Author: William Gallagher

Minimise support delays

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This is not the way it should be, but it is the way it is. So far this year I have had three issues with companies where things weren't done or went wrong and each time the solution has been the same. Bollocks to their own support systems.

Use them, sure. If you can find a customer support email on the site – and well done if do, they are always hidden – then send them a message and start a clock. Each of the three I had problems with claimed some quick turnaround; I think two of them promised 24-hours and in one case I was specifically paying to get that speed.

Doesn't matter. Doesn't work. If they say 24 hours, leave them for a day and get on with anything else you can do. Then on hour 25, hit social media. Obviously you're always going to be polite but actually, there is such a thing as weaponised politeness. If you're a nutter in twitter, nobody notices and nobody cares. But if you're calm, rational and stating how a firm has failed, that gets you support immediately.

Seriously, immediately.

I was doing this across twitter, Facebook and Google Plus for one recent issue and before I'd finished, I had direct messages from support teams. Two of them.

One of the cases is still ongoing and as much as I understand that problems happen, this one enrages me because it is entirely the firm's mistake and they've accepted that. But I'm still having to pursue it.

Still, I have got human contact there now because I went public. And the other two issues from another two firms are resolved.

So while your instinct and assumption and normal reaction is to contact a firm's support, don't see it as a reasonable thing to do and definitely don't assume it will work. Instead, the email to the firm's support is step one and you are going to be taking step two in public.

It's tedious and it's aggravating and it is a waste of time, but as long as you know it's the way things have to go, you can schedule it and hopefully get on with something else. You've had the support email where they say they're escalating your problem: that's all you're doing to. They get their shot at fixing it privately, then you escalate it through social media.

I don't like this, I loathe complaining about things that I know are just happenstance but since they're happenstancing to me and they have to get sorted, I now have to be the one to get them sorted. And the way to do that is as quickly and thoroughly and widely as possible.

I wanted to say this to you because the third of these businesses is making me eat my desk in madness but I know I'm not alone. Take a look at this blog from writer and artist Gigi Peterkin who looks at it from an American angle.

Brainstorming with a point

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I've been in a fair few brainstorming sessions in my life but, hand on heart, I don't remember any of them being useful. They were sometimes done solely so that someone could say that they'd done them – businesses, eh? – but, seriously, nowt. Nothing. Consequently I don't believe I have ever willing stormed my brain for my own work but maybe, just maybe, I will now. I'll try it, at least. Because:

The ideas generated through this process work because the goal isn’t to simply come up with good ideas, it’s to come up with ideas that can move. Head over to Inc.com to catch all seven steps of the process and then try the process on your own or with your team.

That's 99U recommending that we go to Inc.com. Let's nip over there now.

Two updates for Launch Centre Pro

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The new: Launch Centre Pro's iPhone version has some twiddles including a new keyboard – and there's now an iPad version.

The links: Launch Centre Pro for iPhone, Launch Centre Pro for iPad (they're not the same)

The cost: the new iPad version is £5.49 and the iPhone one is £2.99.

The rest: the point of LCP is that you can pile a bunch of buttons into one spot on your iOS device and with a tap at least open applications quickly. That's enough for many people but really it's not for launching apps per se, it's best for making those apps do something. So, for instance, I have long had a button that fires up OmniFocus and enters a task. Rather than find OmniFocus – though, look, it's right there on my front page, where else would I put it? – and then open it, then tap to add a task, I can be just right in there typing. In, out and gone faster than OmniFocus itself is.

Or rather, was. I've been noticing that OmniFocus 2 for iPhone running on iOS 7 is usually as quick to enter a task as Launch Centre Pro is. Enough so that I keep going straight to OmniFocus instead of LCP.

Right now I am havering over whether LCP earns its keep on the front page of my iPhone. Right now, probably not. But if I relegate it to any other page then I will simply never use it because it will never be quicker to go via LCP.

But if it's of use to you and if I regain my habit of using it myself, Launch Centre Pro is a good application. And now it has added a new keyboard designed to make typing faster. I've not tried it. I may be the only person in the world who can type just fine on the iPhone, but I can so I do and have never even looked into this one.

Whereas I did soon and fairly often look to see if there were an iPad version of Launch Centre Pro. I reckoned I could do something with that and TextExpander to create a quick way of logging sales. But I couldn't because there was no Launch Centre Pro for iPad.

And now there is.

