Archive for the ‘customer service’ Category

Belated write-up of TaaD event – ‘Social media: beyond the hype’

Friday, November 20th, 2009

A recap of this event, with photos and the presentations (where possible).

Intro

“Your Honour, being conscious that it’s a while since the ‘Social media: beyond the hype’ event at the end of October, I’d like to plead in mitigation that I’ve had a couple of bouts of ‘flu since then, and a broadband cut-off [although that’s another *very* long story :-s].” [Enough excuses – Ed.]

Event details

As per my original post, the event was held at the Great North Museum Hancock, and really ran very well, courtesy of fantastic organisation from Ellie Silson and Julie Moore (and others) from Codeworks.

We discovered during the evening that the reason the room was so cold was because of a dead body at the back of the room (until 27th Nov 09), more often known as Lindow Man.

I’m told that the business networking facilitated by the Dollywagon technology was a success, although perhaps the format should have included a bit longer for folks to make each other’s acquaintance.

Only blot on the landscape was my dodgy timekeeping. :$

Photos

Paul Santos

Photos that Paul took are on his website here. They’re also available via the Codeworks account on Flickr, viz:


Via Armin

Mine

Presentations

Herb Kim

Stephen Davies

Declan Metcalfe

Mine

Presos from Jason Brownlee (Professor Young was also struck down by ‘flu) and Armin Talic to come hopefully. I’ve checked with Paul Smith, who feels his presentation loses rather too much in translation, but essentially tells the story of Twitchhiker.

Feedback

Ellie tells me that the speakers all got excellent marks, and also that the feedback was very favourable. Well done everybody!

Social Media for Accountants – the real thing

Friday, October 16th, 2009

Intro

To recap:

DFK is:

a major international association of independent accounting firms and business advisers that has been meeting the needs of clients with interests in more than one country for 45 years. The association now has over 300 offices across the world.

DFK International creates special value for clients with cross-border interests. DFK member firms enjoy effective cooperation throughout the world resulting in the ability to deliver international services on time and at a competitive cost.

Fascinating to find out that I should be speaking at an event for a far-flung business networking organisation!

The Burns Supper

I thought it might be a good idea to go up the night before – there was a set-piece Burns Supper with haggis. Our table had a great vibe, but not enough grub: maybe we were just being greedy [shurely not! – Ed.]

Speakers

Anyway, we had fine food, and speeches by:

Format

Followed the traditional form of Burns Suppers

Video of Rab Tait

Rab Tait – champion piper was on hand to pipe the haggis into our dining room. Also to give Burns’ “Address to a Haggis” – priceless, as you can see by the rough video below.

All in all, a very enjoyable evening, with good company on our table of Scott from Glasgow, Shane from Dublin, and Paul & Nick from London I believe.

Photos

The Morning

  • Some people were holding their heads in their hands, and I wasn’t sure whether this was because of
    • the content
    • my delivery, or
    • they had had a very enjoyable evening!

Slides

This is the deck I delivered:

Video

I made a recording of my presentation, which is of better quality than the screenshot below. You can be your own judge of how informative it was… n.b. it’s probably 55 minutes, so if you’ve watched it all the way through – I’d love your feedback. Thanks!

Once piece of constructive feedback is that there was probably too much content on the slides. Unfortunately I haven’t reached heights of greatness akin to Tara Hunt or Stowe Boyd. :-(

Anyway, feel free to whack whatever comments you might have below.

Presentation: Social Media for Accountants

Thursday, September 17th, 2009

Mega quick post (that I may well update) to capture any comments you goodly people might have about this preso.

The story is that I have been invited to speak at the DFK UK & Ireland Annual Conference on the 2 October at the Marine Hotel in Troon (www.barcelo-hotels.co.uk/marine-hotel/)

This is my draft presentation to 50 Accountants to give them an intro to the Why’s and Wherefore’s of Social Media.

UPDATE: The presentation is up to slide 44, and the rest are stats or ‘off-cuts’. Many props to Emily Coltman for input re Acountants who ‘do’ social media.

UPDATE 22 Sept 12:55: Dennis Howlett has blogged the following feedback on my slides:

I’ve no idea who sent me this link, probably some well meaning soul on Twitter but the embedded Slideshare presentation is worrying. Stuffed with out of date ’stuff’ like on overfull suitcase, it takes the wrong angle on so-called social media, a term I detest, for accountants. It demonstrates a lack of understanding about what makes this style of audience tick. It’s hard enough to get professional accountants to understand the world of marketing, social media as presented here will blow their heads off.

