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Table Of Contents 
Volume 9 • Issue 9 • September 201 1 



Essential Business Tech 

Technology intelligence for 

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and entrepreneurs 


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I Google To Buy 
Motorola Mobility 

Shares in Motorola 
Mobility have done 
well since Google's an- 
nouncement that it 
would buy the com- 
pany for $12.5 billion 
in cash. According to 
Motorola Mobility, the 
company has about 
17,000 patents, which 
will be vital for Google 
as it continues to shield 
itself from litigation 
over its Android mobile 
operating system from 
competitors, including 
Apple and Microsoft. 
Google expects to com- 
plete the acquisition 
in early 2012. It is the 
largest buyout for 
Google; the largest pre- 
vious deal was the $3.2 
billion acquisition of 
DoubleClick in 2008. 

I Adobe Buys 
E-signature Company 

Adobe Systems announced 
it had acquired Palo Alto, 
Calif.,-based EchoSign, which 
offers digital signature services 
for the Web and a variety of 
platforms. Adobe will add 
EchoSign-based digital sig- 
nature capabilities to its own 
document exchange services 
platform. In doing this, Adobe 
says it "will be addressing the 
need to provide better cus- 
tomer experiences by signifi- 
cantly reducing the time, cost, 
and complexity associated with 
having a document signed." 

I Oracle To Buy CRM Company 

Oracle announced it had en- 
tered into an agreement to 
purchase the San Bruno, Calif .,- 
based InQuira by year's end. 
InQuira provides CRM solu- 
tions to the banking, insurance, 
manufacturing, retail, tech- 
nology, and telecom industries. 
"We expect InQuira to be the 
centerpiece for Oracle Fusion 
CRM Service," said Anthony 
Lye, senior VP of Oracle CRM, 
in a statement. "With InQuira, 
Oracle will provide an inte- 
grated suite of proven solutions 
that deliver a comprehensive 
and highly personalized experi- 
ence for every customer, across 
all channels." Terms of the deal 
were not disclosed. 

I Dell & Cloudera Aim To 
Simplify Hadoop 

For organiza- 
tions that use 
(or wish to use) 
the open-source 
Apache Hadoop 
framework for 
processing large 
data sets, Dell 
and Cloudera 

have collaborated to simplify 
the deployment, configuration, 
and management processes 
associated with using Hadoop. 
The combined product offering 
is geared toward finance, 
retail, utility, Internet, and 
other industries and includes 
Cloudera's CDH Hadoop 
distribution and Cloudera 
Enterprise along with Dell's 
Crowbar software and 
PowerEdge C2100 server. 

■ CA To Buy Web 
Site Performance 
Monitoring Company 

WatchMouse, a nine-year- 
old Web site performance 
monitoring company with 
offices in the Netherlands 
and San Francisco, ensures 
that businesses' Web sites 
are thoroughly tested for fast 
page loading and response 
times, 24/7 availability, and 
easy and proper functionality 
for Web sites and Web apps. 
Unified management company 
Nimsoft, which is owned by 
CA Technologies, will acquire 
WatchMouse. According to 
CA, WatchMouse will become 
part of its CA Application Per- 
formance Management solu- 
tion. Terms of the deal were 
not disclosed. 

■ Belkin & ClearCube Partner 
For Virtual Desktops 

Government agencies have 

looked to virtualization 
services to provide greater 
employee access and si- 
multaneously reduce costs. 
In response to this trend, 
Belkin and ClearCube an- 
nounced a partnership to 
deliver "zero client" virtual 
desktop products for gov- 
ernment use. The offering 
includes Belkin's Advanced 
Secure DVI-I Keyboard- 
Video-Mouse switches and 
ClearCube's ClientCube 
solution; the combination 
lets users securely switch 
between physical (local) and 
virtual desktops, thus pro- 
viding what Belkin describes 
as "secure access to multiple 
systems and different classes 
of networks from a single 
user console." 

I LTE 4G Continues To Expand 

To update our ongoing cov- 
erage of 4G developments, 
we have two news items 
worth noting. Clearwire, 
a long-time proponent of 
WiMAX 4G, announced its 
plans to embrace LTE (Long 
Term Evolution) 4G and add 
LTE-Advanced capabilities 
to its network; Clearwire 
reiterated its ongoing sup- 
port for WiMAX. And in 
other news, Verizon Wireless 
announced that its LTE net- 
work now covers fully half of 
the U.S. population. 

Dell's PowerEdge C2100 rack server is part of a new Apache Hadoop package from Dell and Cloudera. 

4 September 2011 / 



I Patriot Releases SSDs With 
Record-Breaking Performance 

Patriot Memory's newest line of 
SSDs (solid-state drives) all use 
the SandForce SF-2200 processor 
(also new) to achieve 555MBps 
read speeds and 520MBps write 
speeds. Each drive in the Patriot 
Wildfire series is the standard 
2.5-inch size and uses the SATA 
6Gbps interface. The SSDs are 
currently available in 120GB 
and 240GB capacities; a 480GB 
version is "coming soon," ac- 
cording to Patriot. 

Patriot Memory's Wildfire series of 
SSDs offer super-fast performance in 
capacities up to 480GB. 

I Barracuda Doubles Capacity 
For Cloud Storage Offering 

The Barracuda Backup Service, 
a Web-based product Barracuda 
Networks offers in conjunc- 
tion with its Barracuda Backup 
Server, is still available for a flat 
rate of $50 per month, but the 
company recently announced 
that the capacity provided at 
that rate has doubled to 200GB. 
Barracuda's Gary Suter said 
in a statement that the change 
is being made to address the 
needs of today's businesses. 
"Data usage is increasing 
quickly," he says, "while IT 

budgets are falling under con- 
siderable pressure." 

I Google Buys Domain 

Google provided some added 
publicity to a company called 
.CO Internet SAS with its pur- 
chase of the URL for an un- 
disclosed sum. As an offshoot of 
this purchase, Google now offers 
a public URL shortener (along the 
lines of or 
at, which shortens URLs 
to include a suffix. This is a 
boost for .CO Internet SAS, which 
sells and promotes the use of the 
.co domain suffix; its most note- 
worthy customer prior to Google 

■ RIM Provides BlackBerry 
Management Tools For 
Small Businesses 

Small businesses generally have 
little or no IT staffing, and yet they 
require many of the same mobile 
tools for success that larger busi- 
nesses employ. With that in mind, 
Research In Motion launched 
BlackBerry Management Center, 
a free cloud service geared to- 
ward businesses with three to 100 
employees. The service provides 
companies with administrative 
controls, such as remote trouble- 
shooting and software updating, 
in a fashion that doesn't require a 
great deal of technical knowledge 
from the administrators. 

I HP Does Turnaround In 
Mobile Market 

With Google's Android OS 
pushing ahead of Apple's iPhone 
in some categories, and Google 
facing lawsuits over patent in- 
fringement allegations related to 
Android, it seemed like an oppor- 
tune time for HP to launch its new 
webOS smartphone. But within 
weeks of heralding a new global 
push for the webOS 3.0 operating 

system, HP announced it will end 
its mobile (tablets, smartphones) 
business. HP is reportedly also 
considering a sell-off of its PC 
business. HP is now refocusing 
its primary efforts on technology 
services for businesses. 

■ Group Gobbles 
Network Solutions For $560M Group, which offers 
services that help SMBs build, 
improve, and market their Web 
sites, has agreed to acquire 
Network Solutions for $560 mil- 
lion in cash and stock. Network 
Solutions is a comprehensive 
Internet solutions company, of- 
fering everything from domain 
names and hosting to security 
and marketing services. The 
acquisition stands to "dramati- 
cally expand our scale," said 
David Brown, chairman and 
CEO of Group, "and 
further expand our market 
share as the nationally recog- 
nized go-to provider of online 
marketing solutions specifically 
tailored to small and medium- 
sized businesses." 

The Pre 3 smartphone is the first to 
use HP's webOS 3.0, but looks to be 
the last HP smartphone. 

I Lawson Adds Software 
For Greater Mobile Access 

Lawson Software has re- 
leased three new mobile 
software titles, each with 
different target users but 
all designed to provide 
employees with greater 
mobile access to certain 
business systems. The 
new releases are Lawson 
Mobile Employee, which 
works with the company's 
desktop HR software to 
provide "select human 
resource information" to 
managers and employees 
via mobile devices; Lawson 
Mobile Requisitions, 
for creating requisitions 
away from the office; and 
Lawson Cloverleaf Global 
Monitor Mobile, for mobile 
monitoring of Cloverleaf 

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Merchant Report ingi Customer Spend Levels 

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Bloomspot offers merchants 
and customers a performance- 
based online offer platform. 
Merchants can view informa- 
tion about customer behavior. 

I Startup Offers Price 
Monitoring Service 

To help automate the 
manual process of 
monitoring competi- 
tors' pricing, startup 
BlackLocus offers a 
pricing as a service 
geared toward online 
retailers. Its Web-based 
program analyzes the 
competitive landscape 
for an online retailer's 
products, providing 
information on compo- 
nents such as pricing 
and shipping cost, with 
a dashboard and alerts. 
The company says the 
resulting insight into 
the competitive land- 
scape helps online 
stores optimize pricing 
and rank favorably in 
price comparisons. The 
company also plans to 
integrate its product 
into shopping cart 
systems. BlackLocus 
recently raised $2.5 
million in Series A 
funding. DFJ Mercury 
and Silverton Partners 
co-led the round, with 
additional investment 
from Innovation Works. 

I Bloomspot Closes 
On Additional 

In an effort to 
extend the sus- 
tainability of the 
existing daily deal 
model, Bloomspot 
has created a perfor- 
mance-based online 
offer platform. The 
company integrates its product, 
with consumer and merchant 
permission, with credit card 
information to reward patrons 
for ongoing loyalty to local busi- 
nesses and provides customer 
spending and repeat visit infor- 
mation to merchants. The goal is 
to give merchants visibility into 
customer behavior and ensure 
profitability around each promo- 
tion. Bloomspot recently closed 
$35 million in series B financing, 
co-led by InterWest Partners and 
Columbia Capital. Also partici- 
pating in the round were Menlo 
Ventures, True Ventures, QED 
Investors, and Harrison Metal, 
as well as individuals including 
Erik Blachford, Chairman of 
Butterfield & Robinson and 
former CEO of Expedia, and 
Gary Parsons, former Chairman 
of Sirius XM Radio. Additionally, 
the company closed $5 million 
of venture debt from Western 
Technology Investment. 

I Channels 
Hurricane Experience For 
Disaster Recovery 

Startup is head- 
quartered in New Orleans for 
more than one reason. New 
Orleans is where the company's 
founders — Steve Palacios, 
Stacy Molinary, and Frank 
Otillo — call home, but it's also a 
symbol of lessons learned from 
disaster. Absorb. corn's founders 
examined what worked and 

what failed to work for busi- 
ness continuity services when 
Hurricane Katrina struck, and 
drew from that as a point of de- 
parture for their company; one 
key finding was that in many 
instances equipment failure 
wasn't taken into account. The 
result is's office 
virtualization service, which 
uses multilayered security, en- 
cryption, and remote data du- 
plication to ensure continuous 
service. With a growing client 
list, is a company 
to watch. 

I Palo Alto Networks 
Hires New President 

Palo Alto Networks an- 
nounced the appointment of 
Mark D. McLaughlin as presi- 
dent and CEO of the company. 
The announce- 
ment follows 
as president 
and CEO of 
Internet infra- 
structure services com- 
pany VeriSign. The company 
also announced that when its 
fiscal year ended July 31, it 
doubled its employee count. 
Palo Alto Networks creates en- 
terprise firewall security prod- 
ucts and technologies with the 
ability to control applications, 
users, and content. 

I Kimbia Secures 
Series B Funding 

Kimbia, an Austin, Texas,-based 
developer of a Web-based fund- 
raising and event management 
software solution, has secured 
more than $4 million in a Series 
B round of financing led by S3 
Ventures. Kimbia provides fund- 
raisers, event organizers, and so- 
cial advocates with a Web-based 

control panel they can customize 
to set up and distribute online 
credit card donation and regis- 
tration forms. The company says 
its platform is used by more than 
1,100 customers, including non- 
profits and political candidates. 

I Former NASA CTO Creates 
Cloud Computing Startup 

Former NASA CTO Chris Kemp 
recently announced his new 
company, Nebula, which will 
sell a ready-built appliance for 
companies to more easily create 
and manage private cloud com- 
puting infrastructures. Based 
in Palo Alto, Calif., Nebula is 
privately held and venture- 
funded by Kleiner Perkins 
Caufield & Byers and Highland 
Capital Partners. Other investors 
include Google's first investors, 
Andy Bechtolsheim, David 

O nebula 

Nebula, a startup company founded 
by former NASA CTO Chris Kemp, 
offers a new appliance for private 
cloud computing environments. 

Cheriton, and Ram Shriram. 
Nebula's product takes multiple 
open-source technologies and 
integrates them into one service. 
The appliance incorporates and 
builds on OpenStack, an open- 
source, standards-based cloud 
platform used at NASA and 
other large cloud service pro- 
viders. In addition to supporting 
standard commodity servers 
from today's enterprise vendors, 
Nebula will support Facebook's 
Open Compute platform. The 
company says that its products 
will enable enterprises to deploy 
inexpensive servers and lower 
the adoption barrier to private 
cloud computing. 

8 September 2011 / 




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I BPM Spending To 
Increase In 2011 

Many companies 
worldwide will look 
to increase their 
overall spending on 
BPM (business pro- 
cess management) in 
2011, according to a 
recent Gartner survey. 
Of those responding 
to Gartner, 54% say 
they plan to increase 
spending by at least 
5%. And 20% of those 
respondents plan to in- 
crease their BPM bud- 
gets by 10% or more. 

1 4G Wholesale 
Subscriptions To 
See Massive Growth 
By 2016 

ABI Research reported 
recently that there 
will be more than 100 
million 4G wholesale 
subscribers by 2016, 
a significant increase 
over the approximately 
3.8 million subscribers 
in 2010. ABI says cur- 
rent revenue is driven 
by WiMAX providers, 
but the future will see 
LTE manufacturers 
take the lead and as- 
sist with increasing 
revenue. The growth 
will help speed up the 
innovation of mobile 
devices, as well. 


I Tablets Will Help Push Mobile Broadband Market Forward 

By the end of 2011, mobile broadband device shipments will 
have increased by 57.8% and the main factor is the growth in 
sales of tablets, according to a report by IHS iSuppli Wireless 
Communications. Tablet shipments are expected to reach 58.9 
million devices in 2011, which is an increase of 239.3% over last 
year. Other products in the mobile broadband category include 
notebooks and ereaders. Below is a chart that shows the ex- 
pected growth of the mobile broadband market through 2015. 

Worldwide Mobile Broadband Device Shipment Forecast 

Source: IHS iSuppli Research, July 201 1 

I Many Employees Say They Will Work On Vacation 

Although summer vacations are meant for relaxation and re- 
charging, 46% of people taking a holiday say they will work while 
they are away from the office, according to a survey by Harris 
Interactive. This includes checking email and voicemail as well as 
placing or receiving phone calls. Women are less likely to work on 
vacation than men, with 37% of women saying they will work com- 
pared to 54% of men. Harris Interactive also found that the older 
employees get, the less likely they are to take a vacation. 

Any Mobile Device 


^M Yes ^m No 


Yes ^B No 


I SaaS Revenue 
On The Rise 

According to Gartner, 
revenue for the SaaS in- 
dustry is set to hit $12.1 
billion this year, which is 
an increase of more than 
$2 billion compared to 

2010. And that growth is 
set to continue in coming 
years, culminating with 
$21.3 billion of projected 
total revenue in 2015. 
The largest segment of 
the SaaS industry, in 
terms of total revenue, 

is CRM (customer rela- 
tionship management), 
which Gartner forecasts 
to reach $3.8 billion by 

2011. The CCC (content, 
communications, and col- 
laboration) market will 
be close behind with $3.3 
billion in 2011 projected 

I LTE Revenues Will Grow 
Over Next Five Years 

The LTE equipment in- 
dustry, which deals with 
mobile network infra- 
structure, will increase 
by a compound annual 
growth rate of 81% and 
hit $8 billion in revenue 
by 2015, according to a 
study by Dell'Oro Group. 
DeH'Oro also reports 
that the revenue from 
WCDMA will account for 
more than 70% of total 
revenues in that time, 
and mobile infrastructure 
revenues, as a whole, 
will grow at a rate of 
4%, which shows how 
much mobile companies 
are focusing on new 
LTE technology. 

10 September 2011 / 

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Ken Bado 

CEO, MarkLogic 



MarkLogic Solves Them 

If your organization makes critical decisions based 
on data that doesn't translate into the rows and 
columns of a spreadsheet, then you already 
know you have a Big Data problem. As hundreds 
of its customers in industries including financial 
services, healthcare, government, and media can 
attest, MarkLogic ( is in the 
business of solving Big Data problems. We spoke 
with MarkLogic's president and CEO Ken Bado to 
learn more about how MarkLogic customers are 
driving revenue and growth through transformative 
Big Data Analytics enabled by MarkLogic products, 
services, and partners. 

Could you explain what unstructured 
data is and why it's important for busi- 
nesses to understand? 
Bado: Let's define unstructured data 
and what that means. Unstructured 
data is the information we create every 
day. It consists of Word documents, 
PDFs, text messages, cable, communi- 
cations, video, audio, etc. The reason 
we call it unstructured is because it 
doesn't fit into the rows and columns 
of a traditional relational database, 
which requires a schema to under- 
stand what those connections might 
be. Unstructured data is simply more 
random in nature. 

And here's the alarming statistic: 
at least 80% of the data that's being created today 
is unstructured data, and it's growing exponen- 
tially. Data is expected to grow 800% over the 
next five years, and 80% of the data will be un- 
structured. So when you do analysis, you typi- 
cally do it on the data you know, which fits into 
the rows and columns, but you're missing the 
other 80% of it. The question is this: How do 
you store, retrieve, and analyze the enormous 
amounts of unstructured data, which is inher- 
ently Big Data, coming at us every day? The an- 
swer is MarkLogic. 

Can you explain in layman's terms the 
core of MarkLogic's business? 
Bado: MarkLogic is all about the information that 
businesses, organizations, and government agen- 
cies don't know they have. But when they sud- 
denly have access to it, it helps them make critical 
decisions, find root causes of problems, and even 
save lives. 

MarkLogic is very strong in the intelligence 
community of the United States government. As 
you might imagine, the three-letter agencies you 
know well are capturing information all the time, 
from many sources, in many formats, and in many 
languages. In technical terms, it's petabyte-scale 
amounts of information, which is a thousand times 
more than a terabyte. 

So, organizations have all this information that 
they need to be able to easily get into the system 
and access it very quickly because timeliness is 
critical. Then, it's important to be able to do ana- 
lytics on that data to make smart decisions, such as 
monitoring watch lists for airplanes or in-field in- 
telligence for battle. Those are very good examples 
of what MarkLogic is doing today. 

What types of business problems make 
MarkLogic an ideal solution? 
Bado: Think about commodity trading, such 
as oil. The price of crude oil varies based on 
a number of factors including supply and de- 
mand, weather conditions, political conditions, 
who's buying, who's not buying, who's selling, 
and those kinds of things. Much of this oil is 
in transit. It's usually drilled in one place and 
delivered someplace else. So you have all these 
variables that affect when to buy and when to 
sell. And information is coming in from multiple 
sources that you may not have even thought 
about, and it's changing every single second. 
MarkLogic is the company that takes these chal- 
lenges and helps organizations look at them and 
then make better business decisions that affect 
the bottom line. 

12 September 2011 / 



Compared to those of its competitors, what are the 
chief benefits of using MarkLogic's products? 
Bado: MarkLogic does three things extremely 
well, whereas most companies only do one thing 
really well. The first is the ability to quickly and 
easily feed the information to MarkLogic Server. 
Oftentimes, a company will say, "OK, we want to 
put this into the database," and the IT department 
will say, "Fine, what's your schema?" or "We'll de- 
fine the schema," and they get back 
to you with an estimate of when 
they can do that in a week's time. 
So we're good at easily getting mas- 
sive amounts of information to the 
server. We run on standard hard- 
ware, no supercomputers or any- 
thing like that. 

Secondly, MarkLogic excels at 
letting an organization access and 
retrieve that data very quickly in 
real time, with sub-second response time. 

The third area is probably the most important. 
It's not what you know, it's how you apply what 
you know. The ability to get the right information 
and do analytics so you can make mission critical 
decisions or, in many cases, look at the root cause of 
issues. Even though 80% of the data's unstructured, 
you may only need 10% of it, but which 10%? So you 
have to put it all in there and then go from there. 

To what extent do customers rely on your con- 
sulting services to get started with MarkLogic? 
Bado: Consulting services at MarkLogic provide 
our customers with a level of customization. The 
consulting group is a relatively small part of our 
business, less than 20%. I like to think of them like 
the Navy Seals, true special operations forces. The 
rest of the work is performed by system integra- 
tors in the marketplace; for example, Cognizant, 
Accenture, those kinds of folks. But customers 
who would use us specifically are either pushing 
the technology envelope so we can link it in with 
our R&D group and perhaps add some of these 
things to our product or there are certain cus- 
tomers, due to the nature of their business, who 
want to deal with us directly. Generally our con- 
sulting group exists to help customers get value 
from the product as quickly as possible. 

What does MarkLogic offer in the way 

of training and ongoing support? 

Bado: Training is part of our standard offering, both 

in-person and online. We also have a robust support 

offering because most of our customers are doing 

mission-critical work. An application going down is 

Even though 
80% of 
the data's 
you may only 
need 10% of it, 
but which 10%? 

simply not an option. That's why we offer 24/7 sup- 
port for those who need it. We also have a hotline, 
and some customers will have MarkLogic personnel 
onsite, assisting them on a day-to-day basis. 

What is MarkLogic doing for people who are on 
the go? 

Bado: The publishing industry has spent a lot of 
time using MarkLogic to customize their product 
for their customer base. One form of 
that can be bringing pieces of con- 
tent together to create a new pub- 
lication for delivery, but it can also 
be taking that same deliverable and 
sending it out through five or 10 dif- 
ferent channels. Some of those chan- 
nels have been mobile for a number 
of years now. Mobile is just another 
form of customization for us, and 
we've been enabling it for years. 
Imagine the complexity of taking a magazine, a full 
magazine or newspaper, and making it available on 
a mobile device. That's what MarkLogic enables. 
So if you've ever watched the TV show "24," Jack 
Bauer is always able to access all kinds of infor- 
mation on his mobile device. Again, that's what 
MarkLogic can do. 

Is MarkLogic's growth mainly in the U.S.? 
What are your plans for global expansion? 
Bado: We've had a European operation now for a 
little over two years with headquarters in London, 
and it's beginning to show significant growth, 
largely in the financial services area. We're adding 
more people in London, we have people in 
Germany, and we're adding people in the Nordic 
region. We will be expanding into Japan in the 
next couple of months through partnerships in 
the financial services space, and I expect we'll 
announce more Asia expansion in the next six 
months or so. 

What does MarkLogic offer in terms of a Big 
Data solution? 

Bado: Big Data is a very interesting term. For our 
customers, it's important to think of it as a lot 
of data; that's why we use the word "petabyte" 
to describe it. Historically, in the relational da- 
tabase area, a terabyte was considered a lot. So 
MarkLogic lets users store massive amounts of 
data and retrieve it in sub-second response time. 
It's about getting to the right data at the right 
time. Again, if 80% of data is unstructured, it's 
the information you don't know that'll get you the 
answers you need for success. ▲ 

PC Today / September 2011 13 




▲ SaaS (software as a ser- 
vice) refers to software that 
runs and is maintained "in 
the cloud/' outside your 
on-premise systems. 

A SaaS can be cheaper 
and more flexible than 
off-the-shelf software 

▲ Before you sign on for 
SaaS, make sure your ven- 
dor offers comprehensive, 
round-the-clock coverage. 

▲ It might be wise to "de- 
centralize" your SaaS to 
avoid putting all your data 
eggs in one basket. 


At Your Service 

SaaS Could Save Your 
Business Time & Hassles 

If you're a business owner, it's likely that you've 
run across the term SaaS (software as a ser- 
vice). As a way to save your business time 
and money, it's a name you might want to get 
acquainted with. 

Sometimes referred to as software on demand 
or software in the cloud, SaaS is a software delivery 
model in which virtually none of the software you 
use resides on your own computer. The software 
and its associated data are hosted centrally, and 
users access all of it using a Web-connected PC or 
a thin client system (a computer whose functions 
mostly run elsewhere, such as on a server or, in the 
case of cloud computing, on the Internet). 

SaaS differs from two other common cloud- 
based delivery methods mostly in degree. PaaS 
(platform as a service) is a hosted set of appli- 
cations, frameworks, and tools that run on a 
hardware /virtual system managed by a vendor; 
Microsoft's Windows Azure platform is an ex- 
ample. IaaS (infrastructure as a service) is the most 

hands-on for administrators; it lets them manage 
applications, data, and operating system, leaving 
servers, storage, and networking to a vendor. 

But SaaS puts everything related to an applica- 
tion in the hands of a vendor. A simple example of 
SaaS is Google's Gmail, which asks nothing of the 
user but to use it; all maintenance and updating is 
done at the vendor level. 

Whether SaaS is appropriate for your business 
depends on how much control you want over your 
company's computing. 

"With many SaaS services, a customer will input 
corporate data into an off-site application hosted on 

14 September 2011 / 



the SaaS vendor's own data centers," notes Margo 
Brown, a manager with UK-based Softwarel20 
( "This loss of control 
over their own data is a critical feature that all cus- 
tomers must appreciate when it comes to reviewing 
the small print of contractual terms." 

