Part 1: One of the reasons I enjoy creating software is that I'm fascinated by researching and understanding users of the technology we create. I sometimes refer to myself as a software anthropologist. That's part of why I also enjoy user interface design. So, enough about me… lets get on to the topic.
Over time, I've noticed how the form of communications we use is generational. By that I mean as time marches on, we create new ways of communicating and that tends to be the form users of that generation stick with. Some make the transition to the next generation, some have a foot in both camps, and others stick with what they've been comfortable with.
When I first started my career, business people communicated very differently than they do today. Besides the phone, communication was written, either through memos or reports, or personal letters between friends and family. There were no cell phones yet, and desktop computers were just beginning to make their way onto desktops. Yes, I'm really dating myself here.
But how I communicated was a bit different, a hybrid actually. I was a computer science student in college and had a side business writing medical software for the Apple II. I was exploring online bulletin boards and using word processing software (that's what we called it back then) to create my content, but few were doing this when I started creating software at the bank where I worked. Very soon after that, I was setting up my first LANs and starting to deploy email servers and email clients, something else that was also very new to the PCs in businesses where I worked.
So, with that as a starting point, I noticed that I was different from those around me in the bank and in the IT department. Everyone lived by pen, paper or a typewriter, while I was always on a computer. And over time I observed how our communication patterns tend to change with new generation of users and stay the same for others.
Here's how I break down the generations of communications and how users of that generation create and consume content.
Non-computer – short hand, dictation, pen and typewriter. I collapse all of these forms together because they don't involve the use of a computer, matter of fact they largely predate computers. Content was handwritten or created verbally and either written down in shorthand or recorded into a Dictaphone type device, and then transferred via typewriter into written form. This is the generation my parents and grandparents grew up in. My grandmother was well known at the local hospital for her typing speed and accuracy at deciphering and spelling medical jargon dictated by doctors. That couldn't have been easy. Other than the use of the phone, all of our communications were written. (You could go back in history and talk about typeset, printing press and when everything was handwritten, but I'm not going there in this blog post.)
Word processing. When I officially joined the workforce (after college), word processing was making it's way through businesses. This was the Wang word processor era, specialized hardware and software just for word processing. I was using PC software for word processing, like ScreenWriter II (Apple II), MacWrite (Mac), WordPerfect, WordStar and eventually Microsoft Word (PC). I really only saw the tail end of dedicated word processor generation, as it was pretty short-lived from my experience. I recall on the first development project I worked how many people created content by writing it on yellow pads, and then the word processing pool (formerly typewriter operators) transferred it to typed pages. This was an odd period for me because I was using my own word processing software to create content and either printing it on my own printer or handing it over to the word processing pool to retype. (Go figure.) As computers moved onto the desktop, thanks largely to VisiCalc and Lotus 123, word processing shifted to the desktop as well. Understand that ultimately what we're talking about here is content that's only consumed once it's printed. Creation of content is still written but it's being translated to the computer rather than being created at the computer.
Email. I'm largely of the email generation. I remember setting up one of the first LAN-based email servers in EDS where I worked. The email software was InterMail and it ran on the Mac (and I believe later became part of ccMail.) Most in the email generation send, receive and consume content via email while they are at their computer. They do it themselves. (This probably sounds like no big deal to you because that's likely how you work and communicate.) An interesting side effect is that non-computer and word processing generations typically didn't fully make the transition to email. I remember countless managers and executives who had their assistants print out their email for them, write comments and responses on the printed page for their assistants to type up and reply back to the sender. That seems as uncomfortable to me as having someone act as a mediator between myself and a caller on the phone, but for those of the written communication generation, computers, mice, keyboards and email programs seem just as foreign or strange.
Instant Messaging (IM). A relatively collapsed generation are IM users. I say collapsed in that IM tends to be an extension of email users, not really a generation in and of itself. It doesn't replace email, but gives instant communications to individuals and groups. The audience of people who you IM is usually pretty small, such as co-workers in your immediate workgroup, some family members and friends. Except for a relatively few users on the extreme, I don't see this as a way an entire generation changed their communication patterns, giving up email in place of IM.
Texting. My kids are of the texting generation. They rarely use email (mostly to communicate with me) and they don't use email to communicate amongst their friends and social groups. They text, and they text a lot. They see email as something Dad does, but not them, though they use email for other purposes such as their school email account where information is delivered to them via email. Both my kids and I are hybrids, but at different extremes. I text, but use much more email while my kids' generation text and use a little bit of email. We're at that crossover point in this transition from email to texting in a variety of forms as we'll see in a moment. People like myself who have adopted texting will better communicate with the next generation and may transition there themselves (I hope I do), and those who haven't will still require their audience cross back and forth between their preferred method and previous generation's methods.
