Tom Reynolds

As part of my work as the media manager for the Australian Rally Championship, host of Holden Racing Team TV and tech guest on ABC Sydney, I needed a mobile data solution. After asking about, I decided the Sierra 301 on a prepaid plan would be best as I would bill clients on work weekends and then when the key was not in use, I would not pay. Simple.

So I went to the Chadstone Telstra shop and bought it- with 6 gig as it was coming into F1 and Rally rounds back to back. There were concerns (noted below)- such as the paperwork I had to sign (dealer Kurt S: “That’s the form for all new accounts- pre and post paid”) and the fact that the prepaid software I was using did not show me usage and remaining usage. But it all worked just fine. Coverage wonderful, speeds ludicrous and it was frankly the perfect purchase.

The inability to see my data usage was annoying. The button that was suppose to show me said usage was not working (aka “greyed out”) and that worried me as I did not want to run out when streaming an event or sending out a presser etc. I reached out:

My first tweet for help!

Then I got a bill. That was weird after all, I had paid a lot for the product plus the extra 6 gig. A simple mistake surely?

So I rang Telstra, then  Tweeted some more and it’s never been sorted out. The bills were being zero balanced, but I wanted it fixed.

No action still

After some months waiting for the situation to be put right, I have now lost my rag with Telstra. I just got off the phone with a woman who I told “take ownership of this” after she, like many more before her, wanted to palm me off once again. She asked me my story again and wanted to send me off to pre paid data. Then she said “You need to go to the shop.”

Chadstone T-Store is 45 minutes away and I am not going anywhere to fix their mistake! How is getting me to fix their error an incentive for Telstra and Telstra staff to try? Without consequences for failure there can only be inaction.

I had already sent them an email as follows:

There was a fundamental error with the way this was provisioned from the start.

I bought a pre paid USB data service. I paid for 6 gig in advance. I received a bill out of the blue and was told that an error had been made by some and told that it was no an error by others. Here’s the issue – The software I have to run it (screenshot attached) is for prepaid services.

The interface for my USB 3G stick

• You can ONLY buy this product (Sierra 301) as a prepaid device. See: http://www.telstra.com.au/bigpond-internet/prepaid-wireless/get-started/index.htm There it is- I have attached back and front pics for you.
• I keep getting bills for post paid when I did not sign up for post paid.

When I bought it at the Chadstone Telstra shop the sales guy made me fill out a form. I noted: “This is for post paid” and he said “it’s the same form, we just need your details.” There was NO indication what data post paid plan I was on on my “contract” as I did not sign a contract. I am prepaid.

You had a deal at the time to get 6 gig prepaid at reduced rate  but it was something like $60 for 6 gig introductory. I paid $150 for the prepaid USB + $60. $210 or thereabouts.

The only reservation I had at the time was that he made me use a different SIM (I still have the old one) to the one that came with the stick.

It would appear that an honest error was made, or a deliberate deceit to make me go to post paid when I clearly asked for pre paid. I could not access (through the software) my current usage- to work out how much I had used/had left. This was not sorted to my satisfaction at all. The software does not show what I have used- the button for that is not functional/greyed out.

Scott from your dept is across this, but has been unable to sort it out.  He has zero balanced my account previously in recognition of this issue, but no long term fix has been found. I am not calling prepaid, post paid or anyone to sort this. It’s not my mistake.

What I want

• To be on prepaid as I requested originally and multiple times since.
• 6 gig provisioned onto the account with 90 days expiry as originally requested and as a show of goodwill.
• To get on with it.
• If this requires me to visit a store, get a new SIM or jump through more hoops I will do it. (note: I will not do that anymore- they have messed me around too much AND cut me off)

What I don’t want:

• Another bill
• Another bill reminder
• Another month to go by with no action from Telstra
• Any interruption to my service-(note: it has been cut off and I am off to Rally SA in two days) I am in Darwin this weekend for the V8s and we use the USB key to stream live coverage. If you cannot fix this with a flick of the switch, then we need to work out a time to do it as I work nearly every weekend streaming live coverage from motorsport events.
• Any fee associated with fixing your error.

