In the web’s earlier days the cool kids were the Macromedia Flash Developers. They had that mystical quality to them; a special blend of tech voodoo and creative style. A great Flash artists could bring any early browser screaming to its knees, but inbetween dropped frames and hung processors you swore you were looking at the future of the web. Flash Developers were the Rock Star developers of the web a decade back.

Now we try to use Flash in moderation as if it were a controlled substance. Most business websites have a pinch of flash to spice up the bullet points and mission statements, but it all seems perfunctory and subdued. In the business world, Flash has been relegated to bit parts like tie-ins or transitions, back seat functions to the AJAX revolution. Sure, the media industry is still addicted to their Flash applications as is the online gaming and advertising sectors. For most development houses, however, Flash became an unfamiliar tool used sparingly.

Adobe buying Macromedia has successfully righted that ship, in my opinion.  They’re first all Adobe take on the Flash franchise was to relicense a little thing called Flex.  Flex was originally a Macromedia product targeted for upper echelon corporations.  Flex was and is Flash for programmers.  Plain and simple, Flex lets your code slingers write decent Flash applications using tools they understand, namely programing languages.  When Adobe got ahold of the property, they wisely saw the potential for curious geeks to adopt this new shiny thing, promote it within their communities, and build it up to a viable web solution.  Flex 3 SDK (Software Development Kit) is free to to download and licensed under a open-source friendly Mozilla Public License.  Adoption of the Flex 3 platform has been impressive, thanks in no small part to adobe’s marketing of the tools as they have.

N ow the geeks are sitting side by side with the cool kids at the web table.  I would say we now have to work on the Jocks (DBAs), but that just might be a bridge too far.

In upcoming posts I will review Adobe Flex and Adobe Air

I have mentioned before that hosting Rails applications is one of those great opportunities to avail yourself of assistance. The guys behind Engine Yard saw their chance to help the community and build out a solid foundation for a business. I had a chance to talk with Lance Walley, CEO of the San Francisco based hosting company about Ruby, Rails and their business model.

Sazbean: What problem is Engine Yard solving?
Lance: We make deployment and scaling of Ruby on Rails applications easy and largely hands-off. Our customers pay for great infrastructure and excellent people running it, all focused on Rails apps. In the end, they see us as inexpensive payroll on top of great hosting infrastructure. Some of the basic technologies (Ruby and Rails) can be improved or augmented our support of Rubinius and Merb are helping both move forward and grow to answer customer needs. We are hosting + expertise + software development to make Ruby and Rails better for all!

Sazbean: So how can EY help the average B2B company?
Lance: B2B companies will certainly want to develop web apps to support internal needs and external needs (customers). Ruby on Rails is great for fast development of those apps. Engine Yard is great for no-thinking, just-get-it-done-without-me deployment and management of those apps once they’re developed.

Sazbean: Obie Fernandez wrote in a January 2008 article that there was a waiting list for new customers. Is this still true?
Lacnce: We massively built up our support organization, which includes sys admins, Rails experts, and database admins. That solved the waiting list issue. We now have a queue of about 5 days, mostly because customers take time getting info to our guys that our guys need to deploy customers’ apps.

Sazbean: Does EY consider itself a silicon valley startup?
Lance: We’re a Sacramento / San Francisco startup. We modeled this business to be profitable and not need VC [Venture Capital ~ed]. We later took VC to pursue areas that represent a huge opportunity, and which we could not pursue quickly without VC and we’re about 2 years old and didn’t take VC until we were 1.5 years old so I’m not sure if that all adds up to traditional valley startup.

Sazbean: Unlike startups with a software product, hosting solutions like EY have a large barrier to entry. You need hardware, you need specialized skills and you need capital. So, why hosting?
Lance: It was a natural outgrowth of a previous business. We have an older company that does consulting; we saw that clients didn’t want to do this stuff, but they wanted really good solutions run by top-notch people. We created Engine Yard. while it did take some capital up front, we knew from the experience of others that it’s a quick cash generator vs. some other businesses. We literally saw it as a pretty quick path to cash generation and profitability. We’re now doing a lot of stuff that goes beyond that original idea, but we always saw hosting as a good business in which to start in a new market like Rails.

