Showing posts with label #socialhousing. Show all posts
Showing posts with label #socialhousing. Show all posts

Friday, 4 September 2020

Mantra

If you do the Twitter thing, follow me at @HousingITguy
or LinkedIn here https://uk.linkedin.com/in/tonysmiththathousingitguy

Here’s a thing.

In the social housing sector we have a recent mantra around that whole digital thing. If I had £50 for every time I have sat through a demo telling me that I can do something digitally for pennies, that in the real world for shed loads of cash, I could perhaps retire right now. That’s for real too.

It comes with a caveat, that I always trot out, as you have to. That is, its only pence if you have that significant footfall, to make it work. Get the traction, its pence, fail and its cheaper to do it in the real world.

Now the last six months of Covid19 have been transformative. More I personally think, than the last 6 years. I really do. We have discovered we can pretty adequately (& actually excel in many cases), work from home, be more productive and get much more done, around all our home commitments too. We are welcoming not having to put up with all those physical things, like the early morning or evening commute, rushing through a ‘meal-deal’ lunch, or standing on a train for over an hour every day.

Not withstanding friends I know with a few mental health considerations (I understand), such a number of people I know, have embraced working digitally, I guess from here on would like more of it. So we are bought into all of this stuff now. As are residents, more than before. They want good service with less personal contact more now, than ever.

With everything all good, how would one undertake a re-run of the biggest celebration of the socialhousing sector, that usually occurs summer late June in Manchester (one of the greatest cities to hold such a reoccurring event, you would totally expect me to say…)? Digitally of course, which is how its going ahead.

Now, I’m not one of those people who may have taken a stand at Manchester Central, although I was back in 2010/11, when I was a supplier (on the mythical dark side). I remember grabbing a ‘last knockings’ stand for £1,500, plus £1,250 for electrics and lighting etc. I also remember that senior management conversation about “what will the return be on that”? For some exhibitions, that often created some debate. It resulted in a few exhibitions being turned down.

Anyway fast forward to September 2020, and the Housing 2020, the virtual festival, 7-11th Sep. https://cihhousing.com/virtual-festival

Considering the economies of undertaking this event in a digital way (as is the post-Covid19 fashion), as an optimist, I would expect this could be the biggest ever. We could make the best of the tech, double or more the attendance potentially.

Instead, I am dismayed speaking to many, would be attendees and exhibitors, who have said to me, “well we can’t really justify it”. Contacts have told me that they are being offered virtual pitches at £5k and above. How does that even make sense, unless some rampant profiteering is at work? Presumably Ocean Media had insurance, that paid out to cover the hire of Manchester Central. Maybe not. Those costs surely don’t need to be passed on to virtual attendees, 3 months later?

That has surely put a lot of suppliers off. While Ocean media think this may be ‘One year only’, I suspect realistically we may be some way off shaking Covid19 off. In the same way that ‘Pret’ are finding city/town centres are not the honeypots they once were, conferences may need to find a new normal. People already are exploring much more economic alternatives. I am a big fan of Ocean Media, I wouldn’t celebrate them becoming the new Kodak, but they like other conference organisers need to find their realistic new normal.

If conferences want to stay relevant and profitable, perhaps some rethink is necessary. We can have fantastic virtual conferences, with many more attendees than before, all contributing, also with a great mix of suppliers, that see their reasoning for being there too. With no costs for physical space, hotels, security, staff to organise, prawn sandwiches and buffet food etc, I am wrong in thinking that prices should be much lower for exhibiters and attendees too, in the virtual world, not higher?

I would be interested in hearing comments on these thoughts.


Related Post: Why are some implementers incentivised to fail? 


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I would be pleased to connect with you on LinkedIn - http://uk.linkedin.com/in/tonysmiththathousingitguy Message me with any issues or queries, you would like to be explored in this blog. We generally receive a couple of suggestions each month.

Mantra - Dave Grohl, Josh Homme, Trent ReznorMantra - Dave Grohl, Josh Homme, Trent Reznor.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009


Access a quick list of our Social Housing ICT blog posts here

Could we help you or your organisation? Our contact details are here , get in touch we will be pleased to chat about your problems and help with your organisation issues.


File Under: #HomesForBritain,#HousingDAY,#InternetOfTenants,#Shout,#UKHousing, 07854655009, 1st Touch,1stTouch,360,365Agile,3squared,4Js, ACL,ALMO,AMS,AX,Aareon,Abritas,Academy,Accuserv,Accuserve,Active Housing,ActiveH,ActiveHousing,Acutence,Advanced,Agile,Agile365,AirWatch,Alfresco,Alignment,Allpay,Amazon Web Services,Anite,Apex,App,ArchHouse,Archouse,Asprey e-state pro,Asset Management,Associates,Aurora,Average IT Costs,AWI SX Integration Toolkit,AWS, BI,BO,BPR,BancTec,BigChange,Blockwise,BluTek,Bluebox,Blueprint,Browser Applications,Business Objects,Business Planning,Business Process Review,Business social networking, CACI,Capita One Housing,CBL,CCS IT Keystone CCSIT,CEDRM,CHICS,CHR,CIH,CMS,COA,CORE,CPL,CRM,CRM2013,CRS,CTI,CTX,Cadcorp,Capita,CapitaOne,Capita One,Capital Management,Cashflow,Castle,Castleton,Castleton Technology,Cedar Open Accounts,Cerrus,Change,Charges,Chartered Institute Of Housing,Cheaper Housing IT,Chics, Citrix,Civica,Civica CTX,Civica Cx,Civica Genero,Civica 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Wednesday, 19 February 2020

After The ‘Gramme

If you do the Twitter thing, follow me at @HousingITguy
or LinkedIn here https://uk.linkedin.com/in/tonysmiththathousingitguy


Where have we got to?

We take way more photos than ever before and we print fewer than we ever did, than when those yellow Kodak envelopes used to come back for you at the chemist, often with those sarcastic stickers; ‘Stand further away from subject’, ‘Should’ve used flash’ or ‘Finger of body part obscured lens’.

