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Soon, Twitter users will be in a better position to get satisfaction with the companies that they do business with. This morning, SalesForce.com is announcing that the Chatter beta developer preview has grown to 500 companies and is integrated with its popular Service Cloud offering. The company has shown its ability to leverage the disruption of social media - rather than be disrupted by it. We had a chance to review the new tools and experience what an end-to-end social media driven customer experience looks like. It was eye-opening for us - and is coming soon to the 70,000-plus customers of SalesForce platform. Sponsor The first thing we learned in our briefing with SalesForce is that the company has fully digested the reality of the new web. The company talks about how it started on a mission to bring the power of great web applications like Amazon.com to enterprise customers. Now, ten years later, the web and the company have moved on towards the new dominant engagement model on the web, Facebook, YouTube, and Twitter. Here is a graph the SalesForce team shared with us on the emerging trend of Internet usage, a key driver in how the Chatter product has been considered. SalesForce makes a case that a fundamental shift is underway and its completely re-factoring the engagement model. The company calls it the "Facebook Imperitive", which we interpret as "be as social and easy to use as Facebook, or whither". Reminiscent of the Wired Magazine's "Wired: Tired" lists SalesForce shares its observations of the fundamental shifts in the industry. We see Amazon.com as the old incumbent leader of the Internet being replaced by Facebook. Also series of observations that show the landscape change dominated by mobile, location, and web standards. Here, we see a Chatter enabled service desk, where we can easily see the different channels that have opened tickets for customer service. A case that has been opened via Twitter is seen in the dashboard here. It can be shared among team members, or escalated. We think this is an interesting evolution of the "follower" mechanic borrowed from Twitter. In this case, you can be assigned a topic to follow, since in the enterprise there is a job to be done. Here, we see the familiar Twitter interface as the origination point of the case being managed internally. From what we learned, several marquee customers such as Bank of America plan on rolling out Chatter plus Service Cloud. Shown here is the Bofa Twitter feed responding to individuals in the public forum. Some of the productivity benefits offered by Chatter plus Service Cloud offered by the company are listed here: "Monitoring Priority Cases: Service agents can stay on top of high priority cases, updates to critical knowledge articles, and the latest product updates Locating Expertise: Service agents can follow experts across their organization and instantly get help from other agents, other departments, or from across the company Real-Time Case Collaboration: For high priority cases, service supervisors can assemble the best expertise and information to close complex cases faster SLA Management: Salesforce Chatter proactively can alert service agents of upcoming service level agreement milestones that they must meet Sales-Service Alignment: Service agents and sales reps can share the latest case and opportunity updates for their customer to ensure good service means good business" We think there could be several big winners with SalesForce Chatter release. SalesForce may have found its way into the entire enterprise, where it becomes essential to connect departments and individuals together in the best collaboration model possible. Twitter seems like a big winner here, where it is now being demonstrated as the front end to customer service relationships. This pattern has been developing for several years with leaders like Comcast servicing customers with Twitter . Now, its moving to the next level where when you Tweet an issue, you'll essentially be opening a ticket. And, where tickets are opened, you can be sure that it is someone's job to close them. It seems that Twitter being cemented into enterprise processes just like the telephone of yesteryear. Consumers win by getting faster answers with less searching in document bases, or waiting in call center queues. Consumers also win by bringing speed and transparency to the process. No longer, will we wait on hold all alone, as we're bringing our followers with us with every Tweet. IT departments that have invested in document management and other solutions will now be able to extend their reach Customer service departments that have the job of closing tickets and meeting SLAs (Service Level Agreements) Welcome to the future of customer service, no telephone required, but your smart mobile device is definitely invited. Do you believe SalesForce.com onto the next big shift in enterprise computing with the upcoming launch of Chatter? Photo credits: Salesforce.com Discuss
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This Tweet is Priority 1: SalesForce.com's Chatter is Transactional Social Media
