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Friday, July 31, 2009

Skype races to replace Joltid's p2p by June 2010

From eBay's SEC filing of form 10Q: 

Skype licenses peer-to-peer communication technology from Joltid Limited pursuant to a license agreement between the parties.

That's the software that lets your Skype client find and talk with other Skype clients. Joltid Limited is a British Virgin Islands company.

The parties had been discussing a dispute over the license.

Skype's founders want a second payday. They flubbed their $2 billion dollar payout at eBay, missing targets, settling for a nine figure buyout.

In March 2009, Skype Technologies S.A. filed a claim in the English High Court of Justice (No. HC09C00756) against Joltid Limited.

Skype picked the venue.

Following the filing of the claim, Joltid purported to terminate the license agreement between the parties.

"We're ending your license." "You're just purporting to end our license."

In particular, Joltid has alleged that Skype should not possess, use or modify certain software source code

Presumably, someone at Joltid provided that source code to Skype. Their contract (not yet public) may have detailed how that code was to be used. Or not.

and that, by doing so, and by disclosing such code in certain U.S. patent cases pursuant to orders from U.S. courts, Skype has breached the license agreement.

Since this is about facts, discovery should be interesting.

From an earlier SEC filing:

In particular, Joltid has alleged that Skype should not possess, use or modify certain software code (the "Code") and that, by doing so, and by disclosing the Code in certain U.S. patent cases, pursuant to orders from U.S. courts, it has breached the license agreement.

On the basis of, among other things, the parties' mutual dealings since the execution of the licence agreement, Skype is asking the English High Court for declaratory relief, including findings that:

(i) Skype is lawfully accessing, in possession of, using and modifying the Code so that Skype is not in breach of the license agreement with Joltid and accordingly Joltid's notice of breach and subsequent notice of termination are invalid;

(ii) Skype lawfully disclosed the Code in the U.S. patent cases so that Skype is not in breach of the license agreement with Joltid and accordingly Joltid's notice of breach and subsequent notice of termination are invalid; and

(iii) Joltid has certain indemnity obligations in relation to the U.S. patent proceedings.

Skype sued first, to finalize Joltiid's claims. Skype is asking the court to rule Skype didn't breach the contract and the contract is still in effect.

So, of course, Joltid sues back...

Joltid has brought a counterclaim alleging that Skype has repudiated the license agreement, infringed Joltid’s copyright and misused confidential information.

If Joltid wins on copyright infringement, Skype users downloaded the software more than 1.5 billion times. Is Joltid the new RIAA? 

On the basis of, among other things, the parties’ mutual dealings since the execution of the license agreement, Skype asked the English High Court for declaratory relief, including findings that Skype is not in breach of the license agreement, that Joltid’s notice of breach and subsequent notice of termination are invalid, and that Joltid has certain indemnity obligations in relation to the U.S. patent proceedings.

"Dear Judge, shut up Joltid."

Trial is currently scheduled for June 2010.

A deadline!

Although Skype is confident of its legal position, as with any litigation, there is the possibility of an adverse result if the matter is not resolved through negotiation.

It's to Skype's advantage to strike a deal with Joltid as soon as possible. Joltid, however, may enjoy a better bargaining position the closer they get to the court date.

Skype has begun to develop alternative software to that licensed through Joltid.

When did this project begin? While the Joltid founders were still running Skype for eBay? Five minutes after the founders left? When Joltid claimed breach?

Skype can improve their bargaining position by replacing the Joltid p2p engine. They could buy the technology from Bluemoon.

This is an opportunity to improve on the original p2p engine. Skype could build a p2p engine that:

  • scales faster and more reliably,
  • crosses more residential and enterprise firewalls,
  • works at low power on wireless networks,
  • survives hostile conditions including blocking,
  • updates status and presence more quickly,
  • recovers more quickly from disruptions in the p2p fabric,
  • efficiently creates creates supernodes and relays.

Skype's new CTO has one year to design, test, and deploy a new p2p engine assuming they started construction in 2009q2 (would eBay have reported it if they'd started sooner?). That's a tight deadline when p2p isn't at the center of your expertise.