Twitter and social networking. Clearly social media, with the exception of blogging, is designed around the same types of short messages we've seen from the texting generation. But it's different in that social networking can reach one person (such as with a direct tweet or wall-to-wall message) and also go out to many within our social networks, both close friends and family or more distant observers. An interesting aspect of social media is how it has quickly crossed multiple generations. While mySpace was primarily a youth and music oriented community, Facebook is used by a much broader spectrum of age groups. Twitter is rapidly making its way into businesses as a new medium for reaching their audiences, but we're still largely in that early adoption phase.
One of the things I haven't addressed yet is mobile communications, i.e. cell phones. Clearly mobile technologies have enabled options like texting, while twitter, IM and email communications can be performed with and without cell phones. I won't go into mobile communications any deeper here as I think I could write a very similar blog post about how mobile communications has shifted from one land line phone per home to wide spread use of mobile phones and to a lesser degree SmartPhones.
Okay, that's the breakdown. In Part 2 of this blog post I'll discuss how thinking about communications in this generational context is important and how it influences our products, IT systems and methods of reaching customers and communities.
In a blog post It’s All About The Faces, Brad Feld talked about the impact on his readers after changing from his normal portrait style avatar to a more artistic version. Followers commented how he seem so much less accessible, resulting in Brad changing back to his orginal picture.
That blog post immediately reminded me of a somewhat releted experience I had that same day. While creating a new group on Facebook, I ran into some challenges when trying to invite some of my Facebook friends to the group. For some reason my web browser would only display my friends avatars, and not their names, so I could only identify them by the avatar they’d selected. Many friends were easy to recognize, I was shocked by how many I was unable to recognize only having an avatar to go by.
Why? The friends I couldn’t immediately identify all had something other than a picture of themselves for their avatar. Examples included bears in a field, pictures of their babies and kids, scenary from a vacation or favorite location, far off shots that basically showed the person in sillotte, or they were just difficult to make out in the picture.
Now, I’m not saying it’s bad to be creative with your Facebook, Twitter or other social networking avatar. But the avatar you chose may impact friends and followers and the connection they feel with you. Some of my friend’s avatars have the person’s face front and center. I really like those because I immediately feel I know who I’m talking to, and in some esoteric way it refreshes for me a small part of the relationship I have with them.
The Facebook experience caused me to think about my own choice of avatars. I rotate primarily between three pictures; the first two are more “professional” in nature with one being based on the same picture you see in the heading of this blog, and another taken from a video interview I did a while back with Network World. The third is a little more distant shot of me playing my project Strat guitar, which I use for my music and personal posts. Those first two are pretty clear pictures of me, and should make it easy to recognize me from my mug shot. The third is not as easy to make out, though playing music is a deep passion of mine and I do enjoy showing off my guitar. I suppose showing me in that way does present my connection with music, and that’s something most who have non-professional relationship with me know if an important part of who I am.
In any case, I think the important thing here is to recognize that your choice in the pictures you use to represent yourself via an avatar does influence both people’s ability to recognize you, and more importantly, to establish and re-establish their connection with you. Unless you’re twittering under an account used for your business, your choice in avatars is more than just your badge or logo, it’s you we’re talking about. After all, isn’t that what social networking is all about… enabling interpersonal relationships, and building communities with others based on interests, topics, events, work, pop culture and social causes?
So take 2 minites and go check out the avatars you’re using. If they don’t help others relate or connect with you, maybe it’s worth considering a new avatar or dusting off that avatar you set aside in favor of some new, more artistic but less personal version. Remember that ultimately, social networking is about you and the connections you build with others. Some cool new Facebook survey you completed may say you relate to the world as a bear, but that doesn’t mean the rest of the world should see you that way or that you want them to.
My editor at Network World Microsoft Subnet, Julie Bort, posted this video parody of the movie The Matrix that pokes fun at Microsoft Windows. No matter if you’re a Linux fan, Mac user or you use Windows regularly, I think everyone will enjoy this video.
