June 23, 2009

That’s Why We Actually DO the Tests

When I was running testing teams at Microsoft, we often would get pushback on why we need to run our full test suites at the end of the project.  While time consuming and tests that almost always passed, we often would find small bugs that had “regressed”—functions that used to work but were broken in the process of fixing or changing something else.  In the midst of my team finding a showstopper issue with something that should’ve worked, couldn’t possibly fail, etc., we would again illustrate that’s why we actually do the lengthy regression and stress tests.

Boeing is running into a similar situation with the development of their 787 Dreamliner.  While computer models had simulated stress testing of the wings without problem, actual testing by bending the wings identified areas that needed extra reinforcement.  From the Seattle Times:

Scott Fancher, the head of the Dreamliner program, explained the structural problem in a conference call early Tuesday morning. He said that late in May engineers, performing wing bend tests on the airplane that is set aside inside the factory specifically for ground testing, found that strain gauges showed higher stress than predicted by the computer models at multiple points along the upper part of the wing-to-body join.

:

When engineers checked the areas flagged by the instruments measuring the strain, they found evidence that the structure was indeed stressed. Asked if that meant delamination, meaning separation of layers in the composite material, Fancher didn't specify exactly but hinted that visible damage was apparent.

That’s why we actually do the tests.

 

Technorati Tags: ,,,

June 12, 2009

The Day that TV Died

Static TV 2 by SifterToday is the day that TV died… analog TV that is.

As of midnight tonight, televisions stations will be making the switch so that their broadcasts are now digital only.  If you are getting your TV signal via rabbit ears, you will need a convertor box to convert the digital, hi-def signal back to analog  (or buy a new HD TV).  If you are a cable, satellite, or FiOS subscriber, you can continue to use standard TVs without the convertor.

The official DTV transition site is http://www.dtv.gov.  Some questions and answers are posted in a Times article here.

To recognize the day that TV died, Henry Blodget has a great article that admits “Sorry, There's No Way To Save The TV Business”. 

The traditional TV industry--cable companies, networks, and broadcasters--is where the newspaper industry was about five years ago:

In denial.

As with print-based media, Internet-based distribution generates only a tiny fraction of the revenue and profit that today's incumbent cable, broadcast, and satellite distribution models do.  As Internet-based distribution gains steam, therefore, most TV industry incumbents will no longer be able to support their existing cost structures.

See http://www.businessinsider.com/henry-blodget-analysts-begin-to-realize-that-theres-no-way-to-save-television-2009-6

March 18, 2009

Crowdsourcing a tough problem: Washington State’s Budget

In order to tap into the wisdom of crowds, you need to make their participation easy and maybe even fun.

The Washington State Legislature is struggling with a $8 to $9 billion shortfall in the state budget.  Drastic cuts are being considered.  Some have floated ideas for closing tax loopholes, increasing tax rates, or new taxes.  How do you present a complex idea to the voters for their feedback?  The governor and the legislature have offered online spreadsheets.

Below is a game that I helped design for Fuse Washington that allows you to balance the state budget.  Unlike the spreadsheet, it offers an intuitive way to look at different categories for revenue and expenses.

YouBudgetScreenShot

To play the game, go to www.YouBudget.org

August 02, 2008

Internet Explorer 7 and SiteMeter: Remember your Customers

Starting yesterday evening, any web sites that used third party tracking tool sitemeter were unreachable by users that are using Internet Explorer 7.  IE7 is the default browser on Windows Vista, and a recommended download on Windows XP.  Customers browsing to sites running sitemeter were effectively "down" as visitors using IE7 would get the error message that said "operation aborted" and a blank page.

The problem--which a known bug in Internet Explorer--was caused by an update in the javascript code that sitemeter is using.  (This has been fixed today.)

I don't which is scarier...

  • sitemeter released an update to their javascript code on a Friday.  (Not releasing updates on weekends or holidays unless you can avoid it is probably covered on the first day of Operations 101.)
  • sitemeter is not testing with Internet Explorer 7!

I know that there has been a lot of excitement for Apple's Safari (available on Mac and Windows) and Mozilla Firefox, but remember IE still has 74% market share, according to Wikipedia.  I've had the same experience reviewing logs of my sites.

