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November 5, 2009

What not to do, American Airlines Edition

I’ve often written here regarding social media, and the ‘world’ it inhabits, one of interaction, where instead of carefully choosing interactions with a mind for secrecy, The Incompetence of American Airlineswe carefully choose secrets with a mind for interaction. Obviously not everything can be ‘open’ (to do so would in many cases be more confusing than helpful, as twitter or facebook can often show us) but then the old fortress mentality is both unattractive to public opinion and in this time of rapid advance, often harmful in its effects on business practice itself.

Enough from me, though, check this out:

A FEW MONTHS AGO, I wrote an article expressing my displeasure with American Airlines‘ hideous online presence. I also spent some time mocking up a redesigned version of their website. To my surprise, a user experience designer at AA.com emailed me an amazing response describing some of the design problems faced in large corporations.

An hour after I posted the response, American Airlines fired Mr. X.

Read the whole thing (it isn’t long.) It is sad, perhaps, to have a non-disclosure agreement which prevents what the author suggests is a needed innovation. Sometimes business reality prevents much being done as a result of even helpful commentary from customers, and often for large corporations a comments box is open so that ‘cranks’ (people who are irate) have some place to vent.

But when things are genuinely wrong, or could be better, it is not unreasonable to interact with customers. Granted sometimes this conversation can be harmful rather than helpful – anyone who has seen an order messed up by mistake at say, McDonald’s, can recall how temper mostly just serves to cause the problem to be resolved slower. Especially this is true when the person who receives the criticism has no power to act on it. It would be rather pointless to take the cashier to task in McDonalds for the poor quality of their ketchup.

It is our sincere hope – and we think it is for many other companies – that Twitter, Facebook, MySpace and other venues can be a place for conversations like the one Mr. X got fired for.

Of course, to be fair, the size of the company matters (as bureaucracy tends to scatter power rather than delegate it) and a large company, like AA often has little choice but to keep following its present policies. Internal politics, arcane rules, and just plain human limitation all play roles.

All in all, the new landscape is difficult for those who have the most power in it – in mass media, and in money, it is large corporations. But their method is largely impersonal, and even when their icons work, it still feels like puppetry.

October 5, 2009

We ask: What is Google Wave?

Filed under: News,Technology — Tags: , — Garth @ 12:18 pm

We’re not alone:

‘Collaborative tool’, we’re told, is the best description of Google Wave. It is seemingly designed to combine the technology of email, threaded forum conversations, mash-ups, instant messaging, video, word-processing and power points to enable a new level of collaboration. Will it be free? (We wouldn’t mind hosting our own.) But before we can make any kind of real comment, give an opinion, or share information and tips, we’ve got one thing to ask: “Where’s our invitation?”

Seems like a lot of people are asking the same thing.

October 1, 2009

JCK’s Five to Follow on Twitter

Filed under: Jewelry,Marketing,Press,Technology — Tags: , — diamondadmin @ 3:27 pm

TwitterOCTOBER 1, 2009: Samuelson’s Diamonds, the premier downtown diamond destination in Baltimore, Maryland, was mentioned as one the five most important groups to follow on twitter:

Retail jeweler Ron Samuelson, owner, Samuelson’s Diamonds, Baltimore, operates @SamuelsonsRocks for the store and @DiamondBuyer as his personal account.

Follow Ron to learn how to seamlessly utilize personal and professional Twitter accounts. For example, Ron talks about music (he’s in a band) on the @DiamondBuyer account, striking up friendships with other Twitterers with similar interests—involving them in what he does professionally. When these new friends need help buying a diamond, they’re likely to call him.

Samuelson’s Diamonds looks forward to the many opportunities which still await in upcoming next-generation networking technologies, of which Twitter is an important part.

The original article is located here: Five to Follow on Twitter | JCK Online

September 11, 2009

Twitter Changes the Rules?

Biz Stone (or so we might think) dropped me a message my gmail inbox yesterday, indicating that Twitter had changed its terms of service. What has caught most people’s eye is the following:

Advertising—In the Terms, we leave the door open for advertising. We’d like to keep our options open as we’ve said before.

This is of great interest to larger players, especially some big media:  Who in the main seems skeptical (I will leave it to the reader to determine who ‘some analysts’ are):

Some analysts are skeptical that advertising will catch on in a meaningful way on social networks, arguing that companies are reluctant to juxtapose their brands with unpredictable, and potentially offensive, user-generated content.

