“Sometimes what we know gets in the way of what could be, especially when it comes to the human-made world. We think we already know how something works, so we can’t imagine how it could work”
Corporate & Business Strategy Planning / Execution in the Post Industrial, Digital Economy. Want to know more? Visit me on LinkedIn: www.linkedin.com/in/karlwabst/
Curated by Karl Wabst
“Sometimes what we know gets in the way of what could be, especially when it comes to the human-made world. We think we already know how something works, so we can’t imagine how it could work”
Some very cool ideas. What innovation looks like.
The focus on radical transformation continued throughout the afternoon, as industry thought leaders shared their views on the importance of technical execution, measurement and privacy in creating mobile advertising and experiences that truly connect with consumers. Mobile Engage 2013.
The concept of VUCA is gathering steam as an engine for transformation. A speaker at an Internet Advertising Bureau event advises the crowd that we live in a Volatile + Unpredictable + Complex + Ambiguous world. "The future is evolving before our eyes, more agile approaches are required".
Why does it matter to me? The level of impact of these changes has increased. The amounts of data we are exposed to have vastly increased. The speeds at which situations evolve have gotten faster. Rapid changes in our personal and business lives increase the value of adaptation and leadership. Globalization and automation changed the nature and means of competition. Changes in tangible or “hard” elements are driven by technology.
Improved quality and easier methods of communications allow ideas to spread faster. People, markets, or collectively, cultures have been drastically altered as a result. Communications and culture change are often thought of as “soft” elements. They are harder to influence or quantify.
Some changes seem explosive. Usually, these are the unexpected changes. We need a better way of anticipating the future to reduce volatility.
For more information on VUCA:
Strategic Leadership Primer - US Army War College (originator of VUCA)
It's a VUCA world Presentation by Denise Caron
Managing the people side of risk | McKinsey
Leadership in a Social Era with Stowe Boyd and Paul Greenberg
Key linguistic cues can help reveal dishonesty during business negotiations, whether it's a flat-out lie or a deliberate omission of key information, according to research by Lyn M. Van Swol, Michael T.
The increased prevalence of distance and electronic communications makes it more difficult to rely on facial cues. Learning more about how to spot lies can save you grief.
In addition to this paper, see Pamela Meyer: How to spot a liar | TED Video
Major disasters and conflicts can displace whole populations of people, yet we have no way track these movements with any accuracy.
Behavioral tracking, e.g. following consumer movement by tracking their cell phones can help advertisers to present location-relevant offerings. It can also leave people feeling creeped-out. This has been the focus of privacy groups.
One way to counter the casting of corporations as the villain is to positively change cultural attitudes toward tracking people's movements. Tell stories that communicate the positive effects on real people's lives.
For example, this article describes the potential benefits of using cell phone data to follow people's movements. This capability allows scientists to track disease outbreaks. Governments can provide more accurate resource allocation after a disaster. Smart organizations ought to consider getting these uses of tracking into public view.
The issue of behavioral advertising is relevant to social business transformation. Our devices work by transmitting data, one side of the conversation that can be used to determine needs and wants. The conversation must not be one-sided.
Organizations can use our data to show concern for people's well-being, instead of feeding the perception they are just pushing product. By paying attention to external factors in the region, offers or free product can be targeted to match humanitarian need during crisis. This can bolster corporate image and trust; corporate social responsibility.
This tactic works to convey positive or negative effects, so it should be used wisely. Once corporations improve their trust levels among consumers, levels of customer expectation also increase.
It is important to change people’s attitudes and behaviors within the company to meet new consumer expectations. This requires communication of new corporate strategy. It also requires that employees understand the reason for the change, the personal benefits to them, expectations and how results will be measured.
This improves the odds that employees buy-into the change and start to see themselves as helping other people as part of your corporate mission.
By the way, people are more likely to share their information with you if they trust you.
It’s up to you to decide if you trust Mozilla with your browser data enough to help it make your browser better. Firefox Health Report (FHR) function goes live in Firefox 21.
Browser privacy and security functions are more important than ever. Concerned customers have raised their voices over privacy.
Increased market volatility and the power of social media have combined to create an environment where more transparency is seen as competitive advantage. The result? Privacy isn't dead, again.
Questions still remain whether users understand their responsibilities for their own privacy and security. Will they take time to change the on-by-default Health Report functionality? Do they trust Firefox?
A man in China publicly destroyed his $423,000 Maserati Quattroporte to protest poor dealership service. The owner hired several men to take sledgehammer to the car, but made sure he got excellent social media coverage.
