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  • Customer Experience Metrics That Matter Most

    - by Charles Knapp
    When customers contact your company, they don't ask to be deflected or handled or converted. They want to be satisfied. To improve the customer experience, you need more than traditional measures such as deflection rates, handling times, and conversion rates. In this new Oracle AppCast podcast, tune in to this conversation with me about customer experience metrics that you can use to grow your business. Would you like to learn more? Please join us at the one of a kind Customer Experience Summit at the Oracle OpenWorld Conference, October 3-5 in San Francisco.

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  • Aberdeen 10/25 Webcast: Service Excellence and the Path to Business Transformation

    - by Charles Knapp
    The uncertain economy has had a sustained impact on service organizations and processes. The impact has contributed to new complexities - new customer engagement channels, enhanced user and customer expectations, rapidly evolving technologies, increased competition, and increased compliance and regulatory mandates. Yet many organizations have embraced these challenges by investing in and transforming customer service to evolve, differentiate, and thrive under current constraints. What is their secret? Transforming Support Centers into Profit Centers According to the recent Aberdeen research report, “Service Excellence and the Path to Business Transformation”, service is now viewed as a strategic profit center at nearly 70% of organizations. As customers demand improved service, in terms of speed, efficiency and reliability, an organization's success has become increasingly dependent on optimizing the customer ownership experience. Those service organizations focused on providing easy, consistent, and relevant interactions across the customer lifecycle, including service and support delivery, are experiencing higher levels of customer acquisition and retention and are achieving better revenue and margin growth rates.  Don't miss this opportunity to learn how to transform to provide the next generation of service offerings. Click here to register now for the webcast and download a complimentary copy of this informative new research paper.

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  • 11/28 Webinar: How Marketers Are Crafting Customer Experiences

    - by Charles Knapp
    According to recent studies by Sirius Decisions and the CEB, 70% of the consumer buying journey is complete before a salesperson becomes involved. Business customers complete 57% of their buying journey without a salesperson. So, what are savvy marketers doing to stay involved in the customer journey?  Marketers are at the epicenter of turning "big data" into insights that are acted upon by the company and customers. Drawing upon social, transactional, and online behavioral insights, marketers are making customer interactions easier and more rewarding. Marketers are personalizing and innovating customer connections across new channels and devices, especially for interactions that span channels. Learn more about three key innovation strategies in an informative webcast sponsored by the Internet Marketing Association, University of California Irvine Extension, and Oracle on Wednesday, November 28, 11 am to 12 pm Pacific. Register today to learn from these thought leaders.

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  • Avoiding the Black Hole of Leads

    - by Charles Knapp
    Sales says, "Marketing doesn’t deliver enough qualified leads. So, we generate 90% of our own leads." Meanwhile, Marketing says, "We generate most of the leads. But, Sales doesn’t contact them quickly enough, while the lead is still interested." According to Sirius Decisions: Up to 90% of leads never make it to closure Sales works on only 11% of the leads supplied by Marketing Only 18% of the leads Sales accepts convert to opportunities Yet, 45% of prospects typically buy a product from someone within 12 months The root cause of these commonplace complaints is a disconnect between the funnels of marketing and sales. Unfortunately, we often see companies with an assortment of poorly integrated marketing tools. It takes too long and too many people to move the data around, scrub it, upload it from one system to another, and get it routed to the right sales teams. As a result, leads fall through the cracks, contextual information is lost, and by the time sales actually contacts a customer it may be too late. Sales automation alone is not enough. Marketing automation (including social) is not enough. Sales and Marketing must work together. It’s time to connect the silos of marketing and sales pipelines and analytics. It’s time for integrated Sales and Marketing automation. Integrated pipelines improve lead quality and timeliness. Marketing systems can track a rich set of contextual information about a prospect–self-disclosed information about interests, content viewed, and so on. This insight can equip the sales rep with rich information to make a face-to-face conversation more relevant and more likely to convert to the next stage in the sales process. Integrated lead to revenue (LTR) management provides end-to-end visibility, enabling the company to measure what is working. Marketing can measure its impact on revenue and other business outcomes, and sales can harness and redirect marketing investments to areas where they most help achieve sales objectives. It’s a win-win play. Marketing delivers more leads that are qualified, cuts cost per lead, and demonstrates a strong Return on Marketing Investment (ROMI). Sales spends more time with warm leads and less time on cold calls, achieves higher close rates, and delivers more revenue. Learn more by attending our Integrated Sales and Marketing session at the upcoming CloudWorld conferences. Or, visit our Sales and Marketing Cloud Service site for videos and other learning resources.

