Tag Archives: Skype security

The Fate of New Acquisitions: Whither or Wither?

By Jeremy Wagstaff

I’m writing this on a Windows PC using a great piece of Microsoft software called Windows Live Writer. And that’s only part of the problem.

As you no doubt know, Microsoft have announced they bought Skype, the Internet telephony company, for $8.5 billion. You’ll have to look under a lot of stones to find someone who thinks this is a good deal for Microsoft. Skype made $20 million last year on revenue of $860 million, posting a net loss of $69 million because of interest expenses. In short, this is not a company about to fill Microsoft’s coffers with dosh.

Whenever a big company goes on a buying spree I reach for my gun and head for the hills. These things never end well. A few weeks back we heard about Cisco buying and then killing Flip, those great little pocket cameras so simple to use people actually use them. I used to keep a list of these acquisitions, because I naively used to think that a big company buying a smaller one was a happy ending. I’ve nearly always been proved wrong.

Yahoo bought a browser bookmarking service called delicious that they parked in a siding until eventually selling it, a few weeks back, to someone who actually seems to understand the product. In fact a fun game is to quiz Yahoo PR people about the state of their company’s lesser known products and count how many “I’ll have to get back to you on that one” responses. I’ll give you a head start: Ask about Konfabulator, a sort of desktop widgets program which was excellent, but has quietly withered on the Yahoo vine. The developer’s blog hasn’t been updated since 2007.

Yahoo are probably the most egregious offenders but everyone does it. Google boughtJaiku, a twitter-like service that was better than twitter, but have done precisely nothing with it. Nokia bought dopplr, a social networking service for people who travel, and have done precisely nothing with it. (Product blog hasn’t been updated since September 30 2009, two days after Nokia bought it.)

So why do it? Buying companies makes people money, somewhere in the chain. It disguises ineptitude, or it is what is called a defensive play: I’ll buy it so you can’t.

The Skype deal neatly illustrates Microsoft’s problem is a simple one: It lacks direction. It doesn’t seem to know what it wants to do so it creates a new brand, a new product, a new division—often out of an old one. The product I’m writing this on is part of (frankly the only good part of) the Windows Live array of products—whatever that is; I’ve never quite figured that part out. (Type live.com into your browser and something different seems to happen each time; now it’s a sort of stream of consciousness page that’s more of a stew of Microsoft’s various offerings. ) Windows Live Writer was part of a product Microsoft bought called Onfolio; it has survived, somehow, though few people seem to know about it outside a very narrow group of enthusiasts.

And here’s the rub. Microsoft has no idea what to do with all these products it spews out or inherits, so it forgets about them. Most of you know that Hotmail and Bing are Microsoft products. But how about Lync? Or Kin? Anyone remember Zune? And what is the difference between Windows Live and Windows Live Essentials, for example? Or Windows Messenger, Office Communicator, Windows Live Messenger and MSN Messenger? Or Sync Center, Live Mesh, SkyDrive, FolderShare and Live Sync?

No, I’m not sure either.

Go to Windowsmarketplace.com and you’ll be told that “Windows Marketplace has transitioned from an ecommerce site to a reference site.” Confused yet? Go togetpivot.com, the website of what was billed a year or so back as “the most ambitious thing to come out of Live Labs” and you’ll get directed to, er, bing.com. Live Labs itself was disbanded a few months later. Now old links to Live Labs go to bing.com, which was where those members of the team ended up that didn’t quit. Out of the 14 projects initiated by the lab counted on Wikipedia, all but five are dead. Of those, only a couple seemed to still have any life in them.

When a company diverts a link from one of its own press releases barely a year old to, effectively, nowhere, it’s a pretty good sign that’s where the vision has gone too. This was after all Microsoft’s big research team—at least the most exciting one (Microsoft spends about $9 billion per year on R&D, according to Jean-Louis Gassée, a French analyst.) Microsoft products seem to get lost in a labyrinth of confusing branding, branching and segmentation tunnels, confusing and demoralizing the user to the degree they throw up their hands and go buy a Mac.

