Speech!

Etisalat BlackBerry Software Upgrade Aims to Enhance Performance of Devices and Facilitate Handover from 3G to 2G Networks

Abu Dhabi 15 July 2009: Etisalat today confirmed that a conflict in the settings in some BlackBerry devices has led to a slight technical fault while upgrading the software of these devices. This has resulted in reduced battery life in a very limited number of devices. Etisalat has received approximately 300 complaints to date, out of its total customer base which exceeds 145,000.

These upgrades were required for service enhancements particularly for issues identified related to the handover between 2G to 3G network coverage areas.

Customers who have been affected are advised to call 101 where they will be given instructions on how to restore their handset to its original state. This will resolve the issue completely.

Silence is Golden

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The Etisalat BlackBerry update story has started to grow little legs now, with the coverage from Gulf News and ITP.net yesterday joined today by a story from The National and a GN followup. Both of today's UAE dailies focus on the irritation of subscribers and the silence of Etisalat, an angle that The National, in particular, highlights:

"Etisalat does not lack the ability to talk to the public. It is one of the UAE’s largest advertisers and it would be difficult to spend a day without seeing one of its promotions in print or on television. Its public relations machine is well oiled, putting out press releases daily..." says reporter Tom Gara before launching into an entertaining, if slightly surreal, series of nautical metaphors spanking the uncommunicative communications company.

Now coverage has gone international, with stories from Wired and from the UK's rightly feared (or revered, depending on which side of the industry fence you sit on. Rather marvellously, its tagline is 'Biting the hand that feeds IT') The Register.

It is, yes, a wee social media case study, this one. A single user posts some stuff he found on a specialist forum, triggering the swift passing of that information among a frustrated customer base that is being poorly communicated with. The news is examined, refined and passed on again, a great deal of that traffic going via Twitter BTW, and now it's going wild. Many media reports internationally are focusing on one or two media reports locally - the role of a single Qatari software expert being key right now in the coverage from 'mainstream' media as it is picked up by media outlets. In fact, both Wired and The Register covered the story from ITP.Net. And now uber-blog engadget has covered it from The Register. And if that isn't as bad as ReTweeting, I don't know what is!

Now major international technology media outlets are repeating a story based on the stated views of one man following his comments on a local blog. Scary, in its way. I'm not denigrating that expert, BTW: Nigel (and original discoverer DXBLouie) are both chaps that certainly appear to know a great deal about what they're talking about - as does Steve Halzinski, whose post on BlackBerrycool here still contains his considered view on the nature of the 'network update' that apparently forced BlackBerries into meltdown as they scrambled to contact an overloaded server.

News expands to fill a vacuum. Particularly a social vacuum. For what it's worth, my prediction is that this story will grow - Etisalat really needs to fill that vacuum before it does, although I suspect that by now the genie is well and truly out of the bottle.

Thanks, Gulf News!

Image via Wikipedia

Nice to see Gulf News' Abbas Lawati covering the BlackBerry software patch story today - great reporting, from surfacing the story and 'getting' what was going on in the first place right through to finding Qatar- based progammer Nigel Gourlay to comment on the actual functionality of the patch. Great journalism, top marks for effort and really cutting through to the heart of the story.

Thanks, BTW, to the lads at the most excellent Stuff Magazine for the link back they included in their story!

It's going to be interesting seeing how Etisalat deals with this one now from a communications perspective. The company could choose to clam up and fillibuster any journalist unwise enough to pursue the story further, ignoring the howls of pain from customers while it quietly fixes the problem. Or could institute a wide-ranging reaction to the unfortunate incident, apologising for the inconvenience the move has caused, communicating effectively with customers, explaining what has gone wrong and how they can restore their devices and performing as clean and efficient a 'roll back' as possible.

There have been reports of users buying new Dhs200 batteries for their BlackBerries as a solution to the sudden battery-drain they experienced - and performance of the handsets has also reportedly been affected. So there is a strong argument for a smart, transparent customer service push that redresses at least some of the key customer irritations.

Meanwhile, if you want to get into the security software business, here are some handy hints and tips.

Make sure that nobody knows you're trying to install a security or monitoring patch because they might be scared or protest. Tell them it enhances teddy bears or something. Having done that:

• Do make sure that your software is called something scary, like 'Raptor', 'Destroyer' or 'Interceptor'. Name the subroutines you are using after the software so that users can see the name and be spooked by it.
  

