile as a computer. Nokia saw it as a telephone. Nokia was working on making your phone smarter, Jobs was putting a content access device in your hands. Even Nokia's early N series phones tacked a keyboard onto a phone, a bit like a mobile One Per Desk rather than using the powerful combination of smart access device, applications and content wrapped up into a flawless user experience.

For me, the rot truly set in when Nokia first started shipping 'smart phones' that could link to its Ovi store and download apps and stuff. The store was pretty much empty for a very long time indeed. Nokia seemed to miss the whole idea that the mobile was to a handset manufacturer what a SIM is to a mobile operator - a cash cow. Ovi could have been an open platform for application developers and content owners. It should have been.

On June 29th 2007, Jobs took to the stage in his turtleneck sweater and launched the iPhone. Nokia's executives must still have been laughing when, in September, Apple sold its millionth iPhone. They must still have been laughing when Time named it Invention of the Year in 2007.

Apple's iTunes and Jobs' app-centric approach created a revolution. Nokia, in common with mobile operators around the world, persisted in a circuit-switched mentality. When Google joined in with Android, the writing was on the wall. They started fitting the brass handles when Elop announced Nokia was ditching Symbian a year before it was ready to replace the operating system with the Great White Hope - Microsoft's Windows, the operating system that never 'got' mobile. Remember Windows CE anyone?

Today, Apple and Samsung between them account for something like 50% of the global smartphone market. And Nokia is a junk bond. Its first Windows based 'phone, the Lumia, has a name that means prostitute in Spanish.

Am I writing Nokia's obituary too early?

The Future Of Money

Image via Wikipedia

Dubai's transport regulator, the RTA (Roads and Transport Authority) has announced it is planning to open up the use of its Nol card to retailers. The slightly oddly named Nol card (nol is apparently an old Farsi word meaning 'fare') is similar to the UK's Oyster, a rechargeable swipe card that uses near field communications technology to process 'no touch' transactions. You just wave the card at a reader and the card is appropriately debited.

Opening Nol cards to retailers in the UAE is an interesting idea. It means that people unable to afford credit cards would be able to swipe their cards for goods now. However, the downside is that the silver and gold Nol cards are not personalised, so if you lose your card, there's no way to recover the money that's on it (the card can be charged up to Dhs500) and anyone could use your lost (or stolen) card in a wide range of retail outlets. The blue Nol card can be personalised and is therefore secure, but I'd be interested to see how the RTA handles reimbursing balances in the case of loss, theft or dispute - and how they propose processing retail refunds in future.

Visa debit cards are already on the market here that have implemented NFC technology, although no retailers here yet have NFC readers installed. (I have one of these cards from HSBC but daren't use it in case something goes wrong). And you can only guess at how prepared banks are to implement the complex infrastructure needed to support an entirely new payment method.

Reports in today's press don't say anything about charges for this service, either. The Nol card currently costs Dhs35 on issue (from metro stations only - it's usually Dhs70) and there is no charge for the 'cost of money', but this could well change once the cards are being used for third party transactions.

But the real kicker is not card based at all - it's mobile.

Android and Blackberry mobiles already support NFC, although Apple phones don't - apparently the iPhone5 is popularly expected to have NFC support. The RTA is already talking about porting the Nol system to mobiles, which is surprisingly advanced thinking. Now you have the benefit of total personalisation based on your mobile's SIM. You also have a lovely clash between the RTA, the telcos and the banks. Who will 'own' mobile money?

And this is where the Nol card idea becomes really interesting. Because if the RTA gets in there fast, they'll potentially completely cut the credit card companies out of the whole mobile payment scheme. If I were Visa I'd be offering retailers free readers and beating a path the RTA to sell them the idea of working together to make this happen as a team.

But then, what do I know? Maybe they already have..

Lebanon: Will The World's Worst Web Get Better?

Gulf News filed a Reuters report today on moves to improve Lebanon's internet access. The headline alone made me laugh, "Lebanon unveils faster, cheaper internet amid political bickering'. That's one of those 'Man found dead in cemetry' headlines. Nothing happens in Lebanon without political bickering.

Lebanon, as those who know it will attest, is a beautiful country of rich soil, glorious countryside and home to a fascinatingly diverse people capable of great cleverness. Beirut can be sophisticated, sexy as hell and enormous fun. It is also home to crushing poverty. And it's all strung together with public infrastructure that sometimes defies belief. From the rocky power grid (power cuts are still commonplace) through to the state of the roads, you're often left wondering quite how so much physical, intellectual and financial wealth sits alongside such tottering examples of failed governance.

Listening to the Ministerial addresses to ArabNet is helpful to reaching an understanding of this, I find.

Lebanon's internet is cited in today's story as being the 'world's worst... the country is always much lower down the rankings than many less developed nations such as Afghanistan or Burkina Faso.' The story goes on to recount, in shocked tones, how a 1 Mbps connection in Lebanon costs Dhs 279!!!

Errr. Hello, GN? That's about what we're paying here in the UAE. A one meg DSL line is Dhs249 a month, 2 Mbps costs a whopping Dhs349 a month and you'll pay Dhs549 for a 16 meg line. If you want the highest available speed from Etisalat, you can get a 30 Mbps 'Al Shamil' line for a mere Dhs699 a month. That's $191.5 to you.

