Wednesday, February 25, 2009

Of Trust & Reputation in Social CRM

Today, Guido Oswald touches on the topic of Trust in a Customer Relationship Model 2.0 in his blog on CRM 2.0, spurred by the recent brouhaha over policy changes in Facebook & its eventual roll back.

I had touched upon Trust & Reputation in Social Media a few months back during the (in)famous launch of twitterrank.

Human race is pretty fickle actually when it comes to trust. It doesn't take much to lose trust in someone. That someone would have gone to any lengths to build a reputation & trust. But that doesn't matter.

And since a brand's reputation means a lot in terms of business (goodwill) it makes sense to manage it. Its pretty difficult in the web 2.0 & social media world which has proliferated abundantly and is myriad. Hence there are online reputation management tools available for that very same purpose. [Read this PDF on ORM for more]

Trust is an important aspect to manage ones online/digital reputation. And in cases of inadvertent destruction of trust/reputation, like the recent Facebook event, the best a person/brand/entity can do is to retract gracefully, explain your situation & apologise for any inconvenience caused. Facebook did that, twitterrank did that too.

However, one cannot do that if they do not even listen to what the community is saying. So yes, listen first & then talk. :) And if no one is talking about you yet, ask first & then talk! ;)

Tools like SM2 from Techrigy & Radian 6 do help in "keeping your ear to the ground". They help you collate information from across the web 2.0 world pertaining to your brand (and also your competition, which makes good sense too). Using sentiment analysis & other natural language processing (NLP) techniques, they even provide you some analysis of the tone of the conversations around your brand. With improvements in NLP, expect these sentiment analysis tools to get only more useful in determining the sentiment of the market about your brand.

Once you are aware of the market sentiment about your brand you can plan to affect changes to these sentiments, which my collegues at work call as sentiment correction. Sentiment correction is nothing but the actions that you take to change the sentiments about your brand in the social media. You might want to change it from negative to positive or positive to more positive.

For want of a better term, I stick with the term Sentiment Correction for now. Correction tends to make one feel that you are righting a wrong. However, there need not be any wrong sentiments for you to decide to change the sentiments in the market.

So, the three steps to manage your reputation:

1. Listen to what your customers are saying about you.
(Image source: http://flickr.com/photos/cambodia4kidsorg/243814203/)

2. Analyse the sentiments behind what is being talked about your brand.
(Image source: http://flickr.com/photos/71172892@N00/3024639616/)

3. Influence the market's sentiment through relevant conversations.
(Image source: http://flickr.com/photos/cambodia4kidsorg/243814203/)

Thursday, February 12, 2009

openslide - an open source onpremise alternative to slideshare.net

It was just 5 days back that I floated the idea of building a free/libre & open source clone of slideshare.net so that it can be used within enterprises or academic or other organisations behind their firewalls for various reasons. I had passed on the information to a couple of LUGs & also shared it on Twitter and with some of my friends over mails.

And then there has been no looking back since then! I have managed to surprise myself with the speed at which things have gone ahead since then. :)

In just two days I had started the process of moving from idea to implementation after validation. [Seems going to the barber and getting an oil massage made my brain to work super-efficiently to cough up that idea as a readable post. ;) ]

My conversations on Twitter regarding the idea promoted it & the idea was welcomed by many; Sanjeev Sarma in particular. When he wanted his student interns to take it up, it prompted me to create the project on sourceforge.net. I had registered for a new project called openslide (thanks to the suggestion from Atul Mehra, my ex-team mate) at around 6:15 PM on 9th Feb '09. By next morning, the sf.net admins had approved my project request!

Since I am also the convener of Prajna, it does bode me pretty well that I create this all new FLOSS project with no other parallel in the FLOSS world (at least I haven't been able to find it out).

I now plan to use this project to mentor students (ideally from underprivileged colleges) in FLOSS projects. Sanjeeev Sarma has promised to get me many students and Atul & Khaleel have shown interest to mentor these students.

I started setting up the project space for openslide on sourceforge.net and had to try out so many tools before I settled on MantisBT for tracking feature requests & bugs and phpBB for forums. In this I guess am going away from the frugal management of software development in FLOSS projects.

People suggested that I use Trac and I tried it out. It was very easy to understand simplistic tool. But it was not enough for retrospection & process improvement. MantisBT allows me to add custom fields, which I have utilised to add two fields like Stage [bug found in] and Source [of defect].

