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There's no doubt that "social" is the new web. Over the past two years we saw businesses adopt social networking at an unprecedented pace. But what will this year bring in the social spaces? More particular, what role will social business play in software support in 2011? We posed that very question to Rational Client Support and found a myriad of ideas and opinions.
From one of our Rational System Architect and Modeling TSEs, Pritesh Patel, we get the high level view of social business: "The information highway has become a social gathering place where more and more people using it are being seduced by digital media. You no longer have to invite someone for a cuppa tea to have a chinwag and gossip. In support, we have a huge bucket full of data (gossip) that we share. We can now reach out to our clients and provide them with necessary information, which can then reverberate across our various social-business channels. All major organizations are using these tools to create a buzz and that's what we're doing also. We promote support and build a different kind of rapport with our clients."
Sumant Renukarya, a Rational Synergy and Change TSE follows on Pritesh's view with: "We already see a major shift in the way the information is spread, thanks to social networking. At support, the following points play a major role with social networking: social business provides quick access to the required information like specific product related installers, fixpacks, readmes, etc. Promoting events and hence better attendance. And it adds a personal touch with clients, developers, and support personnel."
One of RCS' Knowledge Managers, Phil Wall, points out that: "Social Media in 2011 needs to be more interactive. We have been serving up information, videos and education through our Notes From Rational Support, Twitter, and Facebook channels almost like how a Newspaper reports the news to subscribers. What will make our social business channels more interesting to our community in between relevant information sharing?"
And that, dear readers, is a great question. What will make our presence more interesting? I'll leave you with these two additional questions in hopes of finding out:
What do you think 2011 will hold for software support in social business? What would you like to see from us in these spaces?
image obtained from: flickr user Rosaura Ochoa, illustration by Gerardo Obieta
AcdntlPoet 2700019V2G Visits (3792)
Personal eminence has been on my mind a bit lately, which has led me to take a few actions of my own including my individual addition of an About.Me profile (Kelly has one too ), to signpost our own eminence in the digital spaces. You're going to read that phrase (digital personal eminence) a LOT below, so let me quickly define that out for you: eminence is a position of distinction or superiority. Personal digital eminence, then, is about the power of your electronic presence as a brand; your individual distinction on the web. I'm working to improve mine, and Rational Client Support's of course, but that is easier said than done.
We all know the big brands online. I am guessing you can easily name 5 right off the top of your head without even trying. Individual -people- are a bit more difficult to identify, though I am sure you could still easily name 5 within a short amount of time. These are brands and individuals who likely have rock-star status across the globe; the ones which are known beyond social or cultural boundaries. But that is only the tip of eminence, as both brands and people need to be knowledgeable in their areas in order to really solidify their standings.
In a general context like this, it is very difficult to gain that level of eminence without being a large-scale celebrity. But what if we look at particular contexts within spaces that are important to us? The spaces in which we play on a daily basis... Personal eminence in these contexts can be seen all around you. In the support world this is displayed by those whom are always readily answering questions or sought after for advice. Personal -digital- eminence is just as easily seen if you are involved in forums, user communities, or subscribe to blogs or RSS feeds: it is found in the people you follow, the people who are visible, the people who are always learning and more importantly -sharing- in the digital realms.
Building this personal digital eminence for yourself, however, isn't overly difficult, and is ultimately important for you as well as for your company whether it is IBM or a small unknown start-up. Individually, personal eminence is a direct influence on career success. Now imagine a company which boasts a large number of individuals who all have some level of personal digital eminence... you're likely imagining a very successful company that has a solid, trust-worthy brand backing it up; a company who's name elicits that sense of reliability, much like IBM, I'm guessing.
A quick connection of the roll up from personal to corporate eminence should tell you exactly how important this can be to individuals and businesses alike. It is for this reason that I encourage everyone to join the conversations in your spaces, as yourselves; to step forward and take control of your own personal digital eminence.
Of course, participation alone isn't enough. Not only do you need to be active in your communities and networks, but you need to be authentic as well. Don't be afraid to stand out as a subject matter expert, but don't try and pretend you're one if you aren't. Take criticisms in stride and admit mistakes when they happen (oh, and they will happen). Be open and honest with your opinions, and listen to others as well. Genuine communication is not only a key to building eminence, but also a good life skill as well! Of course, it is this kind of authenticity paired with activity which will skyrocket your personal digital eminence to new heights, improving your company's brand eminence as well as your own career.
