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5 minute question

December 22nd, 2006 | Comments | Posted in Building Community

In the first of what will hopefully become an ongoing series, I’d like to pose a question:

If you had 5 minutes with an inquisitive marketing manager, what would you want to make sure they learned about working with fans/community?

Anything goes, and if you’d like to participate feel free to email me (jake at communityguy dot com), post in the comments, or post on your own blog. If you do participate, I’ll post a link (or your content) here so we can collect the Ultimate List.

UPDATE: Check out the responses here!

DSLR Summit Idea!

December 21st, 2006 | Comments | Posted in Business Strategy

The incredibly talented Thomas Hawk has proposed doing a DSLR photography summit in San Francisco. Even if you’re not in SF, this is the kind of event that would be worth a trip. If you like the idea, pop over and leave a comment to help Thomas gauge interest.

Need your feedback

December 21st, 2006 | Comments | Posted in Blogging/Podcasting

For a while now I’ve been using the del.icio.us function that automatically uploads links to this blog based on things I’ve posted recently to del.icio.us.

Is this interesting to you? Would you rather me stick to only real blog entries, even if there may be several days (or let’s be honest, a week) between them?

Give me your feedback, I’d dying to know!

links for 2006-12-21

December 21st, 2006 | Comments | Posted in Daily Links
  • Make your presents count this year. Find meaningful, help the world type presents with this site.
    (tags: gifts)
  • My friends at ClickHere have put together a fun Christmas-related site. If you thought you knew nog, you were wrong. Find out how wrong at this site.
    (tags: christmas)

Bloggers are not remora fish

December 21st, 2006 | Comments | Posted in Blogging/Podcasting

Not to belabor a much written about topic, but I had to respond to the recent opinion piece in the Wall Street Journal about blogs, blogging, and bloggers called: "The Blog Mob: Written by fools to be read by imbeciles."

Before I share my thoughts, I’d like to clarify something on behalf of the author of this poorly written piece. While he rails on blogging generally, he’s really talking about political/world affairs blogging. It’s clear that he doesn’t understand that not every blogger is trying to be a journalists. Some simply want to share with friends the struggles of motherhood, for instance.

Now that this lowly, clueless blogger has helped the big strong journalist actually do his job, let’s look at what he had to say.

The blogs are not as significant as their self-endeared curators would like to think. Journalism requires journalists, who are at least fitfully confronting the digital age. The bloggers, for their part, produce minimal reportage. Instead, they ride along with the MSM like remora fish on the bellies of sharks, picking at the scraps.

For a second, let’s assume that I agree with this premise that bloggers are simply nothing more than useless parasites who ride on the backs of "real" journalists, simply republishing existing mainstream media content. If that were the case, how useless would they be, at least for news agencies? After all, news agencies are driving by traffic/readership/viewership. If an army of bloggers are republishing and spreading your content, isn’t that a good thing for your business?

As you can imagine, I don’t believe for a second that bloggers are "remora fish". The relationship is more symbiotic, whether journalists enjoy that symbiosis or not. The author talks about how important the journalistic checks and balances is to the world and to politics. But who’s watching the watchers?

More importantly, blogs (especially the political kind) serve to activate the masses. For years, we’ve heard countless rantings, rumblings, and ruminations that the country has lost their interest in the political system. We hear that Americans simply don’t care about politics and world affairs anymore. In no small part this disinterest has been driven by a near total lack of influence on the system itself by the regular people (the imbeciles, as Rago calls us). But with blogs, we have a new found ability to influence policy, to participate in the system, and to make demands on our leaders, and yes, our journalists. Politicians and journalists don’t often see eye to eye, but apparently they both dislike the bloggers equally because of their ability to hold them to task.

More success is met in purveying opinion and comment. Some critics reproach the blogs for the coarsening and increasing volatility of political life. Blogs, they say, tend to disinhibit. Maybe so. But politics weren’t much rarefied when Andrew Jackson was president, either. The larger problem with blogs, it seems to me, is quality. Most of them are pretty awful. Many, even some with large followings, are downright appalling.

Skipping over the obvious dig on the incredible prose "Most of them are pretty awful", let’s look at the point that "quality" is the biggest issue with blogs. Quality is relative to the net you cast. In a discussion about the relative quality of journalism, I could claim that most journalism if "pretty awful" if I included any and all journalism, including high school newspapers, student papers, and cutting room floor material. Mainstream journalism simply isn’t as transparent as blogging, and clearly this journalist hasn’t done enough research on the subject to understand that.

We rarely encounter sustained or systematic blog thought–instead, panics and manias; endless rehearsings of arguments put forward elsewhere; and a tendency to substitute ideology for cognition. The participatory Internet, in combination with the hyperlink, which allows sites to interrelate, appears to encourage mobs and mob behavior.

And I’m proud of it! Mob behavior isn’t always a bad thing.

Because political blogs are predictable, they are excruciatingly boring. More acutely, they promote intellectual disingenuousness, with every constituency hostage to its assumptions and the party line. Thus the right-leaning blogs exhaustively pursue second-order distractions–John Kerry always providing useful material–while leaving underexamined more fundamental issues, say, Iraq.