So if you want to help openslide or Prajna, please do spread the word about the project & that it needs developers, mentors & students. :)

The sourceforge.net space for openslide is at https://sourceforge.net/projects/openslide/

Sunday, February 08, 2009

The best hangout in Bangalore for Om

video
Sweet chariot in Jayanagar, 4th block, Bangalore (behind the police station) is a great hangout for Om. He just loves the place with its small park, trees, sounds of the birds, and of course the cake shop :)

Saturday, February 07, 2009

Building an open source SlideShare.net clone

I always had this nascent idea which got some fuel today during some conversations & am sharing it with you all since I can no longer bring the idea to fruition. :( If you can make it work, please do let me know. Also, acknowledging my inputs will of course be most welcome. :) I could even help you develop it if you decide to build FLOSS based on this idea! :D

Ok, without much further ado, here's the idea - Why can we not have an open source clone for slideshare.net kind of site? It would serve pretty well for enterprise use, especially for knowledge sharing/management.

So what does it take to build such a site with very basic features? Nothing fancy, just the bare minimum? My thoughts:
  • The Converter - We need a means to convert the uploaded PowerPoint and/or Impress presentations to flash format.
  • The Player - A flash based player with the basic controls (buttons) for next, previous, first, last, goto slide #, autoplay & fullscreen.
  • The Site - This would have an option to upload presentations & show the converted flash files via the player. Also, it should provide the "social" functionalities of allowing users to comment, favourite, share/recommend, rate, download the presentations.
Now lets see how we could achieve these using FLOSS options.

The Converter
We would need a software that could convert the major presentation file formats - ppt, ppts, pptx, odp - to the flash file format - swf. This can easily be achieved through OpenOffice.org. :) Yes, go to the export option in OpenOffice.org and you will find Macromedia Flash as one of the formats to export a presentation into. So just get OO.o installed on your machine that will do the conversion. If you want it to be on a Linux server and not a desktop, fret not, you can install the openoffice.org headless version that doesn't require a GUI (X server) to run! More details on how to achieve this is demonstrated on this excellent blog for openoffice.org tips & tricks - OpenOffice.org Ninja. There, the biggest hurdle is gone. ;)

The Player
The default conversion by OO.o provides us with a basic functional SWF file albeit which can only go to next slide in a loop (just click on the slides). The other options to go back, etc. are not available by default.

We could either use the default SWF created by OO.o, which would be the easiest option or you might have to work on either the code of OO.o or some other means to create a custom player. :(

Here too FLOSS offers means to edit the generated SWF files - just head over to http://www.swftools.org/. Here there are many SWF related tools, including PDF2SWF, which would now increase our input formats to PDF too. :D

Simply use the steps given in this page to use a custom viewer to generate the SWF file using swfcombine!

They even give some instructions for creating your own viewer:
If you know about Flash, and you want to substitute SimpleViewer from above with something more sophisticated, follow these rules:
1. There has to be some rectangle (Movieclip, whatever... ) in your Viewer, named "viewport". (This name is used to reference the object when using swfcombine for merging it with the converted pdfs)
2. Browsing buttons next to the rectangle (which turn pages in the shown pdf) should trigger some Actionsscript events, like
SetTarget "viewport"
NextFrame
SetTarget ""
to set the frame in the to-be-replaced rectangle. (It will be replaced with a MovieClip, therefore a SetTarget is neccessary)
It's important that the Target Name ist "viewport", not "/viewport", as the Movie will get inserted into a Movieclip.

Now, that the most cumbersome parts (for me) are done with, lets head over to the relatively easy (to conceptualise) part.

The Site
The site can be built on your choice of poison language & database. :) LAMP or Ruby or anything else is really a matter of your own choice & preferences. I will leave this to you. :) Jsut remember that you would need to make it "social" enough for allowing the users to converse and the rest will depend upon the uptake of the app in your target population. :)

If you decide to build a FLOSS conversion helper codes, player & site, just let me know. :)

Retaining Customers in an economic downturn - Paul Greenberg

An economic downturn is bad for any business, especially since the customers don't spend much or are more careful on where & what they spend it for. And its admittedly a better strategy at such a time to look at the bottom lines than only the top lines. On these lines, its much more economical to retain customers than getting new ones - sometimes as little as 1/13th!

