Rome: Some Day We’ll Laugh About All of This
SirsiDynix’s strategy at the moment is a little like the recent American Airlines promotion on Rome: Taste, see, watch, with large dash of Frenzy. At least AA has a 2.0-ey website with all the interactive tools our patrons want! AA describes the video of Rome as “fast and funny”. It is midly entertaining until you realize that this is an American view, and sadly reflects many American stereotypes and misunderstandings. Can miscommunication be humorous? Maybe.
The recent OZSDUG meeting, more carefully cited yesterday by David King, and the post from GlowWorm a few days earlier, have really given me pause as to how to best describe the meeting and the situation. As my husband said, you can’t really be serious, you’re not at a loss for words are you???
These are measured words. I can’t get excited about the hype. I told Jim Wilson, VP of SirsiDynix and one of the original founders of Dynix, and said, “I wanted to sit through this OZSDUG meeting and say nothing and make you worry about what I am thinking.” Of course, I didn’t make it past about 5 minutes without raising my hand. I share some of the same passion that Jim has at heart. Which makes it even sadder to see Jim and colleagues seek our understanding and affirmations of loyalty, touting an imperfect solution. We can hardly wait to see what effect OZSDUG will have on the next version of original cowboy poetry that Jim pens (which, actually, was very good, and so good that we could enjoy it and laugh!)
Points I gleaned from the presentations:
- 8.0 was not bad, just not ready
- Vista basically asked the hard question, “Why do you have two systems?”
- Product Management folks from Sirsi and Dynix have learned to play well together, and have been upgrading Unicorn with 8.x-like functionality all along. (Do we believe that?)
- Why should we believe in any promises of SirsiDynix? “No. You should not believe any of our promises. Go see. Go look. Move when you are ready.” [Jim Wilson]
- The lack of movement on a selection of a CEO: “the washing machine is still spinning” [a customer] — was not addressed, but signaled significant red flags to the customers present.
- “I still have it in my heart to do so”; i.e., create the best system possible for our customers [Jim Wilson]
- “We will not announce an end of life for at least four years for Horizon; when end of life is announced, we will support for two more years.”
- It is the intent of the company to try to certify to Sybase 15 for Sybase Horizon customers.
- Regarding the findings of the Gartner report, “Many things are incorporated into the new 3.1 Unicorn that were recommended in the Gartner report, including APIs.”
- “The release time line is more important than the functionality incorporated into the release.” [a SirsiDynix sales rep, not present at this meeting]. Discussion revolved around trying to deliver cleanly and on time, so in essence, this would appear to be true.
- 8.x had scaling problems for the largest sites; didn’t play well with thin client; servers being quoted were too substantial (unaffordable for small sites, and large enough to support “whole third world countries”); parity in functionality was still missing.
- Dynix Classic, and Horizon, in general, cannot be end-of-lifed because they have too many people on it. “We do not have enough people to do it” [the migration]. This led to concerns about the severe impact on Unicorn Client Care performance if Horizon and Classic libraries are moved over to Unicorn.
- Acq data and serials data (patterns) can be migrated to Unicorn; however, later, it was suggested that if you are looking for Acq and Serials functionality, you wait for migration until additional functionality is added to Unicorn.
- Wireless network support people were ones let go recently with discontinuation of that service emphasis.
Jeff Schilling, national sales rep for EPS/Rooms, presented a fast overview of EPS and Rooms capabilities. I have to give Jeff credit, I finally saw a fire of passion in him as he came alive in the presence of the Rare Book Room at Linda Hall Library. What was rather revealing, however, later, in user discussions after the SirsiDynix people had left, was that *no one* in the room had yet implemented EPS on the Unicorn side of the family. Are there reasons why? I understand the limited applicability of Rooms (”the academics won’t like them”), but what is holding sites back from implementing EPS? The age of the design? The overabundance of text? Not 2.0-ey enough? Too complicated to administer? Price? If this is the portal of the future, how is it that midwestern users haven’t raced to embrace it? Or is EPS, too, going to fall by the wayside? How does the VAR relationship with LifeRay dovetail into the EPS application?
After lunch, Scott McCausland presented [”I’ve got 183 slides and I’m not afraid to use them.”] Given that Scott is Eastern Sales (and last time I looked Kansas wasn’t “east”), but wrote the contracts for most of us when he earlier represented the Midwest Sales Region, he outlined future needs and desires of libraries and the company, touching briefly on the HTML web client and faceted and visual searching in screen shots.