Regards
Tom

Today the service was cut off. I am so over Telstra at the moment.

Here’s the Twitter Direct Message stream (bottom up!)

Check out how long it has taken.

This isn’t social media failure, its just failure.

I am going to talk about Telstra tonight on the ABC in the context of the NBN. Telstra are set to switch off their copper network and throw their lot in with the NBN roll out. Renai LeMay says this will “seal Telstra’s doom” as the deal will:

…transform the fundamental nature of Telstra’s business, changing it from an engineering company which primarily builds and operates telecommunications networks into a retail service provider focused on delivering the best customer service and value-add products in Australia’s telco sector.

As he points out- this is not what Telstra does.

In the end all Telstra will be able to do is offer bundles: NBN based products, Next G products and IPTV/Cable TV all rolled up into one exorbitant price. They will then need to back that with good customer service.

And based on my experience, their wireless broadband after sales service is not going to save them. Perhaps they are doomed‽

I’m just about over YouTube. I uploaded this complete with a mashup and they immediately warned me that I was in breach of something or other. I am sure the soundtrack will be removed soon.
Wouldn’t it be better to have an ad for the song in question with a link through to iTunes to buy it? That’s a business model. Honestly, the sooner the record companies all go broke, the better. They absolutely deserve it.

Anyway. Robbie Maddison at Albert Park, jumping over the main sign:

DO check it out in HD here.

And this little vid. I felw down to Burnie, Tasmania in a lil Saab turboprop 30 seater. I pulled ou the new Panasonic FT1- a hand held point and shoot that has a movie mode- and shoots in HD. The results are pretty pleasing:

Also worth checking out in HD

I’m really pleased to announce that from this Thursday the 18th February at 8:20pm I will be on ABC 702 (NSW) with Mr Robbie Buck discussing trends in tech, web and related.

This is set to be a weekly segment, but naturally they want to see how it goes before locking in a more permanent spot.

I’m very pleased with this new gig as it represents a small, but important shift in my career- from motoring to technology. Tech is one of my passions, but it’s broadcasting that is my abiding passion.

This segment has come about thanks to @Stilgherrian who lined me up an initial spot a week or so ago to simply have a chat with Robbie about Social Media.

It would appear that first quasi segment went rather well.

It’s the end/start of the year and that can only mean mashup season. I’ve been listening to the following almost exclusivley and I honestly cannot think of a better “mash of mashups” (if that’s the collective noun?)

• The Kleptones: Uptime/Downtime.
  Here I was thinking that “24 Hours” would be known as The Kleptones high water mark! At the time of the release,  24 Hours was unique- a concept mashup album. While I’ve only had one full listen to Uptime Downtime, I can honestly say I have never enjoyed a mashup album this much. While jogging with headphones on, I found myself yelling “Oh shit yeah!”at some of the mixes. “Eric Kleptone” is an absolute master of the mashup.
• Best of Bootie 2009.
  At any other time, this would be the highlight of my summer- but it’s been shaded slghtly by The Kleptones (who appear on this anyway!).  If you don’t like Lady Gaga, I suggest you steer clear. (Though the whole nature of a mashp is to turn two so-so songs into a new diamond)
• Team 9 vs Stereogum- Mysplice 4.
  “Australia’s own”, Team 9 from Perth was responsible in part for the classic “American Edit” remixing Green Day’s “American Idiot” (Google it!). This fourth in the Mysplice era continues a fine tradition of excellent mashup work.
• Culture Bully Presents: 2009 Mashed.
  Though he’s just announced a hiatus, Chris De Line‘s Culture Bully site has still taken time out to release a 2009 retrospective of the best mashups. Go check it!

So there you go- some hours of mashup delights await you.

The age old problem for my (and every) Xbox 360 is heat- or the abundance of heat and how that invariably helps bring about the three red rings of death.

