Social media and the fuel of change (October 23, 2011)

My blog post of February 6, 2011 entitled The fuel of change provoked an interesting debate on social media and it's significant role in precipitating major change. It's now October 2011, the Arab Spring has *sprung*, Muamma Gaddafi has been shot dead and the whole region is at best described as *unstable*.

So far Saudi Arabia has remained unaffected by the uprising. But all that could be about to change. On October 22, 2011, Crown Prince Sultan bin Abdulaziz al Saud died in America — he lost his fight against cancer. He was next in line to the throne and one of the old-guard. The next inline are younger, they are of a different mold and will likely introduce further instabilities when they come to power. In the meantime, their contemporaries are reported to be impatient for change. And they *do* social media.

The fuel of change = problem + idea (possible solution) + social media + will

Take a listen to this report from the BBC http://news.bbc.co.uk/today/hi/today/newsid_9620000/9620144.stm. Social media has a significant impact on the ability of common people to bring about change to governmental powers.

I remain convinced that social media is a significant and powerful factor in the rate of change being seen in various global theaters.

Fear is a killer (October 5, 2011)

In his inaugural address, 4 March 1933 Franklin D. Roosevelt said: "the only thing we have to fear is fear itself". I've heard this quote repeated a number of times in the past weeks.

What is the source of people's fear this time around?

Here are some contributing factors: Joe Average was directly affected by the Credit crisis of 2007: Northern_Rock.

This has been followed by an endless stream of issues leading to systemic mis-trust in modern capitalism and it's ability to care for or even care about Joe Average.

Banking crisis 2008

Banking crisis 2009

Icelandic financial crisis 2008–2011

European sovereign debt crisis

Currency War of 2009–2011

What some commentators say

Alessio Rastani says Eurozone Market will crash

David Harvey knows the questions that need to be answered

23 of the 29 cabinet members are millionaires

And here's what happens when people are paid too much

Comparing then and now

This crisis is different to that of the 1930's, it has added complexities: The Entitlement Generation whose anger is fueled by resentment over the widening gulf between rich and poor. Another significant difference is that of extended bureaucratic process. Most governments operate in such a way as to frustrate rapid decision making, quick decisive action is no longer possible at state level or higher — happy contemplation!

I have highlighted some salient points made in FDR's speech.

I am certain that my fellow Americans expect that on my induction into the Presidency I will address them with a candor and a decision which the present situation of our people impel. This is preeminently the time to speak the truth, the whole truth, frankly and boldly. Nor need we shrink from honestly facing conditions in our country today. This great Nation will endure as it has endured, will revive and will prosper. So, first of all, let me assert my firm belief that the only thing we have to fear is fear itself—nameless, unreasoning, unjustified terror which paralyzes needed efforts to convert retreat into advance. In every dark hour of our national life a leadership of frankness and vigor has met with that understanding and support of the people themselves which is essential to victory. I am convinced that you will again give that support to leadership in these critical days.

In such a spirit on my part and on yours we face our common difficulties. They concern, thank God, only material things. Values have shrunken to fantastic levels; taxes have risen; our ability to pay has fallen; government of all kinds is faced by serious curtailment of income; the means of exchange are frozen in the currents of trade; the withered leaves of industrial enterprise lie on every side; farmers find no markets for their produce; the savings of many years in thousands of families are gone.

More important, a host of unemployed citizens face the grim problem of existence, and an equally great number toil with little return. Only a foolish optimist can deny the dark realities of the moment.

Yet our distress comes from no failure of substance. We are stricken by no plague of locusts. Compared with the perils which our forefathers conquered because they believed and were not afraid, we have still much to be thankful for. Nature still offers her bounty and human efforts have multiplied it. Plenty is at our doorstep, but a generous use of it languishes in the very sight of the supply. Primarily this is because the rulers of the exchange of mankind’s goods have failed, through their own stubbornness and their own incompetence, have admitted their failure, and abdicated. Practices of the unscrupulous money changers stand indicted in the court of public opinion, rejected by the hearts and minds of men.

