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    <title>Charmed Particles</title>
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    <id>tag:,2009-01-02:/8</id>
    <updated>2010-06-17T05:08:15Z</updated>
    <subtitle>A blog about groups, people, and the communications and media that tie them together</subtitle>
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<entry>
    <title>On Hiatus</title>
    <link rel="alternate" type="text/html" href="http://www.charmedparticles.com/2010/06/on-hiatus.html" />
    <id>tag:www.charmedparticles.com,2010://8.11341</id>

    <published>2010-06-17T05:07:35Z</published>
    <updated>2010-06-17T05:08:15Z</updated>

    <summary>Apologies to all for going dark. I&apos;m currently working with a client on an enterprise project, and they&apos;re not excited about my blogging on related issues. Plus I have no time (shoemaker&apos;s children problem). I&apos;m working on that, and hope...</summary>
    <author>
        <name>Armed Liberal</name>
        <uri>http://www.armedliberal.com/</uri>
    </author>
    
    
    <content type="html" xml:lang="en" xml:base="http://www.charmedparticles.com/">
        <![CDATA[<br />Apologies to all for going dark. <br /><br />
I'm currently working with a client on an enterprise project, and they're not excited about my blogging on related issues. Plus I have no time (shoemaker's children problem). I'm working on that, and hope to be back online soon.<br />
-<br />]]>
        
    </content>
</entry>

<entry>
    <title>Temper, Temper</title>
    <link rel="alternate" type="text/html" href="http://www.charmedparticles.com/2010/03/temper-temper.html" />
    <id>tag:www.charmedparticles.com,2010://8.11261</id>

    <published>2010-03-26T02:10:10Z</published>
    <updated>2010-03-26T02:15:18Z</updated>

    <summary>I&apos;m on the Board of the Long Beach Opera , and last week went to the premiere of Nixon In China (and did I mention that our final performance is on Sunday? You can buy tickets here...). For the first...</summary>
    <author>
        <name>Marc Danziger</name>
        <uri>http://www.charmedparticles.com</uri>
    </author>
    
    
    <content type="html" xml:lang="en" xml:base="http://www.charmedparticles.com/">
        <![CDATA[<br />I'm on the Board of the Long Beach Opera , and last week went to the premiere of Nixon In China (and did I mention that our final performance is on Sunday? <a href="http://www.longbeachopera.org/" target="browser">You can buy tickets here...</a>). For the first half of the first song, the guy sitting directly behind me was stage-whispering to his date. I turned to give him the imploring look, but he had his face buried in her ear, so I reached back and tapped his knee. He started, turned to me, and I gave him a finger to lips gesture. He cursed under his breath and told me to turn around or else.<br /><br />
Now I had a choice at this point. I could have argued with him or escalated further. Or, I could have let it go and accepted the fact that I'd gotten what I wanted - he wasn't talking any more.<br /><br />
It's a basic issue in interpersonal relationships and conflict - how am I going to react? <br /><br />
Looking back at the Nestle social media disaster, I've got to point out that while Nestle was the targeted victim of a deliberate attack, a big chunk of the damage was self-inflicted.<br />

]]>
        <![CDATA[<br />Read this thread:<br /><br />
<center><span class="mt-enclosure mt-enclosure-image" style="display: inline;"><img alt="Nestle.JPG" src="http://www.charmedparticles.com/media/Nestle.JPG" width="461" height="600" class="mt-image-center" style="text-align: center; display: block; margin: 0 auto 20px;" /></span></center><br /><br />
Note the tone of the official Nestle representative.<br /><br />
Oil on troubled waters - or nitromethane on a fire?<br /><br />
Note <a href="http://www.charmedparticles.com/2010/03/social-warfare.html" target="browser">below when I mentioned that in a crisis, almost all people get stupid</a>. One form of the stupidity is to mirror aggressiveness. It's a basic human trait; we bristle when people bristle at us.<br /><br />
Two kinds of people seem to have mastered this reflex - the spiritual (think Dalai Lama) and warriors.<br /><br />
I've had some acquaintance with warriors in my life (note that I'm certainly not claiming to be one...); one stayed at my house when teaching a Field Trauma class I'd put together. John Holschen used to teach Special Forces soldiers martial arts. It's likely that given a bowling ball and a pair of chopsticks, he could kill everyone in any given room - think of him as a real-life Jack Bauer.<br /><br />
And he's one of the gentlest, most unflappable, calmest people I've ever met. Seriously.<br /><br />
So when I have to decide whether to turn around and snarl at the jackass in the seat behind me or not, I've got a role model. And I sat silently and enjoyed the opera, and there was no confrontation - which looks a lot like victory to me.<br /><br />
When you're dealing with your social media presence, keep that in mind.<br />
-<br />]]>
    </content>
</entry>

<entry>
    <title>Social Warfare</title>
    <link rel="alternate" type="text/html" href="http://www.charmedparticles.com/2010/03/social-warfare.html" />
    <id>tag:www.charmedparticles.com,2010://8.11255</id>

    <published>2010-03-24T01:28:01Z</published>
    <updated>2010-03-24T02:11:18Z</updated>

    <summary>In giving my SMB social media talks, the topic of deliberate bad behavior always comes up. &quot;What keeps me from going on Yelp and trashing my competitor down the street?&quot; is a typical question. Or &quot;What if my sister-in-law writes...</summary>
    <author>
        <name>Marc Danziger</name>
        <uri>http://www.charmedparticles.com</uri>
    </author>
    
