June 23, 2015
June 23, 2015
January 8, 2015
The clues are designed as an open source publishing project: The text is in the public domain, and we’re making the clues available at Github in various computer-friendly formats, including JSON, OPML and XML.
We launched this morning and a happy hell has broken loose. So I’m just going to posts some links for now. In fact, I’m copying and pasting from an email by Doc:
Categories: business, cluetrain, copyright, culture, egov, free culture, internet, journalism, marketing, media, net neutrality, open access, peace, politics, social media, whines Tagged with: cluetrain • newclues
Date: January 8th, 2015 dw
December 15, 2014
Uber’s hamfisted behavior continues to get it bad press. The latest: its “surge” pricing, algorithmically set according to demand, went up 400% in Sydney during the hostage-taking event.
Uber has responded appropriately, offering refunds, and providing free rides out of the area. At the same time, it’s keeping its pricing elevated to encourage more Uber drivers to get into their cars to pick up passengers there.
Some of my friends are suggesting that when someone at Uber notices surge prices spiking and it’s not snowing or rush hour, they ought to look into it. Fine, but here’s a radical idea for decentralizing that process:
Uber creates a policy that says that Uber drivers are first and foremost members of their community, and are thus empowered and encouraged to take the initiative in times of crisis, whether that’s to stop for someone in need on the street or to help the population get out of harm’s way during a civic emergency.
Then Uber rewards drivers for doing so.
That is, Uber’s new motto could be “Don’t be a dick.”
And for the other side of humanity: The #illridewithyou [I’ll ride with you] hashtag – Sydney folks offering to accompany Moslems who fear a backlash — makes you proud to be a human.
December 13, 2014
The Harvard Business School Digital Initiative [twitter:digHBS] — led by none other than Berkman‘s Dr. Colin Maclay — has launched its blog. The Digital Initiative is about helping HBS explore the many ways the Net is affecting (or not affecting) business. From my point of view, it’s also an opportunity to represent, and advocate for, Net values within HBS. (Disclosure: I am officially affiliated with the Initiative as an unremunerated advisor. Colin is a dear friend.)
The new blog is off to a good start:
I also have a post there titled “Generative Business and the Power of What We Ignore.” Here’s how it starts:
 I understand that the Net doesn’t really have values. It’s shorthand.
Categories: business, cluetrain, culture, too big to know Tagged with: 2b2k • blogs • cluetrain • dighbs • hbs
Date: December 13th, 2014 dw
November 5, 2014
I’m at a lunchtime talk by the Harvard Business School Digital Initiative (led by Colin Maclay) by CV Harquail. (I’m an advisor to the DigInit.) CV says she is a academic and am enthusiast of “something going on out there” that she calls “generative business.”
CV defines generativity as the ability to create things that didn’t exist before. Generativity as a term comes out of a few spaces. It’s used in the world of tech innovation and platforms. (See Jonathan Zittrain.) If you’re a systems thinker, you think about generativity as the source of emergence. But on other sides such as the positive organization studies group, which CV identifies with, or feminist organizing, generativity shows up differently. The phrase itself comes from Erik Erikson‘s theory of adult development; it’s the moment of “Holy crap! What am I leaving behind when I go?” CV is particularly interested in how organizations can have an effect outside of themselves, particularly on other businesses.
Generative business practices: how we can create opportunities for other businesses to grow, by tweaking what we do anyway? Maybe with a small change we can create some generativity.
She looks to the Internet bubble in 1999. We could see that the Net was giving rise to many new ways of being together, including B2B. What can we do with it beyond the usual? The network technology “enables a network mindset.” She points to four areas where this mindset manifests itself:
So, she asks, what is happening?
People are tweaking what they normally do in order to create opportunities for other people, throwing off extra value.