But we all have the tech now built into our smartphones. How could we go wrong when we snap, snap again and rush that pic of your dinner onto Insta?

Fact is, we may all ‘be photographers now’, but most of us are pretty poor at it. I have a City & Guilds in photography and an LRPS, so I feel I have got a right to say that. To declare an interest, I share plenty of real ale and tasty food pix myself on social media too, as many of you know.

Many people I know go to great lengths to get that perfect picture, maybe taking a hundred very similar ones, before choosing frame 152 to post. Even then, makeup might be perfect, composition somewhat less so. After all, politicians tell us ‘we have had enough of experts’, so why not let amateurs have a go?


I often see amateurs being let loose, to promote socialhousing voids, on Common Housing Registers, through the medium of photography. In a lot of those shots I have wondered if they were trying to sign up someone to the wheelie bins, in the foreground, or in fact which bungalow is up for rent? Just because Maria from the lettings team can snap a great selfie with her ‘sex on the beach’, does not qualify her to tackle something that might lengthen the time it takes to match applicants for a property.

I am not advocating housing associations, councils & ALMOs rush to get experts in, maybe that they just take on some good photographic advice & tips. Surprisingly, I was asked if I would help an asset & lettings team with this, for an afternoon, just a few months ago. We started with a visit to a nearby national chain estate agents window, to get a feel for what the commercial world does.

All with smartphones, we moved on to basic composition, framing, checking the corners of the frame for ‘unwanted objects’, how to concentrate on the subjects we were interested in and use of perspective, to guide the viewer in from the left. (Asian and middle eastern readers may want to be guided in from the right – OBVs!). We also covered how older cameras, without GPS can have images easily geotagged, saving time & effort later.

This has made a significant difference to the number of matches and offers they receive on voids. Also the assets team are being more targeted when they survey stock, in how images are collated. Amazing the difference a few small pointers make. I would guess their Facebook and Instagram image compositions may have improved a little too.   

Related Post: When you have software demos, how tailored to you can that sales team make it?
 

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I would be pleased to connect with you on LinkedIn - http://uk.linkedin.com/in/tonysmiththathousingitguy Message me with any issues or queries, you would like to be explored in this blog. We generally receive a couple of suggestions each month.

The Fall – After The GrammeThe Fall – After The Gramme.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009


Access a quick list of our Social Housing ICT blog posts here

Could we help you or your organisation? Our contact details are here , get in touch we will be pleased to chat about your problems and help with your organisation issues.

File Under: #HomesForBritain,#HousingDAY,#InternetOfTenants,#Shout,#UKHousing, 07854655009, 1st Touch,1stTouch,360,365Agile,3squared,4Js, ACL,ALMO,AMS,AX,Aareon,Abritas,Academy,Accuserv,Accuserve,Active Housing,ActiveH,ActiveHousing,Acutence,Advanced,Agile,Agile365,AirWatch,Alignment,Allpay,Amazon Web Services,Anite,Apex,App,ArchHouse,Archouse,Asprey e-state pro,Asset Management,Associates,Aurora,Average IT Costs,AWI SX Integration Toolkit,AWS, BI,BO,BPR,BancTec,BigChange,Blockwise,BluTek,Bluebox,Blueprint,Browser Applications,Business Objects,Business Planning,Business Process Review,Business social networking, CACI,Capita One Housing,CBL,CCS IT Keystone CCSIT,CHICS,CHR,CIH,CMS,COA,CORE,CPL,CRM,CRM2013,CRS,CTI,CTX,Cadcorp,Capita,CapitaOne,Capita One,Capital Management,Cashflow,Castle,Castleton,Castleton Technology,Cedar Open Accounts,Cerrus,Change,Charges,Chartered Institute Of Housing,Cheaper Housing IT,Chics, Citrix,Civica,Civica CTX,Civica Cx,Civica Genero,Civica Saffron,Clearview,Clik,Cloud Dialogs,CloudDialogs,Coactiva,Codeman,Comino,Commontime,Community Reward Services,Company,Competitive Dialogue process,Component Accounting,Consilium,Consolidation, Consultancy,Consultant,Consultants,Contact Manager,Context,Contractor Systems,CorVu,Cost Reductions,Covalent,Crystal Reports,Customer Relationship Management,Cx, DRS,Deeplake,Designer Software,Development Systems,Director,Document,Documotive,Dynamic AI,DynamicAI,Dynamics 365, ECMK,EDM,EDRMS,ERP,ESRI,Elmhurst,Enghouse Interactive,England,English,EnterpriseBI,Estatecraft,Etive,Exhibition,Exponential-e, Facebook,Factorwise,Field Service management,Finance,Financial Systems,Financials,Footprint,Forms,Freezes,Fusion, Gas Tag,G-Cloud,GCloud,GDPR,GGP,GIS,GasTag,Genero,GeoSolveIT,Getting best from,GoTonySmith,Grasp,Grip,Group Apex, HFI (Housing Financials interface),HG,HRA,Hardware,Hitachi Systems,Hitex,HomeMaster,Hometeam,HouSys,House,Housemark,Housemark survey,Housing,Housing Contact,Housing Group,Housing Insight,Housing Management,Housing Management Consultant,Housing Partners,Housing Portfolio Management System,Hub Asset Management, Housing Support Pro,HousingIT,HousingSupportPro,HyperOptic, IMS,IT,IT Budget,IT Training,ITIL,Impact Response,In,In4,In4Systems Promaster,InfoBoss,InHouse,InMotion,InMotion2015,InMotion2016,InfoBoss,Infoflow,Information,Information Technology,Information@Work components,Informix,Innovation, Informetis,Inphase,Inside Housing,Insight,Internet Portal,Internetalia,Invu,Ireland,Irish,itLab, Keyfax,Keylogic,Keypera,Keystone,Kirona,Kypera, Landlord,Ledgers,Linkedin,Liquid,Locality,Localz, M3,MAVIS,MD,MDM,MI,MIS,MIS-AMS,MISCS,MRI,MS Dynamics,MS Dynamics CRM2011,MWL,Management,Management Server,Manifest,Measuring,Mebus,Microsoft Dynamics 365,Microsoft dynamics GP 2013,Miracle,MobileIron,Mobysoft,Monopoly board images and pictures,Montal,Mr Void,MriEngage,MrVoid, NDL,NINTEX,NINTEX workflow,NPS,NPS ASSIST,NPS Housing,NPS Job Manager Mobile,NROSH,Natural,Neighbourhoods and Communities,Nintexworkflow,Northgate,Northgate Codeman,Northgate Public Services,Notice, OA,OGC Buying Solutions,OJEU Limits,ORS,Ohms,OmFax,Omniledger,One,OneAdvanced,OneServe,Open source,OpenContractor,OpenHousing,Opti-time,Options,Optitime,Oracle,Orchard,Outsource and outsourcing,OutSystems, PIMMS,PIMSS Data,PM,PRINCE2,Paloma,Pamwin,PanConnect,People Value,Peoplevalue,PfH,Pick,PlanForm,Planned maintenance,Plenfific,Plus,Portfolio Management System,PowerObjects,Pro,Pro-Points,Prodo,Progress,Promaster,Propoints,Proval,Providers,Pyramid, QL,QuantSpark,Qube,QLX,Qlikview,QueryView,Queryview reporting,Quiss, RM865,ROCC,RPs,RSL,Rave,ReAct,Reality,RedkiteCRM,Red Olive,Registered,Registered Social,Rent Increase,RentSense,RentSenseLite,Repairfinder,Reporting,Reports,RobotAutomation,Rocket, Salesforce,Salesforce.Org,SAP,SASSHA,SDM,SHBVN,SM,SOTI,SP,SQL,SQL Open Housing,SQL Reporting,SQL Server,Saffron,Safron,Saturn,Scenario,Scotland,Scots,Scottish,Scout,Sequoa,Serengeti,Serros,Server,Service,Services,Servitor,Sharepoint,Sim,SimPro, Simdel,Simdell,Slash and Burn,Social Housing ICT,Social Housing Software Applications,Social Media,Software,Software solutions,Spotlight Service,Spotlightservice,Star rating,Stores and Stock,Strategic,SunAccounts,Sunguard,Surveys, Swordfish,Sx3,Symatrix Human,System alignment,Systems,Systemwise, T-Files,TEAMS,TED,TFiles,TP Tracker,TSG,Tagish Casework,Tagra,Task,Technologies (India) PVT Limited,Telecetera,Template,Terminal Services,That,Three Star,Today,Tony Smith,Tony Smith That Housing IT Guy,TonySmith that housing IT,TonySmithHou,TonySmithHousing, ,TonySmithHousingITguy,Total,Total Mobile,Totalmobile,Trace,Tribal,Twitter, U2,UC,UK,UK Housing,Ukhousing,UniClass Enterprise,Unidata,United Kingdom,Universal,Universalcredit,Universe,Unrest, Valueworks,Van Stock,Vantage,Vantage Sentinel,Version,Virtualisation,Visualmetrics,Voice,Voice and data,Voluntas, Wales,Welsh,Wheatley,Windows Server,Workflow and,Work Hub,Works Connect, XML,Xen App,XenApp,Xmbrace, ...
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Sunday, 11 December 2016