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  • Microsoft Offloaded Data Transfer (ODX)

    - by Charles Cline
    For all you admins and other technical people out there who have watched the Windows OS spool the data from network storage to your workstation and then back to network storage, watch for Offloaded Data Transfer (ODX).  I saw ODX at TechEd a few weeks ago and the data movement is primarily kept at the backend storage network.  EMC and other storage vendors are already posting about when they will have this functionality.Here's some information about it:http://msdn.microsoft.com/en-us/library/windows/desktop/hh848056(v=vs.85).aspxhttp://msdn.microsoft.com/en-us/library/windows/desktop/hh848056(v=vs.85).aspx

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  • Windows Azure AppFabric SDK - June CTP - Download issues

    - by Charles Young
    Microsoft has announced availability of the June CTP for Windows Azure AppFabric. See http://blogs.msdn.com/b/appfabric/archive/2011/06/20/announcing-the-windows-azure-appfabric-june-ctp.aspx. This is an exciting release and provides greater insight into where the AppFabric team is heading in terms of developer and management tooling. Microsoft is offering space in the cloud to experiment with the CTP, but this is limited, so register early to get a namespace! You can download the SDK for the June CTP. However, we ran into a lot of trouble trying to do this today. Whenever we followed the link, we ended up on the page for the May CTP. We found what appeared to be a workaround which we were able to repeat on another box (and which I reported on Connect), but then a few minutes later I couldn't repeat it. Just now, the given link appears to be working every time in IE, but not in Firefox!   Frankly, the behaviour seems random!   It looks like the same URL points to two different pages, and I suspect that which page you end up on is hit and miss. The link to the download page is http://www.microsoft.com/download/en/details.aspx?id=17691. If you end up on the wrong page, try again later and you may get to the right place. Or try googling "Windows Azure AppFabric SDK CTP – June Update" and following a link to this page. For some reason, that sometimes seems to work. Good luck!

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  • Oracle NoSQL Database: Cleaner Performance

    - by Charles Lamb
    In an earlier post I noted that Berkeley DB Java Edition cleaner performance had improved significantly in release 5.x. From an Oracle NoSQL Database point of view, this is important because Berkeley DB Java Edition is the core storage engine for Oracle NoSQL Database. Many contemporary NoSQL Databases utilize log based (i.e. append-only) storage systems and it is well-understood that these architectures also require a "cleaning" or "compaction" mechanism (effectively a garbage collector) to free up unused space. 10 years ago when we set out to write a new Berkeley DB storage architecture for the BDB Java Edition ("JE") we knew that the corresponding compaction mechanism would take years to perfect. "Cleaning", or GC, is a hard problem to solve and it has taken all of those years of experience, bug fixes, tuning exercises, user deployment, and user feedback to bring it to the mature point it is at today. Reports like Vinoth Chandar's where he observes a 20x improvement validate the maturity of JE's cleaner. Cleaner performance has a direct impact on predictability and throughput in Oracle NoSQL Database. A cleaner that is too aggressive will consume too many resources and negatively affect system throughput. A cleaner that is not aggressive enough will allow the disk storage to become inefficient over time. It has to Work well out of the box, and Needs to be configurable so that customers can tune it for their specific workloads and requirements. The JE Cleaner has been field tested in production for many years managing instances with hundreds of GBs to TBs of data. The maturity of the cleaner and the entire underlying JE storage system is one of the key advantages that Oracle NoSQL Database brings to the table -- we haven't had to reinvent the wheel.

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  • How can I deal with actor translations and other "noise" in third-party motion capture data?

    - by Charles
    I'm working on a game, and I've run into a problem with motion capture data. My team is using 3DS Max 2011 and trying to put free motion capture files on our models. The problem we're having is it has become extremely hard to find motion capture data that stays in place. We've found some great motion captures of things like walking and jumping but the actors themselves move within the data, so when we attach these animations to our models and bring them into XNA, the models walk forward even when they should technically be standing still (and then there's also the problem of them resetting at the end of the animation). How can we clean up, at runtime or asset-processing time, the animation in these motion capture files?

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  • Passoker Online Betting Use of Oracle NoSQL Database

    - by Charles Lamb
    Here's an Oracle NoSQL Database customer success story for Passoker, an online betting house. http://www.oracle.com/us/corporate/customers/customersearch/passoker-1-nosql-ss-1863507.html There are a lot of great points made in the Solutions section, but as a developer the one I like the most is this one: Eliminated daily maintenance related to single-node points-of-failure by moving to Oracle NoSQL Database, which is designed to be resilient and hands-off, thus minimizing IT support costs

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  • What Is the Experience Revolution – and Why Does it Matter?

