Monthly Archive for July, 2006



232 views

Value Curves

Social Media Value Curve
Here is a handy little diagram I made after I listened to the Marketing Monger podcast interview with Stan James of Outfoxed and I checked out this post on the Outfoxed blog. The more users you have in a social network, the better, but only until a certain point. This can be called the Social Network Value Curve. The Tipping Point into uselessness?

featureitis
Kathy Sierra wrote about the same curve regarding number of feature/value in software, aka “featuritis” (this could even be applied consumer electronics, or government, many things). She tries hard to not point to the the 37 Signals “less is more” mantra. I’m not sure if this is a standard deviation type of curve, but it looks like we have something here. I am sure there is already a ton of research on this, I just don’t know what name it goes by.

Update:
It’s the The Law of Diminishing Returns, right?

Update:
The Diffusion Group writes about the rise of social networks, and mentions Metcalfe’s Law:

a network only has value if the value of the system is proportionate to the number of the users of the system (i.e. “friends”) squared.

So what do you call it where Metcalf’s Law meets The Law of Diminishing Returns?

Update 8/18/2006
Om Malik interviews Bob Metcalf on this topic at the Om and Naill Podsessions podcast. Bob says that Metcalf’s Law moves up to a higher order, and keeps moving up to increase value. There is a network within a network within a network.

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Egonomics

egonomics
I got a spam e-mail at my work to my department’s collective inbox (it gets all kind of spam I get to delete) about a new book called Egonomics.

egonomics: the difference between having ego work for or against us. Will be published by Simon & Schuster in early 2007.

Their site is a Wordpress blog, and they are publishing chapters of the book on their blog, similar to the way Naked Conversations did. Their blogroll does not link to other blogs, but only to traditional media outlets like Fast Company and HBR. They have been writing since 2/2006. They have no comments or trackbacks. They are using Technorati, but they have links in neither Technorati nor in Google. One other person has bookmarked the site in del.icio.us, and it happens that that have tagged 22 other site (at the time of this writing) with the tag egonomics. I have a feeling this is one of the authors using del.icio.us for research.

The subject matter seems interesting. It is like the other side of decentralized control. It is the top-down approach that we all love to talk badly about while we praise the innovations of kaizen and talking with the employees further down the org chart. And talk about ego, they don’t appear to joining the conversation in public (no comments on other blogs). And spamming to promote the book? Bad. It seems the book may offer insights on how to keep your ego from ruining yourself or your company. In the case of their blog, did they let their egos keep them from joining he conversation since no one has linked to them?

If you are going to use a blog to promote your book, please follow the rules of the blogosphere. Actually, it just struck me that not contributing to the conversation is a very clever tactic that is on-theme with the book. If this is the case, nice work. I just took the bait! Very clever. If not, please contact me authors of this book, and I’ll be happy to help.

Update: They appear to be talking with various people via e-mail. I guess the people giving feedback are not bolggers. The authors are posting people’s feedback e-mails to the blog.

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164 views

Free and Open Thesaurus: Wikisaurus

Did you know WikiMedia has a thesaurus? http://en.wiktionary.org/wiki/Category:Wikisaurus It needs a lot of work, (only 150 entries at the time of this writing) so go and contribute.

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Dell Needs to Innovate in its Support Channels

Nick Carr writes that while Dell was able to innovate with its made-when-you-order supply chain and direct sales to cut costs, they also need to have a direct support channel, since they have no dealers. And the money would have earned with this innovation now needs to be spent on customer support. They did put up a blog this month.

But there’s another side to the PC business: the support side. And here, the direct model looks less attractive. If, after all, you’re selling directly to customers, you have to shoulder all the related support costs, from handling information requests before the sale to taking and tracking orders to handling service inquiries after the sale. You can’t offload any of those costs onto resellers or retailers or other distribution partners – because you don’t have any distribution partners.

