June 22, 2009

"On the Way Up" vs. "On the Way Down"

Jim Collins recently published "How the Mighty Fall" where he outlines his framing of early warning signs to the collapse of once mighty companies.

He likens the decline and collapse of a company to a staged disease infecting a person (in this case his wife who was diagnosed with breast cancer).

"I've come to see institutional decline like a staged disease: harder to detect but easier to cure in the early stages, easier to detect but harder to cure in the later stages.  An institution can look strong on the outside but already be sick on the inside, dangerously on the cusp of a precipitous fall"

Collins then outlines 5 stages of Decline including:

Stage 1: Hubris Born of Success - or "We're so great, we can do anything!"

Stage 2: Undisciplined Pursuit of More - or "more scale, growth, power"

Stage 3: Denial of Risk and Peril - or "We can explain away weak results"

Stage 4: Grasping for Salvation - or "Looking for Silver Bullets to save us"

Stage 5: Capitulation to Irrelevance - or "Atrophy into utter insignificance"

When in Stage 3, Collins identified ways to look at the dynamics of the leadership team to determine if the Company is "on the way up" vs. "on the way down".

Leadership Dynamics of Teams on the Way Down

  1. People shield those in power from grim facts or brutal honesty for fear of penalty

  2. People assert strong opinions without providing data, evidence, or a solid argument

  3. Team leader has a very low questions-to-statement ratio and enabling sloppy reasoning

  4. Team members acquiesce to decisions but do not support them or worse, undermine them

  5. Team members seek as much credit as possible for themselves yet are not respected by peers

  6. Team members argue to look smart or improve their own interests

Leadership Dynamics of Teams on the Way Up

  1. People bring forth unpleasant and brutally honest facts

  2. People bring data, evidence, logic and solid arguments to the discussion

  3. Team leader employs a Socratic style with high question-to-statement ratio

  4. Team members unify behind a decision once made and work to make decision successful

  5. Each team member credits other people for success and enjoys the confidence of peers

  6. Team members argue and debate to find best answer, not improve their personal position


The 5 Stage framework offered by Collins is interesting and helpful in understanding company and team strategy. 

In the critical Stage 3 of decline, being able to look at how leadership teams behave and the dynamic of their interactions could send early warning signs of where the company is headed... Up or Down.  

June 10, 2009

What is an "Experience Strategy"?

" An experience strategy is that collection of activities that an organization chooses to undertake to deliver a series of (positive, exceptional) interactions which, when taken together, constitute an (product or service) offering that is superior in some meaningful, hard-to-replicate way; that is unique, distinct & distinguishable from that available from a competitor."


EMC's User Experience Design Stack

Mark Kraemer of EMC's User Experience team in Dallas offers insight into how they approach a broad range of user experience design challenges with the UXD Stack.


The UXD Stack

UXD Stack

"We called it a “stack” because each layer supports the layer above it. Ideally, design decisions shouldn’t be made on each layer until the layer above it is completely understood. For best effect, consider each layer in order from top to bottom.


We’ve illustrated each layer with ideas from websites or applications, but the model applies to all manners of communication. This approach is equally effective for planning a billboard, a radio ad, writing a term paper, or even calling to order a pizza. Every method of communication requires a purpose, has an audience, contains content, uses specific context, and is transmitted via some kind of media. this approach can be used to plan any kind of communication endeavor.


“The UXD Stack” is simple enough to apply to all of our wide-range of projects, yet thorough enough to cover all the bases. It can be as detailed or simple as needed at all levels of a project. We haven’t come across a challenge on a project yet that didn’t fit into one or more layers for understanding."

June 09, 2009

Business Users are driven to new experiences that are simple and useful

We've heard for some time how consumer innovations are shaping user expectations in the enterprise.  I believe this and see it in the evolution of a number of new enterprise solutions.   For me, the key is to distill the lessons learned from successful consumer innovations to create a number of guiding principles and strategies to frame investments in enterprise innovations.   