However, such software development may not be successful, may result in loss of functionality or customers even if successful, and will in any event be expensive.

No pressure.

If Skype was to lose the right to use the Joltid software as the result of the litigation, and if alternative software was not available, Skype would be severely and adversely affected and the continued operation of Skype’s business as currently conducted would likely not be possible.

Where's that countdown clock? 305 days to go.

See also:

Hat tip to the Skype 5.x chat room.

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Call me at +1-510-316-9773, Skype me, follow @skypejournal and @Phil Wolff.
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Thursday, July 30, 2009

Russia's iron telecom tries to frame Skype

Skype's success is taking hard currency out of the mouths of the Russian telecom industry — Rostelecom/Ростелеком especially —rubel-putin-lenin and slowing the flow of baksheesh to their political brethren.

Fine.

Aren't you surprised at the Russian telecom lobby's lack of originality in maligning Skype? These neo-Stalinists have generations of experience at framing innocents. They could have said Skype causes cancer, makes you stupid, promotes alcoholism, breaks up families, slows the Internet, is used by addicts, makes you wait longer for phones, lowers sperm count, is run by reprobates, raises the cost of food, is funded by the Romanovs. Anything.

They could even have fomented anger over Estonia, where most of Skype's engineers live and work. Estonia is a former Soviet state with a large Russian-speaking minority. There's resentment over Estonia joining the EU and its economic prosperity. But no, they didn't go there.

Instead, the commercial lobby latches on to a law enforcement meme: Evil People use Skype for bad acts and The State must be able to listen in on everyone to thwart their plans. We've heard this from crime fighters in Germany and Italy, the UK and the US. Nobody from Russian law enforcement, however. Just lobbyists for phone companies.

At their meeting 21 July meeting, last week,

...it was noted that the market for IP telephony is increasing much faster than the market for traditional voice communication. Has also made a forecast that by 2012 40% of traffic will be IP telephony. Without any control by the States, that will inevitably trigger security concerns, the majority operating on the territory of the Russian brands, such as Skype and Icq, are of foreign origin, and therefore it is necessary to protect domestic producers in that area, etc.

Meanwhile, Skype is winning the hearts of the Russian people with Skype's "Victory Day" video conferences for WWII veterans. You can buy Skype credits in 72,000 QIWI (КИВИ) cash-in kiosks across Russia. Enjoy Skype.com in Russian.

Napoleon Bonaparte, beaten badly by Czarist Russia, gave advice Skype might heed: "Never interrupt your enemy when he is making a mistake."

Skype tip: (flag:ru) will show a Russian flag emoticon.

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Call me at +1-510-316-9773, Skype me, follow @skypejournal and @Phil Wolff.
Visit our Skype Journal private roundtable, one of the longest running public Skype chats.

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Net2Phone v. Skype IP suit going to court in September

From eBay's 2009q2 Form 10Q: 

In June 2006, Net2Phone, Inc. filed a lawsuit in the U.S. District Court for the District of New Jersey (No. 06-2469) alleging that eBay Inc., Skype Technologies S.A., and Skype Inc. infringed five patents owned by Net2Phone relating to point-to-point Internet protocol. The suit seeks an injunction against continuing infringement, unspecified damages, including treble damages for willful infringement, and interest, costs, and fees. We have filed an answer and counterclaims asserting that the patents are invalid, unenforceable, and were not infringed. The parties have completed claim construction briefing and attended a pre-trial conference hearing. The claim construction hearing date has been set for September 2009. The trial date is not yet set. The U.S. Patent and Trademark Office has accepted reexamination on all five Net2Phone patents that are the subject of the lawsuit. We believe that we have meritorious defenses and intend to defend ourselves vigorously.

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Call me at +1-510-455-4384, Skype me, follow @skypejournal and @Phil Wolff.
Visit our Skype Journal private roundtable, one of the longest running public Skype chats.

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Wednesday, July 29, 2009

Skype for Windows 4.1.0.141 (hotfix)

Upgrade Skype Now - image

Download the latest bugfixes.

