Most of you are used to reading my light-hearted musings and about my adventures in and around the world of IT and HP in particular. But today, I need to get down to some business.

I’m giving some advice to HP. Sometimes it’s easier to see things from the outside than from the inside and I clearly see an opportunity for HP to fix something that will give the company that we all buy great products from the greatest competitive advantage and it has nothing to do with hardware, software or ink.

First let me put some context around what I’m about to say. I do business with a lot of companies and they all have the same huge problem…they throw their valued customers into the support abyss. Have you called Symantec lately…HELLoooooooo. Well, this time it hit home and my company had a critical HP system that supported 40,000 users crash. From Bangalore to Colorado Springs and around the world, we were tossed around like a hot potato that no one wanted to touch. But they do ALL want to know the same things…name, telephone number, model number, support contract number, name of first born, blood type, color of hair (now THAT could blow up a database!) yada yada yada. Don’t they all work from the same database?

After hours of swimming in the darkness, I began making calls to people I knew within HP. Things started to happen. The average customer doesn’t have that luxury and I certainly wouldn’t know who to call at Dell or Symantec who share the same issues when it comes to customer support, or lack there of.

If you went to the symphony and you heard two guest soloists perform, one technically perfect who presented a flawless performance and another who was nearly technically perfect but connected with his audience in such a way that it left you wanting more. Who would you go back to hear? My guess is, it’s the one who connected with the audience. It’s not enough to have the best products in the world, you have to connect with your customers…you have to help them when the chips are down. It’s not enough to be technically superior.

Now for the advice:

It should be a job requirement for every executive at HP to call technical support once every six months. I GUARANTEE you, things would change, quickly. Next, commercial customers with support contracts should be routed to support centers closest to their location with access to a dispatcher who can assign a responder.  Seems reasonable.

If I didn’t care so much about HP and its customers, I wouldn’t be serving on the board of Encompass. I see an opportunity for HP to sky rocket leaving its closest competitor in the dust.

Ciao,

Nina

Now that I’ve recovered from jet lag, I wanted to share a bit about my adventures in Germany and Spain. Before you start thinking ‘She leads such a charmed life,’ I would like to officially give you permission to think that because…I do!
 

Well, sort of. So my journey began on Thursday, March 13^th from Atlanta to Frankfurt arriving at 7:00am. Our first meeting was in 3 short hours, hardly enough time to gather my wits, which I think I left in seat 33B.  The purpose of this leg of my journey was to join colleagues from ITUG, Encompass and HP Interex EMEA (fondly known as the Endeavour team) to begin planning our inaugural user-driven event 10-12 November in Mannheim, Germany, Community Connect Europe 2008.
 

Note 1: Euro caffeine is twice as potent as US caffeine. After three cups of German joe, I was speaking, typing, dictating, taking pictures and desperately trying to burn the hotel down with a faulty current converter (I swear it was the converter!) at the same time!

The facility is INCREDIBLE and if all goes as planned, we should have over 1000 attendees, high value sponsors, excellent peer-to-peer sessions, and lots of fun! After a very productive day and a half of meetings, we headed back to the airport for our ‘short’ flight to Barcelona.
 

Note 2: When in Germany, don’t ask “What type of German beer do you serve?”

We arrived in Barcelona on Saturday evening and prepared for our 9:00am General Assembly Meeting for HP-Interex EMEA. National User Group (NUG) leaders from all over Europe were there to provide updates and we were their to share the news of Endeavour. Understandably the NUG leaders were concerned about the impact of the consolidation, but by the end of the day, there was a cautious optimism and an ever so slight vision of the future started to come into focus. Everyone was gracious and we celebrated (any reason would do!) that evening at the restaurant Barca de la Salambaca in the Olympic Village. Highly recommended!
 

Note 3: When in Barcelona, eat the ham! It hangs over bars, it’s in every window, it is served with every meal and it is delicious!!

Not sure where night ended and day began as we started Monday at 8:00am and it was off to Technology@Work. This is an HP sponsored event for invited EMEA customers. My colleagues, Scott Healy and Henk Pomper, and I were pleasantly surprised at all the buzz about Endeavour that had already been spread within HP. Lots and lots of support and interest from both the customer and partner communities. A good sign!

Note 4: The high heels were packed and the tennis shoes came out. No one cares what shoes you wear. My dogs were screaming!

