The Hot Iron

Friday, August 15, 2008

There Is No Tip Top Tap

High atop the Allerton Hotel on Chicago’s famed Magnificent Mile, Michigan Avenue, is the sign shown in the accompanying picture.  It features the name of the hotel, as well as the name, “Tip Top Tap.” Where one would think there is actually a bar or lounge called Tip Top Tap inside the hotel, there is not.  There once was, and for historical reasons the sign cannot change on the building.  This article in the Chicago Tribune on the recent renovation of the hotel tells more of its story.

Granted, the name Tip Top Tap does not sound contemporary by any modern standard.  However, when there is a sign on both sides of your building, visible to millions each year, would you want to leverage this or simply ignore it?  When the hotel was renovated, the space where the bar used to be was made into meeting space, and now there is a contemporary lounge on the second floor which, according to the hotel’s Web site, does not have a formal name.

This is not the only example of old names on buildings in Chicago.  The former Marshall Field’s State Street store still carries its large name plaques even though it has been Macy’s for the past few years.  Many banks dot the streets of the city with the names of their predecessor banks etched in stone and a plastic illuminated sign shows the current name.  Though in today’s business mergerpalooza environment, there is probably little confusion as to what bank is what, and Macy’s still receives so much negative press in the Windy City that people know what really is on State Street.

I wonder how many people go into the Allerton Hotel looking for the Tip Top Tap?  Count me as one, as my wife and I went in as she recalled her uncle’s stories of having cocktails at the bar many years back.  Maybe if enough people go there asking for it management may consider returning the name?  There is no shortage of brand and advertising people within a few blocks of the hotel to make it happen either.

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Thursday, August 14, 2008

Staples Cashes In On Social Networking

Just in time for Colonel Tribune’s tweetup this evening in Chicago, an offer to help you when you meet people – social networking cards.

So what is a social networking card?  In reality is nothing more than a rebranding of the tried and true, standard business card.  However since you may not be in business or want to represent yourself as an employee when at a social networking event, Staples had the foresight to take something they already sell – in-store made business cards – and offer them to a new market with a new name.

In my humble opinion there has not been a true replacement developed for the business card.  Sure, you can beam contact information from one Palm device to another, send a text message to retrieve contact information or simply tell someone your social networking site or link.  The business card works on a lot of levels.  It is small, provides visual cues along with the information on the card and allows you to write on it, providing you did not get a gloss coating on it.  And they work best in a crowded room, where it’s loud and busy, and you are trying to balance a drink in one hand and the last thing you want to do is tap on a portable device.

Will the business card be replaced?  Maybe.  But in the meantime, you should have your own, and they work best when you carry them on you.

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Tuesday, August 12, 2008

6 Questions with John Wall

1 - Who are you, and what are you doing here?

My name is John Wall and I enjoy Technology, Learning and Marketing. During the day I work at AccuRev, the company with the best version control tool available at any price. In my spare time I’ve been experimenting with social media like blogs and podcasts.

You can find out all about me at RoninMarketeer.com.

2 - You have been podcasting since 2005.  What good and bad have you seen evolve in the podcasting world over time?

The good is really simple - for anyone that considers radio dead, boring, or repetitive there’s now a huge world of audio content out there beyond audiobooks. The bad is that tons of it is garbage that the average person can’t bear to listen to. It’s been fun to watch as the landscape and business models of media have been completely destroyed and are now being rebuilt.

3 - How would you say the rebuilding of media business models is going?

If you are Apple, TiVo, Amazon or NPR, things are great. ClearChannel, Satellite Radio, or a store selling CDs, not so much.

I’m surprised that “Big Media” is coming around faster than I thought they would, but also surprised not to see any superstars or millionaires yet.

4 - Will there be a decline of superstars, and an increase of people being stars within niches?