Fred attempts to answer the question "What drives consumer adoption of new technologies?" in prep for a panel discussion with a major media company.   I liked his quick assessment: 

"Let's take ten of the most popular new consumer technology products in recent years (with a couple of our portfolio companies in the mix): iPhone, Facebook, Wii, Hulu, FlipCam, Rock Band, Mafia Wars, Blogger, Pandora, and Twitter and let's try to describe in one sentence or less why they broke out (feel free to debate the reasons they broke out in the comments):

  • iPhone - mobile browser with a killer touch screen interface
  • Facebook - a social net with real utility
  • Wii - gesture based user interface for gaming
  • Hulu - your favorite TV shows in a fantastic web UI
  • FlipCam - a video cam that fits in your pocket comfortably
  • Rock Band - everyone can be a rock star for a few minutes
  • Mafia Wars - a natively social game built for social nets
  • Blogger - a printing press for everyone
  • Pandora - drop dead simple personalized radio
  • Twitter - blogging everyone can do in less than a minute

In most of these cases, the breakthrough product or service delivered a new experience to consumers that they had never had before. Sure there were social nets before Facebook, but none allowed you to run your life the way Facebook does for my kids. Sure there were browsers on phones before the iPhone, but there hadn't been one that you could actually use like you use a browser on a computer. Sure there had been personalized internet radio services before Pandora but not one that was drop dead simple and delivered a great experience.

So it seems to me that consumers are driven to new experiences that are simple and useful and/or entertaining. It is not enough to be the first to market with a new technology. You have to be the first to market with a version of the technology that is simple and easy to use.

I agree with Fred.  Today, our Business User expectations are being shaped by our Consumer User Experiences with new technologies.   If we extend Fred's consumer lessons to new enterprise opportunities, we can add 2 more guiding principles to the Enterprise Edge Strategy manuscript:

1. Business Users are driven to new experiences that are simple and useful and/or entertaining.  

2. It is not enough to be the first to market with a new technology; you have to be first to market with a version of the technology that is simple and easy to use.

May 24, 2009

The ROI of UX

Back in 2006, Jon Lax decided he was going to invest in companies that delivered an exceptional User Experience.  He called it the UX Fund.


"We struggle with the notion of ROI of UX. In our industry there is a lot of talk about getting the ROI of UX proven to the C-level executive. In my opinion, these attempts try to draw cause and effect relationships between activities and value. These micro-measurements are ineffective and are often non-existent. Instead, the ROI of UX comes at macro levels. Companies that internalize the values of doing great UX will see it permeate in their performance. This fund is an attempt to illustrate that.


Our difference was we were going to bias to companies who could offer great customer and user experiences and we were going to actually invest in them. We put actual money on the line.


The Criteria
Our investment strategy focused around 4 criteria:


1. A demonstrated care in the design of their products and Web site


2. A history of innovation


3. They inspire loyalty in their customer base


4. Doing business with them is a positive experience


Notice we looked at no financial criteria. We were not looking for value stocks nor did we look at EPS or any real quantitative or technical measures. We invested entirely on subjective criteria.


Performance
In the 365 days we owned our stocks the value of the portfolio increased 39.37%. This outperformed the major indexes (NASDAQ 18.09%, S+P 9.47%, NASDAQ 100 26.81%, NYSE 14.67%).


6 of our 10 stocks gained in value while 4 declined."


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May 22, 2009

TellMe Founders leaving Microsoft

Om Malik writes about the exit of TellMe founders Mike McCue and Angus Davis are leaving Microsoft.  I agree with Om... the question is "what do they do next?"


tellme_logoKara Swisher reported earlier today that Tellme founder Mike McCue is leaving Microsoft at the end of June 2009. His Tellme co-founder, Angus Davis, is leaving the company as well. He sent out an email to his friends and family, shortly after announcing the news to the Tellme team. I’ve covered the speech-recognition company from when it was started to the day it became part of Microsoft after the software giant bought it for a rumored $800 million. Microsoft has plans to use voice as a mobile phone interface. Mike and Angus went through some serious ups and downs with Tellme. It was a deal with AT&T that helped Tellme get its mojo. I don’t think their exit disrupts Tellme’s operations. My question is, what do they do next?