Customers have gained power and a voice through social media. Sometimes their voice feels like a sledge hammer to organisations caught in the cross-hairs. This case involved actual sledge hammers.
The real damage is reputation. Which will it be that people remember? Maserati's brand, or the local dealer that actually caused the bad customer experience?
It must be nice to be that rich, or that crazy.
One of the nice elements of a marketing automation system is the ability to collect data direct from the prospect as well as capture their behavior over time.
Transformation to a social business model means that companies have conversations with individual customers rather than blasting out one-size-fits-all marketing messages.
Marketing automation and personalization, in theory allows marketers to personalize the marketing and web experiences for existing customers and sales prospects alike. Many marketers are struggling to implement personalization.
This involves an internal culture change, not simply adoption of a few automation systems. Why? Customer expectations and privacy concerns have changed. Social media has given customers a voice, and they do not hesitate to use it.
Regulators are listening, and fighting to advance their parties' philosophies while consumers get more frustrated by the lack of action.
Corporations are struggling to adapt old environments where their people, processes and technologies did not have to worry about transparency.
There are a lot of changes taking place, evidenced by struggles for control of data and infrastructure.
Don't be fooled by experts, with hardware or software vendors, telling you it's a technology issue. Look at the big picture. Think about the volatility of the environment you operate within. Likely there is greater uncertainty, complexity and ambiguity. Do you believe it's a problem just waiting for the right technology? Seriously?
With the help of a psychology professor and a Pixar illustrator, Facebook is trying to make our messages a little more emotional.
Communicating the range of human emotion is difficult for social media. Missing facial cues can cause miscommunication and unintended consequences.
As we transform our analogue businesses into social businesses figuring out better ways to communicate becomes an economic and emotional issue.
This is a story of see - feel - change that will make a difference in your life.
U.S. companies appear to have lots of not-so-secret secrets.
A debate everyone has a stake in.
We take so many infrastructure services for granted in the US. Can you imagine the psychological effect if the power grid was hacked (already has happened) and your electricity was turned on or off at someone else’s' will?
There is an iconic Twilight Zone episode about this very subject. Instead of a foreign terrorist cell, the intruder is an alien race. The characters find that the real enemy is already in their minds. The lesson still applies.
The Monsters Are Due on Maple Street (1960). http://www.imdb.com/title/tt0734664/reviews.
With that in mind, think about who you trust to safeguard your data. In the US, people have a healthy distrust of government. At the same time, they freely give boat-loads of personal data to corporations. You can trust corporations!
In the EU, people trust their governments more than corporations. Do you know why? I wrote about this in a blog post back in 2010. Check it out! There are DR Seuss cartoons! Back To Our Future http://outsideofthebox.net/2010/10/24/back-to-our-future/
Another article I recommend is:
The Need for Global Privacy Standards
A hamburger created from bovine stem cells will soon be served in London. The €250,000 (roughly $325,000) burger is the result of years of research
Culture is the big stumbling block to adoption of genetically engineered meat. Many are not aware that this is a battle that has been fought before. Getting people to eat meat they found culturally distasteful was a necessity during WWII.
Check out this article: Why Americans started eating kidney and brains, by the author of The Power of Habit. http://charlesduhigg.com/how-the-government-convinced-americans-to-eat-kidney-and-liver-and-tongue-and-brains/
This was an exercise in culture change. It is also interesting when viewed through a marketing and public policy lens.
How does this tie into social business transformation? It's a good example of how social media powers word of mouth or WOM. Use stories to help others overcome changes in culture, technology, etc.
More about Changing Eating Habits on the Home Front: Lost Lessons
from World War II Research from the Journal of Public Policy & Marketing
Four major Internet service providers are fighting to protect the identities of 1,058 people accused of illegally downloading porn, Forbes reports.
The rise in the number of insecure connections is an inadvertent consequence to the popularity of the Internet for social media, evolving social business and mobile technology.
Consumers have a growing voice but there are some who use the Internet to acquire intellectual property, in this case porn. The same battles have been going on in the music and print industries.
Privacy is not something that many consider. When they do it's not normally focused on the effect of overzealous lawyers. It's past time for us to start talking about this issue.
Most executives take managing risk quite seriously, the better to avoid the kinds of crises that can destroy value, ruin reputations, and even bring a company down. McKinsey
Many organizations overlook people-side risk, often because it is viewed as the soft side of change. Many managers are not comfortable in these waters. HR does the squishy; people stuff, but they don’t know the business.
