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40 posts from May 2007

May 31, 2007

Microsoft: The Reason I Still Cuss

From Cross the Breeze, I learned that Microsoft launched a web app, called "Live Writer," to compete with Google Docs. I was excited to try this out, as I still believe Microsoft to be a great organization still valiantly trying to find its sea legs in a rapidly changing business environment. The overview I read of the program looked promising, but to my chagrin, the application, which requires downloading software, won't operate without Microsoft Windows. I don't have that installed on my G5 Mac at home.

Windowslivewriter

This comes just as Matt Dickman wrote about the future of desktop applications, in praise of web apps such as Google Docs and Spreadsheets. Microsoft's attempt is still in Beta, so hopefully they'll support Mac in the next run.

This myopic view Microsoft has that only people running Windows should be allowed to run their software has got to go.

Note to Microsoft: You exist to serve your customers. Your customers don't exist to serve you.

They already lost (for the time being, at least) the search wars because it failed to understand that. It gave up a great deal of the browser market to Firefox because of that view. Now will it lose the office applications race as well? - Cam Beck

P.S. Microsoft is not a stranger to innovation. It recently demonstrated this with the announcement of "Surface," which may have some interesting applications in retail environments.

P.S.S. I also realize Apple has Mac-only software applications that, from many standpoints, beat the pants off of Microsoft Windows counterparts. However, considering Apple's market share, this strategy makes sense -- for Apple. It shows the benefit of switching. What compelling reason does Microsoft give to switch from Google Docs to Live Writer?

May 30, 2007

In a different place

The job market is really hot right now for those who work in online. I remember when it was like this in 2000. This time, it's different. This time the growth isn't inflated, its reflective of changing media consumption habits and the coming of age of online.

I've decided to take advantage of new opportunities. I've left Click Here and have joined Fleishman Hillard Digital practice in Dallas. While I know for sure I'm going to really miss everyone at Click Here, and even some of the things that are part of The Richards Group culture, I'm excited about this new opportunity.

What this means to ChaosScenario is really nothing. I'll probably still struggle to get a couple of posts out a week and maybe I'll  blog more about PR related items. Cam and I are both part or the conversation.

As I transition, I'd like to thank Pete Lerma for encouraging me to start this blog and Cam for really taking it and owning it. As most of our readers know, he posts a lot more than I do. In some ways, it's his party and I'm just invited. - Paul Herring

Apple Keeps Plugging Away

Not one to rest on its laurels, Apple made three significant announcements today. How well it plays out for the company will depend on the adoption rates, but I certainly like this direction it has taken to empower users to consume the content they want, when they want it.

Apple TV will stream videos directly from YouTube
Youtube My biggest concerns about this are the quality and navigability. YouTube users are restricted to certain file sizes, so it's virtually impossible, at least with the current compression capabilities, to fit a feature-length movie in a YouTube film. Part of the greatness of YouTube is how it allows users to bounce around between videos pretty easily. Will AppleTV allow that same sort of discovery, or must the user get up and mess with their computers to push another video through the wireless network? Whatever they do, I can't wait to see reviews on this.

iTunes now officially offers high quality, DRM-free music (EMI only)
We've known this was coming for weeks. Now it's here. I wonder if users without iPods will start using iTunes. I have an iPod, and I don't think I'll be getting the DRM-free versions just yet. Why? To my undiscerning ear, there's not a lick of difference in the two versions that would be worth the extra 30 cents.

iTunes will offer free educational content on iTunes U
Itunesu This has some possibilities. Others have already mentioned that some colleges are offering course lectures online, for free. The websites, though, are notably and unnecessarily difficult to navigate. The use of a familiar interface such as iTunes could aid in solving this dilemma, but I'm not sure universities see the value in doing it. But then, even putting them online absolutely obliterated my expectations, so anything is possible.

Here are my questions for you:

  1. What do you think of these announcements?
  2. What effect will this have on the Apple brand?
  3. How likely is it that these features will be used by content providers and consumers?
  4. Will this affect the way the music, entertainment industries and educational institutions look at the distribution of their content?

