Results

Comparing the Various Flickr Account Types

On May 20th Flickr announced their new design as well as new account plans and storage options. As a long time Flickr Pro user, there are a few things I wanted to understand before making a decision about how I'll use Flickr in the future. Since I was finding it difficult to understand the changes, I created the following spreadsheet and asked the world to help me fill it in. (go crowd-sourcing!)
 
I had always used a Pro account because of the need for more than 300MB of storage, but now with a 1 TB available in the free account I (along with almost everyone I've heard from) will most likely switch to the new free account. Yes, there will be ads, but I live with them in Gmail, Facebook and other free services. What I don't like is that it appears the detailed analytics will be going away. I enjoyed being able to see which of my photos, sets and collections were being viewed, liked and commented on.

I am sure Flickr has been feeling the heat from competitors like 500px, Facebook/Instagram and Google+ Photos (Picasa) so I assume we'll see tight integration between Flickr and Yahoo's recently acquired Tumblr as an attempt to increase usage of Flickr.

Hint: scroll around the table, it is not all displayed in the initial view. If you'd like to edit the chart click here.

New C-Suite Future of Work Chief Customer Officer Chief Marketing Officer

NetSuite Manufacturing Moves on Down the Highway

NetSuite held its annual user conference, Suiteworld, last week, and in his day one keynote, CEO Zach Nelson highlighted "NetSuite for Manufacturing."

I wrote about NetSuite's manufacturing functionality last year in my post, NetSuite Manufacturing: Right Direction, Long Road Ahead. Returning to this subject one year later, it is encouraging to see the progress that NetSuite has made. At the same time, there will be twists and turns that NetSuite will face in continuing down this highway.

If NetSuite is going to continue its growth, reported at 28% last year in its core business, it really has no choice but to pursue manufacturing customers. Manufacturers are the largest market for ERP systems and therefore an attractive target for NetSuite's development efforts. Although manufacturers have been slower to embrace cloud computing than many other sectors have, the situation is rapidly changing. In our ERP vendor selection services at Strativa, we find manufacturing companies increasingly open to cloud ERP. Sometimes, in fact, they only want to look at cloud solutions. In other words, NetSuite is at the right place at the right time.

Balancing New Functionality with Need for Simplicity

To more fully address the needs of manufacturing, NetSuite continues to build out its core functionality, with basic must-have features such as available to promise (ATP) calculations, routings, production orders, and standard costing. In some of the breakout sessions, there were indications of that NetSuite is also exploring functionality that goes well beyond the basics: for example, supply chain management (SCM) and demand-driven MRP (DDMRP).

This leads to the first twist and turn that NetSuite will need to navigate: filling out gaps in manufacturing functionality while not over-engineering the system. Oracle and SAP are famous for having manufacturing systems that are feature-rich, requiring significant time and effort from new customers to decide which features to configure and to implement them. Part of the attraction of NetSuite is its relative simplicity and ease of implementation. If NetSuite wants to remain an attractive option for the likes of small and midsize manufacturers, or small divisions of large companies, it will be wise to pick and choose where to build out the the sophistication of the product.

For example, the availability of multi-books accounting (which I discuss briefly in the video at the top of this post) is a good move, as it has widespread applicability to both small and large companies in the manufacturing industries as well as other sectors. But does DDMRP fall into the same category? Moreover, how much SCM functionality do prospects expect from NetSuite, and where does it make sense to partner with best-of-breed specialists, who can better bridge a variety of SCM data sources?

Netsuite's recent success with manufacturers such as Qualcomm, Memjet (discussed later in this post), and others give it real-world customers to validate its product roadmap. It will do well to prioritize new development efforts to the areas where those customers deem most needed. NetSuite may choose, ultimately, to fully move up-market, to become the manufacturing cloud equivalent of SAP or Oracle. But if it does so, there are already a number of other cloud ERP providers, such as Plex, Rootstock, Kenandy, Acumatica, and Keyed-In Solutions, that will be ready to take NetSuite's place serving small and midsize manufacturers.

NetSuite's PLM/PDM Strategy Needs Openness

NetSuite also announced a new alliance with Autodesk to integrate its PLM 360 offering for product lifecycle management with NetSuite's ERP.

By way of background, PLM systems manage the entire life-cycle of product development, from ideation and requirements gathering, through design and development, to release to manufacturing, service, engineering change, and retirement. PLM systems take an engineering view of the product and are generally under the domain of the client's product engineering function. PLM systems generally include product data management (PDM) systems as a subset, to manage all of the product data, such as drawings, specifications, and documentation, which form the definitions of the company's products.