Despite such caveats — more of which we'll ad- 
dress later — the potential impact of SaaS is bright. 
Research company Gartner ( 
has predicted that by the end of 2011, one quarter 
of all new business software will be delivered via 
SaaS. By 2012, according to an IDC ( 
forecast, 85% of all new software brought to the 
market will be delivered as a service rather than as 
a physical product. 

What's behind the growth? Ease of use and 
reduced cost are near the top of the list, not just 
for customers but also for providers. Sarah P. 
Sain, business development and education man- 
ager for Duncan, S.C.,-based CQ Media Networks 
(, says the SaaS versions of her 
company's software include all updates, player 
licenses, and technical support. It's sold via an- 
nual subscription, meaning the software is always 
current and the company is always available for 
technical support. 

"When I communicate with my audience and 
potential buyers, I explain that the SaaS model 
is a way to utilize the software via the Web, and 
without having to maintain the software on their 
own internal server," says Sain. "SaaS is a service 
for the end user. We're taking care of the software 
for them. We're making it accessible to them via the 
Web. We're making all of the best changes we pos- 
sibly can. And we're giving them access to all of it." 

A Lot To Like 

Let's walk through a typical scenario of SaaS de- 
ployment. Say you have a sales staff that's spread 
out across several states. None of them have an 
office as such, but no matter: sales meetings can 
held by using online conferencing software that 
resides in the cloud. They also are able to use SaaS 
for online document storage, and they have access 
to your company's CRM (customer relationship 
management) system and financial performance 
management software. 

With team members constantly on the go, cen- 
trally located software allows them to be more 
nimble and worry less about problems with 
software on their own computers. Everything is 
loaded, updated, and maintained at a central, off- 
site location. 

Jamison Roof, an IT consultant with the 
Cambridge, Mass., -based PA Consulting Group 


The SaaS model is a way to uti- 
lize the software via the Web." 

Sarah P. Sain, 

business development and education manager, 
CQ Media Networks 

(, remarks that SaaS is 
growing in popularity for a number of good rea- 
sons. For instance, a SaaS solution can enable a 
business to quickly maximize the value of software 
while reducing costs at the same time. It does this 
by minimizing the need to spend money and re- 
sources on functions such as administration and 
technical support. 

"A large and complex conventional system in 
a large organization may require resources from 
four or five different groups to use and main- 
tain, introducing costs and inefficiencies at each 
touch point," says Roof. "An SaaS solution could 
provide benefits like sharing and leveraging of re- 
sources, consistency of customer experience, and 
a single accountable owner of service with service 
level agreements." 

Here is another advantage of SaaS to consider: 
SMBs that want to play on the same field as big en- 
terprise can use SaaS technologies to scale, compete 

a You always have the most 
up-to-date product, and many 
companies allow you to upgrade and 
downgrade your plan." 

Ada Chen Rekhi, 

head of user growth, Connected 

with the large firms, and gain market presence in 
back-office operations. 

In addition, according to Peter Tarhanidis, also 
with PA Consulting, the total cost of ownership 
in SaaS is structured as a low initial capital cost, 
bringing users immediate value. "For organizations 
that strive for an ISO quality management system, 
SaaS can provide the ability to capture and analyze 
data and information to enable a factual approach 
to decision making to improve business outcomes 
and future planning," adds Tarhanidis. 

Typically, SaaS models provide lower total cost of 
ownership because of economies of scale, says Ted 
Green, CEO of Ann Arbor, Mich.,-based Greenview 
Data ( "You also have 
highly trained, specialized staff members who are 
experts in their product. [They are] maintaining the 

PC Today / September 2011 15 



a Internal security policies of the 
provider must be top-notch to 
prevent unauthorized users from ex- 
posing your data." 

Ted Green, 

CEO, Greenvkw Data 

infrastructure and aiding in uptime, rapid deployment 
of bug fixes and patches, and so on" 

SaaS "can be significantly cheaper and offer more 
flexibility than an off-the-shelf product," agrees Ada 
Chen Rekhi, head of user growth at San Francisco- 
based Connected ( "This is 
because you always have the most up-to-date product, 
and many companies allow you to upgrade and down- 
grade your plan over time to suit your business." 

Not A Cure-Ail 

But before you convert all your software to the 
cloud, keep in mind that SaaS isn't for everyone 
and isn't meant to be a cure-all. As with any out- 
sourced service, you need to make sure you get all 
the right people involved in the process — meaning 
your IT folks, the business group, and anyone else 
who will use the service. 

Mark A. Gilmore, president of Wired Integrations 
(, a Silicon Valley strategic tech- 
nology consulting firm, suggests asking a lot of 
questions about how the service works, its support 


CDW surveyed 1,200 IT professionals and found that 38% of organizations have a written stra- 
tegic plan for adopting cloud computing services (50% did not; 12% were unsure). The survey 
also revealed various stages of planning across organizations, as these figures indicate. 

33% 31% 22% 

Planning Discovering Im p| em enting 

Source: CDW 201 1 Cloud Computing Tracking Poll 


Not considering 



structure, and the service provider's operating hours 
for support and the application itself. 

"You may be going from an internal app that you 
can use at your leisure to a service that is only avail- 
able during normal business hours and is done after 
hours and on the weekend," Gilmore points out. 
"What are their technical support hours? I can tell 
you from experience that some of the major service 
providers for SaaS don't provide 24/7 support on 
many of their applications. That often comes as a 
shock to people who haven't done their homework." 

Another potential con to SaaS that business owners 
should keep an eye on involves the issue of security. If 
you're transporting data, especially information that 

should be considered secure, there must be a secure 
tunnel (such as a Web page that uses a URL beginning 
with "https://") from your site to the SaaS provider, 
according to Green. "Additionally, internal security 
policies of the provider must be top-notch to prevent 
unauthorized users from exposing your data," Green 
adds, citing the recent hack of Sony that put so many 
PS3 players out of commission. 

As you look into SaaS options, another thing 
some experts advise is that you consider decen- 
tralizing your SaaS service. This can be more 
reliable, secure, and durable than the centralized 
approach because the data is already distrib- 
uted across multiple locations and regions — not 
something that is done as an additional step, ac- 
cording to Bassam Tabbara, CTO and co-founder 
of Seattle-based Symform ( 
It also can often be done at a fraction of the cost 
of traditional storage solutions. 

"Don't rely on just one data center," says Tabbara, 
who says the Amazon customers who went com- 
pletely offline earlier this year and might have suf- 
fered data loss were relying on a single data center. 

"Companies should keep in mind that the cloud 
does not automatically replace good engineering, 
and putting your entire application in a single 
centralized data center is not good engineering," he 
adds. "If anything catastrophic happens, your data 
is gone, and so are your customers." 

Nick Mehta, CEO of Torrance, Calif.,-based 
LiveOffice (, agrees that you 
shouldn't put all of your data in one basket. "While 
having multiple production clouds and instant 
failover isn't always technically or financially prac- 
tical," he says, "it's downright scary to think the 
only copy of your company's data lives with one 
cloud provider — no matter how reliable and scal- 
able that cloud provider is." 

Worth The Investment 

Overall, SaaS is well worth investigating if your 
company is the type that doesn't want to spend too 
much time tweaking and maintaining software. 
SaaS can allow you to "outsource" functions of the 
IT department, meaning you can better allocate 
resources and costs to other projects that generate 
revenue. But as with any other crucial service, shop 
around, get referrals, and make sure you know 
what you're getting — and not getting — before you 
sign on the dotted line. 

"Customer support should always be No. 1, 
especially for non-techie business owners," says 
Green. "If you don't have an on-site support staff, 
you need experts available 24/7/365 to answer 
your questions for you." ▲ 

16 September 2011 / 

Structured data is only 
the tip of the iceberg 

Data will grow 800% in the next five years, nearly all of it unstructured. 
Unstructured information is Big Data. It's that simple. 

Learn why MarkLogic is the total solution to the Big Data problem. +1877 992 8885 






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SaaS For Business 

A Quick Guide To The Possibilities 


▲ Reflecting its importance 
in business productivity, 
"collaboration" may be 
one of the most common 
terms in SaaS products; 
vendors use it to describe 
just about every 

SaaS offering. 

A Cloud-based SaaS 
applications provide 
24/7 access, allowing 
your workforce to use 
company-approved tools 
from any location that can 
connect to the Internet. 

▲ SaaS applications may 
be enterprise wide, tying 
all business operations 
together, or they may 
target specific business 
operations or functions. 

A Some SaaS offerings 
are large-scale systems 
that require enterprise 
or operational shifts in 
processes, but many may 
be implemented with little 
cost or effort. 

Shopping for SaaS (software as a service) 
providers is a bit like shopping for anything 
else. There are so many possibilities it can 
be a little overwhelming. We can't tell you which 
services are (and aren't) right for your business, but 
we can help you navigate the aisles, so to speak, 
with this A to Z (well, make that C to W) guide. 


Collaboration products can be as simple as office 
applications shifted to the cloud. Individual em- 
ployees and teams of users can access documents, 
as well as co-author documents, make corrections, 
keep abreast of schedules, and target milestones. 

While collaboration products may be the eas- 
iest SaaS components to understand, they may 
also consume the most resources. More employees 
use basic collaboration tools than any other SaaS 
component. Moving office applications from the 
desktop to the cloud is an attractive prospect, but 
be sure to explore how it will affect your network's 
performance, in bandwidth and cost, before you 
make the move. 

Content Management Systems 

CMS (content management system) is a hosted 
system for collaboration on published content. These 

services are most often used to publish and manage 
internal and external Web sites. 

CMS is usually broken into two parts. A tech- 
nical group creates templates, forms, and Web- 
based applications, and a non-technical group 
creates the content, using the forms and templates. 
CMS lets internal teams produce and manage their 
own Web-based products and services, from mar- 
keting campaigns and technical support, to news 
and documentation. 

Customer Relationship Management 

CRM (customer relationship management) 
makes it easy for sales, marketing, technical sup- 
port, customer service, shipping, and other groups 
to work together to ensure the best overall experi- 
ence for your customers. 

CRM systems are often organized by modules 
designed for specific tasks and groups. For ex- 
ample, a marketing module may help your staff 
identify and target new clients, generate leads, and 
manage marketing campaigns. A customer service 
module may track known product issues, identify 
customers, and initiate customer service inquiries, 
as well as track follow-ups. 

Because all of the modules use the same central- 
ized database, information from one module can 

18 September 2011 / 



propagate to other modules. For example, a sale 
in process can alert customer support to prepare 
training materials. 

Document Management 

All businesses rely on the ability to organize 
and access the thousands of documents they gen- 
erate daily, weekly, or monthly. Document man- 
agement systems can control access to current and 
historical documents, manage release and revi- 
sion processes, and provide storage and backup 
services. Do you have a salesperson in the field 
pitching a product, in need of one more docu- 
ment to clinch the deal? A document management 
system provides fingertip access. Are tech support 
personnel out on a troubleshooting call, only to 
discover they brought the wrong schematics? All 
it takes is a couple of keystrokes on a laptop, and 
the correct drawings are on hand. 


Email, along with calendar and contact man- 
agement, is one of the core parts of many SaaS 
products. It's usually offered as a Web-based ser- 
vice that supports many standard email clients. 
The question isn't whether an SaaS email system 
meets your needs, but whether there's any ben- 
efit to switching from your current system. 

Email systems may be tightly integrated with 
other SaaS products you will be using, which 
may be one reason to make a switch. There are 
other benefits to SaaS email products, including 
predictable costs, integrated spam and malware 
protection, and an end to the need to purchase 
and upgrade hardware for archival storage. 

Employee Performance Management 

EPM (employee performance management) ser- 
vices can provide the tools your HR team needs 
to monitor, manage, and evaluate the performance 
of your workforce. Some provide training tools to 
ramp up workforce performance. 

EPM services may also let you set up pay-for- 
performance systems and define reward programs, 
as well as customize such programs by location, 
team, or group. Some services let you set compen- 
sation budgets based on bottom-up or top-down 
funding, or just about any method you can define. 

Employee Self Service 

ESS (employee self-service) systems are designed 
to let employees take care of routine tasks directly, 
without the intervention of an HR staff member. 

Simple ESS packages let employees complete 
and submit time sheets, vacation requests, and 

expense reports. More complex packages offer elec- 
tronic signatures for W-4 forms, direct deposit 
signup, employee handbooks, and training comple- 
tion forms. The result: your workforce is more 
independent, HR wastes less time on routine tasks, 
and your company generates less paperwork. 

Enterprise Resource Planning 

One of the larger SaaS offerings, ERP (enterprise 
resource planning) systems can integrate a few or 
all areas of your company, to allow a smooth ex- 
change of information. 

ERP systems usually use a 
single database that is updated 
in real-time and follows infor- 
mation through various busi- 
ness processes. One problem 
with implementing an ERP 
system is that you may not have 
in place the processes necessary to make the best 
use of the data mining, information, and other 
capabilities the system provides. ERP systems also 
tend to eliminate any islands of information within 
a business. This benefits the company in the long 
run, but it can be difficult to convince the islands to 
use the system properly. 

Expense Management 

Expense management systems cover a wide 
array of products that sometimes specialize; ex- 
amples include systems for evaluating and control- 
ling a company's telecommunications costs on a 
per-employee or per-group basis. Other systems 
are more general, with the goal of providing effi- 
cient and timely methods for employees to generate 
accurate expense reports, update them easily, and 
monitor their progress through the business. 

Besides automating the expense process, ex- 
pense management solutions let companies create 
and reinforce expense policies, create audit trails, 
and spot possible fraud. 


The benefits of financial/accounting SaaS systems 
are that you can access them from anywhere; someone 
else worries about data storage and backup; and your 
accounting software is always up-to-date with the 
latest federal, state, and local tax changes. 

When integrated with other SaaS services, fi- 
nancial/accounting systems let you collaborate on 
financial projects. Consider the last time you sent a 
budgetary spreadsheet around for review and up- 
dates. After it exchanged hands a few times, you no 
doubt lost track of which copy was the most recent, 
who had made changes, and who had accepted the 

Email, along with calendar 
and contact management, 
is one of the core parts 
of many SaaS products. 

PC Today/ September 2011 19 



Sales automation may be 

one of the most popular 

categories of SaaS. 

spreadsheet as is. Financial /accounting modules 
make it easy to keep track of changes, suggestions, 
and sign-offs. 

Marketing Automation 

The marketing automation category is some- 
what fractured, encompassing many different 
services. The single common theme is marketing 
analytics, the ability to collect marketing-related 
data and generate in-depth and timely analysis. In 
many cases, the analysis is real-time, or very near. 

Marketing automation systems are also avail- 
able for lead generation, scoring, and nurturing. 
Some modules target one or more aspects of mar- 
keting; others are part of a CRM or ERP system 
that integrates marketing, sales, shipping, and 
customer service to provide enterprise-level data 
and analysis. 

Project Management 

Project management systems provide a broad 
method of collaborating on projects, and can in- 
clude partners, suppliers, and even customers. The 
ability to track an entire project, including supply 
chain and manufacturing services, and allow cus- 
tomers to see how you're progressing on their 
project can be empowering for everyone involved. 

Project management systems may focus on spe- 
cific industries or be more general in nature. 

Sales Automation 

Sales automation may be one of the most pop- 
ular categories of SaaS. In addition to helping you 
qualify leads, when extended through 
inventory and the shipping chain, they 
can provide key data to help sales 
managers make quick decisions on 
pricing and inventory questions that 
can make or break a sale. 
When used correctly, sales automation systems 
can increase the productivity of your sales team, 
increase profits by decreasing acquisition costs, and 
increase customer retention rates by reducing after- 
sale issues. 

Sales automation offerings are usually combined 
with other SaaS categories to produce complete 
marketing, sales, and customer service systems. 

Supply Chain Planning & Management 

SCP (supply chain planning) and SCM (supply 
chain management) systems monitor the complete 
product-creation process, including materials, 
work-in-process, inventory, shipping, and delivery. 

These systems require collaboration between all 
members of the supply chain. This is particularly 

important when demand management is a key 
component of your supply chain planning. SCP 
and SCM systems can provide near real-time data 
and analysis, so you can monitor the entire produc- 
tion process, with an eye toward meeting schedules 
and controlling costs. 

Talent Management 

Talent management is a specialized area of em- 
ployee performance management. While some 
EPM systems include talent management modules, 
most break it out as a separate service. 

Talent management services usually include 
multiple components; talent acquisition, perfor- 
mance/talent management, and compensation are 
just a few examples. These services can help you 
identify and recruit talent, retain and nurture top 
performers, and create pay packages based on spe- 
cific criteria. 

Transportation Management 

Transportation management services help you 
manage short- and long-term planning and acquisi- 
tion, optimize transportation assets, and manage 
the use of assets locally, regionally, or globally. 
They cover nearly all forms of transportation, in- 
cluding ocean, air, rail, truckload, partial truckload, 
parcel, and private fleet; they can also be tailored to 
meet specific needs. 

Most transportation management systems offer 
route and cost optimization, third-party access by 
customers or suppliers, procurement and planning 
capabilities, and real-time analysis of transporta- 
tion services. 

Warehouse Management 

Warehouse management can cover everything 
from basic workforce scheduling and management 
to inventory and transportation. Beyond the basics, 
warehouse management systems can monitor and 
control picking systems and packing processes, 
support multiple customers with different practices 
and process requirements, and supply real-time 
data to third parties. 

Web Conferencing 

Web conferencing applications let you work 
remotely with team members, clients, and sup- 
pliers. Most support collaboration in presenta- 
tions, real-time voice and text chatting, and the 
ability to share a whiteboard or work collabora- 
tively on a slide or other image. Most Web con- 
ferencing applications also let you stream video 
and send or exchange files. These systems are 
the next best thing to being there. ▲ 

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A The first question to ask is, 
will you completely replace 
locally installed software or 
just add new capabilities via 
cloud software? 

A Make sure to prepare 
the workforce for the 
changes that moving to 
cloud services will impose 
on work processes. 

A Ask service providers 
for references and talk 
to them about SLAs and 
redundancy options. 

A Find a cloud software 
provider that offers suf- 
ficient support and educa- 
tion to meet your needs. 

Moving Software 


Some Important Considerations 

Transitioning from locally installed software 
to cloud software services can have a positive 
impact on both your bottom line and produc- 
tivity. However, the move to cloud software will also 
have a big impact on the way that you'll do business, 
so it's important to be prepared for the challenges as- 
sociated with making the switch. Here, we'll examine 
some of the key issues you're likely to face when 
moving to the cloud for business applications. 

Fundamental Considerations 

Are you moving to cloud software because you're 
looking to completely replace the software you're 
currently using, or will the cloud software be used 
to add a new capability that the locally installed soft- 
ware doesn't provide? If you're just adding a new 
revenue-producing feature, such as contact manage- 
ment or the ability to create Web sites, it won't have 
as big of an impact on the entire organization. 

Complete software replacement is usually an 
IT-related decision. Robert Mahowald, research 

a You'll need to ask yourself where 
the data is located, where does 
it need to go, and how does it integrate 
with the new service." 

Robert Mahowald, 

research vice president, SaaS and cloud services, IDC 

vice president for SaaS and cloud services at IDC 
(, explains that "There's agreements 
with end-of-life or out-of-date equipment and 
other challenges. By working with the IT depart- 
ment, the process usually goes pretty smoothly 
when replacing software with cloud services, be- 
cause they understand what they need to spin 
down in preparation for the change." 

You'll also want to talk with IT about the tools 
cloud services offer that are related to your compa- 
ny's line of business, because they may often be du- 
plicated in the locally installed software that already 
exists in the organization. "I was recently talking 
with a company that uses SAP throughout the orga- 
nization for ERP, human capital management, and 
some CRM," says Mahowald. "They needed new 
capabilities that IT couldn't build fast enough, and 
the sales team had recently brought in cloud CRM. 
The company opted to use the cloud CRM for the 
new feature, rather than waiting for IT to build the 
necessary revenue-building application." 

Mahowald's example also points out that 
you'll need to examine how fast the service will 
need to be implemented, as well as whom it will 
ultimately serve in both the short and long run 
for the organization. Ask yourself, what are the 
chief goals the cloud software will serve, and 
will it do a better job than the software we have 
now? By unifying the organization under one 
common platform, you'll likely be able to more 
effectively manage and utilize the information 

22 September 2011 / 



provided by the application — in addition to re- 
ducing software costs. But if the processes don't 
improve the effectiveness of your employees, 
the locally installed software may be a better 
way to go for the time being. 


Moving your software to a cloud service will af- 
fect, to some degree, the way your company does 
business. 'Typically, the big changes will be to the 
user interface and functionality that they have access 
to," says Mahowald. "With a cloud service, content 
will be accessed through the browser, so they'll not be 
able to do a lot of offline work without some kind of 
workaround." The transition becomes more difficult 
with organizations that use highly customized ap- 
plications, rather than software with a more standard 
interface and design, because the cloud service (or IT 
staff) will need to build in custom fields and tabs that 
may not work exactly like the old method did. 

Planning Matters 

"Be prepared to level set your organization for 
change. For example," Mahowald explains, "there 
will be changes in support, as you'll now likely be 
using the cloud service's help desk. The ability to 
make changes or improve things in the software 
will now be run through your cloud services pro- 
vider." This will require some accommodation. 
Also, as changes roll out from the service provider 
(as opposed to on a schedule set by your company), 
employees will need to receive the appropriate up- 
date information and possibly additional training. 

License Costs 

Amy Konary, research vice president, soft- 
ware licensing, provisioning, and delivery at IDC, 
explains, "From a cost perspective, customers 
should look out over a five-year horizon and un- 
derstand adoption over that time. In the case of 
perpetual licenses, you typically buy everything 
you need for the next several years up front. With 
subscriptions, you buy over time." 

With cloud subscriptions, you'll have no separate 
maintenance charge. Another benefit is that with 
cloud applications, you'll be able to shift focus and 
resources away from internal maintenance to produc- 
tive tasks. "The ROI percentage is going to rest on the 
company being able to take advantage of this poten- 
tial productivity increase," says Konary. 

Data Migration 

Question your potential cloud software provider 
about how they can help migrate your existing soft- 
ware and data to the cloud. "A substantial number 

of the new deployments require the services of a 
third-party integrator who can do things like data 
integration, process integration, and governance," 
says Mahowald. 

££ From a cost perspective, 

customers should look out over 
a five-year horizon and understand 
adoption over that time." 

Amy Konary, 

research vice president, software licensing, 
provisioning, and delivery, IDC 

The key items to integrate are your data and 
key business processes, because those tasks will 
take the majority of upfront work to get up and 
running before the service is turned on. "You'll need 
to ask yourself where the data is located, where 
does it need to go, and how does it integrate with 
the new service," says Mahowald. "And at the end 
of the day, does this process make us do business 
better? Otherwise, you won't be gaining anything by 
moving to the cloud service." 

Comparing Providers 

You'll want to ask potential providers for ref- 
erences. "Figure out if the company has met 
the service levels," says Mahowald, "and in 
cases where they haven't, [find out] how well 
have they mediated that. You'll also want to 
know what kind of redundancy is built into their 
system, so if a node goes down, they'll be able 
to return service without the loss of business 
continuity." For redundancy, ask the provider 
about where the primary, secondary, and tertiary 
backups are located. You should also compare 
the SLAs between the various options to ensure 
that your organization's software will be consis- 
tently available. 

Troubleshooting & Training 

With support, you'll find that most cloud 
software providers include basic support, and 
the provider will educate an IT person to be- 
come the local admin. Mahowald adds, "It's not 
the best idea, because you're essentially taking 
that person's time and turning them into a ser- 
vice desk. I would look for a good level 1 sup- 
port at the service provider, as well as one with 
a fairly quick response time." Some employee 
and IT staff training will also be built into the 
cost of the cloud software service. You'll want to 
ask how often you can come back for training- 
related issues. ▲ 

PC Today / September 2011 23 



SaaS Brings 


Business & IT Lock Horns On This Building Trend 


▲ SaaS integration 
removes traditional IT 
responsibilities but creates 
new requirements based 
on service delivery 

and communication 
with vendors. 

▲ Opinions on potential 
SaaS adoption can vary 
based on existing IT skills 
and background, as well as 
understanding by business 
managers of the technology's 
value and impact. 

▲ Business managers tend 
to be the primary drivers of 
SaaS, but IT professionals can 
also support its integration 
due to its ability to remove 
busy tasks. 

▲ Licensing issues can 
abound with SaaS due to 
complex issues around 
in-house ownership, 
management, and vendor 

Once considered the big bad wolf at the 
door by many IT professionals, SaaS 
(software as a service) is now a seeming- 
ly welcome presence in many enterprises. At 
least, that's how its presence might appear from 
the outside, but lurking on the inside of organi- 
zations that adopt SaaS are often confusion and 
even contention between business and IT groups 
looking to find the right fit for these services. As 
SaaS rides the burgeoning online trend into the 
future, businesses will increasingly grapple with 
the potential impact of these solutions on their 
IT departments. 

"SaaS isn't so much changing IT as compli- 
cating IT," says Scott Lever, managing consultant 
with PA Consulting Group (www.paconsulting 
.com). "SaaS is great in concept and, in some 
cases, great in execution. But it's a mixed blessing 
for CIOs. SaaS solutions tend to cut across other 
enterprise initiatives CIOs are trying to drive 
forward, such as application and infrastructure 
consolidation efforts, single sign-on and user 
authentication efforts, standardization, and en- 
terprise security. SaaS initiatives are frequently 
driven by business executives without the full 
participation of IT, creating conflict." 

a IT professionals tend to be a 
bit more realistic about the ad- 
vantages and disadvantages of SaaS. 
But a business manager has to sort 
out the legitimate concerns from a fear 
about SaaS challenging the IT model." 

Scott Lever, 

managing consultant, PA Consulting Group 

The lure of significant cost savings and other 
benefits might tempt business groups to rush 
SaaS deployments, but lost in those plans is the 
understanding that IT still retains primary re- 
sponsibilities around these technologies. These 
tasks might not resemble conventional IT tasks, 
but they remain critical not only to the success 
of SaaS, but also to the IT organization and busi- 
ness as a whole. 

