Archive for August, 2006

How not to handle email

How not to handle email, an example of bad practice in the Irish Public Service.
The Driving Test Section, Department of Transport, Ireland looks like a very modern organisation embracing the internet.


On its FAQ page it says

Q. What happens if I must cancel my test appointment? A. It is imperative that you notify the Department as soon as possible. Another person, who will have been waiting for some time, will be able to take up your time slot. You can cancel by writing to Driver Testing Section, Department of Transport, Government Offices, Ballina, Co. Mayo, or by fax at (096) 24400, or by telephone during office hours LoCall 1890 40 60 40 or on the 24 hour, 7 day, cancellation service at (096) 24250. You can also cancel by email via this website. If you give at least 10 days notice and you have not previously cancelled more than one appointment on foot of this application your test fee will not be forfeited.


Note how they don’t give the email address though. When then mention writing they give the address, and when they mention phoning they give the number, but then they mention emailling they don’t give the address, after some browsing it appears to be DrivingTest@Transport.ie.


So you type a simple email, saying hello this is xyz, your ref 123, please cancel my test”, you press send, and think you are finished. But wait here comes the auto reply.

—–Original Message—–
From: Postmaster@environ.ie [mailto:Postmaster@environ.ie]On Behalf Of
DrivingTest
Sent: [removed]
To: [removed]
Subject: Re: [removed]

If your query relates to:

1. Receiving an acknowledgement of your application for a driving test, you should receive an acknowledgement letter by post within one week of applying for the driving test. This applies to both postal and internet applications.

2. Test cancellations and rescheduling, please use our automated phone service 1890 40 60 40 with options. You will receive written confirmation within 5 working days.

3. When you can expect your test to be scheduled, our average waiting time per region is:

· North Leinster………50 weeks
· South Leinster……..50 weeks
· West………………….27 weeks
· North West…………27 weeks
· South East………….37 weeks
· South West…………27 weeks

Waiting times for individual test centres are available on our web site www.drivingtest.ie or by calling 1890 40 60 40 and choosing option 3 when prompted.

4. Getting an early test appointment - Early test appointments can only be arranged if you require a full licence in connection with your work duties or if you are leaving the country for a period of at least 3 months and will require a full licence ahead of the trip. Proof of this requirement (a letter from your employer certifying that you need a full licence in order to carry out your employment duties or copies of tickets/booking of travel abroad) must be posted or faxed to this office. We will then prioritise your application.

5. Complaints - If you wish to make a formal complaint concerning a driving test, please write to the Customer Services Officer, Driver Testing Section, Department of Transport, Government Offices, Ballina, Co. Mayo.

6. Any other query, please phone a Customer Service Representative on 1890 40 60 40

To translate that fluff into english, the email says thanks for your email, we will never read it instead phone us. So the Department has an impressive letterhead, boasting multiple modes of communication, saying they have an email address, but in reality its a dead end. It’s like saying you have a phone number, but if anyone calls all they hear is a recorded message saying “Thanks for your call, to contact us write us a letter”! But hey, I hear you exclaim, I thought that drivingtest.ie was an egovernment site? Well it is but unfortunately while their is an impressive booking form, there is no contact form.

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The Untold Delights of Duluth

Speech of J Proctor Knott, of Kentucky, delivered in the U.S. House of Representatives on the St. Croix and Superior Land Grant, January 21, 1871.


On January 27, 1871, a forty year old congressman from Kentucky, who was little known outside of his state, sought recognition on the floor of the United States House of Representatives. In the next half hour, however, he would change that. He would take up the question of whether federal lands should be given to the St. Croix and Lake Superior Railroad in order to build a new line that would run from Houlton, Wisconsin, on the St. Croix River, to Superior, Wisconsin, located at the western end of Lake Superior and, as it happened, close by a scraggly Minnesota village of some three thousand people, called Duluth.


According to the Congressional Globe, Knott was interrupted by “laughter”, “great laughter”, “roars of laughter” and “shouts of laughter” a total of sixty-two times. Once he had finished, the bill for the railroad was dead as it could be, and he had made famous, by mistake, little Duluth, which the railroad had never meant to put on the map in the first place.


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Fake Cheques

You have probably seen posed photos of businessmen and charities exchanging large cheques in photographs for years, the large cheques are of course just props, unless you are imagining a comedy sketch where someone walks into a bank and tries to lodge one! The actual transfer of funds if made later with a normal sized cheque, or by some other method.


Have you ever looked at one of these large cheques in detail? No, ok lets have a look. This is a file photo, I’ve removed the name of the payee, because we are just looking at the preprinted elements.



It looks ok but some elements are missing.



