Here's a pic of googly colored room. Notice the "vulture row" in balcony. I think they are googlers http://twitpic.com/1296hq 8 mins ago

Archive for the ‘Interview’ Category

Bob Pearson (Twitter at bobpdell) Vice President, Communities & Conversations at Dell invited me out to Microsoft’s Architect Forum to co-lead a session on social computing.

I let my twitter community come up with questions, and I took three from the dozens to pose to Bob, select questions from: Cece Salomon-Lee, Ravit Lichtenberg, and oemporor (can’t find his tweet)

Here’s the questions I posed to Bob, if I could only spit the words out as well as I could write them:

  • Is IdeaStorm increasing revenues?
  • Is social media impacting the bottom and top line of Dell?
  • How Dell has made $1mm in revenue from Twitter.
  • Is social media superficial branding, or does it truly change the company?
  • How does an economic downturn impact Dell’s social media efforts?
  • Is it better for customers to self-support each other rather than calling Dell Support?
  • What’s the URL of your corporate webpage?
  • It’s great to learn first hand from Dell how they’ve used these tools to increase revenues and reduce costs –it’s time we focus on the business aspect of things rather than the feel good branding only. You can see one of Bob’s recent video interviews on the Direct 2 Dell site.

    Or, see this visualization of the same interview by VizEdu


    Above Video: Come join me on my “walk through” videos (see others) to meet Boulder’s tech community.

    I took the day off from work yesterday, and did some sight seeing of the Rockies (thanks to long term friend Kit who was one of the organizers of the Thin Air Summit) and had an opportunity to meet the large tech community at the “Tea House” in Boulder. I quickly learned that the tech scene is active, there’s many startups, events, and a VC community (including this incubator program called TechStars) that helps spur this eco system forward. What makes it attractive? The opportunity to be exposed to the great outdoors, the clean (yet expensive) Boulder area, great food, and healthy lifestyle.

    Being in Silicon Valley, we’re so centrist in our thinking and don’t get enough exposure to the other tech communities around the country and globe (although I’m trying hard to meet each community) as a result we haven’t heard that much about Colorado’s tech corridor.

    I observed that the entrepreneurial spirit runs high in Colorado, many folks want to strike it out on their own (I wonder if this is tied back to the silver rush and early settlers) vs many in Silicon Valley may prefer to join startups and exit rather than building their own sole-propertiership. The environment was warm and people shared –even with risk of sharing competitive information.

    Despite the warmth of this community that’s nestled between the Rocky mountains and the great plains, they’re very insular and don’t share their story to the rest of the world. I’ve visited countries where they actually have government sponsored outreach programs just to tell their story in order to attract buyers, partners, and employees –Colorado could really benefit by not only focusing inward, but being a bit more extroverted and sharing their story with others.

    Well, if anyone in Colorado was hoping to keep their ecosystem a secret –too late now, I just told my community.

    Above, I interviewed Kit Seeborg and was joined by Jason and James both of Room 214, a local pure play social media agency.

    The list of startups we were throwing out were just a small sample, I crowdsourced the list through Twitter, if you know of other startups, tweet the name and tag it #costartup. See the growing list of tech startups in Colorado in this twitter search result.

    If you attended the Tweetup yesterday, leave a comment with your handle.

    I was pleased to see Frank Eliason (he just launched his blog) from Comcast cares join us at Forrester ’s Consumer Forum this week. In fact, I talked to many of the world’s largest brands about social media marketing during my 1 on 1 sessions with clients (almost 14 of them), it was really the common theme throughout many discussions.

    If you don’t know the story of Comcast Cares, well they’ve a pretty disliked reputation for service and support (see sleeping technician), but are trying to turn a new leaf by responding and supporting customers using Comcast Cares on twitter. I had to use this a few months ago, as my bandwidth was extremely slow at home, and they responded within a few minutes.

    Frank has become somewhat of a a celebrity, they are frequently mentioned in presentations (mine included) and while many companies are now supporting customers on Twitter, the reason why they get so much attention is because, just like Microsoft and Dell did, the tarnished brands get extra community kudos when they stick out and try to connect with customers.