• Do make sure you install all software into a directory clearly named after the security company that is providing the solution. This helps curious customers, bloggers and yes, even journalists, quickly and easily find out more about what you're up to.
  

• Do try and work with a security company whose website shrieks 'Be Scared! Be Very Scared!' or at least trumpets how it makes interception and monitoring software that allows intelligence agencies to monitor and analyze targets. Nothing makes consumers happier than being referred to as 'targets', except possibly the sight of red laser dots on their chest.

Meanwhile, I'd just like to say that my Nokia battery has ground to a virtual halt, supporting no more than 20 minutes of talk time before failing. And that didn't even need a patch from Etisalat to achieve!

Blodge

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It looks on the surface about as bad as you can get in terms of completely mis-handling your customer base, lying to consumers and losing their trust and respect in one single great big blodge.

A telco pushes an upgrade to users of devices on its network. That upgrade not only apparently has the effect of downgrading the service, but is widely reported to screw up the batteries of those devices, triggering a public outcry.

Then people start to look at this software, labelled, "Etisalat upgrade for Blackberry service. Please download to ensure continous service quality" to see quite why it has been such a disaster. And they start asking questions about quite why it was important to download a network performance upgrade to the clients.

This is what they find, according to DXBLouie (no relation to our pal Bluey methinks), posting his findings on the BlackBerry support forums: A series of Java files. Perhaps interestingly, they all install to a folder called SS8.

SS8? Who they? What do we find, for instance at SS8. com? A security and interception company perhaps? One with a newly opened local operation, too, it seems.

So the inference customers are drawing is that the telco knowingly pushed a security and monitoring application to their handsets without informing them - one that has crashed their handsets and caused considerable annoyance. Obviously, they're jumping to conclusions.

But now they're starting to ask questions about quite why it was that a telco thought it could stealth a nasty little monitoring application, without telling them, without asking their permission and without any 'by your leave' onto their handsets. You'd expect the telco to start facing questions about that...

It's going to be an interesting 48 hours, people...

Nostalgia, Ephemera and Aeronautica

I said I'd share some more stuff from my wee collection of information on the Handley Page biplanes that used to ply the pioneering route from Croydon to Australia in the 1930s. There's more info here and here and a fantastic video of Sharjah airport (Kalba, incidentally, was the location of the 'backup' air strip and therefore posessing a greater importance in the 1937 scheme of things than, sleepy little town that it is, it does now) as it was back in the days of Empires, tally-hoes and people whacking the ball long and straight, dont'cha know.


This is the plane itself. These used to land at Sharjah in Oman (from Basra via 'Koweit and Bahrein) on the way through to Gwadar in Baluchistan. Let's just take the [sic]s as read. With 36 seats (and TWO toilets - you listening EK? A bog for every 18 pax!) and a bar, the planes were luxuriously decked out in mahogany and the like. It must have been a gut-wrenching ride.

The planes' engines had to be completely overhauled overnight at Sharjah, where guests were put up at the Mahatta Fort, a remote outpost (the fort was built for Imperial Airways by the ruler, who also provided a guard) containing three stir-crazy Brits and assorted staff. The met report used to be done by flying a light bulb up on a balloon to measure the wind.




This is the 1936 timetable. Arab readers might like to note where Gaza is located. Have a think about these journey times! Given that the 7 hours to Heathrow gives me mild shudders, this trip must have been a complete joy and let us not forget that these planes flew low, had no weather radar, no stabilisers and had wings made out of stretched canvas. Oh! And when you get to Shar-Jar, there's no AC. Let alone Gwadar and the others!

Mind you, if you think the hack to Sharjah's bad (4 overnights, including a train journey from Paris to Brindisi), it's a 14-day, 12 night flight to Brisbane!

Perhaps interestingly, my information is out of whack with the info on Wikipedia - it is my strong understanding that one of the HP42 series 'planes was lost at sea in the late 1930s in the Indian Ocean, while Wikipedia says only one was ever lost to a hangar fire in the UK. Hmm...

I also have a set of 1938 timetables and if anyone's interested in better quality scans that aren't quite so JPEGed, do just drop me a DM on Twitter or a mail at the usual address. I collected all this stuff because of an abiding fascination with Mahattah (which is, after all, on my doorstep) and the idea that one day I'll get a novel out of this lot...