Over the past 20+ years, the integration of PLM and PDM systems with ERP has been a difficult subject. In organizations where engineering and manufacturing work well together, basic roles and responsibilities can be defined and proper integration of data can be accomplished. In organizations where such cross-functional processes are weak, PLM/PDM and ERP often form separate silos.

Autodesk's PLM 360 shows very well, and the story about its cloud deployment matches well with NetSuite. However, it is my observation that the majority of manufacturers would do well simply to establish simple integration between their engineering bills of material (within their PLM/PDM systems) and their manufacturing bills of material (within their ERP systems). Making engineering documentation within the PLM/PDM system available to manufacturing ERP users is also highly desired. Furthermore, there are few engineering organizations that have not already standardized on a PLM/PDM system (e.g PTC's Windchill, Solidworks, and others), and they will seldom be willing to migrate to Autodesk just because the company is implementing NetSuite's ERP.

This is another turn of the highway that NetSuite must navigate: will it offer standard integration to a variety of PLM/PDM systems, or will its answer to engineering integration be, "Go with Autodesk?" I do not believe that an Autodesk-only, or even an Autodesk-preferred, strategy is the best.

Case Studies Encouraging

To validate its progress in the manufacturing sector, NetSuite reported on several case studies.

  • At the large end of the spectrum there was Qualcomm, the $19 billion manufacturer of semiconductors and other communications products. Although Qualcomm has Oracle E-Business Suite running throughout much of its operations worldwide, in 2011 CIO Norm Fjeldheim chose NetSuite for use in smaller divisions, based on the need for implementation speed and agility. As part of that strategy, Qualcomm  has now gone live with NetSuite in a newly launched division in Mexico. This is a nice "existence proof" for a two-tier ERP strategy in a very large company.
  • At the smaller end of the spectrum there was Memjet, a manufacturer if high-speed color printer engines. Martin Hambalek, the IT director at Memjet, did a short on-stage interview during Nelson's day one keynote. Although the company has just 350 employees, it has engineering and manufacturing operations in five countries. Unlike Qualcomm, Memjet runs NetSuite as its only ERP system worldwide, showing NetSuite's capabilities for multinational businesses. Notably, Memjet is also a customer of Autodesk for its PLM 360 system, mentioned earlier. In my one-on-one interview with Hambalek later during the conference, I learned that he is the only full-time IT employee at Memjet: evidence that a full or largely cloud-based IT infrastructure requires many fewer IT resources to maintain.

Customer stories are the best way to communicate success, and these two NetSuite customers substantiate NetSuite's progress.

Rethinking the Services and Support Strategy

As much as ERP functionality is important to manufacturers, there is another element of success that is even more important: the quality of a vendor's services and support. It struck me during the keynotes that, apart from an announcement of Capgemini as a new partner, there were no announcements about NetSuite's professional services. 

More ERP implementations fail due to problems with implementation services than because of gaps in functionality. Functional gaps can be identified during the selection process: but problems with the vendor's implementation services are more difficult to discern before the deal is signed. Furthermore, functional gaps can often be remedied through procedural workarounds. But once the implementation is underway, failures in implementation services are difficult to remedy. Sometimes, such failures wind up in litigation.

In this regard, NetSuite's rapid growth has a downside: it stretches and strains the ability of NetSuite's professional services group to spend adequate time and attention on its customers' implementation success. In advising prospective ERP buyers, I have much more concern about what their implementation experience will be than I do about any potential gaps in NetSuite functionality.

One solution is to build a strong partner channel of VARs, resellers, and implementation service providers to complement or even take over responsibility for post-sales service and support.

During the analyst press conference, I asked Zach Nelson about this point. NetSuite is building its partner channel, but how does it decide what work should go to its implementation partners and what part should be retained for NetSuite's own professional services group?  Nelson's answer reflected a traditional view, that whoever brings the sales lead to NetSuite should get the services. In other words, if a lead comes through NetSuite's own sales team, NetSuite should get the services work. If the lead comes through a partner, the partner should get the services.

As an advisor to prospective buyers, my own view is that NetSuite should rethink this strategy. The party that happens to find the prospect may not be the best party to deliver the services. In fact, NetSuite may be better served by passing off implementation services to local partners that are willing to spend more time with the customer on-site than NetSuite's own professional services group may be able to provide.

At the end of his answer, Nelson indicated that he would actually prefer that NetSuite not be in the professional services business. If so, this is good news. Let NetSuite focus on developing and delivering cloud ERP, and let a well-developed partner channel compete to provide hands-on implementation services. What professional services NetSuite does provide would be better focused on providing support to those partners. 

Just before leaving the conference, I gave Dennis Howlett my initial thoughts in this video interview on NetSuite Manufacturing and multi-book accounting.