Leading CRM 2.0 blogger, author of the book CRM at the Speed of Light and a friend, Paul Greenberg has posted a very profound, in depth presentation filled with pearls of wisdom on retaining customers on slideshare. The lessons in there are worth filling up a whole book!

It has been presented in the old world business mode (meaning heavy usage of bullets & many lines of text per slide) and not the new world web 2.0 mode (meaning heavy usage of images & not more than 1 or 2 lines of text per slide). This was necessary because otherwise the size of the presentation would have been too big & the message would have got lost too. In its current form its concise & to the point with not many distractions with just 22 slides. But believe me it packs infomation worth millions!

So without much further ado, heres the presentation. :)

Monday, February 02, 2009

The (in)significant threats to Microsoft

Introduction to the Software Wars

I am not sure how many of you have seen the above image w.r.t the wars that the Microsoft empire has to fight day in and day out on various fronts against the various alliances in the software arena. This image has not been updated for two years now & a lot has happened in that time frame which has added more wounds to Microsoft and it is not yet clear as to how the empire is going to strike back.

I will not go deep into explaining the above picture, a lot of it is evident to most geeks and if not, there Google to the rescue as always. :) I will however try to let you know what has happened after this picture was updated last, so that you are up to date on the war the Microsoft empire is fighting.

A year after the above version of the image came out a new kind of device was unleashed on unsuspecting holiday shoppers in the US and elsewhere around Thanks Giving & Christmas, when the hugest sales happen in the consumer electronics segment. The erstwhile non-entity was an immediate success & the world came to be deluged with millions of pint sized devices called the "netbooks". Yes, the last quarter of 2007 saw the birth & rise of EeePC that ran on Linux.

The Pint Sized OS [Phony] Wars

The small size allowed the netbooks to be carried around almost anywhere. It was smaller & lighter than a laptop and bigger than a PDA/iPhone. It served a different purpose - browsing, multimedia & light weight apps. 

What EeePC evoked as a response from the M$ empire was an uncomfortable extension of the life of Windows XP, even though M$ had released Vista in 2007. We all know about the shame to Microsoft from Vista. Till date Vista's biggest competetion is, no not Linux, but rather *GASP* Windows XP! :( And being unable to get people to upgrade their OS to Vista means that people will not upgrade their hardware. Which has been the typical ploy of Microsoft & its hardware cohorts over these many years. Keep selling new verions of software that need bigger machines & sell the bigger machines with only Microsoft's or its cohorts software.
 
EeePC & the other resulting netbooks (for almost everybody had started launching netbooks) however topsy-turvied the whole formula in the market.

The netbooks run on smaller machines with far less powerful processors & way smaller memory & screen sizes. Meaning, Vista could not run on these machines. Even XP is not so suited for the small screen sizes. Here Linux scored heavily initially. However Microsoft reluctantly retooled XP for the small screen sizes & postponed the end of life for XP for netbooks.

Canonical, the company headed by the billionaire space tourist & geek, a very eligible bachelor in his mid thirties, Mark Shuttleworth, and the producers of the most popular & easy to use of Linux distributions, came out with a new distro for Intel's Mobile Internet Device or MID platformbased on a GUI framework called the Hildon . Ubuntu Netbook Remix was based on this distro & increased the functionality of the netbooks even further. :)

The reason I mention Canonical is not because of these new distros but for a totally different but related reason. Canonical, as a business, has recently reached a stage where it has become a self sustaining company. An exerpt from a New York Times article:
Mr. Shuttleworth contends that $30 million a year is self-sustaining revenue, just what he needs to finance regular Ubuntu updates. And a free operating system that pays for itself, he says, could change how people view and use the software they touch everyday.
Nothing that will topple the empire of Microsoft, but an indication that the company that keeps inflicting wounds will now be sustaining itself in the future all by itself!

But Netbooks & alternative Operating Systems are not the only bane of Microsoft now. Microsoft is trying to counter these both with its all new Windows 7, which has got rave reiviews from many quarters, even the FLOSS guys, including Mark Shuttleworth. He has gone on record praising Windows 7 & says that he welcomes the upcoming war. An exerpt from an article on The Register :
Shuttleworth believes that a decent edition of Windows will mean Microsoft finally has to charge full price and that Redmond will finally stop allowing OEMs to use low-cost copies of Windows XP instead of paying full price for the full version of the official flagship - Windows Vista.

