Apr
23
2008

Web 2.0 Expo – Enterprise Mashups, APIs and WOA

So far, a current is running under the sessions that I have seen. In my experience, I tend to trust currents like this as indications of trends in the web market. The next big thing that has been a big thing for a while is Web Oriented Architecture (WOA)

John Musser of ProgrammableWeb gave a very good overview of how we will be building web apps for B2B in the very near future. WOA is the technique of “mashing up” the services of one or more available web application through their Application Programming Interface (API). The up side is that this market is growing beyond its roots in consumer and commercial spaces and on into the Enterprise world.

Companies like Salesforce.com have had open Enterprise API’s since 2003, however the hockey stick curve of adoption of other Enterprise APIs has been shooting up since last year.

ProgrammableWeb believes that these APIs are becoming easier to use for the non-IT person, much in the model of Excel. This may be a bit premature, and certainly there are a number of companies who can help you. Sazbean.com, for instance, is already helping other customers with specialized consulting in helping companies do business online.

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Apr
22
2008

Web 2.0 Expo – Cross-Cultural User-Experience Design

You may not realize it yet, but the Internet boom has created a global audience for your products and services. How is your website viewed by your potential customers in other countries? Is it annoying? Insulting? Inappropriate? Designing your websites properly for the culture of your audience can increase your traffic and your profits. Aaron Marcus (Aaron Marcus and Associates) presented an overview of these cultural considerations and how they influence the design of a website for different cultures.

Power Distribution (PD) is the extent to which less powerful members expect and accept unequal power distribution. A country with a high PD has centralized power in few hands. Websites designed for countries with high PD (China) have a structured access to information with emphasis on social order and focus on expertise.

Individualism vs Collectivism explores how tied-in an individual is with their family and social status. Countries with high individualism (such as the US) expect websites that maximize personal achievement, focus on consumerism, and activity.

Feminity vs. Masculinity – Men are typically focused on achievement, earnings, recognition, advancement and challenges in their work goals. Women are focused on relations, cooperation, living area and employment security. Websites designed for these audiences need to take these differences into account. If you take a look at a website geared towards women, it typically is designed around community and sharing. Websites which cater to men typically are information-heavy with little interaction.

Uncertainty Avoidance – Certain cultures feel threatened by uncertainty or the unknown. These cultures typically view teachers are experts (who know all) and have high formality in gestures and procedures. Sites designed for low uncertainty avoidance cultures (US) can be fun and whimsical, whereas sites for high uncertainty avoidance cultures need to stick to the point.

Long vs. Short Term Time Orientation – Some societies have been around for a long time and have a different view of what is important to accomplish in a time period. China, which is at the top of long term time orientation, views problems, issues, and tasks from the point of view of what needs to be done this generation whereas Americans try to solve and accomplish tasks in as short of time as possible. A website for China can be fuzzy and focuses on people, but a website for Germany is task-oriented and focuses on function mastery.

These metrics are based on older data and tend to sterotype cultures as one per country. However, these cultural considerations are important to include in your business website design to make sure your global visitors understand your products and services and can find what they need.

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Apr
22
2008

Web 2.0 Expo – Best Practices

Just finished my first Workshop at the web2.0 Expo

This will be a quick and dirty post between sessions (and while eating a sandwich)

Web 2.0 Best Practices, authored by Niall Kennedy

Niall’s talk focused on taking the audience though the stages of web development history in order to lay down a path for the future. No matter where your web site is today, the take home from Niall is that you have homework to do. If you have a site that doesn’t have RSS distributing your content out in feeds, you need to start here. If you already have that part in place, your next hurdle is adopting microformats

Microformats is the landing pad for preparing your website for the new semantic movement, likely to be the 3.0 of web 3.0 Microformats lets you tell search engines what your content is meant to be. hCard, hCal, and hReference are all reference implementations of microformats. Using them will improve your search engine results, this is now really now debated much.

Once your site is using Microformats, it is time to extend that content out to large platforms like Google, Facebook, MySpace and others. Widgets allow you to put your content up on sites like Facebook to use their traffic to extend your content’s reach. This is usually done through proxies; your content is updated on their site only as often as your site wants. This limits your traffic burden.