Disclosure: NetSuite paid my travel expenses to attend its user conference. They also gave me a swag bag.

Related Posts

NetSuite Manufacturing: Right Direction, Long Road Ahead.

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Emerging Technologies for Customer Experience Report Published by Constellation Research

The case for investing in five emerging technologies for extraordinary customer service

SAN FRANCISCO CA – May 16, 2013 Constellation Research, Inc. the research and advisory firm focused on disruptive technologies announced today the publication of “Compelling Investments for Extraordinary Service”, by Constellation Vice President and Principal Analyst, Elizabeth Herrell. This report helps customer service organizations identify quantifiable value for deploying emerging technologies and steps to build a business case for justifying new investments

This report highlights five key technologies that all customer service organizations should evaluate as these technologies create new revenues, lower service costs, and positively enhance customer experience. Importantly, these customer service investments demonstrate quantifiable business benefits and provide valuable customer insight.

Emerging customer service applications include:

  • Mobile Web - deliver customer support directly from mobile app
  • Automated Web chat -uses advanced natural language speech for Web support
  • Real time analytics -mines data from all types of customer interactions for insight
  • Big Data -collects and analyzes customer data for informed decisions
  • Video mobile- supports visual communications to support smartphones and tablet service

“Although emerging applications offer a tremendous potential, the reality is that business decision leaders need to fully appreciate how these applications will transform their business and provide better customer engagement.  To build a business case, it is necessary to identify the key pain points of the current operations and quantify the cost of not doing anything.” - Report author, Elizabeth Herrell

This report is designed to assist customer service organizations in moving forward with advanced applications that provide much deeper insight into their customers to improve their customer’s experience and also to more successfully automate a higher percentage of interactions to reduce costs.

This report fits into Constellation’s business research theme, Next Generation Customer Experience

 

THE REPORT
Compelling Investments for Extraordinary Service: http://constellationr.com/research/compelling-investments-extraordinary-service
Download the report snapshothttp://constellationr.com/content/report-snapshot-compelling-investments-extraordinary-service

ABOUT Elizabeth Herrell
Elizabeth Herrell is Vice President and Principal Analyst covering customer service and support, contact centers and related customer support applications. Elizabeth’s current research focuses on next generation customer experience.

COORDINATES
Profile: [email protected]
Twitter: www.twitter.com/eherrell
Linkedinwww.linkedin.com/in/elizabethherrell250
Geo: Sedona, AZ

Press Contacts:
Contact the Media and Influencers relations team at [email protected] for interviews with analysts.

Sales Contacts:
Contact our sales team at [email protected].

 

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Interactive Intelligence Cloud Services Grow Substantially

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Interactive Intelligence’s recent analyst event provided insight into their successful strategy for contact center cloud solutions. While continuing strong growth in their core premise based Customer Interaction Platform (CIC), its cloud-based solutions achieved impressive growth in new sales orders and have increased from 5% of orders in 2009 to 35% in 2012.  During 2013, Interactive Intelligence forecasts 50% of sales orders will come from its cloud-based offering.  Interactive Intelligence’s platform offers a comprehensive all-in-one software solution that supports contact center solutions resulting in faster time to market for its customers.  Its tiered pricing model makes it an attractive choice for both small and large customers that want to either upgrade their legacy platforms or are just getting started and find cloud-based services are both simple to deploy and scalable.

 During the last few years Interactive Intelligence has progressively attracted larger sized accounts, while continuing to market successfully in the SMB and mid-market segment.  The company reinvests a larger than average percentage of its profits into R&D enabling it to continue to enhance its product line and introduce new products for value added services. Recent product announcements include its Interaction Mobilizer for publishing mobile apps and linking directly them to agents and Interaction Analyzer for speech analytics.  Additionally, Interactive Intelligence’s functionality has expanded through new acquisitions including Latitude, Bay Bridge (formerly Centerbridge), and AcroSoft.   It also has forged partnerships with Salesforce.com, Oracle RightNow and Microsoft Lync to round out its product line and improve its cloud offerings.

Another milestone for Interactive Intelligence is its international expansion that now includes presence in 35 countries across 5 continents.  This expansion has also lead to adding more international data centers for global cloud services.   Its geographical footprint includes countries such as Canada, UK, Germany, Japan, ANZ and Benelux.  In addition to geographical expansion, it also has achieved success in in key verticals, such as insurance, collections and utilities and plans to increase its foot print in banks and credit unions, outsourcers, healthcare and government going forward.