Yes, absolutely. Media is fragmenting at an accelerating rate. Mass media is slowly falling apart. These are just figures off the top of my head, but the MASH finale was the most watched show on TV at something like 106 million, the biggest thing going now is the Super Bowl down around 97. Between TV, Web, Movies, Magazines, Podcasts, Newspaper, Radio and DVDs, consuming media has gone from a modest selection to more than one individual can comprehend.

5 - You host 2 podcasts, The M Show and Marketing Over Coffee.  How do you stay on the edge with them and how do you see them evolving?

Marketing Over Coffee is content based on what I do for a living so I am gathering content for that program during every waking hour. The program has been growing at a stable rate for over a year, has sponsorship, and is a great platform for Christopher Penn and I to get our message out. It will continue to grow and expand.

The M Show is at the other end of the spectrum. It was built with old media in mind (I patterned it after Don Imus’ radio program) and unfortunately even though tools that allow you to compete with big media are now available for all at next to nothing, the downside is that you have to compete against the entire world. Although the M Show is fun to do, it’s proved not to be a viable business. Ultimately I’ll leave the feed open for fun stuff, but Marketing Over Coffee will end up using all the resources that go to it (e.g. my time).

6 - What is one question I did not ask, and what is its answer?

Does any of this social media stuff provide business value? Can you make money doing it? The answer is yes and no. On it’s own, social media is useless, it exists only to magnify and amplify what you already have to show or say. Think of it as the internet in 1996, if you have a well-crafted message, this is another venue to get it out to the world. If you’ve got nothing to say, you can say it louder, but that still doesn’t mean that anyone is going to care.

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Thursday, August 07, 2008

SSL Certificates Are Not Just For eCommerce

Security is one of the keys to having a successful eCommerce Web site.  Forming a trusted relationship with your customer is important.  Having great products is somewhere high on the list too, but I digress.  A key component to eCommerce security is the SSL certificate.  Without getting into the technical details, it verifies who you are doing business with online, and that any information passed from the client’s browser to the Web server is secured.

For many people, owners of Web sites and those who develop them, eCommerce is the only use for SSL certificates considered.  However, in a time of increased identity theft and fraud, an expanded use of SSL certificates, and thus higher security, should be utilized for Web sites that may not engage in eCommerce, but capture information.

Take the example of the common “contact us” form.  It consists of form fields asking for identifying information (e.g. name, email, phone) and commonly has a text box where the Web visitor can enter any text.  The key word here is “any.” As the level of sophistication of Web users vary, someone may enter sensitive information on such a contact form, including a username/password combination or even a social security number.  There is no way to know what they will enter and submit to you until they do so.  Where you can put a message on a Web form strongly urging people not to enter sensitive information, this still does not prevent it from happening.

The contact form on the Dunkirk Systems, LLC Web site is secured with an SSL certificate.  I did this for the reason above, plus as it is a service we offer, it in itself is a showcase example.  In the past we delivered a similar solution for a mortgage company’s contact form, as they could get people submitting all sorts of sensitive information via the form, including social security numbers.

Take a look at your Web site, and take a look what people are submitting to you via the Web site.  Adding a little extra security may make your normal business transactions into win-win situations.

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Tuesday, August 05, 2008

6 Questions with Tim Courtney

1 - Who are you, and what are you doing here?

I’m Tim Courtney, a Chicago-area (Wheaton) native who “grew up” on the Internet. I get excited when I see technology enabling people to connect in the real world on deeper, more diverse, and more meaningful levels.

Thus, I’m very interested in social technology and online communities that are changing the way we self-identify, select our associations, and interact in a face-to-face world. These trends are instituting large cultural shifts and we’re just beginning to see the potential and the results.

To answer what I am doing; a few things. Most immediately, I’m co-organizing SocialDevCampChicago with Andy Angelos coming up on August 9th. It’s a BarCamp-style unconference for people passionate about social networks, web applications, platform development, new media, identity management, and other related topics.

