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NOTE: The goal of this post is not to troll and get attention by posting negative comments about media giant AT&T. Instead this post is intended to help all of us better understand what is happening in the world as we embrace micro-transactive interaction.
At the risk of sounding a little “Hippy”, today our thoughts, beliefs, and consciousness are traversing the digisphere in real-time at the speed of light. Because of this we know things much faster (true or not) and are on the way to becoming a digitally connected meta organism. Patchouli aside, the “Twitter Effect” has been linked to very rapid attendance drop-offs of bad movies (including Bruno), leaving the movie executives stunned and broke. No longer does it take a week or two to hear you really shouldn’t see a movie, it happens instantly. Similar effects have been noticed in politics, and stock trading as well. So what do we do?
We learn!
“The Feed” has the power to share knowledge in a more relevant and timely manner than any other medium that exists today. Try searching Twitter for the answer to a problem instead of Google. I was surprised to find my answer in one search after over an hour working the Google query strings. Even better, The Feed offers responses. If you can’t find what you’re looking for, make a post, ask for a Re-Tweet (RT), or use hashtags (#) to get to individuals who are interested in a specific topic. Connected people are an amazing resource.
So that brings us to the purpose of this post. In addition to being a powerful resource for answers, The Feed is an outstanding tool for gathering insight into customer opinion. The successful companies of today realize that building close, meaningful relationships with customers is the only truly defensible business strategy. In other words, Intellectual Property is easy to steal, but you aren’t going to steal my friends unless I upset them and drive them to you. That’s how social media works. It’s close relationships founded on seemingly insignificant communication transactions that are very similar to those you might have with a friend walking in the park.
When it’s time to address the potential issue of your customer’s viewpoints it’s a good idea to take a long look in the mirror and evaluate how you appear to the public. With the newly available RSS query subscriptions offered by Twitter and Google Blog search it’s relatively easy to set up a series of searches that will provide you a view (a mirror) into the shared opinion of your company (or yourself) by the meta-organism/feed.
We’ve created an example here. It’s an iGoogle page that hosts RSS feeds that are designed to eek out positive and negative views expressed about AT&T. (You’ll need an iGoogle account to subscribe to the tab) but we think it’s worth the price of admission. The story is passionate, dramatic, emotional, and bleak.
In addition to the views into The Feed via RSS windows, we’ve provided a number of links to resources including Hashtags.org, MicroPlaza, Twendz, and TWIST. We would like to invite you to develop your own opinions and discuss them here or on Twitter or FaceBook. What do you think AT&T should do? Do you think these people are all crackpots? Do you think blog posts like this will increase negative comments for companies like AT&T?
We look forward to the discussion.
Screen shot of the iGoogle page.
You can get the shared iGoogle tab here
Posted by Joseph Juhnke on July 20, 2009
If this isn’t a testament to the future of Rich Internet Applications (RIA), then we don’t know what is. Sumo Paint is a robust, feature rich, easy to use (relatively), illustration tool created using Adobe Flex technology. It runs exactly the same in Windows as it does on the Mac. We haven’t heard of anyone using it as a production tool yet but it’s not beyond the realm of possibilities. It is FREE after all. Given Google’s full-court-press in the RIA document space we don’t think it will be too long (minutes?) before they are acquired. We’re taking bets… share yours.
P.S. The picture above was created in 5 clicks. We know you’re impressed. 
Posted by Joseph Juhnke on February 4, 2009
How many times have you mentioned Facebook, Twitter, or Boxee (shout out to Avner and crew!) and gotten the an eye-roll? There seems to be a stigma developing in the industry because everyone (and I mean EVERYONE) is attempting to build community components into their application offerings. The bad news is it’s not going to stop anytime soon. The good news is that providers are getting better at implementing these systems and consumers are starting to experience real value.
So, why is the online community not a fad and/or evil? At its core, the online community is designed to build closer relationships between the consumers and the product/service provider. It’s important to distinguish that online community does NOT always have to build relationships between consumers and other consumers. Social networking focuses on connecting people in online communities. Online community is a higher level concept that is simply about the building of a body of active and engaged individuals.
