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May 8, 2012

High-tech, High-touch Customer Service

Filed under: Blog,Customer Service — Jon @ 8:04 am
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Micah Solomon follows up his book Exceptional Service, Exceptional Profit, a book he co-authored with Leonardo Inghilleri, with a new book written just by him, titled, High-tech, High-touch Customer Service. Taking some of the core values of good service and applying them to the increasing level of technology that’s involved in our interactions, Solomon tells stories and shares insights about best practices in this constantly changing, yet fundamentally human business landscape we exist in.

I sent Micah a few questions after reading the book, and his answers are below. Not only will you get a taste for some of the ideas in the book, but also the breadth of Micah’s knowledge and experience. He built his company on principles of service, and was recognized not only by his customers for this, but also by many authors who have used his business and ideas as benchmarks of quality. Read on, and follow-up by checking out his books.

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Your new book focuses on customer service within today’s technology-influenced marketplace. Of all the ways customers have changed of late, which did you find the most striking?

Micah Solomon: I identify six key trends in customer service expectations in High-Tech, High-Touch Customer Service. One that’s especially important for businesses to be aware of is this:  Customers now expect personalized, aggregated information—instantly.

Those are a lot of ugly, multi-syllabic words, so let me set the stage with an anecdote.  The battery died recently on my aging Volvo, and with it I lost the stations that had been preset into my car radio. After driving around a few days manually selecting the stations I generally listen to (more or less just one station), I found myself irritated to have to dig up the ancient instructions on how to set a station into memory. I found myself thinking, “Doesn’t my car know I want this station as a preset? I mean, I listen to it every day—it should be inviting me to add it to a ‘favorites list’ or some such.”

But my car was manufactured in 2004, and, of course, cars didn’t “think” that way in 2004. And neither did consumers. Believe me, customers think that way now: They expect devices—and companies—to, in effect, say, “Mr. Solomon, I note that you’ve been listening quite a bit to your local NPR station. Care to have me memorize it for you so you’ll not have to fumble for it when you’re negotiating a difficult turn?”

To get a sense of how deeply customer perspectives have changed, look around. With the advent of mobile computing, a traveler can get all the answers on her iDroidPhoneBerry® that the concierge or bellman or neighborhood know-it-all used to parcel out at his own rate and with varying amounts of reliability: What’s a good Italian restaurant within walking distance? What subway line do I take to Dupont Circle, and which exit is best from the station? My plane just landed—in this country, do I shake hands with those of the opposite gender?

While this bears some resemblance to the model in place only a few years ago—settling into a hotel room, pulling out a laptop, fumbling around for an Ethernet cable, trying to figure out how to log on to the hotel’s network—there are real differences. Specifically, the better aggregation of information. Surfing the net—going out on a net-spedition to look for stuff seems like too much work and too big a time investment for today’s customers. Today, customers expect technology to bring an experience that is easier, more instantaneous, and more intuitive. They want to type or thumb a few keystrokes into Hipmunk—which lists travel options along with warnings about long layovers and other agonies, and shows hotels with precise proximity to your actual destination, or GogoBot, where your own Facebook/Twitter pals have already rated potential trips for you, or of course TripAdvisor, with its user-generated ratings of nearly everything in the world of travel—and have the information they need served up for them concierge style based on their IP address or satellite location and other useful clues.

A study by Accenture showed a manifestation of this trend: Customers in a retail situation often prefer to look to a smartphone for answers to simple product questions rather than working with a human clerk. The smartphone answers just seem to be faster and more accurate and sometimes, sad to say, come with a little less attitude. (Of course, you never get the heights of extraordinary service, either, from a smartphone, which is a lot of what I help companies with in High-Tech, High-Touch Customer Service and in my speaking and consulting on customer service.)

What do companies need to watch out for if they’re trying to use social media to deliver, or be responsive with, customer service?

Micah Solomon:
1. Remember the parable of the unzipped fly.

One of the first secrets in dealing with social media feedback is to reduce the need for it by making sure your customers know, as directly as possible, how to reach you. Thinkabout it this way: If your friend saw you had your fly undone, or spinach between your front teeth, would he tweet about it? No, he’d quietly tell you. (And if nobody tells you all day when you’re fly’s unzipped, it’s proof positive that you have no friends!)  Use the same principle to your advantage here. Why should customers address issues to you indirectly via Twitter or their blogs when they can use email, the phone, or a feedback form on your website and know that it will be answered—immediately?

With their round-the-clock access to the ‘‘airwaves,’’ make sure that the first impulse of customers is to reach you—day or night. Have ‘‘chime in’’ forms everywhere; it’s like building escape valves for steam into your machinery.

2. Avoid the fiasco formula: a digital stitch in time…
Can you spell F-I-A-S-C-O? The formula is: Small Error +Slow Response Time =Colossal PR Disaster. That is, the magnitude of a social media uproar increases disproportionately with the length of your response time. Be aware that a negative event in the online world can gather social steam with such speed that your delay itself can become more of a problem than the initial incident. A day’s lag in responding can be too much.

