Heading to Boston for Enterprise 2.0

Enterprise 2.0
I’m heading to Boston for Enterprise 2.0, which bills itself as “The Collaborative Technologies Conference.”

I decided to attend this year because of the interesting mix of traditional proprietary enterprise software with the new breed of social software. I’m interested in seeing how the purveyors of the big ticket systems are being affected and influenced by the emergence of the open source, community driven collaborative platforms.

There’ll be a great lineup of speakers over the next three days. In particular, I’m looking forward to sessions on the first day with Stowe Boyd, Andrew McAfee, Anil Dash, Greg Reinacker, Ross Mayfield and David Weinberger (I packed a copy of Everything is Miscellaneous to read en route.)
I’ll try to blog from the conference or at least daily after the close of business.

I’m also looking forward to meeting Bryan Person while I’m in Boston. If you are reading this and would like to join us for a drink Wednesday evening, send me an email.

Coca Cola Sprite Yard – Social Network or Exploitation?

Sprite?Is it just me? Or is there something seriously “wrong” with this?

Forget Facebook, Everyone is Meeting in the Yard
Forget Myspace and Facebook. That’s old news. Now, there is Sprite’s exclusive network called the Sprite Yard.As a new way of connecting with customers, Coca-Cola expects the Sprite Yard to set new benchmarks for consumer brand engagement through the use of a mobile platform. Within the Sprite Yard, users can create a tag name, a profile, send “shouts” to friends and even post “scribbles” to a discussion board.

Measurement metrics have been built in so Coca-Cola can track, in real-time, which features consumers are using most to the direct impact on beverage sales. It enables Coca-Cola to react very quickly to what their market wants.

What made them “go mobile” with the Sprite Yard? They saw the opportunity to leverage mobile’s potential for viral distribution and to react to the consumers’ desire for constant connectivity.

With so many people actively online, organizations want to create their own groups and communities to ask their customers directly what they think, feel and want so that companies can make better corporate decisions.

Now, I worry here that I’m being mean spirited. And I worry that by pointing out the obvious, I’ll hurt the people behind it. And heck. I live in a glass house, as a public relations practitioner who is exploring social media and whose firm may also make mistakes.

But having said that, this just screams wrong, wrong, wrong!

What jumps out at me?

  • Right off the top, hyperbole. “Forget Facebook?” The fastest growing social networking space that has turned itself into a platform? Come on! Good communication must be based in reality. Why not just tell me to forget Rocket Richard. Forget Hank Aaron. Forget Joe Namath. Cause, heck, Fred Money-to-Burn has come along and promises that he’ll be bigger than them all. That’s just bald hype. Walk the talk before you make the claim.
  • “Coca-Cola expects the Sprite Yard to set new benchmarks for consumer brand engagement through the use of a mobile platform.” Whoah. Those are high, high, high expectations that have just been set. Let’s check back in three months from now and see whether I’ll have to eat my hat (or drink my Coca Cola.) Never ever tell them that you’re going to hit the ball over the fence on your first pitch. (Unless your name is Babe Ruth. And, oops. It didn’t work out too well for him either…)
  • “Measurement metrics have been built in so Coca-Cola can track, in real-time, which features consumers are using most to the direct impact on beverage sales.” Let me get this straight. You’ve compared yourself to social networks that let me connect with my friends. But the great benefit of this network is that Coca Cola will be able to measure, in real time (no overnight delays for us folks) which features sell the most soda. Wow! I want to participate -not (to quote a phrase as hackneyed as this campaign.)

Bottom line. The foundation of social media is the spirit of generosity. Is Coca Cola being generous here? Or has someone been just a little too candid about how we are all just data points in Coca Cola’s marketing analysis machine?

Is this what social media and social software are leading to? is this the new normal? Or is there another way?

Air Canada wants to charge me to give back a free ticket

Here’s a truly weird customer relations experience.

