eWEEK Editorial Board

Customer satisfaction is the umbrella metric of any contact center. Our industry thrives on happy customers and top-notch experiences. Delivering on that overarching goal has always been easier said than done, however, and the disruption of the pandemic compounded the challenge. In this “new normal,” how can customer-service organizations ensure they are fulfilling their critical […]

Whether its getting a referral to the right specialist, coping with volumes of productivity-draining paperwork or providing care for the unconscionable number of Americas uninsured, most Americans would agree that the U.S. health care system is in critical condition. While fixing the system once and for all is beyond our ken, we do believe there […]

Whether in networking, operating systems or document interchange—you name it—open standards have advanced the development of technologies wherever they have appeared. By lowering barriers to entry and reducing buyers concerns about vendor lock-in, open standards promote competition and accelerate product adoption. Its time for vendors to accelerate the development of storage management standards and open […]

Since the beginning of this year, weve heard plenty of Internet companies defend their actions in China, coming up with excuses for giving in to Chinese government restrictions on free speech on the Internet. Its no wonder, then, that recent congressional hearings have taken executives from Cisco, Google, Microsoft and Yahoo to task for helping […]

With the Winter Olympics under way, Americans will be treated, as usual, to the spectacle of certain small countries that excel in certain sports beating the pants off everyone else, including the United States. While events such as the biathlon enthrall us fleetingly every four years, the accomplishments of dedicated individuals who labor in obscurity […]

The free software foundation is only about a month into a yearlong comment period for the GNU General Public License Version 3 draft that was released Jan. 16. Already the proposed GPL update has created some spirited debate, which is a good sign: Participation in the process by all interested parties is critical to the […]

In the realm of Web search, January was not a good month. We saw both disturbing government intrusions and disappointing private-sector concessions in the technology that transforms the digital plumbing of the Internet into a worldwide forum of community and commerce. We believe its wrong for search engine providers to give up user information to […]

In recent months, all three remaining baby bells—Verizon, BellSouth and AT&T-SBC—have made noise about charging additional fees to network-traffic-generating businesses such as Google and Apple, claiming that their profitable bandwidth-intensive applications are free riders on the telecommunications carriers networks. While the phone companies say they dont propose to block specific applications altogether, as service provider […]

Its time for Microsoft to rethink its response to security holes. The software vendors slow response to a serious vulnerability in WMF (Windows Metafile) recently wasnt good enough. Further, the company must speed the delivery of regular patches to customers. Responding to the first broad publication of the WMF vulnerability on Dec. 27, Microsoft initially […]

“We are the patent office, not the rejection office.”—Bruce Lehman, then U.S. commissioner of patents and trademarks, in 1992 While perhaps uttered with good intent, the philosophy behind Lehmans statement—a patent office that issues lots of patents is highly productive—has led us to a sorry state today, thanks to a glut of patents issued on […]