True they have tried, but their efforts have been cast in the pattern of an outworn tradition. Faced by failure of credit they have proposed only the lending of more money. Stripped of the lure of profit by which to induce our people to follow their false leadership, they have resorted to exhortations, pleading tearfully for restored confidence. They know only the rules of a generation of self-seekers. They have no vision, and when there is no vision the people perish.

The money changers have fled from their high seats in the temple of our civilization. We may now restore that temple to the ancient truths. The measure of the restoration lies in the extent to which we apply social values more noble than mere monetary profit.

Happiness lies not in the mere possession of money; it lies in the joy of achievement, in the thrill of creative effort. The joy and moral stimulation of work no longer must be forgotten in the mad chase of evanescent profits. These dark days will be worth all they cost us if they teach us that our true destiny is not to be ministered unto but to minister to ourselves and to our fellow men.

Recognition of the falsity of material wealth as the standard of success goes hand in hand with the abandonment of the false belief that public office and high political position are to be valued only by the standards of pride of place and personal profit; and there must be an end to a conduct in banking and in business which too often has given to a sacred trust the likeness of callous and selfish wrongdoing. Small wonder that confidence languishes, for it thrives only on honesty, on honor, on the sacredness of obligations, on faithful protection, on unselfish performance; without them it cannot live.

Restoration calls, however, not for changes in ethics alone. This Nation asks for action, and action now.

Our greatest primary task is to put people to work. This is no unsolvable problem if we face it wisely and courageously. It can be accomplished in part by direct recruiting by the Government itself, treating the task as we would treat the emergency of a war, but at the same time, through this employment, accomplishing greatly needed projects to stimulate and reorganize the use of our natural resources.

Hand in hand with this we must frankly recognize the overbalance of population in our industrial centers and, by engaging on a national scale in a redistribution, endeavor to provide a better use of the land for those best fitted for the land. The task can be helped by definite efforts to raise the values of agricultural products and with this the power to purchase the output of our cities. It can be helped by preventing realistically the tragedy of the growing loss through foreclosure of our small homes and our farms. It can be helped by insistence that the Federal, State, and local governments act forthwith on the demand that their cost be drastically reduced. It can be helped by the unifying of relief activities which today are often scattered, uneconomical, and unequal. It can be helped by national planning for and supervision of all forms of transportation and of communications and other utilities which have a definitely public character. There are many ways in which it can be helped, but it can never be helped merely by talking about it. We must act and act quickly.

Finally, in our progress toward a resumption of work we require two safeguards against a return of the evils of the old order; there must be a strict supervision of all banking and credits and investments; there must be an end to speculation with other people’s money, and there must be provision for an adequate but sound currency.

There are the lines of attack. I shall presently urge upon a new Congress in special session detailed measures for their fulfillment, and I shall seek the immediate assistance of the several States.

Through this program of action we address ourselves to putting our own national house in order and making income balance outgo. Our international trade relations, though vastly important, are in point of time and necessity secondary to the establishment of a sound national economy. I favor as a practical policy the putting of first things first. I shall spare no effort to restore world trade by international economic readjustment, but the emergency at home cannot wait on that accomplishment.

The basic thought that guides these specific means of national recovery is not narrowly nationalistic. It is the insistence, as a first consideration, upon the interdependence of the various elements in all parts of the United States—a recognition of the old and permanently important manifestation of the American spirit of the pioneer. It is the way to recovery. It is the immediate way. It is the strongest assurance that the recovery will endure.

In the field of world policy I would dedicate this Nation to the policy of the good neighbor—the neighbor who resolutely respects himself and, because he does so, respects the rights of others—the neighbor who respects his obligations and respects the sanctity of his agreements in and with a world of neighbors.