    
    <content type="html" xml:lang="en" xml:base="http://www.charmedparticles.com/">
        <![CDATA[<br />In giving my <a href="http://www.slideshare.net/marc.danziger/small-business-social-media-v3b-working" target="browser">SMB social media talks</a>, the topic of deliberate bad behavior always comes up. <br /><br />
"What keeps me from going on Yelp and trashing my competitor down the street?" is a typical question. Or "What if my sister-in-law writes a really nice review for me?"<br /><br />
My response is that we're kind of living in the wild, wild west and that until some social norms grow up and we get marshals to enforce them people need to be prepared.<br /><br />
I talk about Jeff Jarvis' "Dell Hell" posts that triggered massive waves that hammered Dell...but I talk about Jeff as the pebble that unleashed the avalanche - not as a 'community organizer' <a href="http://www.ask.com/wiki/Radical_Chic_&_Mau-Mauing_the_Flak_Catchers#.22Mau-Mauing_the_Flak_Catchers.22" target="browser">mau-mauing</a> the corporations.<br /><br />
I've talked with friends about "social DDoS" attacks, where a few thousand people could swarm a social site and in effect trash the community there - I imagined it as a tool Russian or Indian hackers would start using against corporations for money, political opponents would use against each others' campaigns, or activists pushing business or government targets to change.<br /><br />
And now <a href="http://www.greenpeace.org/international/campaigns/climate-change/kitkat" target="browser">Greenpeace</a> is using Nestle's social media presence to <a href="http://jonathan-barnes.co.uk/social-media-warfare-greenpeace-attack-nestle/" target="browser">attack Nestle</a> for its consumption of plantation-grown palm oil.<br />]]>
        <![CDATA[<br />Check out Nestle's <a href="http://www.facebook.com/pages/Nestle/24287259392" target="browser">fan page on Facebook...</a><br /><br />
Regardless of the merits of the underlying case (I have no clue), Nestle is doing a - horrible - job managing the outbreak on Facebook, and in general seems to back on its corporate heels on this.<br /><br />
So what does this mean?<br /><br />
A few critical things for <b>every</b> business out there.<br /><br /><br />
<i>1. Be Prepared</i><br /><br />
First, just as you should be prepared for any other kind of disaster (supplier failure, selling damaged goods, embezzlement, fire, flood, or earthquake) you now need to be prepared for social disasters as well...<br /><br />
...these could be triggered by competitors, by personal enemies, by activist groups looking to make a point. They could be triggered by a misunderstanding that explodes in your face, or you could get caught in the backwash of an attack on your biggest vendor or customer.<br /><br />
What do you do about this?<br /><br />
Well, it happens that in my real life I study crises, from the intimate scale to the global. I'm a kind of preparedness fiend, and believe that it's critical to be able to respond to what the world deals you.<br /><br />
And there are a lot of lessons to be learned here from real-world crises.<br /><br /><br />
<i>2. When it happens, you'll get stupid.</i><br /><br />
The first is that most people's thinking gets shut off when a crisis happens. The higher functions of judgment and perspective are the first to go. That's why planning is so important.<br /><br />
Because you <b>can</b> think clearly about crises before you're in them. Which is why you should do at least some thinking before the crisis happens.<br /><br /><br />
<i>3. Make a plan.</i><br /><br />
What should a plan be? That will vary widely by your scale, resources, and degree of desired control. It could be a set of three-ring binders that you rehearse once every six months. Or it could be a 3 x 5 card pushpinned to the wall next to your desk. Both extremes will have some common points:<br /><br />
For starters, know what you'll do if you need help. Identify the appropriate responders - whether Facebook's customer service group, a local social media expert who you trust, a global agency with social media capabilities - whoever is appropriate to the scale and domain of your business.<br /><br />
Next, define who will do what. Most companies I know delegate actual social media presence to the young...and unwise. That's not great for a variety of reasons, but when you get in trouble - go read the Nestle Facebook threads - it can lead to disaster. Senior, authoritative voices need to step in.<br /><br />
How do you deal with an angry mob online? Much like you'd deal with an angry crowd in the real world. Engage, listen, defuse. Seek third parties to balance the discussion. set boundaries on behavior, not content - and aggressively police behavior while making it clear that you're not policing content.<br /><br /><br />
<i>4. What's the wrong thing to do?</i><br /><br />
Hunker down, deny, get a megaphone and broadcast denials.<br /><br />
Doing it right doesn't mean that you'll calm the waters completely. But you should be able to split the reasonable parts of the crowd from the unreasonable, and show the unreasonable as being - unreasonable and thus less attractive.<br /><br /><br />
<i>5. What should Nestle have done?</i><br /><br />
Well, first of all, as soon as the objections (to the farming process that is used to harvest the palm oil they use in their products) were publicly raised, they should have researched them and developed articulatable defenses.<br /><br />
This is a critical step. There's a famous military theorist named <a href="http://en.wikipedia.org/wiki/John_Boyd_(military_strategist)" target="browser">John Boyd</a>, who talks about guerilla warfare in '<a href="http://en.wikipedia.org/wiki/AirLand_Battle#Patterns_of_Conflict" target="browser">Patterns of Conflict</a>.' On slide 18, he says:<br /><br />
<blockquote><i><b>Action:</b><br /><br />
Undermine guerilla cause and destroy their cohesion by demonstrating integrity and competence of government to represent and serve needs of the people - rather than exploit and impoverish them for the benefit of a greedy elite.*<br /><br />
Take political initiative to root out and visibly punish corruption. Select new leaders with recognized competence as well as popular appeal. Ensure that they deliver justice, eliminate grievances and connect government with grass roots.*<br /><br />
<snip><br /><br />
*If you cannot realize such a political program, you might consider changing sides.</i></blockquote><br /><br />
It's a critical lesson for this situation - <b>if you can't articulate a clear defense against the claims being made against you - don't defend yourself, change</b>. Explain how you're changing, when it will happen, and what it will look like.<br /><br />
Again - I don't know enough about Greenpeace's charges against Nestle to begin to know whether they are defendable or not.<br /><br />
What would a defense look like? Credible ecologists talking objectively about the impact of the farming techniques, with facts in support. Workers on plantations talking about the economic impacts of the available jobs. Things like that could be credible arguments - if true and defendable.<br /><br />
If not? Then Nestle should explain how in the near future they will be certifying their growers, or replacing the product with another that has lower impacts.<br /><br />
Each business out there should know what the likely problems will be. Are you a restaurant? Did someone's reservation get missed? For their anniversary dinner? And when you eventually seated them, they got food poisoning?<br /><br />
Now - while you're calm and not facing a mailbox full of hostile emails - list the four or five 'most likely' disasters that could lead to a social storm. How would you reply to each of them? Make some notes, and at 1am when you're looking at a Facebook fan page full of vitriolic comments - those notes might give to a first step into solving the problem.<br /><br />
It is kind of the wild, wild, west out here in social media world. And that means that for a while you need to learn to be a peacekeeper.<br /><br />
Just remember that in the real Old West they did a lot more talking than they did shooting...<br />
-<br />]]>
    </content>
</entry>

