Data management lessons from kindergarten

My youngest daughter, Mia will soon be 4 years old. She is such a little chatterbox at the moment, and is into everything - just like a typical little girl of her age.

Just before Christmas, I had some time off, so I picked her up from school. While I was waiting with the other parents, I cast my eye around the classroom, and some of the posters reminded me that some things learned in kindergarten can be applied to modern data management. 

1. Hold hands before you cross the road

There are risks in every part of society. Business is a careful balance of risk and opportunity. It is important that everyone plays their part in looking after each other to ensure no-one is exposed to unnecessary risk. To do this, we all have to work together and look out for each other.

2.  Put things away when you've finished playing with them

Data is like any other tool in business. When you have finished using it, ensure it is stored in a secure area, where no-one can steal it. When your data is no longer required, ensure it is deleted securely and safely.

3.  Sharing is caring

Re-using the same measures, sharing data sources and not re-extracting the same data over and over again is not only practical, but extremely time efficient. 

4.  Don't forget to say 'please' and 'thank you'

Manners are a minimum standard of behaviour. Just think what would happen if you insisted on minimum standards for your data and enforced them through every process throughout your organisation.

OK, perhaps I've been stretching some metaphors here. But I wonder how much better our world would be if we just followed some simple principles, universally.

The Technology Trap

There is no doubt that technology has been a great enabler for mankind in general. It has allowed us to do things today, that would be impossible only a decade ago. But there are some fundamental issues that can cause problems with business..... the unnecessary adherence to a particular technology.

The most keenly observed competition over technology is in the retail smartphone sector, where internet forums are full of eager users, gleefully insulting each other about which smartphone is the best.

As long as your technology enables you to achieve your goals while being competitive, you should be happy. But what happens when your technology is actively holding your business back? What are the warning signs?

1. Updates stop happening

When updates to your existing tech stop being rolled out to you, that should be a pretty big clue that things are going to change. At this point, you are in a very good position to do something about it. Now would be a good time to start looking for other ways of doing things. You have time to plan and raise the necessary capital. Your tech colleagues who are in touch with the latest developments should be telling you that changes need to be made. However, your colleagues throughout the rest of the business may struggle to get behind such foresight.

2. Parallel technologies remove their support

Let's say - for instance - that the technology in question, integrates with an Oracle database. When this technology starts dropping from the list that Oracle publishes as being compatible with - alarm bells should really start to ring. This is the clear signal that the rest of the world is starting to diverge from your technology. However, things will still run correctly, as long as nothing else changes on your network. So galvanising interest from the rest of your business may still be difficult. But time is starting to run out.

3. New technology is no longer compatible

A department will want to implement a new piece of technology. It will rely on your oracle database infrastructure, just like your tech, but this new system requires the latest version. Upgrading will mean that the oracle database will no longer work with your technology. A painful decision will have to be taken. Do you replace your old system and update everything else, or do you keep your old tech and update everything else to accommodate the new system? It is at this point that the simple addition of some new technology starts to become extremely expensive. It is too late. You missed your window of opportunity, so unless you have real buy-in from the rest of the business, your old tech will be effectively sandboxed by updating technologies that it relies on. 

4. Technicians who can make important changes become very few and far between

At this point, your tech may be limping along with limited capabilities. As you have been stubborn with not changing your outdated system, you are unlikely to have any staff who can help you now. Unfortunately, the best analysts and developers will have spotted that your tech is no longer relevant, and left to pick up higher job market-value skills elsewhere. So what remains are colleagues desperately clinging to irrelevant skills, and who may have a vested interest in avoiding change. This is where change becomes even more expensive, and with high likelihood of failure. 

So how can we avoid such a problem from happening? Here's my view:

1. Promote a culture where capability and agility is prized over technology. Make sure that everyone understands that all systems have a built-in obsolescence, based on the pace of change.
2. Make sure your systems are kept up to date. Your IT hardware procurement and software licensing colleagues should be key to this. They should be watching all your infrastructure and predicting where software releases and/or hardware upgrades diverge in compatibility.
3. Keep a close eye on the errors raised by colleagues throughout the business. Watch for evidence of 'shaky' behaviour by systems that may be on the limits of compatibility.
4. When purchasing for new projects, make sure any new software and hardware is in line with your company's anticipated upgrade schedule for your infrastructure. (i.e. it is no good buying software that runs on Oracle 11g now, when your company is running on 10 and won't be upgrading to it for another 2 years.)

Most of this is common sense. But the clear message is that the longer you wait to change, the more expensive it becomes. There is a sweet spot to avoiding the "hyper-expensive computer fads" that may not give good value, while recognising when to change quickly to avoid system constraints and institutional inertia.

