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Just What's On Blog

JustWhatsOn.com

Thanks
Nick

In a nutshell Dyson engaged very quickly and I was quickly impressed with this engagement - thinking 'wow, Dyson get it'.

Although I'd used quite (jokingly) harsh language in the post - they fed back some well argued points and presented their case well.

So - big thumbs up to Dyson then?

Yes, for a few days.

This all changed when Mitsubishi (maker of the similar Jet Towel product) came back (thx to @FastlecRob for the nudge) with some good counter arguements.

Great - a healthy discussion?

Here is a quote from what Dyson came back with

We entered this conversation looking to locate a faulty machine and clarifying what we felt were factually misleading statements. We feel that the direction that this thread is going in will go nowhere (apart from some interesting fodder for you, Nick) and we're not willing to play, I'm afraid.

oh dear.

This attitude was fine in the 20th century when big corporations controlled the message. It's a shame Dyson is a bit late.

"we're not willing to play, I'm afraid."
Everybody else is playing without you Dyson, sorry.

Companies - we are talking about you whether you like it or not. You can be involved in the conversation - constructively as Dyson seemingly was to begin with (although it now just looks like they were using me to find their dirty machine) - or people can say anything they want about you - right or wrong - and you can bury your head in the sand.

I also think Dyson is wrong - the conversation wasn't going nowhere - quite the reverse. Mitsubishi made some key points against them about noise levels & drying time. It just looks like Dyson threw their toys out of the pram and went crying home to mummy.

There's another lesson here. You can't be half in & half out of this. You have to fully commit to engagement - and stay committed - stay involved in the message - and for God's sake stay civil. Why the hostility Dyson? We're not individuals you can abuse anymore - we all have a voice and we're using it!

You have to be on form ALL THE TIME now. If you drop the ball ONCE the democratized voice of the internet can use it against you forever. But not playing is also not an option - your competitors are or will be using social channels to build an adoring customer base, spread their message, correct inaccuracies and have fun! (all hail @zappos).

Your only defence is sticking to strong core principles such as openness, honesty, civility and genuinely caring about your customers.

The world has fundamentally changed. Those who keep up will win.

Updated 25 May 2010 ********************************

What's the point of PR & Social Media Engagement? Something like:

1. Listening to feedback / fixing problems.
2. Fostering good will with customers & users.
3. Building relationships & rapport.
4. Having a smile - being positive, open, likeable, honest - trying to help.
5. Having some fun!

Wading into a comment thread, engaging a bit - then 'not playing' and bluntly stating you're only trying to find your faulty machine - I don't think that fulfils the above do you?

It lowered my good will towards them so much I wrote a blog post about it!

I spoke to Dyson who gave the following 2 reasons for the final comment.

1. Can't talk about competitors for 'legal reasons'

This is a policy Dyson have decided to follow internally. I think that's a mistake.

If you're passionate & proud of your product - you should be willing to swing from the rafters shouting about it. To say to your competition 'bring it'! To embrace social media, to rouse your cheer leaders and state your case.

Sure you need legal cover - but thats all doable if the will is there. This is a cop out.

Mitsubishi managed it - why can't Dyson?

2. Felt we were going round in circles

They could end it at any time. It need not 'go in circles' - but they can end more gracefully than they did. There were also good points on noise they seemed reluctant to acknowledge.

Why Dyson's Comment is Bad

It's not about 'getting into a slanging match' with a competitor. It's about stating their case - and their tone & intent.

Hi all,

We entered this conversation looking to locate a faulty machine and clarifying what we felt were factually misleading statements.

subtext: We aren't interested in engaging, just using you to find our machine.

We feel that the direction that this thread is going in will go nowhere

They feel threatened when a competitor mentions a relative weakness of their device - so no longer wish to engage.

(apart from some interesting fodder for you, Nick) and we're not willing to play, I'm afraid.

play - this trivialises social media - and specifically my blog. Yeah my blog probably is trivial but come on - telling a blogger that is never going to go down well ;)

This presupposes that Dyson's customers can get no value from this conversation - I disagree.

It's also arrogant & undermines all the good work they already did. I sense frustration here - hostility - a PR person pulling back, going back to mass media ways because they aren't getting their way. A momentary lapse.

Even if you think this way (which you shouldn't) - you can phrase it much better!

