We often hear that communication is key to the success of any enterprise or organization. Making people aware of “what’s going on” is an essential.  So for a collaboration platform like SharePoint tools for telling people what’s happening are a central part of the setup.

SharePoint has it’s built in “Alert Me” feature.  New users seeing this often expect it to deliver functionality similar to that which comes as standard in MS Outlook.  But that isn’t what SharePoint Alerts do.  They tell you when something is added or changed.  This is great for document or content management, but not so good for managing calendars or tasks or projects – when you might prefer to be alerted when something is about to happen, or is overdue – or you might actually want to alert someone else, not yourself.

So here’s a little look at some of the things you might expect to be able to do with SharePoint Alerts but can’t.  And some suggestions as to how you might get round these shortcomings.

#1: Date Based Alerts

“It’s Jenny’s Birthday tomorrow”

“Your meeting starts in 10 Minutes.”

“Your expenses claim Submission is now overdue.”

How handy would this be?  You could do all of this in Outlook. But it’s just not how SharePoint Alerts work.  They don’t recognise or react to dates.

SharePoint Reminder web part however, is a different story.

As you can see, with Reminder you have the flexibility to send due soon and overdue emails for all of your tasks and events.  And you have a great deal of flexibility in terms of choosing the timescales that you wish to work on with setting for everything from months to minutes.

#2: Customize Alert Emails.

SharePoint sends out standardized alert emails which you can’t edit. Here’s one that has been sent out on a staff absence list to a line manager who needs to approve a requested absence:

Maybe it’s just me, but from this email I would find it very hard to figure out exactly what it is I am meant to do.  And there is no way to edit the email set up without getting into coding.

The email below on the other hand has been generated by SharePoint Reminder web part, triggered by the addition of the same item to the same list:

OK, now I know what I am supposed to be doing with this!  It’s an email addressed to me, with a meaningful subject line, a relevant selection of data from the list, free text that tells me what I should be doing with it and even color and bolding to highlight important points.  All this is achieved from within a simple WYSIWYG text editor.

For full details on customizing your alert emails check out the manual.

#3 Choose who you send alert email to

With SharePoint out of the box alerts, unless you are set up as a SharePoint site owner, the only person you can send alerts to is yourself.

So this means for example that if I have a list for absence requests and I want line managers to receive an alert every time a new staff absence request is added, I have to get each of the managers to turn on those alerts themselves, or get the SharePoint administrator to do it.

With SharePoint Reminder on the other hand, I have huge flexibility in terms of who I send my alerts to:

I can email to any email address in a column in my list.  So in this case I can choose to send my absence request emails to the line manager who needs to authorize that absence.  If the people I want to send my email to are part of my SharePoint installation – registered SharePoint users – the relevant column only needs to contain the person’s name and SharePoint will select the relevant email address.

But it gets even better.  I can choose to send email to people outside of SharePoint and outside of my company.  So for example if I had an order status list with included a column for customers email addresses I could choose to have Reminder send the customer when an email when their order has been dispatched.

Reminder has even more options for who you can send your alert emails to – check out the manual to see all the possibilities.

#4: Send Alerts to People Even if They Don’t Want Them

You know the kind of situation  – department managers really need to know every time there is a new customer complaint relating to their department – but actually some managers would rather not here about it,  With SharePoint’s Alert Me feature each user manages their own Alerts.  So the department manager who really doesn’t care how hacked off customers are with him and his team can just choose to switch off these Alerts.

So any one of your department managers can choose to just opt out of receiving alerts from the list, and you, as the Customer Complaints Manager will never be any the wiser.

With Reminder, you as the Customer Complaints Manager are the owner of the Alert, you set it up to go to whoever you want it to go to. A combination of permissions and visibility of the web part page make it much more difficult for anyone other than you to tamper with the setup.

The key difference is that whilst out of the box Alert Me lets you manage your own alerts, Reminder can be much more effective as “the office nag” – setting up alerts and reminders for relevant groups based around your business processes.

#5: Reply to a Real Person

How often have your replied to an email only to have your response bounce back  – telling you that the address you are writing to is a “no reply” address? This is very likely what will happen if you ever try to reply to a SharePoint “Alert Me” email.  SharePoint is set up so that replies to emails it generates can only go to one address, for the whole web application (that will usually be your whole organization, or site).  So organizations often set this up as a “no reply” address, or some sort of a dump box address, as it is likely to get so many emails that it will become completely unmanageable.

Clearly there are lots of occasions where this will not be ideal – the customer orders scenario we talked about above for example.  You clearly wouldn’t want an email from your customer, telling you that their order still hasn’t arrived, to bounce back, or just disappear into a black hole.