Impending Impact 

The basic premise behind SaaS typically holds 
that IT no longer is required to perform hands-on 
duties with in-house software and other pieces of 
the conventional IT puzzle. Although that might 
ring true to a certain extent, SaaS integration gener- 
ally doesn't mean that IT has fewer responsibilities. 
Instead, requirements shift to a more service-ori- 
ented approach — assuming that current IT per- 
sonnel are up to that task. 

"SaaS for IT allows the IT department to focus 
more on delivering service and value to the busi- 
ness rather than keeping management tools up 
and running," says Craig McDonogh, director of 
product management for ServiceNow (www.ser "SaaS helps IT transform from a 
traditional role of infrastructure caretaker towards 
a new role of service broker. By necessity, as a 
broker, IT builds a much better understanding of 
relationships with the business." 

That traditional "caretaker" role can be dimin- 
ished with an increased presence of SaaS, which 
shoulders the burden typically associated with soft- 
ware integration. For example, Mike Meikle, CEO 
of the Hawkthorne Group (, 
illustrates the example of a potential SaaS customer 
looking to procure a CRM tool. With a client/ server 

24 September 2011 / 



or self-hosted Web application model, this cus- 
tomer would need to obtain the software and hard- 
ware, install and maintain the system, and train the 
support staff and user community on the package. 

"This process could take over a year to com- 
plete. Also, this is a capital- and resource-intensive 
process that comes with a significant amount of risk 
due to the cost expended just to bring the solution 
to a usable state. With a SaaS CRM solution, the 
customer would choose a provider of the software, 
sign a contract, and begin using the solution after 
training," Meikle explains. 

In theory, SaaS eases the traditional software 
integration process, but reality can paint a far dif- 
ferent picture. According to Larry Scinto, managing 
consultant with PA Consulting Group, SaaS ven- 
dors might promise business users and executives 
a hassle-free, complete solution, but these services 
can present challenges for larger IT departments 
and global companies that must integrate data, 
information, and workflows between SaaS applica- 
tions and other corporate /business applications 
and processes. As a result, fully leveraged SaaS 
requires IT personnel to have strong information/ 
technical architecture and data management skills. 

Inside SaaS Support 

As the SaaS evolution — or perhaps revolu- 
tion — continues, the scale of opinion among IT 
managers toward these technologies isn't tip- 
ping heavily in one direction or another. In many 
cases, the prevailing attitude toward a potential 
SaaS influx depends on the background and skills 
of the managers and their departments. Jason 
Wisdom, president of Wisdom Consulting (www, notes that network-oriented 
IT managers tend to lean toward SaaS due to 
its more centralized control, while data-oriented 
managers can be skeptical because SaaS places 
data control (including security and uptime) out- 
side of company walls. 

"The other thing about SaaS is that customiza- 
tion can be difficult. Some in-house installations 
come with source code, so that over three to five 
years, enhancements can be made by in-house staff, 
adapting to desired features and other systems. 
Some IT shops tend to run extremely customized 
systems — especially larger organizations that have 
been running and customizing their system since 
[the late '90s]," Wisdom says. 

However, IT managers aren't unaware of the 
positive impact on risk and costs, which can boost 
their overall attitude toward the trend. According 
to Meikle, cost and risk are reduced through less 
capital expenditures, the flexibility to change a 

solution if it doesn't fit the enterprise, and the re- 
duction of IT involvement in day-to-day systems 
operations. On the other hand, the prospect of risk 
can also have an adverse affect in terms of influ- 
encing IT opinion. 

"Those who worry about IT risk and compliance 
are very cautious about SaaS models because so 
much is outside the control of the IT department," 
Lever says. "Industries that are risk adverse and 

1 1 SaaS gives IT access to tools 

that just work, naturally allowing 
IT to provide a higher level of service. 
But IT transformation is not achieved 

Craig McDonogh, 

director of product management, ServiceNow 

driven by regulation and compliance concerns — oil 
and gas, finance, and life sciences — are typically 
early adopters of new technologies, but with SaaS 
they are largely taking it slowly or letting it be used 
in areas far away from the core business. Privacy 
concerns are also slowing its adoption in certain 
business functions, such as HR and finance." 

Trend Drivers 

Business managers understandably favor af- 
fordable, effective IT solutions, so it's no surprise 
they tend to be the primary drivers of SaaS in 
organizations. Scinto says that business managers 
can see SaaS as a way to "get what they can't" 
from IT, particularly when vendors push solutions 
that are functional, simple to understand, and 
relatively affordable. This inherent value isn't al- 
ways lost on IT professionals, though, even when 
such services can loom as a potential replacement 
for tasks or even personnel. 

"Some IT professionals who have had expe- 
rience with SaaS applications understand how 
they can reduce costs and reallocate resources by 
adopting SaaS," McDonogh says. "Other IT pro- 
fessionals are more skeptical of SaaS because they 
have seen it used in parts of the business to create 
'shadow' IT organizations — like in the sales force — 
and take control away from IT. On the other hand, 
some business managers who have used SaaS to ac- 
celerate their own processes are advocates of SaaS 
and drive it into IT." 

Although SaaS can create an intimidating rift be- 
tween management and IT, experts agree that these 
groups should work together to extract the most 
value from SaaS. The prospect of SaaS deployment 

PC Today / September 2011 25 



can spawn concerns around office politics, jobs, costs, 
risks, and overall pros and cons, Scinto says, but none 
of these issues can be addressed only by IT managers 
or only by business managers. Furthermore, neither 
group should assume that the other is necessarily for 
or against the possible introduction of SaaS. 

"Proactive IT managers like the possibilities 
SaaS offers for non-core applications and func- 

a With a SaaS solution, IT staff 
are responsible for working with 
the vendor on support, enhancements, 
and training. They no longer manage 
the day-to-day system operations and 
maintenance, which consume a large 
portion of available IT resources." 

Mike Meikle, 

CEO, Hawkthowe Group 

a SaaS involves a different set 
of tasks and challenges from 
hosted software. Server setup and 
maintenance are not as important; 
however, integration and API work 
is generally increased, especially in 
custom-tailored environments." 

Jason Wisdom, 

president, Wisdom Consulting 

tions, because SaaS alleviates headaches, enables 
IT strategic focus on key business improvement 
opportunities, and provides more transparent and 
easier charge-backs for services. We've also seen 
several business groups resist SaaS once they re- 
alize they will actually have to pay for use rather 
than just demand IT deliver everything for free," 
Scinto says. 

Licensing Anxiety 

Other issues, such as licensing and training, 
also inevitably combine to transform IT depart- 
ments that bring SaaS into their fold. On the li- 
censing front, businesses won't encounter the 
piracy concerns typically associated with in-house 
software installations, because access control is 
granted by service providers on a per-user or 
per-use basis. 

Conversely, Wisdom notes that various levels 
of fraud can still haunt IT departments that are 
overseeing the use of SaaS applications, including 
multiple users logging into a one-user account or 

multiple companies pooling together for one um- 
brella subscription. 

Other licensing challenges can arise when SaaS 
applications are integrated with other (non-SaaS) 
applications, Scinto says. Similarly, SaaS solutions 
that bundle many applications can cause problems 
when license ownership and management respon- 
sibilities are spread among many internal IT man- 
agers and even third-party SaaS vendors, he adds. 
Although the core model of SaaS should lead to a 
better licensing process in theory, not all vendors are 
helping the cause. 

"It is very important to note that not all SaaS ven- 
dors have chosen to provide a simple approach to 
licensing," McDonogh says. "Some have merely ex- 
tended their legacy models to a hosted environment 
they call 'the cloud' yet still charge for mobile clients, 
file storage, reporting, etc. . . . Traditional legacy 
software licensing models tend to be convoluted 
and impossible to manage, with multiple levels of 
licensing for applications, servers, users, processes, 
nodes, devices, and so on. Moving to SaaS should be 
seen as an opportunity to fix this." 

SaaS throws another wrench into the IT engine 
when it comes to training and support. According to 
Scinto, there has been a large increase in service desk 
and service management requirements due to SaaS, 
just as with any outsourcing. This leads to a signifi- 
cant amount of communications and change man- 
agement across both business and IT stakeholders, 
he says, and more training and customer support 
will be needed as business users seek to tweak and 
customize SaaS workflows, outputs, reports, and 
other elements. 

"This will require IT support and education, as 
traditional SaaS solutions look to provide a stan- 
dardized set of workflows /outputs," Scinto says. 
"Stakeholder expectations need to be managed to 
understand that there are flexibility tradeoffs with 
SaaS. Configuration options will not meet all busi- 
ness customization requirements or desires. This 
is an important point to take into account when 
evaluating SaaS opportunities. Applications and IT 
solutions that require future changes or customiza- 
tions may not be good SaaS candidates." 

Meikle adds that more mature organizations 
use a SaaS model to free up IT staff to work on 
more tailored solutions for their customers that 
provide additional profit. Further, while some 
businesses will deploy their IT staff as business 
liaisons for the new systems, others look to SaaS 
to reduce training costs by placing the business 
support burden directly on the SaaS vendor and 
moving the remaining IT staff into other projects 
or support areas. ▲ 

26 September 2011 / 

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▲ Determining locations 
for stores of archival data 
depends on a company's 
existing data demands 
and its ability to vet 
hosted providers. 

A Storage hosting providers 
eliminate the need for discrete 
archival hardware and associ- 
ated licenses but can present 
performance and security 
problems in certain instances. 

▲ Deduplication and 
compression are key 
parts of an archival 
arsenal for companies 
looking to make the most 
of their storage capacity. 

▲ Communication among 
business units and well- 
formed policies can go a long 
way toward ensuring compa- 
nies can meet their current 
and future archival needs. 


Expert Advice For Successful Data Storage 

Like postal carriers facing a seemingly infinite deluge 
of mail, IT managers constantly grapple with the 
unending influx of data. As a result, archiving has 
quickly grown into a necessity at organizations of all 
sizes, but determining how and where to store data 
can be a menacing challenge, particularly considering 
the horde of archiving strategies available today. 

28 September 2011 / 



Because data archiving ultimately affects every 
aspect of an organization, it's critical to understand 
that archiving can't effectively exist on an IT island. 
Although IT departments generally oversee the tech- 
nical details behind archiving, smart businesses get 
nearly everyone involved to ensure that data ar- 
chiving needs are identified and met through strate- 
gies that work best for a particular environment. 

"Data archiving is a critical aspect of IT that most 
business units do not understand and typically do not 
care to," explains Lance Reese, president of Silver Peak 
Consulting ( "The 
key is to build relationships with the business unit 
owners and work with them to meet their storage and 
archiving needs while remaining true to a visionary 
and fiscally responsible technology roadmap. There are 
many solutions; involve your business counterparts in 
the decisions and you will see dramatically improved 
buy-in, understanding, and respect." 

Location, Location, Location 

Regardless of a company's business, the value of 
its data is immeasurable due not only to its ties to 
communication, strategy, and goals, but also to the 
ever-increasing demands of regulatory compliance. 
The sheer magnitude of data in any given company 
generally requires archiving to keep systems run- 
ning efficiently and to keep recent data easily avail- 
able. The science behind data archiving is populated 
with a variety of theories, approaches, and tech- 
nologies, but one of the most basic issues companies 


must face is whether to archive data locally, at a 
remote location, or with a hosting provider. 

Businesses that have multiple locations may 
choose to archive data at one site for all of its lo- 
cations, but this strategy requires that the chosen 
location is equipped to handle not only a massive 
amount of data, but also potential disasters or other 
emergencies that could impact the stored data. These 
same businesses, as well as businesses with a single 
location, can also choose to hire a hosted service to 
archive data, but numerous factors can play into the 
decision for or against the hosted option. 

"There are advantages and disadvantages to using 
hosted services, and both sides of the argument must 

a Data requirements continue 
to grow, mostly because of 

Lance Reese, 

president, Silver Peak Consulting 

be looked at before making a decision," says Robby 
Wright, chief technical consultant with Abtech Systems 
( "Hosted services have the 
advantage of your never having to purchase hardware 
and licensing to run your applications. Most hosting 
facilities are very secure and have redundancies that the 
average business can't afford. Your application is usu- 
ally hosted on reasonably up-to-date equipment. You 
will also need to purchase any necessary system admin- 
istration help, depending on your hosting contract." 

But downsides also lurk within the hosting route. 
For example, Wright notes that customers are essen- 
tially locked in to the hosting provider's services, and 
because applications are often hosted on a virtual- 
ized server farm along with applications from many 
other companies, the burst speed provided by a local 
dedicated computer isn't always available. Further, 
he says that customers need to pay for burst network 
traffic, required data capacity, and adequate network 
bandwidth to meet the needs of their facilities. 

Security concerns always surround archived data, 
but these concerns can become amplified when the 
data resides off premises. According to Reese, busi- 
nesses should choose local archiving if they can af- 
ford it, because the security complications that stem 
from outside services have yet to be resolved. "With 
the increased cyber attacks, online services that store 
archived data are . . . likely and lucrative target[s] 
for cyber espionage efforts. Keeping the solutions in- 
house will eliminate many of the uncertainties that 
come from outside vendors," he says. 

Granted, plenty of businesses use hosted archiving 
services without issue, and cloud providers con- 
tinue to improve upon security on a regular basis. 
Miles Kelly, senior director of product marketing 
at Riverbed (, recommends en- 
suring that a hosting provider uses encryption, es- 
pecially if data security is a critical requirement. On 
the performance front, he suggests evaluating data 
retrieval performance requirements relative to the 
performance of accessing data from a hosting pro- 
vider. Also, he says, determine whether the provider 
leverages both disk and tape for data storage, as this 
will impact the speed of data retrieval. 

Battling The Data Bulge 

As costs for storage capacity continue to plunge, 
many companies technically have loads of archival 


Service providers exist for al- 
most every IT-related task, but 
some assume a deeper role in 
business functions than others. 
Data archiving is one such 
example, because businesses 
typically expect a third-party 
provider to store their data 
for the long haul rather than 
a short period. According to 
MacFarland Consulting's 
.com) Anne MacFarland, this 
means performing due diligence 
on the provider before em- 
ploying its services. 

"It sounds brutal to say, 
'Negotiate the divorce before 
you get married,' but in the 
case of outsourcing an archive, 
you want at least a strong and 
detailed prenup and preferably 
some specific kinds of reporting 
on who has accessed the ar- 
chive and for what — if only to 
determine what information 
actually does have a long tail of 
reuse. A business archive is not 
merely a curated asset; it must 
be useful and used," she says. 

Due diligence can also be 
useful for companies that store 
their archives on premises. 
MacFarland advises sticking 
to open standards and formats 
with broad multivendor sup- 
port whenever possible. Instead 
of taking a chance on secret 
archival formulas, veer toward 
the tried and true, such as the 
recommendations set forth by 
the SNIA (Storage Networking 
Industry Association). 

PC Today / September 2011 29 




Navigating the dense wa- 
ters of data archiving can 
be a daunting experience 
without an understanding 
of the technologies and 
concepts that crowd those 
waters. Here are some 
key terms in the data 
archiving field. 

▲ compression: Reduces 
the size of data stores by 
encoding information 
with fewer bits than the 
original version. 

▲ deduplication: Tech- 
nologies and processes 
designed to eliminate 
redundant data in archives 
and other storage. 

▲ hosted: Archives stored 
with a third-party provider, 
which has facilities specifi- 
cally built for data storage. 

▲ local: Archives stored 
on in-house storage serv- 
ers, providing fast access 
to stored data but often 
costing more than hosted 

▲ remote: Archives stored 
at an offsite location the 
company owns. 

space. But if they're not using it efficiently, the capacity 
can diminish far more quickly than it should, in turn 
driving home the need for a better archival strategy. 
Wright notes that small or even midsized businesses 
that aren't using enormous amounts of space can get 
away with simply archiving and /or deleting data that 
is no longer used. But for others, innovative archival- 
specific technologies are increasingly necessary to 
make the most out of their existing capacity. 

"Discovering the extent of business data and 
the multiple copies, shadow copies, and the ancient 
backups, and deleting the surplus, can recover space," 
advises Anne MacFarland of MacFarland Consulting 
( "Deduplication 
and compression technologies reduce the bulk of 
data and can be [used] without impairing its quality. 
However, for long-term retention, the algorithms for 
compression, deduplication, and restoration must be 
stored with the data in a way that allows the data to 
be opened and read. Some applications and platforms 
support this capability." 

According to Kelly, deduplication is especially 
useful when it finds the same data patterns in ar- 
chives or other storage platforms, such as the same 
files, directories, and file systems. Using this tech- 
nology, businesses can realize data reduction 20 times 
greater than what they obtain from other means — or 
more, in some cases — and can extend that reduction 
by applying compression on disks separately or in 
conjunction with deduplication, he says. 

"Tier 2 storage has become so inexpensive that 
maximizing data space is not difficult if the CIO is 

11 Cloud storage is a growing and 

increasingly viable option for 
backup and archiving, and many ven- 
dors have overcome security and lock- 
in concerns." 

Miles Kelly, 

senior director of product marketing, Riverbed 

a Long-term retention of valuable 
business data is not like putting 
a book on a shelf and expecting it to 
be there when you want it. It requires a 
long-term commitment to governance, 
administration, and infrastructure." 

Anne MacFarland, 

MacFarland Consulting 

creative," Reese adds. "Deduplication, secondary 
market storage, and virtual storage solutions are 
three relatively inexpensive ways to deal with the 
hardware. The complications come from the time it 
takes to perform the archiving process; businesses are 
not tolerant of downtime for backups or system main- 
tenance. Focus on the architecture and timing more 
than the hardware. The equipment is a commodity — 
innovative solutions to organize, catalog, and manage 
the data for your specific applications are not." 

Power In The Plan 

Even for companies equipped with mountains 
of capacity, at some point the data will catch up 
and force new investments or strategies around 
archiving. Because basic storage is cheaper than 
ever, some businesses tend to be sloppy in their 
archival approach, leading to many duplicates 
of the same data throughout various archives. 
Deduplication and other methods certainly help 
to curtail this problem, but companywide pol- 
icies and planning can also help to solve the 
inevitable quandary of increasing data against 
diminishing capacity. 

"Databases are not being architected as efficiently 
as they were when storage was at a premium, and 
most companies have multiple copies of data that 
the IT department is unable to manage or catalog 
effectively. The most successful method of managing 
this is to put the burden of expense back onto the 
individual business units that request and use the 
storage. The billing should be burdened completely 
with requirements for archival, staffing, network 
requirements," Reese says. 

When business units are expected to share in the 
expenses surrounding data archiving, their steward- 
ship improves substantially, Reese says, and they will 
more effectively manage their own requirements and 
expectations. Kelly adds that businesses should create 
storage quotas with hard limits to manage the amount 
of new data that is created. These expectations and 
limits can be part of a wide-ranging archival strategy 
that helps to ensure that capacity will always be avail- 
able when it's required. 

"Too many companies look at their existing 
storage requirements and assume that buying that 
and a little more is sufficient. To do it correctly, you 
need to create a plan that starts where you are now 
and allows for planned expansion. Storage systems 
that allow for the addition of additional storage 
capacity without shutting down the storage system 
and adequate redundancy to avoid unplanned out- 
ages are critical in today's environment. A good 
storage system makes it easy to rack and connect 
new disk space," Wright says. ▲ 

30 September 2011 / 



Online Storage 

Consumer Options, Enterprise Effects 

Consumers have more or less fallen in love with 
cloud storage services, and it's easy to see why: 
They provide an invaluable service by giving 
users access to their files from any Internet connec- 
tion; they're easy to use; and, in many cases, they have 
free options in addition to paid service plans. There 
are dozens of services you can use, including Apple's 
iCloud, Box, Dropbox, SugarSync, and Symform. 

It's little wonder that demand for cloud storage 
would grow in the business sector, as well. However, 
there are some very different considerations between 
what consumers and businesses need and want. 

Not The Same Game 

Fang Zhang, storage analyst with IHS iSuppli 
(, says consumer Web storage 
evolved from Gmail, Amazon, eBay, and the like to 
services such as iCloud, Facebook, and YouTube. 
She adds, "When Amazon decided to transition from 
Web selling to Web storage, or Google from email 
and search to Web storage," says Zhang, "it marked 
the transition from consumer Web-based storage to 
business /enterprise Web-based storage." Now those 
companies actually offer a new business model for 
other companies to leverage. 

However, Bassam Tabbara, CTO and co-founder 
of cloud storage provider Symform (www.symform 
.com), points out that there are differences between 
consumer and business cloud storage. "Everything 
from speed, to reliability, to security — we're de- 
signed to handle business-class data," Tabbara says 
of Symform. "Not just photos and documents, but 
your company secrets." 

Indeed, there are big differences when it comes to 
business-class cloud storage vs. consumer-oriented 
Web-based storage. With businesses, "you need to 
think about volume snapshots, and backing up da- 
tabases and email servers, versioning, file retentions, 
and archiving," says Tabbara. The differences, he 
adds, "are not related to the back-end architecture — 
it's more about the bells and whistles around it." 

"Privacy /security is the No. 1 concern for business 
storage," notes Zhang, and for good reason. A breach 
of data or even the unavailability of data due to server 
downtime can dramatically affect a business — much 
more so than it would affect a typical consumer. 
"Other concerns include regulation, standard, host 
company credibility, reliability, extendibility, etc." 

Positives & Pitfalls 

By dint of the differences between the require- 
ments and practicalities of consumer as opposed 
to business cloud storage, there are both positives 
and potential negatives associated with using cloud 
storage for a business. 

Cost, for one, is a huge factor. Running a data 
center is extremely expensive; it requires moun- 
tains of hardware and software, extensive energy 
costs, and personnel to monitor and manage the 
facility. Those costs get passed on to the user — or 

a Everything from speed, to 
reliability, to security— we're 
designed to handle business-class 
data: Not just photos and docu- 
ments, but your company secrets." 

Bassam Tabbara, 

CTO and co-founder, Symform 

in the case of business cloud storage, the company 
paying for the service. 

"There really haven't been any good ways to 
monetize [cloud storage] besides having people 
pay for it," says Tabbara. In other words, at this 
point no one has figured out how to pay for the 
costs of storage. For example, it's hard to find an 
agreeable way to put ads in peoples' storage areas. 
As a result, the costs for X number of gigabytes 
with local storage and the same number in cloud 
storage are wildly different. 

Of course, for many companies, the costs may be 
well worth it. "Especially for the small and median 
companies /business which do not have a sufficient 
budget to cover their entire IT requirements (dedi- 
cated people, latest hardware and software), online 
storage can provide all the services with control- 
lable cost", says Zhang. 

Another possible issue is losing control of 
company information to a third party, in the 
form of data breaches or outages, but also as it 
pertains to getting your data back if you want 
to change providers. And of course, privacy and 
security are at the front of every IT administra- 
tor's mind. 

However, increasingly, companies are springing up 
to deliver cloud storage solutions businesses need. A 

PC Today / September 2011 31 

Software: Build Or Buy? 

Is In-House Software Development Worthwhile? 

Software may be among the most complex of 
intellectual undertakings. It's so complicated, 
in fact, that — unlike a bridge, a building, or 
an automobile — it simply cannot be guaranteed to 
perform as designed, which is why software " warran- 
ties" are usually limited to media replacement. It's not 
so much that developers are sloppy — although that's 
sometimes the case — it's that it's almost impossible 
to build systems that aren't fragile to some degree. 
(Thus, Gerald Weinberg's famous Second Law of 
Programming: "If builders built houses the way pro- 
grammers built programs, the first woodpecker to 
come along would destroy civilization.") 

And yet, today's businesses quite literally run on 
software. The question is, if there exists no appro- 
priate off-the-shelf solution, where should you get 
your software? Which is the smart business move: 
building that software in-house or outsourcing it? If 
it's as complicated an undertaking as it's said to be, 
is it better to create your system in-house and control 
every aspect of the project? Or is it smarter to hand it 
off to an experienced development shop? 

The answer, at least, isn't nearly as complicated as 
the question. It may boil down to something as simple 
as your company's pedigree and business model. 

In-House Development: Expensive & Risky 

"The decision that needs to be made," said the 
manager of a Northern California software and ser- 
vices provider, "is whether in-house development 
will make the company better at its core competency 

or whether it will divert resources from the pri- 
mary goals and mission of the company." 

Generally speaking, say many practitioners — in- 
cluding the manager with whom we spoke — unless 
your company is actually in the business of creating 
software, it's best to leave the actual implementation 
to experts, especially if you're working in a regulated 
industry, such as banking or healthcare. "I would 
recommend that they contract with someone with 
specific expertise in the field and the commitment to 
maintaining the software and keeping up to date with 
regulatory and compliance changes," he says. 

Software is not simply complex — it's also ex- 
pensive, partly because there are always too many 
stakeholders, many of whom have conflicting ideas 
about the software's general purpose and specific 
feature-set. The old adage is that with software, 
you can have quality, speed, or a robust feature-set: 
Pick two; getting all three is often impossible and 
always costly. 

How costly? No one knows, because each project 
is different. However, you can count on it being 
more expensive than you had planned. As one soft- 
ware development text puts it, "The estimation of 
software development cost remains one of the most 
vexing problems in software engineering." At its 
core, development cost estimates are a manpower 
issue — some part of the cost estimation comes down 
to guessing (and it truly is guesswork, at least in the 
early stages of the project) how many people will 
have to work on the project and for how long. 

32 September 2011 / 



Experts say that there are ways 
to tame those costs, of course, and 
tactics that can minimize their esca- 
lation. Two widely accepted recom- 
mendations stand out. First, insist 
on well-documented and agreed- 
upon specifications. Second, ensure 
that change-control procedures 
are in place. (These recommendations are important 
enough that we'll revisit them shortly.) 