Instead, can I suggest that those who are curious steer away from the consumer facing spiel and think more about communications, internally at first and how sharing information might better serve the practice. Professionals should be looking for ways to better collaborate both internally and among their communities.We’re starting to see that at ion. And it’s not about using these tools as direct marketing tools or gimmicks but about the indirect effects that arise out of your efforts at supporting those around you through the stories you tell.

But above everything, please don’t see this as any quick fix. Making these things work takes time.

Interesting points & I need to update the deck asap with the gist of this, and also from Phil Richards (see comments).

Social Media in a B2B context

Tuesday, July 28th, 2009

Last week I made a business development call on a local company, who were looking to find out more about Social Media–and what it could do for them.

They are a business-to-business organisation, and I was slightly stumped when asked about B2B case studies in Social Media, so I decided to have a bit Google and find out more.

Summary Presentation

The following is a really rather good presentation, which I have embedded from Slideshare.

B2B uses for social media

According to Dan Sears, you might consider the following:

  • Listen and monitor the online conversation
  • Gather product requirements and feedback
  • Alert customers of new product features, upcoming events
  • Introduce products to prospects
  • Develop advocates and Industry influencers
  • Reposition products and brands
  • Share information during tradeshows and events
  • Align and connect communities of interest and practice
  • Generate awareness and exposure (press release)

Which of these might be useful for you?

Link Love

There are also a number of good links below to get you started. The Marketing Profs article “latching” (although 3rd hand) has a useful swathe of numbers which might whet your marketing appetite.

I’ve also included an article I’ve found which sets out the Devil’s Advocate position, i.e. that it’s a waste of time [but it’s from 2007 ;-)].

I hope you find these useful. I found them in a quick Google search, so there is much more material out there.

United breaks Guitars; share price dips (allegedly)

Monday, July 27th, 2009

I realise that for many of your seasoned observers, this is old hat.

However, having been told about this at lunch yesterday by Caroline’s Daughter and Son-in-Law, I thought I would have a look into this, as it appears to be part of a growing trend of smart people employing social media to get heard.

Long story short: United Airlines breaks musician’s guitar; musician claims restitution; gets stonewalled by United; writes song which goes viral on YouTube; United caves in; lots more people buy musician’s music.

The story can be read about here, on the Musician’s website; the video is below. At the time of writing, it has had 4,225,709 views.

Apparently United’s share price took a pasting, which has been attributed to the negative publicity.

There’s a bit of doubt about this here and here, but I think you get the general point! The fact that there is a debate about this demonstrates how important Social Media is becoming in determining reputations, and tipping the balance of power in favour of consumers.

The Times summarises the situation from United Airlines’ perspective:

The company is trying to put a brave face on things. On Twitter it admitted its mistake and announced that it was donating $3,000 to a music charity. A spokeswoman tweeted that she liked the video: “It is excellent and that is why we would like to use it for training purposes so everyone receives better service from us.”

And for anyone considering consumer complaint videos on YouTube in the future, Mr Carroll recommends the key of D.

 

Social Media numbers – c/o Marketing Charts

Monday, July 20th, 2009

Introduction

I put this document together recently when I was involved with a bid recently.

These incredibly useful numbers / quotes etc. were culled from the Marketing Charts website – brilliant site, although I do wonder if the companies involved ‘place’ the reports on it to further their own agenda. That said, the stats are great – in this case, about Social Media.

If you’re interested in which report I got the data from – go to the Marketing Charts website, and search using the exact words from the titles of a particular section: it should bring up the original report. As they say, Enjoy!

Document

Social Media Research (With Highlights) v0.2

Sample from Marketing Charts

You can also download data from this page, e.g.:

SCL joins NEESPR!

Wednesday, June 17th, 2009

A post to announce that Souter Consulting Limited has joined the North East Service Provider Register. Quick quote from the e-mail:

Dear Justin,

I am pleased to tell you that you have now achieved Full NEESPR approval. Your NEESPR Pin number is 12640. You may be asked for this pin number in the future by a broker.

NEESPR describes itself as:

… a regional register of service providers that can provide business development solutions to the north east business community. This is the only register being used by all Business Link Brokers to impartially source provision for their clients. Use of the NEESPR is also extending to other business support organisations in the region.

I was having a bit Google search re what others were saying about their membership of NEESPR. So, being in a hurry, and finding that Octopus Media Ltd had summarised the situation rather nicely, I’m quoting them saying that they’re:

[…] an approved supplier on the North East England Service Provider Register (NEESPR). This means we can help you take advantage of government funding which is available for North East businesses, including those based in Tyne & Wear, Northumberland and County Durham.