3. Lie back and think of England: Digital arguments with customers are an exponentially losing proposition.
It’s an ancient and immutable law: You can’t win an argument with a customer. If you lose, you lose directly; if you win, you still lose—by losing the customer. But online, the rule is multiplied manifold because of all the additional customers you’ll lose if they catch sight of the argument. So, you need to learn to lie back and think of the future of your company, as Victorian women were told to ‘‘lie back and think of England’’ to help them endure their marital duties. (There is a lot of lying back and thinking of England involved in doing your social media duties.)

4. Avoid the Streisand effect.
When someone attacks your business online, you may be tempted to call your lawyer, or otherwise try to intimidate the offending poster into removing the post.  I’d think carefully before doing that. The reason? Your reaction will tend to bring excessive publicity to the issue. There’s even a term for this: the Streisand Effect, named after Barbra Streisand, who sued a photographer in a failed attempt to remove a photo of the singer’s mansion from the California Coastal Records Project, a strategic backfire that resulted in greater distribution of the photo than would have happened before.

At the very least, threatening your customers does nothing to reduce the damage—and is very likely to backfire. Look at this hilariously written backhanded ‘‘retraction’’ by a restaurant guest under legal threat, and think if coercing a customer into such a response really serves your business. [This is an actual example, except for some altered identifying words.]

I earlier posted a review on this website and was threatened with a lawsuit by an attorney representing ‘‘Serenity Cafe´. ’’ In response, I’m hereby posting my retraction:

In retrospect I really should have said ‘‘To me, the ‘‘line-caught rainbow trout’’ tasted like farmed fish because it was almost flavorless and it looked like farmed fish because it was the wrong color and crumbly.

Perhaps it was indeed wild trout that just spent too long in the freezer . . .’’ and I should also have said pertaining to the chicken that . . .’’this chicken seemed to me like frozen tenders because it was the size, shape and texture of large pieces of solid plastic.’’ Treat your customers right, or else.  And don’t expect to be able to intimidate them into submission.

Technology is enabling customers to do more things themselves (check out, etc.). While these types of services can be of benefit, what are companies learning about service in the process?

Micah Solomon: You’re absolutely right: The self-service revolution is growing in power every day. Self-service includes touchscreen kiosks on cruise ships that help you find your way back to your room, airline passengers printing their own boarding passes at home, and, of course, Web-based e-commerce and the smartphone revolution.

Self-service, however, is at its heart customer service, which means it needs to follow the rules of great service design, or it risks alienating every customer who comes in contact with it. Here are my principles of successful customer-oriented self-service:

1. Anticipatory customer service is the ultimate goal.
The ultimate goal of self-service should be the same as in all customer service: You should strive for what I call anticipatory customer service. Anticipatory customer service is a level of customer service magic that actually binds customers to you and builds brand equity for your company. In both face-to-face service and self-service, this means anticipating customer requests before they even express them — or in some cases, are aware of them.

Aim for the classic goal the Ritz-Carlton articulated — to address “even the unexpressed wishes” of its guests — and you’ll be on the right track. Happily, self-service is likely to be anticipatory by its nature because of its ability to accept unique, customized input from the customers themselves, and smart self-service design can further enhance this.

The most brilliantly implemented self-service helps suggest choices and behaviors in an intelligent manner. Think of IBM’s technology in dressing rooms that suggests complementary ties based on the sportswear you’re trying on, or amazon.com letting you know what customers like you ultimately ended up buying. Gmail warning you that you’re sending out an email that lacks an attachment, when you’ve typed in the body of the email, “attached is.”

2. Customers need a choice of channels.
A choice means they choose, and you respect their decisions. Customers shouldn’t be calling your contact center on the phone only to be told, “You really should go to the website for that.” There’s a reason they called you on the phone, so talk to them. Just as maddening, there’s one upscale hotel chain that continually sends me emails every time I’m about to visit one of their properties, urging me to use automated kiosk check-in upon arrival. I ignore the emails, arrive at the hotel, go to the front desk, and am told, “You know, you didn’t have to come up here. You could have used the kiosk.” But I want to be checked in by a human. It’s a central part of the hospitality experience for me as a guest. And the choice should be mine.

3. Self-service needs to offer the customer escape hatches.
Such as:
• When you end your FAQs and similar self-help postings with, “Did this answer your question?” contemplate what should happen if the customer’s response is, “No, it didn’t answer my question.” In my opinion, it should be a response of, “I’m so sorry, we obviously have room for improvement; click here and a live human being will assist you.” Or, “If you would like a phone call from a human, please enter your number here. When we call, our humans will have a complete record of your query/issue and its failed resolution, and we will make it right.”
• Automated confirmation letters need to come from, or at least prominently feature, a reply-to address. When huge companies send confirmations that end with “Please do not reply,” it’s a kiss-off. When smaller companies do this, they just look ridiculous.

Either way, it can lead customers to desperation. The asymmetry defies our human desire for reciprocity: The company is sending you a letter, but prohibiting you from writing back.

4. Self-service can’t be set and then forgotten.
It’s an endless work in progress. Things change. Things break. Self-service needs to be monitored and reviewed regularly, or it may do you more harm than good.