On Tuesday I attended Martin Fink’s, VP of HP BCS, presentation and suddenly I felt like a ‘Transformer!’ Monolithic to Polymorphic computing!! What does that mean? Well, I stayed to find out. Martin is a good speaker and aside from the ‘morphisms,’ I clearly understood HP’s direction from his presentation. Simply put, lower cost of entry (Industry Standard Servers/Components) and higher pricing on software. It’s like going to the theater! It’s the popcorn and candy that have the highest pm. No seriously, from a business perspective, ISS is easier to maintain and support and can support a variety of your favorite OS’s. HP’s intellectual property warehouse will be stocked with software ready to deliver and answer the needs of its business technology customers.

Note 5: VAT high, tip low. It’s very different in Europe and if you tip by American standards you’ll have new best friends in every tapas bar!

We ended our 5 five day trip to Europe exhausted but exhilarated by all that we took in. I look forward to being a true global community to share the friendship and spirit of the user community with HP users around the world.

Ciao!

Nina

I want to thank everyone who has participated in our recent informational Webcasts introducing you to project ‘Endeavour.’ Again, to remind everyone, it’s just a code name for the consolidation of Encompass, ITUG and HP-Interex EMEA!

Here are a few observations that I wanted to share with you from these Webcasts:

1. The number of attendees from each presentation exceeded our expectations.
2. There were excellent questions presented by members who really care about the future of the consolidated organization.
3. The overall response from the participants was positive and there was an eagerness to participate beyond just membership in the new organization.
4. Each day that goes by we are more committed to serve you and the future of the consolidated organization because you’ve shown us how much it means to you.
5. We can and will be better together.

Here are the top 5 consistently asked questions (CAQs!) during each Webcast and how they were answered:
1.      What will happen to the Chapters? Will they be forced to join the new organization or collaborate with other local groups? Will they have to change their name?
The chapters, LUGs, NUGs, RUGs will all have the opportunity to affiliate with ‘Endeavour.’ The leaders of each organization will be part of the Chapter Leader’s Forum where they will meet monthly via teleconference to share best practices, receive and offer support, and discuss upcoming meetings and topics that are top of mind and relevant to our members around the world. This group of volunteer leaders will meet annually at the HP Technology Forum and Expo. The local chapters may decide to merge with one another but it will not be mandatory nor will changing their name be a requirement. The goal: To have well supported, engaged, and vibrant chapters around the world.
2.      Will the focus and content of Encompass, ITUG and HP-Interex EMEA programs and offerings be lost?
Absolutely not! As a matter of fact, they will only get better as we combine the successful offerings of the three organizations.  The goal: Increase member value while maintaining technology relevance and services to our current members and creating a community for new and younger members to be part of for years to come.
3.      Is HP supportive of ‘Endeavour?’ Did HP introduce this idea?
HP is supportive of ‘Endeavour’; however, it was not HP’s idea for the user groups to consolidate. In late 2006, leaders from all the user groups met and began dialogue around collaboration which turned into an exploratory initiative to consolidate. HP was not part of the earlier meetings. Each group is coming into this from a position of strength. The goal: To grow our organization into a strong and vibrant community that garners support from HP and its valued partners based on the value that we provide our members.
4.      What will happen to our benefits? What is in it for the members?
Your benefits will only increase as we leverage our efficiencies and combine excellent offerings that the groups bring to the new organization. The goal: To provide our global community with relevant content and privileged membership.
5.      What is the new membership structure of this organization?
The new organization will have a governing board focused on the strategic direction of new organization. The board will appoint committee chairs (community volunteers) to oversee our key initiatives. The new organization will be incorporated in the State of Illinois but may have global infrastructure in the future to support global operations. Your current membership will roll over into the new organization until the end of 2008.  The goal: To have the board focused solely on strategy and empower our volunteers by providing more leadership opportunities for them.

Okay, I added one more CAQ…What will we be voting on exactly and when?
Within the next 45 days, our voting members will be asked to vote in support of a consolidation. Since we are governed by Illinois law, in order to consolidate (which is the easiest and most cost effective means of uniting), we must first have a board vote (unanimous approval by the boards in Houston on Saturday, Jan 26^th) then a vote by our voting members (members whose dues are current). The goal: To receive approval by the constituency of all three of the combining groups and announce the new organization at the HP Technology Forum and Expo in Las Vegas, June 16 – 19, 2008.