April 10, 2008

Emergency Broadcast System finally may come to cell

Before the technology revolution, people may remember the regular tones and "This is a test of the emergency broadcast system.  This is only a test."  Nowadays, kids are surprised that they cannot simply send text messages to 911 when then are in trouble.

Finally, the federal government and cell carriers are coming up with a plan for national alerts via text messages.

The Wall Street Journal reports such a system "could be in place" by 2010. 

January 27, 2008

More Videos from CES 2008

The Spokeman's TXT Blog continues to release stories from the Consumer Electronic Show.  Some that I produced or reported include...

Jim Beaugey shows off the Peavey Riffmaster Guitar Controller.  It is a real Peavey guitar with Guitar Hero controls instead of strings.  You can also customize it from with custom artwork. 

George Parthimos explains the free MiRoamer site that helps you find your internet radio sites around the world and MiRoamer devices that you listen to your favorite internet radio sites without a computer.

Microsoft's Kirk Gregerson demonstrates Office Live Workspace that takes your office documents and collaborate on the internet.

 

January 18, 2008

Reporting from Consumer Electronics Show

January 2008 -- The Consumer Electronics Show is Las Vegas' largest convention, highlighting the latest gadgets and technology for home and car.  I worked with Doug Dobbins to produce podcasts reporting from the event.  Our work is published on the Spokane Spokesman-Review's TXT blog and the upcoming TakesOnTech.com.

Stories will be published throughout January.  Some highlights...

Interview with Netflix VP Steve Swasey on their partnership with LG to deliver a set-top box to watch movies instantly from the internet.

Phil Raman explains Wireless USB, a technology to eliminate wires needed to connect your laptop to various devices.

 

Technorati Tags: ,,

October 22, 2007

PDC policy: no new regulation of internet

Following up with its questions of Campaigns and the Internet, the Washington State Public Disclosure Commission staff has prepared a draft interpretation of rules for the full commission to discuss and adopt at its meeting on Thursday, October 25th at 9:30 AM in Olympia.  Update:  This policy was adopted by the commission at their meeting.

This interpreation of the rules were proposed based on a panel I participated in regarding the Internet and Campaigns on August 20th and Commision discussion on September 28th.

[note:  all of these quotes are draft proposals by staff to the commission and not yet adopted] 

The Commission’s intent in providing this Interpretation is based on state voters’ strong interest in public disclosure of campaign financing which allows the public to “follow the money.” However, the Commission also recognizes the unique and evolving nature of the Internet, and that it often offers no-cost or low-cost opportunities for candidates, voters, bloggers and others to participate in the political process. The focus of the agency will be to first apply current state laws and rules to Internet activity where possible, before promulgating new rules or amending current rules.

The draft interpretation includes the following general principles:

  • The PDC wants to "not interfere with the free flow of political information via the internet, particularly when the information is provided at no or little cost."
  • The PDC recognizes the "internet is unique and evolving and warrants a restrained regulatory approach at this time."
  • Where possible, "state regulation of Internet activity will follow the Federal Election Commission approach" (which does not regulate or require disclosure for uncompensated bloggers, and only requires disclosure on expenditures by people buying ads or paying consultants). 

Some specific items mentioned in the proposal include:

Payment is key.  Paid advertising placed on another’s web site is subject to disclosure and reporting by the person paying for the advertising.  If no cost is involved (such as a link or web badge), no reporting or disclaimers are required. 

Note:  If web site owner, blog or internet provider normally charges a fee, but provides that service to a candidate for free, it is an in-kind contribution to that campaign. 

Tip Jars / Pledge Week:   A blogger who simply has a "tip jar" and has no direct payment arrangement with a candidate, campaign or political committee to post specific information in support or opposition to a candidate or campaign in exchange for the "tips" is not subject to any PDC regulatory requirements, nor is the donor.  

Media exemption.  Staff recommends that the PDC apply the media exemption to online publications at this time.

Overall, as campaigns move in internet time, it appears that staff--for now--is recommending tha the Washington State PDC let them be.  And the Public Disclosure Commission agrees.

September 27, 2007

PDC discussion: media exemption, tip jars, disclaimers, technical volunteers

The Washington State Public Disclosure Commission (PDC) is considering including web sites in their requirements for reporting for political campaigns.