    I polled my twitter followers (twitter is my social computer) to pose some questions for Frank, and I found these ones to be interesting, tune in to find out his responses.

    seacatz: @jowyang what’s the most surprising customer experience or story he’s encountered so far?

    davefleet: @jowyang does he have the power within Comcast to actually get issues addressed? Is there substance to the engagement or just words?

    williamu: @jowyang Ask him how SM doesn’t short circuit p2p/community groups that are Comcast focused. Is it competition or collaboration?

    Tabz: @jowyang Whose idea was @comcastcares to begin with – was there resistance from the Powers that be? How did he overcome it?

    Despite this outreach on twitter and other websites, what’s going to matter if Comcast actually makes changes to improve their products and service –not just be responsive to problems as they occur. I’ll be watching.

    Action Items for your Brand:

  • Monitor your brand (or your clients) on Twitter using search tools
  • Secure your company names
  • Develop a roles, policy, procedure to respond
  • Before you respond, be prepared to make actionable changes, not just providing lip service
  • Four Questions for Shel Israel

    Categories: InterviewPosted on April 8th, 2008

    Shel’s been getting a lot of press lately, some warranted some not, but for sure, a lot of attention. I’m less interested in the drama, but more focused on the impacts of these tools to marketing (that’s my day job) and have some questions for him about the purpose of his Global Neighborhoods mission, quite a few of the folks he interviews are companies I also cover, are my clients, or could be.

    Jeremiah: As a new video blogger, you’ve had a rough start, the interview you did with me received some criticism, and equal praise for those who focused on the content. What is the biggest learning from this mixup?

    Probably to leave my owl out of the picture.

    More seriously, there were three connected lessons:

    (1) Don’t even try to become a great video expert. There are plenty of experts, who have training, knowledge and passion for the AV portion of this. When a sponsor comes in, that problem will be promptly solved. That being said, I’ll continue to improve. It’s two months since you became my first interview. I’m a lot better now, although I’m no pro in this area.

    (2) Focus on what I do best. I have a pretty good track record as an interviewer. One of my favorite comments–I’m not sure who placed it or where–was a guy who said that when he stopped looking at the video, and just listened, he thought it was quite good. I think this problem also goes away once we get sponsorship. In fact, you were my first interview and I appeared unfocused because I was worried about the camera frame when I should have just listened to you. I also should have cut you off a couple of times. You did go on pretty long now and then.

    (3) Make clear who the show is intended for. I think there’s a perception that this show is for people already immersed in social media. Robert and I had a similar problem with bloggers when we wrote Naked Conversations. They thought the book was supposed to be for them, rather than just ABOUT them. Naked Conversations was intended to evangelize blogging to those who didn’t yet know about it. GNTV is intended for professionals who are still struggling over how to use social media in their organizations. They may have never visited Twitter; know nothing about Seesmic or Qik. There are a great number of these people all over the world and this show is intended for them.

    Why Global Neighborhoods TV? (GNTV)? Why this show? What’s the story you’re trying to tell?

    This show has been my dream for a long time, long before Robert got the chance to start a global tv network for business innovators at FC. I’m primarily a writer and for a very long time have been aware that the best I could ever do is to tell you ABOUT what a person or an event was like. A video camera lets you actually SHOW viewers what you see.

    I became aware of the potential when I was writing a book with Robert. For his day job, he was walking around Microsoft with a camera on his shoulder, just talking to people. The result was that he played a role in perceptions of Microsoft improving, of the “Borg” becoming human. I could have written a million words, but they it would not have changed opinions as effectively as a few minutes of handheld video by Robert.

    GNTV grew out of a project I’ve been doing since last June on my text blog, with the lengthy title of the SAP Global Survey on Social Media Culture and Business. [http://globalneighbourhoods.net . [Go to the "SAP Reports" category to see them]. So far, I’ve interviewed 71 people in 32 countries, on six continents. They have ranged from Michael Dell, Founder CEO of Dell Computer, to Wael Abbas who posts videos about Egyptian police brutality and posts them on YouTube despite the fact Egypt has incarcerated a fellow blogger to Ethan Bodnar, a Connecticut High School student who said he’s never work for an employer who did not trust him enough to talk about his job on a blog.