If I read the temper of our people correctly, we now realize as we have never realized before our interdependence on each other; that we can not merely take but we must give as well; that if we are to go forward, we must move as a trained and loyal army willing to sacrifice for the good of a common discipline, because without such discipline no progress is made, no leadership becomes effective. We are, I know, ready and willing to submit our lives and property to such discipline, because it makes possible a leadership which aims at a larger good. This I propose to offer, pledging that the larger purposes will bind upon us all as a sacred obligation with a unity of duty hitherto evoked only in time of armed strife.

With this pledge taken, I assume unhesitatingly the leadership of this great army of our people dedicated to a disciplined attack upon our common problems.

Action in this image and to this end is feasible under the form of government which we have inherited from our ancestors. Our Constitution is so simple and practical that it is possible always to meet extraordinary needs by changes in emphasis and arrangement without loss of essential form. That is why our constitutional system has proved itself the most superbly enduring political mechanism the modern world has produced. It has met every stress of vast expansion of territory, of foreign wars, of bitter internal strife, of world relations.

It is to be hoped that the normal balance of executive and legislative authority may be wholly adequate to meet the unprecedented task before us. But it may be that an unprecedented demand and need for undelayed action may call for temporary departure from that normal balance of public procedure.

I am prepared under my constitutional duty to recommend the measures that a stricken nation in the midst of a stricken world may require. These measures, or such other measures as the Congress may build out of its experience and wisdom, I shall seek, within my constitutional authority, to bring to speedy adoption.

But in the event that the Congress shall fail to take one of these two courses, and in the event that the national emergency is still critical, I shall not evade the clear course of duty that will then confront me. I shall ask the Congress for the one remaining instrument to meet the crisis—broad Executive power to wage a war against the emergency, as great as the power that would be given to me if we were in fact invaded by a foreign foe.

For the trust reposed in me I will return the courage and the devotion that befit the time. I can do no less.

We face the arduous days that lie before us in the warm courage of the national unity; with the clear consciousness of seeking old and precious moral values; with the clean satisfaction that comes from the stern performance of duty by old and young alike. We aim at the assurance of a rounded and permanent national life.

We do not distrust the future of essential democracy. The people of the United States have not failed. In their need they have registered a mandate that they want direct, vigorous action. They have asked for discipline and direction under leadership. They have made me the present instrument of their wishes. In the spirit of the gift I take it.

In this dedication of a Nation we humbly ask the blessing of God. May He protect each and every one of us. May He guide me in the days to come.

Source: Franklin D. Roosevelt, Inaugural Address, March 4, 1933, as published in Samuel Rosenman, ed., The Public Papers of Franklin D. Roosevelt, Volume Two: The Year of Crisis, 1933 (New York: Random House, 1938), 11–16.

Good-bye old friend (July 6, 2011)

Immediacy CMS got lost in an alphabet soup of A's, C's, M's, and P's. Someone must have decided it would be a cool idea to give 2 different products similar, all most identical names: CMC & CMP. In 2007 you would have known these products as Immediacy and Morello.

CM7 recipe

Take 1 Immediacy and add to marketing mix
Gently pour 1 Morello
Continue stirring until one marketing story has been created
Allow to rise in a warm market
Bake till nicely brown

Discard Immediacy residue which should compost quite nicely.

Can 2 go into 1?

If Immediacy were a car I reckon it would be a faithful old Morris Minor. Uncomplicated, trusted by many, some learnt to drive CMS software starting here. Basic. reliable. Typically British!

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Morello on the other-hand has some deeply technical under-pinnings. But hey! It's powerful and it's sophisticated and therefore fundamentally different to Immediacy.

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If you're used to utilitarian convenience perhaps Immediacy (CMC) was a comfortable option. If the upgrade offer is just too tempting — you might want to consider my thoughts about migrating content: http://johngoode.com/content-confusion. Can 2 go into 1? In a few circumstances the upgrade will mean a welcome addition to the drive-way.