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This is the third entry in our exploratory series " Will One Company Dominate the Cloud ". Today we're blinking twice after reviewing the innovation engine at Amazon. The Amazon AWS product is all about services. While others are marketing the cloud with an explanation point, the cloud leader is focused on the raw building blocks. This includes everything from storage to people. Amazon is learning how to find new ways to optimize connections and monetize them in increments of time. Sponsor Amazon, the Verb: Motion When thinking of Amazon as a verb, one word stands out, motion. When Amazon was first introduced as the Internet bookstore, it immediately created a change in the landscape. It seemed like the writing was on the wall for brick and mortar retail, and to a large degree, it was. In a mere 15 years, it has disrupted the entire book vertical with an end-to-end digital system. Amazon is now in the position to completely automate the flow of content bits from upstream to downstream. Now let's look at the AWS services to see if can it do the same for computing. We'll analyze the services Amazon offers and how they work together, specifically in four areas: computing, storage, networking, and people. (Although we didn't include several areas in this roundup, including database and monitoring, we see them as clear signs of momentum and scope of Amazon's evolution.) Compute We signed up (again, as a new user,) for EC2 to refresh ourselves with its offerings and to remind ourselves what it means to be utility-based. Amazon defines workload in relationship to the types of instances the company offers in the EC2 solution. Windows on EC2 is optimized around bringing a three-tier Windows web environment into the Amazon stack. It supports ASP.Net, AJAX, IIS, and SQL Server. Amazon has also tuned it's network and storage offerings to nicely plug into the Windows on EC2 package and offer seamless integration with existing Amazon EC2 features like Amazon Elastic Block Store (EBS), Amazon CloudWatch, Elastic-Load Balancing, and Elastic IPs. IBM WebSphere is also supported on EC2 , and hosts a lineup of enterprise computing tools including the WebSphere Server, Portal Server, DB2, Tivoli Monitoring, and Data Quality products. IBM mentions that one of the targets is getting developers to use this model for getting development or proof-of-concepts projects up and running quickly. The patterns for firing up a new instance are defined as AMI (Amazon Managed Instances) so the software has been appropriately targeted the infrastructure instance it will run within. Have extra licenses, or want to retire legacy hardware? IBM has an agreement with Amazon to allow you to migrate your licenses to EC2. The EC2 MapReduce is a service that targets large data streams and optimizing processing of these data sets. It leverages the Hadoop Map Reduce project and provides as an example of breaking the computer entirely into services. The Map Reduce service doesn't just host an application stack, but is automatically configured using Amazon Simple Storage Service (Amazon S3). This is an example of an open-source implementation project (though Apache) optimizing in such a way that it fits on the EC2 stack as a core feature, and it has become a peer to the WebSphere or .Net patterns. Storage The storage offerings include S3, Elastic Block Storage, and Input/Output. Amazon S3 (Simple Storage Service) has been out there several years serving web based applications as their simple cloud away from home. Customers of it have famously stood up their entire data solution for images and other key storage tasks based on Amazon's S3 service. It's popular, well known, and evolving to include additional features that enforce data level integrity like databases. Elastic Block Storage is another storage service offered by Amazon. Instead of being a simple, writable data service in the cloud like S3, it is focused on EC2 instances that need storage as part of their footprint. An EBS can be built alongside the EC2 instance that is 1GB to 1TB in size and can be mounted from that service. This is designed for applications that expect raw physical storage locally addressed by the server. Network Amazon offers Elastic Load Balancing . Considering Amazon's power as an elastic compute provider, this is a critical piece of the puzzle. Here, load can be configured to continually monitor and self heal across a set of hosts, moving the resources towards optimal performance. The company also offers Virtual Private Cloud , which enables an enterprise to segment access to a portion of Amazon's cloud with access control and security enforcements (such as subnet, encrypted VPN). People An amazing thing about all of these services coming from Amazon, is that Amazon is a consumer facing company with an amazing relationship with consumers. Amazon has the ability to learn about us. We share our ideology (books we buy), lifestyle (products we consume), and financial position (credit cards we use). The company has also implemented an important part of identifying consumers by going deeper with services and verifying identity. The company implements a two-factor signup process that goes the extra step in granting authorization to a user to change compute resources. This second factor gives Amazon some assurance that the person really is that person, because in addition to getting the credit card and password (which are network resources), it also calls out to your phone to verify that the person logging in to the network has the phone (physical resource) at the same time. Here is step one: Signup Here is step two: Verify PIN on your mobile phone: And, step three, proceed (you are now free to spin up resources): When combining these two things together, Amazon is in a position to easily bring its current customer base to a two-factor security solution, and providing a