Thank you for your support of our ‘Endeavour.’ You’ve heard me say this before and I’ll say it again…the BEST IS YET TO COME!!

All the best,
Nina

When all is well in the world, at work, and at home we all have a tendency to become complacent about our marketability.  We don’t bother to update our resume, we network less and stay comfortably under the corporate radar.  But when the news of a recession (real or not) makes its way to boardrooms around the world, CEO’s begin bracing for a workforce reduction.

Economic forecast notwithstanding, there are more threats to IT jobs that should keep you on your toes when it comes to professional/interpersonal skills. There is outsourcing which, whether it’s offshore or nearshore, is still a real threat. Also, more today’s efficient technology systems don’t require as many live bodies to manage. And lastly, IT has become an integral part of business outcome versus merely supporting business processes.

The cheese is constantly moving. You have to be prepared or you might find yourself unemployed, or even worse, unemployable!  I’ve seen changes in the IT profession and the impact it has had on our members. However, a community exists to support IT professionals. My recommendation is to join a relevant IT community that provides education and networking opportunities. Many communities, like Encompass, have designed a job board to help its members find new opportunities.

I also recommend scouring online job postings to find out what employers are currently looking for. Next, take an inventory of your interpersonal skills. Are you comfortable pitching your technology ideas to management, if not, take a speaking course. Lastly, toot your horn! Don’t hide under the radar. If you’re good at what you do, make it visible to the people you work for.

I recently asked Michael Glenn, a technical recruiter for media giant Turner Corporation for his thoughts on making your resume recession proof. Michael shared the following tips:

1. Have multiple versions of your resume tailored for specific job interests. Most folks have one resume.
2. Get rid of the objective. I hate them! Hiring managers won’t read them.
3. Focus on accomplishments not duties.
4. Focus on trends in your industry that are hot and be sure to put that in your resume.
5. If you are not already in user groups, clubs, or associations - be sure to join them ASAP.
6. Get certified! It says that you are serious about what you do and that you’re a professional.

And the best way to recession proof your resume…

7. Get on the Web 2.0 and 3.0 experience! Do you have LinkedIn/Facebook accounts? That’s an online 24/7 resume! Most folks just list their name with a current title. Complete ALL the steps for your online profile (i.e. LinkedIn) then you have created a recession proof resume.

Are your skills and resume recession proof? Start today by following these helpful tips so when the cheese moves, you’ll be there to ‘grate’ it!

Cheers,

Nina

Since early 2001 there hasn’t been an Internet application so exciting and so exponential that it has every sector of business, public and private, exploring how to engage in some form or fashion. Social networking applications are taking over the ether-waves and are not only creating a place to find like-minded friends but also creating a fertile ground from which advertisers can profit. However, as always with wide-spread web applications, there are risks that need to be considered from security, privacy and liability perspectives. Let’s roll back time and look at the evolution of the social networking phenomenon. Amazon.com can probably be cited as a pioneer in online community. By today’s standards, it was fairly basic but a powerful means to sell more books, music and movies. By allowing buyers to not only comment on products they’ve purchased but also providing the logic that introduced new products, they used community and technology to grow the business. Successful? Today Amazon.com is still wildly successful selling everything from books to baby products and employs a hybrid of social networking and customer relationship management (CRM), to engage and inspire buyers. And just when we thought we had too many acronyms, I feel the birth of another, Customer Community Relationship Management or CCRM.

In comes MySpace, a virtual personal community released in August 2003 that has taken world by ‘storm.’ There were basically no restrictions early on and similar to a newspaper personal ad, one could (and still can) take a persona of their choice. Risky business? You bet! MySpace became a haven for predators and since then has added security features so that community members can maintain their privacy, well kind of. Although based in California, MySpace is owned by New York based parent company News Corporation.

Learning valuable lessons from MySpace, Mark Zuckerberg a former Harvard student, developed and released (The) Facebook in 2004 as a community for students of named institutions. Since then, Facebook has opened up its community to anyone and everyone and in 2007 surpassed the number of student members within months of opening its doors to non-student members. Membership is expected to crest 60 million members by the end of 2007. This feeding frenzy also caught the attention of Microsoft who in September 2007 purchased a 1.6% share of the company for $240 million. I guess Gates saw a bit of himself in Zuckerberg!

