Archive for the 'Social Media & Technology' Category

The postal strikes continue here in the UK and with Xmas looming, it’s decision time for those of us who send Xmas cards. While I conduct most of my business and personal communications digitally these days - by email, instant message, Facebook messaging and Twitter - every Xmas so far, I’ve made the effort to sit down and write Xmas cards, enclosing a printed newsletter with some cheery reports and photos of what we’ve been up to in the past year.

This dead-tree method of keeping in touch with about 100 or more friends is a bit of a chore and often, we’re usually so busy that we only manage to do it all in a mad rush in the last weekend before the cut-off date for posting our cards in time for the festive season. Every year, during that pressurised weekend, I wonder, why don’t I just scribble a link to my blog where all my up to date news is already waiting anyway….? But many of my friends seem to live their lives un-digitised (though how on earth they manage that is beyond me….!) and anyway, if we’re shelling out lots of money on stamps, it makes sense to include something more than a couple of signatures to a pre-printed card.

But with the postal strike about to force us to make the choice of either sending out our Xmas cards ludicrously early this year or risk them arriving in January next year, we’re wondering about switching over completely to sending e-cards with perhaps a pdf newsletter or a link to my blog. And even as we were discussing this option at the weekend, The Times reported today that “people may snub postal service because of dispute“. Royal Mail’s chief executive Adam Crozier is quoted in the piece as saying, “The danger of the strike is that the trend that is there already gets exacerbated by this and that people speed up [the move away from] not just sending Christmas cards but paying bills by direct debit or standing order. People all over the country have changed the way they communicate.”

The thing is, in this time of digital communications, Xmas cards are still the one last remnant of that excitement we used to get when the postie arrived.

Back in the old days, it was an exciting moment, especially if you were in love or waiting for news (like whether your novel had been accepted by an agent) - you’d grab the post and sift through it, hoping to find the handwriting of your beloved or an envelope that might be from a literary agent. Now, the post just brings junk mail and bills and all the excitement has been transferred to the beep of a text message from your honey bun or a silent email slipping into your inbox from the one person who can make or break your writing career.

But at least once a year, at Xmas time, the traces of that old thrill is awakened. Amongst the junk are white or coloured envelopes, handwritten in script that you vaguely recognise. You put all those in a pile and bin the rest, then play a little game of guessing who each one is from. That looks like so-and-so’s writing; this one has a stamp from Oz, so it must from my cousin; wait, I recognise that writing - is it X or is it Y, they have such similar styles… And of course, the colourful cards are great to hang around the house or stand up on any flat surface, adding to the festive air of the season.

So I’m undecided. Shall I send Xmas cards but do so in November? Or shall I go entirely digital and send some sparkly pixels instead?

What’s your advice? What will you be doing about your Xmas cards this year?

Photo: thanks to a.drian from flickr.com (CCL)

These are the slides for my talk at London Metropolitan University, Business School on Thursday evening 15 October:

… together with the full length email interview I conducted with Martin Smit, host of The NBT Podcast:

If you’re doing something remarkable to become a “Social Media Idol”, I’d love to hear about it - I am researching a book by that same title and I’m looking for great case studies. Leave me a comment or email me via the Contact page.

I’d like to thank Milan Todorovic, Senior Lecturer/Course Leader for Music and Media Management at LMU for inviting my co-author Silvia Cambie and me to speak at the University. You can follow us on Twitter.com - Milan = @LondonMetUni), Silvia = @xculture and I am @fusionview .

Online bookseller, Amazon, has got the bibliophiles all a-quiver with excitement with its announcement that the Kindle will be sold internationally from mid-October. For those of you who haven’t heard of it yet, the Kindle is a digital book reading device, rather like the clay tablets of ancient times in size and look but electronic and able to store over a thousand books plus mp3s as well as blogs and digital newspapers and magazines. So far, it’s only been available in the US so this next phase is very exciting for book lovers all over the world.

I use the term “book” loosely, of course. Those book lovers who love physical books will not be excited at all by the Kindle on the basis that it lacks all the tactile qualities they love about “real” books - paper, page turning etc. But those who love the content of books and love the idea of being able to carry a thousand books in their pocket, the Kindle is the next big thing.

I fall into the latter group for various reasons:

• I’m lazy and feeble and I like the idea of holding one compact tablet that I can read lying down as well as sitting up.

