Some people have asked why I keep talking — on this blog and elsewhere — about Nokia’s US service problems. This video explains my motives. In a nutshell, it’s because I want to keep options open for journalists. Tools like the Nokia N95 represent a way for journalists to make their own opportunities, regardless of the fate of news organizations. But if Nokia continues to mishandle its US market, it could easily lose out to the Apple iPhone — which, while slick, is not the best tool for mobile reporting/blogging.
|Nokia Conversations Blog|
|Nokia’s Conversation Blog has launched an extended discussion on its myriad US service problems.|
I’m happy to report that there has been some progress (small, but real) from Nokia in terms of addressing it US service problems, which I’ve written about extensively.
First, here’s their most concrete step forward so far: Today, Nokia announced that the long-awaited firmware update for the US N95-3 should be available by early June.
Note that this does not mean Nokia has improved its firmware update process — which (as Beth Kanter, Robert Day, and I noted) is PC-only and very cumbersome, confusing, and annoying. And, in my experience, Nokia’s firmware update process is also risky — it’s what bricked my N95 in April.
…But still, a lot of US N95-3 users have been waiting (and waiting) for this firmware update. News that it’s coming soon appears quite welcome in that community, judging by the initial comments to the announcement.
Also, I’m encouraged to see that Nokia’s Conversations Blog yesterday launched a series of posts on its myriad US service problems. So far, there’s been:
- May 15: Introductory post, in which Nokia promises to specifically respond to my six suggestions for their US operations.
- May 15: A post on US repair turnaround time.
- May 16: A post about the forthcoming N95-3 firmware update.
I think the fact that Nokia has made this discussion so public, and is respecting and addressing concerns raised by users, is a very positive step. Frankly, this is far more than most major companies are willing to do. Nokia is willing to publicly acknowledge its significant problems, and doesn’t seem to consider this inherently risky or bad for business. Many, many companies and organizations could take a lesson from Nokia on this front.
That said, Nokia’s blog does try (understandably) to put as positive a spin as possible on its US service problems. As far as I can tell, they’re not painting a specifically inaccurate rosy picture — but so far they haven’t directly tackled the hardest issues.
Therefore, it’s still up to current and would-be US users of Nokia N-Series phones to keep pushing for clear answers to our most pressing questions and concerns. This is going to take time, folks.
Here’s what I mean…
|I love iCal, but it’s driving me crazy lately. Help!|
As you might have guessed, I’m a pretty busy person. If I didn’t have a good electronic calendar program, with alerts and reliable backup, I’d be totally lost. That’s why I’ve been a devoted user of Apple’s iCal program for about 10 years.
A few months ago, when I upgraded to a Macbook Pro with the Leopard OS (original install, not a Leopard upgrade), iCal started getting weird on me. I’ve been to the Genius Bar at my local Apple Store twice about it, and have yet to find a problem. But I’m getting concerned, because I depend so heavily on this program. If it totally flames out on me, moving to a new solution will be a big hassle.
So I’m hoping some of my readers, or someone in the iCal support forums, is smarter or luckier than me and the folks at my local Apple Genius Bar.
Here are the iCal problems I’m experiencing, and what I’ve tried (unsuccessfully, so far) to diagnose and fix it. Your ideas and suggestions for further measures are most welcome…
|Steve Jurvetson, via Flickr (CC license)|
|Venture capitalist Steve Jurvetson had some nice things to say about the Nokia N95 in March 2007. Wonder what he thinks of the US service and support?..|
Looks like Nokia USA is making some initial moves toward improving how it serves the US market. So far, these seem focused strictly on the hardware — and not the service, support, and availability problems American consumers face. These steps may improve Nokia’s chances in the US market in a year or two.
Well, it’s a start…
Still, there is MUCH more room for Nokia USA to improve significantly in the short term by offering better (i.e. reasonable) service terms for high-end phones. I’m puzzled why the company is not pursuing this low-hanging fruit. While the changes Nokia is planning for its hardware might please US carriers and retailers, the company is still shooting its US reputation in the foot among high-end US consumers with its abysmal US service and support.
This might end up being a surprisingly difficult market problem for Nokia USA. We high-end consumers — especially mobloggers and journalists (professional and amateur) — do talk! Right now, even though Nokia has the best mobile product on the market for our needs, more and more of us are frankly scared to buy or update a Nokia N-Series phone. Why? Because we suspect (with good evidence) that Nokia doesn’t really care much about our experience after we buy their phone.
We are willing to pay a premium price for a Nokia — but we’re not willing to risk being left twisting in the wind.
To catch up, here’s what Nokia USA has said it would do for the US market so far, and why (even though these are constructive steps) they’re still missing the point…
On Saturday I attended an event held by the Northern CA chapter of the Society of Professional Journalists. I was covering the keynote panel, “New Money, New Media, New Hope,” live via my amylive Twitter account. Fellow journo and Twitter user Saleem Khan submitted a couple of questions for me to ask the panel. However, the panel ended before I got a chance to pose them.
Fortunately afterward I caught up with one of the panelists, Geneva Overholser, who’s about to take the helm at USC’s Annenberg School of Journalism. She was kind enough to offer some thoughtful answers to Khan. Here’s what she had to say.
