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233 And [Steadfastly] Counting

rkmiles.jpg

At 6 a.m. on 3 July, on NPR, I listened to about 10 people take turns reading a paragraph of the complete Declaration of Independence, 233 years old 18 hours thence. (I teared up, which surprised me—and then it didn't. What's not to tear up about the document and what it stood and stands for?) On 20 January I had also teared up, less for what Mr. Obama's taking the oath meant than for the spectacle of a peaceful transference of power ... AGAIN ... in what has become the most powerful and wealthy nation in history.

As Iran and then Honduras have demonstrated in just the last few weeks, representative democracy is a fragile creature—which makes July 4th and what it portended all the more miraculous.

To top it off there comes the fact that the Declaration of Independence was an utterly absurd idea. Britain, though distracted, was the most powerful nation on earth itself, as of the summer of 1776. And through it flowed much of the Colonies' lifeblood. Washington may well have looked the part of a Commander in Chief, resplendent on one of his grand white horses from the Mount Vernon stables, but he was, in fact, inexperienced (an earlier, botched military foray of his had ignited the French & Indian War), and his army was poorly manned and poorly equipped.

Yet the long odds came in, with many a nod to our beloved ally—France. (God bless!) And hence the first large-scale experiment in citizen sovereignty began. The journey included the burning of Washington by the very same Brits, a ghastly war among brothers, and on through the trenches of World War I, Iwo Jima and D-Day, and the 40-year cold war, when the potential nuclear cloud hung perpetually low in the sky.

The journey was never easy. And so it remains today. Iran and North Korea and Afghanistan and Pakistan are volatile beyond measure. Capitalism's nasty side effects have also caught up with us with a vengeance, as they occasionally do.

And yet on we go. We have many democratic mates today, from massive India to the massive European Union to Japan and Southeast Asia and Oceania and almost all of Latin America. We have an economy that continues to produce and fund entrepreneurs at an undiminished rate—Americans by and large see the impossible as a shot all but in the net—from Bentonville, Arkansas, to Houston to Palo Alto to Portland to Bethesda to Las Vegas to San Diego to Cambridge MA.

There is much work to be done, many potholes to fill, but also an incredible amount worth smiling about and taking pride in. It's been another tough year. And, yes, another great and amazing year in the 233-year journey from Independence Hall.

While it is customary to thank in particular our troops abroad at such a holiday, and so I wholeheartedly do, this year I want to single out the American worker—in particular the small business owners, by the millions, who have redoubled their already Herculean efforts to stay afloat and serve their communities and their employees; and the many, many workers who have taken pay cuts in preference to watching their peers laid off; the involuntarily unemployed who each day get out of bed and pursue the possibility of another job; and the entrepreneurs in tomorrow's industries who continue their 24/7 efforts to build an energetic, and exotic future. Due to so many of these folks it's actually been, in its own way, a grand year—so many have dug deep within and discovered and exhibited astonishing resilience. After all, it's the tough times that, in fact, define us—always has been the case, always will be the case.

Here's to year 234!
Welcome!

(And thank you, dear old Philadelphia!)

Above, R.K. Miles, our home and hardware store in Manchester Center VT—competes successfully with a nearby Home Depot. Below, my local country store, Mach's, in nearby Pawlet VT.

mach%27s.1.jpg

Posted by Tom Peters | Comments?

Twitter contests also work for local business

Picture 23

Moonfruit, an online website design company, advertised 10 MacBook giveaways in 10 days if you follow their Twitter feed @Moontweet and tweet using their hashtag #moonfruit. #moonfruit has been on top of the Twitter trends for four straight days, and Moonfruit can boast an average of over 10,000 new followers per day from this promotion:

moontweet

Twitter Contests for Building a Local Following

The same contest frenzy can be applied to local businesses for the same reasons people put their business cards into a jar; they want a chance to win!

First step if you’re a local business: Follow local community Twitterers using local Twitter resources like Localtweeps.comChirpcity.com and Breaking News city sites, and Twitter directories that encourage local city tagging like Twellow.com or WeFollow.com. Once you follow them, you create a simple contest campaign so they will be attracted to following you back:

Restaurants

The free dinner for two weekly drawing works exactly like “put your business card in a jar”.

restaurant tweet

Retail

Use special coupon applications like TwtQpon.com to create Twitter coupons:

twtqpon coupon

tillys

Use events like birthdays, graduation, Christmas or April 15 to tweet topical gift or service ideas. Consumers search for “graduation gifts” on Twitter too.

birthday gift ideas

Decision Management Event Calendar for July 3

Copyright © 2009 James Taylor. Visit the original article at Decision Management Event Calendar for July 3.