Continued from a previous blog post…The Digital Age Will Save Us… Uh HuhIf you haven’t noticed our world of software is changing right from under us. We rarely receive CDs or DVDs when you buy software. All the Microsoft products I use in my business all come direct via the web, downloading an installer or the ISO image of the DVD to my computer. We buy and download our music through Amazon and iTunes. Now customers have much greater access to products, and we have instant delivery of online services and software products to our customers.Fall 2008 at the Microsoft developer’s conference, Microsoft announced Windows Azure, their strategy for bringing applications and infrastructure services into the cloud. It’s a bold step but nothing short of bold will do to be able to compete against the lead created by Google and Amazon. We’re entering an age where computing power, storage and network bandwidth are services we can spin up or wind down as needed. That’s a product manager’s digital dream, right? Well, it’s never that easy.Yes there are automated processes for provisioning services and bringing new servers online, and they work, but not always in peak situations. There’s always more to it than standing up a dozen or more servers and “bring them online”. Databases, load balancers, firewalls, application software, backup/recovery, bandwidth, failover schemes… it all plays into the equation.Microsoft was down for nearly a full day reconfiguring their service to be able to handle the huge demand for the Windows 7 beta. We don’t yet think of Microsoft as hosting thousands of computers like a Google or Amazon EC2 and S3 (Amazon’s hosting and storage services). But Microsoft runs a huge infrastructure that delivers MSN Messenger, MSN email, MSNBC site content, Windows Update service (all those patches you keep receiving), automated anti-virus updates for OneCare…. see there’s a lot. So, Microsoft’s no newb at the online services hosting game and it still took them a day to get back on their feet delivering Windows 7 downloads on the Internet.It’s Not A Successful Launch Unless The Order System Gets HurtI see a trend happening. It’s obviously not intentional but it may become one of the criteria for any mind blowing, gang buster style product launch. The trend: crashing the servers.Apple’s iPhone 3G was plagued with enormous problems which revealed a single point of failure in their online and SmartPhone strategy – the iTunes service. Yes, that nice little program you have on your Mac or PC to play songs, sync up you iPod and iPhone, and buy digital songs and movies. Behind your desktop app are the iTunes service which not only provide the online store for buying digital content, it also is crucial to provisioning iPhones and delivering software upgrades. Apple unwisely chose to bring out a new iTunes and iPhone software upgrades, and convert the .MAC service to MobileMe… all within a few days of each other. Busted. When demand peaked, the iTunes servers couldn’t handle the demands and customers were impacted on all fronts.Verizon’s Blackberry Storm was plagued with similar issues when their ordering system overloaded during the first day of product launch. Call me silly but I’m pretty sure they knew the demand was coming following several very public product launch date delays, tons of attention from online on technology sites and blogs (like mine) and Verizon’s own billboards plastered around town more than a month before launch. (A consequence of moving the launch date once too often.)Don’t Do It To Yourself… or Your CustomersWhat’s the second most under appreciated component of any piece of software? Answer: The installer. And what’s the number one under appreciated component of any software product? Answer: The upgrade.My mom used to say that you don’t get to go to kindergarten until you can remember three things. (I forget what the other two things she says are, but I digress.) My adage is a product team doesn’t really know how to ship a successful software product until they can reliably do software upgrades successfully at least three times consecutively. (And not just minor upgrades.)Apple is notorious for really bad upgrades, the consequences of which are bricked iPhone, wiped out data and pissed off customers. It’s not happened with just one software release, but occurs time and again. I’ve personally had two iPods blanked from Apple’s software updates, one of them was totally DOA and not recoverable without sending it to Apple. The most recent episode smacked down my buddy Alan’s iPhone, wiping it and causing him to wait while fix was tested and posted. That one experience moved him from being an iPhone advocate to an iPhone protagonist.In IT shops software upgrades might be something we do once or twice a year. They are well planned (or should be) and timed, and include a recovery strategy should something go afoul. But that’s become much different for consumers and PCs in small and medium businesses. An upgrade or patch to Windows or Mac OS X could happen at any time, resulting in our PCs being reboot overnight or creating a capability problem you didn’t have the day before.Upgrades are crucial to a positive customer experience. Their importance is drastically increasing. In my opinion, we’re not far from the day where every company needs to learn to do upgrades flawlessly or they get to go away.The Fundamentals & Learning FasterShifting to the age of Software-as-a-Service (SaaS), online hosting, services on demand, and digitally delivered products are launch and delivery strategies we all are likely to consider and use at sometime. It opens up new possibilities, gives us access to new customers and markets, and drastically decreases the time to reach customers before, during and after the sale. It also means we need to be smart about learning from our experiences and the experiences of others in market.Jumping onto some new technology often means we forget or ignore the fundamentals. Who’s the customer, what really are their needs, what will create a satisfying experience for them, positioning, messaging, the 5 P’s, etc. If anything technology accelerates and shortens the window between a buying a experience and a satisfying product experience. That means we have to learn faster, plan better and be prepared for more contingencies. We have to be open and transparent with our customers because they see the magnitude of product issues we experience and the age of whitewashing problems through some fancy PR campaign of CEO slight of hand are gone. Ask Jet Blue’s former CEO who is Passenger Bill Of Rights won over unhappy customers who sat in the plane grounded for hours.Transparency. Something I’ll talk about at another time.