No matter how you approach it, software develop- 
ment is a difficult, time-consuming, and expensive 
undertaking. It requires specific resources, sophisti- 
cated tools, skilled staff, and an entire development 
infrastructure; and not every company can afford to 
devote those resources to a software project. 

"Smaller companies would do mostly out- 
sourcing/' says a spokesperson for a large New 
York-based publisher, "unless it's a company 
whose business is developing software." 

Outsourcing Issues 

What many C-level execs seem to fear most 
about outsourcing software development (or any- 
thing else, for that matter) is loss of control in terms 
of both delivery and decision-making. This is a 
valid issue, say experts, but building regular over- 
sight into the outsourced process — and insisting 
on a certain amount of transparency from the con- 
tractor — can mitigate such concerns. 

Anand Sanwal, CEO of CB Insights (www.cbin, says that from an investor's perspec- 
tive, the people putting money into a company 
often like to see development occurring in-house, at 
least when it's a technology company. 

"Investors' views on in-house development vs. 
outsourcing are not homogeneous, of course," says 
Sanwal. "They'll be influenced by factors such as 
the company's industry and focus, the investors' 
own background /pedigree (finance vs. engineering 
backgrounds, for example) and what has worked 
and not worked for them in the past. But generally 
speaking, if the company's primary advantage will 
be driven by its technology, there will be a prefer- 
ence for in-house development from the start." 

In fact, says Sanwal, engineering-oriented 
founders have a distinct advantage in terms of 
fundraising, acquisition opportunities, and the like. 

"At present," says Sanwal, "there is definitely a 
preference among investors for technical founders, 
which implies that development of at least the ver- 
sion 1.0 product is not just being done in-house but 
is actually driven by the founder. Investors increas- 
ingly prefer at least some portion of the founding 
team to be engineering-focused." 

Big Enough To Play Either Way 

There are advantages to each approach, of course, 
depending on the situation — and some companies 
are large enough to play the game both ways, de- 
veloping some systems in-house and outsourcing 
others. In fact, if you have the financial wherewithal, 
sometimes the answer is to simply buy the company 
that has the technology you're after. 

That was the case with a certain New York pub- 
lisher. "Obviously, we look at our resources," says 
a company representative. "We know where our 
strengths are, and in a lot of cases — especially for cus- 
tomer-facing product — we've simply acquired compa- 
nies that have a product that we think has some legs. 
That way, we acquire the technology, we acquire the 
people, and now we have the expertise in-house." 

First, Define What It Is That You Want 

There's no one answer to the dilemma, of 
course. It seems to come down to whether investing 
in in-house development is seen as something that 
will contribute to the company's focus or whether 
the resource-intensive demands of software devel- 
opment would instead distract from that focus. 

However, it turns out that the two recommenda- 
tions noted earlier about well-documented specifica- 
tions and solid change-control procedures apply either 
way. It doesn't matter whether an in-house team is 
building your software or whether you intend to out- 
source it. Either way, the first thing you need to do is 
define the project, and you need to do so very explicitly. 
If you don't, then — as any developer will tell you — 
what you get back (from either source) will not be 
what you thought you had asked for. Secondly, good 
change-control procedures will ensure that everyone 
understands the costs (in time, money, and features) of 
deciding to modify or expand that definition. It's pos- 
sible that if this one important lesson is taken to heart, 
you'll get the most out of your software investment, 
regardless of whether it's in-house or outsourced. ▲ 

PC Today / September 2011 33 


For Small Busin 

Market, Socialize, Network 

anaging social media for a small business 
can seem like taming a technology beast. 
And it's the kind of beast that may appear 
to be smarter than you at times. But, with some 
basic education and communication skills, you can 
learn to be a master of social media. 

Whether your enterprise is utilizing up-to-date 
social media strategies in multiple departments 
or you're in the process of initially establishing 
your brand through social networking, there's no 
denying that the social media landscape rapidly 
evolves. So, we've talked to some experts about 

a Doing social media marketing 
the right way requires two sets 
of skills: technical and marketing 
skills. On Facebook, for instance, 
you need to be able to develop 
custom applications and tabs to 
'brand' your page and support your 
overall marketing message." 

Amine Rahal, 

founder and CEO oflronMonk Solutions 

how to maintain the effectiveness of your social 
media marketing efforts. 

We'll give you the skinny on marketing a product 
or service, cultivating company-to-customer relation- 
ships, and making the most of the connections with 
your Fans, Followers, Members, and Connections on 
Facebook, Twitter, and Linkedln. And, you may dis- 
cover that these topics aren't mutually exclusive. 

For Products & Services 

A small business typically retains its local cli- 
entele by offering the best value for the customer's 
money. But when it comes to your Web site and 
social network, you want to employ social media 
marketing tactics that continually offer an incentive 
for customers to keep interacting, paying attention 
to new posts, and ultimately coming back to your 
physical or virtual marketplace. 

Likes, app platforms & promotions. Facebook is 
where you'll want to take advantage of the various 
platforms with which you can announce, target, dis- 
cuss, link, and share. Amine Rahal, founder and CEO 
of IronMonk Solutions (, points 
out the ways your profile should clearly present your 
product or service. "On Facebook, you have the ability 

34 September 201 



of creating a custom HTML /CSS landing page for 
your fan page, which is great for presenting your latest 
products/services. You should also take advantage of 
the Facebook Ads platform, which is a true gold mine 
for SMBs right now. It gives you the ability of targeting 
people by age, location, interests, likes, marital status, 
college or work info, and more/' 

In conjunction with these suggestions, you can 
make the jump between your Facebook page and 
Web site more seamless. According to the founder 
of Brandignity (, Maciej 
Fita, you can start by "incorporating a Facebook 
'Like' box on the Web site where it can be visible on 
every page of the site." 

"Since such a large community of people are logged 
in to their Facebook accounts at any given moment that 
Facebook Like box gives your visitors the opportunity 
to become a fan of your company fan page with just 
one click. Entice people to become a fan by offering 
special Facebook discounts that will only be visible on 
your business Facebook fan page to trigger a stronger 
interest for people to become fans," says Fita. 

Furthermore, Fita says you can import blog post 
links on your wall as you write them, create dis- 
cussions to reinforce the humanity of your busi- 
ness, provide discounts on your page, and post 
links from other resources your online community 
would benefit from. 

Hashtags & retweets. Twitter isn't Facebook, 
so there's no reason to treat it as such. The micro- 
blogging site Twitter is actually all about "finding 
the right people, following them and engaging 
in conversations with them," says Rahal. To pro- 
mote your own product or service, you can look 
for hashtag topics (topical words preceded by the 
number sign, such as "#tech") related to your in- 
dustry and hashtag the topic in your own tweet. 
To continually participate in this short-verse dis- 
cussion, Fita says to post links to your blog posts, 
strike up "©mention" conversations (this is how 
you reply to or contact another Twitter user), and 
retweet helpful topics so you can be a friendly busi- 
ness that responds to its audience and fosters that 
"warm and fuzzy social feeling." 

B2C Connections 

The relationship metaphor easily applies to com- 
pany-customer rapport. And while the concepts 
are simple, carrying them out requires consistency. 
And, whatever you do, don't singularly rely on 

"Content is king/' This phrase may ring true, but 
content only works if it's both relevant and persistent. 
Even if you're posting to thousands of fans or fol- 
lowers, says Rahal, it's useless unless you're engaging 

a If you are in a niche or space 
that tends to be very busy, your 
social media approach could be the 
communication that differentiates you 
from your competition. Social media 
really helps you become a brand online 
and not just a logo and Web site." 

Maciej Fita, 

founder of Brandignity 

them with useful and interesting content regularly. "Be 
careful though, you don't want to come across as being 
too 'commercial' with your content," Rahal adds. 

Stay personal. According to Fita, it all comes 
down to being active, personable, and friendly. 
"Keep in mind that the social media space is not 
all about self-promotion. You have to be willing to 
share with your community and that sometimes 
involves sharing material and information from 
other like-minded individuals, Web sites, and busi- 
nesses," Fita explains. 

The Professional Network 

Business is networking, some say. Then again, 
others tell you to target your industry and make 
connections. And still more suggest taking time 
to create an approach that works best for you. No 
matter what angle you employ, you can at least 
start with these tips. 

Link up by joining groups. Not a part of 
Linkedln yet? Join up. Some professional groups 
have more than 100,000 members, which means 
"the [possibility] of qualified eyeballs to hit your 
content is very high," Fita says. Moreover, you can 
become a member of a group that's relevant to your 
industry or simply create your own and invite your 
contact list, Rahal says. He also suggests posting 
blog articles, involving yourself in industry-based 
groups, and steadily establishing yourself as an au- 
thority in your industry. Also, don't forget to con- 
nect your Twitter and Linkedln accounts, so your 
Twitter feed appears on your Linkedln profile. 

Play it safe. As much as online social spaces can 
feel like virtual playgrounds for adults, there are 
some "mustn'ts" you want to adhere to. Carmen 
Skipworth, U.S. and Canada sales executive for 
Yousocial social networking services (www.youso, offers the following tips to be successful at 
professional networking: "Don't mix personal stuff 
with professional. Don't post sensitive content. Use 
social networks only to share experience and to get 
new ideas. Keep it short and simple." ▲ 

PC Today / September 2011 35 



Customer Relationshi 


How Much Technology Support Do You Need? 

When William Barada, VP of Indianapolis- 
based employment screening firm 
Barada Associates (www.baradainc 
.com), began looking for a CRM (customer rela- 
tionship management) solution, he was amazed at 
how complicated the decision was. Barada wanted 
to aggregate and organize all the data about his 
prospects and clients — from proposal and con- 
tract documents to emails and professional pref- 
erences — into a single database that was easily 
accessible no matter where he or his personnel 
might be. He had explored Microsoft Outlook and 
CMS (content management system) software, but 
nothing he evaluated could elegantly and intui- 
tively manage his entire universe of client data. 

His search propelled him to explore CRM technol- 
ogies, which offer more depth and functionality than 
CMS solutions. A year later, Barada is still looking, 
and he's not alone. A 2009 survey by sales man- 
agement solution provider Avidian Technologies 
reported that among SMBs that were involved with 
CRM technologies, 32% were in the product selection 

or discussion stage. A full 70% of the SMBs surveyed 
weren't even sure what CRM was. 

Defining CRM 

CRM is hard to define fully and even harder 
to shoehorn into a technology category. There are 
more than a dozen different definitions of CRM 
online, some of which referenced CRM as a tech- 
nology. At a fundamental level, CRM is the disci- 
pline or activity of managing customer interaction 
to foster strong relationships. For SMBs, the ques- 
tion is, what does that involve? 

Is good contact management essential to CRM? 
Certainly, and we agree with Barada that man- 
agement should enable you to aggregate, orga- 
nize, and preferably analyze that customer data, 
as well. Good customer service and communica- 
tion are important to that goal, also. The Internet 
has complicated matters considerably, because 
issues like social media and the need to build 
relationships with faceless, online customers also 
come into play. 

36 September 2011 / 



What They Think You Need 

Perhaps because CRM is such a buzzword right 
now, we found developers of everything from CMS 
systems to social media managers categorizing 
their offerings as CRM — or at least referencing 
the acronym somewhere. Further muddying the 
waters, CRM is often a component of massive plat- 
forms that also include supply chain management, 
human resources, financials, and so on. 

In the middle lie CRM systems that incorporate 
contact, service, and communication, but often do 
so in every way possible — with call center manage- 
ment, for example, or e-commerce integration. With 
all of these solutions, developers hope to convince 
you that you need everything they have to offer. 

"There's a bit of an arms race in this arena. 
Everybody is one-upping everybody else," Barada 
says." They are all trying to create what they think 
other people want." Derek Miner, CEO of CRM pro- 
vider Ivinex (, agrees and says a 
challenge for SMBs is finding a solution that is "meth- 
odology agnostic," with no hard-coded structure they 
must adapt to (or pay a fortune to customize). 

Finding What You Really Need 

We are not implying that multi-faceted offer- 
ings are a bad choice. Some businesses may want 
an all-in-one CRM solution that incorporates sales, 
service, marketing, call center, social media integra- 
tion, and even partner relationship management. 
Some may even want CRM as part of a comprehen- 
sive business management platform. 

Others, like Barada, may just want to archive, 
manage, and leverage contact data to foster cus- 
tomer loyalty and drive sales. The point is you 
don't have to be locked into an all-encompassing or 
expensive solution to achieve its benefits. The trick 
is to ask yourself — and the solution provider — the 
right questions, up front. Some of the issues experts 
recommend you consider are: 

Cloud vs. on-premise. SaaS (software as a service) 
solutions give you a cloud-based interface that lets you 
access your data anywhere, anytime. SaaS tends to be 
less expensive, per seat, but you lose control of who 
has your data. If you choose a cloud-based solution, 
ensure your provider follows best practices for data se- 
curity, redundancy, and backup. Some companies offer 
both cloud and on-premise options, which lets you 
change your mind without starting over again. You 
can expect to pay more for on-premise service. 

Customization. Can you build or customize your 
interface, fields, and relationships without paying 
extra? (Relationships are the rules by which datasets, 
such as products or contacts, interact with one an- 
other.) "Can you live with a hard-coded process where 

you get a lead, you convert it to a contact, etc.?" Miner 
asks. The most modular solutions, he says, "let you 
set up your own dashboards and data sets and choose 
which business processes to automate." 

Feature set. Within what timeframe, if at all, do 
you see yourself needing sales automation, call center 
support, marketing automation, channel /partner/ 
vendor management, and /or social media integra- 
tion? Research each of these functions and prioritize 
them by importance. Do you like the idea of uniting 
financials, human resources, ERP, or other business 
management components? 

Integration. Do you live and die by your Outlook 
calendar? What about Google apps or your iPhone? 
Don't assume all CRM products offer a mobile app 
and /or integrate with Outlook or other office produc- 
tivity tools. The same is true of hardware. If you want 
to tie your CRM solution to your telephony system, 
make sure the CRM provider supports it. Make a list 
of what matters to you and don't be led astray. 

Social media. Do you have the time and re- 
sources to engage with social media? If so, having 
it integrate with your CRM software can be pow- 
erful. Some CRM solutions have APIs (application 
programming interfaces) that harvest the entire 
universe of social media conversations. They let 
you analyze the behaviors of your customers — for 
example, finding out who is an "influencer" of 
others, or tracking the chatter about your products 
compared to those of your competition. (These fea- 
tures are available in standalone tools, too.) 

Web orientation. If you garner leads or sell a lot 
of products online, your CRM software should be 
Internet savvy. "When a customer purchases a product 
online, the transaction can automatically be updated in 
the contact record, so moving forward you have an up- 
to-date purchasing history and behavioral data," says 
Greg Head, chief marketing officer of CRM provider 
Infusionsoft ( 

The Right Choice 

The concept of "CRM" is applied to a broad array 
of solutions, from "contact managers on steroids" to 
full-fledged sales, support, and e-marketing suites. 
In reality, every successful company engages in 
customer relationship management at some level. 
We all know a dog-eared Rolodex or 3 x 5-inch index 
cards don't get the job done anymore. 

So, where do you go from there? "Every com- 
pany is unique," says Miner. "Instead of trying to 
take your business model and make it work with 
certain software, you should be able to take your 
model and achieve success with an architecture 
that works with your process." Until you fine one, 
Miner says, keep looking. ▲ 

PC Today / September 2011 37 



Business Software 

The Latest Releases & Updates 

Apple's new OS X Lion is 
available only via download 
and offers features appealing 
to business. 

othing ever stays the same, certainly not 
in the world of business-related software. 
Attempting to manage a business while 
keeping track of new and updated software releases 
is enough to try anyone's patience, so we'll give you a 
hand by letting you know what's available. 

Quest Software vRanger Update 

Quest Software has announced the availability 
of Quest vRanger 5.2, the latest addition to the 
company's virtual data protection systems. The 
new release is aimed at simplifying and acceler- 
ating VMware backup, replication, and recovery 
while significantly reducing storage requirements 
and providing additional reliability and scal- 
ability. Version 5.2 now offers full VMware ESX 
and ESXi support, as well as VMware HotAdd 
support for faster speeds when making network 
backups of ESXi. The application also can now run 
as a low-resource usage virtual appliance when 
replicating ESXi vir- 
tual machine data. 
vRanger continues 
to offer active block 
mapping technol- 
ogy and support of 
VMware's changed 
block tracking vS- 
torage API. 

OS X Lion 

With more than 
250 new features and 
enhancements, the recent release of Apple's newest 
Mac OS could definitely impact your business. 
Several features lend themselves to Mac or mixed 
Mac /Windows business environments: The updated 
OS features AirDrop, a fast, simple way to transfer 
files wirelessly from one Mac to another; Multiuser 
Remote Access, offering the ability to log in re- 
motely and use a Mac without interrupting another 
user who might be working on the same system; 
File Vault 2, allowing you to encrypt your hard drive; 
Application Sandboxing, which restricts what ap- 
plications can do within the operating system; and 
an Online Account Manager that lets you manage 
multiple online accounts from one location. 

Motionsoft MoSo 

Rockville, Md., -based Motionsoft has released 
MoSo, an online member and facility management 
solution intended to help businesses operate within 
a cost-effective, easily-updated cloud infrastructure. 
The modularly built business-management suite in- 
corporates Motionsoft's existing member management 
technology, providing what the company says will be 
"a more productive and capable online experience for 
both members and staff." If your business acquires, 
manages, and tracks members, MoSo may be able to 
provide a set of cloud-based tools to help you do so 
more efficiently. In addition to member relationship 
management functionality and billing and financial 
services, the MoSo suite features the myClub member 
portal for online sales, booking, and member services, 
as well as Facebook and Twitter integration. 

Parallels Desktop 6 For Mac Enterprise Edition 

Parallels has long been known as the premier 
tool for running Windows and Mac applications 
side-by-side on a Mac without having to reboot. 
The new version enables IT departments to support 
Windows-based business apps for Mac users, pro- 
viding them with a configurable, policy-compliant 
tool. Macs are becoming much more common in 
the workplace — thanks in part to the burgeoning 
demand for Apple mobile products such as iPhone 
and iPads — so many businesses are seeking tools 
that allow Macs to run popular Windows busi- 
ness applications: And one way to do that is to run 
Windows itself on the Mac hardware. 

Hyland Software Agile OnBase v11 

Version 11 of Hy land's OnBase focuses on mo- 
bile enterprise content management, collabora- 
tion, and agility, with the goal of helping users be 
responsive to changing business environments. 
Hyland has added inherent intelligent indexing 
and automated redaction functionality to its im- 
aging and capture software; the application can 
now handle business documents such as invoices, 
transcripts, and healthcare documentation. OnBase 
vll.O also offers data-level integration with Datatel, 
Lawson, and PeopleSoft, in addition to its existing 
SAP integration, and it now enables users to start 
a workflow or execute other workflow tasks in 

38 September 2011 / 



Outlook. Hyland has also added integration points 
with selected fax providers, including Softlinx's 
Replifax, Esker's Esker Fax, and Biscom's Faxcom. 

Oracle Security Patch 

Oracle has released a security patch that fixes 
78 vulnerability issues, including 23 fixes for Sun 
products and 13 for Oracle Database Server. The 
company said that problems with hundreds of 
its products could be remedied, since some of the 
vulnerabilities addressed in the update can affect 
multiple products. The largest number of fixes 
applied to the Oracle Sun Products Suite; nine of 
those vulnerabilities can be remotely exploited 
over a network, even without a username and 
password. A partial list of affected products in- 
cludes: CMDB Metadata & Instance APIs, Content 
Management, Core RDBMS, Database Vault, 
Enterprise Manager Console, Event management, 
Instance Management, Oracle Universal Installer, 
Schema Management, Security Framework, 
Security Management, and XML Developer Kit. 

Ellie Mae 2011 Summer Release 
Of Encompass360 

If you use software for mortgage bankers, 
community banks, credit unions, and other 
lenders, you'll be interested in this new release of 
Encompass360. The update includes compliance 
upgrades, increased eFolder capabilities, new tools 
to help maximize trade management, multiple per- 
sona pipeline views, new ZIP code database con- 
figurations, and other tools designed to help users 
better fulfill their daily operations. Enhancements 
include the ability to track eFolder events using the 
history tab, which marks a screen displaying all 
events associated with selected documents, files, 
or conditions; create custom eFolder and pipeline 
views; synchronize sell-side lock and trade data; 
and apply compound filters that reflect price ad- 
justments for loan trades, as required by investors. 

Harmon. ie For SharePoint 3.0 

Israeli software company has released 
a new version of its email plug-in. The new release 
adds social and collaborative features to Outlook, 
Google Docs, and Lotus Notes, letting users collabo- 
rate with colleagues and external contacts on Outlook 
without leaving the email interface. Within Outlook, 
business users can share documents and track docu- 
ment updates; post and check colleagues' real-time 
status; initiate phone /chat/ video/ email commu- 
nications; and more. Users can now see an activity 
stream that can provide both document and people 
status updates from their networks, and they can 

j a : 


r. . IjH H f* -^h 1H EUUM ' 

open documents that are posted without leaving the 
email interface. The new version can recommend 
additional connections 
based on users' contact his- 
tory, including email, chat, 
and document co-editing. 
Users can call, chat, and 
initiate videoconferences 
within that activity stream. 

SAP Business 
One Update 

SAP has announced 
the release of version 
8.81 of its SAP Business 
One ERP (enterprise re- 
source planning) software for SMEs, which the 
company says acts as a single integrated busi- 
ness management application. The latest release, 
aimed at integrating core business functions 
across the entire company — including financials, 
sales, customer relationship management, inven- 
tory, and operations — boasts numerous improve- 
ments, including improved mobility, simpler 
development of partner applications, and added 
social networking capabilities. SAP Business 
One 8.81 also features an integration framework 
that the company says makes it possible for cus- 
tomers to obtain con- 
stant access to their data 
through the software. 

Teambox Version 3.0 

The new release of 
Teambox is intended to 
increase productivity 
and quality of work by 
allowing users to man- 
age different workflows, 
communicate, and move 
between projects in an 
engaging manner. The 
interface includes a 
Private Elements fea- 
ture, which lets users 
restrict certain individ- 
uals from internal con- 
versations, and the application is integrated with 
Google Docs, allowing for automatic updates. The 
online project collaboration software for project 
managers, contractors, freelancers, and teams is 
free for as many as three projects, and features 
support for activity streams, threaded conversa- 
tions and commenting, inbox management and 
alerts, and RSS feeds. ▲ 

■ Q 

J - J = © - o ■; adds social networking 
to existing communication tools, 
including Outlook and Google Docs. 



Teambox is a complete 
open-source project management 
suite based in the cloud. 

PC Today / September 2011 39 




Energy-Conscious Tech 

devices that make 

our lives easier 

also produce some 

effects on the 

atelv, manv 

consumer elec- 

are working 

to create products 

ductive while 

demands to lessen 

the environment. 

Here, we take a 
look at the new- 

est environmei 

New Energy Star Rating 

The EPA announced that it added the Most Efficient rating to the Energy Star standard to identify prod- 
ucts that "demonstrate efficiency performance that is truly exceptional, inspirational, or leading edge." 
Energy Star will provide Most Efficient ratings 
for clothes washers, heating and cooling equip- 
ment, televisions, and refrigerators and freezers. 
An Energy Star accredited lab must be used to 
test the equipment for it to be given the Most 
Efficient designation. Consumers can identify 
the products using the Most Efficient logo. 


Most Efficient 


AT&T & Bloom Energy Fuel Cells 

Bloom Energy will be installing its "Bloom Boxes," which are energy servers that use fuel cell technology, in 
11 AT&T sites in California. The reliable power from the Bloom Boxes will reduce C0 2 emissions by around 
50% when compared to the grid, and deliver 7.5 megawatts of affordable power. Other benefits include the 
almost no particulate emissions of nitrogen, sulfur, and other smog-forming chemicals. In all, the 11 Bloom 
Boxes should produce 62 million kWh (kilowatt-hours) of energy each year — the equivalent of the energy 
needed to power 5,600 homes. The Bloom Boxes are a stack of fuel cells that work together to convert air 
and natural gas into electricity. 

Capture Energy From Air 

Researchers at Georgia Tech have discovered a way to capture and use the electromagnetic energy that's 
transmitted through the air, such as radio and television transmissions, satellite communications, and 
cell phone networks. The researchers believe that the ambient energy can be used to power networks 

of wireless sensors, microprocessors, 
and communication chips. In testing, 
the scientists were able to combine en- 
ergy scavenging sensors and antennas 
onto paper and other flexible polymers, 
which could be ideal for tasks such 
as RFID (radio frequency identifica- 
tion) tagging for shipping or for self- 
powered wireless sensors for chemicals 
or heat. Ambient energy could also 
be used as a power backup that could 
send wireless distress signals or main- 
tain critical functions. 

Optimize Energy Across The Business 

Schneider Electric and Cisco have partnered to save energy by monitoring and managing energy consump- 
tion within all building assets. The combined solution will use Schneider Electric's EcoStruxure technology 
that delivers energy management for power, data centers, processes and machines, building controls, 
and physical security into a single framework. Cisco will integrate its EnergyWise technology into the 
EcoStruxure to let you manage the energy for the electricity using devices in your company. For example, 

40 September 2011 / 



you can control the power to HVAC, lighting, security, PCs, and other IT de- 
vices. The ability to monitor, control, and report energy usage across the entire 
business area will let you more intelligently utilize the energy and benefit from 
new sources of energy savings. 

Zero Client Monitor 

Samsung and Cisco have partnered to create a virtual desktop infrastructure, 
which means that employee workstations would consist solely of a monitor, 
keyboard, and mouse. Samsung recently released its NC220, which is a monitor 
that receives power and data over a standard Ethernet cable. Cisco's virtual 
client functionality is built right into the monitor, so there's no need for a local 
desktop computer or notebook because all data is sent from the server. The low- 
power LED panel in the NC220 uses a maximum of 51 watts of power, which is significantly 
less power than workstations with a traditional computer and monitor setup. The NC220 
can also integrate with Cisco IP phone for greater savings. 