This week’s event calendar is below. The intent of this weekly post is to focus on web events coming in the next few weeks and conferences in the coming months. If you know about web or physical events around business rules, analytics, optimization or decision management, please let me know – james@decisionmanagementsolutions.com.

Web Events:

  • Silverlink: Applying Analytics to Drive Behavior
    Series – July 9 through July 28
    Join best-selling authors and industry leaders for this engaging, four-part webinar series. You’ll hear fresh insights and proven methodologies about how to engage and drive healthcare consumers. Experts will describe how applied analytics enable healthcare enterprises to motivate behavior, improve health outcomes and drive member loyalty.
    Register
  • FICO: New Advances in Blaze Advisor for .NET
    July 8, 9:00am ET AND 12:00pm ET
    Version 6.7 of FICO™ Blaze Advisor® is now available for .NET users. Find out what business rule system enhancements have been made and how they can benefit you and your business users.
    Register

Physical Events:

Link Roundup #3

There are big changes adrift in the publishing industry and there's a lot of experimentation happening. One WOW! project is happening in Tom's neighborhood. At his favorite local bookstore, Northshire Bookstore, you can now find print on demand books. We're not sure how the experiment will turn out, but everyone at tompeters.com adores this cozy independent bookstore. If you're ever in Manchester Center, Vermont, stop by.

Have you been tuned into the debate? Malcolm Gladwell reviewed Chris Anderson's book, Free: The Future of a Radical Price. Chris Anderson responded, in part. And Seth Godin chimed in as well. Let us know what you think about the future of Free in the comments.

Cool Friend Rod Beckstrom has recently been appointed the impressive position of CEO of ICANN (Internet Corporation for Assigned Names and Numbers).

Tom loves talking about design, and never shies away from a debate about gender differences. Cool Friend Andrea Learned has a recent post involving both that we think you might enjoy.

If you're not a texting fiend, you might find this acronym decoder site helpful. HTH! (Hope this helps!)

Posted by Cathy Mosca | Comments?

Business Rules are a failed abstraction – so what?

Copyright © 2009 James Taylor. Visit the original article at Business Rules are a failed abstraction – so what?.

Syndicated from ebizQ

Jeff Attwood had a great post over on Coding HorrorAll Abstractions Are Failed Abstractions in which he discussed a Joel Spolsky article in which that states

All non-trivial abstractions, to some degree, are leaky.

At some level, of course, this is true and Jeff goes on to say

But I’d also argue that virtually all good programming abstractions are failed abstractions. I don’t think I’ve ever used one that didn’t leak like a sieve. But I think that’s an awfully architecture astronaut way of looking at things. Instead, let’s ask ourselves a more pragmatic question:

Does this abstraction make our code at least a little easier to write? To understand? To troubleshoot? Are we better off with this abstraction than we were without it?

And that, of course, is the critical question. And that brings me to business rules. Business rules, especially when business users are brought into the picture to collaborate on their creation and maintenance, are an abstraction for the hard-code logic that will be executed. And they almost certainly meet this definition of a failed, leaky abstraction. Many programmers reject the use of business rules because of this.

When a programming blog linked to my article on using business rules rather than soft-coding lots of programmers responded. Underlying the reasons they gave for rejecting business rules (which I discussed in a series of posts – 1,2,3) was a sense that business rules are an unnecessary and failed/leaky abstraction. But if you ask the question Jeff asks – does it make the business logic easier to write, to understand and to trouble shoot – then business rules are, as I argued, a compelling abstraction. In particular:

  • Business rules use fewer words, fewer lines of “code” to describe complex logic than procedural languages do
  • Business rules are easier for those who understand the business to understand and thus to validate (and who else is really in a position to tell if you if the logic is what the business needs)
  • Because they are atomic and independent, business rules either fire or don’t fire and so troubleshooting is easier.

So are business rules a “failed” and “leaky” abstraction? Probably. Should you use them anyway? Yup.