I'll ask you now to heed this as a call to action for both IBMers and the public alike: Get out there and distinguish yourself in -your- space. Be passionate, become the subject matter experts, give back to the communities and forums you frequent, and become your own individual brand. Only you can control your personal digital eminence, but it can benefit so many more!
Image credit: (cc) flickr user RambergMediaImages
kellypuffs 06000168YK Visits (1958)
Very cool IBM commercial but perhaps you want to know more. Here's a longer (22-min), but very interesting video: David Ferrucci of IBM discusses the DeepQA Project; the technology and architecture behind IBM's newest technological innovation, the question answering and natural language processing system, Watson.
It IS exciting! And wicked cool!
And p.s. can I get of those nifty clear dry-erase boards in my office?
UPDATE: Seen on Twitter: Check out this preview: NOVA PBS Special on @IBMWatson: "Smartest Machine on Earth." Premiering Feb 9 @ 10pm EST http
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Planning with Rational Team Concert 3.0
AcdntlPoet 2700019V2G Visits (2373)
IBM has been driving the "Smarter Planet" concept for quite a while now, both formally as a campaign and even longer as a general ethic of business.
To drive home a personal perspective of this global focus, this week we asked: What are you doing to make the planet smarter? Here are some of the responses we received from colleagues around the world:
Umberto Ghio is focused on a very personal way of making the planet smarter: I am trying to get smarter myself. As I am part of the planet, by improving myself I am contributing to the overall "smarter planet" ideal. How? I try to do things in a different way, make some efforts to imagine a better solution for each problem I am facing, even if it is an old known problem with a old known solution. Learning; learning something new is the best way to keep your brain young, and opens doors you never even imagined. I do as much as I can not to be obvious; do you get the same question 20 times? I try providing a different (but correct) answer to each one. I try to be as polite and kind as possible; it's too easy to be rude or too focused on yourself. Fun; I try to have as much fun as possible, and I try to involve as much people as possible. Spread the fun, you will never be wrong. A smarter planet? That is one in which everybody is happy
The efforts to make the planet smarter can also be demonstrated in different ways and shapes based on roles and responsibilities people take in their day to day life. As Hamid Kalantari notes, this includes both personal and business roles and responsibilities, and in our support organization this is done by:
Nanesh Bhamkar postulates that a "thought" can definitely change lives. To help make the planet smarter he is currently growing his personal network so that the thoughts can be implemented, noting that in a developing nation like India, new technology is reaching only 5% of the crowd, while the majority of people are still waiting for it to make their lives smarter. He believes this is possible with a good network and support.
We can also compartmentalize smarter planet ideas into professional and personal as Sumant Renukarya has shown us:
At work: I focus, daily, on how to improve my own skills with assisting clients, I try to figure out what else I can improve, and of course I continue my own education.
Off work, there are a lot of small ways in which I am contributing to make a smarter planet. I teach Yoga; healthier people are a smarter planet I reach out to children and instill with them the importance of education. I use water efficiently, and in turn, save water. And here's an easy one: I switch off the power when it is not in use!
Lastly, we all know the following big industries:
They are supported by IBM Rational Client Support!!!
Howard goes on to say: I am really proud that I am part of Rational Client Support and can provide support to those companies making the planet smarter. Whenever I interact with clients and keep their business running smoothly, I know that I am making an indirect but important contribution to a smarter planet.
So.... what are YOU doing to help make the planet smarter? We'd love to hear your ideas in the comments section!
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Be sure to check out the many great resources and links also referenced, and be sure to let us know what you think of the article by rating it. Thanks and enjoy!
Link: Updated Guidelines for performance testing and tuning with ClearQuest Web 7.1
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Top Rational Integrations articles on dW
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Various discussions with customers and questions in the forums indicate that new Projects starting to use Rational Team Concert often struggle to understand how Work Items, Planning, Build and SCM integrate. However, these fundamentals of RTC are needed to bootstrap and customize a project. This article on Jazz.net provides a basic introduction of the underlying fundamental concepts of Rational Team Concert:
An Overview of Project Fundamentals in Rational Team Concert 3.0
(photo credit: (cc) flickr user ogimogi)
AcdntlPoet 2700019V2G Visits (2317)
Memo to IBM Rational Clients about upcoming changes to our remote Technical Software Support:
Currently, when calling for technical support on a limited set of Rational products, U.S. and Canadian clients experience live call transfers to our technical support teams.