Scott wrapped up the SirsiDynix presentation portion of the meeting, asking for feedback on what else libraries need or desire beyond “The ILS, … the tip of the iceberg.” This is where the question of Stephen Abram’s influence on the company came into play, where the “fine line” exists between the SirsiDynix Institute and the ILS side of the company. Kudos to David Pattern for reading correctly inbetween the lines: if Abram can have a list of what should be in Rome, shouldn’t each customer? And shouldn’t the company be listening to the customers even more than Abram?
This led to additional comments on the absolutely abysmal efforts to communicate with directors, administrators, and particularly the 8.x sites over the last three months. SirsiDynix web site design, availability of material, accuracy of current contact (sales) and data, and complete disarray of information was noted. Incomprehensible Rome product comparison documentation was also mentioned. Scott emphasized the Rome Webinars, and continued efforts to take Enhancements from both Unicorn and Horizon enhancement databases. Customers suggested needs and continued interest in touch-screen technology for both opac, staff, and patron empowerment interfaces.
Scott spoke for all four SirsiDynix folks attending, saying they draw strength from attending regional meetings such as OZSDUG. You can’t not go to a meeting and realize how much strength is needed to get through a user meeting. Participants as well as presenters are exhausted at the end of it all. Scott mentioned the upcoming joint UUGI/CODI conference in 2009. All present know the strengths of CODI and UUGI. How do we, as customers, convey to a company [disorganized and inattentive in its current state], that the reason they exist as a company is solely as a result of the customers they *keep* [happy]?
After SirsiDynix personnel departed, the Unicorn and Dynix/Horizon folks hung out together rather than separately. Discussion included:
- Sirsi and Dynix user interests are converging. Group agreed that continued joint meetings under the OZSDUG umbrella were useful, and distinctly useful enough to not necessary be absorbed in the larger regional UUGI structure. Geographically this may push OZSDUG meetings further north in to the KC Metro area partly due to size of meeting rooms, but certainly we have more in common than more to separate us.
- Company should (dare I say, MUST) listen to the user groups, CODI and UUGI both. To ignore CODI, and ignore their organizational independence, will put the company at peril. If the company does not understand this, the company will lose customers. UUGI members present acknowleged that an independent user group is preferable, and that both groups need to continue to lobby their Boards for the best possible solutions and relationships with the company.
- Discussions of the company’s lack of communication and disarray, and what that means to all sites present.
- Discussions on the slowness of the GL3.1 Java client, and how further development of 8x features could impact this problem. Discussions on impact of Client Care, and various support techniques of skirting the problems. What is the true cost of customer service, particularly if it is done poorly?
- Several Unicorn “refreshes” (may or may not correspond to releases) have been added since incorporation of TAOS-functionality; similarly, the last 4-5 “scrums” added Horizon functionality, at least since Talin Bingham’s tenure with the company. Unicorn customers did acknowledge much better patch clusters and much more solid releases in the last year or more.
- Mention of the regional SMUG meeting, coming up July 26-27 in Bellevue, Nebraska.
- Mickey Coalwell of NEKLS (Lawence, Kansas) graciously volunteered to organize a venue and presentation for another meeting later this summer.
Finally, peppered throughout yesterday and today on the Horizon-l Listserv, the efforts of the company, however needed, misguided, or philanthropic the intention might be, to survey its users. It’s too early to tell which is worse: the quality of the interns/telephone support reps whose job it is to contact us, or the state of the customer data that they are being asked to review with us. Further comments today include admissions from the interviewers, who, when asked “‘why [are you] ask[ing] if libraries were searching for other ILS systems?’, he replied that they are no longer asking that question. He admitted it was not pertinent and was really none of their business.” (Thanks, Ruth!) So I guess the company thinks we’re all looking at other systems!
I can only sum up OZSDUG with another key David Pattern-ism (thanks, David!)
h3y d00dz - 4r3 y0u 7h!nk!ng 0f upgr4d!ng y0ur !1$ $y$73m !n 7h3 n3×7 7hr33 y34r$?
How we answer this question, and in whatever dialect, is the choice that confronts both Unicorn and Dynix users. Do we Blog? Shout? Complain? Or vote with our feet? Maybe some day we’ll laugh. Maybe not today.