The price of freedom: Reinventing the online economy (RSA Journal July 2009)

Logo-rsa I was delighted to be invited to make a contribution to the RSA Journal's July 2009 edition, the printed version of which was just send out I believe, and the online edition that just went up on their website.

The complete title of my piece is: "The price of freedom - reinventing the online economy: Gerd Leonhard explains why ‘free’ content can still pay in the long term" and I really enjoyed writing this for them.

Following my last presentation at the RSA, in April 2009, on 'The Future of Content and Creativity' I have had many good conversations about this topic. The audio track from this event is here, btw; and the video is embedded again, below. Enjoy. And RT;)

I definitely recommend that you check out the other great features in the Juy 09 RSA journal, as well, there's some great gems in there.

You can read the entire thing on the RSA page, so here is just an excerpt:

Free iStock Photo freemium "Free information, free music, free content and free media have been the promises of the internet (r)evolution since the humble beginnings of the World Wide Web and the Netscape IPO on 9 August 1995. What started out as the cumbersome sharing of simple text, grainy images and seriously compressed MP3s via online bulletin boards has now spread out to every single segment of the content industry – and even into ‘meatspace’ (real-life) services such as car rentals. Without a doubt, ‘free’ has become the default expectation of the young web-empowered digital natives and now the older generations are jumping in, too.

On top of the already disruptive force of the good old computer-based Web1.0, we are witnessing a global shift to mobile internet – a WWW that is, finally, so easy to use that even my grandmother can do it. While five years ago, we needed a ‘real’ computer tethered to a bunch of wires to port ourselves to this other place called ‘online’ and partake in global content swapping, now we just need a simple smart phone and a basic data connection. With a single click of a button, we’re in business – or rather, in freeloading mode. 

As users, we love ‘free’; as creators, many of us have come to hate the very thought. When access is de facto ownership, how can we still sell copies of our creations? Will we be stuck playing gigs while our music circles the globe on social networks, or blogging (now: tweeting) our heart out without even a hint of real money coming our way?

Daunting as it may seem, we can no longer stick with the pillars of Content1.0, such as the so-called fixed mechanical rate that US music publishers are currently getting ‘per copy’ of a song ($0.091). Nobody knows what really defines a copy any longer when the web’s equivalent of a copy (the on-demand play of that song on digital networks) may be occurring hundreds of millions of times per day. No advertiser, no ISP and not even Google has this kind of money to pay the composer (or rather, the publisher), at least not until the advertisers start bringing at least 30–50 per cent of their global US$1 trillion marketing and advertising budgets to the table.

Price of freedomTraditional expectations and pre-internet licensing agreements are exactly what are holding up YouTube’s deals with the music rights organisations such as PRS and GEMA: this is what the rights organisations used to get paid for the music that is being copied, and this is what they want to get paid now. This impasse is causing significant friction in our media industries worldwide. Yet, below the top-line issue of money, there lurks an even more significant paradigm shift: the excruciating switch from a centralised system of domination and control to a new ecosystem based on open and collaborative models. This is the shift from monopolies and cartels to interconnected platforms where partnership and revenue sharing are standard procedures. In most countries, copyright law gives creators complete and unfettered control to say yes or no to the use of their work. Rights-holders have been able to rule the ecosystem and, accordingly, ‘my way or the highway’ has been the quintessential operating paradigm of most large content companies for the past 50 years.

Enter the internet: now the highway has become the road of choice for 95 per cent of the population, the attitude of increasing the price by playing hard to get is rendered utterly fruitless. Like it or not, a refusal to give permission for our content to be legally used because we just don’t like the terms (or the entity asking for a licence) will just be treated as ‘damage’ on the digital networks, and the traffic will simply route around it. The internet and its millions of clever ‘prosumers’, inventors and armies of collaborators will find a way to use our creations, anyway. Yes, we can sue Napster, Kazaa or The PirateBay and we can whack ever more moles as we go along. We can pay hundreds of millions of dollars to our lawyers and industry lobbyists – but none of this will help us to monetise what we create. The solution is not a clever legal move, and it’s not a technical trick (witness the disastrous use and now total demise of Digital Rights Management in digital music). The solution is in the creation of new business models and the adoption of a new economic logic that works for everyone; a logic that is based on collaboration, on co-engagement and on, dare we mention it, mutual trust – an ecosystem not an egosystem. Once we accept this, we can start to discover the tremendous possibilities that a networked content economy can bring to us.  

