I was in awe last week as I walked around at the Consumer Electronics Show in Las Vegas. It’s truly an amazing experience. The sheer size of this convention is mind-boggling. It’s the one trade show that actually challenges the tourist industry infrastructure of America’s biggest tourist town.

The convention center was filled with multiple pavilions, each holding display booths of companies showing their goods. Some were about video, where I spent most of my time. Others were about cell phones, audio, photography and just about anything else considered consumer electronics. It’s so big, so overwhelming, it’s hard to remember much of what I saw.

But I did come away with a few impressions. I went into a small screening room and put on some goggles to watch TV. The goggles were much more sophisticated than the cellophane-lens glasses han...Read More

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We've been having a recurring debate lately. It started back in May, when we were hurriedly forced to migrate the backbone of our Internet service from an outside provider to our own network. We tried to do 120 days' worth of work in 60.  

It didn't go well.

For several weeks, many of our customers experienced slow, spotty connections and unreliable e-mail delivery. We knew that some customers did not experience problems; we simply didn't know who they were or how many.

We quickly did some market research and learned that one-third of our customers did not perceive that they had any issues, one-third perceived a series of small problems and one-third perceived a significant set of problems. 

With that information, we were confronted with that classic public-relations question: "Wha...Read More

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