There are several studies from well-respected firms, e.g. IBM, McKinsey, and Gartner, that show people-issues are one of the most common causes of failure in organizational change initiatives.
There is more change now. There are constant changes to organizational structure, M&A, IPO, and JV. There are new players in the C-Suite; CEOs, CMO, CDOs, etc. The traditional changes to products, technology and compliance are still in play too.
Don’t forget many companies are doing more with less, so employees are stressed and less inclined to take the initiative. That just means extra work.
The levels of uncertainty, complexity and ambiguity rise as a result. The US Army War College recognized the serious impact. They teach change management theory for leaders. Just as in corporate life, change in technology, people’s attitudes and geopolitics affect communications.
Writing new policy and procedures, or installing some new GRC software does not mean your people understand the change, integrate the policy and procedures or tell you when risks begin to materialize. This is the corporate culture aspect of organizational change.
There are good organizational transformation programs that target the people side of change, including risk management. For example, look at John Kotter’s work, and Prosci ADKAR.
Marketing and branding are changing so quickly I wonder whether hardcover textbooks on the subjects will soon be extinct — except as historical surveys.
Social business transformation means (in part) adapting to your customers' needs; adopting and adapting tools, techniques and growing staff to meet new challenges / opportunities.
Exploring the Fifth and Sixth P of Marketing - Brian Solis
Rethinking the 4 P's - Harvard Business Review http://hbr.org/2013/01/rethinking-the-4-ps/ar/1
Many companies, especially some retailers, use an applicant’s credit report in making hiring decisions. Even if your credit is OK, bad data can kill your application.
Many people aren't aware of the multiple ways companies will use the information found on your credit report. Get the straight dope from Privacy Rights Clearing House: https://www.privacyrights.org/Credit-and-Credit-Reports
An additional threat is the growing number of web sites that claim to report people's data by aggregating public information. There may be little awareness or concern about complying with the FCRA.
The Fair Credit Reporting Act is a regulation that says when someone can check your credit, how they can use that data, of they can share it, when you should be alerted to use of your score, and more: http://www.ftc.gov/os/statutes/fcrajump.shtm
You can get a free credit report every year. In addition to alerting you about bad information that can kill your job hunt; it can make you aware of identity theft. Information and links: http://www.consumer.ftc.gov/articles/0155-free-credit-reports.
Look here for info about how your credit score affects your insurance, credit rate, etc. http://www.consumer.ftc.gov/topics/credit-and-loans
Wikipedia on FCRA
News for Privacy Professionals
Mind Your ‘Social’ Presence: Big-data Recruiting Has Arrived
In person, face to face or Word of Mouth is still more prevelant than social media. There are no hardware requirements. Supports multiple levels of OS simultaneously. Value already acknowledged by Marketing, Advertising and Moms everywhere. Popular Add-on: social media channels. Backyard fence optional.
More about The Relationship Between Word of Mouth & Social Media:
Please Don't Tell Anyone Else - Viral's Secret Formula http://sco.lt/8ZKfHl
"Contagious: Why Things Catch On" | What Makes Something Go Viral? http://sco.lt/5N6MV7
Education legend Sir Ken Robinson picked the talks he loves — all full of insight, bright ideas and, of course, creativity.
One of the best things about working in business transformation is that it is part of my job to learn. My undergraduate degree was in social sciences. I took several courses in child development, perception, motivation, etc.
Ted can be a great resource to learn about learning theory, among other great stuff. When I saw this collection, I thought there must be others who enjoy personal, continuous improvement. So, here you go!
New research investigating the levels of job engagement among different occupations in the US reveals that managers, executives and officials may be most committed to their roles. On the other hand, manufacturing and production workers seem to be most uninvested in their employment situation.
Social media is 24/7. Someone is always tweeting, posting on Facebook, or uploading a new picture to instagram. However, for social media managers and businesses alike, this can be quite of a challenge.
If you yell out a message, but there's nobody around to hear it, you are wasting time and money. Worse, your engagement statistics could put your program at risk.
The old spray and pray model is done. Engage people who you value, or the people you want to value you.
Average Customers do not understand corporate silos. Departments may not be connected internally. They lack ability to share data that creates a 360 degree customer view. Customers see 1 company.
Companies continue to leave money on the table. Traditional command and control organizations are organized by internal function, for their own convenience. This is not practical from the customer's perspective. They have no way of understanding the company’s internal configuration.