While many of its contact center competitors stalled or lost market share last year (with the exception of Cisco), Interactive Intelligence kept gaining ground.  I believe that part of its success is due to identifying the market potential for cloud services several years ago and going to market with its CaaS offering ahead of its competitors.  The simplicity and speed of deployment for cloud contact center services offers a good alternative to continued investment in premise solutions and attracts companies who realize that they need to upgrade to meet the demands of customers who expect seamless omni-channel personalized support.  However, the cloud is not right for every company, and Interactive Intelligence wisely continues to offer premise based solutions as part of its core product line.  Another factor that I think is important to its growth is continued large R&D investments in improving its product line across many of its applications to deliver increased value to its customers. 

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Putting Experience Back into Customer Experience

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Yesterday I wrote about the importance of reading mean tweets. It’s a post about the rough and tumble nature of online conversation and what can happen when you step out into the gaze (and full throttle voice) of the social web. And then today, almost on cue, comes what BuzzFeed calls the most epic brand meltdown on Facebook ever.

It began with an appearance on Gordon Ramsey’s reality TV show, Kitchen Nightmares. As you can see from the footage from the show, the episode did not play well for the owners of Amy’s Baking Company Bakery Boutique & Bistro in Scottsdale, Arizona.


No doubt, BuzzFeed did a great job of amplifying an already hot story. But a story can only take you so far. It needs to be stoked. Fed. It needs to be cultivated, fanned and coaxed to become a raging fire.

And that’s exactly what is continuing to happen.

With each comment on Reddit, Yelp or even BuzzFeed, for every tweet and mention on Facebook, owners Samy and Amy step into the breach to fan the flames of this conversation. They continue to take brand experience to a new level with each and every comment or tweet. Take a look at some of the Facebook comments and conversations captured on the BuzzFeed page by way of example.

I am always fascinated at the way that people behave under pressure. Some deal with scrutiny gracefully. But not all of us are able or willing to. And I admit, I was drawn to this unfolding drama … to the flaming tentacles that lashed at every passing message. And then suddenly, the kraken appeared and I became part of the story. A small moment where the story was not part of someone else’s drama, but part of my own.

soc-SamyAmy

And I must admit I was a little flattered. To be singled out here, on the other side of the planet, for my limited cameo appearance. But all jokes aside, there are salient lessons here – not just about social media, crisis communications and brand management.

What intrigues me is that certain point where the social media experience eclipsed the brand experience.

I can already imagine this restaurant becoming a Mecca for an inverted kind of customer experience where diners choose to expose themselves to the Samy and Amy experience unplugged. It has happened before and can happen again. But maintaining this level of performance comes with a cost. And there are precious few who can continue to operate at that level indefinitely.

Where will this go? Who knows. But it is a brand performance that few will forget in a hurry.

 

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Calling All Innovators in Disruptive Technology - SuperNova Awards Application Now Open

The first awards to recognize pioneers, leaders, innovators who use technology to transform business

We at Constellation Research are pleased to kick off the third annual SuperNova Awards for innovators in disruptive technology. If you have completed a project that produced a disruption within your company or industry we want to hear your story!

The SuperNova Awards are the first and only independent technology awards to recognize leaders in innovation and disruptive technology. This annual search for innovators celebrates the leaders and teams who have overcome the odds to successfully apply emerging and disruptive technologies for their organizations.

This year we’re continuing the SuperNova Award tradition, and searching for the boldest, most transformative technology projects out there. If you or someone you know has what it takes to compete in the SuperNova Awards, fill out the application here: http://www.constellationr.com/content/supernova-awards-application

Learn more about last year's winners:

About the SuperNova Awards

All entries are evaluated by our all star cast of judges which is comprised of the top enterprise technology journalists and thought leaders. Compelling applications stand to gain additional exposure as the judges may write case studies and articles about such applications.

Who can enter?

The awards are open to end users only. End users at vendor companies may enter the awards. We will disqualify any vendor applications.

Timeline

  • May 1, 2013 application process begins. Submit applications here: http://www.constellationr.com/content/supernova-awards-application
  • July 22, 2013 last day for submissions.
  • August 15, 2013 finalists announced and invited to Connected Enterprise.
  • September 1, 2013 voting opens to the public
  • October 30, 2013 Winners announced, SuperNova Awards Gala Dinner at Connected Enterprise 

Judging Process

The judging process is comprised of two phases.

Phase I: Judging panel reviews applications to determine SuperNova Award finalists

Phase II: Voting opens to the public. A combination of the public and judges votes will determine the winners of the SuperNova Awards. Judges votes are weighted at 75% of the total. 

Winners are announced at the SuperNova Awards Gala Dinner during Connected Enterprise.