Applicants to the register are assessed and approved to ensure they are able to provide a high level of service to referred customers. High standards in both customer service and the quality of our work are required to ensure continued inclusion on the NEESPR register.

Funding is available for both start ups and existing business’ and can help pay for web development, web design, brand identity, logo design, print design, marketing, and search engine optimisation.

The availability of funding changes all the time and up to date information can be obtained directly from your local Business Link branch.

Good points, all of them! btw I’ve quoted Octopus & credited them because I’ve seen a couple of different companies who seem to be sharing very similar wordings [but different from the above]. Best pay credit where it’s due… ;-)

So, if you are looking for assistance around

  • Social Media strategy & fulfilment (e.g. how can I use blogging & Twitter for my business?)
  • Document, Information & Knowledge Management, and using collaborative technologies in general
  • Management of Change to help your people adapt to new technologies & new ways of working / thinking
  • Cloud computing strategy
  • High-level technical strategy for SMEs
  • Leading-edge tools like Virtual Worlds or those to support innovation

- please get in touch!

Raising your Whuffie

Friday, June 12th, 2009

This post looks at the importance of Social Capital online.

For those of you who attended Thinking Digital recently, we were treated to Tara Hunt tour-de-force which, unfortunately, was too quick & snappy for me to live blog :-(. I’m therefore embedding the presentation so you can see for yourself. :-)

As a result of her presentation, I have recently read, and am now re-reading “Down and Out in the Magic Kingdom”, a classic IMHO. In it, Cory Doctorow introduces the concept of Whuffie.

Tara explains Whuffie in the Social Media context

Doing some business development-related research, I found this rather fine summary from Tara herself about Whuffie, and what it’s all about. Enjoy!

The Whuffie Factor from missrogue on Vimeo.

Tara is currently plugging her book The Whuffie Factor, of which this is a summary:

The book that will catch the crest of Web 2.0 and show how any business can harness its power by increasing their Whuffie, the store of social capital that is the currency of the digital world.

Everyone knows about blogs and social networks such as Facebook and Twitter. And they’ve heard about someone who has used them to grow a huge customer base. Everyone wants to be hands-on, grass roots and interactive. But what does this mean? And more to the point, how do you do it?

As one who has actually launched a company using the power of online communities, and who now advises big and small companies, Tara Hunt is the perfect person to do this book. The San Francisco Chronicle, in fact, named her as one of the Digital Utopians who populate Web 2.0, along with luminaries like Jimmy Wales and Tim O’ Reilly and Fast Company named her one of the Most Influential Women in Tech.

While The Whuffie Factor will traverse the landscape of Web 2.0 and show you how to become a player, it is not just another book about online marketing. People see the huge business potential of the online world and the first impulse is: let’s throw a bunch of money at it. To which Tara Hunt says: “Stop! Money isn’t the capital of choice in online communities, it is Whuffie – social capital – and how to raise it is the heart of this book.” In the Web 2.0 world, market capital flows from having high social capital. Without Whuffie you lose your connections and any recommendation you make will be seen as spam, met with negative reactions and a loss of social capital.

The Whuffie Factor is a breakthrough book, providing the strategic map and specific tactics for success in the lucrative, but strange and elusive world of online communities. As Tara Hunt has found, online success comes from building a community and being part of it – not by pushing a product or service. If you want to learn the secret sauce behind Facebook, Twitter, or YouTube, you have to use them until you love them.

The Whuffie Factor is already on my Amazon wishlist… ;-)

SCL Narrative – my thoughts: your feedback please

Friday, June 5th, 2009

I’ve been kicking some ideas around for a while about what SCL is for – what is the Big Picture?

Those who know me know that I think in pictures. So, instead of publishing a long-winded explication, I’m publishing this mindmap to get my thoughts into the Public Domain, and hopefully to garner some feedback and strike some ideas off you folk.

Hopefully you will be able to use the Scribd viewer to zoom in to the doc & properly read it. ;-)

SCL Narrative mindmap v0.1

Publish at Scribd or explore others: Technology Business & Law narrative cloud computing

Over-arching idea is that information is v. important, and that you want to share & exploit it as effectively as possible. Information can be in a database (structured), or elsewhere (e.g. Office docs in a document management system) but it’s not much good if you can capture & store it, if you can’t find and re-use it.

More anon as ever.

This work is licensed under a Creative Commons license.