 

 

Alternative Energy Saves Money (June 13, 2011)

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Approximately 2 years ago I designed and built an alternative energy system for my folks. They live in a large Victorian house; 6 bedrooms, 3 floors. The gas bill for the past 12 months which includes the coldest winter for 100 years was £3.60. Needless to say the gas supplier has inspected the meter, no doubt checking for foul play!

The challenges

1. Reduce heating bills
2. Overcome the issue of poor hot water supply to top floor
3. Introduce the possibility of cooking on solid fuel

Reducing the bills

Owing to a plentiful supply of free wood the aspiration to reduce heating bills was more than a theoretical possibility.

Increasing hot water supply pressure

The old hot water tank was replaced with a Gledhill 400 litre Thermal Store (TS). And this cunning plan enabled mains pressure hot water in one easy step.

No longer cooking on gas

Compared to the cost of heating a large home, cooking on gas is not a large consideration — even at today's gas prices it's still cheap. However, it's no bad thing to have the option of cooking on solid fuel or gas and if the solid fuel range is used for cooking it's heating the water and the house too. We installed one of these: http://www.fireplaceproducts.co.uk/Stoves-Cookers/Sideros-Desiree-860-Idro-Wo... (Not the same name but it is the same unit).

Stove

My design

It's a bit too complex to explain in detail, I'll let the drawing do that. Suffice to say, the domestic hot water and central heating are supplied by any combination of 3 heat sources.

1. Evacuated tubes on a south facing roof
2. Solid fuel
3. Gas

If the sun shines the tubes get busy and preheat the water but, to be honest, I don't think they've been worth the investment.

The gas boiler is hydraulically common with the TS and heating system but heats the TS by means of an indirect coil. The boiler will not fire if there's no load i.e. if the water temperature is above a preset TS temperature.

The solid fuel boiler heats the 400L TS to a maximum of 85ºC. Above this temperature an overheat condition triggered and hot water is pumped to the radiators to bring the operating temperature back to safe levels.

Schematic

66

Net result

I have just completed a version 2 redesign followed by a system rebuild and reprogramming of the Siemens LOGO! PLC. All seems to be working well so far.

If the wind will not serve, take to the oars — Latin proverb

Them and Us (June 9, 2011)

The title implies to groups, I'm not sure which category you're in, I have spent time in both camps: WCM vendor and Digital Agency. Inextricably linked and yet, entirely different.

WCM Vendor

While working at Immediacy I'd often hear this type of conversation.

Commercial: Client X wants us to do the implementation, it's worth Y, let's get our PS team on it.

Delivery team: There's a UX component — don't have the skills in-house, there's an integration piece — don't have the skills or development environment. This project is way outside our comfort-zone.

The commercial team and client both rationalise: Vendor built the product, vendor knows best how to implement and deliver our project.

That's a bit like concluding the best concert pianist has to be someone called Steinway.

Digital Agency

Not all agencies make great pianists! Seriously though, a digital agency is a very different animal to a WCM vendor, the 2 parties should not be confused. When selecting your agency to deliver a WCM project, you'll want to be sure they have the technical depth; accredited developers with experience that stretches beyond one implementation would be a good place to start. Your chosen agency will also have UX and design skills and experienced project managers. They will have a number of disciplines onboard that a vendor does not pretend to understand. Ask a vendor to define what a planner does — it's like asking a northener where Windsor Castle is!

Conclusion

Adrian Newey would not drive his formula 1 racing car and expect to win.

Henry Engelhard Steinway, if he was alive, would not be found playing his beloved instrument in public — for money!

Doctors do not have the time or skill to run the NHS.

Agencies and vendors happily co-exist in the WCM eco-system. Happy providing they know and value their respective roles.

 

/discuss

More than a script or a charter (May 10, 2011)

Real life scenario: I'm moving home and I wish to transfer my home telephone and internet services to my new abode, a couple of weeks ago I placed an order with BT. However, the new place may not be my permanent base, 1 week later I change my mind and call again to cancel. Sadly, I cannot perform any of these operations using my bt.com account.