Open issue: "When upgrading Skype, and installing the Skype plugin for Firefox, users may experience a crash in Firefox if it is running during the upgrade. Close Firefox before attempting to install Skype."

correction: it's 141, not 136

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Call me at +1-510-455-4384, Skype me, follow @skypejournal and @Phil Wolff.
Visit our Skype Journal private roundtable, one of the longest running public Skype chats.

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Monday, July 27, 2009

Add Directory: A Thing I Really Want from Skype for Business

Intranet and Extranet Directory Service.

I love that Skype lets me import my Google and Outlook contacts (at least those with phone numbers). That's not enough.

In the world of work I need to see my company's phone book. Not a snapshot, imported months ago, but the latest version.

  • Add directory. Let me add my company directory to my contacts by reference. So I'm always looking at the latest version. This also relieves me from adding all three million people who work for my organization one at a time. Or keeping up with all the adds, moves, and changes.
  • Add another directory. Frankly, I really want to be able to add "white page" and "yellow page" directories from partner, supplier, and customer organizations. At the same time.
  • Find people. Let me search my company directory using the same search I use for the Skype network. It would be nice if I could restrict searches to specific directories.
  • Departments as "contact categories." Many of us live in a world of hierarchy, orgcharts, and cost centers (centres). How about treating department names as tags? So it's easier to find co-workers and their colleagues?
  • Autopopulate profiles. Company directory services are rich with descriptive information. Show it.

This is useful stuff.

So much easier to set up multichats and conference calls without leaving Skype to find all the details.

You can easily see staffing companies like Monster offer private directories of job applicants to a specific job. Or project management software sharing a directory of people assigned to a project.

You'll have to work out de-duplication, lifecycle events, authenticating against LDAP, facebook API, and other directory service protocols. But it's doable. This could convince workers to keep Skype up and connected all day.

 

See also:

 

Skype is a productivity and collaboration tool, well suited for the workplace. Millions of people use Skype at work. Skype for Business is a Skype team and product family serving small and large organizations.

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Thursday, July 23, 2009

Skype Journal Glossary: Blocking

Blocking. Intentionally stopping Skype from working over a network.

Countries, internet service providers, and companies have blocked Skype. How do you block Skype?

  1. At the edge, keep Skype clients limited or turned off through contracts or other controls. For example, AT&T Mobility forbids the use of Skype over its US cellular network. Some financial service enterprises forbid Skype as part of internal security measures.
  2. In transit, make Skype ineffective by detecting Skype traffic on a network and slowing or stopping that traffic. You can buy software like NarusInsight to throttle or block Skype traffic.
  3. Block the mothership, cut off Skype clients from Skype.com so they no longer download software updates, get help, manage accounts, or buy Skype credits. Etisalat, the UAE’s national ISP, blocks access to Skype.com. Many of the same tools used for censorship and for network operations and administration can also be used to block access to Skype.com or to block Skype traffic.
  4. Last, governments can use market forces to restrict Internet access in general through pricing and taxes. Jeff Jarvis hears a rumorWhen communicating over the Internet becomes a "sin", you apply a "sin tax" to reduce "bad" behavior. This is unconfirmed.

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Wednesday, July 22, 2009

Skype sets new performance records, preserves margins in 2009q2

eBay reports $170 million Skype revenue for the quarter, 25% year over year growth. 20% of revenue was from the USA (green line below). Management kept margins stable at 23.6% (the big purple line below).

2009q2 Skype revenue and margin

8.4% of all revenue ($14.3 million) is from marketing services and other revenues. These include licensing Skype's brand for Skype Certified products, certification fees, and Skype Prime fees.

+37.3 million new accounts, 414k daily (the red line below). This brings Skype to 480.5 million cumulative accounts. The adoption rate fell slightly this quarter.

2009q2 Skype revenues and new accounts

25.5 billion Skype-to-Skype minutes served in Q2 (blue line), 3.0 billion Skype-to-PSTN minutes (red line). Is the rate of growth slowing or is it just seasonality?

2009q2 Skype billions of minutes served

This puts Skype's freemium rate at 8.5 (8.5 free minutes for every paid minute). Still within Skype's historical range and very low (lower is better) compared to other services. Some companies have freemium rates around 20-1 or 50-to-1. The curvy line below is Skype's freemium rate over time.