Free, feels-like-free and freemium

Much has been written on the persistent trend towards free content on the net. It is crucial that we distinguish between the different terms so that we can develop new revenue models around all of them. ‘Free’ means nobody gets paid in hard currency – content is given away in return for other considerations, such as a larger audience, viral marketing velocity or increased word of mouth (or mouse). I may be receiving payment in the form of attention, but that isn’t going to be very useful when it’s time to pay my rent or buy dinner for my kids. Free is... well, unpaid, in real-life terms.

 ‘Feels-like-free’, on the other hand, means that real money is being generated for the creators while their content is being consumed – but the user considers it free. The payment may be made (ie sponsored or facilitated) by a third party (such as Google’s recently launched free music offering in China, Top100.cn); it may be bundled (such as in Nokia’s innovative ‘Comes With Music’ offering, which bundles the music fee into the actual handsets) or the payment may be part of an existing social, technological or cultural infrastructure (such as cable TV or European broadcast licence fees) and therefore absorbed without much further thought. Feels-like-free could therefore be understood as a smart way to re-package what people will pay for, so that the pain of parting with their money is removed or somewhat lessened – everyone pays, somehow, but the consumption itself feels like a good deal...."     Read on.  PDF: Download RSA - The price of freedom Gerd Leonhard July 2009

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Five Ways To Share Your Leadership Influence

The young leader might not recognize it, and the veteran may no longer think about it, but neither situation obscures the truth: leaders influence all the time.

At one level this makes complete sense. After all, as leaders we are trying to take people towards a desired destination, and since we can't force anyone to do anything (at least not successfully for any extended length of time), we must rely on our ability to influence others to move them towards the goals.

This sort of planned or intentional influence is important, and seldom forgotten, yet it isn't the only influence that matters, nor is it the most common.

The more "everyday" influence is what may be forgotten or ignored because we don't realize the subtle forms influence can take and how pervasive it is.

The reality is that as a leader everything we do is noticed, analyzed, and has meaning placed on it.

Let's look at the five ways all leaders share their influence, intentionally . . . or not.

The Five Influencers

We influence in each of these five ways all the time. The more aware of this we are, the more successful we will be.

Our words. The things we say - and don't say - have a huge impact on the thoughts and behaviors of others. This can take the form of the carefully planned and rehearsed comments of a politician (or of you before a big planning meeting), or the seemingly mundane way we say good morning (or if we say it at all). Everything leaders say plays a part in how successfully their influence moves people in the desired directions.

Our actions. The cliché is that actions speak louder than words. For a leader, this is more than cliché; it is truth. What do you do when someone shares a new idea? How do you we react to the news about a new Customer or a problem? Your team takes cues about the things you place a priority on simply by watching what you focus the most energy/time/attention on.

Our body language. Do you nod your head eagerly or roll your eyes? Do you smile broadly or are you continually wearing a frown? Do you sit alertly in meetings, or lean back in comfort? Those around you are picking up on these cues all day long. The biggest challenge here is that our body language may be misinterpreted - so we must be vigilant and aware of this risk.

Our attitude. Most everyone knows and believes that enthusiasm is contagious, unfortunately, the opposite is also so true. Our attitude is contagious regardless of what it is, especially as a leader. A participant in a workshop once told me, "I can tell if it is going to be a good day based on the supervisor's attitude when he walks in the door." Enough said.

Our decisions. Of course many of our decisions influence people's thoughts and behaviors, but I'm not taking about the overt decisions about actions and directions that we might share in a staff meeting. Rather, I'm talking about the subtle decisions we make that have a direct impact on the other four ways we share our influence.

If I had asked you to come up with the list after reading the title of this article, you likely would have come up with the first four ways. While they are all important, it is the fifth way - influencing through our decisions - that might be overlooked, but arguably is most important because our decisions and choices directly impact the other four influencers.

As a leader we influence, whether we like it not.

The best leaders make decisions to influence positively and constructively and realize that those decisions are the critical first step to making it happen.

Potential Pointer: Leaders are influencing others all the time, whether we are aware of it or not. Remarkable leaders are aware of the subtle ways they influence others and make conscious decisions to make sure they are sharing the influence they want, and need, to be most successful.