Effective January 12, 2011, remote technical software support for all IBM Rational products for these clients will be provided exclusively in call-back mode. You can expect a more consistent support experience, improved skill-based routing, and will gain flexibility in managing your time when interacting with our support team.
You will still be able to open support requests electronically via our Web-based Service Request (SR) tool. This option allows you to provide very detailed information about your issue and environment with the same response times you will experience via the call-back model above. Additionally, the award-winning IBM Support Portal allows you to streamline it to meet your specific product information needs and ensures the resources you require are always at your fingertips. If you haven’t visited the Support area of our website recently, we invite you to take a fresh look at: http
More information on this change can be found in the IBM Rational Support communication here.
All of us in the Rational Client Support organization are here to help you achieve maximum benefit from your investment in IBM software and support services and look forward to assisting with your software support needs.
AcdntlPoet 2700019V2G Visits (2367)
Building on the success of 2010's Meet the Peeps interview series, we are thrilled to announce our 2011 program which we hope becomes just as successful with your participation and support!
"What's your take on that" is an English-language idiom which asks someone for their opinion and ideas.
Our new 2011 "What's Your Take?" Friday morning blog series will ask and publish a question a week along with a handful of relevant, and thought-provoking answers from Rational Client Support colleagues. We'd love to see this generate discussion and interaction from both internal employees and external clients alike.
That said, let's jump right into our first question of the series:
We asked "Is there any technology that you think should get more respect and adoption but does not?"
Bill Penny, an RCS Knowledge Manager, spoke up and noted: I would have loved to see Google Wave completely replace Gmail (or in more general terms, replace E-MAIL). The wave is how e-mail would have been created had we've known then what we know now. Alas, the dark shadow that is e-mail has a strangle hold on us and migrating to anything different is going to take a revolution of epic proportion.
Cleber Neumann Ribeiro, a Support Manager, agreed with Bill but hadn't used Google Wave. As an addition, though, he also added that a way to integrate our tools and centralize information would save a lot of time.
Jason O'Donnell, another RCS Knowledge Manager (yup, that's me), chimed in at one point and noted that outside of the software realm, I'd like to see solar tech garner more respect and adoption. At present, science seems to be making strides to improving scale of size and cost, but the technology still struggles with the stigma of being an 'alternative' source of energy. There's no reason why solar can't at least become a standard supplemental source, if the environment won't support it as a primary. Solar power is not a flower-power era pipe dream, it is in fact a viable source for sustainable energy today. While it is creeping into commonplace in some installations (think call-boxes on the side of highways with solar panels to help power them), it still seems to be relegated to institutional usage and not yet in the mainstream consumer marketplace. A few more significant adopters, a reduction in cost to the consumer, and a shift in respect towards the technology would go far in bringing the world towards achieving reduction in reliance on fossil fuels and becoming a truly 'smarter planet'.
Pedro Luiz Teixeira De Moura, a Software Developer within Rational Support, also agreed and tossed in his take on solar tech saying: During millions of years nature has used solar energy, but we don't use this kind of energy as best as we could. The human race needs to improve our efforts to use solar energy on buildings, cars, computers, mobiles, and more.
So, you've read our quick thoughts on the tech which we think should get more respect and adoption, now... what's YOUR take? Let us know in the comments below
image source: flickr user drachmann
kellypuffs 06000168YK Visits (1753)
I know you've heard it before ... but we DO rely on your feedback to make our content the very best it can be. We'd love it if every time you found a document, it helped you be successful. If not, we'd love to know how we can improve it so it does.
Please consider this yet another plea for your feedback on our technical support content. Thanks in advance!
And more changes are coming - stay tuned!
kellypuffs 06000168YK Visits (3159)
The deadline for submitting your abstract to speak at Innovate 2011 has been extended to January 14, 2011!
And here are 5 tips to get your paper accepted:
There's not much time left, so act quickly.
Hope to see YOU at Innovate 2011!