Why should they know who to talk to? This bewilders customers who hear about all this amazing technology that is supposed to guarantee delightful service.
Expecting seamless integration, they are greeted by phone trees or a CSR telling them they have the wrong department. The customer is left to wait for a transfer to the next right department. They recite the same account details over and over. If frustrated, call back and hope to get someone with a clue.
Is this any way to run an airline, or any business, in the 21st century?
Delta Air Lines Inc. won dismissal of claims it violated California’s Internet privacy law because its mobile-phone application didn’t notify users that personal information, such as their locations, was being collected.
In their attempts to improve customer experience and service offers, many organizations collect personal information, such as the customers’ physical location. These data collection practices create volatility between customers, corporations, State and, Federal government agencies.
America's lack of a federal consumer privacy law continues to create ambiguity and uncertainty in its markets. US data handling practices also affect international markets. For example, the US is not a trusted party to EU-based data transfers, creating overhead for international trade.
When you're faced with an upset customer, client, employee, shareholder, child, parent, spouse, friend, it can actually feel like they're bulging with emotion and about to explode. Don't give advice, but don't just sit there either.
I teach this technique when leading business transformation. It may be social business transformation or for social customer service, communications for credit and collections or negotiation techniques.
Learning to actively listen is a very important skill. Sometimes both sides learn something.
Here's a good resource:
A critical step any manager should take when creating desire to
change is tol isten. The power of true listening and empathy is
often underestimated. In many cases employees simply want to
be heard and to voice their objections. Understanding these
objections can often provide a clear path toward resolution.
Listening can also help managers identify misunderstandings
about the change. Rumors and background conversation often
produce incorrect messages and wrong perceptions. Only
through listening can managers identify these wrong
perceptions and provide a correct and clear story about the
Caution: When engaging in this process, managers should
avoid debating or arguing with employees. The goal is to listen
and understand, and provide clarity about the change.
Prosci's top-10 action steps for managing resistance to change
Perhaps the most widespread tenet of organization in the enterprise is that of command and control, an idea that seems somehow counter to the notion of democratized information. Social business then, it should be no surprise to hear, is forcing companies to reorganize internally.
Social business is not a matter of installing software, writing some blog posts or updating the Facebook Status. This is people and organizational change. Command and control will not simply morph overnight. Trying to transform a business without a structured plan will likely fail.
Check out John Kotter, Prosci's ADKAR and VUCA for more ideas about how to transform your organization.
SXSW 2013: Jeremiah Owyang Talks Social Business
Building Your Social Strategy: Prioritizing the Coming Year – Jeremiah Owyang
Klout, like other disruptive companies, has been trying to figure out the best way to provide value to the people who use it. Klout has definitely succeeded in becoming a noteworthy metric to help identify influencers.
Essentially the scorekeeper is now playing the game. Seems likely that Klout may be canabilizing the model that let it to success.
" In addition to gauging your mojo on Twitter, Facebook and Instagram and the rest, Klout will be measuring Klout clout."
Uncertainty about the future is at an all time high: so much so that the world’s most successful investors are unable to find low-risk investments, and trillions of dollars are sitting on the sidelines.
Although he has valid points, the author writes in an intellectual style that makes his message a bit difficult to digest in an era of sound bites.
This article is worth a read, just don't expect simplicity. Then again, that's sort of the point.
Try looking at "It's a VUCA World" presentation by Denise Caron first (Stu quotes her, by the way) http://sco.lt/82W9oX
WIIFM? Watch this video Leadership in a Social Era with Stowe Boyd and Paul Greenberg
SP 800-53 is the federal government’s “foundational computer security guide,” but it’s now titled, “Security and Privacy Controls for Federal Information Systems and Organizations.” Why should non-government types care?
Public corporations should pay attention to this change. Why? Expect that other audits will incorporate a greater focus on privacy.
Smart CEOs will start preparing your staff for greater emphasis on the value of people’s data. How your company implements Big Data - gathers, stores, analyzes, uses, and destroys sensitive data effects Sales, Marketing, Customer Experience, and Competitive Advantage. Communicate the value of data, and compliance is less onerous.
If your staff thinks the big issue is compliance they don’t understand the digital transformation. You’re smarter than that. Start explaining that it’s not just data. 0s and 1s are raw materials for the future of your business. Lead this change, don’t manage it.
More about the release of SP800-53 here
To understand how this publication effects your business strategy and privacy and security programs:Free Online Course: Applying the NIST Risk Management Framework http://sco.lt/8afFHl