Viruses, Worms and Trojan Horses

Ask anyone about them, and they will tell you that computer viruses can be a problem. I conducted a quick straw-poll amongst some of my friends (ok, they're geeks too, so it might not be the most representative sample) and almost everyone told me they had a virus at least once in their home computer. However, only a couple could tell me how they caught them, or the difference between the 3 types of malicious programs - Viruses, Worms and Trojan Horses.

Viruses are malicious programs that are attached or embedded  within files or  programs (hence their name). Almost all viruses are attached to an executable file, which means the virus may exist on your computer but it cannot infect your computer unless you run or open the malicious program. A virus cannot spread without people using them or passing them on. They most commonly exist as email attachments. 

Worms are slightly different. Although very similar to viruses in their ability to cause damage to computers and their files, they do not require people to exchange them, as they exploit any system that allows computers to exchange information. Once infected, a worm may take your email address contact list and send thousands of emails - all with the worm attached. Worms can grow exponentially, very quickly. Read about the most famous worm here and here.

Trojans Horses (more commonly know as 'Trojans') are designed to mimic useful programs - like file-sharing or even anti-virus programs. The user downloads, installs and runs them under the belief that they are getting legitimate software. However, they are far from the truth. Trojans can be used for many purposes. Some make you believe that your computer is infected with viruses and puts you in contact with a help desk who charges you a lot of money to "fix" the "problem". They also likely to be used to spy on the user, extract information from the computer, or gain remote control over it.

As these programs have got more sophisticated, the difference between Viruses, Worms and Trojans has been blurred. Programs have been designed to use multiple modes of transport. A worm may travel and spread through many routes including e-mail, IRC and file-sharing sharing networks. It may also do a number of things - like damage files, then install a back-door that allows remote control of the computer or access to the data. The most advanced versions create botnets.

Botnets are worm programs that spread and work together to build a network of computers that can be controlled by an individual. These networks can be used to attack internet based services.

So, how do you avoid these problems? You take a layered approach:

1. Educate your users about risky behaviour
2. Block malicious websites
3. Do not mix business and personal use on computers
4. Keep operating systems up to date
5. Firewall your systems and networks
6. Regularly scan your computers using antivirus software
7. Keep your list of virus definitions up to date

Device dilemma

When the first mobile phones arrived, few could have predicted that they would evolve into small personal computers with highly interactive user interfaces. Little did we guess the amount of data they can now hold!

Then along came tablet computers - just as capable as the smartphones, but with larger screens. Coupled with a convenient cloud computing service, the sky is the limit!

For the first time, computers are becoming truly user-friendly. My 3-year old daughter is a whizz on her iPad, and routinely does things that I would not have dreamed of doing when I first programmed a computer in the early 1980s! My father - a confirmed computer luddite - really enjoys using his android tablet. But for every innocent person who envisages  wonderful new applications for these devices, there are an equal number of less altruistic ideas being explored. Does your head of IT security have trouble sleeping at night? With the rise of these new machines, I can see why he/she might become a little restless!

There are many companies who take the stealing of data very seriously and enforce a zero tolerance policy for such devices, choosing to ban them from secure areas within their organisation. 

Others have chosen to take a more relaxed approach. They have decided to allow people to use their own gadgets for work. There is a third option where the company may let users use business devices for personal use as well.

I am in favour of clear distance between business and personal use - never the twain should meet. This effectively means making sure business systems and processes cannot under any circumstances be accessed using personal devices. While some businesses may be less inclined to protect their data,  the risk to themselves may be small, but they could be putting their customers in danger.

Personal use also is more prone to the kind of social engineering that viruses and trojan horses exploit to infect your machines and/or steal your data. Mixing computer business with personal use is a very risky thing to do.

Reporting a problem

When the first retail computers were sold to the general public, they came with very thick technical handbooks on how to set them  up and run them. I remember my Sinclair ZX81 had a really thick book with lots of programming tips as well as clear instructions and diagrams on how to assemble it. But as computer use became more and more widespread, the instructions became more and more brief.

As the world took up personal computing, it became very clear that people were going to need help - hence the rise of the help desk.  Help desks are a modern fact of life. Where technical proficiency is required to solve problems, you will find a help desk.

Most people have horror stories about dealing with help desks. There is no doubt, some can be very frustrating to deal with. But take time to look at things from their point of view:



So when you are reporting a problem, here are my top tips for getting a result from your help desk. Before you pick up the phone, prepare the following information:

1.   Have all your contact information ready
Have any account numbers, user ID's, network addresses, authentication details etc. ready before you call. Scratching around for them during the call can cost you money and makes you more stressed before you have had chance to tell them what the problem is.

2.   Specify your problem
Collect as much information about the problem as you can. Where the failure is, what else is working Ok? Timescales (be precise as possible) - When did the problem first happen? When did things last work well? How many times has the problem occurred since the first occurrence? How often has it failed? Gauge the extent of the problem - who else has the same problem? How many other systems/machines have the same problem? Is there any pattern or trend to the problem? What internal and external changes might have affected your system?