    The concept was to take this and move it into video, where people could see these diverse believers in social media for themselves. That vision holds firm. In the initial phase, I’m focusing more on business people and service providers who have broken ground for social media in business. It will also be more US based until we get going. My next clip will be an interview with Bob Lutz, vice chairman of GM. Then, I’ll probably post my interview with Biz Stone and the Twitter guys. After that, we’ll probably post a clip I just did on Disney Interactive, mostly on Club Penguin and how it’s bringing the next generation into social networking at such an early age.

    Again, GNTV is a program FOR people still struggling with social media, primarily in business, but also in their lives and cultures. It is ABOUT pioneers and smart movers.

    Jeremiah: What is the biggest finding from the many interviews you’ve done on the SAP Global Survey, what’s the one trend you’re finding?

    That’s easy. in every country, youth is driving social media adoption. That means that when the Club Penguin generation comes into the marketplace, most traditional marketing simply won’t work. So companies really need to start understand what SM tools work for them.

    Jeremiah: What can we expect from you and GNTV going forward?

    better cameraman.

    Jeremiah: Thanks Shel, I look forward to hearing what nuggets come out of these interviews with folks embracing social media in companies and cultures around the world.

    Which department should take leadership of your corporate web strategy? Earlier this week, I flew out to Vegas to speak on a panel with Alastair Duncan is Chief Executive of MRM, at Intel’s sales and marketing event.

    I was really impressed by his nuggets, that I got him on video in the Sands conference center to talk about ownership and governance of web programs within corporations. Alastair’s blog is located Participation Marketing.

    What you’ll learn?

  • Who really is in charge of web strategy programs? Which department (listen to his insightful answer)
  • How to avoid making your website an irrelevant ‘picture on the wall’
  • How can Marketing and IT actually get along?
  • I was just at Intel’s Sales and Marketing event on Tuesday, and was really glad to meet Intel’s EMEA Web Strategist (which is what I call decision makers), Taj Peyton. He’s responsible for understanding each of the unique needs of cultures in his European market and developing localized versions of the corporate Intel site –no easy undertaking.

    Watch this video and you’ll learn

    -Why you should or should not localize
    -What you research
    -Other than language, how are regionalized sites are different than corporate website
    -How to get started
    -Management is a nightmare, what tools to use?

    I ran out of memory, so the interview got cut short a few seconds, but there’s a lot of meat in his presentation. If you’re planning on localizing you website, be sure to really understand the demographics (who are they), physhographics (how they think/feel), and technographics (how they use technology) before deploying, otherwise you may have just wasted your resources.

    And yes, that’s the Wynn in the background, one of Vegas’s newest hotels. Intel put me up at the brand new Venetian extention, the Palazzo, each room is a suite (3 HD flatscreens), it’s opulent. I’m pretty sure I was the first person to every stay in the room as they just opened up last week, why do I think that? I had to plug in a lot of the appliances, I’m sure that’ll never happen again

    Tristan Nitot, (his blog on open source in French) CEO of Mozilla Europe talks about how Firefox spread mainly through word of mouth and people just sharing it and advocating it to others. He suggests that the open source initiative first resonated with people, thus spurring word of mouth. They encouraged users to have the software loaded on a portable thumbnail flash drive, and install it wherever they went. Blogs were a big component of how it spread, as well as local communities that would be passionate about their region, self-supporting each other, and spreading the word.

    Un traditional web strategies
    As you may know, Mozilla hasn’t done a lot of traditional marketing or advertising (except for at least one full page add in NYTs with the launch of Firefox 1.0) and is really relying on social media to spread the tools. Exactly how fanatic is it’s customer base? So fanatic that some users created an actual crop circle and it’s featured all over google images searches, as well as in Google Earth! Or they’ve leaned on the community to create and submit videos (30 second commercials) with Firefoxflicks, some of which actually went on major TV networks, sans production costs.