Mitubishielectric - we are open to have conversations about dry times and other standards for the hand dryer market.

Hold on - no you're not?! You just pulled out - that's what we're trying to do here. Are you suggesting you want to have a private conversation with a competitor?!?!

Why?! It's media but not very social.

This post simply reinforces the fact that in a decidedly unregulated market it's very hard for people to differentiate between truth and false-hoods.

We'd encourage you to get in touch.

Best wishes,
Dyson

You'll notice they don't even mention any legal restrictions. They do make a follow up comment which is a little better - but the post above really is a huge slip and its out there forever.

Alternate response 1
(Sticking to 'legal restriction' of not talking about competition)

Hi all

We are reading all the posts here with interest & love to see such a lively debate in a previously rather un-exciting space (hand dryers).

We feel passionately that our product is the best out there - not least because of the combination of dry time, hygiene, noise & technology. We have all our figures & reports online here.

Unfortunately we are unable to keep talking about this - our legal department says we can't - but we have taken on board all your opinions - we never stop listening to our customers and work tirelessly to give you all better products every day.

We will be incorporating improvements to the Airblade design soon.

Good luck with the blog Nick - look forward to more posts soon; and hopefully more positive ones about Dyson ;)

 

Thanks
Dyson

This achieves all the same goals for Dyson - they pull out - but do so politely, appear humble - and this blog post is never written. This is basic stuff.

It also links to data on drying times that they keep mentioning - but can't be seen anywhere.

Alternate response 2
(No self imposed 'legal restriction')

Hi all

We are reading all the posts here with interest & love to see such a lively debate in a previously rather un-exciting space (hand dryers).

We feel passionately that our product is the best out there - not least because of the combination of dry time, hygiene, noise & technology. We have all our figures & reports online here.

Whilst we respect Mitsubishi, our product is the only product with a HEPA filter and we believe tests show our machine is more power efficient and faster. The XLerator is also 100dB - ouch. We also use revolutionary technology to scrape water from the hands - we believe our machine is by far the best overall design.

We hear you on the noise - it's something we're working hard to improve in future models. Watch this space for an even better Airblade really soon!

Good luck with the blog Nick - look forward to more posts soon; and hopefully more positive ones about Dyson ;)

 

Thanks
Dyson

It's humble, it rises above everything, it ends the exchange but leaves a nice taste in the mouth. It states why they believe they have the best machine - but acknowledges its not perfect (people already know this - companies that are big enough to acknowledge their shortcomings are respected).

But perhaps more importantly - it shows respect to everyone who commented & the blogger. It shows positive intention and no hostility.

Surely the point in social media engagement & PR generally is to foster good will with customers. The above comment achieves that. Theirs did the opposite.

There are other interesting points to make here beyond the scope of this blog - such as the independence of the NSF testing (Dyson is involved apparently). The Jet Towel was launched 1993 & Airblade in 2006. Dyson's willingness to sue people that copy its vacuum cleaner designs.

Suffice to say - this has been an interesting case study for everyone.

Was I Too Harsh? What Could I Have Done Better?

UsabilityHell.com - being harsh is what it does - it's partly humourous and I don't apologise.

The title of this post is a double meaning - partially referring to Dyson's aborted engagement. Perhaps it can come across a bit OTT?

In fairness to Dyson they are probably way ahead of most companies on Social Media.

I should re-state that I think they did a lot right at first - many companies wouldn't engage at all. The problem is they didn't stay on message throughout - they slipped - and that can be worse than not engaging. Companies need to be Insanely Great right?

While I had some doubts at first - I now think I was fully justified.

I should have kept the comments on UH a bit more light hearted in keeping with the blog's style - it got quite serious and geeky.

My take away from this is that we're all still figuring it out, every situation like this is fascinating and a useful learning experience for us all.

http://twitter.com/nickdonnelly

See our latest Twitter in London Podcast episodes here:

http://tweetieandthebrain.blip.tv/

Or subscribe in iTunes:

http://itunes.apple.com/podcast/tweetie-and-the-brain/id361306938

Twitter

Its taking over the world right?

Actually it really isnt - the numbers tell the story.

Leaked Twitter Documents showing 25 million users projected for 2010:
http://bits.blogs.nytimes.com/2009/07/15/hacker-exposes-private-twitter-documents/?hpw.

