People are strange

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We have a lot of customers. A few, whilst emailing us at tech-support can be rude. It’s interesting, visiting their sites, and seeing whether that is just because they’re stressed, under the effects of caffeine, or are just naturally rude.

Take one example… one person just kept ignoring what I said, treating it as if I didn’t know what I was writing about. Turns out, I did, and I fixed the immediate problem (if not the whole one, but that’s something different altogether). He still insists on treating me as if I’m not worth listening to.

Surprise surprise, if I am given the choice (and at the end of the day, when I’m just doing support tickets to stop them needing to be done tomorrow, I often am,) I will delay answering the tickets of those who have been rude. They’ll get done at some point, but I won’t prioritize them; what’s the point? I’d rather help someone who will be grateful! I will go all out in my own time on a problem that interests me, or a customer who is kind. I will go all out if you are rude, but you are stressed and have an excuse. I may force myself to go all out if you pay us a lot of money (but it won’t be on my own time 😉 )

I’ve stayed in the office till 10pm, on a ‘I’m not getting paid right now’ problem, because it interested me, and I liked the people running the website involved. I will gladly spend my free time trying to help them.

If you talk to tech support, be nice! Say thank you, treat us with respect, and you’ll find we’ll be inclined to help you a lot more. Ignore what we say, treat us rudely or as if we don’t know what we’re talking about, and we’ll get dispirited. The last thing you want is dispirited sysadmins. They tend to go home on the dot, and they won’t go out of their way to help you.

If you’re angry, worried, stressed, take a deep breath and a calming moment before speaking to us. We, like anyone else, don’t like people shouting at us for something we can’t help. If your website goes down, because the server it’s on has blown up, and you didn’t pay for a fail-over system, we can’t help you any faster by you shouting at us, and you shouting at us will not make us like you 😉

In the end, just remember, we’re human too! That person you call up because your email is broken has emotions, and they’re likely busy fixing problems, or helping others already. Don’t let the frustration of the problem blow into anger at the people who try to fix it for you 🙂

Today, Nothing happened

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Pretty much that. Today, nothing happened, had no thoughts on interesting blog posts. See, told you there’d be filler!

Tech-support. Normal normal. Tweaking config files. Restarting webservers. Nothing fun, nothing nasty 🙂

Ate the last of my toasted teacakes for lunch though 🙁

P.S. “The Cowsills – Hair” is just a strange track. My colleague suggested we listen to “The Beach Boys” on last.fm. This is one of the tracks that started playing..

http://www.last.fm/music/The+Cowsills/_/Hair

How a website Works

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This is just a quick guide on how a website stays online. It’ll probably be common knowledge to most reading this blog, but good to put up anyway.

You may think when you visit, for example, bbc.co.uk that it’s just “there”, and not worry about how, but my job is dependent on the how. The error messages you see when a website isn’t working are also very descriptive, but quite cryptic if you’re not in the know.

All websites are hosted on servers. A server is just a computer which we use to serve others, so in this case, serve a website, or provide email services. Normally, a server is a rackserver, designed to fit in a small space with a lot of other computers in a datacentre, far, far removed from that big beige box that allows you to browse the internet.

When you visit a website, a lot of different things are happening in the background. Firstly, your computer looks up the computer address with the domain name you just visited. Say you just hit my site, “kirrus.co.uk”. Well, the internet addressing system, that tells your computer where to look for the website is based in numbers. So, your computer asks special servers on the internet, we call “Domain Name Servers”, what the address is for that website. In this case, they’ll reply “80.87.131.49”. Your web-browser, firefox, will then ask for “kirrus.co.uk” from my server “80.87…”). Everyone has one of these IP addresses, even you. Go to http://itempeter.com to see yours 🙂

Once my server has the request, it then sends the web-page back to your computer.

What is a webpage?

A webpage, as your computer sees it, is a collection of a couple of languages. The most basic is “HTML”, or “HyperText Markup Language”. This was designed to allow you to quickly put together a webpage – all you do is wrap (or mark up) the text you want with the flags you want. For example <b>word</b> tells your computer to make word bold, so, you see: word

You can see the HTML that makes up this page by clicking on “View” and then “View Source” in your web-browser.

That’s the most basic level. It gets a lot more complex than that under the skin, with extra languages running on your computer (JavaScript, CSS [Cascading Style Sheet]), and on the server (PHP – PreHypertextProcessor, ASP, perl, python, MySQL) but they’re all too complex to go into unless you want to create dynamic websites. A good place to go if you want to create webpages is w3schools.com, where they have lots of tutorials on all the major web languages.

America – Wake up

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James pointed this out over twitter: http://is.gd/4MV1s

Doesn’t surprise me, it seems that the US has taken the line the ends justify the means for a while, including torture, and the (slightly) indirect causing of torture.