service that meets government level controls. And, with two factor credentials it's less likely that there will be automated bots being deployed in Amazon's cloud by scripts or hackers. Amazon is in the unique position to view the next generation computing fabric from the consumer sales process. Amazon may be the only company in a position to see how it all pieces together, even perhaps a longer view of the future supply chain than its new book competitor, Apple. In addition to consumers and developers, Amazon also has the power of people as resources, with the Mechanical Turk marketplace. Need a simple task completed and queued for the Internet (of people) to execute on? Get started with one of these sample scripts and draw legions to your command. We find it compelling that Amazon has connected consumers, verified individuals, and tasks to be executed on. These pieces are perhaps foundations for a broad appetite for connecting workers with resources and optimizing along with way. Banking with Amazon - or - Selling Time Instead of Licenses The time value of money is the value of money figuring in a given amount of interest earned over a given amount of time. When signing up for the AWS features as a new user, we found ourselves asking looking at pricing options that reminded us of bank products. Earn more by committing to 1, 2, or 3 years. Are the Amazon Web Services an economy, and the individual services themselves currency? First, let's look at Microsoft and its revenue. A server is sold, Microsoft gets a piece by the sell of the OS. Part of this business model is very predictable (company gets x% of all PC shipments. And part of it is a bit lumpy. Where consumers have choices, they may choose to exercise them. For example, choosing Google Docs as an alternate to Microsoft Office, or bypassing an entire OS update, such as Vista. These choices represent risk to Microsoft in its revenue position. Amazon, is increasingly using something more predictable to sell it's services, time. And the nice thing about time, is that it's always ticking. So, instead of waiting for an entire "new PC", or "OS update", Amazon's implementation of selling resources is triggered to contracts. And, if this works, the consumer of the risk chooses the service longevity and the risk is reduced for Amazon. To put this in financial terms, the time value of money states. "The method also allows the valuation of a likely stream of income in the future, in such a way that the annual incomes are discounted and then added together, thus providing a lump-sum "present value" of the entire income stream." What this means, is that Amazon is going to understand value for its AWS users over the entire life of their contract and can start to model interaction patterns against future events. For example, if Amazon knows you have a 3 year contract for EC2, but you're 50% more likely to renew it if it also has SimpleDB services, it can trigger events and discounts based on these service connections. Here we see the EC2 reserved instance pricing chart. There is heavy discounting for committing to a term. From what we see, Amazon will be successful in gaining new efficiencies in pricing of computing resources, like it did with books. We expect the company to successfuly squeeze out hard costs that exist in the middle. We feel that Amazon is the quiet cloud company that you can "go long" with in terms of it's future value. Like the market itself, Amazon is a prime innovator in sharing the future into the terms of the present. Will cloud computing re-factor how we look at the technology stack for good, and will "payment" be in the middle? If so, is time the business model? Photo credit: wwworks Discuss
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Rulers of the Cloud: Will Amazon's Computing Fabric Become a New Economy?
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When hundreds of clueless commenters decided mid-February that ReadWriteWeb was the place to log in to Facebook, alerts went off in my personal network like alarms at a fire station. For the past few years I've been doing research on misunderstandings online; since it's the subject of my doctoral thesis, all my friends know I eat, sleep, and breathe this topic, and was likely to be so buried in it that I'd miss new developments. It's a good thing they woke me from doctoral sluggishness; with thousands of comments, this is the biggest such thread I've seen. The ReadWriteWeb/Facebook thread looks a lot like previous threads, but it has some interesting new developments. Sponsor Guest author Gillian Andrews is finishing Gumbaby.com . She channels her Internet literacy energies into the hacker radio show The Media Show on YouTube, an irreverent, puppet-fueled stab at mass education. As ReadWriteWeb readers have learned, misunderstandings like these never fail to entertain and astound. They've been a repeat topic of interest on community blogs; MetaFilter, for example, has scratched its collective head about this many a time. Accusations always fly: these "strangers" (as I've come to call them) are idiots, illiterates, came from AOL, shouldn't be allowed out on the Internet without someone to hold their hand. Less often, a few voices speak up from the development community and say, Wait a minute, we build the software the Internet runs on - isn't this partly our fault? The ReadWriteWeb thread lays the blame to some extent on search engines, as ReadWriteWeb writer Mike Melanson has already written. But it also points to the rise of social networking