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This video provides information about ClearCase evil twin elements. It will step you through some examples of how to identify evil twin elements and how to recover once they are located.
About Evil Twins
The rmname command
The mv command
The lshistory command
Many thanks to Denise McKinnon for this material!
kellypuffs 06000168YK Visits (3462)
Enterprise Deployment of Rational 7.1 products using IBM Installation Manager
IBM Installation Manager is a program that helps you install, update, modify, roll-back and uninstall packages on your workstation.
This document discusses the benefits of using Installation Manager over installation methods used with 7.0 and earlier versions of Rational Products and provides instructions on how to setup an Installation Manager repository, how to create a response file and how to perform a silent installation.
kellypuffs 06000168YK Visits (2756)
Hello and happy holidays!
The IBM Rational® Rhapsody® Version 7.5.3 solution provides new capabilities for systems engineers and embedded software developers that help users conduct requirements analysis, design validation, and testing to deliver high-quality applications. Some of the critical new capabilities introduced in this release include:
These new features, plus other enhancements, help systems engineers and real-time or embedded software developers increase productivity and deliver innovative products to the market.
For more information on IBM Rational Rhapsody v7.5.3, including fix lists, system requirements, supported platforms and integrations, and download information, please check out our oh-so-awesome IBM Rational Rhapsody v7.5.3 Release Information document.
AcdntlPoet 2700019V2G Visits (2974)
We are neck deep into "that time of year"; holiday preparations and festivities are in full swing, vacations are in effect, and those of us working this week have been wrapping up our projects before we wrap up our gifts.
With the year coming to a close, I thought it'd be nice to highlight some of our top visited posts from 2010. Take a moment and review some of the posts which made Notes from Rational Support valuable to you this past year...
Your humble blog authors will be on hiatus for the next week, so you'll likely not see many posts from us until after the new year; but we do have some exciting new programs starting up soon... Of course, you'll have to wait until well after Christmas and New Years before opening those presents!
Until then, from all of us in Rational Client Support, have a safe and happy holiday season and a wonderful New Year!
photo credit: (cc) flikr user jreed
AcdntlPoet 2700019V2G Visits (3365)
Hot off the presses is the detailed version of the IBM Software E-mail Processing System (EPS) Help:
The E-mail Processing System (EPS) is a tool to allow registered users of IBM Software products to submit and track problems with IBM Software Support engineers by using plain e-mail. EPS is one of several ways you can submit and track problems with IBM Software Support. Other ways are by telephone and web. You may submit and track a problem by telephoning a contact center in your region.
And now you can easily find help in this detailed document, or even get a compact version of this document's Help information by sending an e-mail message to sw_s
image credit: (cc) flickr user Jonathon Narvey
AcdntlPoet 2700019V2G Visits (2717)
Another brief video will show you how you can use the drop downs menus in the navigation bar to create resources or access existing resources, search for resources with quick search, track resources available from the drop down menus and the mini dashboard, and use the Home menu to switch between projects within the same or different applications.
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Determining where functionality is implemented or what existing code may be relevant for understanding and implementing a work item can be difficult using conventional search technologies. A developer may need to already be highly familiar with existing details such as code organization and naming conventions to be able to use regular expression and other wild-card style searches effectively. In large projects such searches may not be practical, and the developer instead relies on acquired insight. Context-Aware Search enables searching using natural language rather than exact patterns. This capability allows analysis of a work item for relevant keywords. Using these keywords it then locates source code that may be relevant for the work item.
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Check it out, hot off the presses, Robin Wood has compiled a list of 10 articles that had the highest page views of all content published on developerWorks Rational in 2010.
Hurry up and check out this list to see what people across your Rational network are reading, so you can keep up to date with the hottest information and get tips that you can use, too!
image credit: (cc) flickr user, samchurchill
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Rational User Groups are independent, user-run organizations that
an open forum to promote information exchange between customers
and Rational staff.
Here are some of the Rational User Group meetings happening around the world in January and February.
AcdntlPoet 2700019V2G Visits (2978)
Today we are excited to spotlight Sean Logue. As the Business Intelligence manager for RCS, Sean has his hands directly in guiding the organization's ability to adjust and adapt to the changes in Rational Client Support's business space. But don't think for a moment that just makes him a boring metrics guy, as you'll see from his interview below Sean has a diverse and telling list of people whom he admires and even some impressive writing talents! But don't stop there, checkout some of our previous interviews too!