Big Mouth Strikes Again

If you do the Twitter thing, follow me at @HousingITguy or LinkedIn here https://uk.linkedin.com/in/tonysmiththathousingitguy


Who could have missed 'The Donalds' use of Twitter, to enact international diplomacy last week?

Now it's a different way of dealing with the Chinese and many others around the world. a little perplexing, particularly as Twitter is banned in that country. How do you deal with that, if that actual news is blocked?


We might be in the new era of megaphone diplomacy, and social media is increasingly becoming that conduit for it.

There cannot be many people who have not tried to complain on Twitter, I know I have with various degrees of success. Of course, many people use the wrong channels at the wrong time and Twitter can be one of them. There is a lesson there for us all, particularly if there are many more things you could have tried prior. You know, like maybe talking to someone or logging a fault. Also, in case you have not noticed, a Twitter account with 25 followers, will always receive far less of a rapid response, than someone with 12,500 followers.

Now, as you maybe aware at @HousingITguy, I have getting on for 17,000 followers. So you can guess on the sparingly infrequent occasions, when I have vented my spleen, I have had a fairly quick response. Spooky eh? A single tweet of mine can easily have several thousand interactions in well under an hour. As Winston Churchill once said, " A lie gets halfway around the world before the truth has a chance to get its pants on". Twitter and Facebook are becoming places where 'post truth' news (or half news) is taking hold. we are in strange times.

Some people are looking to have a full conversation on Twitter or social media, replacing a more conventional phone call or other interaction. Here's one I came across, just today


 



Now the above is perhaps what we could call, 'product or service queries'. However, It can be quite disconcerting and damaging, if our customers are expressing opinions, true or not so, about us online. How can we manage that?

Its often fallen to the 'Comms Team' to be in charge of social media, sending coherent messages out. But what of incoming ones? The first challenge is detecting these customer interactions, complaints, rants etc. Maybe your comms team are capable of picking these up a few times a day. I would suggest it might have to be your customer services team, who really need to develop the tools to deal with these interactions.

If a customer, resident, tenant etc has a socialmedia account, we need to have a place to record this accurately, in our CRM systems. Tweets and Facebook posts need to be easily captured just like any other customer interaction. Tackling it quickly like that, we can monitor its progress, how we fix that problem, if indeed it's a problem at all. The first step is to direct message the complainant, to turn the social media interaction into something more conventional.

Problems need to be chased down and resolved. Customers need to be reminded what the usual channels of communication are for the issue flagged up. A rash of social media interactions, point to failures in your usual channels and processes. If it were really easy to ask that question or express that opinion in other ways, such as your self-service portal, they would be doing it.

Ask yourself if your IT systems, particularly from your CRM and Housing Management System providers are up to the task. While I hear social media tracking mentioned a lot on 'future roadmaps', I see little of it reaching users. maybe it's time to challenge some suppliers, or find alternative paths to what we need.