If you create products (or run a business that does), it’s your professional and personal goal to create something everyone wants so badly that products fly off the shelves like Nintendo Wii’s at Christmas (and most of the year, actually).
There are countless examples of this kind of demand, including the Wii, XBox’s, iPhone, Tickle Me Elmo, and Cabbage Patch Kids to name just a few. Now we’re seeing the online equivalent of customers banging down the virtual doors of our servers and networks to get at products. Rockies world series tickets and Apple’s MobileMe service are examples where servers cratered over the demand by users within a very short time window.
A very recent example is the public-beta of Windows 7, the successor to the much maligned Windows Vista. Microsoft had to shut down their download servers and regroup on Friday as too many requests were coming over the gun walls, causing a bad experience for everyone trying to get new bits.
As a product creator I haven’t (yet) been fortunate to have that kind of success for a product. (But you gotta believe you’ve got that in ya 🙂 ).
Limited Supply Can Be A Good Thing
In the recent Blackberry Storm SmartPhone product launch, much was made about the Storm being the device to knock the iPhone off the top of the leader board. While the Storm certainly didn’t do that, it was a very successful product launch. It’s no doubt by anyone there would be high demand for the Storm, but Verizon stores had limited supplies of them on hand the day of the product launch. The store I visited at 6am on a Friday morning only had an allotment of 30 Blackberry Storms. All stores only had a limited few phones, and before I left with mine in hand, other Verizon stores were calling the into the store I was in looking for more phones. The warehouse was out by days end.
Certainly Verizon and Blackberry anticipated high demand upon launch of the Storm. But did they purposefully limit the number of units available on day one to help keep demand for the Storm high and in the buying market’s mind? Or were they just being prudent and protecting themselves on the backside from an over supply if the product’s acceptance didn’t live up to the pre-launch hype. The only recent product I’m pretty certain has been purposefully kept in short supply is the Wii. There’s been a shortage of Wii’s (at least a perceived shortage) virtually since the gaming console came out.
It’s A Manufacturing Problem
Then there’s the “RAM factory burned down in Japan” or “manufacturing can’t keep up” situation. Now that’s something no product manager wants to have happen. The customers are there but the product can’t get to the customer due to manufacturing.
There’s a flip side to this dilemma too. At a training course (I think it was a Florida Power and Light Quality course, but I’m not sure) we played something called the “beer game”. No, it wasn’t a drinking game like you’re thinking. It was to show how decisions in the supply chain can run afoul. You come out with the hottest new beer on college campus’ but no one anticipated that outrageous demand you’re seeing. Beer isn’t like CDs, you can’t just stamp out more… it takes time to cook. Long story short, folks in the supply chain start over ordering attempting to raise their position in the queue, and fill demand for beer money that’s been left on the table, and then… demand suddenly drops off, that beer’s not in vogue anymore. Suddenly everyone’s cancelling orders and sitting on more product than they know what to do with. It was a very enlightening scenario, which emphasized the need for systemic thinking.
Note: I always tell clients and friends I coach about blogging and social media to keep it short, three paragraphs or so. With that in mind, I’ll break this up in to more than one post.
To be continued…
We have another network security blog in the house. Not too far on the heals of Secure64 CEO, Steve Goodbarn, two of his technical guys have decided to join the ranks of the network security bloggers. The blog, www.Paths2Trust.com, is co-authored by Joe Gersch and Bill Worley. Joe, the head of development for Secure64, has taken the lead and started putting up some blog posts while Bill’s been heads-down cranking out DNSSEC product code.
The primary topic of their blog is DNSSEC. Both are active in secure DNS product development and I expect they’all also share some of their experiences with the standards bodies, DNSSEC adoption, and implementing DNSSEC. Both Joe and Bill have the career chops to talk tech and I’m sure we’ll enjoy hearing what they have to say not only about DNSSEC but also their past experiences in networking, RISC computing platforms (in which Bill is an industry pioneer) and other topics of interest.
I enjoy working with all of these guys as part of my Converging Network LLC business. It’s a real pleasure to see them joining the security blogging community. Take a moment to welcome them by checking out both www.paths2trust.com and www.stevegoodbarn.com. You can also check out Steve on his recent SSAATY podcast appearance.