Why do providers need to build customer relationships? In the early 1900’s it was common to buy soap directly from a human being that ran a local soap store. Customers would go to this person’s store and buy soap, share feedback, make feature requests, and hopefully deliver praise for the proprietor’s products. The proprietor would in turn make products that the customers desired. Today’s consumer packaged goods (CPG) giant Proctor & Gamble needed to reinvent this system because they could not afford to place an individual in every town they wanted to serve and they could not afford to manufacture an infinite number of variations on their product. Instead they created the first Brand and marketed their products (a small subset) using their brand promises to replace the direct connection that existed prior. As America endured it’s industrialization more and more companies chose to use brand instead the more costly direct representative approach to representing their products and today product sales reps don’t really exist except for big-ticket items like cars (oh and we all love car salesmen!). What companies like P&G failed to see was that the cost saving brand approach was also stripping them of their consumer feedback. They, like most other businesses following their model, became disconnected from their consumers who in turn became less excited about their products. They also found that they had to use manipulative marketing messages to persuade customers to buy their products. They had to lie.
Today the world is changing, or in a small way reverting back, to the direct connection model. People are media-saavy and see right through manipulative marketing/advertising attempts to persuade their purchases. To overcome this, smart providers are using online community to reverse the system. Instead of convincing consumers to buy their products they are letting consumers tell them what products to make. Providers are finding that watching customers using their products gives them incredible insights. Listening to them talk about their products does as well. Building systems that facilitate these observations and discussions is what online community is all about.
Google is a perfect example of well implemented online communities. While no one really thinks of Google as a community platform, their free applications connect us (search, email, document sharing, maps, etc) and in turn inform them about our desires, needs, and behaviors. They use this information to make their products better and sell other products to us. In return we love them.
Stay tuned… BT2 is coming next week. We’ll be talking about the “R” word, relevance.
Posted by Joseph Juhnke on February 3, 2009
We, the city of big shoulders, enjoyed more than 10 inches of rain this weekend. It was a gift from our deadbeat friend Ike (so like him to stop by uninvited…). In past posts I’ve talked about how we as a society still have not realized the full potential of our coupling with Digital and unfortunately this story adds further proof.
The rains started falling sometime Friday night. By noon the next day, our basement carpet was soaked by water that was coming in through the outside walls. I, in my typical “I’m on a mission” manner, went out to Home Depot to purchase a Wet/Dry Vac and a sump pump. To my dismay, Home Depot was enjoying a run on all things flood related. People were fighting for bags of leveling sand. There were no vacs or pumps left in stock.
So I think to myself, “Here’s where we test Digital!” To maximize my effectiveness, I logged onto consumer reports on my iPhone (the site works well except for Flash callouts) and found out who made the best Wet/Dry vac for the money. It turns out it was Sears / Craftsman. So off to Sears.com I went. (I’m doing this all in my idling minivan in the Home depot parking lot). I was able to determine that Sears did have the model I sought in stock at a location that was 6 miles away. Yay Digital, I’m now more informed than the hordes of shelf stormers rampaging through Lowe’s down the street. Unfortunately this is where Digital falls down. Sears.com crashed my iPhone before I could purchase the equipment online. I was attempting to purchase the items with in-store-pickup because Digital (Sears really) promised me a special entrance intended for the Digital elite and a dedicated attendant to help me load my minivan. No such luck, however. Digital failed me again when the online store lookup became unavailable. Imagine this drama unfolding at slow-mo EDGE network speeds…painful. I decided to ditch Sears.com and try 411. Perhaps AT&T’s Digital could help? The number the system gave me (even with operator assistance) was a fax line. Not willing to give up I had called my wife, had her look up the store phone number online and read it to me and then called them directly. About halfway through the call with my wife, I start driving to the Sears location hoping to get one of the last items before the hordes pillage the entire place. I dial the number she reads me and I get a computer (hello Digital) telling me that they are experiences call problems and to call back another time. I call three more times and get the same thing.
When I finally get to the store, the hordes are just showing up. The store manager has got all of the pumps and vacs they have in stock and out on dollies ready for the mayhem. I grab my stuff and get in the line for checkout (starting to get long). When it’s my turn to pay I mention that the phone system is having problems and the register clerk tells me that it’s not the phone system it’s that there are only 4 people in this department and they are being overwhelmed by calls for vacs and pumps so they stopped answering the phone.
It’s clear that natural disasters stress all systems, especially digital. It’s also clear that Digital is still too brittle to be relied upon and is only providing marginal benefit when it works. I won on Saturday, but not without an extreme amount of effort. We at Tanagram are continuing our quest to make this better, but we need your help. Please?
Posted by Joseph Juhnke on September 14, 2008
Nate Burgos sent me a link about a new institute that is being created between Stanford University and the Hasso-Plattner-Institute to investigate design thinking. They defined it as a methodology that “melds an end-user focus with multidisciplinary collaboration and iterative improvement to produce products, services or experiences.” Their theme is – innovation – which is no surprise.