Feel free to get in touch, if this is one issue you are seeing more of, or your organisation has put something in place to manage your customers and social media, or not, and how it works for you.   
 
Catch the blog monthly archive at
https://archive.org/details/@housingitguy 


Related Post: Silo Thinking - Is it always a bad thing? 

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I would be pleased to connect with you on LinkedIn - http://uk.linkedin.com/in/tonysmiththathousingitguy Message me with any issues or queries, you would like to be explored in this blog. We generally receive a couple of suggestions each month.

The Smiths - Bigmouth Strikes AgainThe Smiths - Bigmouth Strikes Again.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009


Access a quick list of our Social Housing ICT blog posts here

Could we help you or your organisation? Our contact details are here , get in touch we will be pleased to chat about your problems and help with your organisation issues.

File Under: 360,1stTouch,4Js. , 07854655009 ,365Agile," """" ",,#UKHousing,#HousingDAY, #HomesForBritain,#InternetOfTenants, #Shout,1st Touch,3squared,Accuserv,Acutence,Aareon,Academy,ActiveH,AirWatch,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos, Asprey e-state pro,ActiveHousing,Asset Management,Aurora,Average IT Costs,App,Associates,ACL,Abritas,AMS,AX,aspireview,Agile365, BO,BPR,Browser Applications,Business Objects,Business Planning, Business Process Review,Business social networking, Blockwise, Block wise,BI,BancTec,BluTek,Bluebox, Castle,CBL,Cedar Open Accounts,Cx,Change,Cheaper Housing IT,Chics, CHR,Citrix,Civica,Clearview,CMS , CCS IT Keystone CCSIT,Civica Genero,Contractor Systems,CORE,CorVu,Cost Reductions,Covalent,CRM,Crystal Reports,CTI,CTX,Customer Relationship Management,Cashflow, COA,Coactiva,Codeman,Comino,Competitive Dialogue process,complex IT procurements,Component Accounting, Community Reward Services, Consilium, Consolidation, Consultancy,Consultant,Contact 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tender,OpenHousing,Opti-time,Oracle,Orchard,Optitime DRS,Outsource and outsourcing,OpenContractor,ORS,OneServe, PIMMS Data Systems, Paloma,performance management systems,PfH, Pick,PIMMS,pimms4communities, Planned maintenance,People Value,Plus, Peoplevalue, PM,Progress,Promaster,Proval,Pyramid,PRINCE2,prince,Pamwin,PlanForm, Propoints, Pro-Points QL,QLX,Quiss,Qlikview, QueryView,Queryview reporting,Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC,RobotAutomation,Rave Technologies (India) PVT Limited, Rocket,RPs,RSL,Reality,ReAct,reidmark,RM865, Saffron,SAP,Scots, "Social Housing IT",Social Housing ICT, Scottish,Scenario, Scotland,SDM,sector,TonySmithHou,Safron,Server Virtualisation,servicing, Servitor,Sharepoint, Simdel,Simdell,SimPro,Sim Pro,Slash and Burn,Social Media,Software,SQL Open Housing,SQL Reporting Services,SQL reporting services,SQL Server,Star rating,Stores and Stock,Strategic Asset Management,Sunguard ,Surveys,Sx3,System alignment,Symatrix Human Capital Management, TonySmithHousing, Systemwise,SM,Sequoa,Serros,SP,Scout,score,Swordfish,Serengeti,SOTI,southview,Sunguard,Service Charges,Spotlight Service, Spotlightservice, SunAccounts, Template,Task,Terminal Services, tonys , tonysm , tonysmi , tonysmith, tonysmitht, gotonysmith, tableau Business Dashboards, tonysmithth, tonysmiththa, tonysmiththat, tonysmiththath, tonysmiththatho, tonysmiththathou, tonysmiththathous, tonysmiththathousi, tonysmiththathousin, tonysmiththathousing,Tony Smith That,Tony Smith That Housing IT Guy,TonySmith that housing IT, guy,tonysmiththathousing, tonysmiththathousinguy,tony smith housing guy,sharepoint, share point, SHBVN, Three Star,Today,Total repairs,Tribal,Twitter,U2, tonysmith , tonysmiththat , thathousing , thathousingIT , thathousingITguy, TED,Tagish Casework,TP Tracker,Telecetera,Tagra,Trace, Totalmobile, Total Mobile, UniClass Enterprise,Unidata,Universal Housing,Universalcredit, universal credit, universal credits,UC,Universe,Unrest, UK, United Kingdom ,Ukhousing,UK Housing, Van Stock,Voice and data,Vantage Sentinel,verse one,verseone,vWork,Version One,Visualmetrics,Voluntas, Wales,Welsh,Windows Server,Workflow and tasking,Wheatley,Works Connect,worksConnect, Xmbrace,XML ,XenApp,Xen App ..

Sunday, 17 April 2016

The Bigger Your password, Bigger The Punch

If you do the Twitter thing, follow me at @HousingITguy
or LinkedIn here https://uk.linkedin.com/in/tonysmiththathousingitguy



Size does matter, it's not everything by any means, but it does matter. That's certainly the case with passwords. A very interesting subject and one I have just confronted, having a client who has just seemingly discovered password formats, after a few dozen password changes I have done over quite a while.

So how does size and complexity affect the crack-ability of a password?

Well a great site I came across, just this week from the most excellent University Of Sterling, which has turned out some brilliant social housing professionals, has just the tool.

Check this one out- http://sbrcentre.co.uk/pages/3031/1/Check_Your_Password.html

Above is an example of one of my passwords. Pretty neat, I am sure, but not secure if I provide it to someone just spoofing me, despite its secure length. As can be seen, it has lower case, upper case, numbers and symbols.

So how should we be thinking about passwords?

Well, as long as we key them in, only where they should be, there are a few top tips.

Many people and organisations use that old trick of substituting letters with numbers. You know, the old Pa22w0rd trick. While this goes some way to coming up with hard to guess passwords, basing the whole theme around a feeling or a event, can be the way to remember it. Maybe always capitalise the same sequenced letter of a password. capitalising just the first character is very 1990's, maybe always capitalise the next to last or middle letter.

