Category Web/Technology

3 things clients request, but don’t realize what they’re asking for

The formula for building a successful online presence has become much more complicated over the last few years. It’s no longer sufficient to create a brochure site with no user interaction. We’ve all heard the mantras of this new era: Engage your users. Join the conversation. Measure your results.

However, when it comes to living these mantras, there’s still quite a bit of confusion about what tools to use and how to use them. As a Web developer and a relatively knowledgeable tech guy, I am often asked to help implement strategies that deliver this next level of Web experience.

The problem is, most of the time, people don’t really know what they’re asking for. They want something, but they don’t know the details. And sometimes those details include complications or commitments they don’t anticipate. It’s my job — and the job of anyone in a technology thought leadership role — to explain these important details to anyone involved in selling or planning digital projects.

Here are three things people ask for, but often don’t really know what they’re asking for:

1) SEO
Improving the ranking of a Web site within search engine results is much more work than most people want to believe. I typically give the advice that there are two tiers of SEO efforts:

The first tier involves basic best practices and can be done without much extra work. It mostly involves tasks that a Web developer should be doing by default when building out a Web site: using standard HTML that degrades well if styles or Javascript is turned off, proper use of header and title tags, creating and submitting a sitemap.xml file, etc. Basic best practices also means the copywriter needs to focus the content on each page around as few keywords as possible; preferably one.

The first tier, as I have loosely defined it, really only plants the seeds for SEO success. If you don’t do anything else the seeds will just sit there. The second tier of SEO efforts requires much more time and effort; it can be tantamount to a full-time job. This is the side of SEO that’s often surprising to people. A Web page is never going to find success within search engine results unless other sites are linking to it; and it usually takes a lot of work to get those links. Someone needs to be putting in time, finding relevant sites, building relationships with bloggers and other content creators, and earning those links. There’s also competitive analysis to be done, metrics to be monitored…

2) Social Media
Adding social media to your online presence is another undertaking whose difficulty is often underestimated. It’s fairly simple to set up Twitter, Facebook, and YouTube accounts and to add widgets to your site; but these actions alone will not bear much fruit. Like basic SEO best practices, these are merely the seeds.

Also similar to SEO, taking social media to the next level requires a full-time, dedicated resource (or resources) to truly engage your customers and create a community that thrives. Finding people who want to join your conversation and maintaining that connection are time-consuming, strategic duties that can’t simply be tacked on to an already busy work load.

Successful social media programs require a multi-faceted approach. Executed correctly, they will generate real, personal relationships. These relationships must be nurtured by a team with clearly defined roles — even if that team is a single person. Social media is far too important today to be an afterthought.

3) Analytics
Measuring the activity and success of your online presence falls into the same pattern social media and SEO do: the basics are straightforward, but the real benefits are only found by putting in work. Setting up a Google Analytics account to monitor a site’s activity is very simple and the out-of-the-box results are surprisingly sophisticated. It’s easy to take this low hanging fruit and feel like something significant has been accomplished.

The fruit filled with jewels and other treasures, however, is at the top of the tree (You didn’t know that?). You’ll need to spend some man-hours to really exploit the power of analytics. Goals need to be set, user activity needs to be tracked at a more granular level, and you need to experiment – continually tweaking to improve results.

If you weren’t overwhelmed by all the fruit and seeds metaphors, hopefully you’ll see a common thread: creating a thriving online presence requires dedicated resources. It’s too much to ask a sales person, a project manager, or a developer — let alone a CEO — to perform these tasks on top of their daily duties. They won’t be able to put in sufficient time, they’ll be unhappy because they’re putting in extra hours, and the project will suffer at the hands of unfocused brains. You must find people who can focus on these tasks every day.

When Customers Text, Businesses Listen

I was meeting a friend at Stanford recently, and by some kind of planet-aligning fluke, I was early. I decided to reward myself with a little snacky treat at the nearest on-campus eatery; a small, progressive franchise called Coupa Cafe, where the coffee is strong, the trade is fair, and the food is slow[ish].