Niall did a very good job with this workshop. It was compelling to see how the decisions of the past can make educated guesses on where we are going in the future. If he’s right, this really isn’t the time to sit on your latest site redesign. If you get out infront of this microformat movement and widget revolution, you can beat your competition to the punch to getting those valuable eyeballs that drive sales in an online world

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Apr
21
2008

Web 2.0 Expo

We’ll be at the Web 2.0 Expo in San Francisco this week – planning on blogging from there, but today is a travel day.

Shoot me an email if you’ll be there and would like to meet up.

Apr
17
2008

Client Communications 2.0 – LinkedIn

If Facebook had a dad that worked in accounting, drove a Taurus and considered the OpEd section of the Wall Street Journal a “weekend highpoint”, that dad would be LinkedIn.

LinkedIn is the social network we point to when we want to say that the internet is serious business. It is the one example people use when trying to make an argument for expecting more than flying sheep and Parker Brother games in online communities. LinkedIn is about making (and exploiting) business connections. They must be doing something right, they turned a profit in 2006 with 5 million users. They claim 4 times that many users today.

How you can personally benefit You know a few people in your industry. You are already part of a business network that exists through conferences and gatherings, mailing lists and bulletin boards. LinkedIn makes it ridiculously easy to interconnect those business contacts that you have to an online profile. The big idea is that you can benefit from your network connectivity as an industry expert or by being introduced to other people in your field. In theory this uber networking could translate to a better job or a consulting engagement. There are job search boards and expert Answers sections that facilitate some of this for you, though it is possible to arrange things independently.

How LinkedIn makes money The business model that seems to work best for social networks relates to critical mass. Once something has grown large enough to generate its own buzz around a community, it can usually maintain a perpetual inflow of new users. It is the users, their connections and their self-identified business skills and responsibilities that LinkedIn monetizes in its business plan. LinkedIn sells introductions and InMail messages as premiere services, a easy sell for an HR department looking for new talent to recruit.

How your company can use LinkedIn This depends on how large your company is and how technical your customer base is. Most of LinkedIn’s professionals work in white collar management, tech sector or professional industries such as law and medicine. A large company working in any of these markets should consider looking at the Enterprise options for connecting with clients If you’re smaller, then the professional accounts are tiered to meet your needs. LinkedIn does support targeted advertising though their rate card is on the high end for online advertising. This likely reflects their belief in a unique audience of professionals, though an ad in a trade publication may be a better value for a comparable audience. Mostly, you want your sales people to have LinkedIn accounts and to start making connections. Sales leads that come through a recommendation network like this are worth the price of a professional account.

My take I don’t use LinkedIn personally. I have an account that I maintain modestly for my professional friends to connect to. I’m not in sales and my current professional engagements keeps me too busy to fish for work. So from the outside looking in, I see LinkedIn as just another place to keep your contact information. The likelihood that I will look here first for a business recommendation, professional recommendation, job or product offering is small. There are other places that do those things better. A deep user of the LinkedIn networking function may find unique opportunities that a surface user like me never will. My time just doesn’t lend itself to that level of involvement.

Apr
16
2008

Business Video Blogging – Qik

Don’t have time to write a blog? Need something more robust than microblogging? Well if you have a phone (nokia only currently) with a camera, you can capture and stream video from your phone straight to your blog, twitter, facebook, etc. Still in alpha with just a bunch of Nokia phones supported, Qik is already revolutionizing video blogging.

Once you’ve downloaded Qik’s software, you’ll be able to stream and capture video right from your phone or video recorder. You can stream that video to your profile page on Qik’s website, to your blog, Facebook, etc. Qik is still in alpha, so if you have one of the supported phones, they still have to approve your request.

For the business audience, Qik has potential for video blogging and for documenting business processes – without having to invest in expensive video hosting and editing equipment. With the advent of YouTube and the explosion of online video, the Internet audience is not (yet) concerned with quality in picture or editing. A service like Qik could make online video so easy that it may become expected on your website.