5. Usability is a science that needs to be respected.
Reinventing the wheel as far as usability is self-defeating: Usability is a well-tested science, yet people keep trying to wing it. For example, why do people hate — truly love to hate — IVRs (telephone interactive voice response)? In part, because so many companies ignore or try ignore the rules of usability for such systems. For example, most people can’t retain in memory more than 30 seconds of information at a time, so an IVR with more than 30 seconds of options or information is just going to confuse customers.

There are similar hard-and-fast rules about how many menu items a customer can remember, yet some companies mangle their application of this rule by loading up each option with suboptions: “For Office A, Office B, or Office C, press 1.” That one single suboption actually demands that the customer remember four things: three departments and the menu number.

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Micah Solomon is a customer service, hospitality, and marketing speaker, strategist, and author of the new book, High-Tech, High-Touch Customer Service.

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May 4, 2012

Friday Links

Filed under: Friday Links — dylan @ 4:26 pm
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➻ This week’s links are about transition and change, but we begin with something that won’t change—the need for real human interaction—and Ed Keller and Brad Fay’s column in the USA Today on how Facebook can’t replace face-to-face conversation.

It is easy to see Facebook’s success as a sign of dramatic change—in technology and in human relations. But a deeper look suggests that Facebook’s rise is merely Exhibit A of a much larger truth: Our modern society is not providing people with the human connections they crave, and online social networking is a rather poor substitute. [...]

Social media has helped us rediscover the power of “social.” But the richest social gold mine is literally right under our noses: in the word-of-mouth conversations that happen in our kitchens and living rooms, next to the office water cooler, and on the sidelines of youth sporting events. These are the places where we actually live our lives.

Facebook is a fine way to find long-lost friends and exchange tidbits of information and recommendations. But if we want to promote real change—as in our politics, public policies and cultural behavior—it’s best we do it face to face.

If you’re interested in more on this topic, Keller and Fay have a wonderfully researched and well written book coming out later this month that explores and celebrates the social nature of human beings entitled The Face-To-Face Book.

➻ Pulling the lens back to view the ways in which nations interact, let’s head over to the Wall Street Journal and visit with Ian Bremmer, author of Every Nation for Itself: Winners and Losers in A G-Zero World. Hi thesis is that The Future Belongs to the Flexible.

In the years ahead, forget about much-discussed artificial groupings like the BRICS (Brazil, Russia, India, China and South Africa) and the so-called “Next 11″ (N11), a roster of potential powerhouses that includes Turkey and South Korea but also political powder kegs like Pakistan, Nigeria and Iran.

In our emerging G-Zero world, with no single power able to set the agenda, the winners and losers of the next generation will be determined not by the rubrics of the moment but by how well and often they are able to pivot.

If you do head over to the original article, you’ll also find a 10 minute interview he gave to WSJ‘s John Bussey. Good stuff, all.

➻ As we leave the Wall Street Journal, let’s turn to a fascinating piece in n+1 by Alexis Goldstein about Leaving Wall Street itself.

Wall Street is not a collection of 1 percenters maniacally laughing at the 99 percent they have crushed under their boot. No, Wall Street is far too self-absorbed to be concerned with the outside world unless it is forced to. But Wall Street is also, on the whole, a very unhappy place. While there is always the whisper that maybe you too can one day earn f***-you money, at the end of a long day, sometimes all you take with you are your misguided feelings of self-righteousness.

I am far from the only Wall Street employee ever to feel chewed up by the system, even as I worked to perpetuate it. Another ex-Wall Street employee described feeling like a “hyper-specialized pawn” who “worked all the time with little control” of her life, and “little personal satisfaction at the end of the day.” I, too, felt manipulated, and why shouldn’t I? That was the game, after all. I felt overworked, demotivated, and I was clearly doing nothing to help the world.

I was able to leave once I decided that my happiness was more valuable than money.

Goldstein is now a member of the Occupy movement.

➻ Julia Novitch had a really intriguing interview with Elihu Rubin at the Design Observatory yesterday about Public Space and the Skills of Citizenship, which brings us back again to the power of real human interaction and the continued importance of place in our increasingly digitally connected world.

We live in such a media-saturated age, especially in the devices so many of us carry around. We’ve lost touch with the idea that urban space is itself information technology. Urban space is media. Not just the architecture, but the sounds of the city, the smells of the city, the rhythms of the city—that’s so much media. In my view, it’s a richer media than anything else that could be piped into our headsets or handsets, and I think that Occupy [Wall Street] helped people realize that again. Even though Occupy in New York was completely wired—there were people typing away in the media booth all the time—I think it also suggested a rediscovery of urban space as media and our openness to it. [...]

Social norms are being rewritten as people walk down the street sending text messages or listening to things in a headset. I think of Hemingway and others in Paris—they write, they paint, and then where do they go? They go to the public house or the cafe because that is their social media—that is their social network, and the technology for it is the café. It’s a piece of information technology, and it functions in that way. Today, it’s so much different. It’s lovely to keep in touch with friends in these different ways—Facebook and the like—and we know from places where it’s been activated politically how potent it can be. People point to Tahrir Square in Egypt as being a place where social media helped to catalyze a very physical revolution. But it really has changed forms of sociability immensely. People are choosing to use the technology of the phone handset to stay connected to a world in which they’re more comfortable, as opposed to opening themselves up to encounters, experiences and visual sensations that exist in the city itself. So I send my students off on urban drift. That’s taken from the 1950s French art group, the Situationists, who would roam around Paris en dérive—on drift—which is a willful, active disorientation in order to begin picking up the social material of the city. I do that because I think we gain a lot from this active disorientation. Our tolerance for getting lost and disoriented is waning. We have all the maps on our phones now. Yes, there’s uneven access to this information, but it’s becoming more and more pervasive across many different class groups—so that you’re always getting where you want to go. You already know where you want to go, as opposed to discovering new things.