• I like the idea of being able to carry a range of books around with me but without the weight of the physical books to give me backache and arm ache.

• I like the idea of the text-to-speech facility so that I can load the full text of a book and have it read to me while I sit on the bus. The digital voice might be quite irritating, however - so it will all depend on how life-like it sounds

However, I’m not going to jump in with my credit card immediately as I have some reservations:

• I believe the Kindle ties you to buying all your ebooks from Amazon, in a Kindle-specific format. What happens when my Kindle dies - as inevitably it will, like all electronic devices? I guess I’ll have to shell out for another one - we’ll all start having to think of books like music: but with mp3s or CDS, I can buy my player from any supplier, not just the one company. With the Kindle, am I now stuck forever having to buy it from Amazon?

• I still need to be convinced by the screen quality and how quickly it refreshes when you turn the page - I had a look at the Sony Reader and what put me off is that the screen turns black for a second before it opens onto the next page: ugh.

• It’s a pretty steep price at US$279.

• I remain to be convinced about it’s usefulness outside the US. At the moment, a huge number of e-books from other ebook sites which are available to US buyers are not available to non-US customers due to geographical rights restrictions. Also, if you look at US Audible.com compared to UK Audible.co.uk, the number of audiobooks available in the UK is a lot less than those available in the US - and in particular, major latest releases in the US are glaringly missing from the UK list. I haven’t been able to find anything definitive on the Amazon.com site that gives me any clarity either way about geographical rights restrictions - can anyone help me with this question?

Speaking of geographical rights restrictions, the Kindle will not be available in some countries, including Malaysia - see the list of no-Kindle countries. So my litblogger, book loving friends there are still stuck with the tree-pulp versions of books - although Amazon did reply to blogger Sharon Bakar’s email query to them to say that maybe, perhaps, sometime in the future, the Kindle might become available there…

What about you? Are you going to get a Kindle? Or are you a hard and fast paperbook person?

Photo: thanks to jink (Derek) on Flickr.com (CCL)

Leadership coach and good pal Nicola Stevens interviewed me this afternoon about my book International Communications Strategy and using social media for business. She used the Ipadio app on her iPhone to record our conversation and then posted it up to the web within minutes of our chat - so it was a little nerve-wracking knowing there was no opportunity for any editing before we went out “on air”!

She also snapped me in full flow with her iPhone and posted it up to her Posterous site.

Off record after the interview, we talked about how easy it is these days to publish images, video, audio and text. A click of a button on a mobile phone is all it takes! Even just a few years ago, it was still very fiddly to get the content from whatever source - a digital camera, a video tape, an audio recorder - convert it to the relevant format and find the software to FTP transfer it up to some specialist server and then to get it to your website… Now, even a self-confessed non-tecchie like Nicola can be a one-woman multimedia hub - all she needs is her iPhone!

Whenever I talk to businesses about blogging, this issue invariably comes up: “We don’t want a blog because, well, what about negative comments?”

The thing is, people are talking and commenting about your business online - as well as off-line, I might add - whether you like it or not and whether you have a blog or not. It’s difficult to track what people are saying offline because speech leaves no vapour trail. But chatter online does. The very least any business needs to do these days is to accept that blogging and social media are here to stay, whether they like the idea of these things or not - and to monitor what people are saying about their business or brand online. They may not be saying it on your business’s blog because you don’t have one - but they may be talking about you on their own blogs, in forums, on Twitter, on Facebook etc.

And now there is a new player in town that could transform the whole web into a social network of chatter and comment - Google’s Sidewiki, launched within the last few weeks. The unnerving thing about it is that it enables people with the Sidewiki app installed in their browser to comment on your website or blog or webpage right there next to it - the comments can be seen by others who also have Sidewiki installed BUT you won’t know about it unless you also have Sidewiki. As the webpage owner, you cannot control those comments in any way - not delete, not hold for moderation, nothing. You could add your own comment within Sidewiki if you install it on your own browser and as the site owner, you have the right to insert a sticky comment that always stays at the top of the comments once you’ve verified with Google that you are the site owner - but that’s about it.

So the old strategies of making your visitors register in order to leave comments or holding comments for moderation are all out the window. Anyone with Sidewiki installed in their Internet Explorer or Firefox browser can comment on your webpage anytime anywhere and those comments will be viewable by anyone else who has Sidewiki.