Sazbean: Many B2B companies are untrusting of startups and of new ventures. It means something that you are profitable and stable and up front about it.

Lance: Yeah, we experienced some of that back when we started in 2006. People had to get to trust us and our financial footing also helps when they know that we founders are all small business guys in the past… never huge companies, but real, profitable, decade or more companies each Now, of course, with pretty big VCs involved, that’s also a good thing, but I suppose VC makes some people suspicious, too. We have still kept our basic business philosophies of running a tight ship, not burning cash without need, etc.

Sazbean: You mentioned your people a few times tonight. Do you consider your people the distinguishing part of the equation?
Lance: There are 3 distinguishing parts.

1. The infrastructure we designed is extremely solid, very redundant, etc. We’ve been at it for 2 years and the architects are incredible people. Customers are buying that.
2. The staff that supports our customers directly is top-notch. There are between 35-40 people in Support now, spread from CA to NY to UK to Australia. Customers are paying for the ability to get help and wisdom from this staff 24/7. As well as stuff like database tuning, etc. The people component is very important to customers.
3. We have some of the best people working on those open-source projects that promise to improve Ruby and Rails for everyone. Our customers are indirectly buying into those people, too. There is a general feeling by customers that they get all this expertise for a relatively low price in terms of human costs.

Sazbean: Any well known Rails websites using EY that you can disclose?
Lance: Sure If you check out http://rails100.pbwiki.com/ we are literally involved thru Engine Yard or Quality Humans, Inc with 33-50% of those sites. Hulu (#3) for instance is NBC + Fox we helped them build that site back in 2006 or 2007. Seeking Alpha is a cool financial info site, they provide data to Yahoo Finance. Kongregate was a VERY early EY customer. I think they just took an investment from Jeff Bezos, who does not invest lightly.

Sazbean: Impressive.

Lance: It’s not yahoo or google, but they’re coming.

Technorati Tags: engine yard, rails, rails hosting, internet consulting

In Part 1 , we discussed how to know when and what are said about your company and products on Twitter. Now that you know, how do you respond? Let’s start with a story….

I recently had my Internet service go out when I was working from my home office (which I twittered about). It often seems to go out in the afternoons during the week, but usually only for 20 minutes or so. This time it was over an hour and a half, so I got fed up and called Comcast. They could see a signal going to my house, but couldn’t see the cable modem. They even tried resetting the signal, but suggested that I schedule a tech to come out the next morning to check everything out. Two minutes after I got off the phone, my service came back on. I twittered about this and suddenly received a response on twitter from comcastcares that this was normal. We had a bit of a sarcastic conversation back and forth, but the point is that Comcast almost immediately responded to my tweet (my second one, not my first):

• sarahworsham: Called Comcast - they said poor signal strength - now suddenly I’m back

• comcastcares: @sarahworsham That can happen with signal quality. If it keeps up, let us know

• sarahworsham: @comcastcares Kind of strange that it came back immediately after the phone call, don’t you think?

• comcastcares: @sarahworsham Not usually. If signal quality is weak they should have you check cables, then they reset signals

• comcastcares: @sarahworsham Sometime that corrects the problem

• sarahworsham: @comcastcares or they turn the pipe back up

• comcastcares: @sarahworsham Actually they do not control that. There is limited abilities representatives would have

• sarahworsham: @comcastcares trying to sell me phone service when my internet isn’t working wasn’t helpful tho

• comcastcares: @sarahworsham I would agree with that. First priority is resolution

• comcastcares: @sarahworsham I apologize for the trouble

Their immediate response to me seemed a bit creepy and I already had scheduled an appointment for the techs to come out. I’m not sure what else they intended other than to respond to my public tweet. Mostly it seemed like a PR ploy because they could have easily replied to me directly instead of publicly. However, I did appreciate the apology. Comcastcares is manned by Frank Eliason from Comcast Customer Outreach. Browsing his twitter feed you can see that he obviously is trying to help. The question is, does the company follow up and actually fix the problems? (Our Internet did get fixed - so far) Has their customer service improved because of this outreach?