New Cooling Technology 

The Air Bearing Heat Exchanger from Sandia National Laboratories is a new type of air cooler for computers 
and other microelectronics that could significantly reduce the amount of energy needed to cool processors. 
With a traditional CPU cooler, there's a grouping of fins that cool air is blown across, which requires a separate 
fan, to dissipate heat. The major downfall of the fin design is that there's a layer of hot air that sticks to the fins, 
and the fins can also collect dust that reduces effectiveness over time. The Air Bearing Heat Exchanger builds 
the fan and cooling fins into the heatsink, so in effect it's a spinning heatsink. The centrifugal force reduces 
the hot air barrier by up to 10 times, thus increasing cooling performance. There's also no need for heat pipes, 
which allows the CPU cooler to be much smaller than today's air coolers. 

Solar Tablet Case 

The Spark Solar Tablet Case from Voltaic Systems can provide one hour of video playback on the iPad 
for every hour the case is in direct sunlight. The tablet case can also charge the BlackBerry Playbook, 
T-Mobile G-Slate, Samsung Galaxy Tab, Asus Transformer, and other handheld devices, such as smart- 
phones. Solar panels in the tablet case generate as much as 8W of power, and 
you can access battery power from the internal battery that is fully charged 
after 10 hours in direct sunlight. Voltaic indicates that the Spark Solar 
Tablet Case stores enough energy to fully charge an iPad. If the sun 
isn't out and you want to charge the case, you can do so via the USB 
ports. To help you store cables and power adapters, there's a built-in 
mesh pocket. We also like that the case's shell is made from recycled 
PET (pop bottles). 

New Coolcentric Cooler 

Coolcentric is a company that makes cooling products for data centers, 
and it recently announced the RDHx (Rear Door Heat Exchanger), 
which replaces the standard rear door of an IT rack enclosure with pas- 
sive liquid cooling technology. Coolcentric indicates that the RDHx can 
reduce data center power costs for cooling by up to 90% when compared 
to traditional IT cooling options. The chilled water inside the RDHx circulates to 
provide cooling directly at the equipment source, so you don't need to incorporate ducting, 
chimneys, end of row doors, pressurized raised floors, or hot-aisle /cold-aisle setups. Another benefit is that 
there are no fans, which further reduces energy consumption and noise, as well as the need for air handling. 
Hot air exhausted by the rack-mounted equipment will pass through the RDHx, which dissipates the heat 
so that cool air can flow around the rack into the rest of the data center. 

PC Today / September 2011 41 




▲ The integration of per- 
sonal mobile devices (aka 
BYOD) into the workplace 
is an inescapable issue 
that companies of all 
sizes must address in their 
devices strategies. 

A Expanding your strategy 
to include a BYOD compo- 
nent will result in produc- 
tivity enhancements and 
may reduce mobile device 
expenditures, as well. 

▲ User policies — even if 
very short and basic — must 
define the parameters for 
personnel, and companies 
must ensure everyone reads 
and signs off on them. 

A Firms whose policies 
are outdated or out of sync 
should begin tweaking 
them immediately to 
reduce their risk of corpo- 
rate exposure. 

s Your Mobile Strategy 


Attitude Shifts Create Challenges & Opportunities 

Just a few years ago, mobile strategies for busi- 
nesses were fairly simple. Industry wisdom 
suggested that businesses give employees a 
BlackBerry, if anything, and use (or pay for third-party 
hosting of) a BES (BlackBerry Enterprise Server) to 
manage them. Since many employees' personal phones 
were just that — phones — rather than mini mobile com- 
puters, businesses pretty much ignored them. 

Fast forward to the present, and you'll find that the 
situation has changed dramatically. A prolonged reces- 
sion and the explosion of iOS (Apple) and Android 
(Google) smartphones has completely upset the busi- 
ness mobile phone cart. BlackBerry-maker Research 
in Motion has seen its sales drop sharply, with market 
share dropping from more than 50% in 2009 to just 
under 25% in May 2011 per industry analyst comScore. 

a Small businesses may try to 
manage their mobile devices 
in-house with fewer resources, so they 
are not as comfortable with allowing a 
wide array of devices." 

Greg Potter, 

research analyst, In-Stat 

During the same period, businesses have become 
increasingly reliant on mobile devices. According 
to a May 2011 survey by McAfee and Carnegie 
Mellon University, 49% of respondents claimed to 
be "very" or "extremely" reliant on mobile devices, 
and that reliance has increased in the past year to 
70%. Furthermore, workers are increasingly bringing 
personal devices to work and, according to an April 
2011 report commissioned by Unisys and conducted 
by IDC, using them at twice the rate reported by 
employers. It's clear that companies of every size are 
grappling with how to adapt or create a mobile policy 
strategy that is nimble and flexible and encourages 
productivity while protecting company interests. 

Strategy vs. Policy 

For the purposes of this article, strategy is your 
total plan for deploying, managing, and securing 
mobile devices in the workplace. Policy, which we 
consider to be the specific ground rules by which 
employees may use mobile devices, is a big part of 
strategy. However, strategy also requires decisions 
about which devices you'll purchase and how you 
will manage them, whether or not employees can use 
their own devices, how you will handle maintenance 
and lifecycle replacements, and what happens to 

42 September 2011 / 



devices when they become lost, stolen, or obsolete, or 
when an employee leaves the company. 

Ready, Set, Strategize 

So do you have a formal strategy in place? Have 
you updated it recently or do you plan to do so soon? 
According to Greg Potter, research analyst with In-Stat 
(, small businesses are more likely 
than their enterprise brethren to have inflexible or 
outdated strategies and policies for mobile devices — if 
they have any at all. They are also less likely to support 
a BYOD (bring your own device) strategy. 

"I believe the majority of small businesses are pur- 
chasing phones rather than letting employees bring 
their own devices," says Potter. "Enterprises have 
better IT departments and economies of scale." Potter 
notes that enterprises can usually afford to either 
deploy robust in-house management of devices as 
part of their strategies, or use third-party hardware or 
software solutions for device management (including 
not only security, but also inventory and lifecycle 
management). "Small businesses may try to manage 
their mobile devices in-house with fewer resources, 
so they are not as comfortable with allowing a wide 
array of devices," says Potter. 

Even among medium-sized and larger firms, 
adapting strategies to match realities has been 
slow. According to the Unisys/IDC report cited 
earlier, fewer than half of employers allow per- 
sonnel to use their smartphones to access business 
systems. This is despite the fact that 96% of mobile 
workers under age 45 have a smartphone (and 91% 
of those over 55 have one), according to a survey by 
enterprise mobility services provider iPass. 

Whether or not to permit network access from em- 
ployee devices is a crucial decision because the types 
of devices you allow — and how you provide them (or 
don't) — is the key driver for the rest of your mobile 
device strategy. 

Bring It 

BYOD is garnering more attention right now than 
any other aspect of mobile device strategy. In fact, 
everyone with whom we spoke considers it an ines- 
capable aspect of mobile policy strategy. 

John Herrema, senior VP of corporate strategy 
for mobile device management provider Good 
Technology (, says, "[Our] customers 
increasingly understand that if they don't proactively 
define their corporate BYOD policy, then end users 
will do it for them — without their participation and 
without consideration for the company's security, 
compliance, and data loss prevention requirements." 

Herrema adds, "When virtually every one of 
your employees owns an iPhone, iPad, or Android 

device, you really have no choice but to develop a 
BYOD policy and strategy." Herrema is right; the 
Unisys-IDC study we cited indicates 95% of informa- 
tion workers have used at least one personal device in 
conjunction with their work. 

Forcing employees to use a specific device is not 
the best choice in terms of productivity, either, ac- 
cording to Allen Nogee, research director with In-Stat. 
"Most people do not like carrying two phones, and if 

a The blending of business and 
personal is very fuzzy and it is 
only getting fuzzier as we go forward." 

Allen Nogee, 

research director, In-Stat 

they carry one after hours it will likely be personal," 
he says. "That means they cannot conduct business 
after hours, which companies love them doing. The 
blending of business and personal is very fuzzy and it 
is only getting fuzzier as we go forward." 

If you are not convinced yet, consider this: Per the 
McAfee survey, 63% of employees are using business- 
issued devices for personal activities. So, either way, 
you cannot escape addressing the merger of personal 
and business in the smartphone era. 

a When virtually every one of your 
employees owns an iPhone, 
iPad, or Android device, you really have 
no choice but to develop a BYOD policy 
and strategy." 

John Herrema, 

senior VP of corporate strategy, Good Technology 

Financial Modeling 

If BYOD is a given, how does that affect your finan- 
cial model? That depends on your needs and budget, 
but everyone says finances should be incorporated into 
your strategy. Potter says BYOD can substantially re- 
duce device expenditures, freeing up money for other 
things, including more robust device management. 

San Francisco-based Active Interest Media (www, an early adopter of BYOD, lets em- 
ployees bring their own devices to work at their own 
expense. "Our policy is 'in exchange for us allowing 
you to bring your device and us setting it up, you pro- 
vide the device and we cover up to half of the monthly 
data plan, ,,, says Nelson Saenz, director of IT. 

Potter says businesses that want to purchase and 
provide devices can do so inexpensively by negotiating 

PC Today / September 2011 43 



with carriers. However, he says it's not really necessary 
if employers address the other aspects of letting em- 
ployees BYOD. He also points out that providing de- 
vices leads to expenses in another area — maintenance 
and lifecycle replacement. 

Replace Or Repair It 

Businesses should ensure their strategy addresses 
whether or not they will underwrite the cost of war- 
ranty protection for device repair and /or replacement, 
Potter says. "The lifecycle of a smartphone is roughly 
18-32 months. If a company-supplied phone breaks, 
the firm should have service plans set up through the 
carriers. If an employee brought it, then the employee 
is usually responsible for anything that breaks." Saenz 
says the latter is ATMs approach, and he has not expe- 
rienced any pushback. 

Manage It 

One of the most crucial components of your 
strategy is device management and security. Many 
larger firms use third-party providers, such as Good 
Technology, for Android and iOS devices, and run 
BES for BlackBerrys. Saenz likes this approach be- 
cause it's easy and it effectively provides a default 
user policy as part of the service. Numerous companies 
provide third-party management and administration 


According to a 201 report from electronics 
industry research firm ELECTRONICS. CA 
PUBLICATIONS, smartphone and handset 
purchases by businesses will drop between 
2009 and 2014. This is likely a result, at least 
in part, of the consumerization of IT. 

Smartphone Spending 
By 5-99 Employee Firms 

Handset Spending 
By All Firms 

Current 2014 

Current 2014 


According to the results of the Unisys/IDC report, use of smartphones and tablets by 
employees for business purposes is nearly twice what IT managers believe. 

■ 2011 i Worker survey 

■ 2011 Business Survey 

Chart data source: IDC 





"!" 6% 




of devices, and even large enterprises with the ap- 
propriate resources are finding it easier and more 
efficient to outsource management tasks, often to 
Web-based solutions. However, for small companies 
these solutions can be cost-prohibitive. 

Nogee says management and security are work- 
able for even the smallest of firms. He points out that 
there are device security solutions available at every 
level, starting with the native support for remote lock 
and wipe available in most smartphones. He also says 
developing a clear, if short, device user policy and 
getting employees to read and sign it is a strategic 
component that cannot be overlooked. "If someone 
wants to intentionally get around the system, they 
will/' says Nogee. "But having clear rules makes it 
easier for people to do the right thing/' 

Work With It 

One of the least addressed but most contentious 
aspects of mobile device strategy is app usage. Mobile 
workers want to use Facebook and Twitter to reach 
customers on their devices, but company policy 
might forbid using these "social" apps. If they find a 
time management application, they want to down- 
load and use it— without having to get it cleared first. 

In the Unisys /IDC survey, users rated their or- 
ganizations' support for consumer applications and 
other enhancers such as social media between 2.4 
and 2.8 on a 5-point scale. Their ranking of corporate 
content/app creation was equally dismal — 2.5 out of 
5. Fortunately, third-party vendors are making great 
strides in facilitating the process of connecting mobile 
users to corporate applications and other resources. 

Once such company is Webalo (www.webalo 
.com). The company offers a Web-based environ- 
ment that guides administrators, step-by-step, 
through the process of connecting to enterprise re- 
sources, choosing the content and tasks that users 
want to access on their smartphones, and generating 
an interface for mobile users' devices through which 
they can connect directly and securely. 

Plan For It 

If you've realized that you're missing some big 
pieces of the mobile device strategy puzzle, start 
changing that, right now. Make a plan, with a time- 
line, for addressing BYOD. Consider the management 
implications and benefits such as cost savings and 
incorporate those into your strategy at the same time. 

In exchange, you'll gain substantial increases in 
worker satisfaction and productivity. After all, 35% of 
mobile workers report checking their email as the first 
thing they do in the morning before anything else — in- 
cluding getting dressed or eating breakfast. Wouldn't 
you prefer it's your business email they are checking? ▲ 

44 September 2011 / 



Mobile Device Security 

Avoid Cracks In Your Mobile Armor 

obile devices are popular targets for spy- 
ware, malware, and theft. It's important 
to make sure you have the best possible 
security measures in place to avoid damage, data 
loss, and more. Here are 10 tips that will help you 
keep your mobile devices safe. 

1 . Update your device's software. Mobile devices 
have multiple security features built into their oper- 
ating systems and software. One of the best ways to 
keep your phone safe is to make sure your OS and 
firmware are up-to-date. 

2. Lock your device with a password. Most de- 
vices have some type of password feature that 
will prevent others from accessing them. Some of 
these password protection measures even have the 
ability to lock your device or delete all of its data 
after too many failed password attempts. 

3. Don't install apps from unknown vendors. 

Read customer reviews and research app makers 
before downloading anything. Most apps are 
screened and safe, but there is always a chance that 
a potentially malicious app can get through. 

4. Install trusted security apps with features 
that will complement your device's built-in 
tools. For instance, Trend Micro's Mobile Security 
app (one-year subscription, $29.99; free 30-day 
trial available; includes anti- 

malware, Web security, and more for 
Android devices. 

5. If you're using a business smart- 
phone or tablet, make sure you know 
your company's policies and whether 
or not information sent to and from 
your device is encrypted. Encryption is 
a great way to secure transmissions and 
prevent data loss. 

6. Many businesspeople use their mobile 
devices to access private company net- 
works. If you do this, make sure you sign 
out after use and don't stay connected to 
the network for longer than necessary. 

7. Avoid storing critical information 
on your mobile device as much as 
possible. If it's a laptop or tablet, that's difficult 
to avoid so encryption and password protection 
may be the best options. For smartphones, try not 
to save important documents, credit card infor- 
mation, or other data on the device, at least not 
without a proper backup. 

8. Don't save passwords on your mobile device 
and make sure you sign out of all accounts after 
use. Erase your Internet browsing history peri- 
odically, as this will prevent saved passwords from 
getting stolen if you lose your device. 

Trend Micro's Mobile 
Security app for Android 
devices adds an extra level of 
protection with tools, such as 
anti-malware, Web browsing 
security, call and text mes- 
sage filtering, and security 

H f 


_. limly-H iPhgn* 






^nn " ~ 

Find My iPhone, from Apple, works with iPhones and iPads so you 
can locate your device and remotely wipe the hard drive if it gets lost 
or stolen. 

9. Install a tracking app or location software so 
you can track your device if it is lost or stolen. 

Apple created a free app called Find My iPhone 
(which also works with iPads) that will let you 
track the location of your iOS devices. This type 
of app can be helpful if you accidently leave your 
device in a coffee shop or other location. 

10. Install a data-wipe app on your mobile device. 

If worse comes to worse and you believe your de- 
vice may be permanently lost or stolen, it's good 
to be able to remotely wipe the data from it as a 
last resort. Find My iPhone does exactly that in ad- 
dition to locating your device. Mobile devices can 
be replaced, but it's crucial to protect the sensitive 
information stored on them. ▲ 

PC Today / September 2011 45 



0% In The Market 

For Tablet Computers? 

Best Buy For Business™ Offers Some Advice 

Tablet computers are great tools for busi- 
ness, but there are many factors you should 
consider before buying a tablet (or a fleet 
of tablets) for you or your company. According to 
Best Buy For Business, it is important to begin by 
considering the ways in which a tablet would im- 
prove mobility and productivity — both inside and 
outside of the office — based on how you work now. 

How To Meet Your Own Needs 

Start, for example, by considering your office 
environment: What products, software, and services 
are already in use that a tablet must be able to inte- 
grate with? What capabilities do you expect a tablet 
to add to the mix? Then, consider working beyond 
the office: What must a tablet be able to do to make it 
worthwhile for your company's employees? Which 
accessories, connectivity options, storage, and apps 
are required for maximum mobile productivity? 

In terms of hardware, there are some areas in 
which there is little difference between tablets. 
Processors and memory, for example, don't vary 
greatly from one model to another. In other areas 

. . . there are distinct differences to look for, such as storage 
capabilities, display size and weight, video and display, and battery. 


there are distinct differences to look for, such as 
storage capabilities (the typical range is between 16 
and 64GB built in, but also look for the ability to add 
storage cards or plug in an external drive via USB), 
display size and weight (these are often linked, as 
larger displays typically add more heft), video and 
display (video and Web rendering, as well as reso- 
lution, vary), and battery (most models advertise 
between four and 10 hours per charge). 

It's All About OS & Apps 

Companies today have a constellation of com- 
puting devices from which to choose: desktops, lap- 
tops, and smartphones, as well as tablets. The key 
to making them all work well for your company is 
to make sure they all work well together. If your 
company already manages smartphones running a 

given platform — Android, BlackBerry, iOS, webOS, 
or Windows Phone 7, for instance — it can be easier to 
choose tablets that run corresponding OSes. Doing so 
simplifies integration, deployment, and management. 

And then there are apps, which make tablets so 
versatile and valuable for business. Tablets usually 
have a few built-in productivity apps, such as a 
Web browser and email client. Business users may 
want to access Web-based email and install a file 
manager and notepad. There are thousands of ad- 
ditional apps available for every type of tablet that 
will turn them into productivity machines. 

On iPad, for example, Best Buy For Business 
recommends the office suite for iOS, including 
Numbers, Pages, and Keynote. Android has a 
variety of office suites, including Quickoffice, 
Documents To Go, and Web-based Google Docs, 
that make working on the go much easier. And 
Windows-based tablets support mobile versions of 
Word, Excel, and PowerPoint. There is also a wide 
range of productivity apps available for BlackBerry 
and webOS, and there are apps for all platforms that 
can sync with popular desktop business software. 

Tablet Services From Best Buy For Business 

Product support doesn't stop after you pur- 
chase a tablet. Geek Squad® offers an onsite setup 
service so you can get devices running and ready 
to use quickly, plus services that can help improve 
your tablet and protect it for years to come. 

Geek Squad Black Tie™ Protection plans can 
cover a range of issues from normal wear and tear 
and battery replacement to accidental damage 
from handling and power surges. And if your 
tablet is ever lost or stolen, Geek Squad has a 
Locked & Found service that helps lock your 
tablet from use, track it down, and have it re- 
turned to you with as little hassle as possible. 

Try Before You Buy 

Best Buy For Business recommends that, whatever 
your particular requirements, you get some hands-on 
time with tablets before you decide what to purchase. 
Visit any Best Buy® store to get a feel for the latest tab- 
lets and advice from Best Buy associates. ▲ 

46 September 2011 / 

© 201 1 BBY Solutions, Inc. All Rights Reserved. | BEST BUY, the BEST BUY logo, the tag design, BEST BUY FOR BUSINESS and GEEK SQUAD are trademarks of BBY 
Solutions, Inc. | Geek Squad Black Tie Protection plans are available at a variety of prices and coverage levels. Additional terms and conditions apply. Please refer to the 
actual plan terms and conditions for a complete description of the limitations of the offer. 

Introducing the 


1 = <3A J 

Specialized account 


isisht into the 


inventory, flexible payment options, 24/7 Geek Squad® support— we're 
ready for business, so you'll be ready for anything. 

Learn how we can help at 

or call 1-888-838-4287. 







The State Of 4G 

Where It's At & Where It's Going 

The buzz around 4G has been building for 
the last few years. Wireless providers have 
been promising better network connec- 
tions, better data transfer speeds, and an overall 
highly improved mobile experience. The wireless 

a This [4G] revolution suddenly 
becomes compelling for a whole 
new world of applications on phones 
—but also with newer, non-traditional 
ways of connecting things wirelessly." 

Jeffrey Nelson 

executive director of corporate communications, 
Verizon Wireless 

carriers have started rolling out their 4G networks 
and a continuous stream of new products is being 
released to take advantage of everything 4G has 
to offer. 

However, some questions remain. Why has it 
taken so long to update wireless networks to 4G? 
What are its real benefits? What should mobile 
users expect from 4G in the near future? Well an- 
swer these questions and get you up to speed on 
the current state of 4G technology. 

Early Struggles & Recent Breakthroughs 

The biggest challenges facing 4G in the be- 
ginning were updating the existing infrastruc- 
ture; adding new technology, towers, etc.; and 
extending the range of the network so it could 
reach the maximum amount of customers. And 
although the process has become easier over 
time, some wireless carriers are still trying to 
overcome obstacles. 

"We continue to work through some issues/' 
said Jeffrey Nelson, executive director of corporate 
communications at Verizon Wireless. 'The biggest 
backhaul has been in some smaller communities 

48 September 2011 / 



and in more rural areas, but we're ahead of the 
schedule we set for ourselves back in 2009." 

But even though companies are facing this 
struggle and many others, Verizon claims its 4G LTE 
network covers 110 million Americans in 38 "major 
metro areas" with plans to extend that number to 
76 soon, and Sprint claims that its own 4G network 
covers 130 million Americans in 71 markets. The fact 
that the technology behind 4G networks was only 
announced as recently as five years ago shows how 
much of an emphasis companies are placing on 4G. 
And if the numbers are any indication, these carriers 
are succeeding at providing 4G coverage to as many 
people as possible and there are still regions that they 
hope to reach in the very near future. 

Definition & Benefits 

The term "4G" literally translates to fourth gen- 
eration, meaning it is the fourth and most recent 
wireless standard. 4G networks are being designed 
to provide mobile broadband speeds that are up to 
10 times faster than 3G and give users the ability 
to use smartphones, laptops, netbooks, and tab- 
lets with connections a little closer to what they 
would expect at home. Data transfer speeds will 
also be improved and many carriers claim that 4G 
speeds can top out at over 10Mbps with around 4 
to 6Mbps being the average data transfer speed that 
most users should expect. In short, 4G will make 
surfing the Web, watching videos, checking email, 
and making phone calls a faster overall experience. 

But speed isn't the only benefit that 4G provides. 
Sprint, for instance, lets users connect up to eight 
devices from one access point, whether it is a mo- 
bile hotspot or other device. "All of our 4G smart- 
phones function as a hotspot allowing connectivity 
for anywhere from five to eight devices," said Todd 
Rowley, vice president, 4G wholesale and business 
development at Sprint. 

The faster speeds and better connections 
could also lead to new software and applications. 
According to Nelson, there is only so much that 
carriers can do to encourage the growth of 4G and 
it really comes down to third-party device manu- 
facturers and app developers "to meet the demands 
of new markets." And some of these new markets 
can use 4G technology to improve communication 
and make conferencing faster and easier. 

"4G allows for a smoother video viewing experi- 
ence, making remote videoconferencing a realistic 
option," said Rowley. "Since the network better 
serves data needs for consumers and businesses, a 
variety of categories can benefit, such as healthcare 
and wellness, public safety, sustainability, and con- 
nected transportation." 


Because 4G networks offer different speeds and 
connection types than their 3G counterparts, 4G 
devices also have to be manufactured differently 
to meet the network's potentials. New radios and 
antennas have been integrated into phones so they 
have the best possible connection to the network. 
Some tablets, laptops, and netbooks have new 
built-in 4G capabilities so they can connect directly 
to the Internet without the use of a hotspot. 

Because 4G networks can provide higher-quality 
video and let devices be even more multifunctional 
than they currently are, the design of 4G devices 
also needs to change. Rowley said that these de- 
vices need to feature "bigger display screens, faster 
processors, more powerful batteries, and larger 

a Wireless technologies set the 
rhythm of our world. Speed and 
mobility mean everything here. The 
faster you can do something and the 
more places you can do it from, the 
better off you'll be in this world." 

Todd Rowley 

vice president, 4G wholesale and business development, 


memory" so that users can have the "ultimate high- 
bandwidth multimedia experience." 

Smartphones were among the first 4G devices to 
be introduced and have been taking advantage of 4G 
networks for the longest time, but there has been a re- 
cent surge in the tablet market and many new tablets 
are 4G-compatible out of the box. The introduction of 
mobile hotspots that use wireless mobile networks 
to provide a Wi-Fi connection to multiple devices 
has made it easier to connect Wi-Fi-only laptops, net- 
books, and tablets to 4G networks. 

The Future Of 4G 

4G networks will only continue to get better as 
time goes on and companies learn how to use its 
full potential. And as 4G becomes available in more 
areas, people should expect to see more devices, 
software, and applications that take advantage of it. 
Network speeds will increase and, in fact, there are 
some recently released and soon to be released 4G 
modems that could someday be an alternative to 
landline-based Internet services. 

The future of 4G is dependent upon the apps and 
devices that will be released in the coming years. One 
thing is for certain, the consumer and business worlds 
are moving closer to being completely wireless-based 
and 4G is another step in that direction. ▲ 

PC Today / September 2011 49 



For Your Tablet 

The Latest Software & Updates 

Have you been 
waiting for Skype for 
the iPad? It's finally 
here, and you can 
place Internet calls, 
chat face-to-face, 
or instant message 
from your i Pad 2. 