Here are a couple of comments I found on the Sidewiki alongside The Times Online front page:

• Anthony Anders - 28 Sep 2009
  We can now comment without limitation - Not one comment I have ever entered on any of your articles has been approved by your team of censors. Now, thanks to SideWiki, we can comment on your articles freely. As you gradually see the comments on your website move to Sidewiki rather than appear on the site directly, perhaps you will engage in some deep and thoughtful reflection about why this is happening. Perhaps you will even begin to recognise your own failings.

  Richard Hamerton-Stove - 1 Oct 2009
  Digital Healthcare, PH7
  Indeed - I’ve only been using the sidewiki for a few days and already I find that its pervasive nature suits my browsing habits much more than the somewhat awkward and clunky comment features. The moderation issue is one that we’ll have to watch closely.

Andrew Keen in The Telegraph and Charles Arthur in The Guardian take an “anti” stance and worry about Google dominating the web and collecting the data from Sidewiki to monetize users comments in some way. They predict that take-up will be slow or minimal and that Sidewiki will die its own death.

The level of entry is relatively easy for most people - click to add Sidewiki to your browser, sign up for a free Google account and away you go. So take-up could be huge. But I think that the problem will be spammers, flamers and trolls - if they take over and cannot be controlled in any way, then regular people will desert Sidewiki or not find it worth signing up. Personally, I’m finding the app interesting to play with at the moment - it’s fun checking out the “hidden” comments that only us Sidewikians can see (a little icon of a comment bubble appears on the left side of the screen to indicate that someone has left a comment on the page you’re looking at) and I’m having a go leaving my own side comments. There is integration with Twitter and Facebook, and you can also share your comment by email. My comments are all aggregated on my Google profile.

Web strategist Jeremiah Olwang has a much more interesting anaylsis of Sidewiki and its implications for businesses than the knee-jerk “hate it, hope it goes down in flames” angle of the two broadsheets I mentioned. My own view is that whether Sidewiki in its current form stays or goes, the trend is towards an open-source approach to commenting and discussions and we will be seeing more public, free-for-all (in all sense of that phrase) spaces for everyone and anyone to throw in their tuppence worth.

So, for any business reading this, whether you hope Sidewiki will live or die, you need to add it to your tracking tools for now…

Illustration: screenshot of sidewiki column alongside Guardian page

My co-author Silvia Cambie and I are very excited that our big day has arrived. The launch of our book International Communications Strategy is taking place tonight, hosted by Chicago Booth University and The International Alliance for Women.

Due to restrictions on numbers, this is an invitation only event but Mark Smith, CEO at Ipadio.com, is kindly running a live phoneblog from the event where he will hopefully be able to live stream some of the speeches and also interview some of our guests during the party so that those who have not been able to come along will be able to get a flavour of the event through the audio feed.

I’ll also be calling in at various times during today to let you know how the preparations are going.

You can listen to the audio blog via the player below. When the tab “Live: On Air” shows up, you will be able to listen to the live audio feed (subject to a 5 second delay). Otherwise, you can listen to already-recorded audio sessions by clicking on the Previous tab (and move about the various sessions by clicking Next and Latest as required).

The event starts at 6.30pm UK time (GMT +1hour). The live audio feed will be running intermittently whenever Mark calls in on his mobile phone.

I hope you enjoy the audio version of the event.

I’ll be phoning in after the event, too, to share my impressions and de-brief of the event so do come back in the next few days as well!

My good pal Susan Macaulay posted this video on Facebook, asking if it was real or fake.

Wouldn’t it be cool if it were real?

I’m afraid it’s not. It’s a clever viral add in the German market for Microsoft Office Project 2007 - see the Mach es Machbar (Make it Possible) site. The Google transalation of the German text is below:

Bruno Kammerl `s point landing:

Make it possible - with Microsoft Office Project 2007
The man without fear of big ideas - is it really?
Bruno Kammerl Even if an invention is. The time is ripe for new heroes.

Product Shoot Microsoft Office Project 2007 Make it as Bruno - realize your plans:
With Microsoft Office Project 2007.

Twitter is THE big thing these days on social media. Barack Obama and other presidential candidates made it hip for politics in the last couple of years. Celebs like Stephen Fry and Oprah have also helped with bringing Twitter to the masses. Royalty have got in on the act - check out Queen Rania of Jordan (thumbs up for a smart and appealing use of the app) and also the British Monarchy (thumbs down for press releases galore).