Earlier this year, Air Canada offered a free ticket to the United States to anyone who bought one of their Rapidair Flight Passes. Because I fly between Toronto and Ottawa virtually every week, I use flight passes. So, I qualified for the free ticket offer.

I used the free ticket to book a trip to San Francisco for the second week in June. But earlier today I discovered that I have to be in Ottawa for an important meeting. So, I won’t be able to take the trip.

The only restriction on the ticket was that the travel had to occur prior to June 30. I realized that I could not reschedule the trip to occur before then. I’d have to simply give up the chance to use the free ticket.

So, I went onto the Air Canada Website to cancel the trip.

Now, here’s where the weirdness starts. I sign onto the Website, locate my reservation and click the Cancel button. Up pops a screen that informs me that I must pay $80 to cancel this reservation. That’s odd. Pay $80 to cancel something that was free in the first place? Hmmm.

So, I call the Air Canada reservation centre. I explain to the ticket agent that I wish to cancel the reservation. OK she says. That’ll cost you $40 each way in order to recredit the ticket to my account for future use. I explain that the free ticket has an expiry date of June 30 and that I won’t be able to use it. I don’t need it credited. I just want to cancel my reservation so that Air Canada can resell the seat.

Sorry, she says. If you don’t pay us to cancel the seat, your reservation will stay active and lapse when the flight departs.

Honestly. I’m not making this up.

Air Canada will forego the opportunity to sell a seat on an Ottawa to San Francisco flight unless I pay them $80 to cancel a free ticket. Wow!

Does this make sense to you?

Weekend Project: Discover 3 great new marketing blogs on the Power 150

Power 150

One of the great joys of reading blogs is the discovery of new voices with a different perspective on issues I care about.

Here’s an easy way to find some great marketing blogs that have already earned a following, but may be new to you. I call it Power 150 Roulette.

Todd AndTodd Andrlik has compiled a Power 150 list of the “top” marketing blogs. Every weekend, I randomly pick three numbers between 1 and 150 and then I visit the blogs that are at these numbers on Todd’s Power 150 list.

For example, this weekend, I picked 30, 67 and 136. This led me to

The Viral Garden, where Mack Collier writes with insight and intelligence. He’s started a new corporate blog check up series. First up: Kodak.

adliterate, Richard Huntington’s perspective from the U.K. on “the future of advertising and the marketing communications industries, the impact of technology on communications and the nature of potent brands.” A mouthful. But worth visiting. A couple recent posts denounced brainstorms as the source of mediocre ideas and a reflection on the nature of advertising as a trade (spoiler: it’s not a profession and forget about training; learn on the job.) Provocative stuff.

Optimize & Prophecize, a take on Internet marketing from SEO veteran Jonathan Mendez. His post on Optimizing Social Media Landing Pages spoke directly to one of my current interests. I’m hooked.

If you haven’t taken a look at the Power 150, click over now. I discovered some great new blogs on Todd’s list. And I’ve subscribed to make many of them part of my daily reading.

Disclosure: I found the Power 150 and Todd’s blog when Pro PR showed up at number 111 on the current version of the list. Thanks Todd for creating this resource. I don’t know whether I’ll rank on future iterations of the list, but it was a pretty neat thing to find myself there at least for a little while.

Blogger and podcaster insurance

The news that Michael Geist is being sued for a link on his blog got me to wondering at my own exposure.

Shel Holtz conducted an interview for the FIR podcast with Karl Susman who provides blogger and podcaster insurance in the United States. Susman indicated that $2 million in liability coverage runs about $350 annually.

Do you know of any insurance providers who offer policies for bloggers and podcasters in Canada?

Katie Paine's Shankhassick Farm saved from foreclosure

Katie PaineLast week, word went round the blogosphere about Katie Paine’s efforts to save Shankhassick Farm from being auctioned off by the bank.