The telephone call

Call 0800 800150, select option 1 — it is about the number I'm calling from, select option 2 — it's not about my last bill, select option 3 — I'm moving home, select option 2 — I really am moving home. And then, having navigated this far: "we need your 8 digit account number". I end the call, go in search of my account number and then repeat the process.

Finally I speak to a customer service advisor — apparently, despite my careful selection of options, she has to put me through to a different department! I wait…for quite a long time…and then hear: "…we've been told to put these calls through…." There was clearly a heated exchange with a colleague. The colleague abruptly ended the call leaving me to hear get the tail-end of this frustrated conversation.

"Ahem". I make my presence known: "Oh sorry about that" came the embarrassed reply.

I'm then put on hold again. For an extra-longer discussion. No doubt my case and company politics and processes being sorted while I wait, and wait, and wait.

Some observations

1. If I select option 1 at the start of the call why do you need me to enter my account number? This must surely be a lack of joined-up thinking or is it a result of disconnected business systems?
2. I have no interest in internal struggles. The call maybe free but my time isn't. Please don't waste it by arguing with colleagues. And, please don't expose me to these arguments.
3. Customer Service should be the first duty of everyone in an organisation, not just those poor souls in call centres with scripts.

More than a script or charter

I quite like this Customer Charter from NatWest Bank. But there's nothing in there that asures me I won't get a grumpy experience next time I call or visit a branch. And this is the point. Organisations say great things about what they'll do for customers: extend opening times, help in the community, provide clear to understand literature — that's all good. However, for customer service to be good there's an additional ingredient needed. It's an all pervasive service-oriented bearing, frame-of-mind, or mind-set. It needs to permeate between departments, between colleagues from senior managers to junior team members. You cannot script this stuff. Oh, and if you keep adding and adding to your automated telephone service, you might undo all your good work. Convoluted telephone navigation systems may reduce costs but they can be quite agitating for the consumer.

 

Postscript: there's one organisation that really does get it right and no this is not a paid-for ad, it's a genuine observation: Co-operative Bank.

 

Trust Top Trumps (April 27, 2011)

Who do you trust? If you're a parent, who would you entrust your children to for the afternoon or evening? And how does all this relate to social media and the Royal Wedding?

 

Bottom of the pile — The Establishment

The establishment category includes heads-of-state, politicians and the clergy. They move in a world of *the well connected* and enjoy VIP status due to who rather than what they know. The Establishment is not at all squeamish about having more than the commoner. They move in "high places" and almost seem to operate above the law.

Cases to consider: middle east, MP expenses and child abuse.

Observation: as trust and respect for The Establishment reduces, common people are less squeamish about calling it to account for greedy and inhumane actions.

Trust factor: untrusted by the majority, particularly Generations X and Y. Would you entrust your children to this category. No!

 

Next-up — Big Business

This category needs no introduction. It reluctantly plays by the rules and spends its huge resources to mitigate the effects of those rules on its liberty. Tax avoidance, sweat-shops and low pay are all more than nodding acquaintances of this category.

Cases to consider: HSBC Infrastructure Company Limited, minimum wage set at £6.08/hour

Observation: as trust and respect for Big Business reduces, common people quickly make their feelings of disgust known about inequality. Instruments such as off-shoring, futures and spread-betting are not understood, they are mysteries that generate huge profits and are seen as evil.

Trust factor: eroded to near zero. Would you entrust your children to this category? Don't be ridiculous!

 

Next — Celebrity

Celeb's gain wealth by being popular and for now commoners are happy to watch them rise to fame and enjoy the trappings that come with the territory. To the commoner the celebrity is a hero(in), someone that flies the flag of hope while sharing a common set of values and opinions. Gucci, cool cribbs and fake tans are all in. However celebs are given their ephemeral positions in a chart like manner, they come and go according to the whim Joe and Joanna commoner — they either sell copies of OK magazine or they don't!

