Why don’t app marketplaces allow vendor responses to the reviews?

This seems so simple yet I have not seen it after launching products on the Google Apps Marketplace, Chrome Web Store, iTunes App Store, Android Market, and BlackBerry App World over the past couple years.

Travel review site TripAdvisor does a nice job of allowing the property to comment back when a review is given (positive or negative) with additional details, an explanation, or just an update that an issue was resolved.

There is no such capability in these app marketplaces and it would be a really nice both for marketing efforts and, more importantly, customer support.  In fact, in several cases we've commented back to a review by creating a review.  This is all very clumsy and doesn't really solve the problem.

Anybody working on this or adding this capability soon?  If you have an app marketplace, you should be. 

Get outside your bubble

Bubblegirl

I was (mostly) off line for the past week while visiting my Dad and brother in Franklin, TN (just south of Nashville where I grew up). I did not totally unplug as I kept an eye on personal email and the news feed that comes to me via my varied updates from those who I follow on Twitter.  However, I did stop on-line engagement and focused on my family, people around me, and real experiences.

I took several long runs through historic downtown Franklin, ate a bit of BBQ, had a great startup brainstorming breakfast at Noshville with friend Darren Crawford, cooked, laughed, and even played a suprisingly good round of golf with my Dad and brother (last round was 3 years ago).

I was originally going to title this post "Offline and in the Real World" but I think that is too harsh.  We can (and must) balance the deluge of information, ease of access via mobile devices, and what appear to be pressing needs to engage on-line with off-line and real life engagement and interactions. 

I have created a vast network of people that I am truly grateful to have through various on-line connections but I find it increasingly diluted based on its size.  The race to accumulate friends, fans, followers, and influence that I have been part of over the past few years seems a bit ridiculous when you spend time with extremely successful business owners who simply make their customers their priority and run their businesses with integrity.

These on-line and off-line worlds are not incompatible and can definitely benefit each other.  I firmly believe that successfully integrating the two can lead to a more successful business and more personal impact on the world.

So, please take a moment to look around (not at your phone), get together in person for coffee or a beer with a friend, and remember that technology can enable your pursuits in amazing and innovative ways but is no substitute for real life.

It’s not just about the technology

I have been wanting to create an animated video with Xtranormal for some time and finally got around to trying one out.  This is a really easy and clever way to produce animated clips with a script you write.  It is still a bit clunky in translation but that adds to the entertainment. 

Here's mine on the startup sales pitch to a business focusing on how it works vs. what it does and value delivered. 



This technology will only improve as time goes on making creating something like this easy for anyone and the end product polished like it was done by a professional.

Four steps to getting started with social media

Agent Reboot Logo

I had the opportunity to be part of a panel discussion on social media at the most recent Agent Reboot event in Washington, DC.  It was great to be back to a place I lived for several years "back in the 90s."  Lots of familiar places and was able to reconnect with some friends while I was in town.

I framed my comments at the event to take a step way, way back from the hype and excitement around social media and explain what it is and that everybody can, and already does, do it.  Learning all the tools, tricks, and tips is another issue but there really is very little mystery surrounding it.

Here's why:

Fundamentally social media is about communicating with people.  Something we all know how to do and do every day in a variety of ways – meetings, phone calls, emails, etc.  The "social" piece of it focuses on participation.

More people from more places can come together and share, interact, and get updated all at one time or, more importantly, on their time complete with links, pictures, and a threaded view among other things. 

I suggested the following four steps to get started and this has been a recurring theme of ours in all of our presentations.

1.  Listen

You don't have to have anxiety about your writing, if you can be witty, or even spell correctly.  Start out by reading what others are sharing.  There is probably already somebody in your neighborhood doing this.  In Kirkland, WA (where I live) there are two local blogs I read that keep me informed about what is going on in my community – Kirkland Weblog and Kirkland Views.  Beyond where you live, find others writing about your interests, skills, or hobbies.  It is really easy to use Google to find these types of bloggers and you can also use Twitter search.

2.  Share

Now that you are reading interesting things by people in your neighborhood or written about your interests, you will no doubt want to share those with others.  Enter email.  Copy a link and paste it into the body of an email or share it directly via email from the post. You'll probably even add a bit of commentary on it as you share with friends or co-workers. Congratulations, you have now shared content. 

3. Comment

Now it is time to come out of the shadows and share some of that commentary you are adding to the emails with the world.  Read a post and comment directly on it.  The comments on a blog, especially a heavily trafficked one, are where the real conversation and insight unfolds.  Remember, do not self-promote.  Add something of value to the discussion…like you would if you were talking to a group of friends at a coffee shop.

4.  Contribute

If you have made it this far and really want to strike out on your own by publishing yourself, you have a variety of choices to make about tools, costs, time commitment, etc.  The tools are cheap, easy to learn, and just put yourself on a schedule to write a blog post a week.  Carry a notebook and write down random thoughts.  If you find yourself answering the same questions over and over for friends or co-workers, write a post and share that link next time (see #2 above).  Simplify your broadcasting by linking your blog to Twitter to Facebook to LinkedIn.  Or don't and control it.  It is your call and you are in control.

Even if you never move past Step 1 you will be better informed in your job or even at your next cookout

 

My presentation to the TAG Enterprise 2.0 Society this week in Atlanta

I had a nice visit to Atlanta where I had the opportunity to make a presentation to the Enterprise 2.0 Society of the Technology Association of Georgia (TAG).  It was a great group and I am impressed with how TAG, Georgia Tech, and the ATDC continue to drive innovation.  The Centergy facility in downtown Atlanta is especially impressive.