You could say the same thing of how we move around the Internet, how we consume news and other media. It’s great to have so much information at our fingertips, but if it’s completely reinforcing your established position, if we never leave our ideological and aesthetic homes, we run the risk of intellectual agoraphobia.

➻ The power of place and strength of cities bring us to our last link of the day, from Richard Florida and Business Insider, about how It’s Up To The Cities To Bring America Back.

The real key to unleashing our creativity lies in humanity’s greatest invention—the city. Cities are veritable magnetrons for creativity. Great thinkers, artists, and entrepreneurs—the Creative Class writ large—have always clustered and concentrated in cities. Deeper in our past the concentration of people in cities not only powered advances in agriculture, but led to the basic innovations in tool-making and the rudimentary arts that came to define civilization.

The past century or so was a giant step backward on this score. Once-great cities became veritable hostages of the old industrial order, which put housing and cars before people, spurred suburban sprawl, emptying many cities in the process, and then promoted faux urban renewal around white elephant sports stadiums, convention centers, Disneyfied malls, and now even casinos.

But cities are coming back, fueled by the mass migration of talent and creative people. The nerdistan model of high-tech suburbia (Silicon Valley, the Route 128 beltway) is shifting towards urban tech as young engineers, innovators, and venture capital have started flowing to places like downtown San Francisco and New York, inner city Boston, and London and Berlin. The reason is simple: real cities have real neighborhoods. They are filled with the flexible old buildings that are ideal for incubating new ideas. They are made up of mixed use, pedestrian scale neighborhoods that literally push people out into the street, cafes and other third places, encouraging the serendipitous interactions, the constant combinations and recombinations that result in new ideas, new businesses and new industries.

Some may call this a pipe dream of an out-of-this-world urban creative utopia. I assure you it is not. It is already emerging in the here and now, powered by the very logic of our rapidly evolving knowledge economy.

A revised and updated version of Richard Florida’s Rise of the Creative Class will be releases in June by Basic Books.

➻ If we can just piece it all together and catch the light like a stained glass window.

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May 3, 2012

Austin Kleon in Milwaukee

Filed under: Uncategorized — Jon @ 8:27 am
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AUSTIN KLEON
Steal Like an Artist: 10 Things Nobody Told You About Being Creative
Wednesday, May 9th

12:00pm-2:00pm

Hosted by our friends at:
Translator
415 E Menomonee St, Milwaukee

Steal, you say? Well, while we’re not advocating criminal acts, we do want to invite you to a very interesting discussion with Austin Kleon, who talks about creativity, visual thinking, and being
an artist online. Some of you may have also seen him in The Wall
Street Journal, The Economist, PBS, at TEDx and SXSW, or heard him on NPR. Regardless, if you’re involved in creativity in
any way, this event will bring you insight into how to tap inspiration in more powerful ways.

The first 20 registrants will receive a FREE copy of Austin’s book.

There are two options for registration: Free, or with lunch ($12). Choose your path by CLICKING HERE.

Hope to see you there!

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May 1, 2012

KnowledgeBlocks Delay

Filed under: Blog — Jon @ 2:35 pm
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Many were expecting our new product, KnowledgeBlocks, to launch today. While we certainly wish that were the case, some delays came up that were beyond our control. These should be cleared up by early next week and we’ll post again here when the site is officially live. Sorry for the delay!

Wait, what’s all this about?

KnowledgeBlocks is a subscription-based site that will feature business book analysis, author quotes and insight, book giveaways, webinars, member generated insight, and more. KnowledgeBlocks will be a valuable resource for anyone interested in leadership, creativity and innovation, and running a business (and all the facets within those categories). Quality info in one location, with the ability for each member to save and organize that info in ways most useful to them.

Want to be notified directly when we launch? Click here, submit your email, and we’ll talk to you next week!

 

 

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April 30, 2012

Every Nation for Itself, An Excerpt

Filed under: Big Ideas,Excerpts and Essays — dylan @ 4:01 pm
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One of the real stand-out successes in business books of 2010 was Ian Bremmer’s The End of the Free Market. It stood out because it wasn’t a typical business book—it seemed like something more likely to come out of Foreign Affairs than Portfolio—and there wasn’t much precedent for a book of its type being a big commercial hit in the genre.

His previous book, The J Curve: A New Way to Understand Why Nations Rise and Fall was a critical success, selected by The Economist as one of the best books of 2006, and got him on some of the cable talk shows, but The End of the Free Market turned into a national bestseller. I mean, here was a nuanced and wonky text by the founder of a political risk consultancy about the growing schism between free markets and state capitalism around the world, and where on that continuum states around the world fall, that forecast a potential economic showdown between the two systems—pretty heady, dense material—and it was a hit! People ate it up. To call it’s success a surprise is probably an understatement—despite how well connected its author may be.