Here are the missing elements shown in red


Technically speaking are these cheques illegal? Well the CRIMINAL JUSTICE (THEFT AND FRAUD OFFENCES) ACT, 2001

29(2) A person who, without lawful authority or excuse, has an instrument which is, and which he or she knows or believes to be, a false instrument in his or her custody or under his or her control is guilty of an offence.

Clearly the instrument is not false as it differs so much from an authentic instrument, and also even if it was considered false then it would still not be illegel as it was provided by the bank (lawful authority) and is used for presentation purposes only (excuse). Yawn.

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Snakes on a Plane


Snakes on a Plane became is an Internet phenomenon. The title inspired bloggers to create songs, apparel, poster art, pages of fan fiction, parody films, mock movie trailers.. Snakes on a Plane has also inspired the creation of graphics for fictional movies about other animals in odd settings, like “Sharks on a Roller Coaster”.

A viral video entitled “Snakes on a Plane Early Auditions” features comedian Dave Coyne doing impressions of actors Christopher Walken, Jack Nicholson, Joe Pesci, and Robert De Niro, and muppet Beaker, doing casting auditions for the movie. The video has been featured on Digg, iFilm, YTMND, and of course YouTube, it was also included as enhanced content on the official movie soundtrack, showing that anyone with talent and an internet connection can attract the attention of the traditional media.


There are so many parodys!


The “auditions”


The “music videos”


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Samuel Beckett

Once you before famous you can do anything and people will accept it, admire it, and congratulate you. No, I’m not just talking about David Hasselhoff, I’m talking about Samuel Beckett, listen to this, a classic example of the Emperor’s New Clothes



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Enrico Caruso

Enrico Caruso (b. Italy 1873– d. Italy 1921) was one of the most famous tenors in the history of opera. Caruso was also the most popular singer, in any genre, in the first twenty years of the twentieth century and one of the pioneers of recorded music. His voice had a good range, power, and beauty.

Enrico Caruso - Over there (1918)

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Courtesy titles taken a step too far

What is your name is it John Smith, or Mr John Smith, or Dr John Smith? Well whatever your title if you are booking a flight on ba.com you needn’t worry, just look at their list…


Indeed, the very notion of having a courtesy title drop down menu is unnecessary, if they must know someones titles then a text-box with a max character value, of say 20, would do the job.

From the list I like the title “Conte”, it sounds like an alcoholic drink that would become extremely popular with a young crowd, (Corona Extra?), and then fade away. But getting back to the point if you have alot of options then don’t use a drop down menu, use a text box instead, if you are still not convinced then consider a drop-down menu for every possible male name, now you see my point.


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Petrol Rationing

I was recently talking with someone who was telling me that as recently as 1979, or thereabouts, there was petrol rationing in Ireland, he remembers getting a lift from a friend into the city and then walking to his office (instead of driving to his office directly and parking outside).


Of course when I talk about petrol rationing, other hydrocarbons such as Diesel were also rationed so there was no loophole!

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Hasselhoff says Jump in my car

It’s Hofficial, your favourite cult icon wants to take you home! The Hoff returns with a cover of the 1975 classic “Jump In My Car”. Recorded in Sydney, Australia in 2005.




and here is a “making of” video




Note that the car is a T-Bar, while the real KITT was a coupe, also note that the car is Right-hand-drive, possibly because it was filmed in Australia, while the real KITT was Left-hand-drive.

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Why don’t they reply to my emails?

It’s happened to every one you send an email but you never get a reply.


Well if you email a small-medium sized enterprise (SME) company it is likely that your email will be read, but what happens then is the problem. It will be forwarded to someone else who will take care of it, but what if that person forwards it to someone else, who might be “out of office”, and so on. You might evantually get a reply after a month, but then again you might never. To test this use “Read receipts” on your outgoing emails, and watch as you hear that 35 people have read your email, but none have bothered to reply, be amazed at the interesting surnames and variety of address formats (firstname.lastname@example.com, f.lastname@example.com, lastname@example.com, firstna@example.com)


A company worth its salt would never ignore a phone call. If you call any SME (during business hours at least) someone will answer the phone in seconds, indeed if they let it ring out too often they might be fired, because others in the office can hear it, but not so with emails, they quietly dissappear, with an ease even greater then paper letters or faxes which must be physically shred. It’s not like asking for a reply is akin to asking for a favour, you are a potential customer, you have actually expressed an interest in some product. Perhaps these companies want you to phone instead? Look at their revenue generating phone numbers (not premium rate of course) but near enough.


Let me be clear if an email asks a silly question then it should be ignored, for example an email to info@ryanair.com saying “Dear Sir/Madam please quote me your best price for two seats from AirportX to AirportY” is silly, that customer should use the online booking system, which doubtless cost alot to create.


But when a company doesn’t have any system, when they just have brochure website they should reply to emails.

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