For business networking and job seekers, LinkedIn is a resource that provides a less commercial look and feel and a means for professionals to get answers to business questions by surveying other LinkedIn members. LinkedIn seems to be struggling with its adoption of groups which has been a strength for Facebook.

I recently appointed a task force to explore social networking software and make recommendations as part of the board’s 2008 strategic plan. The goals were to fulfill the Encompass mission of providing networking, education, and vendor advocacy online relevant to a member’s interests and to generate revenue by providing an opportunity for HP and its valued partners to provide targeted and relevant advertising. The discovery phase has been fascinating and worth sharing with those who are considering implementation of social networking for their business, institution, or association.

Before sharing the research data, I’m sure you’re asking the same question that the Encompass board asked when we first began the process. “Why would anyone want to be a member of multiple social networking communities?” Looking at our own offline circles, it was clear that most of us have a variety of groups that we associate with. Therefore, joining multiple online groups is not a stretch from reality.

The Evaluation Process

Based on input by the Encompass board, the task force put together a capabilities matrix and assigned each feature with a priority ranking. Some of the highest ranking features included:

• Non-Invasive tiered email notifications
• Easily create and join sub-groups
• Targeted event notification
• Ability to pose questions to a particular group
• Ability to load existing users into the system
• Wiki, RSS and Blog support
• Polling and voting capabilities
• Community search capability
• Localization and scalability
• Security/firewall consideration

After narrowing down the potential vendors in this space through exhaustive research, the shortlist of vendors included Leverage, Pluck, Jive, Kick Apps and Ning. The cost for each of these models ranges from virtually free (Ning and Kick Apps) to several thousand a month depending on how much programming support and customization is required.

Both Pluck and Leverage are similar in their professional appearance and impressive customer list. Pluck’s experience has been more focused in the media space with big hitting customers like USA Today and The Washington Post while Leverage touts customers such as Healthcare Information and Management Systems Society (HIMMS) and Infoworld.

The task force will be completing its product review with recommendations to the board in January. Target implementation is scheduled for late February.

There may be lots of questions when it comes to product selection, but there is no question that Social networking and Social Media is here to stay. This is great news for advertisers according to market research firm eMarketer who released a report on Worldwide Online Social Networking Ad Spending (Dec 2007). In the report, Debra Aho Williamson, writes that “Worldwide, online social network ad spending is expected to grow by 81%, to $2.2 billion in 2008 from $1.2 billion this year.” Using my favorite line in business, this can only mean a win/win/win for everyone involved.

Gone Fishin’!

Nina

Although the holidays tend to be dubbed the ‘most stressful time of the year,’ if you’re an IT professional, you can sing that tune year-round!

I recently asked friend and colleague, Robert Lawrence Friedman, a psychotherapist, author, and recognized expert in the field of stress management, for some tips on helping IT professionals manage stress.

I hope that this is a gift that keeps giving throughout the year!

Here’s what Robert had to say:

Working through college and graduate school, and prior to becoming a stress management consultant and psychotherapist, I was the manager of a document processing center at a major law firm. I worked midnight till eight in the morning, and then I would rush off to graduate school. Yet, those working in IT would very often get calls from my department when there was a problem, anytime during the day and I mean anytime.

The IT staff, like the medical doctors in our society, is required to be available 24 hours, 7 days a week. Unlike 50 years ago when most businesses shut down at 5:00 PM, we have converted ourselves into a 24 hour global society. The computers in firms today generally don’t shut down at 5:00 PM, even if the workstations do.

Sometimes I would be called in to work to do a back-up of a computer when an IT staff on that rare occasion, wasn’t available. I recall walking into the computer room at 2:00 AM, and feeling as if the sun had come out and I was walking into the frozen tundra of the North Pole. The room was as bright as day and a winter parka would not have been able to warm me: bright lights and freezing conditions are other stressors for the IT person. The room remains frozen to avoid the two words no IT person ever wants to hear uttered in the same sentence – computer and crash.

There are many stressors in IT, many of them considered environmental: long working hours, required on-demand availability, isolation, freezing conditions. Then there are the stressors of a computer “going down” or a printer breaking or a software glitch, or a manager needing to know why his or her screen is frozen. Not knowing if at any moment, their beeper would go off, and, unfortunately, not being able to turn the beeper off. The unexpected problems of working in IT are numerous.

