Convergence Q&A: The Answer is in Black and White

Got a persistent software or hardware problem? Be sure your technician has reviewed the release notes!

Confidence is an important factor in customer technology decisions, and release notes can have an impact on this. On one deployment, the technician told the customer, “Let’s hope this update solves the problem.” The customer had serious concerns about the product, and was considering using a different and more expensive product in a deployment that was just launching. In this case, had the technician read the release notes, he could have seen that the problem was listed under “corrections,” and informed the customer. This would have saved the customer a lot of needless worry and research. ?

Write to Ray about this column at Ray Bernard, PSP, CHS-III is the principal consultant for Ray Bernard Consulting Services (RBCS), a firm that provides security consulting services for public and private facilities. For more information about Ray Bernard and RBCS go to or call 949-831-6788. Mr. Bernard is also a member of the Content Expert Faculty of the Security Executive Council (