Well good news. Katie has just posted that Shankhassick has been saved:

As of 4:05pm today the taxes were paid and the bank was notified. I am SO grateful to everyone who helped. Thank you all. It’s been a humbling experience. Let no one ever think that Shankhassick Farm is just a piece of land and some houses. You all made it very clear that this farm is a very special place — a refuge, a source of inspiration and creativity and when that much good will and Karma comes at you, anything is possible — including raising over $125,000 in less than two weeks.

A real example of community and generosity.

Congratulations Katie.

Is Apple or EMI gouging Canadians on the cost of DRM free upgrades for iTunes Plus?

I just received an email from iTunes telling me that the new iTunes Plus DRM free version of music from EMI is available in Canada. The email concludes with the sentence that, “Even better yet, you can also upgrade existing EMI songs in your iTunes collection for just $.40 per song.”

$.40 per song? Where’d that come from? $.40 per song is a 33% premium over the the $.30 per song that upgrades cost U.S. iTunes subscribers. That’s a big, big difference.

How can this be justified? Not on the basis of the exchange rate. When I checked the Bank of Canada currency converter just now, it showed that $.30 U.S. is worth $.32 Canadian. So, that means that either Apple or EMI is pocketing a windfall $.08 for every iTunes track upgraded to the DRM free iTUnes Plus version.

I applauded Steve Jobs’ announcement that iTunes would take some initial steps forward into the world of DRM free music. That’s a good thing.

But charging one person an extra $.08 on exactly the same purchase another gets for $.08 less? That doesn’t make sense to me.

Seems like a marketing faux pas to me. I wonder if it will bounce back on either Apple or EMI.

What do you think?

The Future of Entertainment – the people formerly known as the audience

I ended my mesh day with a panel of McLean Mashingaidze-Greaves, Amber MacArthur and Ethan Kaplan moderated by Jian Gomeshi.

Jian Gomeshi: Two Sams come to mind. Sam Sniderman or Sam the Record Man as we know him. It was announced this morning that the flagship store of the once iconic Sam the Record Man store will be closing. The end of an era. Things have changed.

So, what’s the biggest change in the last 12 months that will affect the future of entertainment.

Ethan Kaplan: A new focus on the fact that things will not return to the way things were in the pre Napster era. There’s a renewed effort to create a new avenue for the music industry. Different value propositions must be created that don’t try to undermine the direct relationship between the fans and access to the music.

Amber MacArthur: Last year, she was at this conference as a broadcaster at G4Tech TV. This year as a blogger and podcaster at CITY TV. This is an indicator of the trend of movement from the traditional broadcast media to the new online media.

Jain Gomeshi: How valid is the notion that the audience of today is more actively engaged than the audience of yesterday? Are people investing more or less now in their entertainment?

Amber MacArthur: People are dividing their attention. So the length of video clips is decreasing. They also seem to jump ship between things quickly. Facebook is big today. But will it still be big in six months?

Ethan Kaplan: Passive acceptance and passive consumption was a fiction that was maintained by the major media companies. It was driven by hubris. And the notion has collapsed on itself. What’s really happened is that content has become agnostic to representation. There’s a lack of differentiation between the mode of the content. Now fans are more focused on the agent that is originating the content.

Jian Gomeshi: Does the ease of acquiring art, music devalue it or make it more disposable?

Amber MacArthur: Content is available to a global audience. You should try to get your content in front of as many people as you can around the world and then figure out how to derive revenue from it.

McLean Mashingaidze-Greaves: The social network that have grown up around artists show that fans really value those artists.

Jian Gomeshi: How do you get people attached to an artist?

Ethan Kaplan: We’re to the point where we have to embrace the notion that the duplicability of the content and the ready availability of the content has made it necessary to think creatively about how to market the content. Taking Michael Buble, for example. You must treat him as a personality and then market the record as an extension of the personality. The campaign began six months beforehand. No flash Websites. Have a blog friendly Website. Then begin to publish creative elements, such as photos, in the lead up to the release of the record. Treat the release of the record as an event.