PDC Assistant Director Doug Ellis summarized his memo, emphasizing the guiding principles that staff developed.  Staff is looking to the commission for "general direction" for rulemaking, if the commission decided to take action here.

PDC Counsel Nancy Krier discussed the approach used by the Federal Election Commission (FEC), which takes a "follow the money" approach for spending, not sites receiving advertising revenue.  She mentioned that the fact the PDC is looking at the internet reflects they are "cutting edge" and "ahead of the curve", and couldn't mention examples from other states doing so.

The discussion compared the FEC approach, current state law and regulations, and potential areas of interest for action:

  • media exemption--does it apply to bloggers?  Currently, it doesn't for Washingotn State races.
  • how to identify who is the person or organization behind web sites?  Currently, sites are not required to disclose.
  • does income from "tip jar" contributions to political sites get reported?  Currently, it would only be reported as spending if contribution came from a candidate or committee.
  • are disclaimers required on mass email?  Currently, they are not in Washington State races.
  • what is the threshold volunteers who are freelancers or semi-professionals provide services of web site deign and maintenance without it being considered an in-kind contribution?  The commission discussed having a threshold of $10,000.

The discussion between Commissioners and Staff was fairly detailed, informed, with good specific questions based on scenarios that we laid out in last month's panel and others that the commissioners are exploring.

The PDC recessed for lunch without formal action. 

Net Neutrality: It's About Fair Access to All On the Information Superhighway

...Not Just an Interestate vs. Toll Road

Today, Verizon Wireless declined to allow a political campaign to send text messages over their network.  This was for a campaign where the receipients of the text messages had explicitly signed up to receive them.  But the corporation said that the messages were too controversial.

Most telecommunications companies have opposed net neutrality saying that it would prevent them from building a express delivery "toll road" that provides selected cusotmers with faster or guaranteed service for delivering their content (for extra pay, of course). 

But, this example illustrates the importance of network neutrality in treating all internet traffic equally, regardless of content or origin.

Update:  Verizon has reversed themselves and are now allowing the campaign.

September 26, 2007

Campaigns and the Internet: Part II

PDC Memo:  Internet Campaign Activity The Washington State Public Disclosure Commission (PDC) will discuss "Issues Related to Campaign Activity" at their meeting on Thursday, September 27th.  Assistant Director Doug Ellis has prepared a memo for commission members talking about how they can proceed with general internet rulemaking if the commission decides to go in this direction. 

(Last month, I participated on a PDC panel discussing the Internet and Campaigns.)

The memo's "guiding principles" are encouraging, recognizing the internet is unique, evolving, and critical to the free flow of political information.  They suggest following the Federal Election Commission when possible--which has determined not to regulate uncompensated bloggers and treat them like media.  People hired by political campaigns or advertising purchased are still covered by disclosure and reporting requirements.

Some questions proposed in the memo:

  • Does the Public Disclosure Commission want to extend the media exemption to mainstream media web sites?  To bloggers web sites?
  • Does the Commission want to require "paid for by" disclaimers for web advertising, including web badges and other community-building tools?
  • Does the Commission want to require disclosure beyond that currently required by candidates, political committees, or employers that pay bloggers?  (They mention examples of "tip jar" or "pledge week" contributions are not currently tracked--something they questioned us at length during last month's panel.)
  • Does the Commission want to require disclaimers on emails at a certain level of distribution or monitor complaints about unidentified emails?
  • Does the Commission want reporting requirements for computer use, investments and maintenance when computers are for "general use"?
  • Does the Commission want to add web site design, maintenance, and similar services to the list of "volunteer services" that do not require disclosure if the volunteer is not compensated as a professional outside of the campaign?  (What is the threshold for compensated professional?)

If the PDC is going to propose new legislation, notice with the legislature would have to be filed before October 24th.  Draft language could be presented at the PDC meeting on October 25th. 

I'll blog from the meeting in Olympia tomorrow.