Tell us a little about yourself: who are you, what is your role in Rational Client Support?
I manage the Business Intelligence team for WW Rational Support. We provide the metrics and analysis that is used to help make intelligent business decisions for the area.
How long have you been working for IBM and Rational?
I started with IBM right out of college back in 1989. So, I’ve been working here over twenty years. I moved to Rational about 2 ½ years ago from Tivoli, another Software Group brand.
Have you had any other roles in Rational?
No, but I’ve managed pretty much everything over in Tivoli. Software Development, System Verification Test, Globalization, Information Development, Performance Test. Basically anything that has anything to do with software. I’ve also been a team lead, project manager, and technical writer. But, I’ve never flown a helicopter, so there are still a few opportunities left.
Describe a normal day for you.
I’ve stopped trying to plan my day in the morning before it starts. When I try to do that, I’m invariably disappointed. One of the basic truths of a first line manager’s job is that it is extremely reactive. Each day is defined by that urgent phone call that came in at 9:00, or the concerns raised in a 1x1, or that sametime from the VP. The really great thing about this, though, is that every day is different, so they don’t all just fade into a sea of monotony.
What project are you the most proud of?
Last year I was proud of our dashboard, because it really went a long way toward giving a clear, high-level picture of the state of the organization. That made it valuable to the executives, but wasn't as valuable to first and second-line managers. This year I'm extremely proud of the scorecard, because it brings the same, clear picture, but can be zoomed into whatever role you are in. So, it is useful for TSEs, first-lines, second-lines, and, yes, even executives.
Do you have an "on the job" hero? If you could "follow" anyone for 24 hours, who would it be?
I don’t really want to follow anyone, as that might get me arrested. I don’t have a single hero, but I can say there are characteristics of people that I truly admire. For example, Dale Hobill has tremendous KT skills, and can reduce any problem to rubble in mere minutes using a carefully placed SA. Johnny Scarborough is one of the most genuinely kind people I’ve ever met. And Kelly Smith is the only one in the area unique enough to get all of my jokes on the first try.
Are you a gadget person? What type of gadgets do you use?
Oh, yes. I’m typically an early adopter, too, though I’m trying to hold back and buy version 2 from now on because it is cheaper and less stressful. I love my iPhone 4, and really don’t know what I did without it. I’ll never buy a car without a good GPS system. I have so much remote control equipment that I’m a certified installer. I really like AV equipment in general, and I love the trend to tie them all into a network.
Any new technologies that you think are about to break into the big time?
I’ve been very surprised at how quickly we are moving away from physical media. It is very clear to me that movies, television, music – even books -- are now easier to handle if they exist out on a cloud, and not in real life. I’m a big book and DVD collector, but even I can see that they aren’t going to be around much longer.
How do you grow your technical skills?
I surround myself with experts, ask lots of questions, and, most importantly, I listen carefully and ask follow-up questions to make sure I truly understand.
How do you prefer to find answers to your questions?
Google. What we did before this is a mystery.
How are you using social networking today?
I’m an active participant on Facebook, but I use it mostly for friends and family rather than work. It is amazing how it can be used to create and maintain connections to so many people,
In your spare time, if you have any, what hobbies or activities interest you?
Here’s something very few people know about me. I’m a top 500 Amazon reviewer. (I used to be top 250 but I haven’t written enough reviews lately so my rank went down a bit.) I have written hundreds of reviews. I do it to keep my writing skills up. My first job at IBM was as a technical writer, and I did that for seven years before moving on to other things. Writing is still one of my passions.
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CM Server and CCRC Backup and Restoration Guidelines
Having a strategy and high-level procedures in place for an upgrade from
version 7.0.1.x to version 7.1.x.x of Rational ClearCase and Rational
ClearQuest can greatly assist administrators who are responsible for
upgrading these products in an existing environment.
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Please kick the tires and let us know what you think.
Please note: This rating system is in ADDITION to our current feedback mechanism, so please continue to let us know if our support documents help you achieve your goal and how we can improve them.
And thank you!
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Can't find the updates for your compilers? Check out our
Re-posted, with permission, from the C/C++ Café (thanks, Annie!)