Judges

A notable list of technology thought leaders, analysts, and journalists will judge the SuperNova Awards. See the full list of judges here: http://www.constellationr.com/content/supernova-award-judges

Categories

Award categories center around Constellation's business research themes. Award categories:

  • Consumerization of IT & The New C-Suite
  • Data to Decisions
  • Digital Marketing Transformation
  • Future of Work
  • Matrix Commerce
  • Next Generation Customer Experience
  • Technology Optimization & Innovation 

Awards Ceremony

The SuperNova Award Winners will be announced live, on stage, at the SuperNova Awards Gala Dinner on October 30, 2013 on the first night of Constellation's Connected Enterprise.

Rewards

Finalists in each category will be awarded one complimentary ticket to Constellation's Connected Enterprise.

Winners in each category will win a one-year subscription to Constellation’s Research Library.

More information about the awards including FAQs here: http://www.constellationr.com/content/supernova-award-guidelines

 

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The Intersection of News and Social Conversation

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For news media, as with any industry, social media is a double-edged sword. It offers journalists tremendous opportunity to gather and disseminate information quickly; however, it can just as easily derail the flow of news with rumor and rhetoric. The Web, and the access it grants to the "people on the street," is a powerful resource for broadcast news providers such as CNN; however, it's also a disruptive force that requires vigilant management.

Is social media leading or following the news we report and consume?

Twitter, the ever-popular micro-blogging social network, is among the top sources for news organizations seeking to gather and share information; I turned to Lila King, CNN's Senior Director for Social News for some insights. After all, CNN was recently listed among the most engaged brands on Twitter according to a study conducted by InfiniGraph and Dr. Natalie Petouhoff, and sponsored by Nestivity, an aggregation platform for social conversations.

I reached out to Ms. King to better understand the role of social media in modern news delivery. Below is a transcript of the interview.

Fiorella: CNN seems to have created a niche among cable news programs as "the most socially connected." Was this a strategy designed and executed based on a master plan or did it evolve naturally based on audience engagement?

King: Well, part of me wishes I could tell you that it's all part of a well-articulated strategy set out years ago in a warm, wood-paneled room high on an executive floor. But we both know that'd be crazy-talk. I think a lot of our success on Twitter comes from starting early, from producers and enthusiasts all around the network digging in and learning how the new platform works, and then broadening that out over time to include CNN'ers of all stripes.

Fiorella: Many challenge that cable news stations such as CNN that broadcast news are not really engaging their audience. What is your response to that sentiment?

King: Broadcast news organizations are very good at one-way communication, and that's not really how the Internet works. We can always do better at cultivating conversation and interacting with our audiences. As professional journalists, our training and experience would tell us that the best thing we have to offer is a steady stream of pronouncements on the truth, which on a platform like Twitter translates to rat-a-tat-tat headlines and links back to stuff we have and know. And there is a place and a need for that, and we fill it and that's not something to beat ourselves up about.

But I also think the criticism ignores a higher-level order of engagement that comes when news organizations like CNN listen to and reflect the social conversation in their decision-making and storytelling every day. CNN launched iReport way back in 2006, the same year Twitter got started, with the central idea that the terms of the new digital world required us to learn how to listen and involve our audiences in what we do every day. You may not see it directly in streams of @ replies from @cnnbrk, but the social conversation is absolutely woven into the way CNN works every day.

Fiorella: How would you characterize CNN's engagement strategy on Twitter?

King: The guidance we give to journalists who run our Twitter accounts, both big and small, is dead simple: "Act like a human." In other words, when you are on Twitter or any other social network, be the expert, curious, interesting, responsible journalist you are and that humanity will shine through.

That mantra gets interpreted in different ways depending on the role and goals of the account. For our big flagship accounts (@cnnbrk and @cnn), whose primary responsibility is to share what we know and how, being human is about striking the right voice and tone. For show accounts, it's about listening and creating a framework for the audience to get involved. For individuals, it's about cultivating relationships and revealing who we are.

Fiorella: Many claim that news is no longer news but entertainment, especially when news channels engage on social channels such as Twitter. Do you see a difference between news and entertainment today and what impact does that have on your engagement strategy?

King: Look, news is and always has been a combination of what people are talking about and what news editors think needs to be talked about. You might call the former "entertainment," but I think that's overly simple. Social data tells us what we're into more instantly and clearly than we've ever been able to see it before, and as news editors we shouldn't be shy about using that data to help shape what we cover and how (and how much we tweet about it). The trick is balancing social chatter with news judgment and a good editor's sixth sense for a big story.

You know who's the all-time champion here? Jake Tapper. His Twitter stream is a crazy mix of scoops and sports scores and good reads from the competition, with the occasional picture of a lost dog (Twitter's version of service journalism?). And he plays a quip-y hashtag game with his show audience most days. But all told, his The Lead show on CNN is news with a capital N and there's no way around it.