<entry>
    <title>The End Of Publishing&apos;s End</title>
    <link rel="alternate" type="text/html" href="http://www.charmedparticles.com/2010/03/the-end-of-publishings-end.html" />
    <id>tag:www.charmedparticles.com,2010://8.11244</id>

    <published>2010-03-18T18:05:35Z</published>
    <updated>2010-03-18T18:05:49Z</updated>

    <summary>A great, smart video from the UK (h/t Gerard VanderLeun)...watch the whole thing. -...</summary>
    <author>
        <name>Marc Danziger</name>
        <uri>http://www.charmedparticles.com</uri>
    </author>
    
    
    <content type="html" xml:lang="en" xml:base="http://www.charmedparticles.com/">
        <![CDATA[A great, smart video from the UK (h/t <a href="http://americandigest.org/mt-archives/issues_episodes/clever_the_future_of_publ.php" target="browser">Gerard VanderLeun</a>)...watch the whole thing.<br /><br />
<center><object width="640" height="385"><param name="movie" value="http://www.youtube.com/v/Weq_sHxghcg&color1=0xb1b1b1&color2=0xcfcfcf&hl=en_US&feature=player_embedded&fs=1"></param><param name="allowFullScreen" value="true"></param><param name="allowScriptAccess" value="always"></param><embed src="http://www.youtube.com/v/Weq_sHxghcg&color1=0xb1b1b1&color2=0xcfcfcf&hl=en_US&feature=player_embedded&fs=1" type="application/x-shockwave-flash" allowfullscreen="true" allowScriptAccess="always" width="425" height="385"></embed></object></center><br />
-<br />]]>
        
    </content>
</entry>

<entry>
    <title>Social Media And The Small Business - Yet Again</title>
    <link rel="alternate" type="text/html" href="http://www.charmedparticles.com/2010/03/social-media-and-the-small-business---yet-again.html" />
    <id>tag:www.charmedparticles.com,2010://8.11243</id>

    <published>2010-03-17T14:11:12Z</published>
    <updated>2010-03-17T14:11:33Z</updated>

    <summary>I&apos;ve said it before, and I&apos;ll say it again - SMB that thoughtlessly adopt the big business strategies of personalization and outreach in social media may or may not be doing themselves a favor. In today&apos;s WSJ - &apos;Entrepreneurs Question...</summary>
    <author>
        <name>Marc Danziger</name>
        <uri>http://www.charmedparticles.com</uri>
    </author>
    
    
    <content type="html" xml:lang="en" xml:base="http://www.charmedparticles.com/">
        <![CDATA[<br />I've said it before, and I'll say it again - SMB that thoughtlessly adopt the big business strategies of personalization and outreach in social media may or may not be doing themselves a favor.<br /><br />
In today's WSJ - '<a href="http://online.wsj.com/article/SB10001424052748703909804575123691040422082.html?mod=WSJ_Small+Business_LEADNewsCollection" target="browser">Entrepreneurs Question Value of Social Media.</a>' (probably behind a paywall) It's not that they're Luddites...
<blockquote><i>Last year, social-media adoption by businesses with fewer than 100 employees doubled to 24% from 12%, says a survey released in January of 2,000 U.S. entrepreneurs from the University of Maryland's Smith School of Business and Network Solutions LLC, a Web-services provider in Herndon, Va.<br /><br />
Meanwhile, a separate survey of 500 U.S. small-business owners from the same sponsors found that just 22% made a profit last year from promoting their firms on social media, while 53% said they broke even. What's more, 19% said they actually lost money due to their social-media initiatives. </i></blockquote>
Here's <a href="http://www.slideshare.net/marc.danziger/small-business-social-media-v3b-working" target="browser">my old Slideshare deck</a> on the topic...<br />
-<br />]]>
        
    </content>
</entry>

<entry>
    <title>A Tale Of Two Media...And Their Revenue Models</title>
    <link rel="alternate" type="text/html" href="http://www.charmedparticles.com/2010/03/a-tale-of-two-mediaand-their-revenue-models.html" />
    <id>tag:www.charmedparticles.com,2010://8.11240</id>

    <published>2010-03-15T18:52:54Z</published>
    <updated>2010-03-15T19:04:29Z</updated>

    <summary>So let&apos;s be clear - all media companies are struggling as both the basic models they operate under (online and offline) are challenged, and as the economy means they no longer have the cushion of good times. Let&apos;s look at...</summary>
    <author>
        <name>Marc Danziger</name>
        <uri>http://www.charmedparticles.com</uri>
    </author>
    