Same idea, same use and for me the same question of whether I'd use it or not. So far while I'm thinking about the iPhone one, I haven't dropped six pounds on its iPad cousin. But I do go in cycles with this app, I may well be back.

Feel great about reading this

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Tell yourself you can have a treat afterwards. If I could get it to you, there is a biscuit here with your name on it. And doubtlessly you can find or think of many treats and rewards for yourself – and this is reportedly one way to get yourself to do stuff.

…my father created a system of small rewards to help me get through schoolwork. The fundamental basis of the system is counter-intuitive: If you want to get five tasks done, my father always said, first find five additional but enjoyable tasks to do.

Sidin Vadukut writing on Quartz. He makes it sound there as if you have to reward yourself with another task and I like the way that works but he's speaking more broadly than that. He's saying that you can, for instance, research something you're interested in buying. That could be your treat for doing the horrible thing. It doesn't have to be caffeine- or sugar-related.

You can read his whole piece with good and strong arguments here and I must also tip my hat to the 99U site which spotted this.

My only thing against it, really, is that I can see myself ballooning up under the amount of tea or chocolate biscuits I'd end up eating. Actually, that's one serious concern but my only other thing against this is that sometimes it's good to do lots of bad things. If I have a lot of calls to get out of the way, I will do them better and faster by just whacking through the lot one after another. If I stopped between them, for any reason, I would find it just a bit harder to pick up the phone again.

I have to fool myself into cold phone calls so perhaps that's just a weakness of mine. I'll think about this.

Elite Death Squirrels

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Sometimes… look, The Blank Screen is about being creative and productive, most especially for writers but also for normal people too. Consequently, you will always find something here that is meant to help you get more things out of the way so you can get on with writing.

But sometimes, you just have to say bollocks to productivity.

I'm having an odd day where I think I've got to go to a meeting later and I know I have to get through a lot of jobs before I can leave. So I sat down at 05:00 and I began doing Serious Jobs.

And at about 05:01 I wrote this: “I was forced to do it by Elite Death Squirrels”.

By 07:00 I had a thousand words of a story that I doubt I'll ever be able to use anywhere. It certainly doesn't fit any of the pitches I'm doing this month. But it's done, I like it, it's here, and if I now have to run out into the snow without everything else done, well, bollocks to productivity.

Sometimes.

Review everything so you don’t have to see it all

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Yesterday's post about reviewing one's Evernote notes each day got me a message about how OmniFocus rocks reviews. It does. I even said so. In fact, I said it was because I'd felt the huge benefit of reviews in OmniFocus that I was going to give this similar Evernote one a go. But I didn't say what OmniFocus's review is.

I'm not sure I've even said what OmniFocus is. That's rare. Usually you can't shut me up about this software. It even comes up in my otherwise application- and platform-agnostic book about productivity for creative writers, The Blank Screen (UK edition, US edition)

Songs will be sung of the day I finally shut up about it. OmniFocus is a To Do manager but as I'm sure I've said before, that's like saying War and Peace is a stack of paper with some ink on it.

So, you may guess, I'm a fan. Rather than fan on at you about it now, though, I want to make sure we're clear on what a review is in this context. If you have OmniFocus, great. If you can get it – it only runs on Macs and iOS so Windows and Android users are out of luck – well, that's great too. But if you don't have it, you can still do this part.

Maybe not so well.

Actually, no, there's not a maybe about it. OmniFocus does reviews really well, most especially in the iPad version.

But you can and even more than I would go on at you about OmniFocus, I would go on at you about reviews.

Here's the thing.

Right now I have several hundred tasks in my To Do manager, arranged in probably a couple of dozen different projects. Everything I ever have to do, everything I ever think of gets chucked into OmniFocus. Now, many of them never get done. If it occurs to me, I'll add it to OmniFocus and think about it later. When that time comes, often I've done the thing already. Very often I'll find it occurred to twice so it's in there twice. And fairly often I'll look at it and decide no, I'm not going to do that.

But otherwise, it's all in here and it's all live.

Except.

I have a busy day today and OmniFocus is showing me 24 things. Just 24. Actually, hang on… I see I've done four of them this morning. Okay, that's 20 left. But as much as 20 is, it's nowhere near as much as several hundred. I can completely forget all the rest of them, I can pretend they don't even exist and because I do that, I am doing these twenty – wait, just remembered another one I've done, it's now 19 left – I am doing these 19 at a clip.

That's nice for me.