This week, Portfolio is releasing Bremmer’s follow-up to that success, Every Nation for Itself: Winners and Losers in A G-Zero World, and we’re fortunate to have an excerpt for you. From the book’s introduction, here is Ian Bremmer:

◊◊◊◊◊◊◊◊◊◊◊◊◊◊◊◊◊◊

For the first time in seven decades, we’re living in a world without leadership. In the United States, endless partisan combat and mounting federal debt have downgraded hopes for full recovery from the Great Recession, stoking fears that America’s best days are done. Across the Atlantic, a debt crisis cripples confidence in Europe, its institutions, and its future. In Japan, the rebuilding following an earthquake, tsunami, and nuclear meltdown has proven far easier than recovery from more than two decades of political and economic malaise. A generation ago, these were the world’s powerhouses. With Canada, they made up the G7, the group of free-market democracies that powered the global economy forward. Today, they are struggling just to find their footing.

Not to worry, say those who herald the “rise of the rest.” As established powers sink into late middle age, a new generation of emerging states will create a rising tide that lifts all boats. Increasingly dynamic China, India, Brazil, Turkey and other emerging markets will fuel the world’s economic engine for many years to come. Americans and Europeans can take comfort, we’re told, that other states will do a larger share of the heavy-lifting as their own economic engines rattle forward at a slower pace. Unfortunately, rising powers aren’t yet ready to take them on either. For now, governments of emerging states will instead be focused on managing the next critical stages of their own economic development.

In a world where so many challenges transcend borders—from the stability of the global economy and climate change to cyber-attacks, terrorism, and the security of food and water—the need for international cooperation has never been greater. Cooperation demands leadership. Leaders have the leverage to coordinate multinational responses to transnational problems. They have the wealth and power to persuade other governments to take actions they wouldn’t otherwise take. They pick up the checks that others can’t afford and provide services no one else will pay for. On issue after issue, they set the international agenda. These are responsibilities that the West is now much less able to afford and that emerging powers are not ready to accept.

Nor are we likely to see leadership from global institutions. At the height of the financial crisis in November 2008, political leaders of the world’s most influential established and emerging countries gathered in Washington under the banner of the G20, the expanded group of leading economic powers. The G20 helped limit the damage, but the sense of collective crisis soon lifted, cooperation quickly evaporated, and G20 summits have since produced virtually nothing of substance. Nor are institutions like the UN Security Council, the International Monetary Fund, and the World Bank likely to provide real leadership, because they no longer reflect the world’s true balance of political and economic power.

If not the West, the rest, or the institutions where they come together, who will lead? The answer is no one. Neither the once-dominant G7 nor the unworkable G20. We have entered the G-Zero, a world in which, for the first time since the end of World War II, there is no single power or alliance of powers ready to take on the challenges of global leadership.

[Every Nation for Itself] is not about the decline of the West, because America and Europe have overcome adversity before and are well-equipped over the long run to do it again. Nor is it about the rise of China and other emerging market players, because the governments of these countries now stand on the verge of tremendous tests at home. Not all of them will continue to rise, and it will take much longer than anyone expects for those that emerge to prove their staying power. This is a book about a world in transition, one that is especially vulnerable to crises that appear suddenly and from unexpected directions. Nature still hates a vacuum, and the G-Zero won’t last forever. But over the next decade and perhaps longer, a world without leaders will undermine our ability to keep the peace, to expand opportunity, to reverse the impact of climate change, and to feed growing populations. Its effects will be felt in every region of the world—and even in cyberspace.

Excerpted from Every Nation for Itself: Winners and Losers in a G-Zero World
Copyright © Ian Bremmer, 2012
All rights reserved
Reprinted by arrangement with Portfolio, a member of Penguin Group (USA), Inc., Copyright (c) Ian Bremmer, 2012.

About the Author
Ian Bremmer is a president of Eurasia Group, the world’s leading global politcal risk research and consulting firm. He has written for The Wall Street Journal, The Washington Post, Newsweek and Foreign Affairs. His most recent books include The J Curve and The End of the Free Market. He lives in New York City and Washington, D.C.

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April 27, 2012

Friday Links

Filed under: Friday Links — dylan @ 3:47 pm
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➻ With the industry changing all around us, I begin this Friday by looking at the changing definition of the word “hopefully,” as the AP Stylebook is now accepting it’s common modern usage, It Is Hoped.

Linguists and grammarians the world over may weep into their Manuals of Style, but the march of progress continues: as of this week, the AP Stylebook has altered its definition of hopefully. As they tweeted, “We now support the modern usage of hopefully: It’s hoped, we hope.”

(Previously, the accepted definition was, “In a hopeful manner.”) [...]

Naturally, the decision has been controversial. While some have heralded the AP’s flexibility, others, like editor Rob Rheinalda, take a dimmer view, opining, “It’s lazy and it’s subjective. The speaker presumes that everyone shares that hope.” The WaPo piece had generated 680 comments as of this writing. Is Rome burning? Or is language simply in perpetual flux?