services as a culprit. Social Networking Software Changed the Landscape Examples of misunderstandings abound in listservs, blog comment threads, newspaper article comment sections and even Wikipedia. Blogs where people ask to get an account canceled are pretty common. The login fiasco on this website is the first time I've seen a firestorm of misunderstanding sparked specifically by people trying to log on to an unrelated website. But then, the ability to log into a service from an unrelated website is only a few years old. Is it any surprise that people are thrown by it? These commenters arrived from a search engine, looking for Facebook. At the bottom of the page where they landed, ReadWriteWeb offered them the opportunity to "Sign in with Facebook." They did - many comments link directly to a Facebook profile. What happened when they signed in? They were dropped right back on the ReadWriteWeb page where they started, with no indication of what had happened save for the line "Thanks for signing in, X. Now you can comment." Text Boxes: They're Confusing When commenters signed in to Facebook on ReadWriteWeb, it rewarded them with a text box labeled "Comments (You may use HTML tags for style)." Where do these comments go? It doesn't say. It's down at the bottom of a huge window, which means when you're looking at it, you can't see most of the page's identifying information at the top of the page. (Except for the URL, but I'll get to that in a minute.) Many text boxes around the Web are woefully under-labeled. When I was beginning my research, a guy who worked at Blogger said to me, "People will put just anything in a text box," and it seems to be true. Evidence abounds that people interpret comment boxes in any number of ways. Some think they are sending private email. Some think they're sending a chat message, and get belligerent when nobody responds right away. A few seem to think it's a word processor, and "Submit" means the same thing as "save." A comment which really blew my mind was posted to a blog by a woman who appeared to confuse comments on a blog with "online prayer" - an Internet activity which is probably unfamiliar to most denizens of high-tech blogs. Google it, though, and you'll find numerous pages, with Pat Robertson's organization ranking among the top ones . Online prayer sites provide a form that lets you include your name, contact information, and a comment about what prayers you need - a form which looks startlingly like a blog comment form. The idea is that your message will be sent to Robertson or other church staff, and they will pray for you. Sometimes the form includes a promise that your message will be kept confidential; other times, there is no such promise, but it seems to matter little to those who don't understand where a comment form goes anyway. Online prayer may be new to you. Logging in to Facebook through another site is new to most of us. It's worth keeping in mind that the vast majority of people alive today were never taught to read a webpage in school, the way they were taught to read the title, author information and pages of a book. This brings us to another theme in the ReadWriteWeb thread which is repeated across most other misunderstandings of this type. Literacy is Not the Problem - New Kinds of Literacy Are ReadWriteWeb readers and other "natives" call errant commenters any number of nasty names (and use an upsetting amount of eugenic language, suggesting these "idiot" commenters should be "weeded out of the gene pool.") One favorite insult is "illiterate." As stated, this is a little unfair when most of these people never had a chance to learn Internet skills in school, where skills might be broken down into simple elements that most of us don't even remember learning. (When you learn to read a book, for example, you learn which way to hold the book, how to turn pages, reading left to right, chunking letters into phonemes and words into sentences.) But beyond being unfair, it's not wholly correct to call them illiterate. They do read and write. They just don't always do so in ways that are considered appropriate by the technologically skilled (and the code they write). Literacy has never been a single monolithic skill. It involves both reading and writing, and these two skills are independent of each other. More to the point, literacy involves reading and writing differently in a range of situations. You may consider yourself literate because you have read Shakespeare, or because you can write a coherent quarterly report. But you don't write your quarterly report as a sonnet. Different forms of literacy apply at different times, and people can be good at some kinds of literacy while needing assistance in others. Basic decoding (reading) and writing are rarely the problem in these misunderstandings. While many comments left by strangers on the threads I have studied are misspelled, use bad grammar, or are written in all-caps (or, even more confusingly, All Initial Caps), plenty can't be distinguished from the comments left by tech-savvy commenters when it comes to writing skill. In fact, "strangers" are more likely than natives to write their comments in ways we all learned in school. In most of the threads I have studied, they make it clear who they are addressing ("Dear Facebook,") who is writing ("Thanks, Linda") and even how to understand where they are coming from geographically. They do this to the point of redundancy, sometimes entering this information into more than one comment field. One stranger, trying to