Why care? Because it creates an environment that is more resource-rich for everyone, including the generative firm. Also, it is a “leadership” opportunity for the generative company; it makes them influential in lots of different ways. “The more generative they are, the more influence they have on institutions around them.” They can guide new practices, promulgate their organizational values, and become beloved by those in their circle.
E.g., CV went to a Buffer meetup. A hundred people showed up because it was advertised on the Buffer Facebook page, and because people wanted to meet “the Buffer guys.”
CV doesn’t want to argue that your business should be generative in order to make more money because it diminishes the generative impulse. But it often does have that effect.
Generative practices come from:
She notes that many of these practices come from people who are kind, generous, and loving…and their companies reflect that. (She notes that this is a Dale Carnegie idea.)
Generative practices with products include building products that help others, or that are generate when used. Also, consider enabling co-creating by opening up some APIs. [woohoo!]
Our basic model of a business model is that our company should extract the max value from our employees and customers. But we can create generative business models:
Generative practices in relationships: She points especially to cultivating the commons (or network citizenship). And social keiretsu: multiple companies creating a safe environment for someone to experiment.
Q: Do you see bad actors?
A: Yes. And I ignore them. That’s my conscious decision.
Q: Is this a governance issue? How do the generative companies discipline bad actors?
Q: Elinor Ostrum‘s commons talk about how they are maintained. Often the biggest sanction is exclusion.
Q: [me] There are plenty of bad actors in what you say because these generative pockets are often carve-outs from nests of vipers.
Q: Are you making an assumption that generative business models open the business to everyone? Does generativity imply that sort of openness. E.g., curate models: you deal with the bad actors upfront by excluding them.
A: I don’t assume generativity implies open for all. Some generative organizations are extremely choosy about who they partner with.
Q: Is Anonymous a generative organization?
A: I’ll ask Gabriella Coleman. [laughter]
Q: Generativity need not be used positively.
Q: Why aren’t more businesses adopting this?
A: The bottom line is a fiction because we don’t think about externalities, which are just costs we’re ignoring.
CV looks at two examples: Etsy.com and Buffer.
Etsy is “the marketplace we make together.” They have an engineering blog called Code as Craft, and a Code as Craft initiative that employs generative learning practices: open workshops at which they invite their heroes, and livestreaming them. They have hacker schools, hackathons, an API developers program, GitHub open repositories, and each of the 150 engineers is expected to give two presentations a year outside their company.
Underneath this are Etsy’s engineering values and philosophies. They have a “learn to fail” culture, etc. [I’m not keeping up] Generosity of spirit is a “core Etsy Engineering principle.” It’s a whole bundle of practices related to learning.
Buffer has about 25 employees. With Buffer, you can highlight a line you like, and it gets put out into social media spread out over time. Buffer uses who it is and what it believes in to inform and inspire and influence other organizations. People underestimate the value of walking the walk. Buffer and Etsy are happy to amplify the good things that others do. Buffer is shifting to “gift-mindedness. They posted nine values at Slideshare. Other companies are picking up on those values.
Some of buffer’s practices for generative transpaarency:
Q: Could AT&T adopt these values and reap the same kind of benefits?
A: No mattter how much they try, they have a PR legacy.
CV says that last year Buffer got hacked. A week alter they shared all the data about the effect on their company of the hacking. E.g., they lost 8% of their customers. (They recovered most of them.)
Q: [me] This seems like the company saying that they’re on our side. But it doesn’t seem particularly generative, unlike an open API.
A: It’s generative in the longer term.
Last Tuesday they announced they’re raising $3.5M…and they published their term sheet and why they’re doing it.
Q: Is transparency is always a good thing? E.g., there’s some thought that the lack of a private space keeps politicians from being able to compromise.
A: Don’t be transparent about anything that would kill your business. Or if there are people in the process uncomfortable with it, don’t do it. You could be transparent about being a crummy organization and I don’t know if that’s generative. (She mentions that at Buffer they all wear FitBits and share their sleep data.)