2009q2 Skype freemium rate

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Reminder: eBay 2009q2 Earnings Call Wednesday PM Pacific

Wednesday, 22 July 2009, 2:00 PM Pacific (in your time zone).

Will Skype and PayPal still be growing strong? Has the Great Recession driven value-seeking customers to Skype? How is that affecting Skype's freemium rate? Will eBay disclose new metrics of Skype's performance prior to selling Skype shares?

Join the Skype Journal Investor Forum (Capacity: 150 analysts and investors) for a little backchannel discussion during the call.

eBay follows the NASDAQ

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Skype for Mac 2.8 is out of Beta

apple logo black on transparentDownload Skype for Mac 2.8 (OS X. 2.8.0.659). Release notes (pdf).Discuss in the Skype Mac OS X Forums or report bugs and other issues. No major changes from the beta releases.

New features since 2.7: screen sharing (treats your screen as a webcam for a Skype video call), the SILK codec (better sound quality, less bandwidth, more reliable). Mac-only features: "Skype Access - Beta" (Pay for Boingo Wi-Fi by the minute with Skype credits at $11/hour); Sort and prioritize chats in the drawer; Show buddy mood messages in chat; add notes to contacts.

Elsewhere:

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Call me at +1-510-455-4384, Skype me, follow @skypejournal and @Phil Wolff.
Visit our Skype Journal private roundtable, one of the longest running public Skype chats.

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Tuesday, July 21, 2009

Why Skype doesn't offer phone support

"What's the phone number for Skype customer service?" is the most common question I've been asked this year. 

There isn't one. All support is provided through Skype.com.

Why not let customers call?

The back of the napkin arithmetic is simple.

  • 100 Skype customer support representatives (roughly) serve 400,000,000 user accounts (roughly). So each rep has about four million customers.
  • Let's suppose Skype has the happiest customers on earth. In any given year, 99 out of 100 don't have any problems with recovering passwords, payments, fraud, harassment, hardware, networking, or anything at all.
  • That leaves one percent of account-holders per year with a problem. One percent of 400 million is 4 million accounts with a problem sometime in the year. Let's assume all the problems take the same effort/time and that they arrive smoothly throughout the year; so no need to allow for demand spikes.
  • If 1% of customers have one customer service issue per year (a low, conservative guess), then each rep works 40,000 issues each year.
  • That's about 160 issues per day (assuming fifty weeks of work, no holidays), or 27 issues per working hour. At six hours worked per day, that's about 2.3 minutes to solve a customer's problem; 135 seconds.

Voice calls in call centers don't work at this scale with these resources.

So what does Skype do?

  • Avoid problems. An ounce of prevention is worth millions in call center operations.
    • Design your software and web site to minimize customer issues. 
    • Improve self service. Help customers help themselves through help pages.
    • Help customers help each other. Skype's forums are very active.
  • Efficiently solve customer problems.
    • Text takes less time and effort than voice or video.
    • Asynchronous text takes less time than interactive chat. No hold times or waiting times.
    • Structured, templated complaints find their ways to the right people more often and trigger appropriate scripts for the reps.
  • Tiered support.
    • Registered developers and enterprise customers can purchase priority engineering support from Skype.
    • How much would you pay per user account per month for a Skype customer service rep to pick up the phone (or Skype) when you ring?
  • Add resources smartly.

Demand for support will grow. Skype's user base continues to grow with millions of new customers every month. Skype opens up platforms, runs on more kinds of devices and computers, as Skype operates in more countries with many languages and cultural views. Demand for support will grow in volume, intensity, and variety.

The pre-IPO stakes are high. Skype wants to avoid customer dissatisfaction breeding more class action lawsuits, like the class filed in December 2008 on behalf of Washington State Skype users.

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Call me at +1-510-455-4384, Skype me, follow @skypejournal and @Phil Wolff.
Visit our Skype Journal private roundtable, one of the longest running public Skype chats.