Evaluating internet media sites: 4 Qs of QoS

checklist image When I'm asked to evaluate internet media sites, I look at the 4Qs: 

  • Quality Customers:  How are your customers finding and using your site?  How do you identify who are the most active, quality customers?  Who are the next targets to cultivate into your best customers?
  • Questions:  how can people get questions to you?  Are you making it easy for people to contact you and you to get all feedback, positive and negative.  Bad news is great--if you have complete enough information to deal with and fix the problem
  • Quotes:  what are people saying about you?  What is happening on the internet where people are quoting your site or commenting about your site? 
  • Quick Response:  How quickly can you respond in putting content on your site?  If you are first, you can shape your own press and media coverage, directly respond to customer/constituent concerns, and encourage and train people to go to your site first.

This information exists.  Your web site design (and more importantly, your web site platform) needs to make answering these questions easy.  Once you have the data, now do something about it.  You need to be using this information on a regular basis to drive continuous quality of service (QoS). 

September 19, 2007

New York Times Tears Down Its Subscription Wall

Today, the New York Times offers its entire online contents for free, including columnists such as Thomas Friedman previously available via a Times Select subscription.  The decision is an acknowledgment by management that the Times stands to earn more money through advertising sales from increased traffic on its website than it did by asking readers to pay a fee for its premium content.

"The big thing that has happened really is that ... search has been far and away more than anyone imagined such a massive driver of traffic," said Vivian Schiller, a senior vice-president at NYTimes.com.

The NYTimes also has its archives available back to 1987.  Details here.

They also do a good job of implementing RSS for feeds for their home page, different sections, and individual columnists. 

August 20, 2007

Campaigns and the Internet: Should They Be Regulated?

 

On Wednesday, I testified before the Washington State Public Disclosure Commission on the Internet and Campaigns. The meeting broadcast is available at www.TVW.org and will air on TVW on Tuesday, August 21st at 8:AM and 4:PM.

I was part of a panel with Bob Stern, President for the Center for Governmental Studies (and previously General Counsel to the California’s Fair Political Practices Commission--equivalent of the PDC), Steve Hoersting, Vice President of the Center for Competitive Politics, former General Counsel to the National Republican Senatorial Committee (and an expert on the FEC), Stefan Sharkansky, founder of SoundPolitics.com, and David Postman, chief political reporter and blogger for the Seattle Times. Some background material for the meeting is posted here.

My role was as a podcast producer and consultant—one who had worked on political campaigns before.

The hearing started with examples of how the internet is being used in campaigns from presidential races, nationally-known voices with strident messages, individual blogs ("everyone's entitiled to my opinion"), and shared video using sites like YouTube.

During opening remarks, I added the idea of community not reflected in the examples. I talked about local blogs as being an online town hall bringing people into the public dialogue and having in-depth conversations. I talked about the roles that political blogs like SoundPolitics and Horse’s Ass are filling in the roles of local newspapers, providing analysis and even doing original reporting.

Bob Stern outlined some of the research California has done, but said that if the PDC decided to act here in tackling campaigns and the internet, they would be "leading the nation" and "ahead of the game".

Stefan Sharkansky talked about how expressing his political views and commentary on his web site is similar to the mainstream media outlets (like Postman's blog) or offline counterparts.

David Postman talked about how the internet is exploding, how quickly things are moving (both with technology and reporting), and the effectiveness of blogs as word of mouth and potentially generating press.  He talked about the challenges of determining who is a journalist--something the legislature struggled with in considering "shield law" last session.

Steve Hoersting outlined how the FEC treats uncompensated bloggers—bascially not putting restrictions or reporting requirements on individuals blogging on their own time, even if they are volunteers for a campaign or work in politics elsewhere. Candidates are required to disclose their expenditures when hiring bloggers and consultants, but the individual blogger's freedom of speech is not impacted.

FEC was very reluctant to determine which sites were "the press" or not. They drew the line on paid ads, not content on the particular site. The advertiser, not the web site operator has the responsibility of complying with campaign law.

As we talked about how bloggers generate their revenue, the panel talked through various scenarios about internet advertising and how campaign or candidate spending would show up on existing PDC reports.

Some questioning was around independent expenditures and especially paid bloggers. Commissioner Jane Nolan asked about the process of creating a video podcast and how to get airtime.

Some of the discussion here talked about how news media would be impacted.