In my opinion, monitor twitter for comments about your company or products, but take the conversation offline to protect and respect the privacy of your customers and avoid the possible PR nightmare. Follow up with great customer service and work to improve your products. Your customers will write and share the great experience they had - which is the most valuable kind of PR.

What are your thoughts on using twitter to respond to your customers?

Technorati Tags: twitter, comcast, customer service, B2B, internet consulting, B2B internet consulting

We’ve been discussing how to know what your customers are saying about you on the Web. Posting opinions or comments on a company doesn’t even require a blog, as we saw in the post about MicroBlogging with Twitter. So if your customers are tweeting (the verb of to twitter) about your company, how do you know (Part 1) and how do you respond (Part 2)?

One tool I like to use, TweetScan, allows you to search Tweets by keyword, user, and time. Once you have your keyword search, you can then subscribe to that search using RSS to keep track of what people are saying about your company and products. Or you can link to it and come back to see who else is talking about you. I suggest adding the RSS feed of the search of your company name and major products to your RSS reader and checking it with the rest of your feeds every day.

You can also take a look at the Public Timeline on Twitter to see what’s going on.

Here are some links to more tools, etc. about Twitter:

• Twitter Toolbox (Mashable)
• Five New Twitter Tools You Should Know (Online Marketing Blog)
• Five Twitter Tools We Love (GigaOm)
• 8 Cool Twitter Tools (Wired)

In Part 2, we’ll discuss how to respond to all these tweets about your product or company.

Technorati Tags: twitter, micro-blogging, tweetscan, B2B, internet consulting, B2B internet consulting

Continuing our Rails discussion.  Should be wrapped up by next post.

Most of the web development world has dabbled on the bleeding edge of technology.  Few, however, are brave or stupid enough to live out there.  When pushed to pick a language for that new corporate ecommerce site, we all reach for that dog-eared copy of O’Reilly Cookbook for [php, asp, .net, java] because its safe.  No one wants to be that girl in the action movies, you know the one who tests the rotted out bridge by walking across it real, real slowly.

There is comfort in knowing you are not the first down some path.  So here is a cribbed list of names that are using Rails today.  This comes from Obie Fernandez’s Blog  and the source material is from rails100 and Working With Rails  The comments on Obie’s post are worth reading as well.  These represent some big industry names that are using Rails today.

• amazon.com
• BBC
• CapGemini
• BPN
• Cisco
• C|Net
• EA (Electronic Arts)
• IBM
• JP Morgan
• NASA
• Oakley
• Oracle
• Siemens
• Chase Bank (mentioned in the comments)
• American Express

Newspapers like NY Times, LA Times, and Chicago Tribune are trusting Rails for their online sections, which if they are at all trying will be hosted through advertisements.  The thousands and tens of thousands of smaller companies that are using rails have each looked at this list and decided that ‘Yeah, I guess I can trust my business on this platform’.  I dunno, the bridge is kinda getting crowded.

Interesting information regarding online consumer use of blogs, video and podcasts:

Groundswell: From the chart: In the US, of online consumers, 25% read blogs, 14% comment on blogs, 29% watch user generated video, and 11% listen to podcasts. The US is the clear leader in both creation and viewing of user-generated video, which is at least partly due to the fact that YouTube is mostly in English….Podcasts still haven’t caught on the US after years of availability.”

These numbers will be different for the B2B audience, but we often follow directly in the footsteps of the consumer market, so they’re interesting from a trend point-of-view. Looks like video is still pretty important.

One way to know what people are saying about your company or products is to have a place where people can post their opinions and ideas.