    
    <content type="html" xml:lang="en" xml:base="http://www.charmedparticles.com/">
        <![CDATA[<br />So let's be clear - all media companies are struggling as both the basic models they operate under (online and offline) are challenged, and as the economy means they no longer have the cushion of good times.<br /><br />
Let's look at two responses to the problem.<br /><br />
The LA Times ran an ad that wrapped the front page for the film Alice In Wonderland; that was controversial, but what made it deeply controversial is that the ad was designed with copy and font to look like the Times' front page...with an ad layered on top of it.<br /><br />
<span class="mt-enclosure mt-enclosure-image" style="display: inline;"><img alt="LA-Times-Alice-In-Wonderland-Ad.jpg" src="http://www.windsofchange.net/media/LA-Times-Alice-In-Wonderland-Ad.jpg" width="299" height="600" class="mt-image-center" style="text-align: center; display: block; margin: 0 auto 20px;" /></span><br /><br />
It's eye-catching to be sure, and the Times supposedly got well over a half-million dollars for it.<br />]]>
        <![CDATA[<br />But it <a href="http://www.thewrap.com/ind-column/la-times-sell-disney-entire-front-page-14953" target="browser">cost the Times something</a> as well. 
<blockquote><i>Robert Niles, a former journalism instructor at USC commented on replacing the front page with ads stating, "It's a pretty dangerous road to go down for any news organization to actually sell advertising that covers up your news reporting. It really shows a lack of respect for the audience and a lack of confidence in your editorial product." </i></blockquote>
Worse, it leverages the actual credibility of the Times - the logo, type and headlines - to make them a part of the ad experience itself.<br /><br />
The Times has done this before.<br /><br />
And while it's a nice hit, and helps "keep the doors open" as publisher Eddie Hartensen said - how much does it drain the social capital of the Times to do this?<br /><br />
How would we know? Well, we might look at circulation rates, <a href="http://articles.latimes.com/2009/oct/27/business/fi-newspapers27" target="browser">which are falling faster for the Times</a> than for its peer papers (3Q 2009 - 11.1% for the LAT as opposed to 7.3% for the NYT and 6.4% for the Washington Post).<br /><br />
By running ads like this, the Times treats its readers with contempt - they are eyeballs to be sold, rather than an audience to be cultivated.<br /><br />
Let's take a (much smaller) counterexample.<br /><br />
Ars Technica is a moderate-sized geek website (about 850K uniques/month per <a href="http://siteanalytics.compete.com/arstechnica.com/" target="browser">Compete</a>) that realized they had problems with their readers' ad-blocking software.
<blockquote><i>The technology site <a href="http://arstechnica.com/" target="browser">Ars Technica</a> has a tech-savvy group of readers, of which about 40 percent have installed ad-blocking software in their web browsers. That's a plugin that allows you to avoid seeing most ads on a site. The financial consequence for Ars is "devastating", editor-in-chief Ken Fisher explained  in a post. Ars sells ads based on impressions, not clickthroughs - which means it takes a big financial hit because of browsing habits of its users.<br /><br />
On Friday evening, Ars tried an experiment: Readers running ad blockers got a blank page instead of the story they intended to read. The move was a technical success, but caused an uproar (and confusion) among users. In hindsight, Fisher told me, the site's experiment in retribution was the "wrong approach," causing confusion among many readers.</i></blockquote>
So they took a step to protect and grow their revenues and screwed up.<br /><br />
What happened next?
<blockquote><i>But the experiment still generated positive returns for the site's bottom line. Fisher <a href="http://arstechnica.com/business/news/2010/03/why-ad-blocking-is-devastating-to-the-sites-you-love.ars" target="browser">wrote a lengthy post on Ars</a> (similar to many the site has run before) about its goals and why ad blocking was a big problem for the site:</i>
<blockquote><b>My argument is simple: blocking ads can be devastating to the sites you love. I am not making an argument that blocking ads is a form of stealing, or is immoral, or unethical, or makes someone the son of the devil. It can result in people losing their jobs, it can result in less content on any given site, and it definitely can affect the quality of content. It can also put sites into a real advertising death spin.</b></blockquote>
<i>And since Saturday, Fisher has received about 1,200 emails from users saying they had whitelisted the site - meaning they had told their ad-blocking software it was okay to show Ars' ads. Based on Ars data from IP addresses, 25,000 users whitelisted the site in a 24-hour period - evidence that the goodwill the site has built up with its audience could be converted into user acts of generosity.</i></blockquote>
So Ars Technica took a stand - but explained it to its audience and explained that revenue is critical to the site. They treated their audience as partners and adults - and in return, got a significantly positive response from them.<br /><br />
The LA Times apparently lost 100 subscriptions over the Alice ad, and the only commentary about it is on the <a href="http://latimesblogs.latimes.com/readers/2010/03/readers-find-ad-curiouser-and-curiouser-.html" target="browser">Reader's Representative page</a>, which simply notes the consternation the ad caused, and leavens it with "but we have to's."<br /><br />
I don;t think the response from the Ars Technica readers was generosity - it was self-interest. They wanted to keep reading the site, and if it takes removing ad-blocking software, many of them were willing to do so.<br /><br />
Why is it that we can't imagine the LA Times treating its readers in the same way as a medium-sized technology blog? What would that look like - and how would it work??<br /><br />
<br /><br />
]]>
    </content>
</entry>

<entry>
    <title>Graffiti Bridge</title>
    <link rel="alternate" type="text/html" href="http://www.charmedparticles.com/2010/03/graffiti-bridge.html" />
    <id>tag:www.charmedparticles.com,2010://8.11212</id>

    <published>2010-03-01T23:57:26Z</published>
    <updated>2010-03-01T23:57:43Z</updated>

    <summary>(With apologies to the used-to-be and now-is-again artist Prince) I was talking to a potential client last week, and was getting pushed back because their current social media efforts aren&apos;t doing much for them. In fact, they are pretty negative....</summary>
    <author>
        <name>Marc Danziger</name>
        <uri>http://www.charmedparticles.com</uri>
    </author>
    
    
    <content type="html" xml:lang="en" xml:base="http://www.charmedparticles.com/">
        <![CDATA[<br /><i>(With apologies to the used-to-be and now-is-again artist Prince)</i><br /><br />
I was talking to a potential client last week, and was getting pushed back because their current social media efforts aren't doing much for them. In fact, they are pretty negative. They have added comments to articles and whitepapers on their website, and to be generous the comments are horrible.<br /><br />
Not just horrible as in mean to the brand, but a snakepit of trolldom, angry ad hominem and content-free commentary.<br /><br />
"See!" they tell me. "We put the comment system up, and look what happened!"<br /><br />
Here is where I mentally bang my head against the conference table.<br /><br />
"Look," I explain. "What's the difference between an alley in Beverly Hills and an alley in Compton?"<br /><br />
Blank look.<br /><br />
"No tagging on the buildings in BH. Why? because it's obvious that the people in change care. When graffiti goes up, it's gone the next day. The homeowners actually use the alleys and the police actually patrol them.<br /><br />
In Compton? Not so much. Which is why taggers are free to do their worst.<br /><br />
When you put up a comments system and walk away, you're creating Compton."<br /><br />
"So how do I create Beverly Hills?"<br /><br />
"Participate!" Participate in your own discussion forums. Make every author who writes something agree to go to the forums and engage at least twice a day. Make it part of their job."<br /><br />
Because if you're setting up forums and walking away, you're just creating unmonitored back alleys where people are going to feel free to express their worst attributes.<br /><br />
Don't do that.<br /><br />
For some tips on how, see <a href="http://www.charmedparticles.com/2009/02/building-quality-communities.html" target="browser">this post</a>.<br />
-<br />
]]>
        
    </content>
</entry>

<entry>
    <title>A Five-Minute Social Media Strategy Exercise</title>
    <link rel="alternate" type="text/html" href="http://www.charmedparticles.com/2010/02/a-five-minute-social-media-strategy-exercise.html" />
    <id>tag:www.charmedparticles.com,2010://8.11194</id>

    <published>2010-02-17T21:34:59Z</published>
    <updated>2010-02-17T21:45:24Z</updated>