CV says that this sort of transparency is generative in that it tells other companies about new possibilities.
Q: Don Tapscott says that the increased transparency will force people to be more like Buffer.
Q: But this might be a selection effect: the company is attracting people who agree with its values, but the companies that don’t support these values therefore won’t be affected by what more open companies do.
Q: Buffer’s product is trust.
A: They’re selling a different way of running a startup, and they’re funding it with their Twitter scheduling tool. [Nice way of putting it!]
So, how does this create opportunities for people? People respond and tell Buffer how powerful it’s been for them. It may influence those people’s practice in the future.
Generative practices let us be more like the people we want to be. “People and companies blossom into these opportunities.”
Q: It sounds like Us vs. Them. If everyone does this, where will the selfish people work? [laughter] It’s nice to carve out a space for us nice people, but what about generativity can apply beyond the Us?
A: I will think about that. I’m trying to call attention to, and articulate, alternatives. I’m articulating ideas, and we together will discuss them and see what becomes of them. This is a generative conversation.
Q: Mob programming is a step beyond agile programming. When there’s an intractable problem, ten people spend a day working on it, with two screens. People say it’s the best way to tackle difficult problems.
Q: [karim lakhani] When you were describing Etsy, it sounded like Bell Labs. The ideal university is based on the same ideas. An hypothesis: Generativity won’t work commercially without subsidies.
A: Interesting. There are no completely generative organizations.
Q: [me] Gaming industry is hugely generative. Modders can sell their mods.
Q: [karim] But only because Steam allows them and takes their cut. [Me [unexpressed because I’d talked too much]: But it’s the game companies that are the example of generative entities here, not Steam as a platform.]
Q: Your examples all are about sharing information. It’s harder for humans to share physical goods that are in limited supply.
[Quite a generative discussion! CV walks the walk.]
Categories: business, cluetrain, marketing Tagged with: cluetrain • marketing
Date: November 5th, 2014 dw
August 22, 2014
The Web was social before it had social networking software. It just hadn’t yet evolved a pervasive layer of software specifically designed to help us be social.
In 2003 it was becoming clear that we needed — and were getting — a new class of application, unsurprisingly called “social software.” But what sort of sociality were we looking for? What sort could such software bestow?
That was the theme of Clay Shirky’s 2003 keynote at the ETech conference, the most important gathering of Web developers of its time. Clay gave a brilliant talk,“A Group Is Its Own Worst Enemy,” in which he pointed to an important dynamic of online groups. I replied to him at the same conference (“The Unspoken of Groups”). This was a year before Facebook launched. The two talks, especially Clay’s, serve as reminders of what the Internet looked like before social networks.
Here’s what for me was the take-away from these two talks:
The Web was designed to connect pages. People, being people, quickly created ways for groups to form. But there was no infrastructure for connecting those groups, and your participation in one group did nothing to connect you to your participation in another group. By 2003 it was becoming obvious (well, to people like Clay) that while the Internet made it insanely easy to form a group, we needed help — built into the software, but based on non-technological understanding of human sociality — sustaining groups, especially now that everything was scaling beyond imagination.
So this was a moment when groups were increasingly important to the Web, but they were failing to scale in two directions: (1) a social group that gets too big loses the intimacy that gives it its value; and (2) there was a proliferation of groups but they were essential disconnected from every other group.
Social software was the topic of the day because it tried to address the first problem by providing better tools. But not much was addressing the second problem, for that is truly an infrastructural issue. Tim Berners-Lee’s invention of the Web let the global aggregation of online documents scale by creating an open protocol for linking them. Mark Zuckerberg addressed the issue of groups scaling by creating a private company, with deep consequences for how we are together online.
When Clay gave his talk, “social software” was all the rage, as he acknowledges in his very first line. He defines it uncontroversially as “software that supports group interaction.” The fact that social software needed a definition already tells you something about the state of the Net back then. As Clay said, the idea of social software was “rather radical” because “Prior to the Internet, the last technology that had any real effect on the way people sat down and talked together was the table,” and even the Internet so far was not doing a great job supporting sociality at the group level.