    - by Charles Knapp
    Customer experience is how your customer perceives the sum of their interactions with your organization throughout their buying, service delivery, and ownership experiences. In our highly connected online, phone, social, and mobile interactions, it’s easy to lose a dissatisfied customer – who can readily dissuade future customers. Nevertheless, great brand experiences still deliver top margins and low-cost repeat business. The Experience Revolution seamlessly connects customer-facing interactions with employee-facing CRM transactions. While your organization has invested in some of these capabilities, how well do the pieces work for your customers? Is it time for your organization to join the Experience Revolution? We invite you to join Oracle President Mark Hurd for an incredible, educational evening on June 25, from 6:00 – 9:00 p.m. in New York City.  Attend to see and learn: What leading brands do to win over customers How to unlock the value of customer experiences The bottom-line effect of great experiences Why doing nothing is not an option

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  • Blueprints API for Oracle NoSQL Database

    - by Charles Lamb
    Here's an implementation of the Blueprints API for Oracle NoSQL Database. https://github.com/dwmclary/blueprints-oracle-nosqldb Blueprints is a collection of interfaces, implementations, ouplementations, and test suites for the property graph data model. Blueprints is analogous to the JDBC, but for graph databases. As such, it provides a common set of interfaces to allow developers to plug-and-play their graph database backend. Moreover, software written atop Blueprints works over all Blueprints-enabled graph databases. Within the TinkerPop software stack, Blueprints serves as the foundational technology for: Pipes: A lazy, data flow framework Gremlin: A graph traversal language Frames: An object-to-graph mapper Furnace: A graph algorithms package Rexster: A graph server

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  • Lining things up while using columns

    - by Charles
    I have a request that may not be possible. I'd like to line up the elements of a form so that the inputs all start at the same place: Name: [ ] Company: [ ] Some question with a long name: [ ] But my list is (somewhat) long and I would like to show them in multiple columns on screens that are wide enough. Ideally, I'd find a POSH method (table-free is semantically appropriate, I think) that works on a reasonable number of browsers. My current page uses a table. I tried CSS with columns: auto; -moz-column-count: auto; -moz-column-width: auto; -webkit-column-count: auto; -webkit-column-width: auto; but Firefox (at least) won't break a table across columns.

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  • If I intend to use Hadoop is there a difference in 12.04 LTS 64 Desktop and Server?

    - by Charles Daringer
    Sorry for such a Newbie Question, but I'm looking at installing M3 edition of MapR the requirements are at this link: http://www.mapr.com/doc/display/MapR/Requirements+for+Installation And my question is this, is the Desktop Kernel 64 for 12.04 LTS adequate or the "same" as the Server version of the product? If I'm setting up a lab to attempt to install a home cluster environment should I start with the Server or Dual Boot that distribution? My assumption is that the two are the same. That I can add any additional software to the 64 as needed. Can anyone elaborate on this? Have I missed something obvious?

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  • 'Unable to mount Filesystem' Error

    - by Charles
    Trying to extract data from a 'bricked' Western Digital MyBook Live 2tb drive. I came across a forum that advised to use Ubuntu (booted from a CD) on my Macbook. Managed to download and create a boot CD for Ubuntu (like this little operating system btw). Booted the machine with the CD and plugged the drive (which I had extracted from it's casing and placed into a external USB SATA case & plugged to the laptop). The drive is seen by Ubuntu but each time I click on the drive, it gives me the following error: Unable to mount 2.0 TB Filesystem Error mounting: mount: wrong fs type, bad option, bad superblock on /dev/sdb4, missing codepage or helper program, or other error In some cases useful info is found in syslog -try dmesg | tail or so I am new to this and spent quite some time searching this site to see if I could find a solution to this problem without troubling anyone. I came up with a few that came close but some of the questioners mentioned that they had lost data...which scared me from going further. I need to basically extract 1 particular folder from the drive. If I can get to mount this volume 'sdb4', there is a folder called 'My_Work' which I need to back up. The rest I have/had a copy of. When I typed in dmesg | tail...I got several lines..but I think ones that are relevant are: [ 406.864677] EXT4-fs (sdb4): bad block size 65536 [ 429.098776] hfs: write access to a journaled filesystem is not supported, use the force option at your own risk, mounting read-only [ 439.786365] hfs: write access to a journaled filesystem is not supported, use the force option at your own risk, mounting read-only [ 445.982692] EXT4-fs (sdb4): bad block size 65536 [ 1565.841690] EXT4-fs (sdb4): bad block size 65536 I read somewhere to try/check 'sudo fdisk -l /dev/sdb4'. It gave me the following result: Disk /dev/sdb44: 1995.8 GB, 1995774623744 bytes 255 heads, 63 sectors/track, 242639 cylinders, total 3897997312 sectors Units = sectors of 1 * 512 = 512 bytes Sector size (logical/physical): 512 bytes / 512 bytes I/O size (minimum/optimal): 512 bytes / 512 bytes Disk identifier: 0x00000000 Disk /dev/sdb4 doesn't contain a valid partition table This is where I reached and got frustrated and decided to try & get help on this without digging myself deeper into a hole! I understand that the answer may already be out there. If so, could someone please point me in the right direction. And if not, could someone please resolve (if possible) my situation!