The discussion also talked about well-known issues of appearance of corruption including Armstrong Williams, Jerome Armstrong, and the consultant behind the ad mocking Hillary Clinton using Apple’s 1984 Superbowl ad. One note that the panel mentioned that wasn’t emphasized enough—these instances were a handful of tens of millions of active blogs.  And that the possibility of generating interesting and entertaining video is in the hands of more and more people.

Overall, closing themes from all of the panel members was that...

 

The PDC should tread carefully. Many scenarios involved not only the organized campaign (or opposition) but also an individual supporter or volunteer that could be caught by requirements. The 2003 report from Bipartisan California Commission on Internet Political Practices still applies today and illustrated several problems with regulators not understanding the nature of the internet, or unintended consequences with taking action.

PDC assistant director Doug Ellis summarized the following timeline if the PDC wanted to take action for new regulation or reporting requirements for the 2008 elections.

  • 9/27 meeting: Commissioners would need to give general guidelines and direction to staff for any proposal
  • 10/24 meeting: Commissioners would need to consider any draft language
  • 12/19 meeting: Any draft language would need to go the code revisor’s office.
  • January 2008: Formal approval and action.

 

Notes:  I updated this entry with some additional notes once I was able to review the hearing broadcast, plus with some helpful feedback from Bob Stern. 

  • Steve Hoersting posts "The Internet Isn't the Problem" in his summary of the meeting here.
  •  Press coverage from the Olympian is here.
  • The Seattle Times finally published an article on regarding this hearing, appearing on the paper on September 3rd. 

July 18, 2007

Kids say e-mail is, like, soooo dead

A special feature on News.com reports on the next generations immersion in web, cell phones, IM, and online communities.

"Sometimes I say I e-mailed you, but I mean I Myspace'd or Facebook'ed you," said Maria Butler, the host of teen podcast Emo Girl Talk.  With friends, Bulter said she only sends notes via a social network.

With tens of millions of members on their respective networks, MySpace and Facebook can wield great influence over a generation living online, either through the cell phone or the Internet.

To hear the teen panelists tell it, that means e-mail will be strictly the domain of business dealings.

The millennial generation is only dealing with email as required for work and business.  If you want to reach them where they live, check out new media and social networks.

July 15, 2007

Blogging Anonymously? Just 'Fess Up

In exchange on transsportation policy on SoundPolitics.com today, State Representatve Deb Eddy (commenting as DebO) was identified in the comments by someone solely based on the style of her writing.  Eddy did acknowledge her identity leading to a good discussion later acknowledged by Eric Earling.

And note this happened without tracking of IP addresses or other metrics out there.  Like I have reminded people before, you are not anonymous on the internet.

Especially for someone who is an elected official (or company executive), you might as well go ahead and take the credit for being involved in the online discussion in the first place. 

Full disclosure (also highly recommended);  Deb Eddy was a client of mine during her race last year.

July 11, 2007

iPods for WASL test preparation?

When I read the headline, I thought "wow, maybe educators are doing something innovative" in dealing with students who have done poorly in the WASL, Washington's states assesment test of student learning, which will become a graduation requirement in 2008.

Have they developed cirriculum or study materials as a podcast that kids can listen to or watch on the iPods?  Have they developed a way to take interactive quizzes on the device, a la Qwizdom?

Aargh.  It's just a bribe for a summer school tutoring program...

A donor, who wants to remain anonymous, will pay for the iPods for all students who complete the math-tutoring program. The city will buy iPods for students in the second program.

Students sometimes are offered other incentives for learning, such as a book, or even the chance to win Sonics tickets.

But this may be the first time that all students who complete a program will receive such a pricey gift.

It remains to be seen whether an iPod shuffle will be enough to entice high-school students away from jobs and other summer activities.

The full story is at the Seattle Times.

July 10, 2007

Widgets... on your desktop, phone, web page, or device

I've talked about RSS as a subscription platform for folks to "subscribe" to the information you care about through feeds, blogs, and podcast.  Building on this infrastrcuture are gadgets and widgets, which provide additional functionality. 

These mini-applications provide an interesting functionality because they are lightweight--easy to install, limited security risks (at least as of yet), and run on computers, phones, or other devices.   (Mapping functionality on the iPhone is a similar to a widget that you can put on your home page).