Facebook say they have 400 million active users worldwide:
http://www.facebook.com/press/info.php?statistics

On the completely unscientific anecdotal front, I just travelled for 2 months through the middle east, meeting locals and fellow travellers along the way.

Aside from the people I arranged to meet via Twitter in advance - I didn't meet ONE person who was on Twitter - whereas 95% of people were on Facebook (of maybe 50-100 people I asked). These were youngish (18-40 mainly) relatively tech-savvy, middle class people too.

In our little tech bubble its easy to forget that the vast majority of people actually aren't on Twitter - and don't even really understand what it is.

Yes Facebook has a few years on Twitter - but the question is, can Twitter penetrate 'normal' people's brains in the way Facebook has?

9/10 Mum's Prefer Facebook
Facebook is an easier sell, you're asking people to do stuff they normally do in real life - with people they know in real life; sharing photos, messages, gossip, finding friends etc. Twitter is a new concept - broadcast what you're doing - to anyone who cares. Say what?!

Tech geeks & marketers (Twitter's core users) - already used to over-sharing; embraced Twitter straight away. For the mainstream to adjust to this level of ADD over-sharing, however, is a much bigger jump than Facebook.

Twitter Growth Slows Dramatically
http://www.readwriteweb.com/archives/twitters_growth_slows_down_dramatically.php

So, coming back to my original assertion - "Twitter Will Always Be Niche" - do I really believe this?

After my trip and some reflection on the facts - I have a more balanced view than before (when I was certain Twitter would one day eclipse Facebook). Yes its certainly changing society on a positive level (how, is a story for another blog post) - and those of us lucky enough to be on it get all kinds of benefits.

The Twitter team are very switched on - and if such a service can ever be mainstream - they will make it happen. Exactly how they do this remains to be seen - big if unexciting factors will be time & momentum.

Ultimately if it does go large, I think it will take a long time - say, 5-10 years; an eternity in tech.
Its gonna be a fun ride.....

Nick Donnelly

twitter.com/nickdonnelly
london-twitter.posterous.com
www.tweetieandthebrain.com

Apps

We all love Tweet Deck and Seesmic - based on Adobe Air they are the favourite Twitter clients out there.

Everyone with a smartphone is also getting a lot of value from their apps - first the iPhone App Store - now the Android equivalent. Its all the rage.

Lunacy.

Apps Suck.

Everyone has realised this over the last 10 years - thats why everything has or is moving to the web. Whether its GMail, Google Apps, Facebook, Posterous, Hulu or BBC iPlayer - its all on the web.

Quite apart from the very over the top iPhone App Store Submission Process - apps fall down on so many levels. Yes sometimes you want something offline or require close integration with the phone (eg GPS maps application) - but even then, HTML 5 is solving many of these problems.

Why Apps Suck vs Websites

iPhone App Store Submission Process
If you're building an iPhone app - good luck. Major developers are leaving due to the overly-strict process:
http://www.9to5mac.com/app_rejection_dejection_frustrations_50064

To fix even a minor bug, your app has to go through a process which can take up to 3 months. This isnt just inconvenient, this can be hazardous to the very existence of small developers which have to make payroll every month.

Hardware
Written an iPhone app? Great, now you'll have to write an android one too. Oh and a Blackberry one. And a Palm one - oh and one for Symbian + Windows & Mac. A website, using open standards, can run on any device supporting these standards - be it phone, netbook or desktop.

Air apps are just as bad. Why use the existing, efficient, optimized, standards based modern browser to get an app to your users - when you can develop in a new proprietary technology, locked to one provider, and running only on desktop OSs. Its nuts.

Air apps will always be a compromise vs a native application too - with all the speed inefficiencies that go with it. Whatever language you program a web app in it can run server side very fast on hardware you specify. The client side hardware doesnt matter to the same extent as deployed apps.

Updates
Fixed that little bug? Your users not only have to be notified & agree to download the fix, they also have to install it (yawn). This leads to lots of different, buggy versions of your software in circulation, giving users an inferior experience and you a support headache.

OS Versions
Written your Android 1.5 app? Thats nice, shame it wont run on version 1.6 (let alone an iPhone). #FAIL
http://www.techcrunch.com/2009/10/11/a-chink-in-androids-armor/

Standards
Web standards are open, and understood by more developers than probably any other computer technology. This means you can quickly and cheaply build standards based websites.