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Monday, July 20, 2009

Skype store sells third-party software

Category > ExtrasFour companies now sell their software in the US and UK Skype stores. All are Skype Certified and three have been Skype partners for years. Skype operates stores for many markets. 13 Skype "Extras" are available in all thirty of Skype's English language stores (Australia, Belarus, Canada, Croatia, Cyprus, Czech Republic, Egypt, Estonia, Finland, Greece, Hong Kong, Hungary, India, Indonesia, Ireland, Latvia, Lithuania, Malaysia, New Zealand, Oman, PhilippinesQatar, Serbia, Saudi Arabia, Singapore, Slovenia, South Africa, UAE, United Kingdom, United States).

Many of these stores aren't localized beyond currency and payment, operating in English instead of Eesti, Chinese, and the other languages people use. For now, UK and US customers are shopping in Euros instead of Pounds or dollars. US customers also pay UK value added taxes.

This is a bare bones start, but an important one. Skype is preparing to build a platform for programmers. An "app store" helps partners make money from their investment in your platform.

The "extras" department isn't seeing much traffic yet according to publishers. When it does, this distribution channel could encourage hundreds of existing developers to invest in Skype certification.

The first products in the store:

Company Product Description Price
Cucku Cucku Backup Free remote backup to friends, family or a second PC. Freeware
Scendix Software Pamela Call Recorder Pamela Call Recorder, play cool sounds and auto Chat Reply. €17.79 incl. VAT
Scendix Software Pamela for Skype - Business Edition Includes easy integration with MS Outlook as well as call recording and other great features. €29.95 plus VAT
Scendix Software Pamela for Skype - Professional Edition Pamela Professional allows you to record Skype calls of any duration as well other great features. €19.95 plus VAT
Scendix Software Pamela for Skype - Standard Edition Pamela allows you to record Skype calls. €12.95 plus VAT
Scendix Software Pamela mcePhone for Skype mcePhone for Skype allows you to seamlessly integrate Skype and Pamela in Windows Media Center 2005 and Vista. €17.79 incl. VAT
Scendix Software Pamela Rich Mood Editor Create cool HTML formatted Skype Mood Messages Freeware
Scendix Software PamFax for Skype (Mac) Send faxes to any fax number in the world. FREE (pay per page)
PrettyMay Team PrettyMay Call Center for Skype - Standard version Skype PBX Phone System for Small Business. $200 incl. VAT
PrettyMay Team PrettyMay Call Recorder for Skype - Basic version Record Skype calls FREE within 15 minutes. Freeware
PrettyMay Team PrettyMay Call Recorder for Skype - Business version Record Skype Calls, Store voicemails, auto answering. $29.95 incl. VAT
PrettyMay Team PrettyMay Call Recorder for Skype - Pro version Record Skype Calls, Store voicemails, auto answering. $24.95 incl. VAT
Netralia Pty Ltd Skylook - make more of MS Outlook with Skype Recording contacts office outlook calling. €99.95 incl. VAT

CORRECTION: The Pamela and PamFax software products are from Scendix Software, not PamConsult, their professional service firm.

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Tuesday, July 7, 2009

Ever Fresh: a data portability approach

Caveat Lector: this is a rough draft of my thinking on what a Portability EULA/TOS should say/do/include. Please comment. – Phil

Everfresh

"Hey, hey, hey, hey-now. Don't be mean; we don't have to be mean, cuz, remember, no matter where you go, there you are."

 Buckaroo Banzai from The Adventures of Buckaroo Banzai
Across the 8th Dimension (1984)

So you start your data portability relationship with Open Arms, end it with a Graceful Exit. What happens in between? What are our portability concerns during our relationship?

Ever Fresh is a combination of policy and technology.

The policy says:

We will consume and share your onlife with other services. So everywhere you go, you have all of yourself, as appropriate. As we change, we'll let you know.

Breaking it down...

We will consume and share. "Consuming" is a software syndication term. It brings data by/about/for you into a system. Sharing flips the direction, data by/about/for you moving out of the system. Synchronization systems (sync or synch for short) compare the data they have with data others have, find the "best" version of that data, and update each other.  Synch services keep your experiences up-to-date using the freshest, most trusted versions of your data.

Your onlife. Shorthand for everything digital created by your behavior. Your IDs, your profiles, your stuff (like photos and messages), and collective works you've created with others (like annotated photos or a wiki page).

