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Just because we can doesn’t mean we should

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Sometimes the latest and greatest may not be the greatest for you.  As DSI/ITI's software architect, I am faced with technology driven decisions on a daily basis.  Often I receive emails from our other software engineers suggesting a new product, or new technology that we should use in our application.  Sometimes these suggestions even come in the form of sales pitches from other vendors that want us to use their technology instead of their competitor's technology.  Sometimes it makes sense to use the latest and greatest product or technique in our applications, but many times I have to stand my ground and explain why it is a better idea to use a tried and proven or more universally accepted method or technology instead.  And I will tell you, that can be hard!

As a guy who loves technology, I love the opportunity to play with the latest and greatest stuff in the software world.  There are technologies to improve your quality, improve your speed, improve your time to market, reduce development time, and on and on.  Many times, there are things that have no direct bearing on the customers, such as the particular way we write the code.  I think there is something in the genes of a software engineer that wants us to use these new cool things.

But, here is the kicker.  We are software engineers, not people who are hired to play with new gadgets or write something just because it is cool.  We are here to build software to serve our customers.  Sometimes these two things coincide and sometimes they do not.  It is far too easy to lose sight of what we are supposed to do. 

So, let me ask these questions of my readers in the corrections realm:

What, as software engineers, are we not understanding? 

Is there some aspect to our products that, while it may meet some technical goal, falls short of what you expect? 

On the flip-side, are there any areas where we've been too conservative? 

Is there anywhere we could have used a new product, but didn't and your experience as a customer has suffered?

I'd love to hear your comments on the subject, so use the "Click here to read/write comments" button and leave your thoughts. 

Comments

If you and your company are so technologically savvy why is it I can't find a single email address to your customer service on your entire site and when I call your land line all I get is busy signals or computers telling me to call back later??? 
Posted @ Tuesday, July 21, 2009 9:57 PM by Robert Smitherman
Posted @ Tuesday, July 21, 2009 9:59 PM by Robert Smitherman
Mr. Smitherman – 
 
Good afternoon! I recently received an email with your comment posting and wanted to take a brief moment to try and address your concerns. First, allow me to begin by apologizing for you not being able to reach one of our customer service representatives by phone. At certain points throughout the day we experience higher than normal call volumes and are currently working to alleviate this issue. One of the ways that we have created to combat our high call volumes is to allow friends and family members to create an account online. You may visit www.offenderconnect.com, 24 hours a day, 7 days a week, to easily create a new account. You can utilize that account to place money onto your loved ones ITI phone account or onto their commissary account. 
 
If opening a new account or managing an existing account was not the problem that you were having, please visit www.offenderconnect.com and select the Contact Us link in the upper right hand corner. This will give you access to our support email address and to a form that is electronically submitted to one of our helpful customer service representatives. Your question or concern will be addressed within one business day of submitting your inquiry. Our call center is open Monday through Friday from 8:00 am to 6:00 pm EST.  
 
I hope that I have been able to address all of your concerns. If you should need anything further, please do not hesitate to contact us via www.offenderconnect.com or at 1.814.949.3303 or by email at support@OffenderConnect.com. Thank you! 
 
-Thomas Brence 
 
Director of Marketing
Posted @ Wednesday, July 22, 2009 3:22 PM by Thomas Brence
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