With Reminder you can choose who responses to each alert go to:

Replies can go to someone named in one of your list fields (the Account Manager perhaps?) or you can manually enter an email address for all replies to a particular alert to go to.  Either way you have the ability to ensure that a reply to an alert email will be received by a real person who can act on it.

So these are my top 5 things I always thought I should be able to do with SharePoint Alerts – what are yours?

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As you’ve probably noticed we have had a few changes on our SharePoint blog in recent weeks.  We’ve been doing some work on making it a little more user friendly and a bit nicer to look at (hope we haven’t spoiled it with the photos!)

Whilst I was working on the blog I noticed that we have quite a few little gems hidden away in the archives. Old posts – things that were written maybe a couple of years ago, that those of you who are new to the blog might not be aware of, but might find useful.  The useful ones fall into a few categories – general SharePoint tricks, tips and ideas, and ideas and tips for users of our web parts.  So here they are, I hope you find them useful.

SharePoint tricks tips and ideas

Extend and customise SharePoint Task lists

Task Lists are one of the best loved and most used features of SharePoint and this post shows you how to better tailor them to meet your particular needs.

Advanced SharePoint View and Filter techniques

This article explores some of the uses of SharePoint Views and Filters.

Working Days, Weekdays and Holidays in SharePoint Calculated Columns

SharePoint Out of the box doesn’t automatically distinguish between working days and weekends but if you are setting things like job duration or due dates you may need to – this article shows you how.

The Truth about using [Today] in SharePoint Calculated Columns

This article explains why the often repeated trick for using [Today] in SharePoint calculated columns does not work, and suggests workarounds.

The … ehem… Truth about using [Today] in SharePoint Filters

This one looks at the differences between SharePoint 2003 and 2007 when using [Today] in filters.

Setting a default duration for new SharePoint Calender Events

So you might be a medical receptionist scheduling appointments for doctors, appointments are always 45 minutes long unless the doctor tells you differently, how much easier would it be to just have SharePoint create an end time 45 minutes after the start time automatically?

How To Use Filters in SharePoint to show items in the current Calendar Month

It’s easy to think of occasions when you might want to filter a SharePoint list to show items falling in the current calendar month: “sales this month” springs to mind, or “subscriptions due for renewal this month”. This post shows you have to achieve this using calculated columns.

SharePoint Reminder Webpart Ideas

SharePoint Reminder Webpart – Setting a variable Due In or Overdue By time

Lots of people use Reminder to send an alert when a message is due soon or overdue.  Usually its fine for the message to go out at a fixed time before or after the event, for all list items, but there are occasions where you might want to vary the times at which you send your alerts.  For example, sending alerts for overdue helpdesk items: for high priority items you might want to send an alert when an item is 1 hour overdue, whereas for low priority an alert for items 1 day overdue might be fine.  This article shows you how.

Customize SharePoint Reminder Emails with Merge Data

Whilst SharePoint’s out of the box alert emails come in a standard format, with Reminder its possible to customize the alert emails you send by merging data from your list items.

Tip – don’t send SharePoint email alerts for old items.

There are some situations where, when you are setting up a Reminder for the first time, you could end up sending out alerts for a lot of very old list items, this post shows you how to avoid doing that.

Tip – Sending an SharePoint email Alert when a Task is completed

If you are using Reminder to drive simple workflow you may very well want to send an email when a task is completed – maybe when a holiday request form has been filled in for example.  This post shows you how.

SharePoint Planner Webpart Ideas

Tip – Showing multiple columns in SharePoint Planner Webpart

There may be times when you want to display timeline or category information from more than one list column in a gantt chart. For example in the chart below we have taken information from the “priority” and “title” columns of a list to populate the category labels.

5 things you never knew you couldn’t do with SharePoint Gantt Charts

Shows you a few of the things that aren’t possible with SharePoint OOTB gantt charts, but can be done with Planner.

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How annoying is it when you get reminded about something you have already done?  A little email saying:

“Can you please submit your expenses claim form by 12.00 noon today”

is just sooo annoying when actually you have been a good girl and done your expenses yesterday.

We get lots of support calls from SharePoint Reminder webpart users who have annoyed their team members in just this way – by sending our Reminder emails for tasks that have already been completed.

This is easy enough to do.  Reminder will look at the whole of a list unless you tell it to do something else.  So if you ask Reminder to send out an email for everyone who is tasked to complete their expenses claim form by 12.00 today that is exactly what it will do, regardless of whether the status of that task is “Active” or “Completed”.