reach Maury Povich on a classic thread dug up by MetaFilter, writes a spellchecked-perfect traditional letter, right down to the formatting of the date and greetings. (When was the last time you spellchecked a hastily written comment?) Other errant commenters are published authors, or even have advanced degrees. Again, their problem is not traditional literacy; the problem is that the Internet demands new kinds of literacy, and they haven't had the training yet. Mocking them in a comment thread doesn't improve their skills. Reading-wise, there are plenty of indications in my data that strangers have read other parts of the page. There seems to be a general trend that they are less likely to directly address a celebrity (for example) when the comments right above their own come from natives who say "ommfg, this is not Maury Povich's website!" My favorite example of a stranger demonstrating her reading skills is a commenter on a thread where a blogger wrote about his joy at learning that all kinds of things - M&Ms, ketchup bottles, soda, etc - could now be customized. The blogger titled his post "Ketchup of the People." The commenter wrote: I found the order for custom printed m & m's in the coupon section of the providence journal sunday paper. It said nothing about ordering ketchup first or anything about the blog. All I wanted was to surprise my 80 year old aunt who loves m & m's with this special custom order. What is this a scam or something? If it is, it's pretty cruel? Please respond. Through some referral-log forensics, the blogger and his readers determined that this commenter had, in fact, entered the URL provided by her newspaper. The problem was, the offer had expired, and the only remaining reference to this URL was on the blogger's page, where she landed. So she set about trying to make sense of what she found in the best way she could. Would she have to order ketchup first? Was the blog somehow a gatekeeper to the order? This all sounded fishy - was it a scam? Presented with apparent nonsense, all of us do our best to make sense of it; that's just what the human brain does. On the Web, people don't always have the information they need to understand what's going on. Next page: What is a URL? What is a URL? One of the most important elements errant commenters aren't using, which the tech-savvy have at their command, is a page's URL. Internet-illiterate commenters generally don't know what "URL" means, or what one does. Check the URLs attached to their names in blog comments; you will often find they have entered an email address, subject line, their name, or something to the effect of "I don't know what this is" in the URL field that went with their comment.The fact that many errant commenters seem to enter "Facebook" into Google's search field to get to the page also suggests that URLs aren't a part of their Internet literacy skills. Interface designers aren't helping. Most URL bars now resolve into search results. This may seem like a good UI solution, but it is a catastrophic mistake from a literacy perspective. URLs aren't just how we get to a page; they are involved in how we judge its content, accuracy, point of view, and most importantly who owns it. Obscuring or drawing attention away from URLs keeps people from understanding how to judge the quality of material on the Internet. Considering that most people have not had schooling to help them understand the Internet - and it's unlikely that even kids in school today have formal opportunities to learn about URLs, considering the number of schools which limit Internet access - these steps taken by UI designers simply compound the problem. Which leads me to my final point: They're Not Illiterate - You Are As crazy as it sounds, Melanson makes a certain amount of sense when he lays the blame for the Facebook flap at Google's feet . Google is the best search engine going right now, but it's not perfect. The shift to real-time results and its underlying popularity-contest mechanic make it ineffective in specific settings. ("Specific" being key; the other problem with search engines, and the subject of extensive research in schools of information, is their inability to respond to a given user's context. But that's a topic for another article.) Facebook - and even ReadWriteWeb - are also somewhat to blame, considering how the cross-site login service is presented to users; as I noted, the messages sent to those signing in are unclear (thanks for signing in to what? Now you can comment where? What does it mean to sign in to Facebook on ReadWriteWeb, anyway? Is this a scam?) Literacy is a two-way street. They may be dumb for not reading the pages right, but some of the code, search algorithms, and interfaces involved aren't perfect, either. Not to mention the way "savvy" commenters and other bloggers write. The more people linked to the original ReadWriteWeb thread with the words "Facebook login" in the link, the more the ReadWriteWeb thread appeared to Google to be relevant to Facebook login. As has been noted, blog posts with "Facebook" in the title were likely to see more unwanted traffic as well. This even spread the problem to other blogs linking to ReadWriteWeb, some of whom also started to see login requests in their comment threads. Usability guru Jakob Nielsen has noted bad titling among a number of we see what you did there ) is not the same thing as a solution to the problem. Photo by Miguel Ugalde Discuss
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Web Illiteracy: How Much Is Your Fault?
