1. Did Charles Darwin launch Web 2.0…

    Saturday, 30 Jun 2007 3 Comments Posted by:

    Ok…maybe not.  But as a distraction, I picked up the latest National Geographic (July2007) and sat back for a read and behold, the article that jumps out at me is "The Genius of Swarms:  Ants, bees, and birds teach us how to cope with a complex world." 

    swarm

    Wow…what a great alternative way to describe the value of mass collaboration.

    One method of describing community never works for everyone, so whenever I can add to my portfolio some great new examples that tell the story, I take note.  In fact, it’s not unusual for part of the resistance to this emerging trend to be some form of "it’s not natural."  It’s not hierarchical like a normal businesses, so how can these apparently leaderless communities accomplish anything, much less do so efficiently.

    Well, thank you National Geographic.  The article explores how collective behaviors in nature have enabled many species to survive, thrive and solve seemingly impossible problems.  For years, scientists have been mapping, studying and simulating these swarm tactics in an effort to both understand it and to apply it to business problems.  Overall, the article asks a very important question…THE question: "How do the simple actions of individuals add up to the complex behavior of a group?"

    A few of my favorite parts of the article:

    Deborah Gordon (Stanford biologist):  "If you watch an ant try to accomplish something, you’ll be impressed with how inept it is.  Ants aren’t smart.  Ant colonies are."  …as colonies they respond quickly and efficiently to their environment.  (swarm intelligence).

    I love this term…"Swarm intelligence" -  Though I think it would be a mistake to assume "swarm idiocy" also doesn’t exist – though this may be unique to human swarms:)

    One key to an ant colony, for example, is that no one’s in charge.  No generals command ant warriors.  No managers boss ant workers.  The queen plays no role but to lay eggs. Even with half a million ants, a colony functions just fine with no management at all – at least none that we would recognize.  It relies instead upon countless interactions between individual ants, each of which is following simple rules of thumb.  Scientists describe such a system as self-organizing.

    I describe such a system as an online community. Simple rules of thumb are the code of conduct (written or unwritten norms) in a community.  Yes, ok, many communities benefit from some moderation/leadership in some form, but these are not leaders in a hierarchical sense – in fact, they are able to lead precisely because it is not a hierarchy, and if they leave others fill the space.

    The bees rules for decision-making – seek a diversity of options, encourage a free competition among ideas, and use an effective mechanism to narrow choices.

    Nice job Dell…lovin’ Ideastorm.

    That’s the wonderful appeal of swarm intelligence.  Whether we’re talking about ants, bees, pigeons, or caribou, the ingredients of smart group behavior – decentralized control, response to local cues, simple rules of thumb – add up to a shrewd strategy to cope with complexity.

    …an important truth about collective intelligence.  Crowds tend to be wise only if individual members act responsibly and make their own decisions.  A group won’t be smart if its members imitate one another, slavishly follow fads, or wait for someone to tell them what to do.  When a group is being intelligent, whether it’s made up of ants or attorneys it relies on its members to do their own part.  For those of us who sometimes wonder if it’s really worth recycling that extra bottle to lighten our impact on the planet, the bottom line is that our actions matter, even if we don’t see how.

    Beyond the obvious intersection with communities, there’s a broader message here I like as well about the additive impact of individual actions…There’s plenty more to love about this article including a couple of great business examples and input from James Surowiecki.

    Hope you love the story as much as I do!  What do you think?

    Sean

  2. Lessons from a “Blog Post gone wild…”

    Saturday, 23 Jun 2007 2 Comments Posted by:

    Well, I’ve blown the relevance of the web metrics on my blog for the foreseeable future.   I thought I’d share a few observations from this weeks T-mobile blog post gone wild.

    In no particular order:

    • Page views vs comments:  Less than .05% of all readers (I should say pageviews) commented on the blog post.  This seems pretty typical for blog posts (communities) in general, but it was interesting to see it applied to a post that had over 20K pageviews. 
    • The Digg Effect: About 1 in 20 viewers, "Dugg" it – this became a self-fulfilling prophecy.  It became clear very quickly that users who use Digg, Digg.  It’s difficult from the metrics I have to peel this back further, but my rough estimate would be that Digg readers Digg with 4-5 times the promiscuity of other readers.  This makes sense, but is an odd sort of swarming.
    • Digg’s impact on traffic:  Digg is largely a non-issue in terms of views until you’ve crossed 50 or so Diggs, from there it curved quickly.  This post took about 14 hrs to get to that point….14 hrs after that, it was at 1000 Diggs.
    • Good news vs Bad news:  Like regular news, everyone cares about bad news, no one cares about the follow-up (follow up post closing the loop is tracking to about 1/50 the Pageviews of the original).
    • Digg is a social network.  I never really thought of Digg as a social network, but it seems clear to me that there are prolific Diggers/commenter’s who have loose tie connections.  If you follow the comments, many commenter’s "know" each other and frequently swarm together.  I’m not sure what this says about Digg as a news source, but this changed how I think about Digg.  If I was a PR agency, I’d crawl Digg on behalf of my clients and look for opportunities for response (for good or bad stories). 
    • Thick/Thin community contributors:  I once blogged here about thick vs thin community contributors.  Digg proved their example from the previous post.  Prolific "Diggers" are the kind of "thin" contributors I wrote about.  It takes little effort to Digg, but the effort can drive dramatic influence on the visibility of a topic.
    • Tone & manner.  This might be the most important lesson.  Most blogs start with readers who actually know you on some level and blog traffic grows gradually, not exponentially.  Those who know you (follow you), know your writing style and generally know something about your personality.  With gradual growth to your blog, this stays normalized.  When you suddenly introduce large volumes of new users who don’t know you or your writing style, the reactions can be very different.  The example in this case were a handful of commenter’s (and maybe other readers) who thought, based on my post, that I was "yelling" at the CS agent at T-Mobile.  Re-reading my post with this in mind, I guess I can understand the misconception, but those who know me probably can’t remember me raising my voice about anything (except maybe trying to get my Dog not to run in our creek).  It simply isn’t in my character to yell at anyone about anything.
    • Comments moderation:  I have never turned on comment moderation on my blog.  At about comment 125 on the thread I did as I started getting some comments that were truly inappropriate.  In general, I don’t think moderation is good, but you’ve got to have your own standard for this.  I approved all comments except those with really outrageous profanity. 

    Overall, the influence and reach of the citizen blogger was amazing, even disturbing.  I’ve read stories and followed other events, but this one was closer to home.  It certainly has me thinking through the importance of using brand management tools/services for trending community conversations on the web as a part of a customer listening system.  The problem isn’t that customers will complain about you (that’s ok and likely they have good reasons), the issue is how quickly you see it and how effective you are at engaging in and responding to the complaint.  I hope I can influence this in my own company.

    Sean

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  3. Closing the loop on the T-Mobile Support issue…problem solved.

    Thursday, 21 Jun 2007 3 Comments Posted by:

    I wanted to follow-up on the complaint I raised here regarding a recent support experience with T-Mobile.  First off, hats off to T-Mobile, they have indeed fixed the issue I was experiencing.  A few folks who commented here on the original post experienced the same issue in recent weeks.  Here’s what happened according to the contacts at T-Mobile I worked with the last 24 hrs (in both Customer Service and Advanced Tech Support). 

    • A large # of customers with T-Mobile Data packages were getting unlimited data when the system was intended to gate at some level – this creates an understandable service offering (revenue) problem for T-Mobile.
    • T-Mobile Engineering made a network change that “fixed” this issue for T-Mobile.
    • The fix disabled MANY data subscribers (myself included).  Note, the fix did NOT limit data to some gated amount, it shut it off completely.
    • T-Mobile did not notify customers of this change.
    • T-Mobile engineering did not notify T-Mobile support/customer service of this change.

    In the end, once this issue got to the right place, the fix was changing a setting on the T-Mobile network (not on my local device) and then waiting “48-72 hours for the network to accept the changes.”  In fairness, it took only about 2-3 hours before things were working again – under promise, over deliver – goodness.  Solving the problem on the phone took no more than 3 minutes – all of which was done by looking at existing case information – no new info provided.

    All of this could have been avoided had any of the following occurred:

    1. Customer notification of the change.
    2. T-Mobile Customer service/support notification by T-Mobile engineering.
    3. Advanced tech support accepting a call without excessive repetition of troubleshooting – given problem definition/symptoms, the root cause would likely have been obvious had #2 been done.
    4. Had I been more patient in the process and jumped through another few hoops.  A handful of readers thought this the best approach.  I don’t agree given where I was at in the process, but it’s a valid choice to put on the list.

    At any rate, I wanted to publicly thank T-Mobile for stepping up and solving the problem.  They informed me that my phone calls had been pulled to be reviewed and confirmed that their agents were following a policy/standard procedure that needed to be reviewed and changed.  I’m a fan of the Dash and I’m pleased to have it fully functioning again. 

    I was a little surprised at the attention the original post gathered, so closing this loop was important.  In the future I’ll post here a few lessons learned from “posts gone wild.”

    Especially if you feel good about the resolution from T-Mobile, you should Digg this to give them the visibility. ( Thanks Josh for the suggestion).

    [digg=http://digg.com/tech_news/Closing_the_loop_on_T_Mobile_Support_issue]

    sean

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