If anyone owns copyrights to these, I'm not aware of them so please do let me know and I'll arrange appropriate attributions or whatever.

1937 and all That

Image via Wikipedia

Remember this blog post about Mahatta museum in Sharjah and the old Imperial Airways flights?

I happily rambled on about Air Outpost, the documentary that was filmed in 1937 about the desert airport of Shar Jar - we have had a copy of this amazing film for many years on videotape.

Well, now it's online. The National has snaffled a copy and posted it up on its website - so you can now go here, watch it and decide for yourself if I was right to call the Brits in it 'preposterous'! The original blog post has more background on the fillum.

Enjoy!

Air Outpost

Swine

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The UAE's advertising agencies have long been famous for their skill, creativity, taste and discernment, let alone managing to run their businesses on unbelievably tight margins (the latter, at least, an assertion made by advertising bigshot Joe Ghoussoub talking to Emirates Business 24x7 last week which did rather result in me having to clean half-chewed muesli from my keyboard).

So any hint of egregious opportunism in the advertising campaign for Dac, whose roadside promise to 'Eliminate flu viruses and doubts for 24 hours' in the face of rising public concern regarding the H1N1 'swine flu' virus is obviously in my imagination. It's nice to see big business taking a role in public education campaigns in the face of health scares rather than making unsustainable claims for products that target our fears.

The advertising campaign being mounted by Dettol (ten times more effective than soap, apparently) at least doesn't make a promise, directly or indirectly, to protect gullible consumers from swine flu or any other form of influenza, even if its timing does perhaps mean it sails a little close to profiteering from the pandemic.

The Dac advertisement did leave me wondering if global chemicals company Henkel, rightly proud of its track record in corporate governance and CSR, would truly associate itself with a campaign that makes the absolute promise that one of its domestic cleaning products will eliminate influenza viruses. And if it does, I'd love to see the peer-reviewed research that stands the claim up...

Marwa. Mainstream Media Fail? AGAIN?

Image by luc legay via Flickr

Egyptian Marwa El Sherbiny lived in Germany with her husband. Subjected to verbal abuse by a Russian man, Alex M, because she wore a veil, Marwa eventually took legal action against him. She was in the courthouse in Dresden when the man walked across the room and stabbed her 18 times with a knife he had brought into the coutroom. She died in the attack.

Marwa was pregnant.

Her husband rushed to help her, but he was shot by a policemen who apparently mistook him for the attacker. Having spent three days in a coma, he is currently in intensive care.

The man who stabbed Marwa is to be charged with murder. Early reports on Bild apparently said that the charge would be one of manslaughter. Interestingly, the vast majority of reader comments on the Bild website were horrified at the crime and how the man could have been allowed into the courtroom carrying a weapon.

The Guardian, finally, tells the story here. The incident took place on Wednesday last week and I picked it up when colleague Mai tweeted the news. Her first tweet on it came on Thursday (sparked by a tweet she had received linking to a report on Egyptian blog Bikya Masr) and was part of a growing tide of horrified Tweets from around the world reporting the incident. The horror expressed was both at the crime and at the way mainstream media appeared to be largely ignoring the incident - outside local German media such as Bild, which carried a report on its website the day the attack took place - there were no files from the major European newspapers and nothing from news agencies, either. Reuters, in fact, didn't file until Sunday 5th July, when it deigned to release a picture story caption showing protestors holding placards that said things like 'Our blood is red too, not cheaper than yours'.

As Bikya Masr points out quite correctly, European media coverage didn't break until almost a week after, when mainstream outlets started to report the protests in Egypt that took place. Those protests, as The Guardian points out, were fuelled at least in part by the way that the European media was seen to have ignored the killing. The Guardian's story, its first, was filed yesterday.

So, once again, we have news that travelled around Twitter, Facebook and blogs, the social media I talk so much about, but that was not considered newsworthy by the newspapers and TV channels that form 'mainstream media'.

At a time when the debate in Europe over women wearing the veil has been refreshed and brought into sharp relief by comments such as those made by Nicola Sarkozy, you'd be forgiven for thinking that a horrific murder committed IN a courtroom against a pregnant woman because she was veiled would be 'newsworthy' - the many people around the world who picked up the story from social media sources certainly thought so.