    <summary>I&apos;m one of those people who believe that things are almost always simpler than we think. Too often we make things less clear as we try and describe things - we make them hard to understand with a fog of...</summary>
    <author>
        <name>Marc Danziger</name>
        <uri>http://www.charmedparticles.com</uri>
    </author>
    
    
    <content type="html" xml:lang="en" xml:base="http://www.charmedparticles.com/">
        <![CDATA[<br />I'm one of those people who believe that things are almost always simpler than we think. Too often we make things less clear as we try and describe things - we make them hard to understand with a fog of language that hides a lack of conceptual rigor and clarity. We - all - get caught in this as we try and engage the language rather than the underlying concepts.<br /><br />
I had lunch with a prospective client last week; she has a company that offers a SaaS component that integrates two components in enterprise HR systems.<br /><br />
So we sit down and I ask her to explain what she wants to do; she gives me an explanation.<br /><br />
She has been - abstractly - interested in 'socializing' her apps, and recently she's been hearing from customers that she needs to "make them social."<br /><br />
"What does that mean?" I ask.<br /><br />
She's not 100% sure.<br /><br />
Sadly, we're not at a restaurant with a paper tablecloth, so I grab some paper from my briefcase and with her input, sketch out a fast process map of her software. A 35,000-foot map, to be sure. Then I create clouds of the people who are using it.<br /><br />
"Now," I ask, "who talks to who today?"<br /><br />
And we map out connectors for existing conversations.<br /><br />
"And who do you think should talk to who but doesn't?"<br /><br />
More connectors.<br /><br />
"And how do people talk to you with complaints or suggestions?"<br /><br />
Another connector.<br /><br />
Suddenly we've mapped out a high-level conversation-flow and defined three or four areas where implementing conversation would add value to her product.<br /><br />
We haven't nearly delivered a solution, or even a solution map - but we've defined the solution space.<br /><br />
I ask her one more question..."How would we know if we were right?"<br /><br />
And we agree to think about a plan to quickly survey users and participants and validate what we've discussed here - the first step in my engagement if it goes that far.<br /><br />
So just for fun - take a problem that you've got and map the overall 'connectors' of conversation that you have (often not through official channels), and that you'd like. Do they line up? Does the idea of a conversational 'connector' even begin to make sense?<br /><br />
I have two contradictory frustrations here: We don't yet have a common language for mapping and conceptualizing conversations in the ways that we map and conceptualize dataflow (yes I know about network maps). And second, in our efforts to map and 'guide' conversations in ways that offer business value, we risk losing the emergent structures that are at the heart of the value of conversation.<br /><br />
I need to think more on both of those...<br />
-<br />

]]>
        
    </content>
</entry>

<entry>
    <title>Doing It Really Wrong And Making It Right</title>
    <link rel="alternate" type="text/html" href="http://www.charmedparticles.com/2010/02/doing-it-really-wrong-and-making-it-right.html" />
    <id>tag:www.charmedparticles.com,2010://8.11192</id>

    <published>2010-02-16T23:17:25Z</published>
    <updated>2010-02-17T00:43:53Z</updated>

    <summary>We&apos;ve all got TSA horror stories (my favorite is the time at MCO that I was threatened with arrest for moving some of the plastic tubs from one line - where there were lots - to our line - where...</summary>
    <author>
        <name>Marc Danziger</name>
        <uri>http://www.charmedparticles.com</uri>
    </author>
    
    
    <content type="html" xml:lang="en" xml:base="http://www.charmedparticles.com/">
        <![CDATA[<br />We've all got TSA horror stories (my favorite is the time at MCO that I was threatened with arrest for moving some of the plastic tubs from one line - where there were lots - to our line - where there were none).<br /><br />
Here's a horror story with a small social media angle...some screeners in Philadelphia forced a disabled 4 year old's parents to remove his leg braces - then had him hobble through the metal detector. His parents were (understandably and justifiably) infuriated, and <a href="http://www.philly.com/inquirer/home_region/20100215_Daniel_Rubin__Another_case_of_TSA_overkill.html" target="browser">after a local newspaper columnist covered the story...</a>
<blockquote><i>On Friday, TSA spokeswoman Ann Davis said the boy never should have been told to remove his braces.<br /><br />
TSA policy should have allowed the parents to help the boy to a private screening area where he could have been swabbed for traces of explosive materials.<br /><br />
She said she wished Thomas had reported the matter to TSA immediately. "If screening is not properly done, we need to go back to that officer and offer retraining so it's corrected."<br /><br />
Davis also said TSA's security director at the airport, Bob Ellis, called Thomas last week to apologize. He gave Thomas the name of the agency's customer service representative, in case he has a problem at the airport in the future.</i></blockquote>
So here's my social media hook. Why do we need the intervention of a newspaper before someone gets - privately - the name and contact info for a customer service representative?<br /><br />
Why isn't that name on a sign over the metal detectors?<br /><br />
And - for your customers - when something goes really, really wrong who can your customers find on your website to talk to? <br /><br />
Who should they be talking to?<br /><br />
Because remember, customer service is the new sales.<br />
-<br />
]]>
        
    </content>
</entry>

<entry>
    <title>Doing It Right</title>
    <link rel="alternate" type="text/html" href="http://www.charmedparticles.com/2010/02/doing-it-right.html" />
    <id>tag:www.charmedparticles.com,2010://8.11176</id>

    <published>2010-02-02T00:42:42Z</published>
    <updated>2010-02-02T00:47:17Z</updated>

    <summary>So I have a bunch of hobbies, and - shockingly - am on email lists or discussion boards for many of them. That&apos;s the core power of social media - the ability to find and join highly specialized conversations that...</summary>
    <author>
        <name>Marc Danziger</name>
        <uri>http://www.charmedparticles.com</uri>
    </author>
    
    
    <content type="html" xml:lang="en" xml:base="http://www.charmedparticles.com/">
        <![CDATA[<br />So I have a bunch of hobbies, and - shockingly - am on email lists or discussion boards for many of them.<br /><br />
That's the core power of social media - the ability to find and join highly specialized conversations that are specifically relevant to you.<br /><br />
On one of my email lists today, one of the members - not a frequent contributor, but a participant - jumped into a conversation about a $2,000 product another of the listers was thinking about buying.<br /><br />
He is subscribed under his corporate email - he works for <a href="http://leupold.com/" target="browser">Leupold</a>, a competing manufacturer in the space - and he gave a precise and thoughtful critique of the product that was being considered, informed by his professional expertise.<br /><br />
He wrapped up by hinting at some products that were currently under wraps, and promised to let us know about them as soon as he could.<br /><br />
That's pretty darn good; it raises my trust in his company, piques my interest in his future products, and leaves me with a contact in a vendor whose products I already own.<br />
-<br />]]>
        