Not I. I know about Microsoft products because I use them. A lot. And the more I usemy Mac the more impressed I am with parts of Windows 7.  The problems with the operating system could be fixed in an afternoon: Watch a couple of users try it out and then ask them what was missing. Build those bits into a new version, ditch the trash and you’re good to go. (Some clues: something like iPhoto but better than Photo Gallery for handling photos. Something like iMovie but not Movie Maker. Apple’s products all come pre-installed. Microsoft’s are a confusing, lengthy and intrusive download and reboot away. Oh, and something half way between Microsoft Word ($200 or thereabouts) and the freebie WordPad; Apple’s equivalent Pages costs $20. It’s not as good as Word, but it’s a 10th the price.)

So where is Skype going to fit into all this? Well, the problems start with Skype itself. Since eBay bought it in 2005 it has been something of an orphan, passed around with little idea of what its future might be. It wasn’t always thus. I drank the Kool-Aid back in 2005, and thought like others it was going to change the way we communicated and did business online. I joined the vision of a world where everyone from clairvoyants to business consultants (ok, that’s not such a wide swathe) would offer services over Skype. Audio, text, video, you name it.

That hasn’t happened. For most people it is just a way to avoid paying rip-off phone charges and do the odd video call. Everything else is marginal. The most recent Extra—the add-ons that were supposed to be part of this new Skype ecosystem–is dated January 2010 and that’s just an update on an old program. One guy I interviewed in 2005 had set up a network of 30,000 experts in 50 countries on a website called Jyve.com that was going to piggyback this new Skype-connected world. He’s nowhere to be found now and Jyve.com is an empty page.

eBay didn’t get it, of course, but that’s only part of the story. About a year ago I wrote a piece calling on Skype to realize that it was at heart the world’s most effective social network tool. I wrote:

If Skype dovetailed with Facebook, twitter and LinkedIn it could position itself at the heart of social media. After all, it’s probably the only application that most Internet users have installed, loaded and [have] active on their computer. Unlike Facebook et al, Skype is there, right in the moment. It’s the ultimate presence app.

Indeed, it’s much more like an instant Rolodex (remember those?) than all the other networking services we use. If I want to contact someone the first place I check is Skype—if they’re online, what’s the point of contacting them any other way?

In other words, Skype offers a granularity that other social networking tools don’t: Not only is it comfortable with one to all (the status update message), it’s also comfortable with the one to several (add people to a chat or call), it’s also great at instantly connecting one on one. You can even reach people offline via it, if they have call forwarding enable, or you have their SMS details stored.

No other social network offers that.

Skype sits on every computer (and most smartphones.) By definition all the people the user is connected to are people he wants to actually communicate with—rather than just ‘friending’ or ‘ ‘connecting to’. It’s an easier way to share stuff—photos, files etc–and it’s now pretty easy to set up groups and stuff (In Afghanistan we used it as a way to share security updates; people could see the information in real time or catch up on messages when they got online. In Singapore I use it to talk to my students via teams and the whole class.)

Unfortunately Skype may have read my piece, or they may not. Either way, they half went down this road by trying to throw in lots of things that people didn’t need—including an annoying Firefox extension that turned every number on a webpage into a phone number, including bank accounts. Now Skype is so big and clunky it crashes on my Android phone and my Windows computer.

But in a perfect world Skype works. It’s simple. For many people it’s a telephone. For others it’s a presence indicator: I’m online, I’m not. My computer is connected to the internet (green button showing) or there’s a problem with the connection (grey downer button showing). For some people it’s become a very useful way to organize teleconferences (though don’t talk to my colleagues on an Indonesia project about this; they spend hours trying to get a connection going.)

Skype wasn’t first but it worked better than others, which is why everyone has a Skype account, and why asking for someone’s Skype ID is almost as natural as telling asking for their email address.

But unfortunately I’m not sanguine about a Microsoft/Skype future. Either they integrate the technology behind it into their other smorgasbord of products, in which case you wonder why they didn’t develop the technology themselves, or they leave it as it is. Either way it’s not good: While analysts have focused on how Skype might fit into Microsoft’s non-PC products like Kinect and Xbox, it’s hard to imagine that Microsoft won’t try to shoehorn Skype users into one of its misbegotten sub-brands, losing non-Windows users along the way.

Skype Messenger anyone? Live Skype? Skype Office? Skype Explorer? I shudder to think what will happen. I may be wrong—I’ve been plenty wrong about Skype before—but my fear is of a Skype that gets as clunky and overloaded as MSN Messenger, as bewildering as the Live family of products, as impossible to separate from other Microsoft products as Microsoft Word, as doomed as Outlook Express and anything from the Live Labs mob.