Cases to consider: Katie Price, Julia Roberts.

Observation: trust in this case is an alignment of values and opinions. If the lifestyle choices of the celebrity resonate with that of the commoner and the celeb' hasn't out-stayed her or his A-list position, they're remain revered or atleast admired and trusted.

Trust factor: is a bit like share values which go down as well as up. Would you entrust your children to this category? Some might for an afternoon BBQ but not if there's an unattended pool.

 

Penultimate — Education

Education has transitioned from benevolent-giver seeking to improve man's lot in life to a culture of *bums on seats*. The prospectus has become less about appealing to academic research aspirations and more about a *sign here for a prestigious title* sales pitch.

Cases to consider: Pay £9,000 a year and join one of the above categories.

Observation: Education joins the ranks of Big Business by churning out degree qualified students that find themselves competing among the masses with a commodity qualification.

Trust factor: some predict the current degrees-for-jobs culture will implode and that Education is no longer trusted as the benevolent giver in society. Would you entrust your children to this category? We do, everyday, but we don't consider the education system to be entirely *safe*.

 

Top Trump — People Power

Common people are clumping together, joining voices of dissent and aiming their killer-blows at all the above. People trust their peers, especially relatives and people that live in the same vacinity; people with similar values and opinions to themselves.

Cases to consider: Lady Di. Who does your baby sitting?

Observation: like likes like. People power is now frequently brought to bear via social media where collective voices join to shout their collective likes and dislikes.

Trust factor: higher than all the above

 

One further thing to consider. Will Kate Middleton be more admired by remaining a so called commoner in attitudes, values and opinons? Or by becoming a Royal in both title and deed?

Annus climactericus (April 2, 2011)

According to http://en.wikipedia.org/wiki/Underwriter insurance underwriters evaluate the risk and exposures of potential clients. They decide how much coverage the client should receive, how much they should pay for it, or whether even to accept the risk and insure them. Underwriting involves measuring risk exposure and determining the premium that needs to be charged to insure that risk.

About a 6 months ago I decided to insure my income because I saw an ad offering something I didn't know I wanted. It seemed prudent and not too costly! I submitted my application, which was followed by a meeting with Carl from Compass Underwriting. Contracts were signed and I felt jolly sensible! In the past month something has changed about my risk profile or about the industry I work in or about the country I live in or perhaps it's about the currency I earn in or perhaps it's thanks to Fukushima? Anyway, something has changed; I got this letter:

The letter

Dear Mr Goode,

Re: IMPORTANT — SafetyNet Income Protection Insurance
Policy Number: SF------162
Arranged by: Berkeley Alexander Insurance Services 8565

We are writing to inform you that, with effect from 1st May 2011, the insurer for this policy will change from Red Sands Insurance Company (Europe) Limited to Jubilee Insurance, Lloyds Syndicate 5820. In accordance with your policy terms and conditions we are giving you 30 days notice of a replacement insurer.

Yadda yadda, you get the idea….

Premiums up, benefits down, risks managed

Here's a summary of the change in benefits between old and new policies.

Old policy monthly premium: £47.85
New policy £110.40

Old policy benefit period: 24 months
New policy benefit period 12 months

Old policy benefit amount (monthly) £1,850
New policy benefit amount (monthly) £1,500

Old policy looks quite favourable compared to new policy me thinks.

2011 will be an interesting year

I shall be declining the new policy offer from Jubilee. I guess they've reciprocated by gently encouraging me to vacate their risk register. The point is this, underwriters know stuff. They know what makes good business sense and what doesn't. I have to assume current economic conditions, unprecedented uncertainty and perhaps a couple factors I'm not aware of were fed into spreadsheet-x and I got pivoted to the touchline!

Curriously this letter arrived the day I made a rather big decision. Lot's of changes in my life for sure — I will say more when it's appropriate to do so.

It's going to be an interesting year.