Off-shoring the call center to India is not as innovative at their just-in-time supply chain, and now they are paying the price since this was not factored in. I think the lesson is to innovate in as many areas as they can. One commenter writes that if they let users support each other through message boards and wikis, they might not have this innovation imblanace. It appears Dell does have a community forum. Could a wiki really be the tipping point? Is Dell doing all it can to recommend the support forum to its customers, or is this just an afterthought? Could Dell create a support strategy around using a wiki and looking at customer support as a strategy to cut costs instead of incur costs? Motorola has put up a wiki for its new Q phone. I am eagerly awaiting a report from Motorola on the number of calls and e-mails they receive on this model in comparison to others.

Again, (I seem to do this with a lot of posts) we look at Apple’s strategy. Non-commodity parts may cost more, but it means there are less variables (fewer models) for the support channels to deal with (keep it simple). Apple Stores provide the Genius Bar, a way to talk to a support rep in person. The Apple forums are used by many dedicated users. User experience is baked into every aspect of the business.

Good user experience is not only good for the customer and the brand, but it keeps revenue in the company. As you can see, market share is not everything. I would go as far to say that market share is not sustainable over the long term if your user experience is bad. Who’s the real rock star here, Michale Dell or Steve Jobs? Sure, Michael Dell is the rock star in the supply chain management world, but most end users do not see Dell as the rock star, they see Jobs as the rock star. Jobs’ strategy continues to touch the customer well after the purchase. Dell’s just does it by delivering it to you when you want it, a one time thing.

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158 views

The Problem With Home Media Servers

The Diffusion Group reports that another reporting body (un-named and no link to it) is reporting that home media servers are set to grow to 150 million units sold in the US by 2010. The Diffusion Group argues that these numbers seem pretty high. They also claim the report does not define a home media player. Are we just talking set top boxes or iPods as well?

Also, yesterday, Sony announced a new media sever here. They claim it can stream media from both iTunes and Windows Media Player, as well as their own Sony CONNET service.

These features and projections are all fine and good, but I think there are two big hurdles to overcome. Being in a position where I help end users of home media servers, I can speak of the user experience problems that some of these product have. If these cannot change, mainstream adoption will stay low.

•DRM
DRM (digital rights management) interferes with a good customer experience. DRM is an attempt to keep formats proprietary to specific players. The industry (the RIAA and DRM media vendors) claims that it is to prevent piracy. Customers do no have th right to choose what file format they can play, they are stuck with the format the the vendor has chosen and/or licensed with. It is a format war, and the customers’ user experience are the civilian casualties. Music purchased on Napster, Rhapsody, and YahooMusic can only be played on very specific devices. Music purcahsed from iTunes can only be played on iPods. Some CDs do not allow you to (or make it difficult to) make the backup copy you are entitled to make under fair use.

•Network Security Roadblocks
Most computer operating systems and routers have so many security measures built into them that plug-and-play is not a reality when connecting to a home media server over a local network. With poorly designed media server software that does not automatically open a clear path to the media along with the failure to fully adhere to set standards (like UPnP or DLNA) and expectation, “home media server” as a brand becomes synonymous with long support calls, networking headaches, bad user experience.

This could be why we do not see a wireless iPod. Network security obstacles would interfere with the user experience. For the same reason, this could be why Apple has their own platform which they have total control over: AirPort and AirTunes integrated with iTunes.

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119 views

Customer Experience Management

Tom Foremski wrote about a new company called Interwoven that specializes in a new service they are calling Customer Experience Management with work-flow tools. Sounds like a great idea. It does seem a little buzzwordish, but it is definitely something that is going to set a business apart from the competition if you are not able to do it internally.

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Customer Service in a Web Democratized World

Irving Wladawsky-Berger
Via the Emergence Marketing blog, there is a great post by Irving Wladawsky-Berger of IBM on how great customer service will make or break a company thanks to the “word of mouth on steroids” that blogging and social media provide. It is great to see there is someone this high in a company that gets it. Link:
The Critical Importance of Customer Service

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204 views

RIP Google Homepage?

google homepage
For the last 2 weeks or so, Google.com/ig aka Google Homepage aka Google Feedfetcher, my RSS reader of choice has not been loading most of the feeds. I had to painstakingly pick all of the feed addresses out of the source (no OPML :( ) and saved it into a text file. So I’ll be looking for a new reader. I prefer this type of reader because I want to read the freshest posts, not every single post. I’ll judge a story by the headline, and open it to a new tab if it sounds appealing. I don’t get bogged down with the 80 posts I have not yet read in something like Google Reader. Check out the disscussion at the Google HomePage Google Group.