Through my employer XNet, I co-host Silicon Prairie Social; a popular tech networking event in the western suburbs. XNet is a a Lisle, IL-based boutique data center (colocation, dedicated, and managed servers), where I work and am responsible for marketing. We help frazzled IT people sleep at night, knowing their critical systems are in the hands of experts who are committed to the continuity, security, and growth of their businesses.

2 - You certainly are connecting people!  What is an “unconference” either in general or how you see it and how you see SocialDevCampChicago unfolding?

An “unconference” is a conference where the attendees drive the discussion, and many times the discussion topics are decided at the event itself. SocialDevCamp Chicago is somewhat based on the BarCamp concept for unconferences. Here, we’re allowing attendees to sign up for time slots for their presentations and panels, provided they fit one of two tracks: a Business & Culture track and a Technical track. We’re also providing a Coding Lounge for people to relax and chat or code together.

Our goal with SocialDevCamp Chicago is to see people come away with a better grasp of the technologies and platforms driving web trends over the next few years, and be able to apply that knowledge directly to their pursuits; businesses, communities, causes, etc. We also hope attendees will come away with a better understanding of how social technologies are changing how people relate to and communicate with each other in their face-to-face relationships.

3 - Are you finding people are seeking to meet people to get to know more in person, or just more people to communicate with online?

With SocialDevCamp, I get the feeling that people want to come together in person and talk about their shared interest. Of the people I’ve talked to who are attending, they’re coming to learn more about development and trends, while meeting people who are likeminded. I get the feeling they want to transfer online connections into in-person collaboration and relationships—whether as partners, collaborators, customers, users, or even friends.

4 - What personal goals do you have for SocialDevCamp?

For several months, I’ve been thinking through how to apply the essential features behind social networks to niche interests such as my own interest in LEGO. I believe hobbies and interests can flourish if the online experience for users becomes an extension of everyday online activities. I’m looking to share some of these thoughts at SocialDevCamp and solicit feedback from other thinkers in the space.

5 - What have you been able to apply from your leading these events to your position at XNet?

SocialDevCampChicago really stems out of a personal interest in development of social technology. The three Silicon Prairie Social events, however, have had a direct tie-in to XNet. Arthur and I have used the Social events to build up the suburban technology community like many of the events in the city have done for downtown. As a result of rubbing shoulders with other service providers, integrators, and consultants at the Silicon Prairie Social, I’ve been able to take knowledge and insight of emerging trends back to XNet and shape the direction of what we’ll offer in the future. We’ve also seen some promising partnerships begin to emerge from our involvement there.

6 - What is one question I did not ask, and what is its answer?

As a technology evangelist, what is your key focus?

When talking with others about technologies—social or otherwise—I really focus on design and usability. I’ve worked with developer groups over the years in open-source environments and seen the focus be on the software and the features. People use computers to accomplish personal and social ends, not to interact with technology out of its own right. Technology should be transparent if a platform or application is to reach as many users as possible. If you’re looking to spread your idea via the web or via a social platform, make the interface intuitive to the user—not to you or following a set of prescribed rules. For a better worded outline of the above, see this blog post by Aza Raskin summarizing the “Not the User’s Fault” manifesto.

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Next likemind coffee in Chicago on Friday August 15

The next likemind coffee will be Friday, August 15, 2008 in dozens of cities around the world.  In Chicago, it will be at Gallery 37 Cafe, 66 E. Randolph, at the corner of Wabash in the Loop in the Gallery 37 building.  Note the cafe opens right at 8.

I call likemind a gathering of creative-minded people, from various disciplines including Internet, advertising, art, et. al.

No RSVP is required but is always welcome, and you can by commenting to this post or at the likemind Chicago Facebook group.

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Monday, August 04, 2008

Why Directly Sell Something To Someone Whom You Know Already Has It

Whether you are in a big city or a small town, someone is trying to sell you something.  And in many cases, it is something you already own.  Marketers don’t mind this as much as it is reinforcing the sale.  That is fine for broadcast media and billboards, but pointless and annoying when it is a direct sale, and the seller knows you have it, and they can’t sell you more of it.