May 21, 2009

Webware 100 Winners - Communications

Webware's 100  Winners for the Communications Category

Bring Structure & Context to Unstructured Data


Andrew Weissman, founder and COO of Betaworks, highlights themes that he/Betaworks find valuable as they continue their push to create the network of Now Web companies.


"... a number of themes that we believe fundamentally change the media, the online media, the world.  Specifically, businesses that add context (or structure) to unstructured information or data and the social web (services that connect people and data). " 

As a proof-point, Betaworks invested in the latest round of UserVoice, a web based social idea and user feedback service.

May 20, 2009

10 Workplace Skills for the Future

I've used the "10 year forecast" reports created by the Institute for the Future a number of times and continue to find their perspective valuable.


They recently distilled some of their research down to 10 Workplace Skills for the Future.  These skills highlight the impact of changes in social collaboration, networked information, filtering the flow of relevant conversations and the migration of value to individual business users at the edge of the enterprise.

In 2007 the Institute for the Future laid out 10 workplace skills. Originally used as part of the Superhero Skills from the 2007 Ten-Year Forecast annual retreat, they were then adapted as part of the Future of Workresearch, and finally repurposed as badges for the Superstruct game in 2008.


Most recently, Bob Johansen, Distinguished Fellow at IFTF, has published his newest book, Leaders Make the Future, in which he delves much further into these workplace skills to create 10 new leadership skills.
------
Ping Quotient 
Excellent responsiveness to other people's requests for engagement; strong propensity and ability to reach out to others in a network


Longbroading 
Seeing a much bigger picture; thinking in terms of higher level systems, bigger networks, longer cycles


Open Authorship 
Creating content for public modification; the ability to work with massively multiple contributors


Cooperation Radar 
The ability to sense, almost intuitively, who would make the best collaborators on a particular task or mission


Multi-Capitalism 
Fluency in working and trading simultaneously with different hybrid capitals, e.g., natural, intellectual, social, financial, virtual


Mobbability 
The ability to do real-time work in very large groups; a talent for coordinating with many people simultaneously; extreme-scale collaboration


Protovation 
Fearless innovation in rapid, iterative cycles; the ability to lower the costs and increase the speed of failure


Influency 
Knowing how to be persuasive and tell compelling stories in multiple social media spaces (each space requires a different persuasive strategy and technique)


Signal/Noise Management 
Filtering meaningful info, patterns, and commonalities from the massively-multiple streams of data and advice

Emergensight 
The ability to prepare for and handle surprising results and complexity that come with coordination, cooperation and collaboration on extreme scales

May 19, 2009

Social Filters shifting new value and revenue to the Enterprise Edge

We continue to see the migration of new user value, and therefore new revenue opportunities, to the edge of the enterprise where employees connect directly with users. 

As the enterprise becomes more social, the companies who make it easy for end-users and employees to jointly discover, capture, create, share and analyze their most important transactions, conversations and relationships will win.  Enterprise Incumbents and New Players are all actively pursuing this emerging opportunity (see Enterprise Edge Matrix-2009). 


"The operating premise for all social filtering is simple; we trust the opinions of people more than companies. We build relationships with individuals (people) more easily than with companies. It is easier to be loyal to a person than a company. So when it comes to needing information people will more readily turn to people. This Blinding Glimpse of the Obvious (BGO) reinforces why companies need to continue to move towards a social model of business and a culture that empowers more employees to build relationships with the outside world. In a networked world communication choke points are lost opportunities."

VRM ListenLog

Keith Hopper outlines his vision for ListenLog as an example (and element?) of future VRM solutions:


A user-driven activity log works well for an application that pulls together audio streams and files from a number of different sources. Of course, online audio providers (vendors in the VRM model) can already track and aggregate listening behavior data, but only for the audio they control. When the user acts as the sole point of integration, pulling together audio from multiple sources, their own consolidated log becomes unique and powerful. Only when the listener is the point of integration does such an approach yield unique value.