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  • Can't boot from USB - 11.04 / Exopc

    - by Charles
    I can't find the answer to this anywhere. I am new to Ubuntu, please help! I have a wetab, except now I don't, because I put Ubuntu 10.10 over the top of it (meant to dual boot, but that's another story). I upgraded to 11.04 out of curiosity. It's good, but not for touchscreen tablets - no multi touch for example. I want to get back the wetab OS now. I have all the files, and I have a bootable gparted USB stick. The problem is I can't seem to boot from USB. The "wetab" PC is actually an ExoPC, so it has only the hardware button and a soft button in the top corner. Using the wetab OS method of reaching BIOS with the hard and soft buttons doesn't work now, I only get a menu asking if I want to run Ubuntu in recovery mode, run a limited command line, or do a memory check. I need to either repartition the drive so I can dual boot with WeTabOS, or just wipe over Ubuntu and start again. How do I do this? I have also tried hammering F11, Del, F8, F1, many other combinations! Edit: I do have access to USB keyboard and mouse

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  • Is Apple getting out of the general purpose development platform business?

    - by Charles E. Grant
    I've been doing general ANSI C/Console C++/Java/Web development on Mac hardware for about ten years. I make no claims of objective superiority over other platforms, it just satisfies my personal tastes. With the success of the iPhone and the related App store there was some speculation that Apple would get out of the general purpose computer market, and become a closed software ecosystem, focusing on consumer appliances. I pooh-poohed the speculation at the time, but this week Apple announced that a) they were opening an App store for the Mac, b) Java applications would not be eligible for the App store, c) the Apple JVM was being deprecated and might not be available for future releases of OS X. I'm not a Java developer per se, but I work in a research lab that occasionally writes Java applications, and also depends on tools written Java. This has the potential to be a huge pain in the butt for us. As of now, there is no other JVM for OS X that we can point our end users to. Soy Latte and OpenJDK might be appropriate for developers, but the complexity of the installation makes them inappropriate for end users. Eventually I expect Oracle/SUN will produce a replacement JVM for OS X. More worrisome to me is that Apple used to specifically advertise that it was an excellent platform for scientific development, because they supported all major language platforms. Is the deprecation of their JVM a sign that this market no longer interests them?

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  • 11/28 Thought Leaders Webinar: Marketing Strategies for Great Customer Experiences

    - by Charles Knapp
    With the growing use of mobile and social, it's tempting to bolt on these new channels to existing processes. However, that piecemeal approach may not lead to satisfying customer experiences or solid returns on investments. Furthermore, the volume of information businesses have access to is growing exponentially. Is this leading to better business insight and customer experiences? Join the Internet Marketing Association, The University of California at Irvine, and Oracle as we discuss marketing strategies that will help your customers have better experiences with your brand. You'll learn effective strategies for harnessing the power of "big data" to know more and understand your customers better, empowering customers and employees to make every interaction easy and rewarding, and adapting the customer experience to connect and engage effectively with each customer. Our speakers are Melissa Boxer, Vice President of Product Strategy, Oracle Cloud and CX Applications, who is a conference keynote speaker on integrated social marketing and loyalty analytics, and Dean Abbott, CEO of Abbott Analytics, who is a thought leader in commercial predictive analytics. This learning opportunity takes place on Wednesday, November 28, 11 am to 12 pm Pacific. Register today to learn from these thought leaders.