He points out that designers of social software are always surprised by what people do with their software, but thinks there are some patterns worth attending to. So he divides his talk into three parts: (1) pre-Internet research that explains why groups tend to become their own worst enemy; (2) the “revolution in social software” that makes this worth thinking about; and (3) “about a half dozen things…that I think are core to any software that supports larger, long-lived groups.”
Part 1 uses the research of W.R. Bion from his 1961 book, Experiences in Groups that leads him, and Clay, to conclude that because groups have a tendency to sandbag “their sophisticated goals with…basic urges,” groups need explicit formulations of acceptable behaviors. “Constitutions are a necessary component of large, long-lived, heterogenous groups.”
Part 2 asks: if this has been going on for a long time, why is it so important now? “I can’t tell you precisely why, but observationally there is a revolution in social software going on. The number of people writing tools to support or enhance group collaboration or communication is astonishing.”
The Web was getting very very big by 2003 and Clay points says that “we blew past” the “interesting scale of small groups.” Conversation doesn’t scale.
Why did it take so long to get weblogs? The tech was ready from the day we had Mosaic, Clay says. “I don’t know. It just takes a while for people to get used to these ideas.” But now (2003) we’re fully into the fully social web. [The social nature of the Web was also a main theme of The Cluetrain Manifesto in 2000.]
What did this look like in 2003, beyond blogs and wikis? Clay gives an extended, anecdotal example. He was on a conference all with Joi Ito, Peter Kaminski, and a few others. Without planning to, the group started using various modalities simultaneously. Someone opened a chat window, and “the interrupt logic” got moved there. Pete opened a wiki and posted its URL into the chat. The conversation proceeded along several technological and social forms simultaneously. Of course this is completely unremarkable now. But that’s the point. It was unusual enough that Clay had to carefully describe it to a room full of the world’s leading web developers. It was a portent of the future:
Most important, he says, access is becoming ubiquitous. Not uniformly, of course. But it’s a pattern. (Clay’s book Here Comes Everybody expands on this.)
In Part 3, he asks: “‘What is required to make a large, long-lived online group successful?’ and I think I can now answer with some confidence: ‘It depends.’ I’m hoping to flesh that answer out a little bit in the next ten years.” He suggests we look for the pieces of social software that work, given that “The normal experience of social software is failure.” He suggests that if you’re designing social software, you should accept three things:
Then there are four things social software creators ought to design for:
Clay ends the talk by reminding us that: “The users are there for one another. They may be there on hardware and software paid for by you, but the users are there for one another.”
This is what “social software” looked like in 2003 before online sociality was largely captured by a single entity. It is also what brilliance sounds like.
I gave an informal talk later at that same conference. I spoke extemporaneously and then wrote up what I should have said. My overall point was that one reason we keep making the mistake that Clay points to is that groups rely so heavily on unspoken norms. Making those norms explicit, as in a group constitution, can actually do violence to the group — not knife fights among the members, but damage to the groupiness of the group.
I said that I had two premises: (1) groups are really, really important to the Net; and (2) “The Net is really bad at supporting groups.”
I used Friendster as my example “because it’s new and appealing.” (Friendster was an early social networking site, kids. It’s now a gaming site.) Friendster suffers from having to ask us to make explicit the implicit stuff that actually matters to friendships, including writing a profile describing yourself and having to accept or reject a “friend me” request. “I’m not suggesting that Friendster made a poor design decision. I’m suggesting that there is no good design decision to be made here.” Making things explicit often does violence to them.
That helps explains why we keep making the mistake Clay points to. Writing a constitution requires a group to make explicit decisions that often break the groups apart. Worse, I suggest, groups can’t really write a constitution “until they’ve already entangled themselves in thick, messy, ambiguous, open-ended relationships,” for “without that thicket of tangles, the group doesn’t know itself well enough to write a constitution.”