    If you’re looking for stats, you’ll find that Firefox is the second most used browser in the world, and it’s primarily spread through grass roots adoption, against a Microsoft product that comes embedded on many platforms. Users have to go out of their way to download the software, let alone spread it to others.

    This is fascinating, if I substitute the word ‘Firefox’ and insert the name of ‘any religion’, it still makes sense. For many, it’s almost as if Firefox is gospel.



    Connie Benson
    is a community advocate, and is the community manager at ACDsee photo management software that I’ve used when I was a UI designer. Aside from that, she helps me co-moderate the Community Manager group in Facebook, and has been a big contributor in my research, defining the four tenets of community managers, and is becoming a great friend.

    I asked Connie what to do when detractors criticize your company, brand, or products, we also talk about dealing with an overwhelming negative community or forum.

    I also recommend setting up a process in advanced that helps to identify what type of detractor you’re dealing with, as some should be responded to quickly, and some should never be responded to (ongoing trolls). Develop a plan on what to do, as you’re going to have to deal with different personalities throughout your community program.

    Update: Nicholas Butler says in twitter that Connie’s direct actions helped him give the ACDsee products another try, talk about understanding the value of having a community advocate like Connie.

    As I travel around, I do quick interviews with interesting folks, some of them are speakers, thought leaders, or people I interview for my reports. Marcia immediately impressed me as she was asking very key questions during my keynote, and we furthered the conversation over lunch.

    Marcia Kadanoff, who I met at the Web Community Forum up in Seattle, gives her insight on the future of the web. Search will be the common interface, yet the future is distributed, and people will be communicating in many different locations. She suggests that we stop focus on interruption marketing, focus on engagement marketing, and look at widgets.

    So what do you think? Is her predictions for 2008 right? I’m in complete agreement, the distributed web is a concept I’ve been discussing for some time.

    One of Silicon Valley’s most elite Marketer, Evangelist, Blogger, and VC is Guy Kawasaki.

    Many know him for his evangelism at Apple, speaking, companies he’s funded, the 8 books he’s been involved with, or the sharing he does from his blog (although he told me over lunch that he’s shared almost everything he can). I met Guy at the local ice rink, where he spends lunches playing hockey. He asked me where I wanted to shoot the video, and I said down by the ice, I had on a jacket, and turtleneck, but he braved the interview for me in just a t-shirt.

    Guy shares with me some of his predictions for Marketers in 2008, companies he’s interested in investing with, answers “is entrepreneurship born or bred” (a question from David Wescott in Twitter), about Twitter and it’s impacts to Truemors (from Yama-sami). Oh and here’s the site Guy was raving about, PopURLs. Most recently he’s launched his passion Truemors, which as many of you are seeing in Twitter.

    Thanks Guy for taking the time out.

    Sean O’Driscoll, the General Manager of Microsoft’s MVP program shares with me the three different layers and levels of community. Sean has served the program for 15 years, and had just announced he’s planning to leave Microsoft to try some exciting things (we’ll be hearing from him soon). Thanks Sean for sharing with us and with your community.

    Find out: 1) What the three stages of communities are: Satisfaction, Loyalty, Affinity 2) How to find key advocates 3) How to thank/reward them 4) How to engage with them.

    Folks have been asking what my life is like and how we do research, I interviewed Sean for over half an hour, and was taking furious notes. It was a great warmup for this video, so in many ways you’re coming with me to the research interviews.

    Sean, good luck on your new ventures!

    In my research I get to interview experts in my industry such as the seasoned Bill Johnston, who’s a community expert and is very involved with community based conferences. In the video above, find out from Bill why he thinks that Marketing should, and should not own the community strategy. Bill also shares how to ‘kick-start’ a community, fortunately, it aligns with objectives first.

    The timing of this video is great, as it ties in with what I read from one of the authors of the Cluetrain Manifesto:

    Secondly, respected internet ‘uncle’ Doc Searls wrote a great post The only real social networks are personal ones in response to my questions of “Should a brand join or build their own social network”. This is a very relevant question to the time, one that I’m getting asked by our clients frequently. Of course I have an answer, but it depends on what they are trying to achieve. Quite frankly, while I understand Doc’s point, (people over brand) getting marketing organizations to relax is difficult and scary, baby steps are needed.