This got me to think about how this term has fluctuated since I heard it twenty years ago. My approach to the topic was around several attributes:
Wicked Problems
A Focus on Customers/Users
Finding Alternatives
Ideation and Prototyping
Qualitative Performance
The question is how is design thinking different from other types of thinking? If we take a Western European approach to thought, then critical thinking models revolve around observation, asking questions, research, making new connections and creating a model that integrates new insights.
If you agree with this foundation, then there would be little differentiation between design thinking and other forms of thinking. Can non-designers do design thinking? What is the role of the designer if design thinking is practiced by a wide variety of disciplines and professions?
What has remained constant about design thinking is linked to an improved future. Victor Margolin, in his book The Politics of the Artificial stated “Design is continuously inventing its subject matter, so it is not limited by outworn categories of products. The world expects new things from designers, that is the nature of design”
I used to have conversations with fairly progressive designers twenty years ago about design thinking and that design was as much about frameworks, strategies and approaches as about media artifacts. At the time, they were not ready to embrace this idea and only wanted cursory approaches that could add more legitimacy to the making. Contemporary designers have finally embraced in enough of a critical mass that design is as much about thinking as making.
A few years ago John Thackara proposed to the London Design Council the Project Red Initiative which would have the UK design community address specific social, political and economic issues facing the United Kingdom. The backlash from the design community that the initiative was not in the bounds of design.
The good news is that design thinking, design methods, and design management are all coalescing to create new opportunities for designers to collaborate effectively with other professions around wider areas of interest that are not discipline specific.
Designers have an ability to interact with the the unknown, and the shifting relationships between the meaning of things. This new type of designer is linking design (as a plan) to outcomes that are not necessarily objects. It is here that methodology can help and this is where design thinking comes into play.
Maybe there is hope after all.
Posted by akallish on August 22, 2008
It’s been a little over a year since we made our voyage to Beijing for HCI International and the dustball we witnessed has transformed into an event to be watched by the world. You can join in too on your mobile phone with the help of Google’s new Olympic updates feature. If you suddenly have the urge to shout an obscenity in another teams native language you can use Google’s new mobile phone optimized translator service.
Posted by Joseph Juhnke on August 8, 2008
DUX 2007 is a wrap. We came, we saw, we laughed, we loved, and we even learned. I thought I would spend a few characters writing up some observations. I think first, it’s always important to understand the massive amount of work that goes into putting together one of these events and I know the team that gave us DUX ‘07 was spared no amount of grief. They did a truly admirable job and I would like to thank them.
Thank you!
DUX is not TED, nor is it HCI International, but instead fits nicely in-between them where Living Surfaces used to flourish. A day doesn’t pass when I don’t reminisce about the buzzing energy and enthusiasm for all things interactive that used to eek out of every corner of the Living Surfaces conferences but that’s a story for another time. DUX ‘07 had a nice mixture of creative sensitivity (design) and scientific reason. There were discussions about robots designed to dance with humans, the definition of simplicity, and a ton of thinking done on social networking; fun stuff. Presentations were an interesting mix (about half and half) of representatives of corporate giants and student masters theses. There was a smattering of cool independents, but I couldn’t help cringing when yet another Google or Yahoo! employee got up and started speaking. To further emphasize the vortexes they represent Google even put job postings on the give-away jump drives presented to each attendee. Yikes!
I’d have to say my only complaint about the proceedings was the same one I have at all of the UX / HCI / Ergonomics / etc. conferences; a lack of attention to a few key details. We are experience designers, we care about all of the aspects of interaction and communication and yet repeatedly show a lack of concern for the experience of our conference attendees. For some reason, they decided to pass out printed cards after each speaker’s presentation that were gathered for the purposes of a Q & A session afterwards. This didn’t work out once, questions were poorly worded, lacked relevance, and were often too lengthy to merit responses. The fall-back became, “We’ll post your questions and the answers on the blog.” Why didn’t someone use a live blog to capture questions from cell phones? They could’ve even designed a cool concept to facilitate live conversations the moment the topic was hot in our minds. Real conversations are good things, right?
The other thing that kills me is when the logistics folks provide a really cool looking slide advance gizmo that none of the presenters could use. Yes, I’ve seen this before. The best part is that no one noticed (except for the audience who had to wait for each presenter to regain their momentum after a pooched slide) that there was an issue with the control and made an attempt to correct it. Some presenters in later sessions were even refusing to use the little UFO shaped thing-a-ma-jig.