One of the major studies on occupational stress determined that it is not the amount of work that determines the levels of stress on employees, more so, it is the control of that work, and unfortunately, IT workers often have very little control over when problems will occur, which creates an enormous amount of stress.

What can be done, then for IT workers who are stressed?

The first step is learning to be aware of when there is stress, and what the stressors are. The first step to change is recognizing your “stress signature” or noticing where your body stores your stress. Do your shoulders “brace” or rise up when you are stressed? Does your stomach tighten? Do you clench your teeth? Does your back or neck ache? Your body is always showing you where you store stress, and paying attention to its cues is important for learning to change the body’s habitual reactions to stress.

Deepak Chopra, a well-known physician and author of many books on Mind/Body health says we have 60,000 thoughts per day, and out of those 60,000 thoughts 95% of those thoughts are the same as yesterday’s thoughts. So the other step is to begin examining how many of your thoughts generate internal stress, such as fears, worries, negative thinking. Every single negative thought as an effect on the body. The second level of awareness is awareness of your thinking patterns, and then consciously changing them. Something discussed in my Managing Work-Related Stress on-line course extensively.

There are numerous “immediate need” techniques that you can do, which require no more than a minute or two of time to complete.

I would recommend the following techniques when there is no time to relax:

When you are feeling stressed, s – l – o – w down your breath. In fact right now notice what happens when you start to consciously slow down your breathing rate. We know that the breath serves as the conductor of the body’s internal processes. In fact, a relationship between heart rate and breath has been found, which is called “entrainment” or the matching of rhythms. When you slow down your breathing rate, you also slow down your heart rate and signal to the body that you are ready to relax. I would recommend taking slow, deep, easy breathes for a few minutes and you will start to feel yourself relaxing more and more with each deep breath you take. Now what’s interesting about this simple technique of slow breathing is that you can do it when you are in a task. Your eyes can remain open, even when doing this breathing technique so you can still get your work done but internally, relaxing yourself. This is a good way for individuals who do not have a moment to close their eyes and do a stress management technique to relax even while doing their work chores.

Another exercise I like for individuals need a quick stress reliever is called “Stop, Breath, Reflect and Choose.” This technique is considered a cognitive technique. When you become aware that you are thinking in a worrisome way, or fearing something, your body literally experiences it as if it were in the present. The body cannot differentiate between imagination and reality, in fact recent research points to the fact that the same regions in the brain “light up” or are triggered when something is visualized or seen in reality so stop worrying! When you feel yourself getting stressed, internally say: STOP, then simultaneously take a deep breath in. This triggers the body’s natural relaxation response. Then Reflect – bring in your mind – focus on what you could be thinking about that would cause you to have the least amount of stress and then Choose your new focus. This is a highly effective “instant” technique for moments when you are stressed and have no idea what to do. We know that individuals who practice some stress management technique develop a resistance to stress. So whether you practice “Stop, Breathe, Reflect and Choose” or breathing slowly and deeply during your day and when you are feeling tense, by practicing these techniques, you will be teaching your body how to relax, even during stressful situations. These techniques and more are offered both in my on-line course and my Relaxation On-Demand software program. For more information go to www.stress-solutions.com

Cheers and Have a Happy and Stress-Free Holiday Season!

Nina

I was recently asked to write a piece on the role of the data center manager and what new strategies they may be employing to run their center’s at peak efficiency. The assignment was fairly straight forward and, being the president Encompass, I had the resources at my disposal. The submissions that I expected to receive were perhaps about consolidation, virtualization, and cooling strategies. What I received was the antithesis and thus became more like the “Seinfeld” episode, “The Contest,” where the lead characters were determining who was really Master of their Domain!
 
It’s up to you to decide the winners or losers in our Master of the Data Center ‘contest.’ In my humble estimation, they are all winners as they all made me laugh.
 
- When I worked for a consulting company, there was the customer who was relocating one site to another building. The customer’s main line of business required 24×7 Internet availability at this site, but the guy who was responsible for the data center planned only to shut down everything and have staff members load everything into their personal vehicles. He’d put it all back together in the new place, based on his recollections and a few notes. He hadn’t given much thought to power and cooling. He had no particular test plan, and no contingency plans. He hadn’t checked out the insurance and liability implications.
 
- Our data center manager determined that we had outgrown our UPS Room and decided to put an 80KW UPS outside in a parking garage. Does that make it a co-lot?
 