    Doc makes the following points:

  • First, I’m not sure a “brand” can get social at all.
  • Second, the notion of “brands” either “building” or “joining” social networks strikes me as inherently promotional in either case, and therefore compromised as a “social” effort.
  • Third, I’m not sure social networks are “built” in any case. Seems to me they’re more organic than structural.
  • Fourth, the thing companies need to do most is stop being all “strategic” about how their people communicate.

  • Chime in: The important questions

    It’s important that we explore this issue on both sides, so if you’re a marketeer (or a vendor) please read Doc’s post and weigh in on the issue:

  • So who really ‘owns’ the community?
  • Who should be leading the charge within a company to do this?
  • Is Doc right? Brands can never be part of communities, only people can?
  • Update: Shel chimes in and thinks I’m getting too close to clients am I sell out? Be sure to read my comment on his post.

    Open Source products are often high on innovation but low on user experience and are often not presented well to the market. They come across as geeky, not user friendly, and sometimes, just ugly.

    As these passionate engineers build these fantastic new products, they can be beat out by a large established company with sophisticated marketing and designers (although potentially inferior products). Take for example that I’ve been pretty vocal with the fact I believe Open ID needs a marketing strategy (note they’ve improved with some videos and adoption is picking up)

    I know that pisses off a lot of engineers (many who look down their noses on marketing) but apparently companies like Sony had better MP3 players yet Apple’s superior marketing won the cause. How many of your friends have iPods? How many have Sony’s MP3 player?

    So how could this be fixed? I was in Barcelona with some of the top bloggers in the area at our blogger dinner over Tapas and beers and we got onto the discussion on how there are some great open source products out there they really need business and marketing strategy in order to be successful.

    How could this work? Open Marketing could be a virtual team of marketing professionals that could be centralized, and help create specialized marketing campaigns for products, and of course sharing in on whatever revenues or recognition that are generated.

    Listen in, as Sergio Gaga, Tomy Pelluz, Christian Van der Henst, and Alex Maneu share their opinions.

    If you know of any groups that are already doing this, or you would want to get involved and participate, please leave a comment.

    It’s nearly 2008 and many companies are starting to plan for next year’s web strategy budget. This can include many, many different types of activities, including resources, staffing, and outsourcing services.

    Find out how to deploy your resources, and how social media is a ’soft cost’, which I referenced this in my webinar with Seth…but forgot to credit Ian, so here I am now, thanks Ian for being a thought leader

    I talked with Ian Lurie, CEO of Portent Interactive, who shares with me how companies should start to think about how the budget their resources. Ian’s written a book called Conversation Marketing, which I’ve read and reviewed. If you look carefully, you’ll see Brian Keith hanging out in the lobby.

    Have you seen my list of the Many Forms of Web Marketing for 2007? I’m going to update it soon, what should be added?

    Before you click play: Do you know what Widgets, Applications, and Canvas Pages are? Can you articulate the differences? Leave a comment below and tell me if you passed this self-quiz.

    Thinking of deploying a widget in Facebook or other online community? Rodney Rumford shares with us the difference between Widgets, applications, and canvas pages. I was glad to meet Rodney yesterday at Seattle’s Web Community forum.

    I also asked Rodney, what should marketers do before deploying widgets, he shares his strategic viewpoint that aligns very well with the POST methodology.

    Find out how widgets can be used for interactive social games –engaging communities.

    Tags: wcf07

    Lars Schwenk, General Manager of Cyworld Europe shared with me what it takes to be a community, we were at Forrester’s Consumer forum in Barcelona.

    If you’re not familiar with Cyworld that have heavy penetration in South Korea, (50% of Koreans is a member — and that 95 percent of its target youth market is active -Marketwatch) where it was birthed. Find out his four components of community: Communication, Collaboration, Self-Expression and what he calls “Peeping”. Something I swear I’ve never done.