Now, a week later, we are seeing coverage of the protests - those comforting images of screaming zealots in the streets chanting for revenge that help people in Europe to 'understand' the Middle East.

The real question is why we didn't get to see that a gentle woman was killed in cold blood last week, when it happened. It took Twitter and blogs to tell us about that.

Summer Bargains for Brummies

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Dubai is embarking on a bargain basement bonanza as the summer kicks in, flogging off package tour deals that beggar belief. There’s no doubt that chaps over at the Dubai Tourism Promotion Board have been busy little bees.

Local residents could perhaps be forgiven a sigh of frustration at just how much better off the out-of-towners are going to be – the rates on offer to UK residents, for instance, smash the rates we’re quoted locally into a cocked hat. In fact, not only do the Great British Public get a better deal on hotel rooms than we do, they get a better deal on flights too!

The Metropolitan Hotel, Dubai is offering three nights of four star luxury, including flights to and from Birmingham, for £399 from August 11 to September 18th. Now, for a couple, that works out to a total flight, hotel and breakfast deal of Dhs4,788.

At locally quoted rack rates, three nights in the Metropolitan (inc b/fast and tax) in that same period will set you back a cool Dhs1,350. So when you add the cost of two flights to Birmingham (cheapest EK return rate for two DXB-BIR is Dhs7,050), you’re looking at locals paying an equivalent package deal bargain of just Dhs8,400 – nearly double what the tourists will pay!

Book in UK deal - £798 for two (Dhs4,788)
Book in UAE deal - £1,400 for two (Dhs 8,400)

The Atlantis Hotel, Dubai is offering three nights of five star whale shark endangered species-teasing luxury for just £549, including Birmingham connections. Now locally, a three night booking in August will set you back Dhs2,880 including taxes and note that’s a weekday – weekends aren’t available. So we’re already talking £480 for the hotel, before we add in that Dhs7,050 flight cost – a couple of Dubai residents could fly to Birmingham and back, staying at the Atlantis for three nights for a mere £1,655 compared to the cool £1,098 package being offered to travellers coming the other way – so living in Birmingham means a saving of £557 on living in Dubai when you holiday in the sun – enough for a third package!

Book in UK deal - £1.098 for two (Dhs 6,588)
Book in UAE deal £1,655 for two (Dhs 9,930)

But it gets better! Let’s start to book a room at Le Royal Meridien Beach Resort and Spa, whose cheapest local B&B deal is Dhs 3,458 for the three nights. Add in our Brummie flight at Dubai prices and you’re looking at paying Dhs10,508 for three nights of Dubai bliss for two – the package price for your sun-seeking Brummie would be £499 each, or a total of Dhs5,988 – Dhs4520 (or £753) LESS than a Dubai resident would pay at locally quoted rack rates !

Book in UK deal - £998 for two (Dhs 5,988)
Book in UAE deal - £1,751 for two (Dhs 10,508)

If you buy your EK tickets in Birmingham rather than Dubai, BTW, they’ll cost as little as Dhs 6,100 - £1,017. So a Brummie based Brummie is instantly Dhs950, or £158 better off than a Dubai based Brummie flying the same sector – let alone the more expensive local hotel rates.

Never mind. Don't forget The Oceanic's doing Dhs199 a night for a double! :)

Slim

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As various posts over the past eight or so months have noted, Gulf News has been cutting back on the carbs and has dropped its weight from a rather turgid 1.3Kg in November 2008 to an average 640g in Feb 2009, a downward trend continued through May, which saw the paper taking up regular exercise and slimming down to an reasonably regular 540g.

It's been feeling lighter recently and I have generally resisted the mildly obsessive impulse to weigh it again, but today's edition felt noticeably more feather-like. And it is - thanks to my trusty weighing scale (the best Dhs19 I've spent at Lal's in a long time) I can report that today's GN is weighing in at 440g, something like a third of its original weight. I have to add the usual caveat - a Dhs19 scale is hardly capable of atomic accuracy.

I think we can all agree there's a trend here - it's hardly rocket science. The fact that the trend is continuing is a worry, though. GN has already apparently shed a number of journalistic jobs - albeit fudging this news with an example of corporate responsibility and transparency that should inform any company wishing to call the skeleton in the cupboard a 'new market opportunity'. Few will welcome the news of more to come.