For goodness sake, avoid predictable week to week or month to month changes, in the same position. E.G. 'FredJul16' might be predicted as 'FredDec16' later in the year, if a co-worker had seen your pattern.

Perhaps adopt ISO17799 style password quality guidelines.
  • Passwords should be at least six characters long.
  • All should be free of consecutive identical characters.
  • No use of all numbers or all letters.
  • Disallow reusing or recycling old passwords.
  • Require that passwords be changed at regular intervals.
  • Forcing users to change temporary passwords at the next log-on.
  • Maintain a record of previous user passwords and prevent their reuse.
  • Change all supplier default passwords.
  • Eliminate or lock shared-user accounts.
Six characters is a pretty easy length of password to crack. Using the tool named above a six character password of maximum complexity, will take 43 hours to crack. One of limited complexity, just 6 seconds.

Guest accounts and 'sa' in SQL Server, offer easy back doors. Fail to secure these at your peril.  

     Catch the blog monthly archive at https://archive.org/details/@housingitguy

Related Post: What happens when Channel Shift may slim down your service centre? 

_/_/_/_/_/_/_/_/

I would be pleased to connect with you on LinkedIn - http://uk.linkedin.com/in/tonysmiththathousingitguy Message me with any issues or queries, you would like to be explored in this blog. We generally receive a couple of suggestions each month.


China Crisis - Bigger The Punch I'm FeelingChina Crisis - Bigger The Punch I'm Feeling.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009


Access a quick list of our Social Housing ICT blog posts here

Could we help you or your organisation? Our contact details are here , get in touch we will be pleased to chat about your problems and help with your organisation issues.

File Under: 360,1stTouch,4Js. , 07854655009 ,365Agile," """" ",,#UKHousing,#HousingDAY, #HomesForBritain,#InternetOfTenants, #Shout,1st Touch,3squared,Accuserv,Acutence,Aareon,Academy,ActiveH,AirWatch,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos, Asprey e-state pro,ActiveHousing,Asset Management,Aurora,Average IT Costs,App,Associates,ACL,Abritas,AMS,AX,aspireview,Agile365, BO,BPR,Browser Applications,Business Objects,Business Planning, Business Process Review,Business social networking, Blockwise, Block wise,BI,BancTec,BluTek,Bluebox, Castle,CBL,Cedar Open Accounts,Cx,Change,Cheaper Housing IT,Chics, CHR,Citrix,Civica,Clearview,CMS , CCS IT Keystone CCSIT,Civica Genero,Contractor Systems,CORE,CorVu,Cost Reductions,Covalent,CRM,Crystal Reports,CTI,CTX,Customer Relationship Management,Cashflow, COA,Coactiva,Codeman,Comino,Competitive Dialogue process,complex IT procurements,Component Accounting, Community Reward Services, Consilium, Consolidation, Consultancy,Consultant,Contact Manager,Context,CIH,Chartered Institute Of Housing,Cadcorp,Cerrus Saturn,convergeOne,CACI,CPL, CRS Director, Deeplake,Development Systems,Accuserve,Document Management,Documotive,datasystems , Microsoft dynamics GP 2013, DynamicAI, Dynamic AI, ECMK,EDRMS,England, English,EnterpriseBI,ERP Systems,ERP,Elmhurst,Estatecraft,EDM,ESRI,Exponential-e, Finance, Financial Systems, Financials, Factorwise,Facebook ,Footprint,Fusion, Getting best from,gotonysmith, Grasp,Grip,GeoSolveIT,GIS,GGP,Genero,GCloud,G-Cloud,HouSys,Housing software,HFI (Housing Financials interface),HG,Housemark survey,Housing Blueprint,Housemark, HRA,housingtITguy,Housing Support Pro,HousingSupportPro,Housing Options,Hometeam, Housing Group,hotpixuk, HousingIT,hotpix,Hardware,Hitex,Housing Contact Company,Impact Response,iPayPro,implementations,iRobot,In House,InHouse,In4,InMotion, InMotion2016, InMotion2015, InMotion2016 , Exhibition, conference,Housing Management Consultant,Housing Management Consultants, Infoflow,Information Technology,Informix,inHouse,in-house workforce,Information@Work components, Innovation,Inside Housing,Internet Portal,Internetalia,Information Management Server,IMS, Invu,Ireland,Irish,Inphase , IT Budget,IT Training,iWorld, Innovation Group Apex,ITIL, In4Systems Promaster,IT,Insight, iSupport,iSupportPro, Keylogic,Keystone,Kirona,Kypera,Keypera Hometeam,Keyfax,Ledgers,Linkedin,Locality,Liquid Voice,MD ,Mr Void , MrVoid, Measuring Change,Mebus,Miracle,MISCS,mDesign,mobile functionality,mobile platform,Monopoly board images and pictures, Montal,MS Dynamics,MS Dynamics CRM2011,Miracle Software,MDM,Management,CRM2013,Reporting,MI,M3,MIS,MIS-AMS,Mobysoft, Northgate Codeman,Neighbourhoods and Communities,NPS,NPS Housing,NPS CRM,NPS Job Manager Mobile, Northgate,Notice,NROSH,NINTEX,NINTEX workflow,Natural Forms,Nintexworkflow,NPS ASSIST, OA,OGC Buying Solutions,Ohms,OJEU Limits,OmFax,Omniledger,Open source software,open tender,OpenHousing,Opti-time,Oracle,Orchard,Optitime DRS,Outsource and outsourcing,OpenContractor,ORS,OneServe, PIMMS Data Systems, Paloma,performance management systems,PfH, Pick,PIMMS,pimms4communities, Planned maintenance,People Value,Plus, Peoplevalue, PM,Progress,Promaster,Proval,Pyramid,PRINCE2,prince,Pamwin,PlanForm, Propoints, Pro-Points QL,QLX,Quiss,Qlikview, QueryView,Queryview reporting,Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC,RobotAutomation,Rave Technologies (India) PVT Limited, Rocket,RPs,RSL,Reality,ReAct,reidmark,RM865, Saffron,SAP,Scots, Scottish,Scenario, Scotland,SDM,sector,TonySmithHou,Safron,Server Virtualisation,servicing, Servitor,Sharepoint, Simdel,Simdell,SimPro,Sim Pro,Slash and Burn,Social Media,Software,SQL Open Housing,SQL Reporting Services,SQL reporting services,SQL Server,Star rating,Stores and Stock,Strategic Asset Management,Sunguard ,Surveys,Sx3,System alignment,Symatrix Human Capital Management, TonySmithHousing, Systemwise,SM,Sequoa,Serros,SP,Scout,score,Swordfish,Serengeti,SOTI,southview,Sunguard,Service Charges,Spotlight Service, Spotlightservice, SunAccounts, Template,Task,Terminal Services, tonys , tonysm , tonysmi , tonysmith, tonysmitht, gotonysmith, tableau Business Dashboards, tonysmithth, tonysmiththa, tonysmiththat, tonysmiththath, tonysmiththatho, tonysmiththathou, tonysmiththathous, tonysmiththathousi, tonysmiththathousin, tonysmiththathousing,Tony Smith That,Tony Smith That Housing IT Guy,TonySmith that housing IT, guy,tonysmiththathousing, tonysmiththathousinguy,tony smith housing guy,sharepoint, share point, SHBVN, Three Star,Today,Total repairs,Tribal,Twitter,U2, tonysmith , tonysmiththat , thathousing , thathousingIT , thathousingITguy, TED,Tagish Casework,TP Tracker,Telecetera,Tagra,Trace, Totalmobile, Total Mobile, UniClass Enterprise,Unidata,Universal Housing,Universalcredit, universal credit, universal credits,UC,Universe,Unrest, UK, United Kingdom ,Ukhousing,UK Housing, Van Stock,Voice and data,Vantage Sentinel,verse one,verseone,vWork,Version One,Visualmetrics,Voluntas, Wales,Welsh,Windows Server,Workflow and tasking,Wheatley,Works Connect,worksConnect, Xmbrace,XML ,XenApp,Xen App ..