The tablet market and, along with it, the 
market for tablet apps are growing each 
day. With your busy schedule in mind, we 
scouted the app stores and compiled a list of some 
of the most important and useful apps, tablet OS 
updates, and app tweaks. 

Android Rolls Out Several 
Honeycomb Updates 

Android ( developers have 
announced additions to the Honeycomb plat- 
form, making the 3.2 version an incremental re- 
lease. The update optimizes the operating system 
so it can provide a more consistent user experi- 
ence across a broad range of tablets. For any apps 
that aren't designed for tablet-sized interfaces, 
Honeycomb 3.2 incorporates a new "compat- 
ibility zoom mode" to scale pixels for a larger 
screen. This alteration is available in the System 
bar via the Menu icon. Android 3.2 also makes it 
possible to use SD loading directly to any apps 
that support SD cards. 

Motorola Xoom Receives Android 3.2 

Verizon Wireless (www.verizonwireless. 
com) had made available the HTJ85 update for 
the Motorola Xoom tablet. Customers who down- 
load the Xoom update will enjoy the new screen 
scaling compatibility mode (in 
addition to sub-window and 
drop-down menu doubling), 
SD card support for multimedia 
uploads, and SD card writing 
via PC or Mac connection. 
Adaptive streaming for movies 
will include automatic bit rate 
adjustment based on band- 
width. Verizon has made im- 
provements to movie rental app 
stability and screen resizing ca- 
pabilities when watching films 
using an HDMI connection. Users should notice 
ActiveSync and security enhancements, as well. 

Google Launches 
Tablet-Friendly Search Interface 

Browsing Google ( search re- 
sults on a tablet just got a lot easier. Based on the 

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Google has modified its search pane so tablet users can 
navigate more easily. 

evolution of the overall Google design and ex- 
perience, Google says it has changed the layout 
of its search engine for easier tablet navigation. 
Users will see large text, buttons, and other touch- 
sensitive targets, whether viewing the display in 
landscape or portrait view. Touch the Search drop- 
down menu and you can quickly access result 
categories for Images, Videos, News, Shopping, 
Books, Places, Blogs, Discussions, Recipes, and 
Patents. Image previews should appear larger, load 
faster, and scroll without delay. This design will be 
available for iPad as well as Android devices using 
Honeycomb 3.1/3.2. 

Skype Comes To The iPad 

Compatible with iPad 2 running iOS 4.0 or later, 
the new Skype app (free; lets 
users make voice calls, engage in video chats, or 
exchange instant messages via Wi-Fi or 3G. Current 
Skype account holders can simply sign in with their 
Skype username and password, and then browse 
recent calls or instant messages in History. Free 
features include face-to-face and back camera func- 
tionality, Skype-to-Skype calling, and emoticons 
for instant messages. By paying additional fees you 

50 September 2011 / 



Android 3.2 is now available for the Motorola Xoom tablet. 
This update to Honeycomb features screen scaling compatibility, 
multimedia SD card uploads, and adaptive stream for movies. 

can get an online number from Skype for your iPad 
and call landlines or mobile devices. 

HP TouchPad Owners Can Update To 
WebOS 3.0.2 

The webOS 3.0.2 upgrade improves the opera- 
tional stability and security of the HP TouchPad (www Bug fixes and enhancements apply 
to the Calendar, Email, Music, Photos & Videos, Text 
Assist, and Web. Users will experience quicker Just 
Type event search and creation. In Email you'll be able 
to scroll faster and better manage Draft and Outbox 
views. The update also cuts down on the number of 
audio skips when you're running other apps. You can 
set wallpapers and work with individual photos and 
albums more quickly. And when you text, you should 
notice more streamlined auto-corrections. Lastly, 
browser fixes include greater scrolling compatibility on 
Web pages and better playback of HTML5 video. 

Pandigital Announces 
A Triple Tablet Release 

A new family of media tablets from Pandigital 
( is on the tablet market, and 
they come with a load of multimedia capabilities. The 
series includes the Pandigital Wi-Fi-enabled Planet 
($189), Nova ($189), and Star ($159); a fourth tablet, 
SuperNova, should be in stores after press time. 
Sporting 7-inch color touchscreens, the first three tab- 
lets include the Cortex A9 processor, 3D graphics, and 
up to 32GB of memory card support. Both the Planet 
and Star run the Android 2.2 OS, while the Nova 
operates with Android 2.3. The former two also have 
a display resolution of 600 x 800, whereas the Star 
sports an 800 x 480 widescreen display. Each model 
includes apps and content from Barnes & Noble's 
eStore, the Getjar free app store, and Facebook, 
among others, as well as Email, Music, Camera, 
ES File Explorer, U-Player (YouTube access), and 
OfficeSuite Viewer apps. The tablet also includes 
HDMI output for large-screen viewing. 

OS 1.0.7 Update Available 
For BlackBerry Playbook 

BlackBerry's OS 1.0.7 update brings several 
enhancements and features to the BlackBerry 
PlayBook ( The update makes 
it possible to save attachments to an SD card or to 
your BlackBerry smartphone's internal memory via 
the BlackBerry Bridge app on your tablet. When the 
app is bridged, you're able to retrieve email attachment 
ZIP files (or download them from an email to your 
BlackBerry's SD card) and then extract compressed 
contents for viewing or editing on your PlayBook. 
PlayBook users now have portrait and landscape sup- 
port for images snapped with the PlayBook or im- 
ported from your computer. The update lets you pinch 
to zoom to watch videos in greater detail, as well. 
BlackBerry also added support for 15 new languages. 

Evernote Now Optimized For Android Tablets 

Evernote (free; released a ver- 
sion of its organizational note-taking app that's de- 
signed especially for Android-based tablets. The Home 
screen offers a Snippet View interface so you can 
browse and add notes. When you tap the New Note 
button and open a blank note, you'll see more buttons 
on the bottom of the virtual keyboard purposed for 
taking a photo, recording audio, and attaching a file. 
Single note view reveals individual notes and sidebars 
you can scroll through to see more information, and 
then you can share your notes via Facebook, another 
Android app, or via email. Tapping the map icon in a 
note will review the Map View screen, so you can find 
the locations of the notes 
you've saved. 

Zinio Newsstand 
App Android- 

In mid-June Zinio 
announced that its app 
for periodicals was 
available for Android 
3.0 Honeycomb tablets. 
Now, anyone with an 
Android 2.2 Froyo or 2.3 
Gingerbread tablet can 
use Zinio's app. With a 
selection of more than 
100,000 issues from 1,000 
magazine publishers, Zinio 
users can interact with rich 
media pages and infographics. Zinio's 
version update also fixes some general bugs 
and supports the "move to SD card" feature. ▲ 

The BlackBerry PlayBook is 
now running the Tablet OS 
1.0.7, which adds more data 
transfer capabilities thanks 
to the BlackBerry Bridge app. 

PC Today / September 2011 51 



The Future Of 
Universal Chargers 

One Cable For All 

Although attempts have been made to create 
universal chargers in the past, many of us 
still find ourselves traveling with multiple 
chargers for all of our portable devices. "The problem 
with chargers for mobile devices has been that every 
time you buy a new device, you need a new charger. 
This means enormous amounts of waste. We are 
all familiar with the drawer at home filled with 
chargers from different manufacturers," says Toby 
Johnson, senior communications officer for the ITU 

a The goal is a detachable cable 
with standardized end connec- 
tors that will allow connection to de- 
vices, including all mobile phones and 
other handheld devices." 

Toby Johnson, 

senior communications officer, International Telecommunica- 
tions Union Telecommunication Standardization Bureau 

(International Telecommunications Union; www.itu 
.int) Telecommunication Standardization Bureau. In 
this article, we'll examine what issues have plagued 
universal chargers in the past and how companies are 
moving to more truly universal power. 

Power Problems 

As of October 2009, there were around 30 different 
types of mobile phone connectors on the market. 
And the sheer number of different power connec- 
tors meant that any universal charger must include 
(or make optional) a wide variety of adapters, be- 
cause a single device would have been too bulky if 
it had every mobile connector built into the charger. 
Additionally, any universal charger design would 
need to be adaptable enough to support any fu- 
ture standards that may come along, so removable 
adapters also made sense to provide future support. 

To fix the problem, the ITU approved the 
Universal Charging Solution, which was designed by 
the IEC (International Electrotechnical Commission) 
and GSM A (Groupe Speciale Mobile Association). 

The new standard for power connectors in mobile 
devices meant that mobile phone operators moved to 
a micro-USB plug on mobile phones. Now, popular 
vendors such as HTC, LG, Nokia, Samsung, and 
Vodafone all support the micro-USB standard. The 
full scale adoption of micro-USB has helped to reduce 
waste by cutting down on the number of chargers 
produced and thrown away when people buy a new 
mobile phone. 

However, there's still some charger fragmentation 
in the market, and for every vendor who opts for a 
proprietary connector, the more adapters a universal 
charger will need to offer. For example, the various 
Apple devices available today all use the Apple Dock 
Connector, rather than the micro-USB standard. 
Other types of devices, such as tablets and portable 
music or video players, have suffered from a lack of a 
single standard. Fortunately, the ITU has recently up- 
dated its one-size-fits-all universal charging standard 
to cover a wider variety of devices. 

The new Universal Charging Solution is, says 
Johnson, "a detachable cable with standardized end 
connectors that will allow connection to devices, 
including all mobile phones and other handheld 
devices — MP3/MP4 players, tablet computers, cam- 
eras, wireless headphones, GPS devices, etc. This 
also means that it can be used for data transfer, 
avoiding an unnecessary duplicate cable and thus 
further reducing costs and e-waste." Johnson goes 
on to say, "This standard will put an end to the uni- 
versal charger problem by offering a one-size-fits-all 
product. It means the potential elimination of 51,000 
metric tons of redundant chargers, and a subsequent 
reduction of 13.6 million metric tons in greenhouse 
gas emissions each year." 

A New Eco-Friendly Standard 

Besides lowering waste by reducing the number 
of chargers created, the ITU has also made efforts 
to decrease the no-load power consumption of the 
universal charger. Johnson explains, "ITU mem- 
bership also agreed to specify a no-load power 
consumption of the power adapter below 0.03W, 

52 September 2011 / 



The ITU's Universal Charging Solution hopes to 
reduce your pile of chargers to a single cable. 

which is the most efficient available today." The 
ITU expects that the chargers built according to 
the new standard will be safer and use eco-friendly 
materials, and the user guide will remind people to 
unplug their chargers when not in use to reduce the 
environmental impact of charging. 

Another reason to like the new ITU standard is 
that the recommended charging current has been 
increased (from 750mA to 1500mA), so you'll spend 
a lot less time waiting for your mobile devices to 
charge. "We have seen strong industry support and 
expect that products using the charger will be avail- 
able within a year. Companies including Telecom 
Italia, France Telecom-Orange, China Academy of 
Telecommunication Research, Research In Motion, 
Swisscom, Belgacom, AT&T, Telefonica, TDC, 
Huawei, TeliaSonera, and Al Telekom Austria have 
already committed to the standard," says Johnson. 

A European Standard 

In 2009, the CENELEC (European Committee 
for Electrotechnical Standardization) and the ETSI 
(European Telecommunications Standards Institute) 
reached a MoU (Memorandum of Understanding) 
with 14 of the world's leading mobile phone pro- 
ducers where they would all agree to use the same 

chargers for their mobile phones sold in the European 
Union. The CENELEC's initiative to create the MoU 
was adopted by the IEC, who helped to come up with 
the micro-USB power standard. 

As of January 2011, the CENELEC published 
the new standard for the micro-USB power for 
mobile phones. Thus, now all data-enabled mobile 
phones sold in Europe will use the same charger 
for both power and data transmission with other 
USB devices. No matter if you purchase a different 
brand of phone, you'll be able to use the micro-USB 
charger that worked with your old phone. 

Final Thoughts 

As vendors continue to adopt the same power 
standards for all portable devices, the simpler it 
will be for universal charger manufacturers to pro- 
vide us with power for multiple devices. No longer 
will you need to invest in power chargers that 
include an entire packet of power adapters, be- 
cause a single standard that everyone adopts will 
eliminate the need for the ever-changing power. It's 
hoped that one day everyone will be able to carry 
a single cable that will meet all of our charging 
needs, in which case you'd no longer need a uni- 
versal charger. ▲ 





The ITU hopes that all of 
these devices will soon uti- 
lize the Universal Charging 
Solution standard. 


PC Today / September 2011 53 



For Your Smartphone 

The Latest Software & Updates 

Dolphin's newest version 
includes a variety of cool 
new features. 

You probably rely on your smartphone for 
many things, but with new software and 
updates, you can improve both the effi- 
ciency and functionality of your mobile phone. 
Here, well detail the most popular newly released 
software and key updates to help you maximize 
your smartphone's ability to help you on the road. 

New For Android 

Travelocity released the Travelocity app (free; for Android to let you view 
your trips and itineraries. For Flight, you'll be able to 
check flight status, discover TSA security wait times, 
and learn about FAA airport delays. With Hotels, 
you'll be able to find nearby hotels or in specific cities, 
and you'll be able to sort the lists by price, distance, 
and reviews. There's also a Destinations section that's 
filled with city guides, restaurant listings, night life 
options, and local events. 

MoboTap announced version 6.0 of the Dolphin 
(free; browser, and 
the update includes a variety of new features. One 
of the improvements was Dolphin Gesture, which 
detects URL links and allows you to open 
Web sites with one click. Another new feature 
is called Dolphin Webzine, where Web pages 
are displayed as a series of thumbnail images. 
You can scroll through the Web page using 
the intuitive touch interface. 

Google+ (free; is now 
available for Android, letting users share 
information about themselves with specific 
groups of people. The app includes many 
of the components of the online service, in- 
cluding Circles (share thoughts with sets of 
friends), Stream (get updates from various 
Circle groups), Instant Upload (move the photos 
and videos on your phone to Google+ albums), 
and Huddle (group messaging for everyone in 
the circle). 

New For BlackBerry 

Need a way to take note of how long you've 
been working or figure out your billable hours? 
Punch In Punch Out ($1.99 from BlackBerry App 

World; from Mellisde- 
signs is a time tracking system for projects and cli- 
ents. For example, you can keep track of your client 
roster (on individual digital business cards), file 
projects (put each into a digital folder), and create 
job lists (use sticky notes for each step of a project) 
within the app. You can digitally clock in when 
you start work and clock out when you're finished. 


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Ticketmaster For BlackBerry 2.0 lets you 
tickets for local events. 

search and purchase 

Punch In Punch Out will automatically come up 
with your billable hours for the given task. 

It can be tough to line up entertainment for cli- 
ents when you're on the go. Ticketmaster recently 
released a beta of Ticketmaster For BlackBerry 2.0 
(free;, which includes a 
number of upgrades to help you find events where 
you are. For example, Ticketmaster 2.0 can use the 
GPS signal on your BlackBerry to refine the list of 
events where you are located. You can filter events 
by date to within the next 31 days. Once selected, 
you can pay and confirm order details within the 
Ticketmaster app. 

iVoiceNote ($2.99; from iDong lets 
you record voice notes in your BlackBerry calendar, 
so you can create voice reminders and tasks with full 
details. Rather than create and click through long 
sentences of text notes, you'll just need to click one 
button to make a voice note and one to listen to your 
voice note. You can set the voice note to occur at a 
specific day and time, as well. 

54 September 2011 / 



New For iOS 

Shape Services released Business Card Reader 

($0.99; for the iPhone, 
which is an app that scans business cards and uses 
character recognition to enter the information on 
the card into your iPhone's address book. Business 
Card Reader lets you save the 
contact into your groups. Access 
the built-in browser and you can 
locate the contact's Linkedln pro- 
file and incorporate it into your 
address book. Scanned busi- 
ness cards are also kept on the 
phone's memory, so you can look 
back for other contact details. 

FutureTap announced ver- 
sion 3.7 for Where To? ($2.99;, which is 
designed to quickly find places, 
businesses, and entertainment. 
Where To? features more than 
700 local categories, and it can 
locate more than 2,400 brands. 
The app is also capable of super- 
imposing the images onto the 
iPhone's live camera video. New 
features in Where To? 3.7 include 
the addition of business hours, a directional arrow 
on the detail page, and the ability to link the des- 
tination to Google Earth. FutureTap indicates that 
Where To? supports MotionX GPS drive for direc- 
tions in the United States and Canada. 

OfficeDrop released the OfficeDrop iPhone 
(free; app that lets you turn 
your iPhone into a multipage PDF scanner. That 
means you can use the iPhone's camera to take 
pictures of documents for use as a text-searchable 
PDF. After you scan a document, you can apply 
labels and share access to the document using 
OfficeDrop's cloud filing cabinet. 

New For Windows Phone 7 

The popular note-taking app Evernote (free; www is now available for Windows 
Phone 7. Evernote syncs with your online account, 
and you'll enjoy Pivot Panels for Notes, Notebooks, 
Tags, and Recent Notes. When searching for content, 
Evernote can find the text in notes, as well as printed 
and handwritten words in images, so you can find 
things such as street signs, labels, and name badges. 
The app also utilizes Microsoft's Bing Maps to cap- 
ture and show where your notes were created. You 
can also share notes with Facebook friends. 

eWallet GO! ($4.99; from 
iLium Software provides secure storage for your 

New Contact 

Business Card Reader is an iPhone app 
that scans business cards and uses charac- 
ter recognition to input the information 
into your iPhone's address book. 

key passwords, credit card numbers, and account 
information. eWallet GO! can also backup and re- 
store your information to Google Docs or Dropbox, 
so you'll be able to retrieve it on a PC. iLium 
Software encrypts all of your information to make 
it so that no one can access the information, even if 
you lose your phone. For ease of 
use, eWallet GO! offers 29 tem- 
plates that let you file your infor- 
mation under logical categories. 

With Handyscan ($1.99; jdbp 
.mobi/handyscan), you can use 
your Windows Phone 7 device 
as a document scanner and doc- 
ument keeper. Key features in- 
clude the ability to scan any type 
of physical document, optimize 
the scanned image to fit your 
display, and crop the content. 
You can scan multiple pages per 
document and save it as a single 
file. Scanned documents can be 
sent to others via email in either 
JPG or PDF format. You can also 
scan signatures and electroni- 
cally sign documents with your 
scanned signature. 

New For Multiple OSes 

Spotify is a new audio streaming service, and 
the Spotify Mobile (free; app 

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is now available for specific iPhone, Android, 
Symbian, and Windows Phone 7 devices. Users 
with a free account can wirelessly sync all your 
music files, and you can log in to Spotify to search 
for tracks. Premium ($9.99 per month) account 
users will have access to the Spotify music account 
library and the ability to work in an offline mode. 
An ad-free Unlimited ($4.99 per month) version is 
also available. ▲ 

Evernote takes advantage of 
Windows Phone 7's Pivot Panels 
to provide quick access to Notes, 
Notebooks, Tags, and Recent Notes. 

PC Today / September 2011 55 





Eye-Catching Spreadsheets Designed To Impress 

Imagine you have to give a presenta- 
tion about your company's quarterly 
sales in 20 minutes and all you have is 
a list of statistics, no computer, and no- 
where to go. Your first instinct may be 
to run. But if you own an iPhone with 
Apple's Numbers app installed, you 
have a much better alternative. 

Numbers is a spreadsheet builder with 
style. It lets you take any type of in- 
formation and put it into a spread- 
sheet with accompanying tables, 
charts, and more. Entering data is 
easy because the app has a specially 
designed keyboard with different 
input formats and you can enter 
text, dates, and other types of infor- 
mation. Plus, Numbers has more 
than 250 functions, so you'll be able 
to easily find the formulas you need. 

After entering your data into one 
of Apple's 16 included templates, 
you can spruce up your spreadsheet 
with pie charts, bar graphs, or line 
graphs. You can add graphics, im- 
ages, and other media to improve the 
overall presentation value of your spread- 
sheet. The app automatically saves your 
project every time you make a change, 
so if your phone crashes or you forget to 
save, you won't lose any of your work. 

Perhaps the best feature of Numbers, 
especially for the last-minute presenter, 
is the ability to export your spreadsheets 
to Numbers '09, Microsoft Excel, or a 
PDF. When you're done, you can send 
the file to yourself or others via email. 
Or, if you have AirPrint capabilities 
on your Wi-Fi network, you can print 
your spreadsheets wirelessly using a 
network-connected printer. 

Numbers makes it simple to design 
creative spreadsheets on the fly, so your 
next impromptu presentation can run a 
bit more smoothly. The app also runs 
on the iPad and iPod touch. 

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56 September 2011 / 




Bitzer Mobile App 

Enterprise Mobility Made Easier 

Although the use of mobile devices and 
connectivity tools, such as 3G and VPN, 
lets mobile professionals stay connected 
and productive when they are away from 
the office, true enterprise mobility is often 
an elusive goal for companies. The Bitzer 
Mobile App from Bitzer Mobile makes ac- 
cessing your company's applications and 
data using a mobile device simple. 

An administrator downloads an 
MVL (Mobile Virtual Layer) package 
called "Hello Enterprise" and copies 
the code to the company Web server. 
Users can download the Bitzer Mo- 
bile App on their mobile devices, 
launch the app, and log in with their 
corporate credentials to access corpo- 
rate apps and data. 

The Bitzer Mobile App is essen- 
tially an EVC (Enterprise Virtual- 
App Container), which is a tool that 
connects to Web apps through the 
MVL and lets users connect na- 
tively. After users make the con- 
nection, administrators can then 
manage each user. For example, 
admins can make certain apps avail- 
able to certain users based on their roles. 
Administrators can manage the MLV in 
the cloud or on-premises, depending on 
the enterprise's preferences. 

Security when connecting remotely is 
always a concern, so Bitzer Mobile App 
employs a number of security measures. 
These include local device data-store en- 
cryption, password protection on devices 
and the network, single sign-on, certifi- 
cate-based server authentication, remote 
locking and wiping capabilities, and more. 

A lone MVL supports multiple plat- 
forms, so remote users can connect with 
the mobile device of their choice. 

The Bitzer Mobile App takes remote 
enterprise mobility to a new level by 
giving users native and powerful access to 
a company's applications and data. 

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PC Today / September 2011 57 




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Agenda Calendar (Rel. Aug. 3, 2011) from Savvy 
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can add phone numbers and addresses to ap- 
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one click. 

Pocket Informant 
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$22.99 • 8.5MB 
Pocket Informant (Rel. March 11, 2011) from Web 
Information Solutions is highly customizable and 
features a calendar, location-based task tracking, and 
much more. 

99 • 3.2MB 

RealVNC's VNC Viewer (Rel. Jan. 28, 2011) lets 
you access programs, settings, and a variety of 
information on your desktop computer from your 
iPhone. Now you can be as productive as possible 
when away from your computer. 

fc d 

Outlook Mail Pro 

$7.99 • 4.7MB 
Code Before Dawn's Outlook Mail Pro (Rel. Aug. 5, 
2011) gives you an easy to use and highly functional 
interface for reading and sending emails. It supports 
Exchange 2003, 2007, and 2010. 

Air Sharing Pro 

$6.99 • 14.9MB 
Air Sharing Pro (Rel. May 11, 2011) from Avatron 
Software lets you turn your iPhone into a wireless 
external hard drive for storing and viewing docu- 
ments. You can also print and share documents. 

H*<r AAA Membership 
g] Access Developer Site 

\^j Adsense - Iambic 
jk_ Airport Extreme 

mm Alarm System 

2&S Alaska Air 

SplashID Safe For iPhone 

$9.99 -3MB 
SplashID Safe for iPhone (Rel. Aug. 10, 2011) from 
SplashData safely stores usernames, passwords, 
credit card numbers, account information, and other 
sensitive data. 

58 September 2011 / 




Panaton Conferencing 

Road-Ready Conference Calling 

Sometimes it's imperative to gather 
members of your team during off-hours. 
With its newly released conference calling 
solution, Panaton aims to take the hassle 
out of doing so. The Panaton Conferencing 
app uses an Internet-based system that lets 
participants join in using their desktop 
computers or mobile devices without 
having to supply a related PIN, dial mul- 
tiple numbers, or perform other steps. 
The app supports Windows, Mac 
OS X, and Linux OSes and Windows 
Mobile, Android, and JavaME devices. 

Sign up for the free version of the 
app and you can create and test a 
specific number of conference calls, 
lasting five minutes each, and sup- 
porting a limited number of partici- 
pants. Standard ($20 monthly) and 
Extended ($35 monthly) plans provide 
unlimited calling and such additional 
features as support for as many as 12 
participants, SMS conference notifica- 
tions, the ability to record calls and 
access call histories, and more. 

Overall, the main thrust of this app is 
to make starting, managing, and partici- 
pating in conference calls from anywhere 
easy. As long as Panaton Conferencing can 
identify the caller ID and phone number 
you enter for participants when they dial 
in to a conference, they are automatically 
entered into the call. International calls 
are supported, but a valid email address 
is required for any participant calling from 
a country that doesn't use the +1 interna- 
tional call prefix. 

Initiating calls involves selecting a 
participant's phone number (if available) 
from an address book or manually en- 
tering a phone number, clicking a green 
handset button, and waiting for Panaton 
to call the organizer (you) first and then 
the other participants. You can also 
schedule calls, for which Panaton sends 
email notifications to participants. 

5 Nov 2010 17:00 
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Activity Log 

Send Contact Card P 

Call Mobile 

PC Today / September 2011 59 




: 8lack8erry 


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s, 1 unread) 

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iSlackBerry Devel.,, Developer m 

Guide books and maps 
wallet, credit cards and cash 

J e-Mobile Email 

$19.99 -368KB 
e-Mobile Software's e-Mobile Email (Rel. June 
27, 2011) provides a Microsoft Outlook-like 
interface for sorting messages; selecting views; 
replying to messages; creating templates 
manually or via saved messages; and more. 

y Checklists 

$1.99 -206KB 
Checklists (Rel. June 7, 2011) from Bulbera 
manages multiple task lists for your business 
trips, vacations, and so on. You can save lists 
as templates, sync between templates and lists, 
share lists, back up and restore lists, and more. 