This doesn’t seem like a change in policy, but it is being billed as one. Twitter wants in on the ad action, and 9/10/2009 marks the crossing of the Rubicon.

Another important thing for twitterers to remember: There is a follow limit.

If you follow too many people, there is no way you can keep up with everyone’s updates in your home page.  If you’re following more than 2000 people, you’re missing quite a few updates from many people you follow.  You can view a profile page to catch up with someone’s latest updates.

It seems to be hard and fast set at 2000, but what about the thousands of people who are following more? It is unclear how this effects everyone, but here is my analysis:

Following does not imply friendship, and Twitter is encouraging instead the use of following for listening, and the use of @ messages as a more proper way of communicating. This means that users actual relationships are entirely informal as far as the system is concerned (an interesting choice) and given that Tweekdeck automatically searches for ‘@yourname’ messages it is actually pointless to follow people you don’t want to hear from unless they address you.

This doesn’t address the issue of social pecking order, of personal pride and prestige, but I would (almost) say Twitter is getting themselves out of the business of providing it.

If you want to hear from me, give me a shout at @riverc. Or you can hit up Ron at @diamondbuyer or any of us at @samuelsonsrocks. Nothing to it.

August 14, 2009

Ron Samuelson explains how Social Media can Boost Your Bottom Line

AUGUST 14, 2009: Ron Samuelson, CEO of Samuelson’s Diamonds, the premier downtown diamond destination in Baltimore, Maryland was interviewed by the National Jeweler publication about their involvement in online social media:

Ron Samuelson, chief executive of Samuelson’s Diamonds in Baltimore, Md., has taken that philosophy to the extreme. On his 12-year-old Web site, he offers links to the company’s official Facebook page, Twitter account and MySpace profile. He’s also got links to his personal blog and Facebook, Twitter and LinkedIn profiles.

As if all that weren’t enough, a year ago Samuelson created a Facebook fan page simply called “Diamonds,” that has since amassed 260,000 fans, all of whom he can blast with updates about his business. While some of those fans live as far away as Australia and Saudi Arabia and therefore have little value to him as potential customers, he does not underestimate the value of free marketing.

“People ask me, ‘Do you get business from this? How do you have the time?’” Samuelson says. “That’s my job. The old way of doing things is handwriting tickets, making double your investment and those days are over. Young guys getting engaged–they’re all on Facebook. It’s like going to a big party.”

Samuelson is such a strong believer in the power of digital marketing that the JCK Show tapped him to lead a roundtable discussion in Las Vegas on May 31 titled “Become a Digital ‘Rock’ Star.” Naturally, Samuelson promoted it via Facebook and is also offering his consulting services to jewelers who need guidance on where to begin.

(Note: the aforementioned diamonds fan page now has closer to 280,000 fans.)

Samuelson’s Diamonds maintains its focus on interactive marketing and online networking in the digital age. Find us on Twitter, Facebook, Youtube and Flickr, and look for Ron Samuelson on various other mediums, including his blog.

The original article is available here: “Can social networking boost your bottom line? | National Jeweler

May 7, 2009

Will Technology Make You a Better Person?

Filed under: Opinion,Technology — Tags: , , , , , , , — Garth @ 11:01 am

koyaanisqatsi patchwork

These days, the self-help book is ubiquitous. Everyone’s got a solution for everyone else – or at least a significant enough portion of everyone else to convince a publisher to lay out money for a printing. But our attraction to self-help goes deeper: we are made to believe by various popularizers that various technologies and products will solve our problems. (Bowflex, anyone?) Since when was technology ever something other than a technique – a means – to attain a particular end?

Well, it’s not right to say we’re made to believe it; there’s no argument. We’re presented what we may assume are the results.

And so in the world of image it might seem that all it takes is an allergy pill to move us into that eternal spring day (how this works in January is not discussed.)

Not to be overly facetious (too late by three paragraphs) but,  Everything that competes must also compete in how it sells itself. From this we remember – ‘sex sells’. This is not ‘the whole bill of goods‘ as they used to say, though. Sex sells is simply a part of selling you the better you; the you that you want to see or be. (What do you think the appeal of Poetry.com was?)

So here’s the doozy: Do you think that we are being sold the internet (for recall that even though the internet is essentially free, a computer and an internet connection are NOT.) on the premise it will make us better people?

Watch a Comcast ad; a Verizon ad, see Dell and Mac. Do you suppose that people who have computers and the internet are better overall – because they are connected to information they would not otherwise have, can communicate faster, can buy things that might have been out of their reach, and so forth?