Some users ask why Reminder doesn’t just work on “Active” tasks by default.  There are good reasons for this.  For example there may well be occasions when you want to send out reminders on completed tasks.

“You have completed your assignment for ZYX Corp, please ensure that all appropriate time has been billed”

or maybe to a line manager:

“John Smith has completed module 256 of the company training program, please arrange a training review meeting.”

But for those times when sending a reminder for completed items just isn’t appropriate you need to ensure that Reminder is watching the “Active” view of your Task or Issues list, rather than the entire list.

Because this is easy to forget we have added a little tip in the Reminder Configuration tool:

This message displays when you ask Reminder to watch the entire task list, and disappears if you select a view.

For more information here is the relevant SharePoint Reminder Webpart manual page.

Filtering is a really great way to get more out of SharePoint Reminder, once customers start to explore the power of filters they generally come up with a whole host of new ways that Reminder could save them time and trouble.  For example you might want to filter on priority, and send a team manager alerts on overdue high priority tasks once a week. For more ideas on using filters take a look at this blog post.

You can download the new version of SharePoint Reminder Webpart here.  The new version of Reminder is Free of charge to all existing customers and will install directly over the top of your existing version with no disruption to your existing configuration.  Please refer to this page for installation instructions.

For those of you who are not yet using SharePoint Reminder a fully functional 30 day free trail is available to download here.

We hope this is helpful, and is you have any other comments or suggestions please get in touch.

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You know how satisfying it is when you read something, instinctively know it’s right, then have something happen that gives you concrete proof?  Well we had one of those moments this week – and I wanted to share. We read quite a few business blogs and for down to earth, quality advice Jason Cohen is our man – Joel Spolsky sometimes comes up with the goods, but he can be a bit full of himself, we don’t get Seth Godin at all – seems to have made a great career out of stating the blindingly obvious – but Jason; on the money, pretty much every time.

So this week’s post from Jason was on the importance of good tech support – and the prevalence of tech support which is anything but good.  Done right, Jason says, tech support is sales. We read the post, nodding sagely in agreement.

Then that evening we had a support call from a customer who was trialling our Reminder web part for SharePoint.  The customer had quite a few questions and we were on the phone for around an hour.  Once we had sorted out his questions about Reminder he tells us that he is trialling our product along with a similar product from one of our competitors – but he can’t get the competitor’s product to work and he can’t get any response from their tech support.  So, as we are so helpful, could we possibly help him to get our competitors product working as well?

Well, we like to think we’re helpful, but not that helpful, so we had to politely decline on that one.  Still, within 24 hours we had a nice $1,200 order in from the customer – who had still had no response from the other company, so had given up on the whole product comparison idea and just decided to go with us.

Oh we did feel smug!

I still don’t really get the IT industry’s attitude to speaking to customers and prospects.  I’ve worked in other places – finance, travel, property – where we grabbed every opportunity we got to talk to potential customers (some of the time they were trying to avoid us ).  If someone’s thinking about buying your product and wants some advice on how it works you talk to them – wow them with your products features and your company’s super-helpful attitude – right?

Wrong in the world of IT is seems.  Here are a few support policy quotes from other vendors in the SharePoint webparts market:

“Unlimited email support with a 2-3 day response time”

“Access to our extensive knowledge base”

“Per incident support $180 per hour”

“Post your question to our support forum”

I still find it scary and a little sad that the simple willingness to just answer the phone and talk to people who want to give you their money  – or indeed people who have already given you their money – is such a differentiator in this industry.

Tech support like any kind of customer service can sometimes feel like a bit of a grind – you tend to hear a lot of the same questions, and often the calls for help come at the worst moments – like 6pm on a Friday evening when you’re just heading out for a nice cold drink.  Here our developers do the tech support and it’s always the way that the trickiest support calls come when they are deep in coding mode.

Sometimes you need an incident like this, or a blog post like Jason’s to give you the motivation to keep up the work.

What Jason’s blog post and our experience showed us was a) just how bad tech support can be in our industry, and b) how if you do it right, tech support really is sales.

As you’ve probably figured out this whole tech support issue and just why it’s sometimes so bad in our industry is one of my personal crusades, so I would love to hear your best and worst tech support experiences – either as a user or a provider.

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Well, OK so it probably hasn’t been quite as much effort as climbing Everest – but sometimes it’s felt that way! Last week Microsoft made the “final” release version of SharePoint 2010 available to developers and large corporates.  So we have been able to get on with our “final” set of compatibility tests and we can now announce that all of our products are SharePoint 2010 Compatible.

