Every season software vendors roll out updated versions of their software and users cringe. Many users will not even install the update until it's been proven by others in the field. Some install the new version and, at the slightest obstacle, re-install the old.

This fear of change causes a self-fulfilling prophecy that the new software will "never work," and leaves the user with outdated technology; operating below his or her optimal productivity. It is not as though the garment and textile computer industry is the only one with bugs. Even software as common as Windows98, which had "beta" testers in far higher quantities than our industry-specific software, still made it to market with plenty of bugs.

A calm clear approach using the following tips can help with any software upgrade.

Before installing an update, read the information that accompanies the software to see what changes to look for. If you have no formal update copy, call the vendor and ask them to fax you a list of the changes. Many houses have formal previews of the latest software presented to user groups.

Don't be afraid to ask for a demo of the latest software, if a user group preview was not available or if there is a long time between the preview and the time the upgrade is actually release. If a particular area of the software has many changes and it is one that you rely upon regularly, find out if there are any known bugs and their work arounds before you get involved in the upgrade installation.

If A, then B...if B then what?

Fixing one problem can cause new ones. It is a never-ending cycle. To add to the confusion, some houses have policies to not REPAIR BUGS if you do not complain directly to them, and then they may fix only the one you complain about. The underlying, if somewhat stupid, theory is that if you are not complaining, you are probably not using that part of the package, so why aggravate a stable
situation?

Computers are all about change. It takes several kinds of software, including an operating system and various applications, to operate a computer. All of them have to be in sync and all get updated at different times. A software house may use a test or "beta" version of an operating system while developing their next release. However, you may not yet have this operating system installed on your computer when you receive the update. This can complicate installation and operation because so much of the software is intertwined.

Once a user has committed to an update, he may find another obstacle. Files created in the new version may not be read in older versions, forcing all common file users to update at the same time. It is really important that users discuss all the implications of an update before installing or uninstalling one.

Pick up the phone

Updates typically provide the user with an opportunity to have direct input and guidance from the software's vendor. For those users who "don't think it's their job," to test and help "de-bug" software, consider this; the user that interfaces the most with the vendor usually has the software developed to fit their needs. If you ask a vendor who their most proficient users are, they will probably tell you the same users who have good relationships with customer support. Those relationships can mean quicker response to the issues that are most important to you. It's not that the support people ignore the callers that they are not familiar with, it's just that those who call in with problems that have already been confirmed as real issues are responded to faster. The support person is confident that the "bug report" is accurate, repeatable and (hopefully) easily repaired. It makes sense to investigate those complaints first. Probably the bulk of bug complaints come from inexperienced users who are not actually experiencing bugs, but who are not using the software properly. Back to basic

Often users stay focused on updating only the software that they use most often. Keep in mind that updating the operating system, and keeping up with its requirements, is just as important. This all gets back to the strategic planning that even the smallest of companies must do with their computing hardware and software. The hardware is the foundation of the structure. It should be enhanced regularly, and replaced after about three years. New software will not run well on old hardware. That is not to say that it won't run at all, it's just that the benefits derived from new software may not be evident in an old system that runs more slowly and may not have enough RAM or processing/paging space to handle the calculations. Eventually updates become more detrimental than beneficial. Chances are that the software owner (your company) is paying for maintenance, which includes not only helpdesk support but also upgrades. If your hardware is not being regularly updated, money spent on new or improved software is wasted because it will not operate at its best.

If you are not sure which upgrades to pursue, first ask the application software's vendor what operating system they use for development. Then find out what the recommended specifications are for the hardware upon which the operating system runs. If your system runs on a network, see if the vendor is aware of any interface problems with network software. If it's possible, update your operating system before you update you application software. That way, some of the problems that come from layering new technology over old may never arise.

Swat!

No one said this would be easy. Once you own a computer, you become entwined in a much larger entity. Keep in mind that your best bet is to keep an open line of communication with the software house's help desk. These people can guide you through the rough spots. Bugs will always arise, but help desk staff can be pretty effective exterminators. They are the communication bridge between user and programmer. If you utilize this service well, you too can have a voice in your own software design and development.