30% Of BlackBerry Users Want Out

The BlackBerry smartphone and its maker, Research in Motion, were in serious trouble even before last week’s global service disruption.

More than 30% of BlackBerry users in large companies said in September, a month before the outage, that they were looking to use a different smartphone device in 2012, according to a survey of 243 smartphone users in companies with more than 10,000 workers by Enterprise Management Associates (EMA).

“With last week’s outage, I suspect the 30% number is even higher,” said Steven Brasen, the EMA analyst who conducted the survey. “User satisfaction with BlackBerry is by far the lowest of smartphones. A huge number are dissatisfied.”

Brasen said the survey found that 11% of BlackBerry users in large companies are “completely dissastisfied” with the device, while only 2% of iPhone users and 0% of Android users are completely dissatisfied with their smartphones.

Brasen said the opinions of end users are becoming very important to IT executives.

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The Netbook Lives On

Tablets may be the hottest mobile devices on display at this year’s Computex. But netbooks still have a presence at the trade show, and vendors are coming out with several new models that will hit the market this year. Their low cost will continue to drive sales, analysts said.

PC maker Asus, a pioneer of the netbook concept, unveiled two new models at Computex. The Asus Eee PC 1025 C and 1025 CE are Windows netbooks that will launch worldwide in the fourth quarter of this year. Priced at $299, the devices are built with an “instant on” feature that allow users to resume Windows in two seconds from sleep mode.

The other Asus netbook that has caught some attention is the Eee PC X101, which runs Intel’s MeeGo mobile operating system. The device will launch worldwide in July and cost $199. Asus will also be releasing a Windows 7 version of the netbook that will cost between $240 and $250.

Asus’ rival Acer is also showing a low-cost netbook priced at $199. The Aspire One Happy has both Windows and Android 2.3 installed. Users can toggle between operating systems by rebooting the system. Acer launched a version of the device worldwide last month.

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Support Calls To Help Desks Are On The Rise

At a time when technology is supposed to be getting simpler, less complex and easier to manage, more people are calling help desks for assistance than ever before, according to a new report. That’s one of the findings that HDI, formerly known as the Help Desk Institute, revealed in its recently released 2010 study of help desk trends.

What HDI found is that the number of incidents reported to help desks via chat, e-mail, telephone, self-help systems, social media, the Web and walk-ins is rising, with 67% of all help desk operations experiencing increases in 2010. That’s roughly the same percentage who reported an increase in 2009.

In recent years, many organizations have moved to centralize their help desk operations and establish a single point of contact for workers, said Roy Atkinson, an analyst at HDI, whose members represent a help desk community of about 50,000 people.

Those centralization efforts have improved incident data collection, which helps to explain the spike in reports. Moreover, creating a single point of contact, and offering multiple ways for people to reach the help desk, encourages users to seek assistance, Atkinson said.

While centralization and better record-keeping may explain much of the increase in reported calls, it doesn’t completely explain it. Atkinson said another part of the explanation could be the fact that IT complexity is actually increasing, especially as users seek to connect multiple devices, including mobile phones, tablets and laptops to corporate networks. Read More…….