Kinda like how "real" journalists are hostage to their White House Press Passes? I defy you to watch a White House press conference (or any government press conference) and see any journalist in the crowd actually reporting. Certainly they ask questions, certainly they record answers. But how many push back when the President or any government official start in with their canned answers, their redirects, their political bullshit? When the President is asked a significant question about the situation in Iraq and answers with an angry, bullshit, off-topic answer, how many times to the journalists in the audience actually say "Sorry Mr. President, I don’t feel you actually answered my question"? Yeah, being held hostage isn’t limited to bloggers and their leanings.

This is a symbiotic relationship. We’re all in this together. Mainstream media, your job is to help us see what we couldn’t otherwise see. Our job is to make sure you stay grounded. Working together we can do great things. The more we talk about how stupid each other are, the worse off we both are.

Promoting the Z-listers

December 20th, 2006 | Comments | Posted in Blogging/Podcasting

I love this idea! People around the web have been sharing their "Z list" favorites, as a way to balance out the Technorati "A list". The problem with Technorati’s list has always been that the strong always get stronger, while the little guy stays unknown. So here’s to helping the little guy.

This effort has now turned into a meme going around, so I’m tagging my friends:

Here’s the list, shuffled up a bit to help spread the wealth.

And now my additions:

Community Information From Wikipedia

December 19th, 2006 | Comments | Posted in Building Community

I’ve been doing some digging around Wikipedia lately as I’ve been reading up on traditional sociology. I have collected a few interesting links and thought I’d share for anyone interested.

I’m sure there’s even more I didn’t find, but there you go.

Adobe fails the customer service test. Miserably.

December 18th, 2006 | Comments | Posted in Uncategorized

Wow.

That’s the only word I can use to describe the Adobe customer service experience I just had. And not in a good way. So here’s the recap:

I use an Intel-based MacBook Pro for work. I need to buy Photoshop CS2 to do some of my graphics tasks. I’ve hesitated to spend $700+ dollars on CS2, since it doesnt have Universal support (i.e. optimized for the Intel chips). Adobe has just posted the CS3 beta, which has Universal support, which requires a CS2 serial number to use. Fair enough, I can live with the serial number limitation.

But I didn’t want to spend $700+ on CS2, only to have to spend another $700+ when CS3 launches in "Spring 2007" (according the Adobe Web site). After spending 20 minutes digging around the Adobe Web site to find info on the licensing issues, I gave up and called the 800 number.

The phone system gave me four options, one of which was general customer service. I chose this option and was immediately given hold music. No message that I was being transferred, no notification of hold time, nothing. After waiting 40 minutes, I hung up. I called back and this time selected product sales. My hold time? 1 minute. Priorities are clear, no?

I was asked for my name (clearly in preparation for kicking off an ordering process I wasn’t ready to start), and instead responded "Actually, I just have a quick licensing question". I posed my question and was told that there would be a $169 upgrade fee when CS3 came out. I asked if I could avoid this extra upgrade fee if I waited a bit longer, thus closer to the launch of CS3. She said no, because they didn’t know when the product would launch. I made a comment about it being listed on the site as "Spring 2007", so perhaps I should wait until early 2007?

This is when things really went off the rails.

The rep, a female named Tony/Toni got really irritated. She said she wouldn’t leak information and potentially lose her job. (To be clear, I made no request, overt or covert, for her to leak anything) I told her I was just referring to information listed on Adobe.com. Almost as though she’d never heard me say this, she launched into a fairly harsh response, explaining that the standard product cycle for Creative Studio is 1 – 1.5 years. This therefore means  CS3 is at least a year away from launch, and how nothing formal had been announced about CS3. (Jake’s note: Other than the ability to download the CS3 beta currently on Adobe.com)

From here the conversation fell apart quickly, reaching a point where I asked: "I’m sorry but I have upset you in some way?". She responded that she was simply upset she couldn’t answer my questions to my satisfaction and how she didn’t even know who she was talking to (remember – I skipped over the formal information collecting stage). Both of these points were made in the same overly irritated tone that she had now adopted.

Quite honestly, this is exactly what I expected from Adobe. This is exactly the experience I’ve had with Adobe for years. This type of behavior towards consumers is exactly what I had feared when Adobe bought Macromedia. I hear from my former Macromedia, now Adobe employee friends that Adobe has made a real effort to keep the amazing consumer focus that Macromedia was always able to pull off. I don’t see it, at least not in the customer service department.

Boy, I’m really excited now to spend nearly a $1000 ($700+$169+taxes and shipping) on a single piece of software. Would someone be willing to kick me in the head while enter my credit card number on amazon in order to complete the overall experience?

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Jake joins the AMA

December 18th, 2006 | Comments | Posted in Business Strategy

Watch out world, Jake is now legit. Well, at least more legit. That’s right, I’m now a certified member of the American Marketing Association (AMA).

They have a pretty impressive organization, and I’m proud to be a member!

WOMMA Interview with CoBRANDiT

December 18th, 2006 | Comments | Posted in Events and Speaking

At the recent WOMMA Summit, Owen from CoBRANDiT interviewed me about community stuff. Other than an unflattering camera angle, I’m pretty impressed with the overall product Owen (and team)  knocked out. Click the image to check it out.