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Apr
15
2008

Business Knowledge Sharing Community – Diigo

Billed as a research tool and knowledge-sharing community, Diigo (still in beta) has many of the same bookmark-sharing features as Ma.gnolia. You can tag and share your bookmarks with your friends and colleagues, and find new people to connect with in the social network. Unique to Diigo, the ‘People Like Me’ suggests people with similar interests based on tags and bookmarks. Suggesting new people requires enough tags and bookmarks to work. However, importing bookmarks from del.icio.us (281) either did not work with this function or wasn’t enough information for a recommendation. Along with matching tags, connections can be made with others currently online, new to diigo, featured people or searching. Diigo offers browser add-ons to make adding bookmarks, comments, tags, etc. very easy.

Most impressive and innovative is the ability to annotate and highlight content on webpages which will appear the next time you visit the page or when you share these notes with others. This note-sharing functionality makes it possible to use Diigo to share research with colleagues and co-workers, which could be very beneficial in the B2B marketplace. If a webpage is of interest to your coworkers, not only can you bookmark and share it with them, you can highlight specific content and makes notes on the webpage which they can see when they visit. Your coworkers can then make their own notes and highlights, which creates a very powerful shared research environment. (This could also be very useful for web designers who could have their clients markup website designs with changes right on the website – no more faxes and pdfs!)

The layout and design of Diigo is not as polished as Ma.gnolia, but is fairly usable. Editing bookmarks that I imported from del.icio.us took almost 30 seconds to save changes. Using the browser add-on, adding a bookmark did not ask for any tags or descriptions (which del.icio.us does), and sent the bookmark to my unread portion of my profile. This seems strange since I was the one that added the bookmark. One would expect unread bookmarks to come from friends or coworkers.

Overall I think Diigo has some very promising functionality, especially in the annotations and floating sticky notes, but seems to be very slow to use. It is still in beta, so hopefully some of these quirks will be worked out to make it a much more useful tool for business websites.

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Apr
14
2008

Customer Communications 2.0 – Instant Messaging

Previously, we chatted about forms of communications and how they’re changing in the b2b world. Today we will glance casually at what Instant Messaging has to offer your company. IM isn’t the new kid on the communication block anymore; its actually starting to show its age. Most IMs are old enough and mature enough to consider for more serious jobs than passing on jokes to friends and co-workers. While MySpace and Facebook are hanging around at the mall in the food court, AIM, Yahoo Messenger, MSN and Jabber have all moved on to full time jobs in the retail and services industries. They have become responsible, productive members of society. Now the question is, how do we put them to best use. The key to understanding how IM can help you connect with your customers are ‘immediacy’ and ‘presence’. Lets do a little catagorizing, shall we?

Talking to someone face to face has immediacy and presence. You know they are there and that they are hearing you as you talk. The big downside is max distance being measured in feet. Also, face to face conversations are best done serially. You can have more than one conversation at a time, but the results are lousy and sometimes dangerous (me agreeing to Opera tickets with wife while talking to buddy about Hockey Playoff seats)

Phone conversations, too, have immediacy and presence. The distance problem is solved, but concurrency is still an issue. A good salesman might be able to hold two sales calls a once but I wouldn’t recommend it to the rest of us.

Along came email, which was a glorified post office with the new fangled ability of immediate delivery. Suddenly everyone was hooked. Communication through an immediate delivery that didn’t rely on presence was just the ticket for huge gains in efficiency. Digital records of the communication thread was the killer feature that cinched it. This became the defacto standard for business communication. Still, when something needs presence we fall back to the phone.

Now compare Instant Messaging. IM has the distance, presence and immediacy of a phone call. It has the efficiency and cocurrency of email by holding multiple conversations. It also has digital recordings of the communication thread. Its something of the perfect business communication tool, if only it didn’t suffer from an image problem.