Friday, 18 March 2016

Call Me Up

If you do the Twitter thing, follow me at @HousingITguy
or LinkedIn here uk.linkedin.com/pub/tony-smith-bsc-hons-acih/a/979/351/


One for readers with an interest in socialhousing customer service centre's and self-service, just like myself!

Last autumn, I attended and chaired, a roundtable event, at St Leger homes Doncaster, organised by Omfax Systems. The session offered an opportunity to discover how leading registered providers are taking different approaches to the ever-changing landscape of customer services in social housing. It was an extremely good event, and a little heated at times. In a good way of course!

As part of that, the 'Your Call' survey has been sent out to more than 1,000 senior customer service professionals across the social housing sector. The brilliant Tina Hilton from OmFax tipped me off this week, that the results are now in.

It's an interesting read, with a few surprises, but much supporting many of my recent experiences, in the varied organisations I work with, across the UK and Ireland.

Omfax director Peter Graddon sums the place the sector is in, very well. In many cases, squeezed by regulation/UC pressures, while struggling with a lot of fragmented & often inadequately integrated systems. It's a very accurate snapshot of the sector, circa Spring 2016.

RSL's received an average of eleven calls per home. The bulk of calls querying existing repairs or tenancy/rent issues. Many of these must be waste or calls, many of which could be satisfied online, as approx 60% of adults access the internet via smartphones.

With 72% of adults having a social media profile, it's disappointing that only 53% of service centres, managed social media enquiries too. I have noticed that Housing Associations often take the view that the comms team need to take care of that. The reality is that the call will just come back to customer services anyway. With 25% of adults with a Twitter account using it to complain, we need to be revising that view IMHO.

Customer Service Centre's seem to getting busier too, and felt even 'more' important. Since you are wondering, calls are up more than 5%. Shouldn't that statistic, with 77% of adults having basic digital skills, be 'internet self service traffic on the increase'?

Well seemingly not. The report picks out something I said at St Leger about why tenants and other customers, are not choosing to interact with us online. Go on your portal and try to find your 'Pay Here' or 'Log Repair' button. If you have to hunt or multiple-click for it, your customers choice will be to pick up the phone, believe me. Do like Amazon, get the 'Bread & Butter stuff right', for goodness sake.

There's plenty more insight in the report, which might help shape a better customer service centre, for the future.     

Access the Omfax report here - http://www.omfax.co.uk/pdfs

Catch me at the next 'Your Call' discussion event, to be held 29th April 2016 in Edinburgh, at Hanover Scotland. It would be great to meet you there!

     Catch the blog monthly archive at https://archive.org/details/@housingitguy

Related Post: When last, were you and your team, the dangerous brothers? 

_/_/_/_/_/_/_/_/

I would be pleased to connect with you on LinkedIn - http://uk.linkedin.com/in/tonysmiththathousingitguy Message me with any issues or queries, you would like to be explored in this blog. We generally receive a couple of suggestions each month.


Gang Of Four - Call Me UpGang Of Four - Call Me Up.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009


Access a quick list of our Social Housing ICT blog posts here

Could we help you or your organisation? Our contact details are here , get in touch we will be pleased to chat about your problems and help with your organisation issues.

