"The Prosecutor's office put up a brick wall. Told us we had to get better evidence. I though we were all on the same side." Tyrone's discouragement was evident, even across the phone wires.
"Still planning on making a move?"
"I'll talk to you later." The phone went dead on Scott's ears.
He had clearly said a no-no on the phone.
* * * * *
Cambridge, Massachusetts
Lotus Development Corporation headquarters has been the stage for demonstrations by free-software advocates. Lotus' lawsuits against Mosaic Software, Paperback Software and Borland created a sub-culture backlash against the giant software company. Lotus sued its competitors on the basis of a look-and-feel copyright of the hit program 1-2-3. That is, Lotus sued to keep similar products from emulating their screens and key sequences.
Like Hewlett Packard, Apple and Microsoft who were also in the midst of legal battles regarding intellectual-property copy- rights, Lotus received a great deal of media attention. By and large their position was highly unpopular, and the dense univer- sity culture which represented free exchange of programs and information provided ample opportunity to demonstrate against the policies of Lotus.
Eileen Isselbacher had worked at Lotus as a Spreadsheet Customer Service Manager for almost two years. She was well respected and ran a tight ship. Her first concern, one that her management didn't necessarily always share, was to the customer. If someone shelled out $500 for a program, they were entitled to impeccable service and assistance. Despite her best efforts, though, Lotus had come to earn a reputation of arrogance and indifference to customer complaints. It was a constant public relations battle; for the salespeople, for customer service, and for the financial people who attempted to insure a good Wall Street image.
The service lines are shut down at 6 P.M. EST and then Eileen enters the Service Data Base. The SDB is a record of all service calls. The service reps logged the call, the serial #, the type of problem and the resolution. Eileen's last task of the day was to compile the data accumulated during the day and issue a daily summation report.
She commanded the data base to "Merge All Records". Her computer terminal, on the Service Department's Novell Pentium-server net- work began crunching.