Who knows where other platforms are headed, and many aren't based on any open standards at all. Its closed vs open.

Deployment Speed
Web: Deploy 1 web app. Run everywhere from day 1. Further customize look to fit if you want - but this isnt always required. Deploy updates on all platforms immediately.

Apps: To release an app on Linux, Mac, Windows, Android, iPhone, Blackberry, Symbian & Palm. Well - cancel that vacation you had planned in 2012.

Risk
The web isnt going away. Developing for a proprietary platform - whether Air or iPhone - that might not exist in 3 years - or might be a lot smaller, or have a  drastically different architecture - is very risky. Meaning you have to spend your time re-tooling - instead of crushing it!

Loading....
It may seem minor - but if I just want to check my Twitter feed then close it - waiting 10-20 seconds for an Air app to load isnt worth it. I increasingly go to the website (specially since Twitter Lists were introduced).

Similarly - the sometimes rather slow iPhone often takes several seconds to load & initialise an app. This makes for very bad usability, and inconvenience. A good website should load virtually instantly.

The Flip Side
Of course there are some advantages to apps. Such as working offline (where they arent dependent on a connection - eg offline games).

However, we are online more and more these days. Also most things we do require us to be online - so having an offline app isnt an advantage that often.

Also where deep hardware integration, or local speed is needed - eg AirTunes, the very Rogue Amoeba app that caused them to leave the iPhone App Store - apps have an advantage.

HTML 5 addresses many of these limitations, and no doubt future versions will do more.

Current mobile app stores will migrate to the web & users wont see much difference - other than much faster iteration on many more platforms, more competition & no need to keep downloading app updates (<thats so 90's).

The future is on the web - remember? We all knew this before the closed iPhone & Air App fad made us forget it.

The companies that keep this in mind going forward will have a big advantage.

Nick.

Update:  6 Aug 2010 *************************************************

Piracy
One more reason websites are better - Piracy!  http://bit.ly/91wlDW

Piracy deprives developers & software companies of income they have earned. Pirated programs are also a security risk & can contain malware (on jail broken iPhones & all other smart phones). Your code can also be reverse engineered in an app.

 With phones becoming increasingly important to every aspect of our lives & remote payment solutions just round the corner - do we really want to take the risk? 

You can't pirate a web-app.

Yet another reason wesites will win.

They're hot, and Im their biggest fan - but Foursqure, Rummble, dabr, bit.ly, Twitpic and their like, will all fail - here's why.

Foursquare, Rummble and other location services are a look at the future (the very near future) - when we'll all know where all our friends & contacts are all the time. Problem is they require you to build a whole new network - and only us hardened geeks are on these services.

Once Twitter's Geo Location service is available on all its API apps - and Facebook has rolled theirs out - why on earth would *anyone* use Foursquare? They wont. The game aspect might live on in a Facebook or Twitter based app - but anyone can do that. Game Over.

dabr - our favourite mobile Twitter app. Well last week Twitter released their new mobile app - dabr blog post comparing the two:
http://blog.dabr.co.uk/

Although dabr does have a few features lacking in the mobile Twitter release - the mobile Twitter release is much more on-brand and nicer looking - and far better than the basic app it replaces.

The writing is on the wall here. The problem is Twitter are very good at writing apps on *their own* platform. They can attract the best engineers in the world and have a huge funding runway. Niche tools may soldier on - but they're up against it.

When will Twitter release an iPhone or Air App? Or when will the desktop & mobile websites become better than such apps and replace those too?

-------

@Jason Calacanis had some good insights about bit.ly and Twitpic in his This Week in Startups podcast #TWiST #31 - saying Twitter will eventually bring out their own services - and if they're lucky bit.ly and Twitpic will get bought out.

I broadly agree with this - bit.ly can be used for URL shortening for other websites - but if Twitter provide their own built in service - it's traffic will collapse. Twitpic is even more reliant. Facebook will also bring out similar satellite apps.

It's always risky to base your entire business on someone else's business - although it does allow you to piggyback on the success of the current big thing.

Where I slightly disagree with @Jason is on TweetDeck & Seesmic. I think they can do well because they cross many services - Twitter, Linked-In, Facebook, MySpace - something its unlikely Twitter will want to do themselves. I do think they'll have to move to the web however (apps have no future). They'll also have to move very fast to keep up.