To a certain degree, these gadgets and widgets even roam.  Adding widgets to Google's iGoogle, My Yahoo! or Microsoft's live.com follow you on any computer once you sign-in.

Monday's Spokesman-Review has a good article on widgets...

Short history lesson: The Mac community began adding widgets to the dashboard years ago. For many Mac users, the word widget refer exclusively to applets for their operating system. But now Microsoft is in the game and they use the term gadget. The new version of Microsoft’s Windows Vista now installs a SideBar panel on the desktop that collects and displays a wide range of gadgets.

One reason for the proliferation of widgets or gadgets: They place minimal demands on a computer’s resources. “With the right architecture and open protocols, developers can do cool things while not impacting the stability of the desktop, a phone, a Web page or a device,” said Jay Arnold, a tech and media consultant in Kirkland,Wash.

That means that gadgets can be customized, resized and easily tweaked by users who want to modify the content being delivered.

Among other popular gadgets are flight-trackers, gas-price charters (monitoring a specific zip code, for instance), and literary or Bible quote-of-the-day feeders.

:

The value of the gadget on the desktop is that instead of going out and getting information, the gadget finds it and retrieves it instantly,” said Shawn Davis, creative director at Zipline Interactive. “It’s one more way for a Web site to be active, instead of just sitting there.”

Technorati tags: Gadgets, Widgets

May 21, 2007

Word of blog becomes new word of mouth

Companies need to have a strategy for influencing these new influencers.  Author Paul Gillin emphasizes:

No longer will 30-second TV ads reach the right audiences. "Word of blog" is the new word of mouth.

In this era, Gillin advises public-relations practitioners who want to contain bad news and control messages in the age of blogging to give it up.

One-way corporate news releases no longer cut it.

See the full article in the Seattle Times today.

May 15, 2007

What If Rules of the Game Change?

Coach Tom Newell is asking the question "What If?" in his basketball exposition "For the Love of the Game".  The veteran coach is staging a basketball game on June 16th in Seattle that raises the hoops to eleven feet.  Admission is free, with a food collection for Northwest Harvest. 

What are the impact on teamwork, speed of the game, defense, and the role of the "big-man" center?  The results may surprise you.  Coach Newell discusses his expectations for the game in NBA Game: Time for a Change?

The FamilySportsLifeToday.com web site and podcast, produced by WINtegrated Solutions, has resources for parents, coaches, and kids of all ages involved in sports. 

Learn from the experience of Coach Newell and Coach Guy Perry.

 

Technorati Tags:  For the Love of the Game, Tom Newell, 11-Foot Baskets

March 23, 2007

Podcasting Audience up 18%

Podcasting News has an interesting roundup of an upcoming report from Edison Media Research:

  • The audience for podcasts is up by 18% from a year ago. In 2006, 11% of those surveyed listened to audio podcasts; in 2007, the number was 13%, about 18% growth.
  • Podcast awareness has exploded in the last year, growing from 22% to 37%.

There is some discusion of how they defined "video podcasts" and how that impacted the video podcast numbers, which didn't show the same explosive growth that you would expect with the YouTube phenomenon.

The article also says "Consumer-controlled content is clearly the future for both audio and video, and podcasting, by whatever name you choose to call it, is the precursor to that vision of the future."

The demographics in the report confirm some trends that I have previously reported to clients.  Podcast audiences splits evenly male and female and cuts across age demographics.

The report also includes good information about expectations as podcasting proceeds along the standard "technology adoption curve".

 

Technorati tags: Podcasting, Podcast Audience

 

March 19, 2007

Internet Metrics for the Presidential Primary

An article in today's Wall Street Journal talks about internet metrics for measuring success in the crowded presidential primaries.

"You had the money primary. The endorsement primary. Now, you have a Web 2.0 primary going on concurrently with the traditional money and consultant chase and stuff like that," says Howard Mortman, a former MSNBC producer, blogger and now head of the public-affairs practice at New Media Strategies, an Arlington, Va., Internet market-research firm.