File Under: 360,1stTouch,4Js. , 07854655009 ,365Agile," """" ",,#UKHousing,#HousingDAY, #HomesForBritain,#InternetOfTenants, #Shout,1st Touch,3squared,Accuserv,Acutence,Aareon,Academy,ActiveH,AirWatch,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos, Asprey e-state pro,ActiveHousing,Asset Management,Aurora,Average IT Costs,App,Associates,ACL,Abritas,AMS,AX,aspireview,Agile365, BO,BPR,Browser Applications,Business Objects,Business Planning, Business Process Review,Business social networking, Blockwise, Block wise,BI,BancTec,BluTek,Bluebox, Castle,CBL,Cedar Open Accounts,Cx,Change,Cheaper Housing IT,Chics, CHR,Citrix,Civica,Clearview,CMS , CCS IT Keystone CCSIT,Civica Genero,Contractor Systems,CORE,CorVu,Cost Reductions,Covalent,CRM,Crystal Reports,CTI,CTX,Customer Relationship Management,Cashflow, COA,Coactiva,Codeman,Comino,Competitive Dialogue process,complex IT procurements,Component Accounting, Community Reward Services, Consilium, Consolidation, Consultancy,Consultant,Contact Manager,Context,CIH,Chartered Institute Of Housing,Cadcorp,Cerrus Saturn,convergeOne,CACI,CPL, CRS Director, Deeplake,Development Systems,Accuserve,Document Management,Documotive,datasystems , Microsoft dynamics GP 2013, DynamicAI, Dynamic AI, ECMK,EDRMS,England, English,EnterpriseBI,ERP Systems,ERP,Elmhurst,Estatecraft,EDM,ESRI,Exponential-e, Finance, Financial Systems, Financials, Factorwise,Facebook ,Footprint,Fusion, Getting best from,gotonysmith, Grasp,Grip,GeoSolveIT,GIS,GGP,Genero,GCloud,G-Cloud,HouSys,Housing software,HFI (Housing Financials interface),HG,Housemark survey,Housing Blueprint,Housemark, HRA,housingtITguy,Housing Support Pro,HousingSupportPro,Housing Options,Hometeam, Housing Group,hotpixuk, HousingIT,hotpix,Hardware,Hitex,Housing Contact Company,Impact Response,iPayPro,implementations,iRobot,In House,InHouse,In4,InMotion, InMotion2016, InMotion2015, InMotion2016 , Exhibition, conference,Housing Management Consultant,Housing Management Consultants, Infoflow,Information Technology,Informix,inHouse,in-house workforce,Information@Work components, Innovation,Inside Housing,Internet Portal,Internetalia,Information Management Server,IMS, Invu,Ireland,Irish,Inphase , IT Budget,IT Training,iWorld, Innovation Group Apex,ITIL, In4Systems Promaster,IT,Insight, iSupport,iSupportPro, Keylogic,Keystone,Kirona,Kypera,Keypera Hometeam,Keyfax,Ledgers,Linkedin,Locality,Liquid Voice,MD ,Mr Void , MrVoid, Measuring Change,Mebus,Miracle,MISCS,mDesign,mobile functionality,mobile platform,Monopoly board images and pictures, Montal,MS Dynamics,MS Dynamics CRM2011,Miracle Software,MDM,Management,CRM2013,Reporting,MI,M3,MIS,MIS-AMS,Mobysoft, Northgate Codeman,Neighbourhoods and Communities,NPS,NPS Housing,NPS CRM,NPS Job Manager Mobile, Northgate,Notice,NROSH,NINTEX,NINTEX workflow,Natural Forms,Nintexworkflow,NPS ASSIST, OA,OGC Buying Solutions,Ohms,OJEU Limits,OmFax,Omniledger,Open source software,open tender,OpenHousing,Opti-time,Oracle,Orchard,Optitime DRS,Outsource and outsourcing,OpenContractor,ORS,OneServe, PIMMS Data Systems, Paloma,performance management systems,PfH, Pick,PIMMS,pimms4communities, Planned maintenance,People Value,Plus, Peoplevalue, PM,Progress,Promaster,Proval,Pyramid,PRINCE2,prince,Pamwin,PlanForm, Propoints, Pro-Points QL,QLX,Quiss,Qlikview, QueryView,Queryview reporting,Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC,RobotAutomation,Rave Technologies (India) PVT Limited, Rocket,RPs,RSL,Reality,ReAct,reidmark,RM865, Saffron,SAP,Scots, Scottish,Scenario, Scotland,SDM,sector,TonySmithHou,Safron,Server Virtualisation,servicing, Servitor,Sharepoint, Simdel,Simdell,SimPro,Sim Pro,Slash and Burn,Social Media,Software,SQL Open Housing,SQL Reporting Services,SQL reporting services,SQL Server,Star rating,Stores and Stock,Strategic Asset Management,Sunguard ,Surveys,Sx3,System alignment,Symatrix Human Capital Management, TonySmithHousing, Systemwise,SM,Sequoa,Serros,SP,Scout,score,Swordfish,Serengeti,SOTI,southview,Sunguard,Service Charges,Spotlight Service, Spotlightservice, SunAccounts, Template,Task,Terminal Services, tonys , tonysm , tonysmi , tonysmith, tonysmitht, gotonysmith, tableau Business Dashboards, tonysmithth, tonysmiththa, tonysmiththat, tonysmiththath, tonysmiththatho, tonysmiththathou, tonysmiththathous, tonysmiththathousi, tonysmiththathousin, tonysmiththathousing,Tony Smith That,Tony Smith That Housing IT Guy,TonySmith that housing IT, guy,tonysmiththathousing, tonysmiththathousinguy,tony smith housing guy,sharepoint, share point, SHBVN, Three Star,Today,Total repairs,Tribal,Twitter,U2, tonysmith , tonysmiththat , thathousing , thathousingIT , thathousingITguy, TED,Tagish Casework,TP Tracker,Telecetera,Tagra,Trace, Totalmobile, Total Mobile, UniClass Enterprise,Unidata,Universal Housing,Universalcredit, universal credit, universal credits,UC,Universe,Unrest, UK, United Kingdom ,Ukhousing,UK Housing, Van Stock,Voice and data,Vantage Sentinel,verse one,verseone,vWork,Version One,Visualmetrics,Voluntas, Wales,Welsh,Windows Server,Workflow and tasking,Wheatley,Works Connect,worksConnect, Xmbrace,XML ,XenApp,Xen App ..

Monday, 1 February 2016

Online Repairs Can Only Get Better

If you do the Twitter thing, follow me at @HousingITguy
or LinkedIn here https://uk.linkedin.com/in/tonysmiththathousingitguy


Effective housing customer self-service is a key driver and certainly one that will not be going away in the current climate. It's difficult to perhaps visualise how to tackle it, where we and our software suppliers, come from the desktop transactional world. In particular, I am sure you agree, web portals designed by techies, rarely make effective ones. The measure of that is driving footfall flow from the service centre, to the web.