The focus of my discussion was on using social media in the sales process and specific measurable results that can be realized from using these tools.  Slides below but my main points were:

  1. IT “Personalization” is blurring the professional/personal divide
  2. Social media efforts must move beyond listening to effective engagement to see the greatest benefit
  3. Social media can drive revenue but sales is still a process
  4. Inboxes proliferate and are becoming more social
  5. Available information is overwhelming and effective filtering is essential

The 3 Most Important Trends Affecting Business, Technology, and Communications

I was recently asked about the three most important trends affecting business, technology, and communications.  Here is what I answered along with some additional thoughts on each:

1.  People are now able to rapidly connect based on shared needs, beliefs, or interests in ever smaller groups.

Connecting and sharing is now easier than ever with Facebook, Twitter, Ning, blogs, etc.  The list of ways to connect and share is very long but the important point here is that you don't need massive numbers to form an affinity group or micro-segment.

2.  Constant connectivity is blurring the line between personal and professional lives.

We all now come to work connected with our own mobile devices and computers as "work days" are evolving into a mix of personal pursuits and professional obligations that start way before 8am and end well after 5pm.  We all now have the ability to publish and build our individual brands so I am not just an employee of ABC company that does job X, I am a person with expertise who currently happens to work at ABC.  Read a few LinkedIn profiles and you'll see what I am talking about.

3.  Individuals are getting their news and information from places other than traditional media and are relying more on those with whom they are connected.

The turmoil traditional news sources, especially newspapers, are going through is widely known.  The cost structures of paper-based, advertising driven news does not translate to real-time news circulating on-line.  There are efforts underway to control access to news content and try to get to a workable new business model.  It is great to watch but I am darn glad I am not in that industry.  As "news" evolves and peer-based information sharing proliferates we will be informed by those we know or are connected to much more than by arm's length journalists. 

My answers are not the product of extensive research but rather how I see things coming together around me as I spend my days dealing with business, technology, and communications.  What do you think?

Are corporate IT departments obstacles to innovation?

As I look back at the various start ups I have been a part of, none of them has had an easy time getting their first big enterprise customer.  The minefield of meetings, requirements, obstacles, outright "no" & "no way" responses is enough to kill the spirit of even the most optimistic and entrepreneurial among us.

Now on-demand software that can be accessed via a browser without consultation or authorization by corporate IT departments often meets a similar fate once unauthorized downloads are detected or the volume of data exchange with an unauthorized website appears on the radar screen.  This sometimes occurs regardless of the passion, need, or protest of the business end-user.

So, why is this?  Are corporate CIOs and their teams enemies of innovation?

Not at all.  They are, however, risk managers and anything new, untried, and early stage is met with suspicion and concern. 

If you are building something for the enterprise, you will at some point meet the risk mitigation wave…even if all the business folks are using what you sell and loving it dearly.  It must meet certain requirements related to management, oversight, audit, compliance, and governance.  You don't have to have it nailed out of the gate, but be aware that it will come…with your success.

So, companies like Gist that are innovating in areas like contact management, sales software, CRM software, etc. and experiencing success in the marketplace will soon come face to face with the risk mitigation wave.  We know this, are prepared for it, and can't wait to have that discussion.

Just remember, your IT department doesn't want to deprive you of the best tools and newest technologies.  They just want to make sure the shop runs smoothly and that those new tools, programs, and technologies don't compromise the network, raid the financial system, or otherwise wreak havoc on the company.

It’s not about the browser

Much banter today about Google's entry into the browser wars with "Chrome."  This piece from Henry Blodget and this video clip on TechTicker put it into proper perspective. 

This is not about a new browser with clever features.  It is about an all out assault on operating systems like Windows or as Blodget points out "an operating system for cloud computing."  Looks like the download link is live – get it here.

Good news for IT spending?

Well…kinda.  This story from MarketWatch about a recent Gartner survey highlights an anticipated increase in spend over the next three years.  The anticipated 8% spending increase is almost cut in half when allowing for a declining US Dollar (although the dollar has gained in recent weeks).  Let's leave that to the economists and take this as an indication that folks will continue to spend money on IT going forward.

Gartner analyst Jim Tully points to several things driving spending growth including technology shifts:

Among those shifts are movements toward software being sold on a per-use, service-based model, and toward "cloud computing," in which information is stored on a server and any changes to that information are automatically made to devices that are linked into the cloud.

Cloud computing not on the CIO agenda in the next year

This according to a ComputerWorld story on a CIO survey (via a Billy Marshall article on Sandhill.com) conducted by our friends at Goldman “no subprime on me” Sachs.  Lots of discussion around reducing consulting and hardware as well as targeting headcount among IT staff positions. 

“It also showed that CIOs planned to emphasize economizing measures over
investments in new technologies, with cloud computing emerging as the
last item on their priority lists, despite the hype around it.

Virtualization and server consolidation top the list with application integration on the list as well. 

I’m guessing that “cloud computing” on its own is not at the top of the list because it is more of a “how” vs. a “what.”  Also interesting that things like virtualization rank so high which a non-techie like me would include in the cloud computing category.  Read Billy’s take and reference the post I wrote on consuming software for some additional perspective on this.