Manifesto: UK Public Sector data should be set free

Wednesday, May 27th, 2009

[UPDATE Jan 2010: Check out ‘Public Launch’ a post about the launch of data.gov.uk. Data sets & mashups ahoy – w00t!]

This post is a synthesis of various ideas which have come together now that Data.gov is live.

In turn, I would like to see data held by UK Public Sector organisations be freed up for others to create value.

This post has been lurking for a few weeks, so I thought I should post it before anything else happened[!].

data deluge

Photo credit to Will Lion

Background

I first got interested in this area when I learned about XML, and Microsoft BizTalk emerged at the beginning of the Naughties. These two tools promised to allow more effective data interchange between incompatible data sources. XML describes what the data actually *is*, but how it should be formatted (as per HTML).

Looking back through my archives, I managed to find a presentation about XML & Web Services delivered to some colleagues in ICL / Fujitsu back in 2002 , and another in 2003 about how Web Services might change the IT market. The material I used from Ovum, a tech industry analyst, was remarkably prescient (see this story on Silicon.com).

Mashups

I guess my thinking in this area was rekindled whilst I was reading Wikinomics, and specifically when the Authors discuss an online tool called Scorecard which offers to give you:

[…] an in-depth pollution report for your county, covering air, water, chemicals, and more. [in the USA]

Scorecard is a mash-up, i.e. it takes a number of different sources of U.S. environmental data and mashes them up into something else – in this case, as consolidated pollution report.Wikipedia defines a mashup as:

a web application that combines data and/or functionality from more than one source

Mashups are effectively a more groovy form of middleware [if that makes more sense for you], i.e. a piece of software that sits between incompatible applications or data sources and allows them to talk with one another [cue techie pedantry ;-)].

So, that was the start. I played and poked around with mashup tools like:

  • Microsoft Popfly (visual interface, more straightforward for a techie bluffer like me)
  • Yahoo! Pipes (rather natty interface, but a bit techie for doofus here)

[I think it’s worth saying that my interest is primarily how these tools can be used for business advantage, and to enable organisational agility.]

However, my interest essentially went dormant for a while. I then discovered and had a little play with Serena Business Mashups, and also checked out the fine blog at JackBe.

So far, so good.

APIs

You might have read that I attended SXSW. Whilst there [in my own words], “I died and went to mashup heaven” when I met Kirsten and Oren from Mashery. Mashery creates tools that help expose an organisation’s data to the outside world, using an application programming interface (API).

Based on data exposed through these APIs, one can then mash the data into more meaningful forms. Housingmaps.com is a classic example, where Craigslist is combined with Google Maps.

<phew> Which brings me to the nub of this piece [get on with it! – Ed.]

Data.gov

My overarching contention is that the UK should imitate the newly-introduced Data.gov, by implementing the same thing over here. It was introduced thus:

Democratizing Data

OMB Director Peter Orszag drops by to introduce us to what will be a key milestone in government transparency:
Today, I’m pleased to announce that the Federal CIO Council is launching Data.gov. Created as part of the President’s commitment to open government and democratizing information, Data.gov will open up the workings of government by making economic, healthcare, environmental, and other government information available on a single website, allowing the public to access raw data and transform it in innovative ways.

Such data are currently fragmented across multiple sites and formats—making them hard to use and even harder to access in the first place. Data.gov will change this, by creating a one-stop shop for free access to data generated across all federal agencies. The Data.gov catalog will allow the American people to find, use, and repackage data held and generated by the government, which we hope will result in citizen feedback and new ideas.

Data.gov will also help government agencies—so that taxpayer dollars get spent more wisely and efficiently. Through live data feeds, agencies will have the ability to easily access data both internally and externally from other agencies, which will allow them to maintain higher levels of performance. In the months and years ahead, our goal is to continuously improve and update Data.gov with a wide variety of available datasets and easy-to-use tools based on public feedback and as we modernize legacy systems over time.

Democratizing government data will help change how government operates—and give citizens the ability to participate in making government services more effective, accessible, and transparent.

Also worth quoting Jake Brewer writing at the Huffington Post:

Sometimes the geekiest stuff is the most important. When it comes to creating a more transparent and accountable government, Thursday, May 21, is one of those sometimes.

On this beautiful morning, our nation’s citizenry received one of the greatest gifts it could receive from its government: raw, freely and easily accessible data.

Mmmmm… data.

New federal CIO Vivek Kundra and the Obama Administration have officially launched Data.gov, which is the first-ever catalog of federal data being made freely (and easily) available to citizens.