In a few years your customers will start to host IM solutions for their company, as they do email today. Here is how you can put this information to use now to build stronger lines of communication. First, you need to get a corporate IM service. Each have their strenghts and reputations in the market. For a solution hosted at your location, I would recommend looking at Jabber. Now, extend this service to your customers as an alternative to email. For some customers, this will have instant geek chic appeal. Here is where knowing the weaknesses of the different forms of communication makes a huge difference. Hook up support staff with IM accounts. Start with the inside sales support people. Give the account info out to your customers. Now the customer has a direct, immediate, recorded, concurrent, pressence based method to get information about your products or services. They can ask that question while they are working with the product and writting up that email to accounting about paying you a bag of money for it. If that isn’t the bee’s knee’s in customer focused technology, then I don’t know what is.

Apr
10
2008

B2B Social Bookmarking – Ma.gnolia

Similar to Del.icio.us, Ma.gnolia allows you to save and share bookmarks with friends and colleagues. However, Ma.gnolia takes the social aspect to a new level and has a very easy-to-use intuitive design.

Ma.gnolia is truly a social place to trade bookmarks. You can find, join and start groups with similar interests, which share people, tags, and links. Tagging is an integral part to any social bookmarking site and ma.gnolia integrates tags throughout their website, presented in tag clouds so you can easily see what the group feels is important. Almost every page has a featured linker to provide you with both a new person to link up to and new content to look at. Ma.gnolia makes it very easy to find new people and to see what the community finds interesting.

Ma.gnolia’s design is both beautiful and easy-to-use, making it fun to browse around looking for interesting sites or people. Your profile homepage shows recent bookmarks from you, your contacts, and your groups all in one place. Exploration is encouraged with lists of recent bookmarks, hot links and hot groups. Links can easily be imported from del.icio.us and login is a breeze – using your choice of openid, yahoo, facebook, clickpass, wordpress, livejournal, aol or typepad.

Adding bookmarks is easy with several ‘bookmarklets’ which are links you can add to your browser. One of these, Roots, also lets you see what the Ma.gnolia community thinks about the page before you add it – tying you to the community even when you are browsing around the web. Sharing your bookmarks on your website or blog is also easy, with a wide variety of officially supported Add-ons and a large community creating their own in the wiki.

Adding a social bookmarking service to your website or blog is a great way to easily add content and connect with your readers. Ma.gnolia also offers a way to increase traffic to your website due to the large community and social functionality. If you’re looking for a robust social bookmarking service for your blog or website, take a close look at Ma.gnolia.

 UPDATE: You can take a look at my ma.gnolia profile to get a feel for how it works.

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Apr
09
2008

Customer Communications 2.0

Lets face it, Business to Business sales is a tight knit world. Your company is usually in a small, well defined industry with a finite number of potential customers. Your customer base, too, has a small number of vendors that they’ve worked with for years and intimately trust (usually). Communication in this small network is very clearly defined.

  1. You, the sales person, have a sales proposal.
  2. You call me, your customers, for chat/meeting/lunch/golf?
  3. We discuss/haggle.
  4. I sign.
  5. You hand off to implementation.
  6. Repeat 3 months later.

The customer can also start the dance with a sales opportunity, but regardless the steps are still the same. Most of this interaction is done over the phone and through email. Both customers and vendors are comfortable with these forms of communication. Used together, email and phone can blend to the perfect ratio of interruption and discretion. We have customer communication pretty much figured out, that is as long as nothing changes.

Its Wednesday, so that must mean things have changed, again. It may sound hyperbolic, but change happens. As a tech analyst in the B2B market, I will say that we seem to have a slower rate of adoption than the consumer markets. Traditional business modes seem to hold on much longer, presumably due to the insular nature of how our industries operate. Eventually, however, the forces that mold the consumer world find their way into the B2B community. I have seen a slow but inevitable adoption of new communication technology in B2B companies in the last few years. Instant Messaging, Blogs, Social Networks, Microblogging. If your customers are using these tools in their business, then you should really pay attention. There may be a new mode of communication forming right before our eyes. The first one there may win the hearts and minds of your B2B industry.

In future posts I will be discussing some of the new ways you can connect with your customers. We will look at when and how to use Instant Messaging appropriately. Next we will take a look at how LinkedIn can help you connect, reconnect, and stay connected to your customer’s colleagues. Lastly, we can dive into web conferencing which is an older idea getting a new lease on life.