- I once worked at a place where the datacenter manager was, well, particular. Neither paper nor chairs were allowed in there. I am certain that many who had to spend long periods of time in there cursed him under their breath. 
 
-          Once called on a datacenter for a small education institution out in the middle of nowhere in Indiana. The previous datacenter guy had decided it was good idea to allow some sort vine type tropical plant grow across all the cabling and server infrastructure in the room. It looked like a jungle – a bad data center design would be having tropical plants in the room. As I pondered his motive, I guess he wanted to make it a ‘green room’ and considered the oxygen produced by the plants would be part of the cooling strategy.
 
- Our company, a very large government prime contractor, acquired a new back up generator for our data center. The electrician was instructed to wire it to the SAME power box as the data center. Duh?
 
- I know of a company that built a datacenter in the basement, directly below the men’s and women’s restrooms. After the first time there was a toilet overflow and water poured through the ceiling, management decided that the proper course of action was not to relocate the datacenter, but to suspended metal trays from the ceiling over every server to catch the water. Less than six months after the trays were installed, they had another overflow with a stuck valve that quickly exceeded the capacity of the trays in the datacenter and killed nearly every system in the datacenter. The next step was to modify the trays to have drain lines which were routed to the floor drains in the datacenter. Less than a year later heavy rains caused flooding that backed up into the datacenter through the floor drains. Since the same manager that selected the location also decided to save money by not having a raised floor, this too became a serious issue. Last I knew they were discussing building platforms under the systems to raise them above the apex of the last flood…..Once a bad idea, always a bad idea.
 
-          I used to work in a datacenter that was outfitted with emergency power off (EPO) switches on every wall. The corporate safety team decided that placing the clear plastic covers over the switches endangered the employees because it might delay them if they had to power off the room. About two weeks after the EPO switches were installed, an admin was picking up a box of printer paper that was sitting on the floor below an EPO switch, lost his balance and fell into the EPO switch head first. Not only did the datacenter power down, but the large plastic button broke, and left a nice gash in the employee’s head requiring stitches. The next day the safety team decided that clear plastic covers over the EPO switches were a requirement. OSHA where are you when we need you!
 
Alas, I did receive a few good basic strategies for effective data center management worth sharing as well.
 
- Always have a cable plan and map, in other words don’t do this…. http://kevinremde.members.winisp.net/images/yellow_wall.jpg?=rss
- Plan for redundant A/B power.  You may not have the funds to implement it, but have the racks prepared to accommodate.
- Facilities and IT need to be “best friends”.   You want the Facilities Team on your side when building or maintaining your data center.
- A disaster recovery plan is not a plan until it is tested.

Cheers!

Nina

I admit that I go to $tarbucks…a lot. First and foremost it’s because I like their coffee (house blend, please!) and second because I like going there to work. Now I’m not picking on Starbucks in particular. There are many public places, like Starbucks, where people go to work away from work. My favorite Starbucks happens to overlook a lake and creates a nice work-away-from-office environment. But I’m troubled by what I have witnessed in public places, like my Starbucks, and thus thought it would be a good topic to write about.

What’s troubling is that I still see people use their electronic devices carelessly like leaving their lappy for a quick bio-lap or calling in a client’s social to get them approved for a loan. Girl Scout’s honor, I have witnessed this. Hackers don’t need to be smarter, just patient, patiently waiting for these obvious lapses in judgment. But are they lapses in judgment or are they because we as humans are inherently trusting? Are the people who so trustingly use their devices in public culpable if there is a breech? Are the companies they work for liable?

I recently spoke with security expert and author, Bruce Schneier, for his opinion. Bruce says, “There’s plenty (of liability) to go around. But if a woman walks down the street in a provocative outfit, does she deserve to be violated?” I agree with Bruce’s points and just like in the case of the woman, one also has to be aware of their surroundings too. Social engineering by creating an environment of fear and lack of trust is brewing in the virtual world.  And without trust we lose the most fundamental element of a sustainable relationship.

Back to the beans. I’m honored that my fellow java junkies find me trustworthy enough to expose their corporate and personal secrets in my presence; but, I’m concerned that at the end of the day there are still people whose personal information is vulnerable to theft that don’t even like to drink coffee!  And while we serving blame here, I’ll order a grande cup of culpability for the Wi-Fi, computer, Internet/network companies who should be working closer together to ensure the safety of our information.