- Cam Beck

Amazon Gets an Upgrade

One of the things I love about Amazon is the way they continuously tweak their site to offer better service to their customers. Recently I noticed they changed the way users can interact with customer reviews.

It was pretty clunky by comparison in the past. Amazon has always (at least as long as I can remember) shown the average customer rating, and users could always sort by highest ratings or lowest ratings, but Amazon turned it up a notch and started allowing users to view the entire breadth and depth of ratings at a glance.

In the example below, you can plainly see that the book I was considering buying had nine 5-star reviews, one 4-star review, and one 2-star review. I could also click on any of the ratings that exist and read only those reviews. When deciding to buy a book, I typically like to read both the good and the bad reviews to get a sense of the worldviews of the sorts of people who would like or dislike the book.

Amazonreviews

Additionally, Amazon decided to put the "Most helpful customer reviews" closer to the top, as decided by the users themselves. I'm not sold on this yet -- especially since I haven't really gotten a sense of how it works when the reviewers are themselves polarized, but that's the point of experimentation and continuous improvement, after all. Amazon may decide to tweak it again later on. The point is they are listening, testing, and experimenting.

And that is worthy of emulation. - Cam Beck

May 29, 2007

Social information architecture

Socialhoney_2In cased you missed it, findability.org had a great post on how to evaluate 'social sites'. These Social Software Building blocks are not only a great way to evaluate all the different Web 2.0 sites that are out there, but I believe they also focus thinking while designing websites. From Gene Smith, here's what each honeycomb means:

Identity - a way of uniquely identifying people in the system

Presence - a way of knowing who is online, available or otherwise nearby

  • Relationships - a way of describing how two users in the system are related (e.g. in Flickr, people can be contacts, friends of family)
  • Conversations - a way of talking to other people through the system

Groups - a way of forming communities of interest

Reputation - a way of knowing the status of other people in the system (who's a good citizen? who can be trusted?)

Sharing - a way of sharing things that are meaningful to participants (like photos or videos)

You gotta love the way they've categorized sites like Flickr and Digg. Of course not every site can or should score high on every of the area. In addition, each of these areas can be implemented in different ways, and the way they are implemented makes a big difference.

One weakness of this model is that it doesn't really describe the relationship of the site itself or brand with the audience that uses it. It only evaluates the interaction with between participants. In my work, you have to build some type of affinity to the brand, if not actual sales on the sites we design. One might argue that if you are doing all these right, you'll get there. However, I believe it's an area that still should be evaluated. (original discover via the Digital Hive) - Paul Herring

May 28, 2007

A Tribute to Courage and Sacrifice

Oldglory

O Captain my Captain! our fearful trip is done,
The ship has weathered every rack, the prize we sought is won,
The port is near, the bells I hear, the people all exulting,
While follow eyes the steady keel, the vessel grim and daring;
But O heart! heart! heart!
O the bleeding drops of red,
Where on the deck my Captain lies,
Fallen cold and dead.

O Captain! my Captain! rise up and hear the bells;
Rise up--for you the flag is flung for you the bugle trills,
For you bouquets and ribboned wreaths for you the shores a-crowding,
For you they call, the swaying mass, their eager faces turning;
Here Captain! dear father!
This arm beneath your head!
It is some dream that on the deck,
You've fallen cold and dead.

My Captain does not answer, his lips are pale and still;
My father does not feel my arm, he has no pulse nor will;
The ship is anchored safe and sound, its voyage closed and done;
From fearful trip the victor ship comes in with object won;
Exult O shores, and ring O bells!
But I, with mournful tread,
Walk the deck my Captain lies,
Fallen cold and dead.
--Walt Whitman

May 25, 2007

This Blog Has Been Taken Over by Pirates

Don't worry. I'm sure we'll be back by Monday. - Cam Beck

Flag_jolly

Customer Service: Just What the Doctor Ordered

Dsc02646 A couple of weeks ago I had to take my daughter to the pediatrician for a routine checkup. I got there about 5 minutes early, and I waited more than a half-hour to be led to the examination room. Once there, after getting Faith weighed and measured, we waited another 45 minutes before the doctor was able to see us.