Call Reminder Notes 

$1.99 -309KB 
Finmouse Call Reminder Notes (Rel. June 16, 
2011) lets you attach a note next to a contact's 
name as a reminder. An exclamation point 
icon signifies an active reminder, which dis- 
plays on-screen during the call. 

__y PDF Creator Ultimate 

$1.99 -374KB 
Ice Cold Apps' PDF Creator Ultimate (Rel. 
June 9, 2011) converts images taken with a 
BlackBerry's camera or loaded from memory 
into PDFs for sharing via email. 

J Offline Viewer 

Free - 209KB 
For BlackBerry PlayBooks, Offline Viewer (Rel. 
May 24, 2011) from Aftab enables saving Web 
pages to local memory for viewing offline. 
Note that downloading pages isn't supported. 


$4.99 - 46KB 
S4BB Limited's MessageForward (Rel. June 
26, 2011) automatically forwards incoming 
SMS messages to any email address, backs up 
incoming texts, and more. 

60 September 2011 / 

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With a stunning high-definition display 
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computers & electronics 

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62 September 2011 / 



Paste Here button from the bottom of the screen. 
Do this for any notifications and alarms you want 
to access from the default menus, making sure to 
add the audio files to the respective folders you 
just created. 

Now you need to unmount and remount your 
SD card to make the phone aware of the new files. 
Back on the Home screen, press the Menu button. 
Tap Settings, Storage, and Unmount SD Card. Tap 
OK to complete the operation, then tap Mount SD 
Card. Now you can quickly access the ringtones, 
alarms, and notifications. 

To add a ringtone to a contact, for instance, tap 
the dialer icon from the Home screen, press and 
hold a contact, and select View Contact. Press the 
Menu button, tap Options, and then tap Ringtone. 
You'll find that any audio file you dropped into 
your Ringtones folder will appear here among the 
preinstalled ringtones. 

To access the Notifications, press the Menu but- 
ton from the Home screen, tap Settings, and then 
tap Sound. Scroll to and tap Notification Ring- 
tone. Here you'll find any audio file you dropped 
into your new Notifications folder. 

To find the alarms you just added, access the 
apps tray and launch your alarm, clock, or timer 
application (will vary by phone). When choosing 
an alarm sound (sometimes called Alarm Ring- 
tone), you should find your newly added alarms 
in the list of default chimes. 

■ BlackBerry 


One of the easiest ways to get files on and 
off of your BlackBerry is to enable Mass Stor- 
age Mode. With this feature enabled, you can 
directly access the microSD card installed in 
your BlackBerry, navigate the files, and drag and 
drop files without needing to run the BlackBerry 
Desktop Manager or other media management 
utility. It's a great timesaver. 

Video Camera Options 

Video Light On 

Color Effect Normal! 

Video Format Normal (240 x 180) 

L.dia Card/BlackBerry /videos/ 


If you protect your Android device with a lock pattern, forgetting it can 
keep you from accessing your device for anything beyond making emergen- 
cy calls. To disable the pattern, just input the wrong pattern five times in suc- 
cession, then tap the Forgot Pattern button when it appears (after 30 seconds). 
Then, input the Gmail account username and password that corresponds to 
the phone's primary account. If you don't have access information, a hard 
reset is your only recourse. 

Keep your videos or photos organized by changing 
their default folders. 

To enable Mass Storage Mode, con- 
nect your BlackBerry to your PC with 
the USB cable. If you see a prompt 
asking whether you want to turn on 
Mass Storage Mode, select Yes; if you 
are not prompted, go to the Home 
screen, select Options, select Memo- 
ry, and then check your settings. You 
should have Media Card Support 
set to On, Mass Storage Mode Sup- 
port set to On, and Auto Enable Mass 
Storage Mode When Connected set to 
Yes. Press the Escape key, select Save, 
and then press the Escape key again 
until you get to the Home screen. To 
access the files on the memory card 
from the PC, open My Computer (Windows XP) 
or Computer (Vista /Windows 7) and then look 
in the Removable Devices or Devices With Re- 
movable Storage submenus. Double-click the one 
labeled BlackBerry. 

Now you can open folders such as Music, Pic- 
tures, Ringtones, Documents, and Videos, and then 
just drag and drop files from a location on your PC 
to the BlackBerry. You can also take this opportu- 
nity to create new folders and rearrange items as 
you see fit. 


Changing the directory into which your videos 
are saved is very similar to changing your photo 
directory. By default, videos are saved to the micro 
SD card in the BLACKBERRY \ VIDEOS directory. 
To make a new Videos subfolder, select the Video 
Camera icon, press the Menu key, select Options, 
highlight the folder icon, and press the trackpad 
or trackball. Next, press the Menu key and select 
New Folder. Type a name for the folder and then 
select OK. Here, too, you can drill down into a 
folder tree by selecting the folder, pressing the 
trackball or trackpad, and then selecting Open. 
You also can back out by selecting the Up folder 
and then choosing the Up option. When you've 


Auto -Brightness 

Turning down screen brightness is 
a good way to prolong battery life. 

PC Today / September 2011 63 



Fetch New Data 

New data will be pushed to your i Phone 
from the server. 


The schedule below is used when push is 
off or for applications which do not 
support push. For better battery life, fetch 
less frequently. 


Every 15 Minutes 
Every 30 Minutes 

Disable Push to lighten your 
battery's burden. 


selected the folder into which you want new vid- 
eos stored, just press the Escape key, select Save, 
and then return to the Home Screen. 

■ iPhone 


Whether you're using your iPhone or not, the 
Wi-Fi radio is constantly scanning in the back- 
ground and slowly draining your battery To turn 
off Wi-Fi, tap Settings, Wi-Fi, and slide the switch 
to the Off position. 

Turning off 3G is a great way to conserve bat- 
tery life, as well. To do this, tap Settings, General, 
Network, and set Enable 3G to Off. EDGE (En- 
hanced Data for GSM Evolution) and GPRS (Gen- 
eral Packet Radio Service) networks will sub for 
your data and voice needs. To kill those (which 
effectively turns your iPhone into an 
iPod touch), slide the cellular data to 
the Off position. 

Although disabling 3G and cellular 
data does a lot for your battery life, it 
can be murder on your mobile produc- 
tivity and social life. A better way to re- 
claim lost CPU cycles is to disable push 
notifications. To do this, tap Settings, 
Notifications, and the applications that 
support notifications to enable or dis- 
able Sounds, Alerts, and Badges. If you 
want to do a clean sweep, just turn the 
Notifications switch to the Off position. 
Then, if you want to see what's new on 
Facebook or another push-enabled app, 
you can launch it and refresh manually. 

Your iPhone is designed to only sip ener- 
gy, but you can help it along by auto-locking 

Tap Turn On Rotation Lock to 
prevent the view from rotating 
depending on how you're 
holding it. 

it whenever you're 
not using it. 
You might think 
that powering the 
phone off every 
time you don't 
need it would help, 
but the startup pro- 
cess is particularly 
taxing on the bat- 
tery, and typically 
you're better off 
just auto-locking 
it. To do this, press 
the lock button in the 
top-right corner of 
the iPhone. 

If you want to kill every wireless signal your 
iPhone emits, you could be looking at a substan- 
tial battery-saving step, and it's easy to do: Just 
enable Airplane Mode. To do this, tap Settings, 
and then slide the switch adjacent to Airplane 
Mode to the On position. 

Another way to really cut down on excessive 
battery drain is to decrease the screen bright- 
ness. Tap Settings, tap Brightness, and then drag 
the slider to the left to dim the screen brightness. 
Turning on Auto-Brightness with the switch on 
this screen can also help. Doing this causes the 
iPhone to automatically adjust brightness based 
on the current ambient light conditions. 

You may not be aware that using the iPod 
Equalizer settings while listening to music and 
other audio content can drain the battery. Disable 
the EQ by tapping Settings, iPod, EQ, and Off. 
Keep in mind that in order to get the same battery- 
conserving effect if you changed your EQ settings 
in iTunes, you'll have to set EQ on iPhone to Flat 
by tapping Settings, iPod, EQ, and Flat. 

Disable Bluetooth to conserve even more en- 
ergy by tapping Settings, General, and Bluetooth, 
and then sliding the switch to the Off position. 

Turn off Location Services by accessing Set- 
tings and General and then sliding the Location 
Services switch to the Off position. 

By default, your iPhone's Mail accounts are 
set to push notifications, so you get a heads up 
the instant an email arrives. But to save your bat- 
tery you might want to fetch at intervals of your 
choosing. Access Settings; tap Mail, Contacts, Cal- 
endars, and Fetch New Data; and move the slider 
adjacent to Push to Off. Now you can use the in- 
terval settings below to deliver mail less frequent- 
ly. Bumping your mail fetch setting to Hourly will 
help a bit, but fetching data manually can mean 

64 September 2011 / 



even greater battery savings. To fetch new data 
manually, tap Manually from the Fetch New Data 
screen. (Note that this disables the MobileMe Find 
My iPhone feature.) 

If you're not inclined to fetch less often, then 
consider limiting the email accounts that your 
iPhone checks. To turn off an email account, ac- 
cess Settings; tap Mail, Contacts, and Calendars; 
select an email account; and then set the account 
to Off. You can also delete an account by accessing 
Settings; tapping Mail, Contacts, and Calendars; 
selecting the unnecessary email account; and tap- 
ping Delete Account. 

If your iPhone battery slips below 50% of its 
capacity within your first year, or while your Ap- 
pleCare extended warranty is still in effect, you 
can have your battery replaced free when you set 
up an appointment at the Apple Genius Bar. 

■ webOS 


Palm Pre and Pixi users don't have much oc- 
casion to rotate their devices, but TouchPad users 
do. For these devices, HP has 
implemented a screen ro- 
tation lock for those who 
prefer to view apps in 
either landscape or por- 
trait mode. To perform 
this operation, just tap 
on the top-right corner of 
the screen to bring down 
the Connections Menu 
and tap Turn On Rota- 
tion Lock. You'll know 
rotation lock is enabled 
when the rotation lock 
icon appears in the top- 
right of the screen. Tap 
it again to access the setting and disable screen 
rotation lock. 

Windows Phone 7 


One of the best reasons to opt for A Windows 
Phone 7 device is to get your hands on Microsoft's 
feature-packed mobile Office suite. Read on for sev- 
eral tips that'll make using Word Mobile easy. 

Create a new document. To create a new Word 
Mobile document, flick left from the Start menu to 
access the App list, and then tap Office. Next, flick 
the screen to the left to access Documents, tap the 
plus sign icon adjacent to New Document, and then 
tap Word Document. The on-screen keyboard will 
appear and you can begin composing right away. 

Universal Search is a very 
handy feature for webOS users. 


By now you probably rely on Universal Search on your webOS-based de- 
vice for finding most things, but you may not have been using it to quickly 
launch apps. Below are a handful of app launching shortcuts you can perform 
by simply typing the word using your keypad. 

• To launch the Messaging app, type sms or text in the search field. 

• To view your webOS App Catalog, type store. 

• To see the Clock and Date & Time, just type time. 

• To view your Contacts, type add. 

• To explore your photo gallery, type pic. 

• To tap into your Wi-Fi networking settings, type net. 

• To launch the Memos app, type note. 

• To view your tasks, type todo. 

• To view the Calendar menu, type eve. 

Open an existing document. To 
view and edit existing Word docu- 
ments using Microsoft Word Mo- 
bile, swipe your finger to the left 
on Start to access the apps list, then 
tap Office to launch the application. 
Swipe left again to access Docu- 
ments, and then tap the document 
you want from the list of existing 
documents. The documents cre- 
ated most recently appear at the top 
of the list, so if you're looking for 
something you haven't accessed re- 
cently, you may need to scroll down. 
Once viewing a document, you can 
pinch to zoom in and spread your 
fingers apart on the screen to zoom 
back out. 

Add a comment. Another useful 
feature of Windows Phone 7 users 
is the ability to add comments to 
documents. To do this on an exist- 
ing document, swipe your finger to the left on 
Start to access the apps list, and then tap Office 
to launch the application. Swipe left again to ac- 
cess Documents, and then tap the document into 
which you want to insert a comment. Next tap 
the Edit icon (it looks like a pencil) and tap the 
word or highlight the several words in the docu- 
ments upon which you want to comment and tap 
the comment icon, which looks like a speech bub- 
ble with a plus sign in it. Type your comment and 
tap anywhere else in the document to finish the 
comment. To view comments, tap the highlight- 
ed portion of the text. The commenter's name 
will also appear along with the comment. ▲ 

Creating new office documents 
on your Windows Phone 7 device 
is easy. 

PC Today / September 2011 65 



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Sony Continues To Walk The Walkman 

The Walkman line is one of the most recognizable in 
the portable audio space, and Sony just keeps on intro- 
ducing models to the family. The latest offerings include 
three MP3 players in the A, E, and S Series. All sport a 
new design and include Media Go software to move 
music, videos, and other content from computer to player. 
All also integrate Sony's sound-enhancing Clear Audio 
Technologies, which include Digital Sound Enhance- 
ment Engine, Clear Stereo, and Clear Bass Audio. Notably, 
the NWZ-A860 (8GB, $179; 16GB, $219) and NWZ-S760BT 
(8GB, $149) support streaming audio and transferring 
photos wirelessly via Bluetooth to compatible wireless 
headphones, docks, car audio systems, and so on. Dubbed 
an "audiophile's dream," the NWZ-A860 also offers a 
2.8-inch touchscreen (400 x 240), includes premium 
EX earbuds, and integrates new S-Master MX digital 
amplifier technology aimed at reducing noise levels and 
distortion. The low-end NWZ-E460, meanwhile, comes in 
4GB ($79), 8GB ($89), and 16GB ($109) flavors with five 
color choices. 

Extra! Extra! AOL Introduces Editions 

'The Magazine That Reads You." That's how 
AOL bills its much-hyped and recently released 
Editions digital magazine ( for the 
iPad. Available as a free app in the App Store, 
Editions essentially lets readers construct a person- 
alized daily magazine containing global, national, 
and local content gleaned from 16 topics, including 
business, sports, music, travel, health, entertain- 
ment, fashion, and technology, that AOL acquires 
from various resources (including non-AOL enti- 
ties) to deliver at a time of your choosing. Overall, 
the intent is to provide users a magazine-like 
format consumable in one sitting, such as during 
a commute to work, at lunch, or in bed at night. 
Additionally, a Daily Calendar feature will sync 
Facebook and iCal events, bookmarking abilities 
let you save articles for later reading, and Facebook 
and Twitter integration provide sharing abilities. 
Reportedly, while Editions doesn't include ad sup- 
port now it may down the road. 

66 September 2011 / www. 



G-Form Goes Extreme With Portfolio 

What's so special about G-Form's Extreme Portfolio ($79.95; www 
.g-f According to the company, the ruggedized, lightweight, 
and water-resistant shell is the world's first portfolio-styled case for 
the iPad that uses its RPT (Reactive Protection Technology), a mix of 
Poron XRD material and proprietary G-Form design and technology 
that together can absorb 90% of an impact's energy. Put another way, 
the Extreme Portfolio "stiffens to act like armor in order to offer a high 
level of protection." Working in tandem with the Portfolio's beefed-up 
exterior is an internal layer of polycarbonate lined on one side and a 
pocket holder on the other. Functionality-wise, beyond reverse-zipping 
the front cover behind the iPad, the Portfolio can situate in an A-frame 
configuration for iPad easel-like landscape or portrait positioning. 
Additionally, G-Form states that owners of numerous non-iPad tablet 
models can enlist the Portfolio's protection, as well. 

Now, For Your Listening Pleasure 

Among audio equipment manufacturers, Bowers & Wilkins (www.bowers-wilkins 
.com) rates as one of the most respected. Take one look at the company's new C5 
In-Ear Headphones ($179.95) and you get a good idea why. Beyond the one-size- 
fits-all proprietary Secure Loop design that fixes the cushioned loop in the ear's 
inner ridge, the noise-isolating C5 weights down its inner casing with tungsten 
to keep the buds firmly in place. Use of a Micro Porous Filter, meanwhile, "acts 
as a sonic diffuser" to "open up the sound," which you can control via the C5's 
integrated mic/ remote unit. Microsoft's stately new Xbox 360 Wireless Headset 
With Bluetooth ($59.99;, meanwhile, includes both Xbox and 
Bluetooth modes to chat on Xbox Live and hear audio from compatible Bluetooth 
devices, including mobile phones. Shipping in November, the headset comes with a 
micro USB charging cable, three sizes of ear gels, and an ear loop. Battery power is 
rated at eight hours talk and 300 hours standby. 

One Remote To Rule All 

Among the many enticing features's new VooMote One 
universal remote adapter ($99; for the 
iPhone and iPod touch offers is the ability to customize a chain 
of commands for your TV, DVD player, receiver, stereo, and other 
electronics gear. For example, after attaching the adapter and down- 
loading a related free app from The App Store, you can configure the 
VooMote to, say, power up a TV, DVD player, and surround-sound 
stereo system all with one click. Nice. Beyond an easy, wizard-driven 
setup touted to take just minutes, states the VooMote One 
can automatically capture 30,000-plus infrared codes from thousands 
of devices and currently supports roughly 575 TV, 1,000 cable box/DVR, 
and 150 audio/CD brands. Further, if a device's code isn't in the VooMote 
One's database, a Teach-in mode enables simply pointing the VooMote One at 
the original remote to learn it. A handy Room Control feature, meanwhile, groups 
multiple devices together according to the room they're in. 

PC Today / September 2011 67 

It's safe to say that your daily rou- 
tines revolve around what's on 
your smartphone, whether you're 
organizing a business lunch, com- 
pleting a to-do list task, or preparing a 
family night activity. But do you also 
use your smartphone as a fitness tool 
or leave it in the car when you work 
out because you think it's impractical? 
If you're in the latter group, we'll 
show you some accessories that will 
help you take advantage of the exer- 
cise-friendly capabilities of a smart- 
phone. As for the fit and tech-savvy 
smartphone users, you'll likely read 
about some gear you've never tried. 







Gear That's Good To Go 


•» r 

Do you like to use your music app when 
you bike during your lunch break? Try 
the durable Ultimate Mobiles Bicycle 
Waterproof Case Handlebar Mount and 
secure your BlackBerry to your bike. 


I J 

Bicycle Waterproof Case 
Handlebar Mount 

Although Ultimate Mobiles' Bicycle 

Waterproof Case Handlebar Mount is 

intended for the BlackBerry Curve 8300 

($43.45;, its 

design could also accommodate various 

BlackBerrv models. The mount tilts and 

rotates, making it possible to get a direct view 
of your phone display, whether you sit low on 
your two-wheel or prefer the more athletic high- 
riding position. Secure the rubber grip mount 
with the anodized screws and your BlackBerry 
is ready for the trail. To protect the phone itself, 
dress your BlackBerry up in the transparent PVC 
waterproof case. Ultimate Mobiles says there's no 
reason you can't also use the case when engaging 
in other outdoor activities or work. 

68 September 2011 / wd 



RoadRunnerGPS For BlackBerry 

There are, of course, a lot of apps we could highlight for your fitness regimens, 
but we chose RoadRunnerGPS ($3.99, 30-day trial available; www.roadrunner because it's multifunctional. In other words, you don't have to only 
be a runner to use it regularly; the device is also recommended for cycling, 
canoeing, kayaking, and skiing. RoadRunnerGPS assesses your workout prog- 
ress in real time and provides timely feedback statistics. It will keep track of the 
distance you traveled, the elapsed time of the workout, your average speed (or 
pace), and calories burned. These features are partnered with GPS capabilities 
that include a built-in mapping screen that lets you track your current posi- 
tion, path, and direction, and an audio guide calculates your time and distance 
traveled. You'll be able to back up all your workout data on RoadRunnerGPS' 
server and also your training schedule when you sign in to your online ac- 
count. Another unique feature gives you the ability to connect with others; for 
instance, if you're part of a kayaking group on Facebook (or like to tweet your 
post-workout recap), you can post your workout review as an update for your 
kayaking friends. 

Sports Armband 

Every runner can appreciate a sweat- 
resistant fitness armband, especially if 
it's easy on the wallet. The Arkon Sports 
Armband SM-ARMBAND ($14.95; www combines both of these qualities 
to offer a multi-model smartphone armband. Made of 
flexible neoprene material and outfitted with reflective markers 
for nighttime jogs, the armband wraps comfortably around your 
arm using a hook and loop strap design. The SM-ARMBAND is compatible with 
the following list of smartphone brands: Apple (iPhone original, 3G, 3GS, and 4), 
BlackBerry (Torch, Curve, Tour, Bold, and Storm), and Motorola (Droid, Droid 2, 
and Atrix 4G), and HTC (Sprint EVO 4G, Inspire 4G, and Thunderbolt). 

Wahoo Bike Pack 

If you're looking for a durable accessory that will protect and keep your iPhone 
firmly attached to your bike, then the Wahoo Bike Pack ($149.99; www.wahoo from Wahoo Fitness is probably a fit for you. The water- and shock- 
resistant case comes equipped with a speed and cadence 
sensor that receives data through the ANT+ technology. 
Your iPhone 3G/3GS/4 rests in a rubber cradle, which sits 
in the case back and snaps into the copolymer case cover 
to protect your iPhone's display. Attach the bike mount, 
fasten the case to your handlebar in portrait or landscape 
orientation, and then head out across the city bike paths or 
up a mountain trail. The case features an earphone jack, 
Micro USB connector, home button activator, and win- 
dows for the iPhone 4's front and rear cam- 
eras. If you download the free Wahoo 
Fitness app to your iPhone, you'll be 
able to track your biking activity on a 
single dashboard. 

Instant Heart Rate Pro 

You can work out as long as you like, but if you don't 
raise your heart rate to its aerobic target, then you 
may not be getting the workout you thought you 
were. This is why Azumio Instant Heart Rate (free, 
or $2.99 for the Pro version, from Android Market; 
99 cents from the Apple App Store; www.azumio 
.com) is a smart fitness app. Requiring no additional 
hardware, the app reads your heartbeat when you 
place and hold the tip of your index finger on the 
smartphone's camera for several seconds. Your heart 
rate will appear along with a chart displaying each 
heartbeat. Because the app utilizes the camera to take 
a snapshot of the changing colors on your finger (an 
indication of how fast your pulse is beating), it's best 
to use the app when you are in a well-lit area. Or, 
better yet, use a camera with flash. 


T A 7 i i C C 1 ' ' i C i 1 

Water sports are off limits for a smartphone, 
right? Dry Corp. proves that statement 

wrong with its uniquely designed water- 
proof, vacuum-sealed DryCASE ($39.99; Slip your iPhone into 
the clear case, seal the watertight clasp, 
remove the air using the included hand 

pump, and your smartphone is waterproof 
to 100 feet. The case includes a waterproof 
stereo headphone and microphone jack 
designed for the company's submersible 

DryBUDS earbuds. Surfers, swimmers, and 

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the buoyant armband and enjoy some tunes. 
You can also use the case with your MP3 
player or digital camera. 

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your smartphone from water, ' .^IB 

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* PC Today/ September 2011 69 



When possible, use chargers 
from name-brand, reliable 
manufacturers such as 
Motorola instead of 
inexpensive knock-offs. 


Caring For Your 
Mobile Batteries 

o matter how new or expensive a mobile de- 
vice is, once the battery runs out of juice you 
may as well be toting around a rock. Getting 
the most out of your mobile equipment requires 
proper battery management, and there are several 
things you can do to extend their life and potency. 

Although there are several types of portable re- 
chargeable batteries, we'll focus on Li-Ion and nickel- 
based types. You'll find these batteries mostly in 
portable electronic devices such as smartphones, tab- 
lets, and laptops. 

Basic Care & Feeding 

No matter what type of battery your portable de- 
vices use, all batteries have some issues in common. 
The most important is corrosion, where metals in the 
battery oxidize and reduce a battery's life or cause 
circuitry within the battery to fail and turn the battery 
into an unstable explosive. 

Corrosion is exacerbated by heat and humidity, 
so whenever possible store batteries in a cool, 
dry place. "I compare it to a jug of milk," says 
Isador Buchmann, founder and CEO of Cadex 
Electronics and author of "Batteries in a 
Portable World." "It's an electrochemical 
device and corrosion is promoted by tem- 
perature and being fully charged," he 
says. "Like food, it stays [stable] much 
longer if it stays cool." Refrigeration is 
OK (but overkill in most circumstances), 

and storing batteries in the freezer is not recom- 
mended. Never store batteries in a hot car, and 
avoid charging them in a car until the interior is 
cooled down. 

When possible, take the batteries out before storing 
the device. This prevents standby features the device 
may have from slowly draining the battery and also 
eHminates any chance of damage should the batteries 
leak inside the device. 

You also should store batteries with a par- 
tial charge (40% is recommended) as opposed to 
fully charged or completely discharged. Cadex 
Electronics found that Li-Ion batteries, for ex- 
ample, lose 4% of their permanent capacities when 
stored for one year with a 40% charge at 77 de- 
grees Fahrenheit, but 25% of their permanent 
capacities when stored for one year with a 100% 
charge at the same temperature. If Li-Ion batteries 
are stored with too low a charge, a protection cir- 
cuit can kick in after the battery drains below a 
certain level, making the battery appear dead. 
"Some chargers would wake up the battery but 
most of them don't," says Buchmann. 


Charging a Li-Ion bat- 
tery before the charge 

Depth Of Discharge 

1 00% 

Discharge Cycle 


completely runs out can 



increase the battery's life, 



as these figures show: 



Source: Cadex Electronics 

70 September 2011 / 



Avoid Memory Issues 

If used improperly, batteries of the past were 
prone to developing memory problems where they 
would never charge beyond a certain level. Modern 
nickel-based batteries still suffer from this to a de- 
gree, but Li-Ion batteries do not. If you suspect your 
nickel-based battery has developed this problem, 
discharge it fully, and then charge it to 100%. 