The Office War Field

The other angle is on Microsoft's cash cow, no not its Windows operating systems, but rather its office productivity suite Microsoft Office. MS Office is undoubtedly the largest means of revenue and the defacto standard for most people. If theres no Word on the desktop, most people panic immediately! ;)

However Office 2007 has welcomed a lot of slashback primarily because of the cost & hardware requirements. Have we all not been fretting with the very unresponsive new Office on our machines since they were imposed on us in the office? We can do nothing but grumble since our IT is a Microsoft bastion and are more concerned with toeing in line with the Microsoft sales folks demands rather than being interested in the productivity of our associates. *SIGH* But I am a minority voice with no shout in it nor any punch behind it, so let me leave that story alone.

Google docs has fast created support for all MS office file formats and is available free of cost. It has even come out with a new browser all of its own to give a very performance to users of its web services like GMail, Google Docs, Calendar, etc. And no, these are not beta versions for enterprises as they are for us normal users who use it for personal purposes.

To add to this Google now has unofficially launched Google Drive it seems. VentureBeat has details on this:
Today, a piece of code found in the Google Pack software bundle includes both a product category and description for GDrive. 
The code, found by blogger Brian Ussery and further detailed by Google Operating System, clearly states that GDrive is an “Online file backup and storage” utility. But the two descriptions are even more interesting.
The first reads:
GDrive provides reliable storage for all of your files, including photos, music and documents.
The second reads:
GDrive allows you to access your files from anywhere, anytime and from any device — be it from your desktop, web browser or cellular phone.
Combined with the growth of SaaS & netbooks, Google docs doesn't seem to be an unattainable option to the costly MS Office. Just ensure that you have a back up of each file on your own harddisks though. ;)

Office over the years has not been able to even open its own older formats of its documents. Try opening any old project documents that were saved last in Office 97. [They are anyways lost to us, most cant even find such old documents due to lack of repositories back then.] But at a global level this is a huge issue, especially to governments. And hence Microsoft arm twisted the ISO to include its patent encumbered new office files format as a new standard when one already existed and which has not been supported by Microsoft itself!

The Clouds of War 

You have most probably heard a passing reference to Software as a Service (SaaS) or at least Cloud Computing in the past year or two, unless you have been living under a rock and discovered Internet only now. :P Combined with Green IT initiatives and reducing licensing costs, its a lucrative option for many small & medium businesses.

Wikipedia defines Cloud Computing as:
Internet ("cloud") based development and use of computer technology ("computing"). It is a business information management style of computing in which typically real-time scalable resources are provided “as a service” over the Internet to users who need not have knowledge of, expertise in, or control over the technology infrastructure ("in the cloud") that supports them.
Amazon Web Services (AWS) has a huge list of web based services that the company provides on the cloud. Google too provides everything on the web, includig its App Engine that allows developers to build applications on its infrastructure. Enterprise apps like CRM & ERP are provided on the cloud too by companies like salesforce.com.

And Microsoft too has entered the game, albeit late, with a very ironical name for its cloud services - Azure. Windows Azure & Azure Services Platform are supposedly a direct match for AWS & Google app engine. BTW Azure, in English, of course means a clear blue sky, without any clouds! ;)

Gaming the Wars

Vista is not a failure only in the upgrade revenues of Microsoft but also has harmed the Microsoft gaming business. Gaming has been a strong area for Microsoft with both its PC based games as well as XBox systems. But the vista only nature of DirectX 10 and the comparative failure of vista itself has cost M$ dearly. XBox 360 also has been criticized for "rushing" & getting some of the worst reliability ratings of any game console ever.

Mobile Warfare

iPhone, Symbian, Android, Maemo, Qt are all bad news for Microsoft on the Mobile front. Windows Mobile has numerous companies supporting it, but the runaway success of iPhone and the growing might of the FLOSS options of Android from Google, Maemo, Symbian & Qt from Nokia are not stuff that Microsoft can ignore.

If you are aware of any other fronts Microsoft is being attacked on but has not been covered either in that diagram above or my post, please feel free to let me know. :) If I get enough dope, I might come with a follow up post! :D