Doesn’t the fact that we’re racing to get computers cheap enough so that most people in the ’3rd World’ can have one say what we refuse to say explicitly, the elephant in the room? Have you ever recommended to someone, based on their circumstances, that they NOT use the internet, that they AVOID purchasing a computer? For reasons other than budget?

If you’re reading this entry, probably not. In fact, if you’re reading this on a Mac, you can probably add style and sophistication to the benefits of that technology you would consider recommending.

Okay, take the Bowflex that I mentioned earlier. Anyone with enough money can buy an exercise machine and let it sit in their basement, unused. That is to say, the lazy man is still lazy. The technology does nothing to change that. What the machine can do is allow him to make a better use of his time exercising. But the machine will not make him that ripped gentleman who is always curling his bicep – and who wears more body oil than a medieval king.

What about the Internet? Does it really make people better? I can get an invitation digitally over Facebook instead of in the mail, and each message is ‘free’, but that is only if I have all of the things necessary. Facebook is faster, but those who don’t want to respond, or can’t make decisions, still fail to say ‘yes or no’ to your invitation. You know it!

The gossipers still gossip; the oddballs still are oddballs. The jerks find a way to keep being jerks; people keep their secrets secret. Sure, books get published online, and news gets spread faster via blogs and people get called out for corruption.

But has corruption in DC ceased because of the internet? Have the budgets been balanced? Have men come together in like mind? The fact that newspapers are dying because they gave their content away for free will be a lesson for future newspapers (and still existing ones.) – the lesson? Don’t.

Has anything really changed?
Come Together
Nope.

Facebook and Twitter will not make you a better person. They might not even make you a better-informed person. Heck, they could just make you a more distracted, less focused person. So for whatever reason you use a new technology, consider it a means to an end.

The question we should ask always is, “What does it do?” and “Do I want to do that?”

With the use of Twitter and Facebook around the world rising, clearly there is a market for “being distracted every 5 seconds by random conversation around the world.” Of course, we call it the ‘Status Update.

Sounds hypocritical, maybe, that the technology guy is writing like a Luddite!

To be fair, I prefer to get my distraction by reading and writing blog posts.

Humor and self-deprecation aside, my point is that the world of the internet is not any different than the world outside of it. The more it is used and the easier it is to use the more it will look like the rest of our society.

So no, technology won’t make you a better person. It won’t make you a worse person either – it will just change the means by which you do what you already do.

And that’s worth thinking about.

April 24, 2009

Ron’s TV Debut

Filed under: News,Technology — Tags: , , , — Ron @ 3:38 pm

Had a great time giving away a diamond necklace and talking about business, Baltimore, Facebook and even playing some music – check it out here and enjoy!

March 19, 2009

Facebook Changes Home Page, For Better Or Worse?

I wanted to write an opinion piece of this subject, even though it is now comparatively old news.

Facebook | Welcome to Your New Home Page

The biggest part of the new home page is your improved News Feed, or the stream of content that’s most relevant to you. The stream lets you know what’s happening right now in your world by showing you everything your friends and other connections, such as celebrities, athletes and politicians, are sharing. The stream also makes it simple for you to comment on content and participate in conversations in real-time.

This is the salient point, of everything I’ve heard at the office, among friends, and over the social networks themselves. How is Facebook different than Twitter now?

Obviously it is insofar as it offers more features – photo, video, highlights, notes, fan pages, groups, events… but is it now nothing more than Twitter platinum?

Also, those features are available with Twitter, though not integrated in the site. Vimeo and youtube for video, delicious, digg, and stumbleupon for links, blogger, wordpress and tumblr for notes, orkut, gotomeeting, forums and barcamp for groups, e-vite, email lists and google calendars for events…

It would seem in retrospect that Facebook is intending to build a easy-to-use semi-private internet within the internet… but moving on…

That is to say, what distinguishes Facebook’s home page interface from Twitter is now basically gone. On one hand, it makes sense for Facebook, because if they are trying to make a user-friendly semi-private internet, they would want to go with the most popular version of a particular feature. For ‘status updates’ it is currently Twitter.

Facebook brings together disparate parts or features that are popular from the internet, and allows you to have a ‘world’ – an intra-net of sorts – that belongs to you and your friends and family.

But I’ve heard complaints. The new Home page is too immediate for older (or less frenetic) people. I want to know what interesting things my friends said or did on Facebook in the past day, or maybe week; which might be notes or videos that other of my friends liked or commented on.