When charging nickel-based batteries it is a 
good idea to remove them from the charger once 
they are topped off. When fully charged, a nickel- 
based battery charger, "goes into a trickle charge, 
and a prolonged trickle charge can actually build 
up memory in both nickel-metal hydride and 
nickel cadmium," says Buchmann. 

Although Li-Ion batteries don't have inherent 
memory problems, they do suffer from a different 
issue that can slowly make it appear they lose their 
capacity over time. Their charge is measured using 
a coulomb counter, which tracks the charge going 
into the battery and the charge produced by the 
battery to provide the digital equivalent of a fuel 
gauge. Electronic devices use this reading to dis- 
play the battery's charge level and perform opera- 
tions such as deciding when to automatically shut 
down due to a low charge. 

"Ideally it should be perfect," says Buchmann. 
"However, there are tracking errors because the 
amount in and out cannot be measured precisely. 
It's about a 1% error, and after months of steady 
use at random the error would increase, and the 
state of charge indicator would become inaccu- 
rate." Buchmann says the fix is to completely 
drain the battery every month or two by let- 
ting your hardware run on battery power 
until it turns off, and then recharge the 
battery to full. 

Maintain Safety 

Using quality chargers is key to 
obtaining a full charge and maintaining a 
battery's integrity. Good chargers have circuitry in- 
tegrated that detects when a battery is fully charged. 
When this happens with a Li-Ion battery the charger 
turns off completely. 

Problems can happen when poorly designed or 
broken chargers are used and don't detect that the 
battery is fully charged. Buchmann explains that 
there have been some low-end chargers that de- 
pend on the battery to turn off. "They just keep on 
charging, and sometimes the backup [from the bat- 
tery's circuitry] isn't there, and they can sometimes 
vent flames if that happens," he says. 

The result can be dramatic, as you may have seen 
watching various videos of laptop batteries exploding. 


"The amount of energy that's stored in a battery is on 
the order of kilojoules to hundreds of kilojoules to even 
megajoules," says David Wetz, an assistant professor 
at the University of Texas at Arlington who is cur- 
rently conducting battery life research. "So if you try to 
release all that energy at once and short-circuit it, those 
things explode in a grand fashion." Using quality char- 
gers minimizes this potential. 

Extend Battery Lifetime 

All batteries can only handle so many discharge/ 
recharge cycles before they no longer hold a charge. 
This is mainly caused by the formation of an SEI 
(solid electrolyte interface) layer, "which is an oxi- 
dation layer that forms on electrodes and increases 
the cell resistance with time," says Wetz. 

In the case of Li-Ion batteries, you can dramati- 
cally extend battery life by charging the battery 
before it has fully discharged. Cadex Electronics 
analyzed 11 Li-Ion batteries from smartphones and 
found that if it were to let the battery discharge 
100% before recharging, the battery lasted for 500 
discharge /recharge cycles before reaching the end 
of its useful life. When Cadex Electronics let a 
pack discharge by 50% before recharging, it lasted 
for 1,500 discharge/recharge cycles. Recharging 
after 25% discharge upped the discharge /recharge 
cycles to 2,500, and recharging after 10% dis- 
charge extended the life to 4,700 discharge/ 
recharge cycles. 




Permanent Capacity Loss When 
Stored At 40% State-of-charge 
(Recommended Storage Level) 

Permanent Capacity Loss When 
Stored At 100% State-of-charge 
(Typical User Charge Level) 


2% loss in one year 

6% loss in one year 


4% loss in one year 

20% loss in one year 


15% loss in one year 

35% loss in one year 


25% loss in one year 

40% loss in 3 months 

Source: Cadex Electronics 

Get More From A Charge 

Even properly maintained batteries don't neces- 
sarily provide the run time advertised by a mobile 
device manufacturer, but often that's because users 
don't try to maximize battery life. Doing this depends 
on the type of mobile device you use, but turning 
down screen brightness and turning off all wireless 
hardware not currently in use (Wi-Fi, Bluetooth, cel- 
lular, GPS, and so on) can dramatically reduce battery 
usage. Adjusting a device so it checks for email or 
other updates less often also goes a long way toward 
maximizing use between charges. Couple those tips 
with good battery maintenance, and your portable 
electronics will soldier on long after other people's 
devices have gone to the gadget graveyard. ▲ 

PC Today / September 2011 71 

You're in an unfamiliar 

city and heading to 

an important meeting 

when your PND (portable navigation device) starts 
causing problems or fails altogether. Navigating by 
map in traffic isn't exactly easy. For the short term, 
you may be able to use the GPS on your smart- 
phone — or pull over and ask directions. In the 
long term, you'll want to get that PND back up and 
running as soon as possible. We'll help you determine 
what might be wrong and suggest possible solutions. 

Cope With A Failed 


Device Won't Start 

If your PND does not turn on when you start the car, 
the device may have a dead battery. Turning off your 
car does not turn off the unit and can cause it to lose 
its charge while your car is parked. Be sure to always 
turn your PND off when you leave the car. Some PNDs 
will not show any visual display until they have charged 
for a few minutes. 

Dead On The Road 

If your PND won't hold a charge, first make sure the 
problem is not a loose connection at either end (the PND 

or 12-volt adapter port) of the charging cable. Next, switch 
the PND charger to an alternate charging port. Most cars 
now have a dedicated charging port and a cigarette light- 
er input, which work interchangeably. If another port 
works, your charging port needs repair. Use the other port 
for now. 

If using another port doesn't result in a charged PND, 
your charger cable is likely faulty or has broken in- 
ternal wiring. Switch out the charger for a compatible 
car, wall, or PC charger, if your PND came with one. 
A PND's charging port often is a standard USB port. 
Your mobile phone car charger may work, or you can 

72 September 2011 / 



purchase an inexpensive car or wall charger at a 
truck stop or drug store. If neither a different 
port nor a different charger works, the PND bat- 
tery or the device is faulty. You'll want to con- 
tact the product's manufacturer for assistance. 

Device Stops Responding 
Or Reboots Randomly 

If the device freezes suddenly or won't start, es- 
pecially if you don't think the battery is dead, a soft 
reset may help. Many PNDs have a reset button — 
often a small hole in the device into which you can 
insert a paper clip or other small-diameter object. 
(If you cannot locate a soft reset button or are not 
comfortable performing this step, seek assistance 
on the manufacturer's support Web site.) 

Connect the device to a compatible charger and 
leave it charging for at least two hours. Discon- 
nect the PND from the charger and other elec- 
trical connections. If the PND uses a memory card 
to hold information, remove it. Depress the reset 
button for at least 10 seconds. Press the device's 
On/Off switch for at least five seconds. If it starts, 
insert the SD card. The device should work now. 

If you cannot re-enable your PND with a soft 
reset, you may need to download a software up- 
date from the manufacturer or perform a hard 
reset. Both of these are beyond the scope of this 
article due to the specifics involved with different 
device models. 

Can't Fix Location 

If your PND is slow or unable to acquire a sat- 
ellite fix on your location, you may want to look 
to the sky. If it is cloudy or you are surrounded 
by tall trees or buildings, you may be out of luck. 
GPS devices require a clear view to the sky before 
they can acquire a location and navigate. If all's 
clear above, then consider when you used the de- 
vice last. If you haven't used your PND for more 
than a month, or you have driven more than 500 
miles since you had the device turned on, wait a 
few more minutes because it will take longer than 
normal to fix your location. 

If this doesn't work, discontinue using phones 
and other wireless devices temporarily. Wireless 
devices — especially those with Bluetooth if your 
PND has that capability — can cause interference 
that prevents the PND from transmitting. If you 
cannot resolve the issue, check with the manufac- 
turer for a software update. 

Can't Find An Address 

If your PND appears to work but cannot locate a 
specific address, the address may not have existed 

when your PND's maps were loaded. The maps 
on PNDs may be a year or more old before they 
hit the shelves. If you purchased a device when it 
was on sale, you may have maps that are two or 
more years old. Your PND should have come with 
instructions for updating the maps via your PC's 
Internet connection or direct satellite link, and you 
should do this regularly. There may be a charge for 
receiving the update. Alternately, some PNDs use a 
navigational service to provide routing. If this is the 
case, check with the provider to see whether you 
can report the missing road or address. 

Route Doesn't Seem Quickest 

If your trips take longer than expected, your PND 
is likely not optimized to provide the best route 
for your needs. Virtually all PNDs let you opt for 
either the shortest or fastest route. They can also 
overlay that instruction with "route avoidance": 
no toll roads, u-turns, highways, or unpaved roads. 
Look for a Tools or Settings (or similar) option to 
adjust your navigational settings. Also, if your 
device offers (and you select) an option for an eco- 
friendly route, it may avoid highways, even if you 
select to prefer them. 

Route Doesn't Avoid Traffic 

Many PNDs now can avoid or at least mark 
traffic delays. However, if you are consistently 
routed into traffic jams, first, check the Tools or 
Settings (or similar) options to see if you need to 
enable this feature. If not, you may have to pay 
for this service. Consult the manufacturer or your 
users manual. 

Speech Recognition Does Not Work 

If the PND you purchased touts speech- 
recognition capabilities, but it is not recognizing 
your voice out of the box, you'll want to first en- 
sure no add-on device, such as a push-to-talk 
or Bluetooth headset, is required. Second, some 
speech-recognition systems require you to use spe- 
cific commands, often the ones you see on-screen 
during navigation. Finally, your device may re- 
quire training assistance. Refer to the device's users 
manual for instructions. 

Final Thoughts 

Your PND likely has many features you are 
not using. While you are troubleshooting, take 
the time to update the maps and software and 
explore its other features. As a backup, if your 
mobile phone has GPS capabilities, learn to use 
them, as well. Then, you'll never be without di- 
rections again. ▲ 

▲ A Tools or Settings 
option is usually your 
portal to adjusting 
navigational routing 
and avoidance settings. 

▲ Many PNDs can now 
display or even route 
around traffic, but you 
may have to turn this 
feature on in the device or 
pay extra for the capability. 

charger fails, but it 
connects through a 
standard USB port, you 
may be able to test it using 
a generic USB charger. This 
TomTom car charger also 
has a USB connector. 

PC Today / September 2011 73 

What should you do 

when your smartphone 

decides to play dead? 

Resist the urge to throw it against the nearest wall 
and try one of these techniques instead. 

Revive A Dead 


Soft Reset 

All phones have a soft reset function, which is similar to restarting your computer. Beware that performing a soft reset will cause 
you to lose any data that isn't saved, but you will retain information previously stored on your smartphone. 

■ MOTOROLA BACKFLIP. Power the phone off. Remove and reinsert the bat- 
tery, then power the phone back on. 

■ ANDROID (OTHER). All remaining Android models use a simple power 
cycle to perform a soft reset. Just turn the phone off and then back on again. 

■ BLACKBERRY (QWERTY KEYBOARD). Press and hold the ALT- 
CAP-DEL key combination. The display goes black for a second and your 
BlackBerry resets. 

Shift-DEL keys. When the screen goes blank, release the keys. 

■ BLACKBERRY (TOUCHSCREEN). Turn the BlackBerry off and remove the 
battery for at least 30 seconds. Reinstall the battery and turn the device back on. 

■ IPHONE (ALL MODELS). Press and hold the Sleep/Wake button on 
the top of the iPhone and the Home button. Continue to hold both but- 
tons (approximately 10 seconds) until the screen goes blank. You'll see 
the white Apple logo as the iPhone reboots. 

■ NOKIA (ALL MODELS). Power the phone off and remove the 
battery for 30 seconds. Reinstall the battery and power the phone 
on. Alternately, you can enter the code *#7380# and select Yes. 

■ PALM PRE. If the phone's menus are still active, select Device Info, 
Reset Options, then select Soft Reset. If the Palm Pre is locked up or 
frozen, hold the power button and cycle the ringer button on and off 
three times. If that doesn't work, press and hold the Orange, Sym, and 
R keys until the device reboots. Turn the phone off, remove the battery 
for 10 seconds, reinstall the battery, and power the phone up. 

All other smartphones. You can generally perform a soft reset by powering the phone off, removing the battery for 30 seconds, and powering the phone back on. 

74 September 2011 / 



Hard Reset 

A hard reset is a last-ditch option that returns your phone to its factory settings, which means you will 
lose all data and installed applications. Before you perform a hard reset, remove the memory card from 
your phone; that way you can recover data from the card later. 


With the device turned off, press 
the red power key. When the 
TerreStar logo appears, press 
and hold the E-Power keys until 
a green checkmark appears in 
the lower-left corner. Release all 
keys. The device will power up 
and perform a factory reset. 

TEMS). One of the following menu-based systems for performing a hard 
reset should work, depending on the phone and version of Android. 
Open the application menu. Tap Settings, SD and Card Storage, Factory 
Data Reset, and follow the on-screen instructions. 

• From the Home screen, tap Menu, Settings, Privacy, and Factory 
Data Reset, and then follow the on-screen instructions. 

• From the Home screen, tap Menu, Settings, Security, and Factory 
Data Reset, and then follow the on-screen instructions. 

When the menu system isn't functional, follow these 
phone-specific options to perform a hard reset. 

■ DELL VENUE. With the device turned off, press and 
hold the Volume Up and Volume Down buttons. Without 
releasing the buttons, press and hold the Power button. 
When the device configuration screen appears, release 
all buttons. Use the Volume Up or Down button to move 
the selection to Factory Reset. Press the Camera button to 
select the Factory Reset option and start the reset process. 

■ GOOGLE NEXUS ONE, NEXUS S. Turn the phone off. 
Press and hold Volume Down while you press and release the 
Power button. Use the Volume Down button to select Clear 
Storage from the list of options. Press the Power button, and con- 
firm your selection by pressing the Volume Up button. 

■ T-MOBILE COMET. If possible, back up your data to Google's 
servers by selecting Privacy from the Settings screen. Select the 
Back Up My Data option. When the backup is complete, return 
to the Settings screen and select Privacy and Factory Data Reset. 
When prompted, tap Reset Phone, then tap Erase Everything. 

■ T-MOBILE G2X. If possible, back up your data to Google's 
servers by selecting Privacy from the Settings screen. Select 
the Back Up My Data option. When the backup is complete, 
power off the phone. Press and hold the Power /Lock-Volume 
Down keys for at least 15 seconds. The phone should turn 
back on and perform a factory reset. If the screen is frozen, or 
the phone doesn't turn back on, remove the battery, wait 30 sec- 
onds, then reinstall the battery and try again. 

■ MOTOROLA DROID. Turn the phone off. Press and hold the 
Power-X keys to force the phone into recovery mode. Next, press 
and hold the Volume Up-Camera key to display the recovery 
menu. Select Wipe Data/Factory Reset from the menu, and then 
select Reboot Phone. 

Privacy, and Factory Data Reset. When prompted, tap Reset 
Phone to erase all data and return the phone to factory conditions. 

■ MOTOROLA BACKFLIP. Power the phone off. Press and 
hold the Power and Camera buttons. When the phone turns on, 
release the Power button but continue to hold the camera button 
until prompted to release it. Next, press the Volume Down 
button. After 15 seconds, a yellow triangle with an exclamation 

point will appear. With your phone closed, tap the bottom-right 
corner of the display and select Wipe Data/Factory Reset. Press 
OK and follow the on-screen instructions. 

■ BLACKBERRY (ALL MODELS). Remove the battery for 
30 seconds. Reinstall the battery and turn the phone back on. 

TORCH. Click the Options icon on the Home screen. Select Se- 
curity and then Security Wipe. Select all three of the available 
checkboxes to perform a complete wipe and reset the device to 
factory condition. Type the word BlackBerry and click Wipe. 

■ HTC ARRIVE, HD7, SURROUND. Press Start and tap the 
right-facing arrow. Tap Settings, About, and then tap Reset 
Your Phone. Tap Yes, and then tap Yes again. If the screen is 
frozen, turn the device off. Press and hold the Volume Up-Down 
buttons and briefly press the Power key. When the screen dis- 
plays instructions for resetting the device, release the Volume 
Up-Down buttons. 

■ IPHONE (ALL MODELS). From the Home screen, tap 
Settings, General, Reset, and Reset All Settings. This action 
resets all preferences but retains applications and data. If that 
doesn't work, from the Home screen, tap Settings, General, 
Reset, Erase All Content, and Settings. This will delete all data 
and applications and return the iPhone to factory conditions. 

■ NOKIA (ALL MODELS). With your phone powered on or in 
standby mode, type *#7370# and select Yes, when prompted. You 
may need your Lock Code for confirmation. The default lock code 
is 12345. If your phone doesn't turn on, try pressing the On/Off 
button, * and 3 simultaneously. 

Start and tap the right-facing arrow. Tap Settings, About, and 
Reset Your Phone. Tap Yes, and then tap Yes again. 

■ PALM PRE. Open Device Info, tap Phone Reset Options, 
and then tap Full Erase twice. If your Palm Pre is frozen, and 
you are unable to use the menus to perform a reset, try running 
the latest version of webOS Doctor ( 
/sorry htm) to troubleshoot and reset the device. Then follow the 
on-screen instructions. ▲ 

A With your AT&T 
TerreStar GENUS turned 
off, press the power key. 
When the TerreStar logo 
appears, press and hold 
the E-Power keys until a 
checkmark appears, and 
then release all keys to 
perform a factory reset. 

A To perform a hard 
reset on a BlackBerry 
Style or Bold, tap 
Options on the Home 
screen, select Security 
and Security Wipe. 
Select all three of the 
available checkboxes, 
type BlackBerry, and 
click Wipe. 

A To reset the 
Motorola DROID 
Pro or DROID 2 
Global, select 
Settings, Privacy, and 
Factory Data Reset. 
Tap Reset Phone to 
erase all data and 
return your phone to 
its default factory state. 

PC Today / September 2011 75 



The Traveler's 



Air Canada 
mobile . aircanada. ca 
Information and reservations 

(888) 247-2262 
Baggage information 
) 689-2247 

American Airlines; 
Reservations (800) 433-7300 
TDD (800) 543-1586 
Flight information (800) 223-5436 
Baggage delayed less than five 
days (800) 535-5225 

Ticket refund requests 
(918) 254-3777 

British Airways (mobile) 
Information and reservations 
(800) 247-9297 

Continental Airlines 
Reservations to U.S. and Mexico 

destinations (800) 523-3273 
Reservations to international 

destinations (800) 231-0856 
TDD (800) 343-9195 
Flight information (800) 784-4444 

Baggage information 

(800) 335-2247 
OnePass frequent flyer 

assistance (713) 952-1630 

Delta Air Lines 
Reservations (800) 221-1212 
Flight information (800) 325-1999 
Baggage information 

(800) 325-8224 
SkyMiles members (800) 323-2323 

Frontier Airlines 
Reservations (800) 432-1359 
Customer relations (800) 265-5505 

JetBlue Airways 

(800) 538-2583 

Information and reservations 
(800) 399-5838 

Southwest Airlines 
(800) 435-9792 
TDD (800) 533-1305 

Spirit Airlines 
(800) 772-7117 

United Airlines (mobile) 
Reservations (800) 864-8331 
International reservations 

(800) 538-2929 
TDD (800) 323-0170 

US Airways 
Reservations to U.S. and Canada 

destinations (800) 428-4322 
Reservations to international 

destinations (800) 622-1015 
TDD (800) 245-2966 
Customer service (800) 943-5436 



Advantage Rent A Car 
Reservations (866) 661-2722 or 

(210) 344-4712 outside the U.S. 
Customer service 

(800) 777-5524 

Alamo Rent A Car 

(800) 462-5266 
TDD (800) 522-9292 

Reservations (800) 331-1212 
TDD (800) 331-2323 
Customer service (800) 352-7900 

Budget Rent A Car System 
Reservations in the U.S. 

(800) 527-0700 
Reservations outside the U.S. 

(800) 472-3325 
TDD (800) 826-5510 
Roadside assistance (800) 354-2847 
Customer service (800) 214-6094 

Dollar Rent A Car 
Reservations (800) 800-3665 

76 September 2011 / 



Reservations outside the U.S. 

(800) 800-6000 
TDD (800) 232-3301 
24-hour roadside assistance 

(800) 235-9393 

Enterprise Rent-A-Car 

www . enterprise .com 
Reservations (800) 261-7331 
TDD (866) 534-9270 


Reservations (800) 654-3131 

Reservations outside the U.S. 

(800) 654-3001 
TDD (800) 654-2280 
Extend rental (800) 654-4174 
Billing information 

(800) 654-4173 
Customer relations 
) 777-6095 

National Car Rental 
(800) 227-7368 
TDD (800) 328-6323 

Payless Car Rental 
(800) 729-5377 

Thrifty Car Rental 
Reservations (800) 847-4389 
Emergency (877) 283-( 




Roadside assistance 
(800) 222-4357 

(800) 397-3342 


(866) 468-9473 

OCS (Overseas Citizens 

Services) traveler's hotline 

(202) 647-5225 or 

After-hours emergencies 

(202) 647-4000 


mobile . orbitz . com 

) 656-4546 

(800) 774-2354 

(888) 872-8356 


Candlewood Suites 
mobile . candlewoodsuites. com 
) 226-3539 

Chase Suite Hotels 
(800) 966-3346 

Choice Hotels International 

(Cambria Suites, Comfort 
Inn, Comfort Suites, 
Quality Inn, Sleep Inn, 
Clarion, MainStay Suites, 
Suburban Extended Stay 
Hotel, Econo Lodge, and 
Rodeway Inn) 

(877) 424-6423 

Courtyard Hotels 

www.courtyard . com 
) 236-2427 

Crowne Plaza Hotels & Resorts 
mobile . cro wneplaza . com 
(877) 227-6963 

Doubletree Hotels 

(800) 222-8733 

Embassy Suites Hotels 
(800) 362-2779 

Four Seasons 
Hotels & Resorts 
mobile . f ourseasons .com 
(800) 819-5053 

Hampton Inn Hotels 
& Suites 
(800) 426-7866 

Hawthorn Suites 

(800) 527-1133 

Hilton Hotels 
(800) 445-8667 

Holiday Inn 
(888) 465-4329 

Holiday Inn Express 
mobile .hiexpress . com 
(888) 465-4329 

Homewood Suites 

(800) 225-5466 

Hyatt Hotels & Resorts 
Hyatt Hotels & Resorts 

(888) 591-1234 
TDD (800) 228-9548 
Hyatt Place (888) 492-8847 
Hyatt Summerfield Suites 

(866) 974-9288 

(888) 236-2427 

Park Plaza 
(800) 777-1700 

Radisson Hotels & Resorts 
(888) 201-1718 

Ramada Worldwide 

(800) 272-6232 

Hotels & Resorts 
(888) 236-2427 

Residence Inn 
(888) 236-2427 

Ritz-Carlton Hotels & Resorts 
(800) 542-8680 

Sheraton Hotels & Resorts 

(800) 325-3535 

Staybridge Suites 
mobile . staybridge .com 

(877) 238-8889 

Westin Hotels & Resorts 
(800) 937-8461 

Wingate Inns 
(800) 228-1000 

Woodfin Suite Hotels 
(800) 966-3346 

Wyndham Hotels & Resorts 
(877) 999-3223 

PC Today / September 2011 77 

he Ben 

Motorola Builds Another Droid 

■ Two years ago Motorola released the Droid, a smartphone with a slide-out 
keyboard and Google's Android OS. Now, Motorola Mobility is releasing 
its Droid 3, which sports numerous improvements over its predecessors. The 
Droid 3's 8MP camera lets you capture still photos or record 1080p HD video. 
The smartphone integrates with Google, Exchange, Facebook, Twitter, and 
Linkedln, so it's ideal for businesspeople and general consumers alike. Motorola 
ships the phone with multiple Google apps installed, including Google 
Maps, GTalk, Places, Latitude, Calendar, and more. The Droid 3 has a 
1GHz dual-core processor, runs on the Android 2.3 (a.k.a. Gingerbread) 
platform, and is ready for use worldwide with a built-in SIM card (reg- 
istration required). The phone also features 16GB of internal memory 
and can handle an additional 32GB of memory via the microSD card slot. 

Lenovo Debuts Its New 
Windows 7 Tablet 

I Lenovo's new IdeaPad Tablet PI is a productivity machine and enter- 
tainment device rolled into one. After all, it's the first tablet we've seen 
that has Microsoft Office 2010 and Angry Birds for PC preinstalled. The 
PI has a 1.5GHz Intel processor, integrated Intel HD graphics, and up to 
2GB of DDR2 memory. You can choose between a 32GB and 64GB SSD, 
and the microSD slot provides additional storage capabilities. The tablet 
features a 10.1-inch HD multitouch display, USB port, 2MP Web cam, 
Wi-Fi and Bluetooth connections, and up to six hours of battery life. The 
Pi's impressive software suite also includes OneKey Rescue System, 
Lenovo Energy Management, eBook reader, App Manager, and Arcsoft 
TotalMedia Center. Pricing for the PI was not available at press time, 
but Lenovo reports the tablet is due out later this year. 

78 September 2011 / 




The Rock-Solid Everyday Platform 


7.5 in 

- 8.2 in 

H3 Series | SH67H3 Barebone PC 


Meticulously engineered, featuring enhanced power management, an all-new compact cube design, 
ultra energy-efficient performance, and industry-leading heat-pipe technology with available liquid- 
cooling - all powered by just 300W - the SH67H3 is unmatched as a small yet powerful machine. 

Additionally, every new Shuttle barebone, including SH67H3, now comes with a 3 year limited warranty 
and complimentary telephone technical support for as long as you own a Shuttle. Find out more online. 




*GTX 580 requires upg 

00 W power supply 

Shuttle Computer Group, Inc. 

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computers & electronics 




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the introduction of Processor. Over the years, the company has developed a complete line of computing 

publications, encompassing Smart Computing, PC Today, Computer Power User, and First Glimpse. 

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