The Iceberg Effect of RIS Features and Functionality
When selecting a RIS, as in personal relationships, first impressions are everything. RIS vendors know this and capitalize on that fact. They know that you don’t have enough time to fully research your RIS selection so they devote all their development attention to the highly visible features that you see during a product demo and not necessarily the deeper and more important features and functionality that should exist within the product. I like to refer to this as the “iceberg principal”. Just as only about 15% of an iceberg is above water (and visible), the same is true with a RIS product. The visible 15% is where RIS vendors spend all their efforts because they know that it has to catch your attention and your business. Unfortunately, making a purchasing decision based on that exposed area can be a huge mistake because it’s only when you look beneath the surface that you see how big, solid and deep an iceberg (or RIS product) really is. Buyers who take the time and effort to look beneath the surface of a RIS product, often see a completely different, and sometimes disturbing view of the product and/or vendor.
Yes, the user interface is important as are the data fields and their arrangement on the screens and even the screen appearances in general. But, what if the product’s features are very limited and what if the product is not configurable to your specific needs? Then, it’s like the Model-T cars back in the 1940’s (i.e. you can pick any color as long as it’s black).
What if the RIS has no capacity to grow with your needs? Then, it’s like putting a goldfish in a small bowl and not being able to change to a larger bowl when the fish inevitably grows larger.
What if the RIS is relatively new in the marketplace and is riddled with bugs? Then it's like buying a car that you quickly realize is a "lemon" but unfortunately, there is no "lemon laws" when it comes to RIS software.
What if the RIS is proprietary and refuses (or makes it cost prohibitive) to interface to other vendors? That would be like buying a house and then having to buy all your furniture and appliances from the same home builder indefinitely.
Bottom line: The deeper you look below the surface of a RIS, the more accurate view that you will get of that RIS in terms of product depth, features, functionality, configurability, etc. Truth is that most RIS vendors really don’t want you looking below the surface. Unfortunately, buyers don’t usually look below the surface until after they purchase. Because of limitations on their time, they make the dangerous assumption that what is below the surface is as good as what is above the surface. I’d like to hear from you. Hopefully you don’t have a lot of “beneath the surface” stories to share, but if you do, maybe others can hear from you and perhaps avoid themselves.
Introduction
Ok, I admit it - I love to share my thoughts with others. I’ve always felt there is a lot for me to learn and if I can share some of the things I’ve learned, then I can extend the benefit to others. As I’ve shared with many of you over the years, you’ve told me that you appreciate my writings and you’ve urged me to start a blog to share with the industry. So it is with that constant urging that I kick off my blog. I dedicate this blog to the employees, customers and friends of Swearingen Software who have been a part of our success for the past 27 years and hope my writings will continue to bring you new knowledge.