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  • Change A-Record in Hetzner Konsoleh

    - by Charles
    I am a Hetzner level 19 shared hosting client and would like to change the A-record for my domain. When I log in to konsoleh, I see which IP-address it points to at the moment, but not where I can change it. Does anyone know how to do it? Thanks! Solution I called Hetzner support. It was because I had to log in with my client id, not with my domain. Then I could just click on the A-record and edit it.

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  • Windows 8 for productivity?

    - by Charles Young
    At long last I’ve started using Windows 8.  I boot from a VHD on which I have installed Office, Visio, Visual Studio, SQL Server, etc.  For a week, now, I’ve been happily writing code and documents and using Visio and PowerPoint.  I am, very much, a ‘productivity’ user rather than a content consumer.   I spend my days flitting between countless windows and browser tabs displayed across dual monitors.  I need to access a lot of different functionality and information in as fluid a fashion as possible. With that in mind, and like so many others, I was worried about Windows 8.  The Metro interface is primarily about content consumption on touch-enabled screens, and not really geared for people like me sitting in front of an 8-core non-touch laptop and an additional Samsung monitor.  I still use a mouse, not my finger.  And I create more than I consume. Clearly, Windows 8 won’t be viable for people like me unless Metro keeps out of my hair when using productivity and development tools.  With this in mind, I had long expected Microsoft to provide some mechanism for switching Metro off.  There was a registry hack in last year’s Developer Preview, but this capability has been removed.   That’s brave.  So, how have things worked out so far? Well, I am really quite surprised.  When I played with the Developer Preview last year, it was clear that Metro was unfinished and didn’t play well enough with the desktop.  Obviously I expected things to improve, but the context switching from desktop to full-screen seemed a heavy burden to place on users.  That sense of abrupt change hasn’t entirely gone away (how could it), but after a few days, I can’t say that I find it burdensome or irritating.   I’ve got used very quickly to ‘gesturing’ with my mouse at the bottom or top right corners of the screen to move between applications, using the Windows key to toggle the Start screen and generally finding my way around.   I am surprised at how effective the Start screen is, given the rather basic grouping features it provides.  Of course, I had to take control of it and sort things the way I want.  If anything, though, the Start screen provides a better navigation and application launcher tool than the old Start menu. What I didn’t expect was the way that Metro enhances the productivity story.  As I write this, I’ve got my desktop open with a maximised Word window.  However, the desktop extends only across about 85% of the width of my screen.  On the left hand side, I have a column that displays the new Metro email client.  This is currently showing me a list of emails for my main work account.  I can flip easily between different accounts and read my email within that same column.  As I work on documents, I want to be able to monitor my inbox with a quick glance. The desktop, of course, has its own snap feature.  I could run the desktop full screen and bring up Outlook and Word side by side.  However, this doesn’t begin to approach the convenience of snapping the Metro email client.  Consider that when I snap a window on the desktop, it initially takes up 50% of the screen.  Outlook doesn’t really know anything about snap, and doesn’t adjust to make effective use of the limited screen estate.  Even at 50% screen width, it is difficult to use, so forget about trying to use it in a Metro fashion. In any case, I am left with the prospect of having to manually adjust everything to view my email effectively alongside Word.  Worse, there is nothing stopping another window from overlapping and obscuring my email.  It becomes a struggle to keep sight of email as it arrives.  Of course, there is always ‘toast’ to notify me when things arrive, but if Outlook is obscured, this just feels intrusive. The beauty of the Metro snap feature is that my email reader now exists outside of my desktop.   The Metro app has been crafted to work well in the fixed width column as well as in full-screen.  It cannot be obscured by overlapping windows.  I still get notifications if I wish.  More importantly, it is clear that careful attention has been given to how things work when moving between applications when ‘snapped’.  If I decide, say to flick over to the Metro newsreader to catch up with current affairs, my desktop, rather than my email client, obligingly makes way for the reader.  With a simple gesture and click, or alternatively by pressing Windows-Tab, my desktop reappears. Another pleasant surprise is the way Windows 8 handles dual monitors.  It’s not just the fact that both screens now display the desktop task bar.  It’s that I can so easily move between Metro and the desktop on either screen.  I can only have Metro on one screen at a time which makes entire sense given the ‘full-screen’ nature of Metro apps.  Using dual monitors feels smoother and easier than previous versions of Windows. Overall then, I’m enjoying the Windows 8 improvements.  Strangely, for all the hype (“Windows reimagined”, etc.), my perception as a ‘productivity’ user is more one of evolution than revolution.  It all feels very familiar, but just better.