When you make software that works on a particular platform – whether it’s Windows, SharePoint, or the iPhone – the introduction of a major new version is really exciting, but it can also be very stressful. The introduction of a new feature might open up lots of new possibilities, but it could equally well present new problems for the way your own software works with the platform, or even make your application completely redundant.

So as you can imagine we were all over the public beta version of SP2010 as soon as it became available last November. We were very pleased to see that whilst there are lots of fantastic new features in SharePoint 2010 Microsoft haven’t introduced anything within the Out of the Box functionality that undermines our own products. For users of SharePoint 2010 our PivotPoint, Planner and Reminder will continue to add valuable planning, reporting and alert functionality to the Out of the Box offering, and we have also spotted some interesting new possibilities for product development.

Over the past few months we have carried out extensive in house and third party testing on all of our products in the beta version of SP 2010. There are some significant changes in this latest version of SharePoint and we have been busy making sure that our products function properly with these changes.

But we know from past experience that there can be significant differences between the beta version of any piece of software and the final release candidate – that’s what a beta is for after all.  so we know we wouldn’t be finished until we saw the final release candidate – and last week we got it and were able to run our final set of tests.

So we can now say, with confidence “Yes, we are SharePoint 2010 ready.” SharePoint 2010 versions of all of our products are available to download from the website for existing customers who are upgrading to 2010 or new customers who are running or trialling a SP2010 deployment.

Although there is a lot of excitement about SharePoint 2010 we know that many people won’t be upgrading overnight. We know 15% of our clients are still using SharePoint 2003. SharePoint 2010 only runs on 64 bit servers. This means that anyone currently running on 32 bit servers will need to upgrade their hardware before they can upgrade to SP2010. Though this would be normal practice for many large corporate, for smaller businesses on tighter budgets it introduces extra costs and could be a potential barrier to upgrades.

So whilst we are now fully SharePoint 2010 compatible, all of our products also remain compatible with all previous versions of SharePoint and we intend of continue to support all previous versions for the foreseeable future.

And now we are done with compatibility testing for the time being we can get on with some new product development – which should be much more fun!

SharePoint 2010 will be available on general release in May. There are 8 versions and as yet Microsoft have made no announcements regarding pricing.

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No, it’s not more about the Oscars, it’s our Case Study Competition – just as important to us, but maybe Jeff Bridges wouldn’t share our view. Random aside: Did you know that this is (allegedly) the first year in over 20 years that award presenters at the Oscar’s have used the phrase “and the winner is”?  “And the winner is” was banned at the 60th Oscars, for fear of offending the “non-winners” (didn’t they used to be called losers??).  Presenters have been saying “and the Oscar goes to . . .” ever since; until this year, when, presumably due to popular demand, the traditional phrase is back in place.

Anyway, enough of all this.  Our winner is Adam Venn of Bridges Engineering in Bath, England.  Adam wins something far more useful than a little gold-plate statue.  He gets a swanky new Flip video camera, which he tells us will come in very handy for filming the first baby that he and his wife and expecting any time now. So thank you to Adam. Bridges have been using Reminder since 2007 and Adam has sent some really interesting information on how they use it.  As we expected they are doing things over there that we never even thought of.  We will be publishing a full case study in a couple of weeks. Thanks also to everyone else who sent in case studies. We will be publishing them all over the next few months.  If you have a case study that you would like to share with us it’s not too late, just email me clare.stone@pentalogic.net with brief details and I will get in touch to get the full story from you.  There are no prizes in it now – but we would still love to hear from you.

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A happy New Year to you – and 2010 looks like being an exciting one in the wonderful world of SharePoint

Here at Pentalogic we have a good crop of SharePoint New Years Resolutions.  We thought we would share them with you now – so that you can hold us to them if our resolve waivers down the line.

So here they are:

1. Join a gym.
2. Give up chocolate.
3. Read “War and Peace”.

OK, so we’re never going to stick to those, lets focus on something realistic.

1. Get all of our products “SharePoint 2010 Ready”. We are quite confident about this one. We have put a lot of work in already and we think we are pretty much there on several of the products, although there is still more to do.  And of course the SharePoint 2010 we see now could end up being very different from the eventual release candidate – so there may be even more work to do that we think.  But we have been here before with the move from 2003 to 2007, so we know the drill and we are confident that our products will be ready in good time.
2. Issue v3 of Planner. Planner is one of the best quick and easy SharePoint planning tools on the market and we are keen to keep it simple – that’s what people like about it.  SharePoint isn’t really the place to do full blown project planning – if you want an all singing, all dancing, project management suite then there’s Microsoft Project.  But if you want a smart and simple planning tool that works inside SharePoint then our Planner is ideal.  We have a long list of development ideas but this years new release will focus on using Silverlight to enable a more flexible, responsive and attractive display.  This will allow us to do all sorts of things that you have asked for that haven’t been possible up to now like drag and drop, rich text tooltips, multiple columns and summary tasks.  We are really exiting about Planner v3 and hope to release it in the summer – so watch this space.
3. Find out how our stuff gets used in the “real world”. We need you help with this one.  We were looking through our client list the other day and were amazed atr the range of organizations that use our stuff.  There are lawyers, military people, charities, Universities, power company’s, health clubs, TV channels – the list goes on!  It would be just great to know what our Planner, Reminder and PivotPoint get up to once they’ve left home.  We would love to here from you on this, so please get in touch and tell us how you use our stuff.