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As the cloud is getting more players and interfaces, best and worst practices are emerging. As the market grows and more companies try to plug in, the cloud may benefit from guiding principles. Similar to new technology movements in the past, a natural process is underway to define "what is good", which, for some in the industry, equates to "what is open". Like religion itself, open can be defined in ways that are uplifting, or on the other side of the coin, restricting. Also, we learn again, nothing is free. Sponsor Cloud APIs Must Walk on Water If you've been part of a software development project, you know that sometimes it's hard to get the team to all agree on best practices for interface design, database optimization, or even what technology to use. In this analysis, we take a look at some of the movements in cloud computing that start to lay a framework of good as it relates to this technology. In this context, API designers for cloud applications need to think ahead and avoid common pitfalls. For several reasons, more than ever before. First, because many people will be accessing your one piece of code. Second, is that in this world of open APIs, it's easy to compare your code against another. We notice that data management practices are at the core, and details matter when provisioning in platforms. At the same time that groups are forming to align practices and forms of virtualization and cloud standards, a voice whispers that perhaps this is a free-market problem. People who benefit at solving it, will; others will ignore it or compete directly. We enjoyed this post from Joyent on where standards matter in a practical sense. In essence, the question raised: If a vendor makes it easy and bakes in the ability to "just do it", do you know or care about the standards? This seems to mirror an iPhone development paradigm, which is to expect work from the vendor SDK or libraries. The SDK wraps standards implementations, which is done in the way best understood by that vendor. Do Unto Others as You Would Have Done To You We know the cloud is big - perhaps it will inevitably be bigger than the Internet itself as it usurps our conception of location, space and time. Where power forms, rules, groups, and organizations do as well. In information technology there is always tension between open standards and defacto standards. The former are crafted through agreements, the latter through leadership and market dominance. We asked in a prior series " Will a single company become the dominant provider in the cloud? " Today we look at the more practical side of "who is winning now" - who is setting the rules and who is in the trenches. Quite a number of the responses to our earlier posts emphasized that "the cloud should be free", meaning that it should have governing principles to avoid one vendor from owning the landscape. Here are a few groups that have emerged to provide some context in how this may come together, both philosophically and practically. In both, the devil is in the details. A good summary of some of the current combining of forces is by the Open Grid Forum . (In our opinion, grids have given way to clouds as the dominant concept in this technology makeover). A resource directory of initiatives is located at the Cloud Standards Wiki , which in itself was formed by a handful of organizations and movements working to align around setting rules and patterns for cloud computing. The Open Cloud Consortium is organized around developing practices around sharing resources and has recently focused on a developing a test bed. The DMTF is working at the core definition of virtualization. It recently focused on the 1.1 version of the Open Virtualization Format (OVF) specification that focuses on packaging virtualization instances and creating a portable mechanic distribution by defining envelope and collection parameters around the virtual machine and its services. The organization, which contains members of IBM, Microsoft, Dell, VMware, XENSource, Sun, and NEC, has submitted 1.1 for consideration as an ANSI and ISO standard. The efforts by the federal government in its data.gov initiative shows that there's a market that's starting to see the value of raw government data formats . Soon, we would expect this to be powered by a mesh of computer resources that allow all sorts of jobs - integrated jobs - to work with these data sets. It would comprising an active government cloud. Do Not Covet Thy Neighbors Network Resource When looking for things to avoid, we found a lot of philosophical questions around data ownership, logging and portability. These discussions are alive and well and seem to be being absorbed into vendor solutions and consortiums like the ones mentioned earlier. For a more practical view, we turned to a friend of ReadWriteWeb, Thorsten von Eicken , and have summarized his thoughts from a recent post, " Top Cloud API Sins . Bold items are our (loose) mapping to biblical terms. Do not covet your neighbors resources. : Listing of resources without the details, e.g., a list-servers call that doesn't return all the details for each server. This makes it very expensive to poll for server state changes ... Do not make cast idols : Not returning a resource id on creation. Some APIs don't give you a server i.d. when you request a server ... Labor six days, rest on the seventh : Providing a task queue. Several APIs I've seen have a task