Perspectives: 3Com's Audrey Shines

The recent closure of 3Com's Ergo Internet division and subsequent recall of its Audrey Web appliance might indicate a market-induced failure, but behind the scenes an important feat took place - the beta test. As one of the select group, I was able to see the true importance of Audrey; not the device itself, but rather the extensive process behind developing such a product.

Organized by Beta Test Services, a division of 3Com, the test began last November and was expected to span over a year. 3Com had already gone to market with an initial version of Audrey, but planned to add a vastly improved feature set. Test units downloaded upgraded firmware over the Internet throughout the beta, adding new channels and correcting bugs.

Upon first inspection I was not overly impressed with Audrey. While neat in concept and attractive in design, I was obviously not the target audience. In fact, as consumers recently made clear, simplified Web appliances such as Audrey are seen more as toys with little attraction from even novice computer users. I would soon become grateful for the opportunity however, as I witnessed the execution of an amazing beta test.



Beta Test Services is a little-known division within 3Com that handles internal betas, as well as test services for outside companies. The group seems to understand the true value of beta testing, in which dedicated individuals not only track down bugs, but also help shape the marketplace. Opinions count, and are an integral part on the BTS Web site, allowing testers to submit quotes while reporting issues.

Audrey's mailing list provided constant interaction between testers and 3Com employees. Members from both BTS and the Internet Appliance Division became involved in discussions ranging from support questions to overall suggestions about the product.

The importance of beta testing extends far beyond simply relaying feedback from participants. Beta Test Services was able to gather submitted information and create detailed on-the-fly analyses, in many formats. Color me impressed.

The unfortunate demise of Audrey was announced in early April and testers were asked to complete an assessment survey of the product. In a class act, BTS employees stayed on board with Appliance division head John Powell for the next week to aid testers with last minute problems.

As layoffs begin to plague the industry, I offer one piece of advice to the 3Coms of the world. Never overlook the importance of beta testing and supporting groups such as Beta Test Services. Without their hard work, successful products will become few and far between.

One tester's comments to Audrey coordinators impart a great note on which to end:

"Thanks for being there in the wee-hours of the night when I needed you. Your experience and professionalism really came through in all of the work that you did."

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