While waiting for my almond croissant, I cracked open a bottle of sparkling water and let my eyes wander around the dessert case. Because I have commitment issues. Next to a cake stand full of proud fresh-baked muffins, stood a most interesting sign:

Oh, really, Coupa Cafe owner? Text you on your own personal phone, any time of day, and you’re listening? Alrighty.

Within moments of pressing send, I received a reply: an automated text message from a service called TalkBin, assuring me that my message has been passed on. I was half way into my “I knew it” eye roll, when a second message came in. And this one appeared to have been sent by a real, live human.

Well, I got excited; my mom doesn’t even text back that fast!

And that’s the hook. Whereas text message conversations between two friends or family members might be viewed as informal and impersonal; communicating directly to a business from a safe, but intimate distance — without having to first say or type the first 18 digits of pi or sit on hold for a California minute — felt different. It felt urgent. Special.

This simple and somewhat obvious customer service strategy seems terribly cutting edge. And what is this TalkBin client all about?

TalkBin, which was acquired in April by Google after only five months running, makes a software platform that lets customers send real-time feedback, suggestions and questions to local businesses via text messages. According to Techcrunch, “users submit their opinions and critiques via mobile applications, and it looks like the businesses can read and respond to them on the fly through a web app.”

Social tools like Facebook and Twitter are helping big businesses get intimate with consumers. And while those tools can and do work for small businesses, too; they require a degree of daily nourishment that can be challenging for a slimly staffed small business that wants to stay close to customers and progressive technology, but can’t dedicate necessary bodies/hours to the specific task.

TalkBin could be the answer. Or question.

The State of Flash and HTML5

Flashlogo122The Flash plugin is nearly ubiquitous on desktop personal computers. While installation stats are not easy to come by, it is estimated that between 90 and 97% of browsers have the latest version installed (v10 at the time of this writing). [1,2] When the previous – and very capable – version of the Flash Player (v9) is considered, the percentage of browser penetration gets closer to 99%.

If you’ve been reading technology news lately, however, you’ve probably noticed more frequent discussions about how Flash will soon die, or that it’s at least not looking as hearty as it once did. Most of this discussion centers around Apple’s refusal to allow the Flash plugin or apps created using the Flash IDE on the iPhone, iPod Touch and, more recently, the iPad. Over 85 million iPhones and Touches have been sold [3] and none of them can play applications created in Flash, nor can they play videos in the very popular Flash Video (FLV) format.

So is Flash a dead technology, or is the threat posed by Apple not as dire as it may seem?

I think the answer tends toward the latter of those two options. As mentioned above, nearly all desktop and laptop computers can play Flash applications and Flash videos. By one estimate, the number of Internet users worldwide is approaching 2 billion. [4] Using conservative numbers, assuming 1 billion desktop and laptop users, if all 85 million iPhones and Touches were online they wouldn’t comprise 1% of Internet users. Granted these numbers are rather fuzzy, but it still holds that Apple mobile device users make up a small percentage of all Internet users.

Moreover, Apple mobile devices are the *only* devices that plan to exclude Flash like this for the foreseeable future. Windows and Linux machines, non-Apple smartphones, and even Apple desktops and laptops continue to play Flash content without difficulty (or will in the near future [5]).

The Apple user base is a vocal minority and they’re technology trendsetters. Apple’s defensive stand toward Flash has some content providers, developers, and agencies (including Groove 11) considering the alternatives [6,7].

For most non-video content, however, the issue is not simply Flash vs. an alternative. Most Flash animations and interfaces would not work on the small form factor of *any* smart phone, not just the iPhone. Disregarding the iPad for a moment, the real issue then is small form vs. large form content. For the most part, "small form" = mobile devices (smartphones, Touches, etc) and "large form" = desktop devices (desktop computers, laptop computers). Content needs to be structured so it works on mobile devices and desktop devices. Typically this will just mean separate CSS for the mobile version of a Web site and alternative content (a static image, JS/HTML/HTML5 animation, or simply text) to replace any Flash.

If a Web site is built entirely in Flash or perhaps has a tool built in Flash, it will probably need to be re-imagined without Flash in a more compact layout for small form devices. This will mean time and money to create a second interface.