In my work with Torus Group in the North West of England, I have come across work completed on social housing self-service from Hallnet. The solutions I have seen in use are lean and cut out complexity, in order to make life easier for tenants and other customers. Having seen reliable stats for numbers of transactions shifted and enhanced satisfaction of tenants, as you can imagine I was very interested to chat with Stephen Hall, to see what else they have in the pipeline.

A few weeks ago, over a coffee and a false alarm fire evacuation, it was great to get into their mode of thinking of how they work. The key I think is that they take a digital-first approach, to pretty much everything they do. Even if it's something for the desktop.  

The latest area they are looking at is self service repairs, pretty much one of housing's top low hanging fruit areas. In typical Hallnet fashion, the new product, named ActiveHousing, being developed, looks at self service repairs from a very customer centric viewpoint. This is a departure from many approaches I generally encounter.

Key concepts I liked in the solution included serious attention to 'nudging'. Changing tenant behaviour and keeping them to the published limitations of their tenancy agreements. So, tenant damage can be rejected or a re-charge procedure managed. The more adventurous DLO teams out there could even bill tenants up-front for recharges. Where tenants were nudged away, they could receive some advice instead. Neat!

Tablet centric design allows capture of images of tenant issues, which could include QR codes or other info on particular components, such as heating or electrical systems. A great way for customers to describe issues, while we are waiting for IOT to arrive. Early on, contact and other details can be confirmed, such as mobile number/email address. Handy in the repairs transaction, for keeping the tenant informed, but increasing accuracy of general contact details too, for whatever purposes we may need it. Chasing that arrear perhaps?

Diagnosis of issues was really smooth and took into account 'tenant' rather than 'technical services' SOR speak. Sensible synonyms are supported so 'Wasps' can be easily recorded as 'Insect infestation'. Once painlessly diagnosed, the holy grail, you see what appointments that are available. Naturally these are sourced from a back office scheduler, so Optitime DRS (already in place), or another, such as 360 can be easily configured in. Once complete and ordered from a basket (yep, just like the real world web 2.0 of Amazon, Tesco etc), confirmation email or SMS reminds the customer when the repair appointment is booked for, adding convenience for them and reducing waste calls for the RSL's service centre. 

Proof of the pudding however,is how has this changed customer behaviour? Helena partnerships have had a 275% increase in repairs being reported via the web. From stats on the solution, the average repair takes only 99 seconds to report, actually faster, to some degree than on the phone. Few channel shift initiatives I have seen, manage anything near that. 

As you can tell, I really liked the fresh approach of Hallnet's ActiveHousing concepts, for SelfService, and they were a nice bunch too! Like me, they will be on stand 12 at NHFIT2016 Chelsea. It's worth checking Hallnet out there. Let me know what you make of ActiveHousing, or add your comments here on the blog.



     Catch the blog monthly archive at https://archive.org/details/@housingitguy

Related Post: More insight into a better experience of ChannelShift for your customers 

_/_/_/_/_/_/_/_/

I would be pleased to connect with you on LinkedIn - http://uk.linkedin.com/in/tonysmiththathousingitguy Message me with any issues or queries, you would like to be explored in this blog. We generally receive a couple of suggestions each month.


D:ream - Things Can Only Get BetterD:ream - Things Can Only Get Better.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009


Access a quick list of our Social Housing ICT blog posts here
Could we help you or your organisation? Our contact details are here , get in touch we will be pleased to chat about your problems and help with your organisation issues.

File Under: 360,1stTouch,4Js. , 07854655009 ,365Agile," """" ",,#UKHousing,#HousingDAY, #HomesForBritain, #Shout,1st Touch,3squared,Accuserv,Acutence,Aareon,Academy,ActiveH,AirWatch,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos, Asprey e-state pro,ActiveHousing,Asset Management,Aurora,Average IT Costs,App,Associates,ACL,Abritas,AMS,AX,aspireview,Agile365, BO,BPR,Browser Applications,Business Objects,Business Planning, Business Process Review,Business social networking, Blockwise, Block wise,BI,BancTec,BluTek,Bluebox, Castle,CBL,Cedar Open Accounts,Cx,Change,Cheaper Housing IT,Chics, CHR,Citrix,Civica,Clearview,CMS , CCS IT Keystone CCSIT,Civica Genero,Contractor Systems,CORE,CorVu,Cost Reductions,Covalent,CRM,Crystal Reports,CTI,CTX,Customer Relationship Management,Cashflow, COA,Coactiva,Codeman,Comino,Competitive Dialogue process,complex IT procurements,Component Accounting, Community Reward Services, Consilium, Consolidation, Consultancy,Consultant,Contact Manager,Context,CIH,Chartered Institute Of Housing,Cadcorp,Cerrus Saturn,convergeOne,CACI,CPL, CRS Director, Deeplake,Development Systems,Accuserve,Document Management,Documotive,datasystems , Microsoft dynamics GP 2013, DynamicAI, Dynamic AI, ECMK,EDRMS,England, English,EnterpriseBI,ERP Systems,ERP,Elmhurst,Estatecraft,EDM,ESRI,Exponential-e, Finance, Financial Systems, Financials, Factorwise,Facebook ,Footprint,Fusion, Getting best from,gotonysmith, Grasp,Grip,GeoSolveIT,GIS,GGP,Genero,GCloud,G-Cloud,HouSys,Housing software,HFI (Housing Financials interface),HG,Housemark survey,Housing Blueprint,Housemark, HRA,housingtITguy,Housing Support Pro,HousingSupportPro,Housing Options,Hometeam, Housing Group,hotpixuk, HousingIT,hotpix,Hardware,Hitex,Housing Contact Company,Impact Response,iPayPro,implementations,iRobot,In House,InHouse,In4,InMotion, InMotion2016, InMotion2015, InMotion2016 , Exhibition, conference,Housing Management Consultant,Housing Management Consultants, 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