Who is UpMan?

UpMan is the online persona of the Uniden Project Manager for Scanner products, and was created by and is currently managed by Paul Opitz. While the two are sometimes treated as being one and the same, UpMan is, in fact, quite a bit nicer than Paul (but not nearly as good looking). The persona was created in 2003 to interact with the scanner user community, and since that time has posted over 10,000 times in forums such as the ones at RadioReference.com, HomePatrol.com, and various Yahoo! discussion groups. Most of these posts are answers to users questions about Uniden scanner products, new product announcements, and the like.

Who is Paul Opitz

Paul Opitz is the Director of Product Development at Uniden America Corporation. In addition to handling the UpMan persona, Paul is the lead product architect for Uniden Scanners. Backed by an exceptional group of software and hardware engineers, designers, and production teams, he is credited with innovations such as creating the Dynamic Memory Architecture used in Uniden's professional-series scanners since 2005, and making GPS-control of scanners a reality. Working closely with industry leaders like Lindsay Blanton at RadioReference.com, he also brought to market the first "self programming" digital, trunk tracking, touch-screen scanner, the HomePatrol-1. He has three issued patents, and several other applications in process.

In addition to the scanner category, Paul is responsible for defining and managing the development of products in the GMRS/FRS radio category, CB Radios, and new category items. He has written a couple of radio scripts (so far) that promote Uniden's CB category ( On the Fritz, On the CB), and written, recorded, designed the set for, directed the lighting for, acted in, edited, and produced several YouTube videos about Uniden radio products ( http://www.youtube.com/user/UnidenUpman?feature=mhee). He has been working in the Consumer Electronics industry for over 30 years.

UpMan's Rules of Conduct

The UpMan persona is one of the first corporate identities created for the purpose of interacting with the user community for any category. As the persona has developed, a few stumbles have led to the codification of a set of rules Paul uses as guidelines for UpMan's behavior on line. Here are those rules:

1. Never, ever, lie.
   • It is OK to be wrong (but own up to it as soon as you realize it) but never, ever, lie.
   • As soon as you are caught in a lie you lose all trust and respect.
2. Be the authority.
   • If you don't know the answer, either don't answer or go find out before you do.
   • See #1. Making up an answer is just another kind of lie. If you aren't sure, say you aren't sure (or IIRC).
   • It is OK to say "I don't know."
3. Never trash talk the competition.
   • Trying to "win" a customer by making the other player look bad makes you look worse.
   • Complimenting the competition when they do something right wins you more customers in the long run.
4. Never react to personal attacks.
   • They don't actually know you, and everyone else knows it.
   • Their attacks make them look bad.
   • Your silence makes you look better.
5. When there is a problem, admit it as soon as possible.
   • Customers are not stupid. Ignoring or denying a legitimate problem is not the way to handle it.
   • If necessary, check with legal or senior management before commenting.
   • Never promise a fix you cannot deliver.
6. Under promise and over deliver.
   • Don't make absolute performance claims -- YMMV is never so true as with radio products.
7. Never get angry.
   • Ok, this can be tough. You can get angry, but your online persona must be above the fray. If it is necessary to reply to an accusing post, reply only with facts.
   • Part of this also means don't get involved in flame wars. Let them burn themselves out, then address any legitimate issues calmly and professionally.
8. Keep a sense of humor.
   • Maybe this should have been #1...
9. Write well.
   • Poor spelling, grammar, and lack of clarity makes the persona and your company look ignorant.
   • Write, read, rewrite, then post.
10. Take individual issues off list.
    • If it can or should be handled one-on-one, then by all means, don't put it on the group lists.
    • Direct messages (when appropriate) are both appreciated and can be used to calm stormy waters.
11. Never hurt the company.
    • Never put the company in a position of jeopardy by breaking any of #1-10.
    • If in doubt, bring in help (legal, senior management, etc).
12. Do what your boss says, even if it means you have to break one of the above.

Why isn't UpMan (or Paul) answering my email / phone call?

In general, direct emails/phone calls are either deleted unanswered or given a brief response that the question needs to be asked in an open forum. Not because of meanness, but because:

1. Questions asked/answered in open forums benefit the entire community (and perpetuate a population of readers who are armed with answers for the next person who comes along with the same question).
2. Time spent doing customer support is time Paul is not spending doing his primary job (defining new product, keeping existing product current, etc). So, such time spent must be of maximum value. This means providing answers to the community, not individuals.
3. Individuals get faster (and sometimes better) responses from the community than from asking Paul directly. He seldom checks work email accounts after work and on weekends. He also is not familiar with all the different systems in use around the country...there is a much better chance that someone in your area can provide a better answer to system-specific questions.

Of course, when it is appropriate, he does get personnally involved in one-on-one discussions to resolve issues. However, these instances are rare, and are usually associated with an issue of broad impact (i.e. bug verification, quality investigations, and the like).

When is Uniden going to (fill in the blank)? Why hasn't Uniden made a scanner that (fill in the blank)? and so on

This is one of the most-asked questions that is almost never answered, so I'll answer it here.

...Release a new scanner

...Release an update for my scanner

...Add a capability to my scanner

When we are ready to announce a new scanner, update, capability, etc., we'll announce it to everyone, and it won't be due to someone asking either in a forum or a private message. it will be because we are ready to announce a new scanner, update, capability, etc. We don't announce right now, right this minute for a few reasons:

1. We aren't ready to announce it, yet.
2. We don't want to give our competition a heads-up that we have a new model (update, capability, etc) with particular features coming out...the longer we wait, the longer we maintain our competitive advantage with new features.
3. In the development process, as features are tested and refined, sometimes features are added, and sometimes features are dropped. Early announcements create a risk of "false claims" criticisms once the product is released.
4. There are some legal restrictions on promoting products that do not yet have certain approvals. Waiting until those approvals have been granted (or are just a day or two away) reduces greatly the complexity involved in making any such announcement.