While the list some standard metrics like unique users and MySpace friends, the key issue is whether they have built their own media platforms that allow them to talk to the public directly--not relying on them to come back to the site.  Some more interesting metrics would include:

  • subscribers to blog feeds and podcasts
  • number of supporters willing to pass things forward to their network:  email, text messaging, social networks
  • subscribers to newsletters
  • viral activity on compelling content (the YouTube effect...)

Whoever masters those is the one that will win the Web 2.0 Primary.

 

March 14, 2007

How do you hear about customer complaints?

In response to a column on MSN Money, tens of thousands of people responded to complain about Home Depot's customer service via email to the editors and comments to the story.  Home Depot's CEO responded with a post himself.

I'm Frank Blake, the new CEO for The Home Depot. I've read a number of the postings on the MSN message board (unfortunately, there were a lot of them), and we've dispatched a dedicated task force -- working directly with me -- that is ready and willing to address each and every issue raised on this board. Please give us the chance.

There's no way I can express how sorry I am for all of the stories you shared. I recognize that many of you were loyal and dedicated shoppers of The Home Depot . . . and we let you down. That's unacceptable. Customers are our company's lifeblood – and the sole reason we have been able to build such a successful company is because of your support. The only way we're going to continue to be successful is by regaining your trust and confidence . . . and we will do that.

We've already taken steps to cure many of the ills discussed on this message board...

The real problem here (In addition to the problems in complaints by customers) is that Home Depot wasn't listening.

Blogs, podcast, and the internet in general gives everyone a voice.  Are you paying attention to what your cusotmers are saying?

You should actively seek out feedback--both through your web site, but also on your customer's terms.  You should have a plan to monitor for mention of your firm (or candidates for political campaigns) throughout the internet, preferably in near real-time.  You should have a plan to respond quickly, personally, and sincerely when you see a complaint. 

Welcome to customer service and constituent service in the 21st century.

 

February 23, 2007

You are NOT anonymous on the internet

After a damaging cell phone conversation was taped and leaked to the press in 1997, a political campaign put stickers that said "It's a radio stupid" on their cell phones reminding people that analog cell phone conversations could be intercepted and recorded. 

Every once in a while you need a reminder like this. 

Today, the issue is about the internet.  This shouldn't be a newsflash, but you are not anonymous on the internet.

Washington State Representative Geoff Simpson (47th District in Kent) was discovered as the anonymous poster "PDC Expert" on the local politics blog SoundPolitics.com.  Stefan Sharkansky discovered his identity by tracing the IP address of the comment posting to King County and then made a public records request.  King County's response identified a Kent fire station and Simpson disclosure it was him.

I applaud Rep. Simpson for getting involved in the blogosphere and sharing his point of view, but folks you should always remember some basic information.

  • You can be (generally) tracked on the internet.  Your computer is assigned an IP address when you connect to the internet.  This address will show the domain name of the company providing the connection (for example, verizon.net, comcast.net, aol.com, or your employer) and generally your location.
  • Savvy webmasters will use this information, potentially in real time.  Knowing where your customers are coming from is an important metric. Some webmasters may have their systems programmed to alert when folks from a particular domain name view their content (for SoundPolitics.com, evidentially metrokc.gov, given this example and previous hounding of King County Executive Ron Sims).
  • Be sensitive about the computer you are using.  Your employer may also maintain logs about your activities which can impact you both with their usage policy and beyond (for example, being used in a lawsuit.)
  • Hiding behind names goes both ways.  In a separate blog post on the Stranger's Slog, Simpson gets into an exchange with a user named "Jake" before Jake identifies himself as someone involved in the Young Democrats.
  • Information on the internet lives on after you have moved onEven if content is on a site that you control, Google and other search engines may have cached previous versions.  Don't have an online conversation that you'll regret later.

Robert Scoble, a former Microsoft blogger and author of Naked Conversations, wrote a Weblog manifesto in 2003, focused on corporate bloggers.  But his advice still resonates and applies here:

Rule #1:  Tell the Truth.  You might as well. We'll find it anyway.

 

 

 

 

February 12, 2007

Podcast Advertising Projected to be $400M Market

eMarketer will release a report this week projecting that podcasting advertising revenue should reach $400 million by 2010. 

Podcasting, the hot new media darling before YouTube mania swept in, is poised for a major growth spurt in ad dollars, despite the fact that the young medium’s usage has failed to match the recent proliferation of Apple’s iPod and other MP3-playing devices.