People who enjoy a slower pace of life, who aren’t so concerned about what is going on right now, will be repulsed. And my good friends who don’t update very often but are nonetheless of great importance to me will get swallowed up in a deluge of status updates.

The relative stickiness of certain things – like fan page adds (which are gone now entirely it seems) – seems to be a thing of the past. I like my selective ‘filtered’ world; and I’ll bet many others do as well.

Finally, the constant distraction level of Twitter (versus the old Facebook homepage) is much greater. This means that I will not be able to be on Facebook during work, possibly, at all. There is a good reason why I stay away from Twitter (or TweetDeck) for most of the day, unless I’m doing research or networking.

Does this move compromise Facebook’s position?

I am saying, yes. But I don’t know if it matters.

The two big factors for me are

1. The Loss of Fan Page ‘adds’ as sticky events on your home page (a source of viral actions) and

2. The conversion of the front page to a non-hierarchical stream. Basically, the home page is gone now.

Well, you get what you pay for, you know?

March 5, 2009

Social Media Shakeups this Week

Filed under: News,Opinion,Technology — Tags: , , , , , , , — Garth @ 5:22 pm

Is the ‘World beginning to crack’ for Myspace?
MySpace Executives Leave to Join Start-Up – WSJ.com

Three MySpace executives, including Amit Kapur, the chief operating officer and a rising star, are leaving the company to work on a start-up.

Here is an interesting interview about MySpace (I’ve discovered I know almost nothing about its history, despite its popularity)
Q&A: Stealing MySpace Author Julia Angwin | Epicenter from Wired.com

They also did one other thing: They didn’t believe in Friendster’s rigid model, which is, by the way, the same as Facebook’s rigid model of trying to be who you are. MySpace was willing to let people be who they wanted to be.

A change in Facebook’s newsfeed and in their fan (business) pages.
Facebook Launching New Real-Time Homepage

In other changes, Facebook is overhauling its Pages system to make them more like profiles, with the addition of status updates from the page owner. Think of it as essentially user profiles for those with a big audience (Facebook has a 5,000 friend limit on regular profiles) – users who will have the new page format starting later today will include U2, CNN, and Michael Phelps. Other Pages users will be able to migrate to the new style through next week.

Plus an amusing article about those fake celebrity profiles on facebook:
Confessions of a Facebook Social Climber – WSJ.com

I recently became friends with Charlie Sheen — but not exactly. It’s a little complicated. You see, I’ve spent the past three months moving up the Facebook social ladder, “friending” more and more important people every day.

And finally, in a recession, it is unsurprising that free content should be popular:
YouTube in Numbers: 1 Month, 100 Million US Viewers, 6.3 Billion Videos

YouTube is, unsurprisingly, doing great again. In January, 100.9 million visitors viewed 6.3 billion videos on the popular video sharing service, surpassing the 100 million viewers milestone in the US for the first time.

See you next week.

February 26, 2009

More Interesting Links

Filed under: News,Technology — Tags: , , , , , , , , — Garth @ 12:46 pm

This week, I came across some things I thought I’d share. It's a Bird, It's a Plane

First, for those who are a bit ‘Web 2.0 Illiterate’ we have: A Social Media Glossary! (I even learned something. What’s a Quantcast? Will I ever need to know? These and other questions answered…)

Secondly, an insightful opinion piece: Six reasons why Facebook is losing its way ; (Let the Betting begin! What is Xobini? This has some info.)

I have a take on this myself. Facebook is very reliable about some information, like, who your friends are, where you live, whether you’re male or female, your name, and even your social connections. But it isn’t very reliable about your preferences and your hobbies (and most of all, your needs!)

This means in layman terms that if you as a marketer or advertiser want to reach people, you will still be shooting blind. Is it better than putting ads on specific blogs, sites or networks? We’ve tested it out, and we have to say, inconclusive. The dividing between guys and gals, the fairly decent area network accuracy, the age information – very good! But better? Currently the ‘ad software’ on facebook itself is nowhere near what Google has, and competition is still lower (so we can’t say what your bang for your buck might be in the long run.) Jury’s out.

Also, for fun: Twitter Fail Whale Tattoo is Awesome, Kinda (And THIS. Plus a tons of nerdy tattoos. What is the ‘fail whale‘? You will have to use Twitter to find out.)

Have a good weekend, folks. We’ve got ‘secret projects’ to work on over here!

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