My specific example of this is Washington Mutual Bank, which goes by WaMu now.  I have been a very happy customer of theirs primarily because I have formed personal relationships with the management and staff at my local branch.  Yes, you heard that right – a personal relationship with a bank!  It never has happened to me before, and I hope it continues, but I digress.  As a result of this personal relationship, I have remained a happy customer and have continued to do business with them.

Knowing the staff, I am spared sales pitches for services I already have.  When I visit the branch for a transaction, an alert is presented to the staff to sell me on something, and in most all cases something I already have.  They ignore the messages as they know me, and know our business relationship.  Unfortunately I don’t have that luxury with WaMu’s online banking.  Recently they began presenting a Web page right after I log in, selling me something.  Most of the time they are selling me on a service I already have with them.  There is no visible way to opt out of seeing these, not to mention the link to ignore it and move on is much, much smaller than the link to accept this needless pitch.

Annoyed by this, I sent a message to the bank via online banking, simply asking them why they are selling me on online bill pay when I already use it.  I then got what I assume is an automated response instructing me how to enroll in online bill pay.  Wrong!  I then replied, asking if a human being read my original query.  They then replied they were sorry they didn’t understand my question and to call them.  Wrong again!

As WaMu is a large corporation, and I am a happy customer who tried to communicate with them, I am sharing this issue with the world.  I am sure someone at their corporate headquarters has a Google Alert on the bank’s name and – hopefully – will read this.  If so, awesome.  If not, too bad for them.  Unfortunately this is yet another example of a poor relationship model.

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Friday, August 01, 2008

Usability and Familiar Symbols

A large part of usability is the ease for how anything – from a Web site to a coffee maker and beyond – can be, well, used.  Familiarity can have a significant impact on usability.  If someone used something elsewhere that looks familiar in something else, they may be able to use this new item here.

I have experienced this first hand when traveling abroad.  A couple of years ago my lovely wife and I visited Denmark, and this was the first time I did a fair amount of driving outside of the US.  Where I did not speak the language, I was able to get around on the roads as the international driving signs and symbols were familiar to me.  Even if the Danish words were not familiar, the overall symbol’s shape and color were, and as a result I knew what to do, and did not get into an accident.

This came to mind recently on a trip to the Babies R Us store in Chicago.  On the front entrance is a sign that reads “Entrance Only” however the words are inside of the international symbol for “do not enter” as shown in the accompanying photo The first time I went to the store, I paused for a moment as I got a mixed signal – the sign reads enter, but the symbol says not to.  As many stores employ the green enter and red do not enter signs, my reaction was not unusual.  Realizing this was the only way in, I proceeded to enter.  Looking back as I did, I was not the only person to proceed with caution upon approaching this door.

Where I don’t design retail stores, I design Web sites.  The adherence to consistency and commonly accepted standards is vital to the success of a Web site.  If a Web visitor doesn’t know they should click on something, they won’t.  Hopefully this is not referring to a “buy” button on a Web page.  The above-mentioned sign may not have turned someone completely away from shopping at Babies R Us, but that was probably due more to the fact they drove to the store and eventually figured they could enter.  With a Web site, you may not have that luxury of someone being that persistent, and they will seek a Web site that is more familiar to them.

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Thursday, July 31, 2008

Lowest Common Denominator Or Strategic

While sitting in traffic on the Eisenhower Expressway in Chicago, this billboard for Bud Light was staring at me for about 5 minutes, as shown in the photo below:

The photo shows 2 icy bottles of Bud Light with the large caption, “Superior Drinkability.” As I stared back at the billboard, I questioned to myself, “doesn’t that mean simply that you can drink it?”

Being someone who has consumed a few beers in my lifetime, the fact that I could drink the beer before me never came to mind.  I was more concerned with the taste.  Several hours later when I got home I looked up the word drinkability at Merriam Webster’s and was given a definition of “suitable or safe for drinking.”