I suggest that there’s hope in social software if it is considered to be emergent, rather than relying on users making explicit decisions about their sociality. I suggested two ways it can be considered emergent: “First, it enables social groups to emerge. It goes not from implicit to explicit, but from potential to actual.” Second, social software should enable “the social network’s shape to emerge,” rather than requiring upfront (or, worse, topdown) provisioning of groups. I suggest a platform view, much like Clay’s.
I, too, ask why social software was a buzzword in 2003. In part because the consultants needed a new topic, and in part because entrepreneurs needed a new field. But perhaps more important (I suggested), recent experience had taught us to trust that we could engage in bottom-up sociality without vandals ripping it all to part. This came on the heels of companies realizing that the first-generation topdown social software (e.g., Lotus Notes) was stifling as much sociality and creativity as it was enabling. But our experience with blogs and wikis over the prior few years had been very encouraging:
I end on a larger, vaguer, and wrong-er point: “Could we at last be turning from the great lie of the Age of Computers, that the world is binary?” Could we be coming to accept that the “world is ambiguous, with every thought, perception and feeling just a surface of an unspoken depth?”
Categories: cluetrain, culture, social media Tagged with: clay shirky • facebook • friendster • history • old-timer • social media • social text
Date: August 22nd, 2014 dw
July 20, 2014
Well, here’s what I would do if I were Shakespeare & Co., a theatre company in Lenox, Massachusetts of which I am inordinately fond, as consistent readers of this blog know (hi, Mom!).
Yesterday my wife and I went to an open rehearsal of a scene from Henry IV, Part 2, Scene 2. For about an hour we watched Malcolm Ingram (Falstaff), Kevin Coleman (Shallow), Ariel Bock (Silence) and Michael F. Toomey (Bardolph) being directed by Jonathan Epstein, who has abridged and combined the two Henry IV’s. The rehearsal started out fascinating and got even better from there.
The actors in Shakespeare & Co. rehearse before they’ve learned their lines by being shadowed by someone who whispers their lines to them. That way (as Kevin Coleman explained) they can rehearse while looking at the person they’re talking to instead of looking down at a piece of paper. The result is an early rehearsal in which the actors can act together and experiment.
Jonny Epstein is an actor and a highly collaborative director. He interceded occasionally to punch up a reading, and always kept an eye on the audience’s interests: We need a gesture to understand what “bona-robas” are (high quality courtesans — literally “the good stuff”); Falstaff should turn to the left while pointing to the right so that both sides of the audience are involved, etc.
But as the scene came to a close, it took a turn towards the awesome.
It’s a short and humorous scene in which Justice Shallow is greeting his old friend Falstaff. There’s funny business about rounding up men for Falstaff, which in this abridged, small-cast version had the actors pointing into the audience. Very amusing.
The scene ends with Shallow inviting Falstaff to dinner. They’re about to wander off, in a convenient scene-closing way, when a memory from fifty-five years ago pops into Shallow’s mind. “O, Sir John, do you remember since we lay all night in the windmill in Saint George’s field?” This becomes a chat about old acquaintances who now are old or dead.
The first time through, the actors played it lightly: a bunch of old folks remembering their lusty youths. But Epstein then suggested that they stop their funny business. Just stand there and talk. Without further direction, the actors changed everything: posture, cadence, expression, diction, interaction. And it became a scene about age and youth that touched me deeply.
It was, in short, a moment of transcendence. I got yer magic of the theatre right here.
Shakespeare & Co. is a great company, but it rarely plays to full houses. If I were them, here’s what I would do:
1. Video every lecture they give and put it on the Web for free. In fact, do more lectures, at least one for every play they produce. These lectures have been consistently fascinating. I want people to get used to looking up the Shakespeare & Co. lecture before going to see a Shakespeare play performed by any group.