We're seeing consolidation of power on the web - Apple, Google, Facebook, Microsoft - maybe Twitter?

These giants are sucking everything into their gravity well. If you're a small, best of breed, orbiting business & you're lucky you'll be bought. Most will be crushed.

Heading out now & I'll probably check in on Foursquare when I get to my destination. But for how much longer?

Nick.

I think this should be version 1.0 - very impressed by the extensive number of updates to TweetDeck.

Delicious New Features:

LinkedIn
Super useful. Who really spends much time on the LinkedIn site? Certainly not me - but now I have a column for it - Im sure I'll stay better connected with my business contacts.

Lists
List support - which is great. But one feature is especially useful to people with TweetDeck groups (ie me - I make/made heavy use of them due to following a lot of people). You can convert a TweetDeck group to a Twitter List now!

Retweets
You have the choice of the new API retweets - or old style. Very flexible - nice.

Interface
Bit quicker, bit nicer looking - slicker.

Bit.ly Account Integration
URL's shortened in TweetDeck can now link to your Bit.ly account (which I think is a new feature?). This means you can track your Bit.ly URL clicks - without having to go to the Bit.ly site. Nice time saver.

GeoTagging
Although the Air & iPhone apps dont yet GeoTag tweets themselves - any tweets using the Geo Tagging API will let you open a map to view details.

Im looking forward to seeing the Twitter & Facebook Geo stuff mature - FourSquare - watch out.

List of the changes + video:
http://support.tweetdeck.com/home

Nick.

Phew - the 500 pound Twitter Conference Guerilla - AKA @JeffPulver's #140conf London is over.

The Night Before
It all started the night before in Canary Wharf with a last minute #cozytweetup with @JeffPulver, Sky TV Twins - @mazi & @Media_Lad, @jeznowhouse @Randelaw @RachelClarke @scottgould and the (slightly late) legend that is @darenBBC.

Fun was had by all & Jeff shared some interesting stories over dinner about his history & how #140conf came about.

Im not going to cover every speaker - just ones that stood out for me. (links to more coverage & videos at the end)

Jeff Pulver Interview
Jeff Pulver - #140conf organiser - also kindly agreed to give us an interview - video here: www.tweetieandthebrain.com

The Conference
The actual day started with some fun introductions & then for many the high point of the day - @StephenFry. He was as entertaining as ever, and highlighted Twitter's increasing importance by talking about his role in #trafigura & the Stephen Gately Daily Mail incident.

It's interesting at these conferences, that we see a lot of the same people - and the talk of whether we can really 'learn anything'. Somehow new insights emerge.

@DarenBBC's Dylan inspired take on serendipity put a smile on some miserable Londoner's faces

Mafia Wars
Kodak's CMO @JeffreyHayzlett was entertaining - making a point @StephenFry made - some journalists berate people's Twitter streams for being 'boring' for talking about 'mundane' day to day tasks. You know what *dont follow them* - amen to that. (he also expressed a strong love of Mafia Wars, so send out those invites people).

@vikkichowney made some interesting points re: bloggers being equal citizens with journalists now - vis a vis #G20 protests.

twitter: Music - aparently 30-40% of song requests for BBC Radio 1 now come through twitter!!

@mazi from Sky (Iranian - though living in London) - spoke from the heart on #IranElection - about how Twitter is a huge force for good in the world.

The Powlice is Good People (& very on the ball)
A big, pleasant (I think) surprise was to see how clued up the Police are. The 'Police Who Tweet' panel:
Chief Inspector Mark Payne (@WMPolice) - West Midlands Police, Head of Press Office
Gordon Scobbie (@ACCatWMpolice) - Assistant Chief Constable, West Midlands Police
Lauri Stevens (@lawscomm) - Social media strategist for Law Enforcement.

Until 18 months ago all police stations blocked social networks - but now they routinely use social media & YouTube for evidence gathering and to approach witnesses - which is pretty impressive for the public sector.

Take Aways
1. Jeff is certainly a fascinating, geniune guy - with his heart in the right place (and worn on his sleeve). A definite inspiration - somehow he manages to make these things work....