Fiorella: Social media channels such as Twitter have become intertwined with how news is delivered. It helps spread the message but can also derail it just as quickly. What strategies or tactics are in place to ensure that the channel continues to add value to your audience?

King: Fact-checking and verification has never been more important as it is today, when social media means any random rumor can spread around the world in no time at all. At CNN, we consider it our responsibility to verify social media before we share it or use it on our platforms. Mostly it happens through the iReport team, who will often live-tweet the verified social media of a big event as it's developing.

Fiorella: Given the speed at which news travels, and the competition among media to be the first to report the news, how seriously does CNN take audience commentary via Twitter?

King: We listen to it, but we're not cowed by it. It's foolish not to listen to what people have to say about you, but it's just as foolish to think that's all there is.

Fiorella: How does CNN's team use Twitter as a source to identify (or verify) news and trends?

King: If you walk through the 5th floor newsroom at CNN's headquarters in Atlanta, you see a whole lot of Tweetdeck and other tools for monitoring Twitter. Journalists who are responsible for covering and following areas of the world essentially mainline Twitter on their beats, and use it as both a tip line and search tool for eyewitnesses and first pictures. The verification mostly happens outside of Twitter, using time-tested means like interviews and cross-checking with other facts. You know, reporting.

King's responses showcase the fact that the industry has embraced social media, but seem to be riding the trend currents instead of acting from a prepared communication blueprint. "From the onset, cable news revolutionized news distribution with their 24/7 format, and they continue to innovate with social media by finding new ways to connect with their audience," shares Henry Min, the founder and president of Nestivity. "I've seen a lot of on-air calls to actions to tweet or follow the news and/or on-air personalities. What I'd like to see is a move beyond the one-to-many communications model. What if news topics became a deeper on-going dialogue with the people and organizations we love to follow? News, thoughts and opinions would no longer be a fleeting moment in the social sphere, and viewers would have the opportunity to become active participants."


Add your thoughts to the conversation: Has social media benefited the way you view the delivery of cable news programs? Has it improved it? What's the future of cable news as we increasingly embrace Web-based communication technologies and platforms in our daily lives?

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Simon Says: No WebRTC Devices. But Life Has A Way

While attending the 2013 Aastra analyst event in Dallas in early, May I had the good fortune to sit next to Simon Beebe, Vice President of Product Management at Aastra. Among Simon’s responsibilities are all of the communications endpoints Aastra makes, including Aastra’s line of SIP phones and BluStar video devices. Aastra is a significant player in the communications endpoint market, shipping millions of SIP-based telephony handsets to carriers and service providers every year in addition to bundling them with Aastra’s own PBX sales. Two thirds of Aastra’s handsets are sold for use in third-party communications systems.

So, it was with interest that I approached Simon on the idea of a WebRTC-based endpoint device. With his knowledge of endpoint design and manufacturing, I wanted to get a sense as to whether he saw any merit in the idea of a future in which some enterprising person or group creates a dedicated WebRTC device.

Clearly, WebRTC is in its early, and some would say “heady”, days. Simon really saw no drivers for creating a WebRTC-based standalone endpoint that could sit on the desktop. The discussion centered around the bill of materials (BOM) required for such a device and the reality that like any communications device, there would be some real manufacturing costs associated with it. In his mind, Simon could see no real need or advantage for a WebRTC-based dedicated device.

This discussion caused me to reflect back on the early days of SIP. In those days, few would have imagined that SIP-based IP device demand would surge in the market, and that SIP phones would ultimately displace analog and digital devices as the endpoints of choice in the enterprise.

In the 1993 movie classic, Jurassic Park, Dr. Ian Malcolm’s character, played by actor Jeff Goldblum, makes a very insightful statement, “Life finds a way.”

If we apply this phrase toward innovation and disruption in the technology world, while not all ideas will survive and thrive, some do, and they change how we live and work. WebRTC has the potential to be a very disruptive force in how we work and engage with one another. Furthermore, with WebRTC released out “into the “wild”, so to speak, anyone on the planet can now begin to innovate and evolve how we communicate using WebRTC as a basic building block. The barriers to entry are almost null.

If we now return to the idea of a WebRTC-based communications device and applying the phrase “life has a way”, I would not be surprised to see some innovating people and groups of people develop purpose-built WebRTC endpoints. In the enterprise and home office space such a device has utility for three key capabilities:

  1. It can be always on (as opposed to a PC or tablet, which is sometimes turned off). Thus, it can always be ready to make and receive communications events.
  2. It can have a great speakerphone, which is a capability that many find useful.
  3. It can be used to connect with 911 or other emergency personnel at any time without the need to turn on or boot a communications device.