queue that is supposed to provide updates on tasks that are in progress E.g., you launch a server and you get a handle onto a task descriptor. For us that's just overhead ... Though shall not bear false witness : Not returning deleted resources in a "list resource" call. In particular, terminated servers must be returned in a list servers call for a certain duration, probably at least for an hour. Ouch! ... Shall not covet his neighbor (or force me to repaginate) : Pagination that goes page-wise instead of using a marker, e.g. where you get page one or the first 100 resources and then issue a query for "page 2″ or "from 100 on". Explain to me how a client can get a consistent resource listing when resources can be added and removed concurrently ... Randy Bias added to Torsten's post: Treat others as you want to be treated Your UI MUST use your API so you understand how to be a consumer of your own API ... We plan on keeping up with this list and seeing how it intersects with implementations and standards that evolve. Please let us know your thoughts below. Nirvana: Smells Like Services Orientation Torsten goes on to describe a picture of the future. "Now here's what I'd really like to see. This is what we're working on for internal purposes and it's not easy, which is an event based interface instead of a request-reply based interface... " This sounds like a vision where we all win. Smart services in the cloud, rather than resources alone. This starts to get us closer and closer to an object-orientated network. Maybe that's what the cloud will be for platforms, infrastructure and software. The industry has been quick to identify the layers. But perhaps the point is piecing them together in a smart transactional framework. A way to engineer highly reliable systems around these architecture challenges may sound familiar to those who monitor existing data centers today. Torsten continues, "We run a good number of machines that do nothing but chew up 100% cpu polling EC2 to detect changes. Fortunately cpu cycles are cheap 
". This is practical intervention between vision and get it done. We find it refreshing to hear this type of dialog in the industry and see a fresh opportunity for defining efficient patterns for this next generation of the cloud infrastructure. Perhaps a new concept is forming: "Divine Computing". Where do you sit in the "just do it" spectrum? Photo credit: tsarkasim , Amsterdam Esogna Discuss
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Cloud Religion: Do's, Do Not's, and a Glimpse of Nirvana
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Since the announcement went live yesterday about the Google Marketplace , we've had a number of companies come to us about how its applications will fit with the service. We'll do a fuller look at these companies this week but for some immediate perspective we decided to take a look at Zoho , a service that competes with Google Apps. So it is it interesting that the company joined Google Apps Marketplace in its launch. Sponsor Buy why would Zoho offer its applications to integrate with Google? Yes, the companies compete. But Raju Vegesna of Zoho says that it is far more important to complement Google Apps. Over the past few years the company has worked to make it simple for Zoho customers to use its services in tandem with Google Apps. Zoho offers Google Sign-in, Google Apps Sign-in and recently it integrated with Google Docs. Vegesna gave us three reasons why Zoho decided to be part of the launch. His perspectives should provide some insights about the symbiotic relationship Google Apps Marketplace will foster. Extending The Relationship For many developers, integrating with Google Apps represents a significant business opportunity. Google announced at its launch that it passed the 25 million customer mark over the weekend. Vegesna: "First, we have 50% more apps than Google, especially on the business side (CRM, Project Management, Web Conferencing etc). This means, these additional apps can really complement Google Apps. Google has over 20 million users on G Apps and our Business apps can be sold to those customers. " Google Dominates The Landscape To play in this era, you have to play with Google. They dominate as much as any company has in the past 30 years. The domination in large part is now solidified by its investment in its cloud infrastructure. Vegesna: "Second, we understand that this is going to be a Google dominated eco-system (IBM dominated Mainframe era, Microsoft dominated PC era and Google will dominate the web era) and we wanted to be an important player in this web era. We talked more about this here and here ." A Platform Built On Email, Not CRM Yesterday, we touched on why the marketplace makes sense for companies standardized on Google Apps. With all the contacts in one place, people can add applications to fine tune Google Apps. Does a company start with the same foundation if the platform is built on CRM? Vegesna: "Third, when someone builds a platform, email is a great app to build the platform around, rather than CRM (which salesforce did). We think it'll be a good and succesful platform for online apps which will move the web app momentum forward and we want to be a key player (the same way Adobe was a key player in PC era)." For more about the Zoho integration: Discuss
Excerpt from:
Insights: Three Reasons Why Zoho Joined the Google Apps Marketplace
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