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  • Huge company wants my domain name

    - by Charles Marsh
    Not sure if this is the right place to ask but I'll give it a go. I simply require a little advice; A very large hosted e-commerce platform emailed me a while back and basically asked me to transfer my domain name to them. They made no offer but simply said 'why not change your domain to xx - xx instaead of xxxx' Not they own all the equivalent names in .com, .org all of them apart from my .co.uk I am a registered partner of theirs and my website is a portfolio of all my themes but I also get a lot of enquires through it. I had heard rumors this company is opening an office in the UK! I'm right in thinking I shouldn't just roll over right? I've put some much effort in to SEO and building my reputation... I can't just give it up surly?

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  • Does "Ubuntu for Android" (12.04) work with the Samsung Galaxy S2?

    - by Charles Hadeed
    I'm trying to buy a new Android phone and I own an Ubuntu 12.04 computer... I have the choice of a Google Galaxy Nexus, Samsung Galaxy S2, and a HTC Sensation XL. I am aware that the HTC already works with it but i would prefer to buy the samsung. I already have the phone hardware specifications and have checked but i am not sure with the samsung or the nexus. So which of these phones work for Ubuntu 12.04's 'Ubuntu for Android' feature?

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  • Image captions and wrapping [migrated]

    - by Charles
    What's the best way to add a caption below an image? The image and its caption will be floated right, and the text on the caption needs to wrap -- a 200x200px image shouldn't have a caption of width 800px. I would strongly prefer a solution that allows me to update images (with different widths) without changing the CSS or markup. For reasons beyond my control the image itself will also be floated right, but this should not be too problematic.

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  • Calling Knowledge Workers: Make a Difference in the User Experience

    - by Charles Knapp
    Do you consider yourself a knowledge worker? Do you have ideas of how to make CRM software work smarter so you don't have to work harder? The Oracle Middleware User Experience team will be conducting customer feedback focus groups at Oracle OpenWorld, October 1-3. All it takes is a couple of hours or less for us to learn from you. Customer participation helps Oracle develop outstanding products and solutions. Knowledge workers of all types are invited to participate: Finance, Sales, Human Resources, Marketing, Recruiters, Budget Managers, Project & Product Managers and more. To participate in these sessions you do not have to be registered for Oracle OpenWorld. If you or someone you know is interested in participating, please email muxtesting_us at oracle.com with your name, company, job title, work and mobile phone numbers with country code, and email address.

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  • BumbleBee / getting Nvidia 310.19 Drivers to Work | 12.10

    - by Charles Mynard
    Asus U31JG - A1 Laptop: -Intel Core i3 -Nvidia 415m / Intel HD Graphics ( Optimus Technology ) Hello, I have been trying for about 3 weeks now to get any kind of Nvidia driver to work, and now am determined to get the 310.19 driver to work. I have tried numerous times of which either nothing happened or my interface ( menu bars, the top and left bar on desktop, and the ability to close a window) would disappear. Apparently I'm not making the connection on how to get these to install properly. I have tried numerous other posts and websites and attempted "bumblebee" to no avail. I am wondering if anyone can write a step by step guide of commands that I need to run in terminal to get this to work. I've had to reinstall 12.10, so if you could walk me through the process of getting the drivers downloaded and installed, I would greatly appreciate it. I barely know what I'm doing, and this is quite a turn off for someone new to Ubuntu, I really want to enjoy it but this is preventing me from committing. Thank you in advance, and I apologize for being so flustered / helpless with this but I have ran out of patience with this.

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  • The Path to Best-In-Class Service Business Performance

    - by Charles Knapp
    What would it matter to offer your customers best-in-class service and support experiences? According to a new study, best-in-class companies enjoy margins that are nearly double the average, retain almost all of their customers each year, deliver annual revenue growth that is six greater than average, and realize cost decreases rather than increases! What does it take to become best in class? Some of the keys are: Engage customers effectively and consistently across all channels Focus on mobility to improve reactive service performance Continue to transition from primarily reactive to proactive and predictive service performance Build the support structure for new services and service contracts Construct an engaged service delivery team Join the Aberdeen Group, Oracle, Infosys, and Hyundai Capital as we highlight the key stages in the service transformation journey and reveal how Best-in-Class organizations are equipping themselves to thrive in this new era of service. Please join us for "Service Excellence and the Path to Business Transformation" -- this Thursday, October 25, 8:00 AM PDT | 11:00 AM EDT | 3:00 PM GMT | 4:00 PM BST.

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