I realize this is really silly, petty stuff but for me user experience is all about the little stuff. It’s the little stuff that dents brands. Catching the little stuff means you are passionate and engaged and excited about your craft and the industry. This was never a problem at Living Surfaces.
Posted by Joseph Juhnke on November 7, 2007
Merlin Mann recently gave a talk to the folks at Google about his Inbox Zero process for managing high volume inboxes (www.inboxzero.com). While Merlin’s talk was entertaining and well done, I have to be honest, I was left feeling a little underwhelmed by his overall message. He says himself his method is simple common sense and that’s what it is. Luckily, I chose not to end my journey there. Desperate as I was for any help with the hundreds of emails I get a day (some at the talk claimed an unfathomable 600-a-day!) I decided to give Inbox Zero a try. I’m happy to say there’s no turning back now; I am officially a fan and I learned something about myself along the way.
The basic premise is the practice of scheduled email processing sprints (short 5-10min) with the goal of getting messages out of your inbox. There are five actions you can do to any message: delete, delegate, defer, respond (only if you can do it in a few lines), and archive. You may be wondering why it is so important to get email out of your inbox? It’s all about your state-of-mind and the impacts are huge. I had no idea the weight my inbox placed on my life as I spent the entire day using it as a to-do list and watching messages come in minute-by-minute to be responded to in near real-time. Managing my email took so much time I often found myself looking at the clock wondering where the day had gone. Some days I had no time to do my job (or at least the fun parts). The one thing I did get from my email-as-chat behavior was stress, giant fattening scoops of it. Stress has been a very big issue in my life as of late with a new baby, a growing business, a new house being manhandled by contractors, and Russian bomber flights resuming. To my surprise, my wife noticed a change the day I started practicing Inbox Zero. She keeps telling me how much calmer I am now.
The benefits of Inbox Zero don’t end there for me, I learned a little about myself along the way. As I started processing emails, I discovered some actions happened more frequently than others. To some extent this is supposed to be the case, but I don’t think my order is, well, optimal. Take a look for yourself. Here is my current processing ranking:
- Delete – My most common action is delete, as it should be. Most messages are meant to get information into your head and once it’s there, they have no further purpose.
- Defer – This might seem like a bad thing, but the truth is once I finish my email sprint, I can return to thinking about the projects I’m working on and as I work on each of them, I can dig into my Action folder and address the emails relevant to that project. The act of scheduling your day (or NOT allowing your inbox to schedule your day) is very empowering. Deferred messages go into my first of two sub folders titled “Action” awaiting my further attention. My action folder is holding at about 25 messages right now, but never fear, it’s easy to prioritize and respond to a list that short. Obviously my goal is to have zero defers, but I’m not in a rush. Wow that felt good to say. There is room for improvement here, however. As I practice my craft I hope to reduce the number of messages I need to defer. Instead shifting more weight onto the other processing actions.
- Respond – Respond is my third most common action, but significantly less common than the first two. As I mentioned above, most messages are meant to get information into your head. Many of the messages that require response can be satisfied with one or two sentences. No time for a novel that someone else doesn’t have time to read. I delete most messages after I respond.
- Archive – Emails that contain information I may need for future reference go into the second of my two sub folders, my “Archive” folder. The search tools in Outlook and Mail.app are pretty fierce and much more efficient than searching categorized folders. I used to keep all project emails to CMA (sorry not the Country Music Awards) but looking back, I’ve never ever needed one of them so now I just say no. Also, now that I detach attachments from all emails, I archive very few messages as a file backup. I feel like I used to be a pack rat, my email used to own me: not anymore.
- Delegate – The action I do least frequently is passing on work to … wait a minute!
Here’s where the bump on my head starts pushing the anvil towards the sky. Delegate is last? This is not good. As a Director working with a whole bunch of extremely talented folks who can do most everything better than me, it’s a bad thing when the last thing I do is delegate. My job description starts with the word delegate. So what do I do now? Well the first thing I’m going to do is go through my Action folder and delegate as much of that work as I can. After that I’m working very hard to increase my delegation ranking. I’ve done some thinking about why this pattern formed and I’ve boiled it down to my control freakish nature. That means I will have to pay special attention that I don’t slip back into this pattern. CFS is a sneaky sneaky disease. Hopefully now that I’ve admitted there is a problem, I will find the road to recovery. Isn’t it strange where and how you learn about yourself? Maybe Inbox Zero won’t solve your woes, maybe it will. I can only recommend frequent questioning and exploration of your daily activities as a means of learning more about yourself. Thank you Merlin Mann!
Posted by Joseph Juhnke on August 19, 2007
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