While I agree with Simon that there will be some materials and labor costs to make a WebRTC-based device, I think enterprising individuals will “find a way” to one day bring such devices to life. For a possible precursor to such a device, just look at Google’s Chrome Book – a device dedicated to Web browsing. Both Google and Mozilla have developed operating systems – Chrome OS and Firefox OS respectively – to work exclusively with Web applications. Given that WebRTC is based on browser technology, it seems like a small evolutionary step to make a purpose-built communications device to enable WebRTC-based communications and engagement.

Join Brent Kelly for the webinar: Ten Things CIOs NEED to Know About WebRTC
Date/Time: May 23, 2013 8:30a.m. PT/11:30am ET
Register: https://www3.gotomeeting.com/register/895954862

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A Minute is a Long Time–On the Internet

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They say that a week is a long time in politics.

That was certainly the case when there was a “daily” news cycle. Any announcements or revelations needed to be revealed in time for stories to be written, edited, photographs to be prepared, processed and newspapers to be printed. Breaking news was the domain of the more instantaneous broadcasters like radio and TV. And even then, only the most explosive news items would break programming.

But the web changed all that.

It has taken two decades at least, but the internet has now thoroughly transformed the way that we source, gather, verify and consume news. There has been a breakdown between those that produce the news, those who are the subject of the “news” and those who consume it. And the structures which once provided certainty, built trust and way points for navigation in a chaotic and busy world have, in the process of this disruption, been swept away.

These structures have been replaced by data.

Data about data.

In a way, it was ever thus.

And the new arbiters of this data – our navigation beacons are themselves built of data. Google. Facebook. Twitter. LinkedIn. Pandora and Amazon. They sound like the names of ancient gods straddling the primordial chaos – but they are massive enterprises designed not to serve, but to create value. Revenue. Share holder returns.

So think about what happens in an internet minute (see the infographic from Intel). Every minute of video. Every byte of uploaded photo data. And every tweet costs someone somewhere something. The question for you today is what does it cost YOU?

intel-internet-minute

 

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Your Manifesto for Success

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It’s a cliché to say that the only constant in life is change. And yet, like all clichés, it reveals a deep truth that we all must grapple with. Business owners and entrepreneurs are well aware of the underlying truth of this cliché – yet are often the most unprepared for the disruption that comes with change.

When the events of life and business overwhelm – when the technology becomes challenging and the customers too demanding – having a document that sets out your business and personal beliefs can provide you with a vital anchor. Even better – it can help you make decisions in the most pressured of situations. It’s called a “manifesto for success” and you should write it today.

But what should be “in” your manifesto? One of the best that I have read is the Incomplete Manifesto for Growth by designer Bruce Mau. And in Bruce’s spirit, I would encourage you to imitate – drift – and begin anywhere. But make sure you DO. Here is Bruce’s manifesto:

Allow events to change you. You have to be willing to grow. Growth is different from something that happens to you. You produce it. You live it. The prerequisites for growth: the openness to experience events and the willingness to be changed by them.

Forget about good. Good is a known quantity. Good is what we all agree on. Growth is not necessarily good. Growth is an exploration of unlit recesses that may or may not yield to our research. As long as you stick to good you’ll never have real growth.

Process is more important than outcome. When the outcome drives the process we will only ever go to where we’ve already been. If process drives outcome we may not know where we’re going, but we will know we want to be there.

Love your experiments (as you would an ugly child). Joy is the engine of growth. Exploit the liberty in casting your work as beautiful experiments, iterations, attempts, trials, and errors. Take the long view and allow yourself the fun of failure every day.

Go deep. The deeper you go the more likely you will discover something of value.

Capture accidents. The wrong answer is the right answer in search of a different question. Collect wrong answers as part of the process. Ask different questions.

Study. A studio is a place of study. Use the necessity of production as an excuse to study. Everyone will benefit.

Drift. Allow yourself to wander aimlessly. Explore adjacencies. Lack judgment. Postpone criticism.

Begin anywhere. John Cage tells us that not knowing where to begin is a common form of paralysis. His advice: begin anywhere.

Everyone is a leader. Growth happens. Whenever it does, allow it to emerge. Learn to follow when it makes sense. Let anyone lead.

Harvest ideas. Edit applications. Ideas need a dynamic, fluid, generous environment to sustain life. Applications, on the other hand, benefit from critical rigor. Produce a high ratio of ideas to applications.

Keep moving. The market and its operations have a tendency to reinforce success. Resist it. Allow failure and migration to be part of your practice.