Now, it’s unlikely the description of Data.gov will send chills down the spine of anyone who doesn’t speak Ruby or Python or MYSQL, and if you visit the site, it’s unlikely you’ll be struck or know to be impressed by what’s there. But if you step back and take a minute to understand what you’re looking at, you’ll realize we’ve just taken an unprecedented first step into the Era of Big Open Government.

When information and process become free and participatory, markets get created (think about weather data), more people engage more deeply with their government (see: Obama’s online townhall), and ultimately, people care more about what their government does and how it serves them. …it’s nearly impossible for people to know more about what’s going on and care less.

Transparency is at the heart of destroying apathy.

The key with this new data, though, is that we do something with it. While opening up data is a beautiful thing in its own right, what will make this release truly great is when citizens actually take the information and create new, brilliant applications.

That’s why Sunlight Labs in partnership with Google, O’Reilly Media, and Craig Newmark of Craigslist has simultaneously launched a contest with $25,000 in awards to incentivize the creation of said brilliance.

Apps for America 2: The Data.gov Challenge

This is a wonderful, one-time opportunity to show the administration the good that follows when they make information free. So we need to seize it. And everyone’s help in getting the word out is key — whether you’re a developer, someone who knows developers to share this with, or someone who simply writes and talks to others.

At the end of the day, the more great entries the Apps for America contest receives, the more likely government is to release more data — and the more data government releases the more transparent, accountable, and efficient it can be.

Open, free, raw information — true Transparency — makes government work the way it’s supposed to (for you).

So let’s get on this. Geeks, wonks and active citizens alike.

btw, check out this fab wiki from Wired on Data.gov.

UK Public Sector data should be set free

Impetus in the UK has been inspired by this truly excellent article from the Guardian “Give us back our crown jewels”, which is summarised thus:

Our taxes fund the collection of public data – yet we pay again to access it. Make the data freely available to stimulate innovation, argue Charles Arthur and Michael Cross [of The Guardian]

So, the central idea that these sterling folk have been advocating has been vindicated & shown to work by our good friends on the other side of the Pond.

How it could happen

I was lucky enough to sit next to Stuart Dempster at the Thinking Digital dinner on the Thursday night. I bounced my wacky ideas off him, and although not saying they would work, he felt there was an possibility for them to do so.

So I was thinking that in the UK Public Sector, and based on my (admittedly dated) knowldge of Government IT, an ‘aunt sally’ might be:

Where the money might come from for this is, of course, very sketchy!

btw, checking out the various US pages on Data.gov, it got to wondering whether we we need our own CIO? Or do we already have one?

Tidy up

So, if you’re read this far – *many* thanks! I realise this has been a bit of a discursive ramble, so suggestions please about how best to tidy it up. I’ve now got to the stage where I need to publish (or die writing it!).

I’d like to draw your attention of a couple of other interesting links:

  • Christopher Chantrill’s UK Public Spending.co.uk – seemingly a mine of data about [yes] UK Public Spending.
    • Unfortunately, the data are only available via the website, or in downloadable form
    • So, perhaps he needs help with making them mashable?
  • Hans Rosling’s Gapminder Foundation
    • Whilst attending Thinking Digital recently, I was lucky enough to be able to ask him about whether he thought each Public Sector body should have an API, or should the data be collected in a central place – as per Data.gov.
    • Hans responded by saying that he thought it best to be collected in one place

And a couple of other ideas:

  • Perhaps we need to have a “Freedom of Data” act, to help establish ‘data.gov.uk’?
  • Also, that “The Revolution will be visualised”, e.g. this from The Guardian re MPs’ expenses
    • My love of visualisation goes back to the days when I was working with search & retrieval technologies, to go *inside* organisations…

UPDATE:

I saw this quote about Cyberspace and thought it relevant to visualisation:

The word "cyberspace" (from cybernetics and space) was coined by science fiction novelist and seminal cyberpunk author William Gibson in his 1982 story "Burning Chrome" and popularized by his 1984 novel Neuromancer.[3] The portion of Neuromancer cited in this respect is usually the following:[4]

Cyberspace. A consensual hallucination experienced daily by billions of legitimate operators, in every nation, by children being taught mathematical concepts… A graphic representation of data abstracted from banks of every computer in the human system. Unthinkable complexity. Lines of light ranged in the nonspace of the mind, clusters and constellations of data. Like city lights, receding.

I’ve read and enjoyed Gibson’s Sprawl Trilogy, also Snow Crash, and am presently loving Down & Out in the Magic Kingdom. I find it useful to go back to the inspiration behind many present-day innovations by reading the ‘source material’.

Over and out!