I’ve pondered this issue as my Xbox has not only gone RRoD twice, but lives in a slightly cramped TV cabinet.

So, I went the hack. Initially I got a USB plug, cut it and ran the 5v to a 150mm PC fan.My theory was that the 12v fan running at 5v would run slow and quiet, yet deliver what was required- heat exhaust fan.

But the Xbox 360 sprung a little suprise. When it’s off, the rear USB plug is still live- all 5volts! So the fan would not go on and off when the Xbox was on/off.

Change of plan. I rummaged through my geek drawers and ound an old 12v transormer and wired that to the fan. Found some left over heat shrink and got it done- no solder coz I’m lazy.

Next, I pulled out an unusedspecial power board. It has a mastersocket that, when drawing current, activates four other sockets. When it drops in current draw (ie is turned off), the four other sockets are switched off. IT’s designed for PCs with peripherals like a printer, speakers, external hard drive and monitor.

Here it is:

The red circled power socket controls the four to the left of it. When it is drawing current, they are on. When the master stops drawing current, the slaves are turned off.The red circled power socket controls the four to the left of it. When it is drawing current, they are on. When the master stops drawing current, the slaves are turned off.

With the fan done, I then cut a hole in the back of the TV unit. This is a bit tricky as is is shy of the edges and getting the jigsaw into the edges is rather tricky. So I used a hole saw to get it as high as practical (heat rises!) and used the jigsaw and a round file to tidy it up. I was not too fussed about a perfect circle as the fan is not in view. Some folks might be anal, just not me.

Used the hole saw to get it well started.

As I am both lazy and ill equiped, I get a black texta to edge the fan hole so that it’s not visible from he TV side.

Hide the raw wood with a black texta!

Ok that done, I drill the holes and bolt the fan in situ. I do not like self tappers in this circumstance as they will not only poke through the thinwood, but also not have enough bite and bolts are “nicer”.

The fan bolted up and ready to go

Note the existing semi circle hole for the cables is now covered with a flap of gaffa tape. This is to reduce the air going in though the cable hole only to be sucked out though the fan. I want the air from the room to be sucked past the Xbox and peripherals to cool them.

And here it is done:

The Xbox on small risers with the fan ready to go.

Now when the Xbox 360 is turned on, the 12volt transformer also turns on and sucks warm air out of the cabinet.

Xbox and Netgear Stora with a modem/router behind the Stora. The fan will come on when the Xbox is switched on. The temperature actually drops when the Xbox is on.

WIN!

More pic here.

I do so love my gadgets- and finally I’ve found one that works brilliantly with the home network, the Xbox 360, any iPhones connected to the network and to any browser connected to the net. It’s the Netgear Stora. It handles all media, documents and backs up any PCs on the network.

I bought it via Shopbot and got it bloody cheap…

I won’t apologise for being a bad blogger- I’ve been there, said that, too many times. I will apologise for a distinct lack of posts- but naturally I have an excuse for that too.

I’ve been damn busy!

Australian Superbikes

Shawn Giles and Koby Abberton head out

I accepted a job offer from Yarrive Konsky of IEG, the new oranisers and promoters of the Australian Superbike series. My job description is pretty loose, though it could be summed up thusly: “Get editorial press coverage, do special events and get the punters along”.

My first and major project has been a two seater ride program- not too dissimilar to Ducati (exclusively) does in MotoGP. Our club is slightly less exclusive- currently we have bikes from Woodstock Honda, Kawasaki and Suzuki.

Steve Pizzati on air with Steve Price and Josh Dowling on 2UE.

Overall I was very pleased with the pillion rides at Eastern Creek. We received some great coverage after getting the Abberton brothers on board. Friday is my main focus- this gives us a chance to hit the Saturday papers and Friday websites.

At Eastern Creek one of the support classes for Australian Superbikes was the Aussie Racing Cars. I personally invited Steve Pizzati from Top Gear Australia along to race and he repaid the favour by going on Steve Price’s 2UE show twice. But where we owed him the most was his wonderful kindness in rolling the car 2 1/2 times and hitting most of the major daily papers in the process. Taking one fo the team- literally. Thanks man.