    </content>
</entry>

<entry>
    <title>On Newspapers And Monetization</title>
    <link rel="alternate" type="text/html" href="http://www.charmedparticles.com/2010/01/on-newspapers-and-monetization.html" />
    <id>tag:www.charmedparticles.com,2010://8.11174</id>

    <published>2010-01-28T17:21:15Z</published>
    <updated>2010-01-28T17:27:35Z</updated>

    <summary>Here&apos;s a document I did for a friend who&apos;s a newspaper editor. I left out a huge monetization stream from lead gen and affiliate sales, but otherwise it seems pretty on point: A Modest Proposal For The [Xxxxxx] NewspaperView more...</summary>
    <author>
        <name>Marc Danziger</name>
        <uri>http://www.charmedparticles.com</uri>
    </author>
    
    
    <content type="html" xml:lang="en" xml:base="http://www.charmedparticles.com/">
        <![CDATA[<br />Here's a document I did for a friend who's a newspaper editor.<br /><br />
I left out a huge monetization stream from lead gen and affiliate sales, but otherwise it seems pretty on point:<br /><br />
<center>
<div style="width:477px;text-align:left" id="__ss_3016406"><a style="font:14px Helvetica,Arial,Sans-serif;display:block;margin:12px 0 3px 0;text-decoration:underline;" href="http://www.slideshare.net/marc.danziger/a-modest-proposal-for-the-xxxxxx-newspaper-3016406" title="A Modest Proposal For The [Xxxxxx] Newspaper">A Modest Proposal For The [Xxxxxx] Newspaper</a><object style="margin:0px" width="477" height="510"><param name="movie" value="http://static.slidesharecdn.com/swf/ssplayerd.swf?doc=amodestproposalforthexxxxxxnewspaper-100128112609-phpapp02&stripped_title=a-modest-proposal-for-the-xxxxxx-newspaper-3016406" /><param name="allowFullScreen" value="true"/><param name="allowScriptAccess" value="always"/><embed src="http://static.slidesharecdn.com/swf/ssplayerd.swf?doc=amodestproposalforthexxxxxxnewspaper-100128112609-phpapp02&stripped_title=a-modest-proposal-for-the-xxxxxx-newspaper-3016406" type="application/x-shockwave-flash" allowscriptaccess="always" allowfullscreen="true" width="477" height="510"></embed></object><div style="font-size:11px;font-family:tahoma,arial;height:26px;padding-top:2px;">View more <a style="text-decoration:underline;" href="http://www.slideshare.net/">documents</a> from <a style="text-decoration:underline;" href="http://www.slideshare.net/marc.danziger">Marc Danziger</a>.</div></div>
</center><br />
-<br />]]>
        
    </content>
</entry>

<entry>
    <title>The Three-Axis Problem - Conversations ABOUT, WITH, and AMONG</title>
    <link rel="alternate" type="text/html" href="http://www.charmedparticles.com/2010/01/the-three-axis-problem---conversations-about-with-and-among.html" />
    <id>tag:www.charmedparticles.com,2010://8.11160</id>

    <published>2010-01-20T18:33:50Z</published>
    <updated>2010-01-20T18:35:31Z</updated>

    <summary>Like most people I&apos;m often kind of amazed when my mouth does my thinking for me - both good amazed and bad amazed. yesterday, meeting with a prospective client, and trying to explain the way I think through the problem...</summary>
    <author>
        <name>Marc Danziger</name>
        <uri>http://www.charmedparticles.com</uri>
    </author>
    