Jian Gomeshi: How do you differentiate small, new artists?

McLean Mashingaidze-Greaves: Bloggers have shown that one person with a computer can build an audience. Use the viral tools to assemble an audience anywhere that people gather. Artists can build an audience by using the social networking sites.

Jian Gomeshi: Have the responsiblities of audiences changed?

Amber MacArthur: Artists must now know their audiences likes and anticipate them and respond to them. Tom Green has reinvented himself by actively engaging directly with his audience through his blog and his nightly online program.

Michael Geist: What about Digital Rights Management software?

Ethan Kaplan: DRM is a very small piece of a larger problem, the fact that what you have today is the availablity of both for free and for pay content. The larger issue is how to make sure that artists are compensated along a long value chain that includes any reproduction device.

McLean Mashingaidze-Greaves: The DRM genie is out of the bottle. What’s going on is a little like the war on drugs.

Barbarians at the Gate: New Media and Old Media

The afternoon sessions of mesh kicked off with a panel of Rachel Sklar, Cynthia Brumfield, and Loren Feldman moderated by Mark Evans.

Mark Evans: Picking up on Mike Arrington’s session … print newspapers seem to be in trouble. Is the San Francisco Chronicle staff layoff an isolated incident or a sign of something broader?

Rachel Sklar: It’s a sign of a bigger trend. But in every big change, there are opportunities. So for people who are creative, it’s an amazing opportunity. Look for how newspapers adapt. The good ones will be able to do this.

Mark Evans: Are newspapers prepared for change or are they merely scrambling for anything that sticks?

Rachel Sklar: Many of them are scrambling. You can see this as they reach out for new people who can do many things. But at the same time, they are laying off many of their elder statesmen, the people who have been there, done that and seen the evolution. The really smart media will be the ones that recognize this strength and preserve it.

Mark Evans: How about the broadcasters? Are they more willing to experiment and get ahead of the game?

Cynthia Brumfeld: Jumping into the Internet doesn’t really cost broadcasters a lot. They already have the video technology and the advertising relationships. However, the traditional broadcasters are losing audiences to cable as well as online. And they’re beginning to look like the dinosaurs of the industry.

Looking at newspapers. Their dependence on revenues from subscriptions to physical distribution of products contributes to their vulnerability to the online media. To the extent that you are dependent upon subscriptions for physical product, you’ll be hurt more by the Internet.

Loren Feldman: The Internet is not just little TV. There’s room for both. “You won’t watch people like me on TV. I do 60-90 second bits.”

Mark Evans: How about the impact of Google and RSS feeds? How do traditional media deal with these?

Rachel Sklar: “I don’t really use RSS. I don’t admit that often. I work hard on my own site and it’s presentation.” Computers don’t have the same feel as tangible media. Working with your computer is a much more solitary experience.

Cynthia Brumfeld: Traditional media will go the way of the dinosaurs. She uses the example of her parents who gave up a newspaper subscription because they could now access it online. The Internet has opened up the geographic reach of what you can reach and watch. Google adds to this. Suddenly, there’s not only one game in town. There’s twenty newspapers, twenty blogs – a multitude of sources that are immediately available.

Question: How will ownership of the pipes influence the shape of new media?

Loren Feldman: “As long as my stuff gets out, I don’t care who, how, what. Just get it out.”

Cynthia Brumfeld: The phone companies led the charge in the U.S. for tiered access. It’s too late. That train has left the station. Carriers will find a way to charge people more for access.

Mark Evans: Does that make the newspaper industry more at risk because they don’t own any pipes?

Cynthia Brumfeld: If Comcast loses subscribers to other media, it can charge its remaining subscribers more to make up for that loss. Newspapers can’t do this.

Question: Do you see your content being used differently by younger generations?