We are reminded here of the immortal words of Ken Kesey, who, in his Paris Review interview, remarked, “As you get older and hopefully wiser, you find that blame and punishment beget only more blame and punishment.” Amen.

All of this begs the question… well, maybe it doesn’t beg a question. I don’t want to open up that can of grammatical worms.

➻ It’s just another example of how language, grammar, and typefaces are ever evolving, which is one things that makes looking through old, antiquarian books so fun and fascinating—which you might find an example of on one of the many Bookmobiles of the World.

➻ And the book covers! From the gilt lettering on calf boards of yore, to the wonderfully varied designs of early modern paperbacks and the Chip Kidd covers of today, who amongst us doesn’t love a well-designed book—even if we don’t judge its contents on the cover alone? So it makes you wonder, Has Kindle Killed the Book Cover?

A digital book has no cover. There’s no paper to be bound up with a spine and protected inside a sturdy jacket. Browsers no longer roam around Borders scanning the shelves for the right title to pluck. Increasingly, instead, they scroll through Amazon’s postage stamp-sized pictures, which don’t actually cover anything, and instead operate as visual portals into an entire webpage of data (publication date, reader reviews, price) some of which can also be found on a physical cover and some of which cannot.

The abstract idea of the cover remains, though, as it does for album covers. Book designer Carin Goldberg remembers when she would sit in her room as a teenage girl listening to Joni Mitchell, holding the record in her arms. Since then she has designed hundreds of covers—among them are the 1986 edition of James Joyce’s Ulysses, books by Kurt Vonnegut, and Madonna’s first record. The cover “functions as an emotional visual touchstone,” Goldberg says. “It’s still something that we will always visualize in our heads as what that book looked like. It definitely becomes part of the experience.”

I would go further and say that it’s more than part of the experience—it’s a ritual. Pulling a book from the shelf, out of your bag, or off your nightstand, finding your place in it, sharing physical space with the object and being able to pass it on to others you know and love is a beautiful thing—something that enhances the physical memory of what we’ve mentally imbibed. It reinforces one’s appreciation of the material, just as records do for music. And the serendipity of discovery while trolling the shelves at a book or record store, or through the collections of friends and relatives you share passions and a world view with, just can’t be replaced by digital files that most will simply delete from existence when they run out of room. I don’t like to think of what some of my favorite places, used books and record stores, are going to look like in a generation.

➻ But, most likely, I’m overreacting. Jason Epstein at The New York Review of Books took a look recently at How Books Will Survive Amazon.

Few technological victories are ever complete, and in the case of books this will be especially true. Bookstores will not disappear but will exploit digital technologies to increase their virtual and physical inventories, and perhaps become publishers themselves. So will libraries, whose vast and arcane holdings will soon be available to everyone everywhere. E-books have been aggressively marketed for five or six years in the United States. Yet despite rapidly acquiring market share they show no sign of displacing actual books, with which they will comfortably coexist in the digital future.

And while writing about how Amazon [isn't] destroying publishing, they’re reshaping it, the Guardian‘s Nick Harkaway wrote about why competition is important:

Because it drives not just lower prices, but better products. And let’s face it, the products we have are ho-hum. E-readers are uninspired. They’re slabs of plastic with fiddly controls and display a badly-formatted, typographically impoverished rendering of a paper book. That’s not the electronic book I want. I want a gorgeous physical object, with paper pages, that can transform into any story I choose, perfectly presented on the page. I want a device from a fairytale, not a bargain bucket. Although, sure, I’d like it to be affordable, too. And that will not happen if one company controls the market. Why should it?

That fairy tale is far off, and while nothing much is happening in the meantime, while the debate just keeps spinning in circles as Amazon escapes the all-seeing eye of government and keeps expanding it’s market share, they’re are small publishers and record labels popping up everywhere, and all the time. Amazon, I fear (or hope), is moving in the direction of producing cheap products for the masses while the demand keeps growing on the edge for niche products for the passionate. And all the while, Frodo makes his way closer to Mount Doom.

➻ Exploring the scholarly side of the equation (always a niche market) Joseph Esposito looks at E-books in the Academy—A Story of Limitations and Affordances.

➻ Whatever happens, I hope Dr. King was right when he proclaimed that “the arc of the moral universe is long but … bends toward justice,” and I hope that it bends toward freedom also, even if it has to be given away, even if it’s a motherless child. The publishers of the world’s books have historically been at the forefront of spreading ideas that led to expanding and increasing justice and freedom, and I hope they remain at that forefront—regardless of who those publishers are. And regardless of what the word means, hopefully we’ll all pitch in to help.

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April 26, 2012

Live In Wonder

Filed under: Blog — Jon @ 9:12 am
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This book is a little different than most. Many business books, even data heavy academic works, attempt to inspire readers on some level. When we read ideas from people who have spent much time, sometimes years, analyzing, researching, interviewing and pondering how to improve work and life, we see the possibilities a bit more clearly. Sometimes even, we realize we had the answers within us all along, but it took the clarity produced by the author’s work to help us realize them.