So was your investment in a Flash-heavy site or tool wasted if it needs to be recreated for mobile devices? Ask the question another way: If the mobile devices you are considering could play your Flash application right now, would you want them to? Some applications are simply built to be experienced on a bigger screen. Conversely, if you had accounted for small devices from Day One, you wouldn’t have tried to build one application that works on mobile and desktop devices, you would have built two separate interfaces for the application.

If you’ve a) built a site with a lot of Flash and it doesn’t currently work on an iPhone, and b) determined that it’s worthwhile for your site to be tailored to the portion of your audience that owns an iPhone (certainly not automatically true), you’ll need to build a second interface. If you had planned for the iPhone from the outset, you would have done this work earlier, so you can simply look at it as a task that’s been deferred until now.

[1]: http://www.riastats.com/
[2]: http://www.adobe.com/ … /flashplayer/version_penetration.html
[3]: http://metrics.admob.com/2010/05/april-2010-mobile-metrics-report/
[4]: http://www.internetworldstats.com/stats.htm
[5]: http://www.engadget.com/2010/04/30/adobe-cto-says-flash-10-1-for-android-in-june-will-froyo-foll/
[6]: http://youtube-global.blogspot.com/2010/01/introducing-youtube-html5-supported.html
[7]: http://www.digitalartsonline.co.uk/news/?newsID=3222690

NAB Convention in the Desert

I’ve just spent two days at
the NAB (National Association of Broadcasters) Convention, the annual gathering
of all things video and I think it’s safe to predict the next wave of
technology to consume us all is 3-D. Every major vendor and a lot of smaller ones
are making a major push into 3-D.

Walking the floors of the
convention it’s hard to believe that movies ever existed before 3-D. I’ve seen
the future and it has 2 more dimensions than Sarah Palin.

Sony showcased a 40-foot tall
LED monitor playing live sports that was stunning. JVC, Canon, Panasonic and
the other major players all had a major 3-D presence and it’s easy to
understand why they’ve staked so much on the new trend. The technology is
impressive and the imagery is beautiful. The effect, when produced properly, is
truly immersive. I think we’re beyond the gimmickry of the 1960s when actors
threw spears at the camera. 3-D works best when you have a multi-layered,
richly textured setting, producing an immersive environment that places the viewer
inside the world they’re watching.


For example, the Masters Golf tournament, broadcast in 3-D was fantastic. Deep
focus video of the beautiful Augusta National golf course, with its crowds
moving in the foreground and background coupled with the ball coming straight
at you produces a viewing experience unlike one you’ve seen before.

Besides sports I think the
early adopters will be corporate clients. I can see how a client would love to
embrace this immersive technology into their next live event. It’s a
complicated process: double the size of your production crew, two focus
pullers, two ADs, data wranglers, etc., and the post-production workflow can
be very intense. But the end-result is well worth it.

Other highlights from NAB: Adobe’s new CS5 has some very cool features. Autodesk’s new Smoke for Mac is
fantastic. And walking by the Microsoft booth I heard several announcements,
each introducing the product that will kill the iPad, iPhone, Kindle, Google,
TiVo, Firefox, iTunes, DVDs and whooping cough. I think I saw a demo that
“…promises to kill Betamax as a format once and for all.”

The other big trend was the
love affair that the world has with Digital SLR cameras, specifically Canon’s
5D, 7D, and the new 1D. Great digital cameras that can capture full HD video.
And with the full size sensor on the 5D it delivers the shallow depth-of-field
and low-light sensitivity that video cameras have been chasing for years. At an
entry-level price of $800 for the 1D and $2,800 for the 5D, the new DSLR is a
game changer.

At the end of the day they’re
all promising the same thing, new ways to capture pretty pictures. They’re big
promises but it still comes back to creating pictures that are interesting
enough to capture and ones that tell the story that needs to be told.

Technology changes but the basic needs remain
steadfast – what’s the story, and how do we tell it? I wish they had an app for
that. Maybe next year.

Connecting The Dots

Once in a while, a product, a technology or even a web site comes around that just stuns you in its use of a simple design mixed with technology. 