I'm not even going to mention that the Japanese home gets an average 60 Mbps line at a cost of $0.27 per megabit month. Not even thinking about going there. Oh no.

Now the promises being made (because the story is, tragically, predicated on a promise not an actual physical delivery of service) are that Lebanon will get a minimum access speed of 1 Mbps for $16 per month. That would bring it in line with markets like the UK. I genuinely hope the promise (made to Reuters by Lebanese telecoms minister Nicola Sehnawi) comes through - although Ogero might have something to say about that - for two reasons. First and foremost so my friends in Lebanon can stop gnashing their teeth and throwing laptops against the wall in frustration. The selfish second reason is that it would add pressure on the TRA to finally act and bring down the ridulous broadband prices here in the UAE - prices that are undoubtedly a key factor contributing to hindering the adoption, use and the growth of the economic opportunity derived from technology in the UAE today.


(The image at the top of the post is one of my favourite things, BTW. It's the first sketch of 'the Internet')


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The TRA Responds

You may remember this post last week, in which I noted that the UAE's TRA, or Telecommunications Regulatory Authority was making efforts to get onto social media. They had arguably got a tad ahead of themselves by suggesting that everyone else might like to have a go at 'getting social'.

Finding the TRA on twitter, I rather grumpily asked, "Is there any move to regulate against the currently unusually high broadband charges levied by operators in the UAE?"

The TRA Tweeter duly directed me to their online query form. As I hadn't had my cup of tea that morning and was feeling unusually quixotic, I repeated my query on that form. You can find the TRA's query form here. It does ask for rather a lot of data from you, but then I suppose that could help to cut down frivolous inquiries from grumpy smart-alecs who haven't had their tea. I had absolutely no expectation of getting an answer back from them and, in fact, had forgotten all about it and moved on - specifically, I went and made a cup of tea.

Nestling in my inbox this morning was the response below:

Dear Alexander,

Thank you for contacting the TRA

The TRA does not directly set the retail prices for Telecommunications Services in the UAE. Retail prices are set by the licensees and approved by the TRA. This is because information relating to the cost of each service is best known by the operators themselves. The TRA believes that retail prices will fall as competition increases. To that end, the TRA is currently mediating negotiations between the licensees for each operator to share the other operators network. This will allow Etisalat and du to compete in the provision of fixed-line services on a national basis. The operators are at an advanced stage of testing the enabling technology and systems and the TRA expects competition in the provision of Broadband services to start at the end of this year. The TRA further expects that such competition will result in a decrease of the associated retail prices. This type of service based competition (as opposed to infrastructure based competition) is common in telecommunications regulation and will result in consumer choice.

Hopefully, the above clarified your inquiry.

And that, ladies and gentlemen, impressed the cotton socks off me.

The UAE TRA: More Front Than Brighton

The UAE's Telecommunications Regulatory Authority, or TRA, has called for increased use of social media services. The most immediate result of this announcement was me spitting tea out all over my long-suffering (and terminally ill) notebook.

The story, carried by Gulf News today as a 'Gulf News Report' rather than, more truthfully, a subbed WAM file, is linked here. It really is a quite remarkable display of doublespeak.

"The emergence of social media has opened gateways of communication with the rest of the world," said Mr. Al Ghanim. "It is always a good idea for a company to use social media to connect with communities they serve because it improves media coverage. In addition, social media encourages user participation, openness, conversation, connectedness and a sense of community."

Go to http://www.orkut.com from the UAE and you'll find it is blocked. Yes, it's not the most brilliant social media site in the world, but it is blocked by the TRA because of the content that people have put up on it. The TRA has had a long history of blocking 'dating', sorry, I mean social media sites. Twitter was blocked until August 2008, retarding the platform's adoption in the UAE. Flickr was similarly, until relatively recently, blocked in the UAE. Blogs have also been blocked by the TRA, including the still-blocked Secret Dubai Diary.

Take a look at the little beauty above: it's a snapshot of tweets from @theuaetra and it's totally representative of the 102 tweets that the organisation has pinged out into the Twitterverse in a one-way sputtering of informational spitballs. There has been no interaction at all - although it'll be interesting to see how today goes.

The TRA's YouTube channel contains nine videos uploaded three days ago, two three weeks ago, three a month ago and so on. Started at the end of December 2010, it initially drew quite high views (total views of its uploaded videos just top out the 5,000 mark) but the last batch of videos have earned one or two views each. Rather charmingly, comments are enabled, but I couldn't find any actual comments, even on videos that have attracted over 200 views. The channel has eight subscribers and one friend.

The TRA is also on Facebook, where it has garnered a remarkable 63 Likes. Again, the information flow is pretty one way with no Likes, Comments or Discussions. The oldest post I could find was dated the 2nd March. There is precisely one consumer interaction on the Facebook page and I reproduce it below. Beyond this, I have absolutely nothing more to say on the matter.

"Social media encourages user participation, openness, conversation, connectedness and a sense of community."