I do hope I’m wrong because of all the networks I have on my computer and cellphone, Skype is still the one I actually need. Skype: whither or wither?

Skype’s New Dawn?

We talk about Facebook, twitter, MySpace and Friendster as the big social networks but we keep forgetting one that is far bigger than that: Skype. This from a Bloomberg piece on Skype’s vacillating fortunes:

Skype has soared in popularity since it started in 2003 and has about 548 million users worldwide—more than Facebook, MySpace and Twitter combined.

Pretty much everyone I know is on Skype—more so than Facebook—and their investment in it is greater: They had to figure out how to install software, set up a microphone, a webcam, create an account, and maybe even buy credit. More importantly, they can actually estimate its value to them, by counting the money it’s saved them, if they want.

We all know about eBay’s missteps with Skype over the past few years and the software could definitely do with a total overhaul. But now there are new faces involved—including Marc Andreessen, who knows a thing or two—I foresee huge opportunities ahead.

One is a route they’re clearly going to take: the enterprise. That makes sense, but it also means damping down Skype’s huge social reputation, since companies will tend to think of it as at best a frivolous time waster for its employees, at worst a security threat.

Still, it would make lots of sense to go that route, possibly creating a separate sub brand of Skype that built a wall between the existing network of users and the enterprise one.

But I think there’s a much bigger opportunity out there, one that was talked up back in 2005 but never left the ground. That was leveraging the free connectivity to allow an eco system of services to develop atop of it.

Consulting, translation, education, all that kind of thing.

This never really took off, but I think that may have had more to do with its execution, and the fact that the world wasn’t quite ready. Most people signed up to Skype for the free calls. They weren’t really interested in more than that.

And yet since then Facebook and other social networks have. (Taken off, I mean.) Doing, actually, pretty much the same thing. Setting up an account, adding your buddies to it, and then communicating.

But the potential of that network was never exploited. A few memory-hogging applications and a few desultory ads have been pretty much it.

Maybe now Skype can make the most of this. One is the eco system of services I mentioned, but there are also location-based opportunities, mobile opportunities, video opportunities.

If Skype dovetailed with Facebook, twitter and LinkedIn it could position itself at the heart of social media. After all, it’s probably the only application that most Internet users have installed, loaded and active on their computer. Unlike Facebook et al, Skype is there, right in the moment. It’s the ultimate presence app.

Indeed, it’s much more like an instant Rolodex (remember those?) than all the other networking services we use. If I want to contact someone the first place I check is Skype—if they’re online, what’s the point of contacting them any other way?

In other words, Skype offers a granularity that other social networking tools don’t: Not only is it comfortable with one to all (the status update message), it’s also comfortable with the one to several (add people to a chat or call), it’s also great at instantly connecting one on one. You can even reach people offline via it, if they have call forwarding enable, or you have their SMS details stored.

No other social network offers that.

Of course, Skype has some ways to go to do this. The interface needs a serious rethink: It looks so 2000s.

It needs to add—or reintroduce—lots of features, like individual invisibility (being invisible to some people and not others), to encourage those who either don’t have it running or have themselves permanently invisible, to keep it there in their system tray.

It needs to lower some of its walls to allow interoperability with other chat clients, like Google Talk, and with services like Facebook and LinkedIn. Indeed it should throw open all its doors, so I can look up my friends on the Skype app and communicate with them using any or all of those services. Skype is the app is the network.

Then we might be back to those heady days of 2004-2005 when Skype looked like it was not just going to be the end of ruinous IDD phone monopolies, but that it might herald a new era of networking.

Software, Slowly, Gets Better

Is it just me, or are software developers beginning to get their users? For a long time I’ve felt the only real innovation in software has been in online applications, Web 2.0 non-apps—simple services that exist in your browser—but now it seems that ordinary apps are getting better too.

Evernote, I feel, is one that’s really leading the charge. They’ve taken the feedback that us users have been giving them and have added, incremental release by incremental release, some really cool features. For example: now you can save searches in the Windows version. Reminds me of the old Enfish Tracker Pro, whose departure I still mourn. In fact, Evernote isn’t far off becoming a real database instead of a dumping ground for things you’ll read one day. Maybe.

