I was recently interviewed for an article about Google Apps & Outlook Sync (I’m at the bottom; look for Ben). At any rate, here is the direct article quote:
Overall, Benjamin Congdon, a Google Apps systems architect and consultant in Ontario, likes the Outlook sync tool but suggests Google stamp out the bugs faster. “If they can keep up with the ‘known issues’ as quickly as they become known, that will greatly assist in building a better relationship with the Apps admins out there,” he said via e-mail.
Google just released a very positive update to the Outlook Sync client last week. This update addresses part of what I was quoted on: building better relationships with the App Admins. I should also point out that quote sort of indicates I work for Google; I don’t, I’m just a systems architect consultant who happens to work with Google Apps. :)
Prior to 1.8, and presuming you have already migrated your Outlook in to Google Apps, Outlook Sync would sit in the task tray, and spin its little arrow icon around doing stuff. We all know Google is a bit notorious for oversimplifying software, but in this case App Sync was too simple. Better put, there was a lack of information. A spinning icon can’t convey enough information to reflect what is a very complex process happening behind the scenes.
Let’s say an average user comes in Monday morning and finds their contacts are missing or out of sync. The proactive administrator will head to the file system, looking at the Sync Logs, except in most cases the errors are too generic, or too vague (e.g. Outlook has a problem, error 1001 — gee thanks!). More importantly, the end user is looking at a little icon in the task tray that isn’t doing anything, with a broken Outlook staring them in the face. Good deal, no one really knows what has happened, and where things are broken. Transparent software for things like sync is bad, even more so when you’re syncing with a VERY user focused interface — Outlook itself.
There’s something to be said about interactive software — not so much in the end user being able to control things, but rather to let them know what is happening (and without OVER doing it). Users can’t be subjected to this type of situation I just mentioned because the lack of information is very unhelpful, and it’s frustrating for them. They simply don’t know what’s happening, and quite frankly, nor do the admins.
This new version of Outlook Sync provides sync progress indicators for the address book, contacts, calendar, and email (you can turn this off by the way). Fiiiinally! Admins are in a position where the user can happily see the sync working, and the administrators can rest easier in terms of quickly identifying when particular aspects of the sync are failing. So, in other words, if contacts aren’t syncing, the progress indicator will tell us. The lesson here? Selective information is good for users — progress bars are meaningful concepts that provide quick and easy comprehension to whatever is happening. Users can see sync working now, and when it may be broken.
I’m a little tangential with my comments here, partly due to a long day, but this small GUI update is huge for Google. I feel far more comfortable that my Apps users can see the syncs are happening, if they want to. It also helps me diagnose possible issues far, far easier and directly. Ultimately this tiny little GUI change may seem silly or inconsequential, but this is an example of how Google is improving its relationship with Apps admins & their users.