Similar to Get Satisfaction (covered in my last post), UserVoice provides a forum for customers to post their ideas, opinions and ideas. Once a company sets up a profile, their customers are asked directly for their input at the top of the page which says “I suggest…”. Each idea can be voted and commented on by the entire community. Companies can leave an official response and mark each idea with a status: planned, started, declined, or completed. Ideas can be searched for or browsed by top, new, accepted and completed. Customers can also add ideas free form from a widget that companies can place on their website or blog.

UserVoice is geared towards customer feedback and ideas, but lacks tagging, related issues, general discussion and a tie-in to a larger community. However, segregating the forum for each company could allow customers to feel more comfortable leaving their feedback. Voting on ideas is another valuable feedback, but without negative votes, you only know how many were for it (everyone else either abstains or doesn’t care). UserVoice is still in beta (free for now) so it will be interesting to see how their features develop over the next few months.

Technorati Tags: uservoice, customer service, customer support, customer-centric, B2B, B2B internet consulting

Lets continue our theme of Ruby on Rails reviews with the advice I give clients thinking of trying out RoR for a project.

My first piece of advice when evaluating a new language or technology is for a company to get dirty early on; get at least one small project under your belt before reaching out to a consulting group. Sure its strange advice from a consultant but it’s grounded in solid personal experience. Companies that have had first hand experience with a product or language are often more comfortable with the advantages and limitations of said product or language. That means their expectations are correctly grounded in reality. Here are some expectations that I’ve found to be true through personal experience:

• Rails is good for delivering dynamically generated textual content over the web. Really good, actually. Really really good.
• Rails is not as good at maintaining session state as other languages, such as Java Swing. This makes it a poor platform to replace that desktop accounting app. Better to look at a Java Hybrid product like Oracle Application Server with Forms and Reports.
• Rails can handle Interactive Media, but not as well as Adobe Flex.
• Rails can do AJAX well but the Scriptaculous tends to be a weighty download. It is cache-able, though so your experience may differ. I prefer JQuery Having said that, the RJS libraries in Rails makes writing JavaScript much less painful.
• If something is working in one language, don’t redo it in Rails just to keep the source code in one silo. If PHPBB works for you, great! Stick with it.
• The Rails Persistence layer ActiveRecord is very cool. It can greatly simplify database access for new users. However, don’t expect it to solve all data access woes.

My second piece of advice is to break the Test Once Live habit. This one is a tough sell since people love the time saved in development using Dynamic Languages and loath the trade off spent writing solid tests. Here is the reality, your application will run just well enough to get everyone excited about it. It will also fail you the moment you show it off to someone you want to impress. Here are some testing tips that I have learned the hard way.

• Write RSpec tests before you show it to anyone. RSpec, once you learn it, can be the stories given to a consultant. We’ll love ya for it.
• Do end user testing with JMeter and FireBug. JMeter will to load testing and FireBug will tell you more about what your browser is getting from the server.
• Once you have a working application start running AutoTest on startup. Let it sit in the background and just forget its there. Then, when you have the last second really important change you need to make before 8AM, it can catch and alert you to a test failure before you find out live.

Knowing what people say about your company is pretty important for maintaining your brand image and quality of service. The Internet allows people to easily post opinions, problems and reviews. How do you know what people are saying about your company?

One way is to provide a forum where people can go to post reviews, problems, questions, etc. Get Satisfaction provides neutral ground for this conversation, which you can easily link to your website. Anyone can startup a conversation about a product or company, but if you own the company you can claim them (Get Satisfaction then verifies your claim). Once you’ve claimed or started a conversation, you can represent your company as an official representative or just an employee. More importantly, you can interact in an official manner with your customers and potential customers to provide your own side to any problems, questions or issues. As a customer-centric company you should take this input in order to improve your products or services and then interact with the community to get their continued feedback.

Besides linking or creating a badge to the conversation from your website, Get Satisfaction also provides the ability to add topic widgets in order to increase the visibility of your customer support conversation. These topic widgets can be customized by topic, order, number, summaries, etc. and you have have multiple widgets if you want to target different topics. Anyone can add their own customized topic widgets to their own sites - allowing your customers to increase visibility of the conversation as well. If you insist on keeping the conversation on your own website, an API is provided for integration with your site.

