Coyote Blog

How often does Amazon fail to deliver Prime shipments in two days?  I have no idea -- I know it has happened to me sometimes, but they don't publish the metric.  What is the average wait time on the phone with the IRS?  We don't know.  What is the average wait time at a TSA checkpoint?  We don't know.

One thing we most certainly do know, and can know any time on any day, is the current wait time for any Disney ride.  I bring this up because some goofball in the Obama Administration made this absurd statement trying to justify the lack of transparency for VA wait times:

When you go to Disney, do they measure the number of hours you wait in line? Or what’s important? What’s important is, what’s your satisfaction with the experience?” McDonald said Monday during a Christian Science Monitor breakfast with reporters. “And what I would like to move to, eventually, is that kind of measure.”

Bruce McQuain rightly points out the downside of a longer wait for Space Mountain is just a tiny bit lower than the downside of waiting for heart surgery.

But I want to add that this statement is not even close to being factually correct on its face.  Here is an example of a site that has Disney ride wait times in real time, but there are dozens of apps and sites with this info because Disney makes the data public in an API most anyone can access.  (My favorite is Touring Plans, which has built a whole Disney trip planning business on top of Disney published wait time data -- as an aside, if you are a Disney fan or future visitor, you should join).

But I would go further.  I know for a fact that Disney spends a ton of time internally planning and improving ride throughput and capacity entirely with an eye to reducing wait times (and also, by the way, to making design changes that make ride waits more enjoyable with in-line activities).  They have a sophisticated operational research staff working on this all the time, and they are constantly tweaking their Fastpass system which would not even begin to work correctly if they did not understand ride wait times down to the second decimal place.  And by the way, if their management found out that some folks in their organization were fudging line wait time data, I am pretty sure the offenders would not be working there any more (as they are at the VA).

Postscript:  I am still amazed by the fail here.  Anyone who has been to Disney even once will know that all wait times are displayed all over the park on boards, and that at each ride, every few minutes a customer will get an electronic card at the beginning of the ride that precisely times their wait.   Seriously, where do they get folks like this who can blithely utter nonsense as if they know what they are talking about.  The whole premise is screwed up.  Yes, good service companies measure overall satisfaction. This is marginally useful data, but what does one do with it?  To really fix and improve the experience, one also has to measure many important bits of the experience.  Saying that one should pay attention to only one output metric and nothing else would get you laughed out of any quality course I have ever been to.

Update:  Also, I would add that there is a lot of market pressure on the wait time issue pushing Disney to improvement on lines, market pressure that does not exist on the VA (which is one reason they totally lack any accountability).  Disney has its FastPass system for helping guests manage ride waits, but both Universal and Six Flags have their own different systems (Universal has a higher level ticket you can buy that gets you preferred access to all rides, Six Flags Magic Mountain has a pager system where you tell it which ride you want to do next and they page you when your place is ready).

I love the convenience of having my photos online and share-able, and especially having them backed up automatically as I take them, but the problem is that all the major sites seem to have a dream of being the last internet site standing, and want to keep all your photos in their little universe.  Shutterfly, Facebook, Google, Flickr -- they tend to only allow sharing within their little universe (though I am hoping for good things from Google peeling photos out of Google Plus).

Basically, sending your photos to these sites is a bit like sending someone to North Korea - they go in but never come out.  Someone just shared a shutterfly album with me and God forbid you want to actually save some of the full-resolution images rather than just buy prints from them.  At best these sites have some kludgy way to download full resolution photos one at a time, but it is never, ever easy and none have, as far as I have been able to see, a batch download function.  Flickr is the best in several ways due to its API that lets me automatically share albums and photos pretty easily in WordPress, but its core interface is now so ugly with the revamp a few years ago that I can barely stand to open it (and they tend to change names for the same damn thing - set, album, collection, etc - depending on which menu or context you find it).

My company has over 20 URL's for various recreation facilities we manage.  I do all the design and maintenance of these myself, generally using a shared core design with some color and content changes.  Since this is just a side job for me, I often put it off and unfortunately things get dated fast.

For a while now I have been wanting to experiment with a content management system to ease the maintenance of multiple web sites.  So over the past couple of weeks, I have played around with various CMS's.  I was intrigued for a while by ExpressionEngine, but the fact it was not public domain (ie it charges per site licenses that would be prohibitive for me) finally killed the deal.  I also looked at Joomla and Drupal. 

Eventually, I settled on what many will consider an odd choice:  WordPress.  Yeah, I know, its a blogging engine.  I know quite well, because I am in the process of converting both my blogs from Typepad to WordPress.  I chose WordPress for a few reasons:

• I understand the blogging paradigm, and so I have a good sense for how the content will be handled, and the limitations.
• I am, having messed around with my blogs, comfortable with the WordPress templating system.  Though certainly more limited than ExpressionEngine, it does what I need to do. I am moderately facile in CSS and PHP, the two real requirements to make a good template.
• Most of my sites are simple.  The only two API's I really need to plug in to are Google Maps and Flickr, and I have tested and am comfortable with the available WordPress plugins for these.
• I want to begin, carefully, to let some of my employees be able to add and edit some content (e.g. changing store hours).  I think the wordpress interface is pretty accessible to some folks who may be new to online content and gives me the amount of control I need as an editor.  For a noob content contributor, WordPress is far more accessible than other CMS's.
• With a static site, I have an advantage over a blog in that I can turn on full site caching to speed up the site (via WP-super-cache).  I also added an SEO plugin to make my permalinks and pages more SEO friendly, something I don't care that much about on my blog.

I think that the first site came out pretty well, and I don't think its obvious that it is built on a blogging engine (site here, for our Arizona snow play area).  The biggest internal debate I had was whether to go with fixed or variable widths.  I actually went the opposite way of most modern programmers, moving from variable to fixed rather than vice versa.  Most of my customers, as shown by my server logs, have slow and dated computers and monitors, so I think fixed width makes sense. 

Yeah, I know that no one will ever consider me a l33t h4x0r for using WordPress, or even for using a CMS at all, but I was absolutely thrilled how fast the second site is going up now that I have built all the templates and functions I need.  More reports to come  (and hopefully this site will soon be on WordPress, but I am not holding my breath.  Still having trouble with brinking over the permalinks so they all work right).