And that’s sort of how Eric Saperston’s new book works. It’s called, Live In Wonder: Quests, Quotes & Questions to Jumpstart Your Journey. The word ‘jumpstart’ in the subtitle is the key here. This book isn’t a series of chapters that follow a linear progression through various situations, infused with insightful solutions. This book is all about the reader, and the author merely provides a series of quotes, questions, and inspiring thoughts to help each reader dig through the information in their own heads and find clarity. Though it’s a fairly decent sized book, there are not many words. Instead, there is lots of white space where a reader can answer the questions Eric poses in their own words, reflect on important experiences and lessons, and commit in writing to personal goals and aspirations they are working toward.

Eric spent four years traveling the country and interviewing some very successful people, each who inspired him by sharing the lessons they learned, and the outlook they now have based on what they’ve learned, and how they’ve grown in their personal and professional lives. Those interviews aren’t in here, but it’s clear to see how the quotes, questions, and ideas Eric has filled this book with are based on many of those conversations. And the way he presents these, it’s less about what those individuals can tell us, and more about how we can learn similar lessons in our own unique ways.

So yes, this might not be a book for everyone, but it is a book for those who don’t want everything spoon fed to them, and aren’t afraid to spend the time thinking about what they’ve learned so far, and making a plan for how to improve what it is they do going forward.

 

 

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April 25, 2012

Resonate: Now at the Tip of Your Fingers

Filed under: Book Reviews,Communication,Presentations — Sally @ 10:42 am
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In the 2011 paperback edition of The 100 Best Business Books of All Time, author Todd Sattersten included a new sidebar of the best books on using visual thinking in business because, to play off an old saying, sometimes a picture is worth more than 1000 words. The list of recommended titles included Dan Roam’s Back of the Napkin, Cliff Atkinson’s Beyond Bullet Points, and Dona W. Wong’s Wall Street Journal Guide to Information Graphics.

The fourth book included in Todd’s overview was Resonate by Nancy Duarte. Todd describes her book this way:

Duarte and her company have produced presentations for renowned product launches and speaker presentations, such as Al Gore’s An Inconvenient Truth. Anyone can tell a story, but how it’s told–visually, sonically, physically, and linearly–is the key to true resonance, which in turn transforms your audience into active participants.

Resonate is a beautiful book packed with photographs, drawings, graphs, charts, diagrams, and even poetry, making it not only a truly enjoyable reading experience, but a book emblematic of the author’s message that storytelling is an essential component to the success of a presentation.

Now the magic of Resonate is available in a Multi-Touch format that brings this beautiful book to life on your iPad. And it is the first interactive business book built in Apple’s iBooks Author.

Here is a little taste of what this iBook can do:

In an increasingly cacophonous world, visual presentations can cut through the noise. Resonate steps you through the Sparklines or “the story flow of several speeches in the interactive sparkline widget,” introduces you to Nancy Duarte and the many behind the scenes stories she includes to support and illuminate the lessons, and provides you with the ability to “take notes and build your next presentation as you move through the book” via a Note Card feature. Chapter review test questions make remembering key ideas easy. Gorgeous imagery and provocative quotes keep the information lively.

The stories you create with the help of Resonante can help change your business, and even change the world, because stories put ideas into common language and ignite the imagination. Start by downloading Resonate to your iPad. Not only will you be in awe of the product before you and at your finger tips, you’ll learn that presentations don’t have to be boring, your great idea doesn’t have to die before it sees the light of day, and your audience won’t be texting surreptitiously under the conference room table while you present.

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April 23, 2012

Chris Guillebeau in Milwaukee!

Filed under: Uncategorized — Jon @ 4:05 pm
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“DEAR BOSS,

I’m writing to let you know that your services are no longer required. Thanks for everything, but I’ll be doing things my own way now.“

Imagine that today is your final day of working for anyone other than yourself. What if—very soon, not in some distant, undefined future—you prepare for work by firing up a laptop in your home office, walking into
a storefront you’ve opened, phoning a client who trusts you for helpful advice, or otherwise doing what you want instead of what someone tells you to do?

All over the world, and in many different ways, thousands of people are doing exactly that. They are rewriting the rules of work, becoming their own bosses, and creating a new future.

Whether you have an idea you think could become a full time venture, or are an entrepreneur looking for fresh inspiration, join us as we welcome Chris Guillebeau on tour with his newest book, The $100 Startup! Chris will talk about ideas and research from the book and hold an open discussion about how everyone in the audience might make the leap into entrepreneurship. Details below…

CHRIS GUILLEBEAU
Monday, May 21

5:30 – 7:30pm
Presented by Translator and KnowledgeBlocks

Translator
415 E Menomonee St.
Milwaukee, WI

Admission is FREE but you must CLICK HERE TO REGISTER!

Chris Guillebeau is host of the World Domination Summit, an international gathering of creative people, and author of The Art of Non-Conformity. His main website, chrisguillebeau.com, is visited by more than 300,000 people per month.

Hope to see you there, Milwaukee!

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April 20, 2012

Friday Links

Filed under: Friday Links — dylan @ 10:36 pm
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➻ David Heinemeier Hansson of 37signals (and coauthor of Rework) reminds us that keeping a company running is every employee’s responsibility, no matter what the task at hand is. Or, to put it more bluntly, Making shit work is everyone’s job.