2. Its not mainstream yet, but Twitter is having SUCH a huge impact on the world (we knew this right - but events like this really bring it home). Specially in London / UK now (#trafigura, Gateley et al) - that we must be close to a 'tipping point'. It blows my mind that a service that didnt really exist 3 years ago can fundamentally change society like this.

3. WiFi at these conferences is always a challenge (3G is a must).

4. Twitter search is becoming more useful than Google search for personal views (on almost anything).

5. The importance & impact of Twitter is only going to get much, much bigger.

6. The afterparty at Floridita - was a jolly affair - the only problem was it was mixed with two other events & had no cell phone reception - so it made finding people hard (mental note).

Links:
(pls @nickdonnelly to include yours / more)
http://www.juicyinfo.co.uk/blog/2009/11/conference-review/
http://beegod.org/thoughts-on-140conf

RFT8ARE4834Zhttp://www.blogcatalog.com/directory/technology/internet

Google Wave is the Emperors New Clothes

Everyone needs to step back and get real!

In a recent FreshWorks Blog post, Charlie Osmond suggests Google Wave is better than Twitter at conferences:
http://blog.freshnetworks.com/2009/11/google-wave-vs-twitter-at-conferences/

Don't get me wrong - I think Wave is interesting - but Twitter is changing the World. Wave is just a niche collaboration tool - nothing more.

Why Twitter beats Wave at conferences

1. Twitter is #SIMPLE.
2. Twitter has hundreds of apps on many platforms.
3. Wave is so complicated no two explanations of it are the same.
4. Wave "Preview" - try Pre-Alpha (it frequently locks up).
5. Wave's interface *sucks*, is complicated, SLOW and unintuitive.
6. Twitter appeals to a very broad range of people - again due to its simplicity. Wave will only ever appeal to hardened geeks; people who have the time & inclination to learn its interface.
7. 99.9% of the time - I don't want, need or care about playing back things as they were written - who has time? Im not a historian - or an archaeologist!
   
8. At conferences - the value & point of the back channel is that its REAL TIME. Building a wiki is secondary at best.
9. The speaker's deeply thought out slides (slideshare) will be far more useful than the un-edited brain dump of delegates - unless the delegates are particularly authoritative on the subject (unlikely). You may find the odd bit of value if you dig deeply - but again - who has time or cares enough to read a whole wiki for all but 1% of presentations we see?
10. In good presentations - there are, maybe 2 or 3 really useful take-aways. You don't need a wiki for that.
11. Twitter is more suited to mobile devices - specially limited ones - allowing more participation.
    
12. Many of us are on Twitter all day anyway - a #hashtag is an easy extension.
13. Did I mention how complicated Wave is?

There may be an advantage, under some circumstances, in a Twitter API tool that organises a #hashtag somehow (but not to the extent of Wave). As an abstract notion Wave is great - but lets think about real world situations when we would actually find it useful.

Wave seems to add complexity rather than remove it.

I can see Wave being a success in some very niche cases, when they've worked out the issues. Because Google make it, millions will use it. For making wikis at conferences - for those who understand it, have a full web browser & the inclination - it may add value alongside Twitter. Historians & Archaeologists will thank us in future too.

But for mass participation - for the real conference back channel - via hundreds of easy to use API apps & the web Simplicity Wins.

@nickdonnelly
#wavesucks

Big thanks to @ilicco @mazi @DarenBBC & #Jamesons for this one.
http://www.cozytweetup.com/   <photos here soon.

Union Chapel - what a venue for a Halloween event - actors (I presume?) running around in scary costume and free Wiskey based drinks from #Jamesons. Hammer provided the Horror with their classic Sir Christopher Lee version of Dracula (to occasional laughter it has to be said).

Jamesons Cult Film Club merged with #cozytweetup for the first time - and overall it was great fun & a very well executed event.

The only lessons to learn for next time - are people from the tweetup were all mixed into the regular punters (a marked cozytweetup corner would be great). Unfortunately O2 was down to Edge much of the time for iPhones. So after randomly going up to a few people that "weren't on twitter" - and being somehow unable to find most cozytweetupers (before or after the movie - the blurred wiskey vision almost certainly being a factor) - I called it a night - feeling pretty well entertained.

The few I saw there: @DarenBBC @Hedgewitch @Selenachanlive @Hadleybeeman @SimplyBarstow @NG01

Recovery Time: Damn That Wiskey ;)...

Nick