Your onlife isn't just what happens at one web site. It's what happens with your mobile phone. It's your email, your browsing, the documents you create, the videos you shoot, the IMs and texts you send. It's you and your stuff and the stuff you make with others.

Other services. Here we come to portability. This site, the one with the portability policy, will consume and share your onlife (data you make explicitly, data you make with others, data others make about you) with other services.

  • Enumeration. Which ones? Is this site going to disclose to you a list of those sites before sharing? After the fact? When will they get your permission and when won't they?
  • Transitivity. Will they agree to these same portability and privacy terms of service?
  • Jurisdiction. Are they covered by the same laws as you and this site?
  • Agency for Enforcement. What steps will this site take with partners to enforce side agreements? Will they always act on your behalf? When won't they? 
  • Remedies for Breaches. What steps will this site take on your behalf to fix breaches by partners?

Let's look at two examples of data  passed through a third party.

Case 1:everfresh-flickr-moo-x Flickr, part of a US company, shares your photos with Moo, a UK company, so Moo can print your flickr photos on business cards. Moo, in turn, shares your home address with several shipping companies.

  • What should your Portability Policy say about this?
  • What should Flickr demand of Moo on your behalf?
  • What information should Moo require of Flickr before or upon receipt of your data? How would Moo know Flickr had done a complete and thorough job? What risks does Moo
  • What should Flickr demand Moo demand the shipping companies do with your data, especially when Flickr may not know anything about Moo's other partners  (printing in Mexico for Canadian customers)?

Case 2:everfresh-skype-myspace-x Skype, a Luxembourg subsidiary of a US company, partners with MySpace, a US subsidiary of a company, to integrate MySpaceIM instant messaging and voice calling with Skype's instant messaging and voice calling. Skype shares personal profiles with another company for directory services, including my birthdate and where I live. Skype is sharing my IP address to help connect calls and status updates.

My email address and birth date are sensitive data, useful in identity theft. So I have a stake in knowing with whom and where Skype shares that data.

Everywhere you go. Dataportability is device, connection, and location agnostic. This service's portability of your stuff should apply to all the sites, software, and devices you use. You may have web browsers on multiple computers and your phone. You may talk on your mobile, your desk phone, your MySpace IM or your Skype. Your experience should be seamless across systems. When this service is unable or unwilling to port your data, they should say so and say why.

All of yourself. It's tough being incomplete. So where you produce data, we'll manage as much as we can.

  • Your browser or operating system could make your bookmarks, browsing history, saved passwords and tabs available across devices.
  • Your communication tools could share your address book, contacts, conversation history, contact groupings and metadata, things shared.
  • Your medical services could assure your records of care, diagnosis, treatment, prescriptions, imaging are available where, when and as you need them.

As appropriate. You are too much for any one site. So, while a site may agree to take and share "all of you," it wont' know what to do with everything outside its scope. Photo comments on flickr aren't the same as your restaurant reviews on Yelp. While Monster might build a team-job search for you using some of your LinkedIn friends, Monster doesn't need your IMDB movie ratings. So sites will take what they can use on your behalf and ignore the rest.

As we change. We change our policies and behavior all the time. We modify our terms of service, our license agreement with you, our privacy policies, agreements with third-party developers who may have access to data by/about/for your, and this portability policy. These contract revisions, these changes in what we promise and what we expect, adapt us to changing situations. We acknowledge your stake in those changes.

We'll let you know. Since you have a stake, we'll give you meaningful notice of changes, notify you through the channels you prefer, help you separate changes with small impact from those with large ones, and ask you to opt-in when the changes are substantial.

Ever Fresh: We will consume and share your onlife with other services. So everywhere you go, you have all of yourself, as appropriate. As we change, we'll let you know.

See also:

Original photo credit: backpackphotography. Photoshopped version.

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Call me at +1-510-455-4384, Skype me, follow @skypejournal and @Phil Wolff.
Visit our Skype Journal private roundtable, one of the longest running public Skype chats.