Now you have your information, give them a call and follow these rules:

1.   Listen carefully to automated systems and make sure you select the right option
If the help desk has automated systems for routing the callers, be aware that they deal with high call volumes and they have specialist areas to deal with different technical problems. Don't be afraid to hang up and start again if you think you keyed the wrong option. Getting the right person first time can be key to your success.

2.   Be patient
If you are put on hold, use this time to prepare your information on the problem.

3.   Don't complain about authentication questions
When they answer the phone, they will want to know if you are who you claim to be (authentication). Be nice about this. They are only making sure you aren't an identity thief.

4.   Keep to the subject
When communicating the problem, state it clearly. Keep focused on asking how the problem can be fixed, rather than setting out on blaming someone. Many of the highest performing companies now see the rectification of problems as an opportunity to improve their service and prove competence. However, even the best operator will find it hard to give you good service if you are ranting at them.

5.   If it can't be fixed while on the phone, be firm about establishing deadlines
Get the operators name, then write down any dates or times for when things will be fixed. If no deadline is mentioned, ask for one. If they are vague or evasive, ask for a minimum and maximum timescale, then negotiate. If more than one thing has to happen, establish a timeline. Write this down slowly and clearly, so you can refer to it afterwards.

So now you have my recipe for dealing with help desks. Preparation before the call is key. Lastly - if you get good service, acknowledge it. Send an email to the head of the organisation. Good technical support is an art form.

Diesel and Data

Recently, early in the morning, I was filling my car with diesel. In the back of my mind, I was planning my day. It was going to be busy, and I was also thinking about a technical challenge that required a solution. But while I listened to the fuel gurgling into my car, something wasn't quite right.  

It scratched on the edge of my consciousness, trying to get attention. Then I thought to myself, the diesel didn't smell like it usually did. I looked down, and everything went into slow motion as I realised, to my horror, that I had put £30 worth of unleaded petrol into my diesel car!

Now if you want to see what trouble unleaded petrol causes diesel cars, click HERE and HERE. 

I was not a happy bunny! So I went into the service station and told them of my problem. I then pushed my car to a safe place, and called a number of a company that pumps out cars when they have the wrong fuel. After a long wait, the van with specialist equipment arrived. 

Being a bit of a geek, I watched with interest as they uncoupled the fuel pipe from the engine and proceeded to pump the fuel out of my car. The head mechanic was quite jolly. He told me about a lorry driver who had put nearly £1000 worth of unleaded into his wagon before he realised his mistake. He told me not everyone had the presence of mind to notice while they were at the pump, and usually had to break down before they called for help.

He asked me what I did for a living. I told him I am a data quality analyst. 

"What do you do", he asked?

"Same as you," I replied, "you take bad fuel out of cars, I take bad data out of computers and replace it with good data."

He seemed to like that. Grinning broadly, he handed me my keys.

"Hope I don't see you again," he quipped.

"Likewise," I replied, and headed off to work.

Just how wrong can you get?

The specification statement was clear, "Dogs must be kept on a lead". The project analysts got together to break the request down. The statement did not say how many dogs must be kept on a lead. But after much consideration, the scope was defined as 'Any dogs within the area upon which the sign was situated.'

Everyone agreed that the 'Must' category was the best part of the statement..... (obviously a MoSCoW requirement.) The word 'kept' caused much anguish amongst the project analysts. What did they mean by kept? The dictionary was not much help....

kept - (especially of promises or contracts) not violated or disregarded; "unbroken promises"; "promises kept"

1. the past tense and past participle of keep

kept woman Censorious a woman maintained by a man as his mistress

Much thought was poured into the interpretation. Did 'kept' imply that the dogs were to be groomed  or fed while sat on the surface of a lead? They could not agree. One contractor finally lost his temper and said, "For crying out loud, enough of this intellectual onanism... can't you take anything literally? It's obvious. If you can read this sign, and you have a dog, it must be kept attached to a lead."

The next day, he lost his job for having an attitude.

And an additional handbook was written about how to hold the lead and who should be holding it. It stated clear guidelines as to the heaviest dog you could possibly hold, plus a leaflet about your dog's health, the potential risks to the walker and the affects of chafing on the hands.

The analysts, having "questioned to the void" long ago, had decided to pass the specification to their technical department, unchanged:

"Dogs must be kept on a lead"

The technical department sniffed at the statement. How could their colleagues in the business be so ambiguous? They found out where the sign was designed to go and surveyed the park capacity and neighbouring population. They decided there was an average at any given time of 12 dogs within the park, with a maximum capacity of 32 at peak times.

So taking this maximum into account, they constructed a huge lead with 40 collars attached.

As a RACI matrix wasn't signed off, no-one is accountable for actually holding the lead.