Baby Steps

I read IBM's "smart home" announcement today with interest (http://www.pcworld.com/article/185856/ibm_to_show_smart_home_devices.html).  But, frankly, I would have liked more.  Talking about linking media and "smart" thermostats isn't really earthshaking.  I have that in my home today.  And, the reality of what is currently available is, well, pretty basic.  But, there's a reason for that of course.

I think the conversation I had with the installer of my TXU "smart" thermostat (http://www.txu.com/residential/itherm_WebOffer.htm?WT.ac=DSMHP)tells the story well.  TXU currently offers homeowners, like myself, a thermostat that includes a wireless connection to your home wireless router and allows you to program it through the web and get reports regarding your energy useage.

The installer told me that when TXU started the program, they learned a lot as they went. 

• TXU didn't ask prospective customers simple questions like:  "Do you have a high speed Internet connection (DSL, Cable, Wireless) and wireless router with available Ethernet port?"  Instead, they asked customers if they had Internet access.  "Of course" answered a number of customers using dial up.  No high speed connection, no router - big problem.
• Many customers didn't know how to disable firewalls in their PCs and routers that got in the way of the thermostat's communication.  And, by the way, neither did the installers.  They're heating and cooling experts - not network "geeks".
• A number of customers got the thermostats simply to replace an old analog thermostat and have absolutely NO interest in using the web-based tools available to them.  Most of these folks hardly use a PC and could care less about the Internet.  (Yes, these people still exist!)
• Many installations took HOURS - up to 4 and 5 hours to install this relatively simple device!  (It took 20 minutes at my house.  I didn't need the "training" he was supposed to give me on how to use the web-based interface...it really was pretty darn simple!)  And, even then things didn't work.
• I have a friend (who is in the tech area by the way), who told me that she never HAS been able to get the thing to work at her house.

Therefore, I think that before the "smart home" takes off, companies that are in this market segment will have to:

• Not be afraid to ask prospective customers a fairly robust set of questions to make the installation process as painless as possible for both parties.  Better to be prepared than attempt installs that fail.
• Understand that not everyone is ready for the smart home - choose prospective customers carefully.
• Train installers in multiple technology facets.  These folks will have to know a bit about power, communications, PCs, applications, and media devices.  This will mean a pretty significant investment in training, but one that will pay dividends almost immediately.
• Make things SIMPLE.  The more complex everything is - the more chance there is for something to go wrong.  And, of course, if it's complex, most people won't take the time to figure out how to use it - it's just a waste of time to them!

So, we're just taking baby steps in the smart home arena right now - and we have a long way to go.  I don't think the technology itself will hold things up - but I do believe that without proper planning and training companies delving into this area could end up spending a lot of $$'s and having a lot of unhappy customers in the near term.