(Note: My apologies for the different audio levels between the intro and the interview. I recorded on two different devices and edited in iMovie HD, which I don’t yet know very well, so it’s a little clunky. I’m still learning.)
Here’s more info about who was on this panel…
Here’s why I’m going to get myself some “internet insurance.” I never want to deal with this situation again.
And BTW, Nokia (you’re still listening, right?) this NewsTools 2008 conference I’m out is a big reason why I bought my N95 last month — remember, the one that bricked after your firmware update and that you wouldn’t replace immediately for free? The one I don’t have with me right now? Grumble….
A post by Beth Kanter today introduced me to the work of videoblogger Rupert Howe, who recently emigrated from the UK to Canada. I checked out his videoblog, Twittervlog.tv, and saw that I’m not the only one who’s been having a passionate, torrid, heartbreaking affair with Nokia’s N-Series high-end phones.
Here’s Rupert’s moving tale of the sudden death of his N93:
Since Rupert just moved to North America (where Nokia’s service and support for its N Series phones may be slightly, um, more limited than what he’s been accustomed to in the UK), I left a comment to warn him about the situation here.
Good luck, Rupert. I hope you have better luck than I did.
|Remind you of any journalists you know?…|
(NOTE: I originally posted this article on Poynter’s E-Media Tidbits. But I thought Contentious readers might be interested in it, too.)
Most of what I do is help journalists and news orgs wrap their brains around the Internet. Generally I enjoy that work. Lately, though, I’ve been getting quite aggravated at the close-minded and helpless attitudes I’m *still* encountering from too many journalists about how the media landscape is changing. Those attitudes are revealed by statements, decisions, actions, and inaction which belie assumptions such as:
- The only journalism that counts is that done by mainstream news orgs, especially in print or broadcast form. Alternative, independent, online, collaborative, community, and other approaches to news are assumed to be inferior or even dangerous.
- Priesthood syndrome: Traditional journalists are the sole source of news that can and should be trusted — which gives them a privileged and sacred role that society is ethically obligated to support.
- Journalists and journalism cannot survive without traditional news orgs, which offer the only reliable, ethical, and credible support for a journalistic career.
- Real journalists *only* do journalism. They don’t dirty their hands or distract themselves with business and business models, learning new tools, building community, finding new approaches to defining and covering news, etc. As Louisville Courier-Journal staffer Mark Schaver said just this morning on Twitter, “[Now] is not a good time [for journalists] if you don’t want your journalism values infected with marketing values.”
- Journalistic status and authority demands aloofness. This leads to myriad problems such as believing you’re smarter than most people in your community; refusing to “compromise” yourself professionally by engaging in frank public conversation with your community; and using objectivity as an excuse to be uncaring, cynical, or disdainful.
- Good journalism doesn’t change much. So if it is changing significantly, it must be dying. Which in turn means the world is in big trouble, and probably deserves what it will get.
There’s a common problem with all these assumptions: They directly cut off options from consideration. This severely limits the ability of journalists and journalism to adapt and thrive…
Quick video post from the Denver International Airport today. Thanks again to the folks at Nokia for raising on their own Conversations blog the issues related to Nokia USA’s inadequate service I’ve been talking about on Contentious.com. (See Nokia’s posts yesterday and today) . I appreciate their willingness to engage in a frank public conversation geared toward solving problems for their US customers
Across the US, many journalists (pro and amateur) and mobloggers could make great use of pro-quality, multifunctional reporting tools like the Nokia N95 and N82. However, right now, the very slow and limited service that Nokia USA offers — coupled with significant known flaws in Nokia’s clunky, Windows-only firmware update process (which can turn your phone into an unresponsive brick) — foists too much risk upon high-end US consumers.
|Nokia’s Conversations blog is getting interesting now that it’s not all just happy talk.|
Recently Nokia launched its Conversations blog, a good first step any company can take toward transparency and engagement with its customers, partners, and critics. Not surprisingly, most of the initial posts were “happy news” of one kind or another. I don’t begrudge them that — almost any company is doing some good things worth discussing.
But the real proof of how serious a company is about embracing public conversation is whether it’s willing to openly discuss thorny problems. Today Nokia’s blog took a first step in this direction with this post: When things go wrong with updating your device software.
There, Nokia staffer Charlie Schick picked up on the discussion that’s been happening here on Contentious.com, and on other blogs (like Beth Kanter’s and Jenifer Hanen’s), and via social media like Twitter concerning the myriad obstacles encountered by current and would-be US users of Nokia’s high-end N-Series phones. He focused on the firmware update problem I and other US users have encountered and mentioned Nokia’s support forums — which can indeed be a useful resource for solving some problems with Nokia devices.
Schick’s blog post is a good start. But I found his comment today on my blog even more to the point.
…All in all, I think this is a promising start to the public conversation. Of course, so far it’s all “just talk” — but real progress comes from action. It’ll be interesting to see what kind of action Nokia and its US market can muster together.
I left a couple of comments on Nokia’s blog — which will probably be approved for publication to the blog after people get to work in Finland. So in the meantime, here’s what I commented…