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Monday, July 6, 2009

NYC 311 hypes Skype, barely supports it

Skype 311 - faux logoNew York City Mayor Michael Bloomberg announced (video Skyping in from City Hall) five technology initiatives last week at the Personal Democracy Forum Conference. In one of the initiatives, The City's 311 non-emergency service gets a Skype account. From the news release: "Through Skype – a software application that enables calls to be made over the Internet – people from around the world will be able to call 311 for free." A little press for Skype, a little co-branding for His Honor.

They've registered the NYC311 account (Skype names must now start with a letter and passwords must be strong). When I called the account with Skype, my call was forwarded to the 311 call center.

nyc311at089Sadly, there's not much substance behind the claim.

  • Nobody will answer if you befriend that account in Skype.
  • Nobody will answer if you chat with that account in Skype. 311 doesn't serve citizens through IM.
  • Nobody will receive files you send through Skype.
  • There aren't any links to Skype on NYC.gov.
  • Because nobody is running a Skype client with the NYC311 account, NYC shows as offline (meaning don't bother calling).  My status

With this NYC311  link, I've just climbed higher up the Site Skypification Maturity Model than the City of New York.  

Here's what I mean.

    Skype Journal Site Skypification Maturity Model

    Level 0: None
    What's Skype?

    Level 1: Static
    Storing Skype names and Skype-linking Phone Numbers

    Storing and linking people’s Skype names is one part. The other is to offer SkypeOut links for PSTN phone numbers.

    Tech: Skype’s “skype:” html protocol to launch Skype from a browser link.

    Level 2: Dynamic
    Integrating Skype Presence

    Is this person available for a call now? You can show a person’s Skype presence in a web page.

    You can also use presence information to inform other site behavior. For example, you might aggregate presence data for a team to create collective presence scores.

    Tech: Polling Skype’s web presence services

    Level 3: Peering
    Syncing Skype Profile, Social Graph, and History Data

    Skype clients are information rich. You can use that data to enrich profiles, enhance your site’s social graph (who knows whom, how, and how they interact), collect communication histories (who talked to whom, when, for how long), and import chat archives.

    You can keep your site's data synced with Skype's by refreshing active connections with your Skype client.

    Tech: Using Skype’s client APIs to log in on behalf of a user. With that access you can both read and write to the client, and trigger conversations. At large scale, you will need to operate a Skype client farm.

    Level 4: Transactional
    Integrating Skype Business/Commerce Services

    Skype offers some access to its payment services. PamFax is an example of this, where customers pay with Skype credits for sent faxes.

    Tech: Skype publishing and DRM client and web service APIs.

Mayor Bloomberg: Skype 311
The nyc311 Skype profile,
without avatar.

Call center services like OnState build in much of that functionality at no extra cost.

Skype looks like an alternate phone number, as far as New York's 311 service is concerned. Old school telephony without any Web 2.0 sophistication, effort, or benefits.

Skypeland hasn't noticed. "Over the past four days we’ve spent about $1 in total for call forwarding, including the cost incurred for multiple test calls" said a DoITT spokesperson. That's about 15 minutes of calls per day. Including my eleven and a half minutes getting referred to DoITT for questions.  

311 is an amazing step forward in eGovernment. 18 million calls come in each year (and growing) and caller satisfaction rates are high. 311 resolves 4 out of 5 calls without a transfer. They make it easier for citizens to put their city government to work on problems large and small.

I'm an émigré from New York, formerly of the 50th Street Station neighborhood, now gentrified beyond recognition. I'm always pleased to see the City breathe in new ideas and chew on them. Let's check in a year from now and see if skype:nyc311 earns traction.

See also:

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letter: Skype customer service is faceless

Guest post by Christopher Buttner,  President, PRThatRocks.com, a San Francisco Bay Area entertainment PR agency. Christopher, uses Skype at work. 

Good Afternoon,

First, I am shocked and appalled that, regardless of how many support tickets I submit to Skype, I never get a reply from anyone at Skype regarding any of my ongoing issues, and there are many. Voice mails are not being saved and downloaded to my computer. Once they are played, they disappear and I have no record of them anywhere on my hard drive.