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The new Audi site does just that. By creating simple 3 dimensional images created with nothing more than dots, Artificial Duck (the designers & programmers behind the site) have created something beautiful, engaging and truly interactive.

Viral Videos and The Art of The Con

Many of you may have heard or seen “Viral” marketing campaigns by businesses seeking to inexpensively promote themselves or their products and/or services over the Internet, specifically viral video campaigns. Viral marketing and viral advertising, as defined by Wikipedia, refers to “techniques that use pre-existing social networks to produce increases in brand awareness or to achieve other marketing objectives (such as product sales) through self-replicating viral processes, analogous to the spread of pathological and computer viruses. It can be word-of-mouth, delivered or enhanced by the network effects of the Internet. Viral marketing is a marketing phenomenon that facilitates and encourages people to pass along a marketing message voluntarily.”

Samsung Omnia (i900) Unboxing

Saving the World One Design at a Time

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I
believe design is definitely one of the tools we have in our
save-the-world arsenal and the good news is I’m not the only one. I’ve
just discovered Design 21, a “Social Design Network.” The site is a partnership between UNESCO and the merchandise company Felissimo.
Design 21’s mission is to “inspire social activism” through design and
the site has some great features to support this mission. Members can
post design-oriented profiles, blog, show work samples and reveal
organizational affiliations that surface who they are and what they’re
into. In addition to the design-focused profile feature, there are
articles on a variety of topics, like an interview with economist
Jeffrey Sachs on how designers can contribute to the global goal of
ending extreme poverty. The site also brings together designers and
non-profits through the hosting of design competitions, and an “Act” area in which socially conscious organizations can list project descriptions and request pro bono support. The design by Area 17
is clean and inviting, and the site in general is just a pleasure to
engage with.
Design 21 is a fantastic illustration of the promise of Web 2.0 empowering communities to create change. My only concern now is finding the time to dig into all the exciting content and join the conversation.

The perfect banner? Maybe so!

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Web banners are challenging. People are just as used to them now as they are billboards, magazine ads, TV spots and everything else. So grabbing attention is an art.

This banner, part of an anti-crystal meth campaign, does an exceptional job of getting through the clutter with a very authentic-looking real-time/web cam approach to getting the message across. When the guy first sits down, he even adjusts the cam and the picture shifts. Very cool. The teaser, shown here, grabs your attention and compels you to click – and doing so launches the message.

It’s a great look, a great approach for the audience, a great use of the medium, and a great execution. Would that all communication was this clear and compelling.

The Power of the Web

Sean Dunn, one of Groove’s founding partners, had an interesting experience not too long ago that really brought home the power of all this Web 2.0 stuff and how it converts brand conversation from monologue to dialogue.

While blogging last week and posting comments about the presidential campaign, he reached out to someone named Peter. They started a dialogue. No matter what you think of the debate – and who you align with politically or morally – it was clear from their lively debate that he had this person in a real dialogue. So, he looked to Google to learn a little more about Peter. This is what he found:

“Peter H. Wehner served until March 2007 as Deputy Assistant to the President and Director of Strategic Initiatives, running the White House Office of Strategic Initiatives. He was a Bush speechwriter who worked for William Kristol when he was chief of staff to then-Education Secretary William J. Bennett.

With nothing more than his computer and cable, he was debating a White House insider! As Sean says, “A voter like me would never have had access to the inner circle of any other presidency at any other moment in time. This man was debating me on health care, abortion, taxes, etc. My debate will go on – and he will do his best to change my mind.”

Think of the power shift this implies. CEOs like Jonathan Schwartz at Sun blog every day. We all need to understand the true power at our fingertips – the power to reach out, in real time, to real people. Who knows where it could lead or what connections you could make?

It truly is a whole new ball game.

When life hands you lemons

Here are some stills from another great banner I found on BannerBlog.com. It’s interactive, with high-quality video and sound design. Using a simple idea around trying to make money in a way everyone can relate to, the advertiser communicates quickly and engagingly with the audience. Click here to see the whole thing.
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