    
    <content type="html" xml:lang="en" xml:base="http://www.charmedparticles.com/">
        <![CDATA[<br />Like most people I'm often kind of amazed when my mouth does my thinking for me - both good amazed and bad amazed. yesterday, meeting with a prospective client, and trying to explain the way I think through the problem of implementing social media I improvisationally explained something well enough that I want to get it down in text before I forget it.<br /><br />
What I explained is that "social media in the enterprise is a three-axis problem."<br /><br />
The three axes are:<br /><br />
ABOUT<br />
WITH<br />
AMONG<br /><br />
...as in conversations ABOUT you, conversations WITH you, and conversations AMONG you.<br /><br />
And that you need to solve the problem in all three, but prioritize the axes based on the specifics of the organization and its situation.<br />]]>
        <![CDATA[<br />So let's take a moment and amplify what I mean by 'ABOUT, WITH, AMONG.'<br /><br />
Conversations about you are conversations that people are having - literally - about you. When I comment about a restaurant on Yelp, that's part of a conversation about that restaurant. When Dave Carroll put up 'United Breaks Guitars,' that was part of a conversation about United. <br /><br />
That is to say that United and the restaurant weren't involved in the conversations - but the conversations were still deeply important to the restaurant and United.<br /><br />
Conversations with you are conversations that outsiders have with you - about you, them, or issues of common interest. I'm conversing with Southwest Airlines on the 'Nuts About Southwest' blog, or when I make a recommendation to Starbucks on the My Starbucks Idea storm (Ideastorm site).<br /><br />
Conversations with you are the obvious indicator of brand engagement, and also are - if really used - the tool to keep issues from spinning out into negative conversations about you (if Dell had talked to Jeff Jarvis, would he have written 'Dell Hell'?? If United had talked with Dave Carroll, would he have made 'United breaks Guitars'??).<br /><br />
And finally, conversations among employees and team members are an often overlooked part of the use of social media.<br /><br />
I developed my interest in social media through studying agile management processes. In the seminal article on empowered teams - <a href="http://users.rcn.com/jcoplien/Patterns/Process/QPW/borland.html" target="browser">Borland Software Craftsmanship: A New Look at Process, Quality and Productivity</a> - by James Coplien the summary jumped out at me:
<blockquote><i>The Borland Quattro Pro(tm) for Windows (QPW) development is one of the most remarkable organizations, processes, and development cultures we have encountered in the AT&T Bell Laboratories Pasteur process research project. The project assimilated requirements, completed design and implementation of 1 million lines of code, and completed testing in 31 months. Coding was done by no more than eight people at a time, which means that individual coding productivity was higher than 1000 lines of code per staff-week. The project capitalized on its small size by centering development activities around daily meetings where architecture, design, and interface issues were socialized. Quality assurance and project management roles were central to the development sociology, in contrast to the developer-centric software production most often observed in our studies of AT&T telecommunications software. Analyses of the development process are "off the charts" relative to most other processes we have studied.</i></blockquote>
The document analyzes the inner workings of the team, and points out a number of significant things:
<blockquote><i>We most frequently use a natural force-based network analysis to analyze organization data collected in the Pasteur data base. This analysis produced an adjacency diagram. In these diagrams, a default repelling force is established between each pair of roles. There is also an attracting force between pairs of roles that are coupled to each other by collaboration or mutual interest; a stable placement occurs when these forces balance. Figure 2 shows the picture that results by applying this analysis to QPW. There are several things worth noting in these pictures that set them apart from most other organizational process models we've made. Here is a summary of those properties:
<blockquote>The QPW process has a higher communication saturation than 89% of the processes we've looked at. The adjacency diagram shows that all roles have at least two strong connections to the organization as a whole. The project's interaction grid is dense. The coupling per role is in the highest 7% of all processes we have looked at. This is a small, intensely interactive organization.<br /><br />    
There is a more even distribution of effort across roles than in most other processes we've looked at. The roles in the adjacency diagram are shaded according to their intensity of interaction with the rest of the organization. In the QPW process, Project Manger and QA glow brightly; Coders a little less so; Architect, Product Manager, and Beta Sites are "third magnitude stars"; and Tech Support, Documentation, and VP still show some illumination. Most "traditional" processes we've studied show a much higher concentration of interaction near the center of the process. That is, most other processes comprise more roles that are loosely coupled to the process than we find in QPW. That may be because QPW is self-contained, or because it is small. It may also be because the process was "intense": a high-energy development racing to hit an acceptable point on the market share curve.</blockquote></i></blockquote>    
That's an academic way of saying that 'everyone communicated with everyone else' and that communication isn't channeled through a few people - 'everyone gets to talk.'<br /><br />
Those are pretty good principles for social media, as well.<br /><br />
And given that a major goal of most organizations I deal with is efficiency, showing that you can get that by flattening communications hierarchies, while also empowering employees and so 'turning them on' is a benefit of social media that is often overlooked (which is why I'm quoting so much about it).<br /><br />
So if we step back a second, we see conversations inside the organization; conversations crossing the organizational boundary, and conversations outside the organization.<br /><br />
A simplified set of goals is to manage all three; to encourage positive (constructive, approving) conversations outside the organization, while welcoming negative conversations across the organizational boundary (how else are you going to engage problems?), while encouraging rich (widely distributed, emergent) conversations within the organization.<br /><br />
This week, I'll try and write more about all three, as well as strategies for making them interact (using conversation with to change and trigger conversation about...).<br />
-<br />]]>
    </content>
</entry>

<entry>
    <title>Kudzu Content</title>
    <link rel="alternate" type="text/html" href="http://www.charmedparticles.com/2009/12/kudzu-content.html" />
    <id>tag:www.charmedparticles.com,2009://8.11128</id>

    <published>2009-12-15T00:29:04Z</published>
    <updated>2009-12-15T00:29:35Z</updated>

    <summary>Over the weekend, I was reading ReadWrite Web and TechCrunch about &apos;content farms&apos; like Demand Media and the new Aol. MacManus and Arrington are deeply worried about what they see (MacManus): So is the Web becoming awash with low-quality content...</summary>
    <author>
        <name>Marc Danziger</name>
        <uri>http://www.charmedparticles.com</uri>
    </author>
    