That’s according to a report to be released by eMarketer this week, which finds that spending on podcasting advertising will quintuple over the next five years, from a paltry $80 million base in 2006 to a $400 million market in 2011. (Granted, this is still on the small side, considering the $20 billion interactive ad market expected this year.)

eMarketer analyst James Belcher is betting that a familiar Web power player will spark much of that growth: Google.

Belcher expects that by 2008, the 800-pound algorithm gorilla will develop a version of AdSense that can be easily adapted to podcasts, theoretically allowing any Joe Schmoe podcaster to implement advertising. “That should help grow the market,” he said.

See the full article in MediaWeek...

 

January 05, 2007

Software as a Service: Remote Autoupdate

Many companies think of the "software as a service" trend as providing all services solely on the web, with all functionality available through their internet sites.  (Think Google or Yahoo!.) 

But one of the key parts of "software as a service" -- thinking about software as delivering functionality as part of a subscription, not about buying software occassionally -- is automatically updating your the software running on your computer.  This allows you to add new functionality beyond what is available with the browser, javascript, and flash.  Ideally, this will happen with no user interaction and your software just works.

Some companies do this automatically such as AOL and MSN.  Some ask for permission, require occassional user action, or have to be configured to be automatic.  Examples include updates to Apple's OS X, Symantec's Live Update, or Microsoft Windows Update.

The challenge with doing it automatically is making sure you do not end up with non-functional computer on the other end during the autoupdate.  When I worked at MSN, we were super-diligent with every update we pushed out. 

NASA has successfuly met this challenge by remotely updating the software on the Mars rovers after three years of service!  See http://www.washingtonpost.com/wp-dyn/content/article/2007/01/03/AR2007010300760.html

December 18, 2006

Republican Pollster Says Future of Politics is iPod

A column in U.S. News and World Report says that 40% of 2006 voters aged 18 to 34 own iPods.  And they don't make much time to watch TV, instead using TiVo and other similar devices which skip commericals.  How to reach these critical voters?  Through their iPods.

Republican pollster David Winston says "That's the next environment where people will get their information."

I've been doing a presentation on post-broadcast media that looks at this opportunity.  Contact me if you are interested in more information.

November 28, 2006

Podcasting: Audience Doubles In Last Year

The Seattle Times proclaims podcasting is "not just for geeks anymore".  Some points:

  • According to the Pew Center for Internet and the American Life, the audience for podcasts doubled in the last year.
  • The number of podcasts has "increased exponentially".
  • The article mentions "While podcasting is often associated with the Apple iPod, a person can listen to a podcast on any MP3 device. Similarly, the iTunes software is not necessary; other directories can be found at Podcast411.com, Podcast.net, and Podshow.com.

 

October 31, 2006

Circulation Falls for Seattle Papers; Online Readership Up

But you already expected that.

circulation table

See http://seattletimes.nwsource.com/html/businesstechnology/2003332031_circ31.html

Other area newspapers also saw weekday circulation declines during the six-month reporting period: 5.7 percent at The (Tacoma) News-Tribune; 3.5 percent at the Kent-based King County Journal; and 1.5 percent at The (Everett) Herald.

The article reports page views up slightly for the Times and P-I web sites, but does not report unique users.  Page views is an obselete way of tracking web activity. 

More important is community you build and the number of subscribers that come back frequently--like in your blog or podcast. 

October 26, 2006

CNET lists top 20 WORST political web sites

CNET has listed the top 20 WORST political web sites.  They say it was an embarrasment of riches--there were so many possibilities to choose from.

In addition to not using professionals to build sites, or not keeping up to date with content, some candidates are locked in by limitations in their "campaign web site" software.  Unfortunately, that is the story of Congressman Jay Inslee, who despite having Microsoft in his district (and being astute on technology issues when I've talked with him), is on the list at #13.

In keeping with the spirit of his tech-centric district--which includes Microsoft's headquarters in Redmond--he offers an official campaign blog. It's outfitted with an internal search engine, options for e-mailing entries, and links for subscribing through 11 different readers. There's just one hitch. Less than two weeks before Election Day, this blog includes absolutely zero entries.