Now, it’s the turn of the RAF in the UK and NASA in the US to use Twitter to bring what they do to a wider, global audience. The RAF hopes to use Twitter and also Flickr to help with recruitment, according to New Media Age (NMA). Six RAF personnel have been given multimedia phones to upload pictures and commentary on what they are doing. One paragraph at the end of the NMA article made me smile: “The RAF’s latest recruitment project comes as the Central Office of Information revealed its annual report earlier this week. It spent £40m on digital marketing in the 12 months to March 2009, an increase of 84% year on year” - I hope that they didn’t spend £40m just to come up with this Twitter / Flickr campaign!

Over in the USA, space agency NASA has its own Twitter feed as do a number of astronauts such as Mike Massimo and Mark Polansky. There is also a general NASA Astronauts feed. I’m following the two astronauts mentioned and it’s wonderful and surreal to read their updates from space - all about space walks and orbitting earth - while I’m here at my desk going about my daily business. We’ve come a long way from the Apollo missions and the moon landing back in the ’60s when we all crowded round the TV or radio to hear the latest bulletins - now we can get real time updates straight to our PCs or mobile phones directly from space!

Photo: thanks to ImpactLab.com

Posted via email from Fusion View Lifestream

My thoughts on a Twitter interview I took part in just a few minutes ago, conducted by Angelo Fernando with Silvia Cambie.

You can catch up with Angelo’s interview at #hoipolloi - you may need to scroll back to 12 Aug 2009 if you are visiting this page some time after that date.

You can subscribe to my Live Phoneblog by clicking on the “Subscribe with iTunes” button - it’s free and new episodes will be downloaded automatically to your iTunes application.

Often, when I talk with businesses or organisations about blogging and social media, whether in the formal context of a presentation, or informally at a drinks party or over dinner, a common reason why they have not engaged in social media - say they never will - is because it is an open and interactive space and people could leave negative comments about their company/ products/ services on their blog.

In response, I usually explain that the reason that people would usually leave negative feedback publicly is that there is no other recourse easily available to them to express their grievance to the business/ organisation in question. This is usually because access to that organisation’s customer services is non-existent or difficult to find or once it’s found, the layers of bureacracy or telephone press-button options are designed to deter access. In fury and frustration, that customer will want to express themselves in the strongest possible way as much to hurt the company as to obtain redress for their grievance because the inaccessibility has added to their unhappiness and most likely fueled it into rage.

All a customer wants is for your business to show that you care and a simple complaints procedure where you actively address their problem will do more for your company’s reputation in the long term than saving a bit of money on refusing a refund or some form of recompense. Handled right, an aggrieved customer could be transformed into an evangelist for your brand. Handled wrong and you’ve not only made an enemy for life - that enemy will also co-opt many more antogonists into their camp with stories about how badly you treated them.

The other point I usually make is that whether or not your organisation is engaging in social media, your customers will be talking about you online. They may be praising your produce or servicess or they may be badmouthing you to anyone and everyone.

United Airlines found out to their detriment the high cost of not addressing one customer’s problem. He was a musician whose costly, specialist guitar was apparently damaged on a flight he took with them. As his YouTube page explains, he tried to get recompense from them and was passed from pillar to post to no avail. In frustration, he finally wrote a song which he performed on a YouTube video about his bad experience with the airline.

The video became a viral sensation across the internet and has so far had over 4 million viewings. The press (including Chicago Tribune and The Guardian) picked up the story. According to The Guardian, “Days after United Breaks Guitars went viral on Youtube, United changed course and offered compensation, Carroll said. He declined and suggested they donate it to charity.”

How might United Airlines have avoided this PR fiasco? By ensuring that they have a proper and authentic process for dealing with genuine complaints in a timely way. It seems so simple and obvious, doesn’t it?

So for any business, whether or not you have a blog, in today’s connected world, your customers will find a way to badmouth you if they want to - they don’t need to wait for you to create a blog so they can leave negative comments. The answer to dealing with negative feedback online is not avoiding blogging and social media but putting in place an easily accessible and genuine complaints procedure to show your customers that you care. Who knows, if you address their grievance effectively, they might actually be singing your praises instead of singing about how rubbish you are…

~~~

Thanks to Moyra Weston and Michael Spencer for first telling me about this video.