    
    <content type="html" xml:lang="en" xml:base="http://www.charmedparticles.com/">
        <![CDATA[<br />Over the weekend, I was reading ReadWrite Web and TechCrunch about 'content farms' like Demand Media and the new Aol. <br /><br />
MacManus and Arrington are deeply worried about what they see (<a href="http://www.readwriteweb.com/archives/content_farms_impact.php" target="browser">MacManus</a>):
<blockquote><i>So is the Web becoming awash with low-quality content produced by content farms like Demand Media, Answers.com and now AOL? Yes it is.<br /><br />
From my analysis of Demand Media and similar sites, such content is very generic and lacks depth. While I wouldn't go as far as wikiHow founder Jack Herrick and say that it "lacks soul," it certainly lacks passion and often also lacks knowledge of the topic at hand. Arrington's analogy with fast food is apt - it is content produced quickly and made to order.</i></blockquote>]]>
        <![CDATA[(<a href="http://www.techcrunch.com/2009/12/13/the-end-of-hand-crafted-content/" target="browser">Arrington</a>)
<blockquote><i>So what really scares me? It's the rise of fast food content that will surely, over time, destroy the mom and pop operations that hand craft their content today. It's the rise of cheap, disposable content on a mass scale, force fed to us by the portals and search engines.<br /><br />
On one end you have <a href="http://www.techcrunch.com/2009/07/29/aol-newsroom-now-has-wow-1500-writers/" target="browser">AOL and their Toyota Strategy</a> of building thousand of niche content sites via the work of cast-offs from old media. That leads to a whole lot of really, really crappy content being highlighted right on the massive AOL home page. <a href="http://www.bloggingstocks.com/2009/12/10/aol-i-mean-aol-did-not-tank/" target="browser">This article, for example, is just horrendous</a>. One of AOL's own blogs trashes the company's spinoff, rambles for miles without any real point, and adds a huge factual error to top things off ("the company is losing money"). Hiring a bunch of people who couldn't keep their old media jobs and don't have the stomach to go out on their own and then slapping little or no editorial oversight onto these masses of sub-par journalists leads to an inevitable conclusion - cheap, crappy content. And that crappy content is given a massive audience on the AOL portal.<br /><br />
On the other end you have Demand Media and companies like it. See Wired's "<a href="http://www.wired.com/magazine/2009/10/ff_demandmedia/" target="browser">Demand Media and the Fast, Disposable, and Profitable as Hell Media Model.</a>" The company is paying bottom dollar to create "4,000 videos and articles" a day, based only on what's hot on search engines. They push SEO juice to this content, which is made as quickly and cheaply as possible, and pray for traffic. It works like a charm, apparently.</i></blockquote>
They're concerned that a mediaspace now occupied by either paid content creators (mainstream media) or upstart entrepreneurial individuals (folks like Arrington and MacManus - and far down the food chain, me) will get overwhelmed by homogenized, rapidly produced, unthoughtful content that will become invasive <i>kudzu content</i> and wipe out all the local species.<br /><br />
I'm not as concerned as they are (then again, I don't have as much at stake...).<br /><br />
I'm not concerned because - first of all - the markets have a way of rewarding quality. There's Wendy's and McDonalds fast food, and there's <a href="http://www.yelp.com/biz/in-n-out-burger-redondo-beach#hrid:8OVbUlA0R1DkUaSSdhXuOA/src:search/query:in%20and%20out%20burgers" target="browser">In and Out</a> fast food. And there's even <a href="http://www.yelp.com/biz/umami-burger-los-angeles" target="browser">Umami Burger</a> fast food.<br /><br />
The ecology is big enough for all of them, and In and Out and Umami Burger survive and prosper even in the face of the immense marketing clout of Wendy's and McDonalds.<br /><br />
And yes, Wendy's and McDonalds dwarf In and Out which in turn dwarfs Umami Burger - but you don't have to have a topline of billions to have a thriving business.<br /><br />
Secondly, the presumption is that the aggregate quality of media will decline in the face of this mass production. To which my only response is "Really?"<br /><br />
Look, one thing that blogging - and doing a bit of second hand and even second-rate journalism has done for me is to expose the genuine disaster that is modern journalism and media.<br /><br />
I'm not talking about politicization of left-right, or anything except the inability of the media that I read on a regular basis to do their basic job and to adequately curate and develop information that's important to their communities.<br /><br />
Look, we just can't get a lot worse.<br /><br />
The economic picture for people employed in media is going to get worse, however, as they begin to compete with the "Momerazzi" (moms with digital cameras) and amateur writers and proofreaders and others who are willing to do a small chunk of work for some extra cash.<br /><br />
In my mind, the person who ought to annoyed by all this is Neil Stephenson, who wrote about just such an information ecology in his book "Diamond Age" I can't find my copy to scan a lengthy excerpt, but he suggest that acting and writing are at the time of his book subject to a network of real-time demand and bidding which allows anyone to bid for five minutes of work.
<blockquote><i>It paid well because of the high payer/payee ratio. Miranda provisionally accepted the bid. One of the other host roles hadn't been filled yet, so while she waited, she bid and won a filler job. The computer morphed her into the face of an adorable young woman whose face and hair looked typical of what was current in London at the moment; she wore the uniform of a British Airways ticket agent. "Good morning, Mr. Oremland," she gushed, reading the prompter.</i></blockquote>
I'm kind of looking forward to this...I think we will see dynamic near-realtime markets for information where topicality and quality are both important.<br />
-<br />]]>
    </content>
</entry>

<entry>
    <title>Danziger&apos;s (Hierarchy of Survival) Law</title>
    <link rel="alternate" type="text/html" href="http://www.charmedparticles.com/2009/12/its-more-of-a-hierarchy.html" />
    <id>tag:www.charmedparticles.com,2009://8.11089</id>

    <published>2009-12-12T03:02:01Z</published>
    <updated>2009-12-23T17:59:46Z</updated>

    <summary>It&apos;s more of a &apos;hierarchy&apos; than a law, but I always wanted a law...here&apos;s something I just put together for a presentation I&apos;m doing tomorrow that&apos;s so right, Jack Black should have done it. It&apos;s a hierarchy for small business...</summary>
    <author>
        <name>Marc Danziger</name>
        <uri>http://www.charmedparticles.com</uri>
    </author>
    
    
    <content type="html" xml:lang="en" xml:base="http://www.charmedparticles.com/">
        <![CDATA[<br />It's more of a 'hierarchy' than a law, but I always wanted a law...here's something I just put together for a presentation I'm doing tomorrow that's so right, Jack Black should have done it.<br /><br />
<span class="mt-enclosure mt-enclosure-image" style="display: inline;"><img alt="Danziger's Law" src="http://www.charmedparticles.com/media/Hierarchy_1.JPG" width="519" height="329" class="mt-image-center" style="text-align: center; display: block; margin: 0 auto 20px;" /></span><br /><br />
It's a hierarchy for small business survival in the marketing sphere. Maybe even for big business. I'll explain tomorrow afternoon...]]>
        
    </content>
</entry>

<entry>
    <title>The Future of Media is (Shockingly!) Conversational</title>
    <link rel="alternate" type="text/html" href="http://www.charmedparticles.com/2009/11/the-future-of-media-is-shockingly-conversational.html" />
    <id>tag:www.charmedparticles.com,2009://8.11084</id>

    <published>2009-11-16T22:02:22Z</published>
    <updated>2009-11-16T22:02:51Z</updated>

    <summary>The kind folks at eMediaVitals.com - an online site dedicated to the profession of journalism - were kind enough to invite me to put up an article building on my remarks to the LA Press Club a few weeks ago....</summary>
    <author>
        <name>Marc Danziger</name>
        <uri>http://www.charmedparticles.com</uri>
    </author>
    
    
    <content type="html" xml:lang="en" xml:base="http://www.charmedparticles.com/">
        <![CDATA[<br />The kind folks at eMediaVitals.com - an online site dedicated to the profession of journalism - were kind enough to invite me to put up <a href="http://bit.ly/4kpCWw" target="browser">an article</a> building on <a href="http://www.charmedparticles.com/2009/10/me-on-media.html" target="browser">my remarks to the LA Press Club</a> a few weeks ago.<br /><br />
Here's the opening:
<blockquote><i>Every media brand in existence is working to build a community.<br /><br />
Most of them won't succeed.<br /><br />
Many won't succeed because the business organizations that are trying to implement the communities are themselves crumbling, caught in a downdraft of declining revenues, causing cuts resulting in declining quality which leads to declining audiences who pay less and are less valuable to advertisers - and so on.<br /><br />
And some won't succeed because they are doing community wrong - treating it as an adjunct, a bolt-on feature, or a simple expansion of "letters to the editor."<br /><br />
That's not community, it's not going to drive audience 'engagement,' and it's not going to lead to sustainable new business models.</i></blockquote>
Go read the whole thing, as they say...<br />
-<br />]]>
        
    </content>
</entry>

</feed>