Suitable?  Safe?  Or more importantly, what is Budweiser’s intent with this message?  Are they taking their product to the lowest common denominator and saying that it can be consumed, or are the being strategic and appealing to something that – as you can read above – is beyond me?

Excuse me if I am missing the point, and if you get it, I would appreciate your insight.  If it were me, I would think there were more merits to my product.

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Friday, July 18, 2008

6 Questions with Peter “Dr. Pete” Meyers

1 - Who are you, and what are you doing here?

My name is Peter Meyers (AKA “Dr. Pete"), and I run a website usability consulting firm here in Chicago called User Effect (www.usereffect.com). I like to say that I’m a coder by blood and psychologist by training. I’ve been programming since I was 9, and I think it’s just in my genetic code somehow. Ultimately, I see the computer as a tool first, and I’m also fascinated by the idea of the human mind as a tool, so I ended up double-majoring in college and went on to do my Ph.D. in cognitive psychology. Long story not-quite-as-long, the internet boomed when I was in grad. school, I went to work for a start-up in 1997, helped build it into a $1.5M web services company and then left in 2005 to start my own business and get back to what I love, helping clients understand their online customers.

2 - To the layman, what is cognitive psychology and how does it relate to the Internet?

The stock answer is that cognitive psychology is the study of human cognition, but that’s not very helpful Essentially, it’s the study of all of the pieces that make up how adults think and process information, including learning, memory, and perception. It’s very relevant to human-computer interaction and understanding the ways people react and respond to information online, including, of course, commercial websites.

3 - Can you site an example of applying your education and background to improve a Web site or online experience?

One of the major areas where my experience converges is in website testing, which is essentially creating a mini-experiment online. The simplest example is A/B or split testing, where we put out 2 versions of a web page to 2 groups of users and measure which one performs better. This is definitely an area where my training as a research scientist comes in handy, both in figuring out what to test and how to interpret the results. Of course, experience comes in handy, but the results often surprise me, which is part of the fun.

4 - Have Internet users become “smarter” over the years, or is it hard to even measure that with the growing population as well as aging of users?

“Smarter" is a really loaded word that I’m going to try to tap-dance around. It is amazing how quickly people have gotten used to the internet and have developed certain habits, such as recognizing underlined, blue links, or exhibiting the so-called “F-shaped” eye movement pattern (showing preference for the top and left first). Whether the internet is making us smarter or dumber is open to debate, but we’re definitely learning to adapt to it as a tool and are, in my opinion, using it more effectively and creatively.

That said, your “average” user is probably 2-3 years behind the usage patterns of we techie types. A lot of e-businesses still overestimate what visitors want, in terms of cutting-edge features and functions, and would be better off sticking to the basics.

5 - Five years from now, do you think we will be talking about usability and user-centricity on the Internet as a separate discipline, or will it be more ingrained in Web design and development?

This discussion pops up a lot in usability and user experience (UX) circles. As much as we take the internet for granted, it’s still really in its infancy, and I think it’s only natural that the areas of expertise are going to diverge over time. I tend to see myself as a bit of a generalist, but we’re definitely going to see fields such as design, usability, online marketing, search engine optimization, etc. split into specialties. I do think that user-oriented design is already a bit of a specialty, and hopefully one we’re going to see more of.

6 - What is one question I did not ask, and what is its answer?

I hate to sound cliche, but I’m really interested by the question of where the internet is headed in the next 5/10/20 years. I’m not sure I can answer “Where will the internet be in 5 years?”, but I think we’ve taken the web for granted so quickly that we don’t realize that: (1) it’s already revolutionized our lives, and (2) this is just the tip of the iceberg. I think that we’re going to tap the so-called wisdom of crowds more effectively as time goes by, and the internet will become a vehicle for not just generating content, but new ideas, products, and even social constructs. As it does, psychology and sociology are only going to come into play more and more.

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