Getting Your Money's Worth From Training and Development by Andrew McK. Jefferson, Roy V.H. Pollock, Calhoun W. Wick

Getting Your Money's Worth From Training and DevelopmentThis isn't a page-turning, read-on-the-beach book. That isn't an indictment, just a fact. This is a workbook designed to help you do exactly what the title promises: get more for your training and development dollars.

Actually, this isn't one book, it's two.

One cover is subtitled "A Guide to Breakthrough Learning for Managers." Flip the book over and the other cover is subtitled: "A Guide to Breakthrough Learning for Participants."

When you read the book from the perspective you are most interested in, you will find a surprise in the middle. It ends. And, the next page is upside down (which is the end of the book starting from the other cover)!

This unique and functional approach to creating the book is a telling sign of the usefulness of the content itself. As a workbook it contains specific tools, techniques and templates that you are encouraged to use. Sporting good learning approaches, solid and easy to follow examples are included to make both the concepts and the suggested tasks easy to follow and apply.

If you are a training professional, you will love this book. If you are a passionate learner who gets frustrated by your inability to apply what you learn in workshops, this book will help you. If you are a corporate leader who wants to know how to create a better return on your training investment, this book will give you practical clues as well (but be prepared to get involved and not just hand it off to someone else).

Beach reading? No.

Valuable and practical reading? Absolutely.

If you fit any of the descriptions shared above, this book deserves a spot on your desk - not just your bookshelf.

Learn More and Purchase from Amazon

Friends of Business Model Innovation

Business Model Innovation is a hot topic these days. I thought I'd post a note about some of my fellow bloggers who focus on the topic and who are friends or colleagues...

Anders Sundelin who launched the Business Model Database Blog
Patrick Stähler the sharp brain behind fluidminds
Peter Froberg who focuses on the freemium business model
Saul Kaplan of the amazing Business Innovation Factory

For all others who have a special focus on business model innovation, who read this blog and who blog about it themselves: don't hesitate to post your URL as a comment...

Is It Easy For Your Customers To Complain?

 

Today’s post is prompted by my ever increasing frustration with organisations who make it almost impossible for customers to complain. How do they improve their service, products or solutions, when they appear so disinterested in what we have to say? As I always do, I will vote with my feet.

Here is the reality:

Customers may well want to tell you they’re unhappy about something but they either:
•  Feel uncomfortable about doing so
•  Don’t know how to
•  Don’t have time; it’s easier to let it go

So, give them a choice of mechanisms. For example:
•  Simple questionnaires with pre-paid postage
•  Telephone help line
•  Customer service points
•  Exit surveys – face to face questions
•  Comment cards

Let them know it’s not a waste of time!

What are you going to do with the information? File it away? Shred it for next year’s Christmas decorations?

One company I know maintains a whiteboard in the reception listing the key comments/complaints made by customers, with a note of the action taken, or to be taken and by whom.

Customers really feel they are part of the product and service improvement team.

Customers need to know what’s in it for them if they do complain.

Respond quickly to complaints. If you give a number to ring, make sure someone is always there to answer the phone. Reply within two days if that’s what you promised to do.

Have an “escalation procedure” which allows for the more serious complaints to be dealt with by a senior member of staff.

Directors need to be accessible, hiding away simply creates suspicion.

Summary:
Unfortunately, when compared over time, the customers’ interest levels increase, whilst the vendors’ interest levels tend to decrease. This creates a “relationship gap” and is due entirely to complacency.

Fact:
It now costs fifteen times as much to locate and sell to a new customer as it does to an existing one.

That reason alone, should act as sufficient incentive for us to attempt to build brick walls around the relationship in order to deter predatory competitors – and there are plenty of them out there.

We must continually strive to earn the right to receive our customer’s business and one significant stride in that direction, is to implement an effective customer care programme.

 

Today’s News: You know that I always work with the formula: Attitude + Skills + Process + Knowledge = Success, so it was pleasing to discover a relatively new site that focuses on the “P”.

It’s called Smart Selling Tools and you can check them out here

I have mentioned Invesp Consulting before - they rank the Top 50 Sales Blogs and I think they are by far the most accurate, although I have asked them to amend my Technorati rating and also think about including Google links rather than Yahoo - so much more valuable. Do have a look here

If you are in the United States, you will no doubt be preparing for your 4th of July celebrations - you must be so pleased that you won! Have a great time.