    I asked my Twitter network (over 1700 of them) what questions to ask Lars, and David Berkowitz wanted to know what we could learn from Asia’s deployment of Cyworld and what it means to the United States. If you’re interested in social networks in Asia, I was recently in Singapore and asked their top bloggers (video), two months ago I was in HK and talked to many of the web leaders, check out this four part series.

    Cyworld launched in North America yet adoption has been very low, I learned from my travels that social technographics vary by culture, so to simply re skin a website for regions doesn’t work. Web Strategists must understand the people who they want to serve first, one size does not fit all!

    Katie Paine shares how internal teams use measurement of social media, she’s been doing PR measurement for years, and has evolved to measure social media. She’s often told me “if you can’t measure it, you can’t manage it”. Of course, trying to manage social media has been hotly debated in my last post.

    She invited me to present at her metrics conference a few months ago, but new hire training took priority. She’s one of the top thinkings and practitioners in the space, so give her your full attention in this video. Learn more about her company KDPaine and Partners, thanks KD for your time.


    You may remember the video blog, Web Strategy Show I used to run at PodTech (my previous employer), the show is designed for those who make decisions for websites, (I call it a Video White Paper) and I interviewed many of the top thought and practice leaders in our industry. These videos tend to be longer in duration, I use a tripod, and we discuss the topics in advance. This is different than my quick “street” video shots I do with my digital camera.

    Having left PodTech, (a great place for content creators, as I get to take my show with me) I didn’t get a chance to publish all my tapes (there’s just a few interviews left), and put out a blog post to see if anyone wanted to publish them on my behalf. Cece, from On24.com, a webcasting and media company for some well known brands, immediately contacted me and followed-up. They have a quite a few other videos focused on IT and Marketing topics, on Insight24. They’ve even created a specific channel for the Web Strategy show.

    Thanks to Cece and the very professional On24 team!

    Many video bloggers have emerged, but very few have been able to turn it into a profession, how’d he do it? tune into this video, and found out what motivated him.

    Steve Garfield is a videoblogging hero. He’s one of the few in the medium that is able to monetize, hold an audience and continue to build great content. For the industry (I was in it) it was difficult, although there are advertising and sponsorship dollars, they’ve not shifted over from the TV audience (although it’s clear eyeballs are moving to the web).

    One of the things Steve prescribes is to keep videos short, you’ll notice I have two types of videos, long form “web strategy show” videos that are 10-15 min, and “street style quick interviews” that are 2 minutes. I try to list my time codes, esp when they are short, I want to respect your time.

    I really enjoy Steve’s online charisma and energy, for some reason, he presentation and delivery reminds me of the great Jerry Seinfield. That’s saying a lot, as I’ve met a lot of our famous video bloggers after working at PodTech.

    I’ve been slowly posting the Boston videos to my blog, (I space things out over time) and Steve was the best, and therefore the last, yesterday he actually beat me to the punch, and posted on his blog. Be sure to see his vlog post on mediasnacking.

    Steve, thanks for taking the time, we really enjoy all that you share.

    One of my favorite people I’ve had the chance to meet online, do some joint projects, and finally meet in person is the wonderful Ann Handley of Marketing Profs. What is Marketing Profs? I describe it as a user group, trade pub, educational resource, and of course a community. They have a blog, twitter account, and Facebook account, so go sync with them. Ann and her team does a great job providing never ending great content for Marketers, all packaged nicely and tightly for their audience. I was so pleased to meet her in Boston at the blogger dinner, and we immediately hit it off as we did online.

    Ann has been leading up the social media aspect of the company, listen in to find out what tools she’s been using, sorry for the shaky cam, I’m usually better, it was a long night, I recorded quite a few interviews that night.

    A few weeks ago, I met some SF folks at Lunch 2.0 in SF (see pics of this rooftop party.

    Randy Fong is a Flex champion and evangelist and gives us his reasons why he prefers to develop there. He tells us about the differences between Flex, Ajax, and Silverlight, and answers which one he thinks will have a faster development time.

    I probed him about measurement, which has been a point of contention for many web strategists, he gives his response.

    There’s a lot of web strategists reading this blog, tell me about which technology you’re using for rich user experiences and why.

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