Slow down. Desynchronize from standard time frames and surprising opportunities may present themselves.

Don’t be cool. Cool is conservative fear dressed in black. Free yourself from limits of this sort.

Ask stupid questions. Growth is fueled by desire and innocence. Assess the answer, not the question. Imagine learning throughout your life at the rate of an infant.

Collaborate. The space between people working together is filled with conflict, friction, strife, exhilaration, delight, and vast creative potential.

____________________. Intentionally left blank. Allow space for the ideas you haven’t had yet, and for the ideas of others.

Stay up late. Strange things happen when you’ve gone too far, been up too long, worked too hard, and you’re separated from the rest of the world.

Work the metaphor. Every object has the capacity to stand for something other than what is apparent. Work on what it stands for.

Be careful to take risks. Time is genetic. Today is the child of yesterday and the parent of tomorrow. The work you produce today will create your future.

Repeat yourself. If you like it, do it again. If you don’t like it, do it again.

Make your own tools. Hybridize your tools in order to build unique things. Even simple tools that are your own can yield entirely new avenues of exploration. Remember, tools amplify our capacities, so even a small tool can make a big difference.

Stand on someone’s shoulders. You can travel farther carried on the accomplishments of those who came before you. And the view is so much better.

Avoid software. The problem with software is that everyone has it.

Don’t clean your desk. You might find something in the morning that you can’t see tonight.

Don’t enter awards competitions. Just don’t. It’s not good for you.

Read only left-hand pages. Marshall McLuhan did this. By decreasing the amount of information, we leave room for what he called our “noodle.”

Make new words. Expand the lexicon. The new conditions demand a new way of thinking. The thinking demands new forms of expression. The expression generates new conditions.

Think with your mind. Forget technology. Creativity is not device-dependent.

Organization = Liberty. Real innovation in design, or any other field, happens in context. That context is usually some form of cooperatively managed enterprise. Frank Gehry, for instance, is only able to realize Bilbao because his studio can deliver it on budget. The myth of a split between “creatives” and “suits” is what Leonard Cohen calls a ‘charming artifact of the past.’

Don’t borrow money. Once again, Frank Gehry’s advice. By maintaining financial control, we maintain creative control. It’s not exactly rocket science, but it’s surprising how hard it is to maintain this discipline, and how many have failed.

Listen carefully. Every collaborator who enters our orbit brings with him or her a world more strange and complex than any we could ever hope to imagine. By listening to the details and the subtlety of their needs, desires, or ambitions, we fold their world onto our own. Neither party will ever be the same.

Take field trips. The bandwidth of the world is greater than that of your TV set, or the Internet, or even a totally immersive, interactive, dynamically rendered, object-oriented, real-time, computer graphic–simulated environment.

Make mistakes faster. This isn’t my idea — I borrowed it. I think it belongs to Andy Grove.

Imitate. Don’t be shy about it. Try to get as close as you can. You’ll never get all the way, and the separation might be truly remarkable. We have only to look to Richard Hamilton and his version of Marcel Duchamp’s large glass to see how rich, discredited, and underused imitation is as a technique.

Scat. When you forget the words, do what Ella did: make up something else … but not words.

Break it, stretch it, bend it, crush it, crack it, fold it.

Explore the other edge. Great liberty exists when we avoid trying to run with the technological pack. We can’t find the leading edge because it’s trampled underfoot. Try using old-tech equipment made obsolete by an economic cycle but still rich with potential.

Coffee breaks, cab rides, green rooms. Real growth often happens outside of where we intend it to, in the interstitial spaces — what Dr. Seuss calls “the waiting place.” Hans Ulrich Obrist once organized a science and art conference with all of the infrastructure of a conference — the parties, chats, lunches, airport arrivals — but with no actual conference. Apparently it was hugely successful and spawned many ongoing collaborations.

Avoid fields. Jump fences. Disciplinary boundaries and regulatory regimes are attempts to control the wilding of creative life. They are often understandable efforts to order what are manifold, complex, evolutionary processes. Our job is to jump the fences and cross the fields.

Laugh. People visiting the studio often comment on how much we laugh. Since I’ve become aware of this, I use it as a barometer of how comfortably we are expressing ourselves.

Remember. Growth is only possible as a product of history. Without memory, innovation is merely novelty. History gives growth a direction. But a memory is never perfect. Every memory is a degraded or composite image of a previous moment or event. That’s what makes us aware of its quality as a past and not a present. It means that every memory is new, a partial construct different from its source, and, as such, a potential for growth itself.

Power to the people. Play can only happen when people feel they have control over their lives. We can’t be free agents if we’re not free.

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