To step up our coverage, I have not only planned website and press release changes, but I have a few other ideas that I think will position our motorsport back in its rightful place as second only to V8 Supercars.

Details: www.asbk.com.au

Twitter: @asbk

Facebook: www.facebook.com/AustralianSuperbikes

Twitter pic posted from the second podium of the day for HRT.

HSV/HRT
I’ve been helping Holden Special Vehicles and Holden Racing Team (more specifically Walkinshaw Racing) establish and grow a social media presence. Sarah W from HSV has been a great student of social media and with the genuine backing of senior HSV management, we’ve really set HSV/HRT apart from the “others”. I set up many Twitter and Facebook Fan accounts (some Twitter accounts simply to prevent squatting) and have advised them at every step about ways to grow the fan base and how and what to Tweet. We have rewarded fans (sent out signed prizes when we hit 1000 Facebook fans) and kept up the conversationand replies- especially on race weekends.

Speaking of race weekends, at the recent Sandown event I joined in the Tweet festival from inside the Walkinshaw pit- a fantastic insiders view.

A more ambitious social media program is envisaged in the future.

Twitter: @holden_racing, @HSV_news, @BundyRedRacing

Facebook: HRT HSV Bundaberg Red Racing

Thomasr and Fiona Mackintosh from Draggin Jeans- Fed Sqr, 2007.

Draggin Jeans
Having briefed in SharpSushi, their new site will be launching shortly. Fiona and Kris from Draggin and Adam and Kere from SharpSushi have collaborated really well. I did my part early on, offering a few ideas, but they have all  really taken up the running. The new site will offer a brilliant online experience, grow their very loyal fan base even more and have a conversion rate that I think will suprise even those inolved.

With new products, new designs, a new website, a new marketing manager and a more aggressive marketing approach, Draggin look good to go in the next year and beyond.

My involvement of late has take the form of some marketing strategy ideas with specific refence to Twitter and the “What is change?” concept. I also set up the fan page.

Beyond web, I am also going to do some “other” work for Draggin’, but for now this must remain a secret!

Web(new one launching soon): www.dragginjeans.net

Twitter: @dragginjeans

Facebook: DragginJeansAustralia

Josh Brookes

Superbike star and current British Superbike series racer Josh Brookes has recently come on board as a web/marketing client. He’s a great talent, though frankly having a very mixed year. I have written an all encompassing web strategy document that I am going to execute on (in collaboration with 50 Kaliber and SharpSushi), along with maintaining his social media presence and offering advice as we go.

Twitter: @joshbrookes

Facebook: JoshBrookes

SharpSushi

As one of the two web agencies I like to deal with, Adam and Kere- directors of SharpSushi- are two of the nicest and more importantly most switched on web people I have had the pleasure in dealing with. I have provided general web strategy and ideas for one specific client (whatcanyoudo.com.au) as well as general web strategy and social media ideas here and there. Eventually they will be building my own new site.

Eventually.

Web: www.sharpsushi.com

Igloo- Digital Strategy Agency

As the best mid sized (though growing so fast they may have gone past that stage) web agency in the country, Igloo can rightfully claim to have grown from a leading design agency into a leading strategy/all round agency.

Some months ago I assisted them as part of their pitch for the Mazda account, providing strategy ideas and on the ground assistance for their pitch. I also wrote a post for their blog site outlining my thoughts on social media with specific reference to the automotive market.

They subsequently won the Mazda account.

Since then I have been busy with my many other gigs, though I am really keen to get back to the Pelaco building and work on some fun stuff with Andy, Tony and the team.

Web: www.igloo.com.au

CarAdvice

Until a few months ago I was hosting a podcast for CarAdvice, Australia’s number one independent editorial site. While it was fun while it lasted, they have gone through a number of changes- from new offices, staff and a new CEO. It was agreed that the podcasts will go on hold for the rest of the year. While I was disappointed at the time, I’m hopeful we can work something out in the future.