Loren Feldman: We’re in an attention economy. My videos rarely go over 2 minutes. I think that time will decrease to hold onto the attention of a younger generation.

Cynthia Brumfeld: I watch my teenage daughter and her friends. And it seems to me that they stay within fairly limited spaces. MySpace, then FaceBook. They don’t cruise. They don’t explore broadly. They stay within the area that is occupied by their peer group. And that puts limits on the number of different sources demanding their attention. Their world has shrunk as opposed to expanding.

Loren Feldman: It’s ironic. It’s a throwback to AOL.

Rachel Sklar: Quality and ingenuity are factors. Look at Harry Potter. The release of the final book will command and hold attention broadly when it is released.

Loren Feldman: Newspapers will be here in 200 years. People are tactile. They like to touch and hold information. It’s instant. It’s accessible. And remember, lots of people don’t have computers. I like reading a newspaper when I’m in a diner. I don’t want to sit there with a computer. To save themselves, newspapers have to change their content. They won’t be about breaking news. They’ll be about in depth analysis.

Question: What advice would you provide to old media in managing their concept of old media against the user generated concept of popularity.

Rachel Sklar: There’s value in being right. I’d rather be right than first (see Mike Arrington). Being right confers credibility. Every provider determines what resources to put into fact checking and background research.

Loren Feldman. The New York Times shouldn’t worry about things like Wikipedia or Digg. They are a joke.

Cynthia Brumfeld: One of the reasons newspapers were so blind-sided was because they didn’t think that competition was possible. Hubris was one of the big downfalls of traditional media.

Loren Feldman: The one hustler – a Drudge or an Arrington – is a greater threat to traditional media. Because they don’t have the overhead and they are able to build quickly. And once established, the leads and tips come to them.

Question: How do you get traditional journalists to prepare to be online?

Loren Feldman: Just tell them that they won’t have anything to eat.

Cynthia Brumfeld: I’d be very surprised if you had to convince any traditional journalists any longer about the value of being online.

Rachel Sklar: Teach them how to check their Technorati stats. Ego is a good motivator.

Mike Arrington brings TechCrunch to mesh

The mesh conference kicked off with a keynote conversation between TechCrunch founder Mike Arrington and mesh co-founder Mathew Ingram.

Some things that stuck with me:

  • “I know that when I write a post, it’s far better to be first than to be second. Because if I’m first, I don’t have to be witty, intelligent, insightful. I just have to be first.”
  • The best thing that traditional journalists can do is to start wrting their own blogs and to build their own brands. This will protect them against downsizing in traditional media.
  • On Feedback: There’s a discussion on TechCrunch everyday. Arrington gets to set the discussion topic and have first say. Then he watches the comments flow in. He says that he finds the comments to be more interesting than what he has to say.
  • Arrington admits that some of the comments get under his skin. And he enters into the conversation, sometimes with some heat.
  • In fact, we got a real like illustration of this. Ted Murphy of Pay Per Post is attending mesh. He tried to ask Arrington a question. “How’d he get in here?” replied Arrington, who then proceeded to tell the crowd how he feels about Pay Per Post. Pointing to Murphy, Arrington said, “he’s the most evil person in this room.”
  • The future of social networking sites? Three dimensional. Facebook is here to stay. But they will also incorporate elements of the three dimensional experience of Second Life. The future of MySpace is less certain. They could blow it and do a “Friendster.”
  • If you are an entrepreneur thinking of your own startup, you should be thinking of the barriers to entry that will prevent others from following you in and competing with you. In addition to the traditional barrier of superior technology, network effects can provide a substantial barrier to entry. The advantage of developing popularity and a large community of users can make it very difficult for others to follow you in. So, new startups should be looking at having either a technology edge or taking advantage of the network effect.
  • The future of TechCrunch? Video? Audio? Arrington feels that rich media is difficult to create. It takes time to record, schedule, edit and post. It’s also harder to consume. So, right now, text will remain an important part of what Arrington does.