Just one thing, America. You really cannot complain when your troops are tortured. There is a reason everyone accepted the Geneva Conventions, but it looks like the US has decided to ignore them. (Like the UK is ignoring Human Rights in some cases now, and is trying to eat away our privacy.)

The effects of sleep deprivation

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Or what happens when you have to stay up for 22 hours, because a server has suddenly decided it doesn’t like life, and would rather die, as I had to this morning.

Managed to recover it in the end, but this would be the downside of my job 😉

Weak, managed to strain my legs, so both were aching, but oh, did bed feel nice when I got to crawling in!

In my case, sleep deprivation results in:

  1. getting sillier
  2. getting grumpy
  3. trouble accessing memories
  4. eye-hand co-ordination beginning to degrade

I guess, that over time, you can train yourself to deal with these sort of symptoms (though for me, being silly is a bit strange 🙂 )

Eve Online

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Eve MiningI had trouble trying to think of something to blog about. So I’ll blog about this.  Recently, I’ve taken to playing Eve Online, an interesting enough online MMORPG. It’s quite fun, in parts, although there are bits that get on my nerves. Firstly, the interface. It’s rubbish. The text font is too small, and you have to boost it by default.

On my machine, it and my graphics card drivers just don’t seem to get along. It crashes when anything interesting (or too busy) happens on my screen. A lot. The other week, it crashed whilst I was doing the utterly uninteresting task of mining (I set it go, and then go about doing something more interesting, like studying, whilst keeping half an eye on it to make sure I don’t get blown up), but more often it crashes whilst I’m trying to do something more interesting, like helping blow other people’s space ships up.

This game is interesting, in that you are effectively immortal, dying isn’t a problem. The only rule is, only fly what you can afford to loose.

Still fun game 🙂

I can give out 21-day free trials, if anyone wants one, let me know. (Disclaimer: If you sign up, I get 30 days free play 😉 )

LPIC exam 101

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Well, it’s arrived again. A little later today, I’ll be taking the Linux Professional Institue’s exam again. With any luck, I’ll pass this time (failed by 10 points last time :() Hopefully, I’ll be able to update this post with good news. Who knows.

I hate exams, especially these, which require rote learning. Rote learning I am rubbish at. Sit me in front of a computer with a task within my abilities, the use of man and google, and fine, I can muddle my way through. But learning all the command flags of rpm? No. Hard. Gastly, indeed. I had hoped I was done with exams when I left school. Seems I was wrong 🙁

Did I mention, I hate exams?

I passed 🙂

In less depressing non-news.. Day 5 of NaBloPoMo, and I’ve yet to falter. Let’s see what happens this weekend, when I get a wonderful couple of nights of disturbed sleep, and short ‘stuff needs fixing!’ deadlines 😉

Network Monitoring

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I’ve been searching for some simple tools to monitor my internet connection for some time, and finally I’ve found a few tools that do the trick.

If you’re looking for a console application to give you a quick heads up on the transfer speeds across a network interface have a look for ifstatus (not to be confused with the ifplugd suite) .

Ifstatus

If you’re looking for something to log and display network statistics checkout vnStat

vnstat graphvnstat graph

Minor niggle: both these programs needed compiling and required additional dependencies which I recall were GD, for the graph creator of vnStat (vnstati) and curl for the console interface of ifstatus.

If you have any other suggestions, queries or points, please leave a comment!

Book Review: Altered Carbon

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Altered Carbon cover courtesy of Amazon

Altered Carbon cover courtesy of Amazon

I finished Altered Carbon, the first book by Richard Morgan, Sci-fi, a couple of days ago. It’s taken a few days for my ideas upon it to crystalise..

It’s a complex weaving book, very, very good for his first. The plot moves thick and fast, set in an ugly futuristic society. The technology of the sci-fi not that new, but its a novel implementation.. what happens when humans can be digitally stored, but set in a plot. My most stringent criticism would be that the primary character shows borderline superhero syndrome, or of being a “superhero” in a world that should have none. Mostly explained in the story well, but borderline. If I want to read a superhero story, I’ll go read a superman or batman comic 😉

The book touches on our societies current quest for immortality, and it’s something I’ve thought of recently as well. Our society is broken, and still reeling from the changes that computers have brought upon it. We can now communicate a lot further a lot faster than ever before. It is unlikely, that had I been writing this 20 years ago, that this post would have been able to exist, let alone be able to be read by people living almost anywhere in the world. We seem fixated with our human needs; you just have to go on google, and be a little careless to bring up an example of rule 34 1 .

Believing as I do in a world beyond this, seeing everyone so fixated on their needs now, rarely thinking about others, rarely thinking about the future beyond their deaths hurts. Some humanists are changing this, and I am probably using too big a brush in some cases, but still.. worth thinking about possibly.

  1. Internet axiom created by the 4chan community. If it exists, there is porn of it (normally on the internet). ↩