I tried Netvibes a couple months ago, but it seemed bloated and buggy.

Update: I had too many feeds on one page, and now that they have the tab feature, you can just put feeds on another tab if it gets too slow.

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Labels for Content Producers

label
There is a debate about what to call content made by someone other than the traditional content creators. There are the labels “user generated content” and “citizen media,” and a couple others. Blogs, wikis, podcasts, and viral videos on YouTube or Google Video are easy for almost anyone to make and distribute. Let’s think about the three types and the motivations behind each.

· Companies
The most important distinction between a Company and the two labels below is that the Company Created Content is usually faceless or has little personal branding attached to it. Companies will create content because it is in the commercial interest of the company. But, if it adds value to the customers’ experience, this a good thing. If the company places commercial interest above customers experience, they will have problems. I think this is a basic journalistsic principle, is it not? The two must meet in the middle to be relevant to the People. Companies in traditional media put commercial interest (because they make money with advertising) above customer experience (the right for the people to know). They also avoid certain political issues because of the way industry lobbying and political corruption works. Both are flawed and impure. However, the New York Times is to be commended on breaking the story about the tracking of bank transactions, a bold and unusual move, no doubt, inspired by the “the people’s right now know” spirit of the blogosphere.

· People
People will create content because they want to evangelize, warn, make people laugh, tell their friends about goings on, or get internet cred. They may also want to report stories that mainstream media Companies referenced above will avoid for political or commercial reasons. Lastly, they might do it for commercial interest (personal branding). You have heard that people say money matters the most when they hate their job, but that say it matters least (or not first) when they like their job, right? This tells you a lot about the motivation behind why a Person creates content.

· Mavens/Evangelists
These are A-list bloggers, thought leaders, edgy corprate bloggers. They create content for a combination of these reasons listed above. They are a cross between a Company and a Person because they may be using their personal brand to represent a company, but at the same time, they do not apply the filters that the company might put on them. They can get in trouble, but it is worth the risk/reward.

So both a person and a maven/evangelists are users (of computers), so throw out “user”. A person and a company are opposites. So my proposal is: Company Created Content, People/Person Created Content, and Mavens/Evangelists Created Content.

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512 views

Paid Posting is the New Splog

trashJackie Huba wrote about a new “service” PRWeb is going to launch where they will play bloggers to write about a product or service. Her headline is “Evangelists work for free” (I like that). Coincedently, there is another “services” just announced by MindComet called PayperPost (no link-juice love for them). This is blog payola.
Commetns by Jeremiah Owyang, Marshall Kirkpatrick, Jason Calacanis, Shel Israel.

I think it is going to be pretty easy to use the already existing tools of the blogosphere (Blogger.com’s flag feature to tag splogs, Technorati has some sort of feature also).

Here is why it will fail. Part of blogging is about personal branding. Bloggers get Technorati juice when the they write real, meaningful content. So anyone who is going to try and use these “services” are going to come from nowhere, they have no credibility, so they will be irrelevant. They can try to pollute and game Technorati and Sphere, but I think these companies are smart, and will, with the help of the blogosphere, tag them as splogs.

No A-listers (the only people who might be able to make some real money from this) are going to use these services because then, their authenticity and credibility will be shot when we eventually and delete our links to them and unsubscribe them from our feed readers .

Here is another reason it will fail. Sooner or later, we will find out who the clients of these companies are, and then we can all point and scowl, and that is bad PR for that company. Bloggers will boycott their product or service.

It is so easy and inexpensive to put a personal face on your company, it just amazes me that a client would do this. The irony is the same medium they are trying to game will ruin them. It is playing with fire. It is like bad (intentionally deceptive) character blogs all over again. I can just imagine some clueless ad executive telling someone in passing who happens to be a blogger “yeah, we are using this new service, PayPerPost.” BAM! You’re dead.

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