2. Video a performance of each play presented, and post it for free on the Web. Have some of the summer interns do it. No one who comes would have stayed at home if they could have watched a video of it, especially since the company doesn’t have the resources to do studio-quality video production.
3. Post a second version of these videoed performances with a director’s track. Have the director and some of the actors explaining both the play and their decisions about it. We want teachers to play these scenes when introducing students to Shakespeare, and we want people who just saw a performance to then see the thinking behind it.
Now, there may be Actors Equity rules that prevent this, which would be a shame because videos like these would help expose the actors’ talents more broadly. And I suspect that Shakespeare & Co. may have reservations about posting content that’s not of the highest professional quality. If so: get over it! It’s the Web! Trust comes from imperfection.
In any case, when you’re in the Berkshires, do come. And bring the kids.
Categories: business, cluetrain, culture, marketing Tagged with: marketing • shakespeare
Date: July 20th, 2014 dw
April 7, 2014
Cluetrain touted the rise of customer voices. We see through the marketing bullshit and we tell one another about it.
Fine, but there was always the problem that if you’re a consumer products company, you only need 1% of customers to make it look like your products are godawful because a corner was dented. “You totalz Suck PRocter/Gambel!!”
So, here’s a post by an alarmed passenger on a United flight. OMG the window is half out!
But because it’s Reddit, the customer’s concern is answered by someone who knows how planes are constructed. No, the popped-out window isn’t a danger to the integrity of the plane. Customer conversations can help customers get things right.
(By the way, United, you might want to fix that window. It’s upsetting the passengers.)
December 12, 2013
Reddit shows us how to introduce changes in a site’s user agreement. The agreement itself is admirably minimally jargony, but the discussion with the community is a model of honesty and respect.
Categories: cluetrain, marketing Tagged with: cluetrain • reddit • transparency
Date: December 12th, 2013 dw
October 6, 2013
“People don’t want to buy a quarter-inch drill. They want a quarter-inch hole.”
This gets quoted a lot by marketers. Usually it gets attributed to Theodore Levitt, an economist at Harvard Business School, but he quite explicitly [pdf] attributed it to Leo McGinneva, about whom I can find out nothing other than that he was a “businessman.”
This quote has the salutary effect of focusing marketers away from what they’re selling and on what customers are buying. So, I find it useful. But also irksome.
I’m irked first of all for the small reason that people don’t actually buy quarter-inch drills to drill quarter-inch holes. The buy a quarter-inch drill bit to drill a quarter-inch hole. A quarter-inch drill is a drill that accepts drill bits with a maximum of a quarter-inch shank. And, yes I know I’m being annoying.
The more important reason this formulation bothers me becomes clear if you use something other than a tool as your example. “People don’t want to buy a towel hook. They want a _____.” How do you fill in that blank without it being simply redundant: “They want a hook to hang a towel on.” It’s not just that it loses its rhetorical punch. Rather, it becomes clear that you have to go further into the customer’s value system to make sense of it. Why do they want a towel hook? Because they like dry towels? Because they want to impress their new in-laws? Because they repainted and the old towel hook is now the wrong color? Because they want a place to hang a dress so that the shower will naturally steam it? Because their shower rod is coming loose? Because their pet ferret is getting old — poor Ratface! He can barely see! — and is soiling towels left on the floor?
So, people don’t buy holes. They buy something that helps achieve a goal that is particular to them and is part of the larger set of interests and values that make them who they are. The hole example helps but doesn’t go far enough.
We all know this. So why does the “drill/holes” example keep coming up, and keep feeling like an insight? To me, this is evidence of just how much we take for granted the misalignment of the interests of businesses and customers — the great business tragedy of the Age of Massness.
But that’s a different story.
Categories: cluetrain, marketing Tagged with: business • interests • marketing
Date: October 6th, 2013 dw