All of that got me thinking about the poor state of customer service in doctors' offices that should have started in the waiting room, which is the subject of my latest post over at Marketing Profs Daily Fix. Check it out. - Cam Beck

May 24, 2007

How to Kill the Internet

I_want_you

Congress is once again considering allowing taxes on Internet access and interstate ecommerce transactions. In addition, they are also considering a way to get around that pesky little clause in the Constitution that forbids the taxation on state exports (Article 1, Section 9), which has generally been read to prohibit state sales taxes from being imposed on items purchased by buyers physically located in different state.

I'm no lawyer of course, but the challenge of imposing a state sales tax on interstate transactions seems to be more of a rhetorical problem than a logical one. After all, if the words of the clause, "No Tax or Duty shall be laid on Articles exported from any State" are interpreted strictly, it seems that no item that was ever exported from one state to another could ever be taxed in any way.

However, that was never the intent of the clause, and that is not how it is being interpreted. The matter now hinges on the ruling of the Supreme Court, whose interpretation of the clause (Bellas Hess v. Illinois and Quill v. North Dakota) is currently binding.

Before jumping on one bandwagon or the other and writing your congressman, I urge you to do your research.

Most people using this medium regularly, I'd wager, would balk at a tax that would force them to pay more for their Internet service or goods they buy online. I understand their reticence. Once a power to tax has been ceded, it is rarely, if ever, given back willingly.

On the other hand, the states have a valid point of view, too, especially since, as more and more transactions are taking place online, they lose access to revenue through no fault of their own.

They can't force bricks-and-mortar companies to provide better customer service (and thus ensure more traffic is driven there), and if they try to collect it directly from income of a company operating from within their state, at some point the company will seek to base its operations in another state, which will also reduce the net revenue generated for the state, as well. It's a tough situation for them to deal with.

My view is this:
The Internet is a portal to not only commerce, but information vital to the education of the people, which is an essential component to the maintenance of a free society. Therefore, taxation on the access to information should never, ever be allowed. Thus, Congress should ban all such taxes to that access, to the extent that its enumerated powers concerning interstate commerce allow it.

However, our understanding of the definition of an interstate transaction needs to be updated to include the technology and processes that have emerged since 1789. Thus, states should be allowed to impose a tax on ecommerce transactions, even if the buyer orders from another state. They just shouldn't do it. Not yet, anyway.

The Internet makes many efficiencies available in personal, corporate, and government consumption that bricks-and-mortar stores do not have and cannot get. Making use of these efficiencies is in our national best interests, but it will take some time before we can realize them.

Companies still need to figure out how to connect with and  sell to consumers effectively over this medium before we will see a meaningful reduction in price that naturally results from free competition among similar companies to enact more cost-effective models of distribution.

Until then, lay off the taxes, guys. Give us a break. Using this medium for commerce is still in its relative infancy. People have been perfecting the offline business transaction since 100,000 B.C. The least you could do is give us another 20-30 years to figure this thing out. - Cam Beck

Laws of Government According to Ronald Reagan:
"If it moves, tax it. If it keeps moving, regulate it. If it stops moving, subsidize it."

The Most Useless Device on the Web

Steinlager

Remarkably, when I entered my "date of birth," no one came and checked my I.D.

Can you imagine what it would be like if the FCC applied the same principles used to govern alcohol-related websites to television content, including alcohol-related commercials played all the time during sporting events, that may be objectionable to minors?

Well, at least it made people feel better about themselves for doing something, even if what they "did" was completely ineffectual.

As an aside, the website shown here is actually pretty funny. There are some minor usability issues with it, but I'd say it was a pretty solid effort, both creatively and in its execution. Steinlager even invites participation from the community in its contest, and the results are available for the audience to see. Hat tip to Moda di Magno for pointing it out. - Cam Beck