Radio 3AW.

It’s hardly a suprise when I tell you I was cut from the Neil Mitchell show weekday lineup for 2009. Once the other 11am-12pm guests were cut, I suspected I was in strife- either they would move me to a new timeslot, or I would fall over utterly. At the time I received a very nice call from Program Director Clark Forbes telling me that I was still a required player for their F1 and MotoGP coverage as well as my summer sessions with Tom Elliott- a segment I really enjoy. Tom’s a terriffic bloke and a really good broadcaster. Summer will be fun!

The C-Word Vodcast

The irrepressible and likeable Dieter Kahsnitz has re invigorated his community TV award winning program as a 5 minute vodcast. At present the episodes are older ones recut for vodcast purposes. Shortly, we collectively head into a new era of the C-Word, with new concepts, segments and some really fun stuff. Stay tuned for that.

Web: www.cword.tv

Grand Prix Corporation

For the last few years I have been hosting the riders parade with Dieter at Federation Square. We’re shaping up to do it all again this year- though with a few extras thanks to my connections within Australian Superbikes.

As well as the Fed Square gig, We’ve also been asked to host a meet ‘n greet/panel show at the Island on the Friday night in the camp ground. This promises to be an cracking good night, so we’re rightly pumped about it. The whole weekend is going to absolutely rock, so book your tickets, do what you gotta do to be at Phillip Island this year.

So that’s me in a nut shell at the moment- busy, but still looking for more to fill my days with…

Yesterday I posted the news that I have a new site in the process of being designed built and to ensure it not only launches smoothly, but works hard for me, I have been reviewing how all of my social media strategy hangs together.
Frankly, it’s less than ideal. Here’s my bad photoshopped image of what currently happens.

How it all works.

• The whole shebang hangs off RSS. Without the RSS feeds from the content services, then it would all be manual- a total nightmare.
• TwitterFeed is a brilliant service (I have donated) and is the hub I use for content processing into Twitter.
• Thomasr.org posts are checked every three hours and then posted into Twitter as “Blog Post”. The RSS feed automatically shoots into Facebook as a “Facebook Note”. Facebook only allows one RSS feed. It’s tempting to process all the feeds into Feedburner and then feed the whole lot into Facebook- but that’s untenable and Facebook Spam (FBS).
• Flickr pics also go into TwitterFeed, but are processed slightly differently. As I have varying degrees of Flickr use- occasional pics from BrightKite as well as whole car/bike sets that can number 50+ pics per car, I use the TwitterFeed feature to limit the RSS checking to once a day and 2 posts at any one time. FBS reduction right there.
• I use BrightKite mostly on my iPhone as it can post pics to Flickr (and importantly geo tag them) and send onto Twitter as well. If I’m not using BK for pics, then it works well as a Twitter client and I use it when I want to tell everyone where I am (especially for public event hosting and similar).
• My YouTube channel videos update once a day and one video to TwitterFeed. No need for updates more often than that as I have never posted more than one video a day and I doubt I ever will!
• My 3AW blog posts are rare, but also update via RSS. This is a once a day thing and one post gets sent to Twitter.
• My CarAdvice and BikeAdvice posts do not have an unique RSS feed. I think if I got to the bottom of Yahoo Pipes, I think I could feed the raw RSS into Yahoo pipes and filter it so only the podcasts and my articles make it to TwitterFeed. In the meantime, I write up a blog post pointing to the article and that starts off the Thomasr.org chain of events and that suits me for now as it gives my all-important paid work a double dose on Facebook and a single run on Twitter.
• Two services for links I use are my Del.icio.us and Google Reader shared items and these feed into Twitter almost on the spot, though I do limit them to a maximum of 3 at a time.
• All that done, the tweets start to automatically appear on Twitter itself.
• My Twitter feed goes straight into FriendFeed, which also aggregates my YouTube and Blog posts independently but is smart enough (something Scoble says a lot about FF) not to double up.
• FriendFeed then sends all aggregated (And not doubled up) content to Facebook via a Facebook app.