Conversations are organized by products, tags, questions, ideas, problems, and talk and can also be identified by recently active, latest and unanswered. Replies to the conversation can be rated by the participants so you can quickly get an idea of the overall emotion of the community to any particular idea - information that has previously been the realm of in-person focus groups.

For companies looking for a quick and easy way to interact with customers, Get Satisfaction can offer a great deal of functionality for free. However, keep in mind that the company is still in beta and hasn’t yet decided on how they will make money. Obviously without a business plan, the company may also disappear at some point - but right now, according to The NYTimes, they have comments on over 2,000 companies with 40% of the companies responding.

Technorati Tags: get satisfaction, customer service, customer support, customer-centric, B2B, B2B internet consulting

Ruby on Rails

Business type people, cover your eyes for a sec. This one is for the web developers. Ok, so if you have not yet seen the Ruby on Rails screencast then the next fifteen minutes may change a few perceptions regarding web development. Take a look. Go on, I’ll wait. That little video has done more to poke the fire of web controversy than any debate since the IE v Netscape browser wars. It made big waves with people looking for alternatives from Microsoft and Sun. From the other side of the yard, php and perl programmers were impressed by the full service nature of the framework. Testing, DB connectivity, MVC, AJAX, even web services were all rolled into the system in the beginning, not bolted on afterward. It hit a sweet spot in the community at just the right time.

The business world (thats you guys with your eyes closed) appreciated the quick application turnaround and the low low price. Suddenly simple applications could be modeled in hours and up and running in a day. The quality of those early apps were rough, but the quick turnaround gave the stakeholders something tangible to see and experience. I have used Rails in many applications in my day job and I have reaped the benefits both as a department head and as a programmer. We have been trusting Ruby on Rails more and more for critical applications both internally and out in the wild.

Here are some misconceptions about Rails

1. Ruby is too new to trust your applications to: Ruby is not a new language. Ruby is almost old as Perl, having started in Japan over 10 years ago. This means it is a well tested, fully proven language to develop in. The Rails hoopla has allowed for many authors to fully explore ruby and rails in book after book. The language is a very safe bet at the moment, possibly a better reputation at the moment than Java at least in the web community.
2. Hosting rails applications is impossible: I will say that hosting rails is tricky, but no more so than PHP, Python, Perl or Java. The hardest part is overcoming the knowledge gap between what is assumed by instruction writers and what you truly understand. That just takes a bit of time, a good book, or a good consultant. Since its true that difficulty breeds opportunity, the safest solution is to host with a pro. I will be interviewing the CEO of EngineYard in an up-coming segment.
3. Rails wont Scale: If someone tells you not to use Rails because you cannot scale up the site to large number of users, thank them for their assistance and walk away from the conversation. It’s a troll bait argument which has no defendable position either for or against. Sure, there are large apps that run rails. There are also large apps that run rails and have success issues. The real kernel of the argument is ‘Do you know enough to make a certifiably scalable application in language X instead?’ If not, then just don’t worry about it. For the non expert, rails has just as many pit falls as php, java, perl, python, asp, .net, etc. With the exception of Microsoft, Rails tries just about the hardest to avoid those pitfalls for new users. Arguments can be made that they succeed more often than Redmond, too. So if your site’s traffic is modest at best, don’t let scaling scare ya. When your site gets huge, you can still keep your site in ruby.
4. The Rails community has a Our Way is the Only Way attitude: Yep, can’t really argue with this one. The leadership of the Ruby on Rails group is tight knit and self facing. They are solving problems that they see in ways that they believe is best. Nothing wrong with this and actually it is a perfect model for highly focused software design. One of the traps of programming languages and applications is the human tendency to compromise. Compromise leads to more than one way to achieve a goal, which always leads to complexity, confusion and non conformity in implementation. Rails skirts this issue by just saying ‘Do it our way’. This isn’t a problem for 99.9% of the web community so it really is overplayed in the media. If you want Rails to do something it doesn’t do, you are free to fork the source code and make your own version.