Additionally, after setting up SMS messaging for my cell phone, so I can be notified that I have Skype voice mail messages waiting for me, I never get the text messages to my phone. I have issued countless requests to have this matter resolved, I was promised it would take less than 24-hours and I am still NOT getting SMS messages. Skype is plagued with countless technical issues and a staff that ignores all support requests.

Skype is a parody of what people hate about big, faceless technology companies that won't publish a corporate address or technical support telephone number. This is a crime and a waste of money. I need some answers.

Christopher Buttner, 33 Martin Drive, Novato, CA 94949 
tel: 415-233-7350 cell: 415-302-0839 email: chris@prthatrocks.com 

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Call me at +1-510-455-4384, Skype me, follow @skypejournal and @Phil Wolff.
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Wednesday, July 1, 2009

Weekly reading

Using Skype

Using Skype for Pain Management and Treatment of Chronic Pain. A hands-off therapy works just fine via Skype webcam. Alternative Health Journal.

50 Awesome Ways to Use Skype in the Classroom. It's an awesome list by/for teachers. Teaching Degree.org blog.

Soldiers head to war, Skype their mothers. "I'll Skype as much as I can. But Mom would like me to call every day, all day long, Skype every day, all day long. It doesn't exactly work that way," joked SPC Forney. Capital News 9, Albany, New York.

The World Mind Network advocates Skyping to improve the world. One conversation at a time.

Paris rolls out free Wi-Fi hotspots. The better to Skype with coffee. Click here to find the free hot spots in Paris.

Too Much Information.

"Skype or not to Skype, that is the question. But answering it invokes a larger conundrum: how to perform triage on the communication technologies that seem to multiply like Tribbles — instant messaging, texting, cellphones, softphones, iChat, Facebook, MySpace, Twitter; how to distinguish among those that will truly enhance intimacy, those that result in T.M.I. and those that, though pitching greater connectedness, in fact further disconnect us from the people we love." New York Times Magazine.

Our community

startingacabalCall for Papers: Digital ID World, September 2009, Las Vegas.

My rambunctious Call for Speakers at the Emerging Communications Amsterdam to be bold and visionary. 

Congratulations to Ken Camp, communications community leader extraordinaire and a heckofa nice guy, for joining the eComm team.

Charge for online news like SkypeOut does for calls: simple, prepaid, microcharges, no risk. So says James Fallows to Atlantic Monthly.

VoSKY PBX-Skype gateways are certified for Mitel PBX switches. Skype trunking to cut costs. This increases VoSKY's distribution.

Live Web, Real Time . . . Call It What You Will, It’s Gonna Take A While To Get It. Mary Hodder calls for better discovery and effective filters in live search. Mary's one of the early social media thought leaders and a pioneer in real time search.

Jajah connected its 1,000,000,000th call. Billionth. Jajah powers the voice parts of services like Yahoo! Voice, eHarmony, Jangl, Plaxo, Joyent, Callwave, Bitwine, iotum and Chumby. Just think: Skype walked away from this business two years' ago.

The Nokia N97 showed up in US stores last week. Did you find Skype preinstalled? Anyone? Anyone? Not due until Q3, but we can hope.

Skype seems to be running OK in Iran, assuming you can get online.

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Call me at +1-510-455-4384, Skype me, follow @skypejournal and @Phil Wolff.
Visit our Skype Journal private roundtable, one of the longest running public Skype chats.

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Download Skype for Windows 4.1 Gold

Download Skype for Windows 4.1.0.136. File size 22 MB. Official release. Release date: June 30, 2009. File name: SkypeSetup.exe. No features added from the 4.1 beta, launched a month ago, but it fixes bugs.

Dan York takes aim at Skype's product staging:

Skype's continued belief in a fragmented, fractured, siloed platform-specific product strategy is still a path of monumental stupidity, in my opinion. I've ranted about this before. It's still the same.

In contrast, Mozilla comes out with Firefox 3.5 on the same day across all three operating systems. For any given Firefox release, there is tons of attention and interest because everyone can download, try it out, write about it, tweet about it and generally use it. There's a good buzz that can happen.

tags: , , ,

Call me at +1-510-455-4384, Skype me, follow @skypejournal and @Phil Wolff.
Visit our Skype Journal private roundtable, one of the longest running public Skype chats.

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