But the reason I can do it all is that OmniFocus is hiding the rest until I need them. And the reason OmniFocus can do that is because I review regularly.

On Mondays, Wednesdays and Fridays I open up OmniFocus and check every task in every project. If you think ticking one thing off as done is good, imagine how great it was just now ticking off five or doing a review and seeing you've already done thirty tasks. I look at every task and if it isn't done yet, I have a ponder about why. Do I need to do something else before I can get that done? Fine, add another task. I rattle through these remarkably quickly and at the end I still have the hundreds of tasks but I know what they all are.

And most importantly, I know they're being dealt with. Those things I have to wait for Bert to call me back, they'll wait there until he rings me or I chase him. Those things I know I have to do on Tuesday, I'll see the list on Tuesday and not before.

You end up trusting your system, whether it's OmniFocus or anything that works to David Allen's Getting Things Done ideas (UK edition, US edition). And that trust is amazingly liberating. Knowing that you list is only showing you what you need to know now, it means that the list is doable.

And that means you do it.

This is one of the key things that makes a To Do list something I use rather than hide away from. And it's just this simple idea of a review.

Seriously, you don't need OmniFocus to do this. But, seriously, OmniFocus could just be the finest piece of software I've ever used and it is certainly the one thing that has made me productive. You'd think they were paying me.

A good idea for Evernote users

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I'm going to be doing this from now on. Writer Jamie Rubin takes the idea of reviews from Getting Things Done and applies it to his use of Evernote:

I spend maybe 5 minutes on this a night and it helps ensure that I recall what came into Evernote that day, and gives me an opportunity to review it and process it in some tangible way.

The reason I'll do this now is that my Evernote inbox currently has 240 notes in it and while a lot are still in play, many can be squirrelled away and I want to. I'm not sure why I want to: there is no reason I can't just let the inbox fill up forever yet I am compelled to sort it out a little bit. Last night I had a look, saw this mass of notes, started dragging a few to notebooks, got very bored, gave up.

But just as I know I feel better when my email inbox is empty, I know I'll feel more in control if I do that with Evernote too. Plus, my beloved To Do manager OmniFocus has an inbox and you get into the habit of firstly chucking anything and everything in there, then later parcelling it out to different places. This task is one for the Writers' Guild, that one's for a particular project. This one has to be done on Wednesday but with that one it doesn't matter when I do it, it's just got to be done.

There is definitely a psychological aspect to this in that I feel better when the inbox is empty and all my tasks are off in their corners. But there is also a demonstrable practical effect in that it means on Wednesday I know I will see that task I need to do. I won't have to think about it at all on Monday or Tuesday, not even for the pixel of a second it would take to see it in the list and think no, that's not for today. It's gone until I need it. Equally, I have a project I've got to look at on Monday this week and I can just open up that project in OmniFocus and know that I'm seeing everything to do with it.

So keeping on top of stuff like this is demonstrably useful in OmniFocus, it feels psychologically useful in my Mail, I'm confident it'll work for me in Evernote too.

Read the whole of Jamie Rubin's piece here.

Snap review: Sky Fibre

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Get it.

Is that snappy enough, do you think? I think you need a little more, you need a link to follow. So let’s say my snap review is this: get it.

Sky Fibre is ultrafast broadband and that link will tell you more about it plus let you check whether it’s on your area. Take a look at BT Infinity too. It’s the same or similar and you may find that only one is available to you. I had a recurring task in OmniFocus for a year that prodded me to check whether BT Infinity was yet available to me and though it isn’t, it was on one of those regular prods that I found Sky Fibre had come.

I’ve always had very slow broadband so if yours is already nippy, maybe you won’t notice the difference so markedly. For many years, I would get calls from different broadband suppliers saying they could get me something like 10Mb/s and I’d go yeah, prove it. They’d type something and go Oh. And I’d say yeah. Tell me about it.

My house is about as far away from the nearest telephone exchange as it is possible to be without actually being on the next exchange along. And that distance, whatever it is, has crippled my broadband.

On a good day, when the wind is in the east and I am the only person on the street using broadband, I could get up to a dizzying 3.6Mb/s. More typically, I got 1.7Mb/s and pitying looks from friends.

We’ve now changed to Sky Fibre and at this very moment we have two Macs, two iPads and two iPhones working away online and my speed here is 20.13Mb/s.

I tell you, it is like when we went from dialup to broadband.

So, seriously, get it.