So, those are our new years resolutions – what are yours?

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Some of you may have noticed that with the introduction or our new website we also seen to have lost a product – CrossTab. Don’t Panic!  It’s still there, we just changed the name. And why have we done that?  Well with the exception of us here at Pentalogic, and a few hard core number crunchers out there no one seemed to understand the old name. Not that many people seemed to know what a Cross Tab is. And if you Google it this is what you get: “A Cross Tabulation – often abbreviated to “crosstab” is a statistical technique that establishes an interdependent relationship between two tables of values, but does not identify a causal relationship between the values.”
Phew, sounds like hard work! Actually it’s pretty simple – it’s just what an Excel Pivot Table does – which is why we have changed the name to “PivotPoint” – which we hope will make sense to a lot more people. Like a Pivot Table, Pivot Point is one of the handiest little data analysis tools you could wish for.  Use it to get a quick a quick and easy to interpret summary of the numerical data in your SharePoint lists. You can see some sample uses here, or take the video tour here. or try it for free for 30 days. Since we were somewhat lacking in inspiration when it came to finding a new name we picked the brains of lots of SharePoint users and experts.  The suggestions for PivotPoint came from Kirill Kirg in the MOSS group on LinkedIn.  So many thanks to Kirill! And as always, if you have any comments or suggestions please do get in touch.

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We like to think that the standard support we offer as a part of our licensing is pretty good.  We are after all one of the very few companies in this market place offering all customers free telephone and email support. All backed up by our full 90 day money back guarantee for anyone who is not fully satisfied.

However some customers have requested a higher level of support and for this reason we have now introduced optional Premium support, for an annual fee.

The main benefits of Premium support over and above our standard support package are guaranteed response times on support calls and free major version upgrades. The major version upgrades could well prove to be particularly useful as we are planning new major version releases or both Planner and Reminder in 2010.

You can see full details of our Standard and Premium Support packages here.  If you are an existing customer and would like to upgrade to Premium Support please contact sales@pentalogic.net for a quote.

Whilst Premium Support will offer an enhanced service we would like to reassure you all that we remain committed to offering the highest possible standard of support to everyone: Premium Support Subscribers, standard license holders and those using the trial versions.

As always, we welcome your comments and suggestions on this new service.

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If you have visited our website recently you may have noticed that we have changed our pricing.  Just a quick note here to explain what we have done and why. Firstly we wanted to simplify the pricing of Reminder.  People often commented on how confusing the licensing structure was with a combination of server licenses and web part license packs.  So we have simplified this and also reduced the price, so that the price of Reminder now falls more in line with the pricing of other Alert enhancement web parts on the market.

Across all of our products we have also introduced 2 new pricing options, which we hope will help to make our software more affordable for a lot of customers. Firstly, we have introduced “Starter Packs” for each of the products, priced at $199. With these we hope to make our software an affordable option for smaller businesses and small SharePoint installations.  The starter pack license can be used for SharePoint installations using a single Web Front End (your database server can still be separate) and up to 25 users. We thought it was important to introduce this level of pricing not only because SharePoint is becoming so widely used by smaller businesses, but also because of the way SharePoint most typically gets deployed within the Enterprise. The research for our free white paper so SharePoint End User adoption showed that very often SharePoint is initially utilised by one team or workgroup within an organisation, before gaining more widespread organisational use.  Our new $199 Starter Pack Pricing means that our products will now fall within budget for a small team or workgroup deployment. We have also introduced a new “3-pack” license, which is a mid way option between the single server license and the “unlimited use” site license.  Research amongst our existing customers showed that very many farms use 3 Web Front End servers and separate indexing and database servers, so our 3-pack license offers an ideal and affordable solution for many farm deployments. Adding these options to our Free Non-Profit licenses and 25% educational discounts means that we now have a pricing structure that we hope offers an affordable solution for everyone. We hope you agree, and if you do have any comments or suggestions please get in touch.

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