Skype, too, have pulled their socks up. I hated 4.0  beta, not least for its big bumbling footprint. But the new version is better—a lot better. The main improvement is the option to make it look like your old Skype. But it has some nice new touches, including a chronology scroller that might interest Evernote’s legal department (Skype on the left, Evernote on the right):

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Move the bar on the right and you can move easily through old chats. Legal niceties aside, I think this kind of innovation is great to see, and almost restores my faith in designers realising that we don’t just use software in the here and now, but also as repositories of past heres and nows, if you know what I mean.

In short, our decision to commit to software is largely based on how much we will be able to get out of it. Not just in terms of hours saved in what we do now, but in what past information we’ll be able to get out of it. We have been using computers long enough now to have built up a huge repository of interactions and memos, and we want, nay we insist, to be able to get that stuff back. Quickly and easily. And, increasingly, to be able to move it to other places should we wish.

Google understands this relatively well. A chat in GTalk, for example, can be readily accessed via Gmail. And, now, we can also see and search our other data held within Google’s silos, right within Gmail, via some widgets from Google’s Gmail Labs. Here are two widgets that let you view your calendar:

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and here’s one to see your documents within Google Docs:

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Note the window at the top for searching through your document titles. This means one less step to access your data.

All these things have some basic concepts in common:

As I’ve mentioned, it’s about being able to get what you’ve put in out. Skype have listened to their customers and realised it’s less about the interface and more about the information the interface gives access to. If they were smart they’d find an easy way to send old chats to your email account or at least make it easy to search all your chats from one box. (I’m told that, or something like it, is coming in the ‘Gold’ version of  Skype 4.0 next year. Until now only group chats—three or more people can be saved to your contact list.)

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Secondly, software should, where possible, work with other people’s software. Emusic’s new download manager (above), for example, does something that has been missing ever since the service launched. Previously, if you wanted to include MP3 files you’d bought from the service in iTunes, you’d need to either drag them across into iTunes or re-introduce the folder into iTunes. The new version of the downloader tool now synchronizes automatically with iTunes, meaning you don’t need to do anything. Thank God for that.

There are tons of other things that software needs to do that it presently doesn’t. I could start listing them but I need to go to bed. But maybe in this downturn developers could take a note from some of these examples, and use the time to look more carefully at what users need, at how they use your software, and explore new and better ways for them to use it for what they do, not what you think they should do.

If You Know the Answer, Why Ask the Question?

Just downloaded and installed the new beta version of Skype, and am now removing it. Why? Because it’s humongously big, and doesn’t have any option I could find for reducing its footprint. Compare this:

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with this:

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(and notice the Compact Mode option that I couldn’t find in the 4.0 version.)

What bothers me is that Skype already know this is a problem. Try to download a different version of Skype after the beta, and you’re confronted with a (rather creepy) questionnaire as they try to find out why you’re doing what you’re doing. One of the answers:

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Well, d’oh. If you knew that was a problem, then why not make it an option to reduce the screen size? Compare this to something like Google Talk, which couldn’t get any smaller:

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or even some of those twitter clients. I know the video is supposed to be great on the new version of Skype, but if you’re not actually running video, what’s the excuse for such a desktop-hogging client? I can’t think of one.

Phones Aren’t About Telephony

Skype is a powerful tool because it’s found its way into the hands of people who need it most — ordinary folk. Now it and the companies that make devices to use Skype on need to understand that it’s not about telephony anymore, if it ever was. It’s about two or more people sharing each others’ presence. Now we need the products to make that happen.

I was chatting with someone last night, a gent in his early 60s from LA, who should have retired but decided to take on one more project, in Hong Kong. He was in two minds about it because it would mean a year away from his wife, but he was persuaded because he knew Skype would keep him in touch. Of course it could be any VoIP tool, but the point here is that Skype was the first to cross the threshold into this market because it was easier (and worked better) than all the others at the time. Now the guy can chat with his wife every night and being apart is bearable and not making him too poor.

But he was still using it as a phone: Call the other person up, chat and then hang up. Had he ever thought about just leaving the line open, I asked him? Why would I do that? he replied. Because it won’t cost you anything, and then you’ll hear the sounds of home, which in a way is what you’re really missing. Your wife banging around in the kitchen, the kids arguing, a dog barking, the sound of the wood pigeon in the garden (OK, that’s more my memory of home than his. Not sure they have wood pigeons in LA.)