“Oh, that’s not my job,” is the sound of doom. Maybe not imminent doom, but doom indeed. It’s the magic inflection point when a company becomes too big (even if only psychologically) for any single employee to give a rat’s ass about job numero uno: Making shit work.

Regardless of what you think of the profanity, you have to agree that David is one insightful motherlover.

➻ Keeping the irascible nature of the thread alive, let’s take a look inside Steven Pressfield’s Head in the Morning.

When I get up in the morning, I’m almost always in a foul mood. I’m irritable, I’m short-tempered, I’m irascible. Coffee doesn’t help. I can’t watch Matt Lauer. If I have to drive anywhere I’m always pissed off at the other cars and muttering under my breath. I’m not happy with myself, I’m not happy with the world, I’m not happy with anything.

It’s all Resistance.

Now, if you’ve read The War of Art or Do the Work, you know that Pressfield is a master of overcoming the resistance. Beside the two books mentioned above, he’s overcome it often enough to pen nine other books. How does he do it? His solution has to do a lot with getting out of the house, physical exercise, and chariot metaphors.

Get up. Get moving. Do whatever you have to do to seize the reins of that chariot and to take command of those four unruly horses.

Fiery chargers are good. Horsepower is what we want. We just have to learn how to gain control of those magnificent, passionate beasts and to get them to take us where we want to go.

Sounds like Pressfield knows how to make **it work. To figure out how, read the rest of the post and keep an eye out out for his upcoming book project, Turning Pro.

➻ Umair Haque, author of The New Capitalist Manifesto, is always challenging us on these fronts, asking questions about what we want and what we’re all capable of, and he foresees is a Great Collision.

A rebellion against the emptiness of the lives we choose, over and over again. I believe you and I are capable of better; I believe each of us deserves better—from ourselves. As the great historian and parliamentarian Edward Gibbon once wrote: “when the freedom they wished for most was the freedom from responsibility, then the Athenians ceased to be free.”

And this is again about making **it work, as workers, individuals, and citizens. I’m going to quote his post at length here, because it’s filled with good links, and this is after all a post all about links.

We want work that fulfills—but we’re not often willing to spend an extra penny, let alone a dollar, euro, or yen, to ensure others can take on fulfilling work. In the sagging, tube-lit aisles, it’s the everyday low price that we chase with a vengeance.

We cry out for better leaders—but it’s rare that we take the dangerous, decisive step to lead ourselves, choosing instead to remain obedient, pliable followers.

We want education, healthcare, and transportation that works—but we’re reluctant to pay the costs of these public goods. When it comes to the bare-minimum building blocks of a functioning society, they’re someone else’s responsibility.

We hunger for inspiration, purpose, exhilaration—but mostly, we settle for lives of annihilating boredom, alternating with sheer panic. Perhaps we get our fix of “life” through the finely honed narratives of the hundreds of channels of reality TV and “news” we’re smilingly offered night after pixelated night.

We want contracts that don’t steal our future—but we’re often unwilling to walk away from those that already have. Perhaps we feel a sense of moral responsibility to pay our debts—but I’d suggest the greater, perhaps greatest moral responsibility is choosing to live.

We want thriving, diverse cities—but we self-select into neighborhoods of like-for-like. Witness, of course, the rise of the gated community.

We don’t want narcissistic Machiavellian sociopaths to helm our institutions—but at the mall, on the high street, at the gas pump, we seem to barely, if at all, consider whether those we’re choosing to patronize have interests solidly opposed to any rational person’s.

We want basic human rights to be respected—but mostly, we yawn when habeas corpus, the fundamental political building block of a minimally enlightened social contract (remember that 13th century document called the Magna Carta?) is rolled back.

We want communities that cohere, full of relationships that blossom, and in turn, nurture the social soil. But we spend more time and energy on Facebook than on making a lasting, tangible human difference—unless it helps us gain that corner office, promotion, or bonus.

We want a culture that doesn’t dumbify us—but at the end of the day, we’re willing to settle for poking fun at one that does, instead of building one that doesn’t. But the former is not the latter.

We don’t want the future we’re getting—but most of us shrug our shoulders at the end of the day; only to wake up panicked, the next — and begin the cycle all over again.

Welcome to the Great Collision. In the aggregate, our preferences are savagely at odds with our expectations; the future we want is at odds with the present we choose.

It seems like we have a lot **it to work out.

➻ But it doesn’t have to be that heavy. As Chris Guillebeau wrote recently in a post about Thelonious Monk and the Search for Value:

It’s funny, if you make a list of all the things you don’t do well, you may wonder how you’ve even made it this far. But those things don’t matter … you can be average or even mediocre in many ways as long as you craft everything together in a way that gives other people something to care about.

After all, giving a damn is what makes the world turn. Well, I suppose it actually has something having to do with how the rotating matter that eventually coalesced into the planet Earth was affected by the gravitational pull of objects and dark matter around it, but you take my point.

➻ For as much work as we all have to do, though, sometimes it’s still necessary just to take a load off—and it’s always nice when there’s someone there to help.

Watch Quick Hits: Levon Helm Performs “The Weight” on PBS. See more from Sound Tracks.

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