That last point is no longer true, but it’s important to note that it was once the case. The problem now at Facebook is not one of double ups, but rather over saturation. Every single Tweet goes to Facebook. Per my previous post, I took my own advice and I’m not letting Tweets set as FB status, but it is appearing in all my friends timelines. Not all are happy:

Quite. I had a feeling this was the case, but as you can’t really see when you are creating “noise” on a friend’s Facebook page, I just kept going. (Not to be rude, but the more friends you have on FB, the less spammy my FB timeline appears as I am woven into the general fabric of Facebook)

Ok So what’s this all mean?
The Web 2.oh services are evolving and so too are the users. In fact it’s user expectation and user demands that are driving me- I think not so much about what can be done, but what’s best for my readers/followers/friends. So I turned off the feed into Facebook. But I do need some sort of feed into Facebook as it is a content cul de sac (Content goes in, doesn’t come out) and is very important as my friend base on Facebook increases.

So I’m going to set up a Feedburner account and aggregate most content apart from Twitter posts into Facebook as notes. It’s not a huge amount and certain services like Flickr will now be handled by a Facebook App instead of FriendFeed.

Where’s the conversation?
This is super critical. Corvida’s post on ReadWriteWeb was very clear and I believe it.

While there’s no formula for success, there are three keys to a killer web service: search, aggregation, and conversation.

So search is taken care of and I nearly have the aggregation situation about right. But it’s conversation, the third and possibly most compelling element- where will that happen?

Thoughts on conversation:

• Not on my blog as it stands. I generate a fair few followers and readers, but few comments. I’m not that sort of blogger.
• On places of content origin. That’s a mixed bag. YouTube- you have to be kidding. Flickr- very occasional. BrightKite- rare. on 3AW, CarAdvice and BikeAdvice a lot of good commenting takes place and should stay there as these sites are focussed on conversation.
• On Twitter. That tends to be short: “Good post” “nice pic” etc. Not really conversation, though it can be. Twitter conversations can be intense and real time, but also tend to disappear into the Twitter ether due to the non semantic nature of Twitter.
• FriendFeed. I don’t think so right now. Scoble may be right and FF might go mainstream, but that’s going to take a while and meantime FF is silent.
• Conversations on my content. Absolutely. So much so, that I have resolved to do two things: employ Facebook Connect on my new blog comments area and open up my friends list to Scoble-esque proportions.

So there’s a bit to do and of course it’s ongoing.

And it obsesses me.

One notable problem in large organisations is the lack of accountability and proactivity.

The Age’s website is a case in point. If it was centralised and built on a better, more unifying platform with a single development team then maybe they would be able to fix the terrible, confusing template issues that plague the whole site.

Honestly, how long would it take a junior developer to fix the CSS for the letters page for example? How long does it take to add a <br> tag? (see image)

To the developers on The Age’s website: where are the mavericks who get shit done? Why do you accept this state of play? When’s the last time you worked back late to get something fixed- not built, but just fixed? Where are your bug reports? I hope you don’t get tipped out during this global recession, because no one will think your skills and more imporantly your passion is up to scratch.

Oh and while you’re at it, fix the bug that causes the site to crash iphones.

This announcement has both the twittersphere buzzing and me marvelling this morning. As Internode’s Simon Hackett said :

I’m gobsmacked. If they do what they promise, they’ve actually got it right, and we might just turn into a broadband front-runner country ten years from now… after all.

I’ve also supported the idea of the Federal Government building national broadband infrastructure. I’m not sure about the plan to sell it off again as I think a corporation owned by the government with subscription based billing to the telcos could not only sustain itself, but also account for future upgrades as well. Let’s face it, the network we build today will not be the same one we are using in 50 years. We’ll need to revisit this time and time again. Or we can set ourselves up for the longer term.

Hell, I might just go for a job there!

More details here