I then realised that actually there would be a great line of products here. Wireless devices that you could place around the house, outside, some that are just microphones picking up sound, and others that also serve as speakerphones, so his wife can just wander around and, when she wants to, chat as well. Of course, a Bluetooth headset might do the trick, and maybe there are some wireless handsets that might work. I’ve done a quick search and not found any obvious candidates. Most seem to assume you want to use Skype as a phone. But Skype is not really about phones anymore. It’s about presence — on one side, showing other people whether you’re available, etc, and on the other, allowing you to teleport yourself to the person you’re with without the old restrictions of the phone: cost, the structured nature of phone conversation, having to press a device to your ear.

Manufacturers, it’s true, are beginning to wake up to the idea that we don’t use our devices in the way, or the place, they’re designed for. Take the percushion pillow phone, for example, which finally solves that problem of trying to have a conversation with someone while you’re trying to get to sleep. That’s a good start. Now lets see devices that use sound and vision to make anyone, including my new homesick friend, to really feel they’re home.

Skype SMS’ Teething Problems

You’ve probably all heard of Skype’s new SMS service, which is very cool. If you have a Skype-Out account, you can send SMS messages to cellphones and, if you register you cellphone number with Skype, the recipients can reply to you on your mobile phone. Great idea. Only problem: It doesn’t work.

Well, it does work, but not always. At least one cellular operator doesn’t seem to pass the messages on. That wouldn’t be a problem, except that Skype says that the message has been delivered, and charges you for it. Teething troubles, I guess, but still a nuisance, if you’re counting your Skype pennies. (This experiment has so far set me back €0,44. Money that has gone forever. Forever.) Other folk are reporting similar problems, although it doesn’t sound widespread.

Skype’s technical people say you should raise a help ticket if this happens to you. The only problem is: How do you know that it doesn’t get through? An interesting conundrum as Skype ventures into new waters. Consider: Cellular SMS supports a service which allows you to receive notification of the arrival of your message; Skype users can tell whether other Skype members are online and available. But now you can send an SMS to someone, unless the pending/delivered/failed notification feature works properly, all those presence/delivery indicators are out the window.

A weird disjuncture, given that Skype is best used for non-local calls. Skype is all about reaching beyond the tyranny of long distance communication costs. And the same is true of Skype SMS, I suspect, especially in those places where SMS is very cheap. Here in Indonesia, for example, cellular SMS to an Indonesian phone costs 250 rupiah, or 3 US cents. A Skype SMS costs 14 US cents. No one is going to send a Skype SMS to someone locally if that kind of price difference exists. So Skype SMS might best work if you want to communicate with someone who is not at their computer, or doesn’t have Skype (or doesn’t have a computer) but doesn’t live in your zone. Not a bad niche. But the problem still remains: If SMS via Skype is really going to kick in, reliability is going to be an issue. Who is going to use the service if they have no way of knowing whether their messages landed?

Something that Skype needs to fix.

SkypeKiller Or PR Stunt?

Some people, we know, really don’t like Skype. A few people are now building a business on it. Now there’s SkypeKiller (“Your whole network Skype ridden for free”), a French program which will remove all traces of Skype from your network. As its homepage states:

With nearly 200 million downloads and 62 million regular users worldwide, Skype´s IP telephony service has become a real phenomenon.  However use in corporate networks can cause real problems:
* Uncontrollable bandwidth usage
* Uncertainty as to confidentiality
* Potential security flaws
* Productivity issues
* etc …

Thanks, Russell Shaw of ZDNet blogs, who walks us through how to use it. Unfortunately, “SkypeKiller” as a name is much more likely to be assumed to be a program that is better than Skype. And Stuart of Skype Journal reckons it’s more about cheap PR than being a serious tool.
 

A Skype Rival?

A rival to Skype? broadband reports talks about Jajah:

Jajah is a new Skype-like IP based communications client that seems to offer more features than Skype. In particular, it claims an ability to seamlessly handle SMS, bridge to Skype and SIP phones, and send video (as well as the usual low priced direct-to-phone calling rates).

I haven’t checked it out yet.