May 12, 2009

The Stream oriented User Experience

Nova Spivack's take on the emergence of flow-ready applications and activity streams:


"The emergence of the Stream is an interesting paradigm shift that may turn out to characterize the next evolution of the Web, this coming third-decade of the Web's development. Even though the underlying data model may be increasingly like a graph, or even a semantic graph, the user experience will be increasingly stream oriented.


Whether Twitter, or some other app, the Web is becoming increasingly streamlike. How will we filter this stream? How will we cope? Whoever can solve these problems first and best is probably going to get rich."

May 08, 2009

Work Smarter

May 05, 2009

From Signal ... to Data ... to Enlightenment

James Kelway recounts listening to Google's Bradley Horowitz describe how he / they think about data and metadata:


(Horowitz) told of everyday devices that have achieved ubiquity - that can now record your entire life digitally. Ubiquity is here.  The mobile phone is everywhere.


The problem as he saw it was that you can record everything but you don’t get another life to review it all. The challenge is harvesting metadata and defining context to give meaning to what we do.


So how do you use the information to a useful end? Horowitz (and Google) knows that the big problem is that we are dying from the start. Moments evaporate from the start.


A very pertinent point was that technology needs to adapt and enhance the human life. He asked how do we solve attention management? The moments of life that need revisiting amongst the morass of spam and junk we all wade through.


A key observation was that metadata is as important as the data itself.


Then he briefly showed a mental model that reflected the Google approach to data, starting at signal and working upwards.

  • enlightenment
  • wisdom
  • knowledge
  • information
  • data
  • signal 
I like this model and have been thinking about this from the enterprise perspective. 

If I think about enterprise transactions, conversations or relationships as social objects with the ability to send real-time signals, what is needed to take the signal and associated data to add value for users?  

How do we help users leverage signal, data and information to create knowledge, wisdom and insight?

April 27, 2009

Flow-based Triggers

Paul Golding does a nice job describing the opportunity and impact of flow-based mobile applications on our daily lives.  I like the way Paul talks about weaving the flow of our activity streams into how we experience "events" in our personal "timelines" and the "timelines" of others.  

For me, the most interesting of Paul's points is found in his last sentence - "The tools invented to seize the moment have begun to define the moment".  

We will increasingly be triggered to take action in our personal and work lives by the transactions, conversations and relationships found within our activity streams and the activity streams of others. 

The real opportunity for flow-based applications is to evolve from helping us capture and share the moment, to creating triggers for new ones... new transactions, new conversations and new relationships at work and at home that would not have been created otherwise. 

Below are a few sections from his article published in the recent issue of Vodafone's Receiver

"We are rapidly headed towards a new era of human interaction that is marked by perpetual conversations and perpetual info drip-feed, as enabled by the umbilical of the mobile.  With its always-on and always-carried potential, the mobile allows our streams of consciousness and related intentions to be converted instantly into actions with both local and remote effects.  Not only does the mobile enable us to seize the moment, but increasingly it is the cause of the moment, adding more and more events to our daily timeline.

Time is nothing other than the intervals on a clock face counted out by the advancing second hand. But this is not how we experience time. We experience time as a series of moments measured out by events. Our personal timeline is a series of events that happen moment by moment and are dominated by the events that happen in our brains – thoughts, contemplations, urges and emotions bubbling up from our sub-concious stream, some of them converted by the conscious into intentions and sometimes into actions. It is communication and self-expression at the speed of thought

Not long ago, phone calls ('ring ring'), texts ('beep beep') and the alarm clock ('brrr brrr') were the only ways that our mobiles might 'interrupt' us. With Twitter, other Flow based Apps (my edit) and widgets, this is changing. But don't mistake these moments as interruptions. These are the moments that make the stepping stones of our daily timeline across the ocean of people and info chatter. We weave them into our timeline and they weave us into theirs. The tools invented to seize the moment have began to define the moment."