Are you Paying Attention?

Did you catch the Office this week? Throughout the whole thing, Pam is trying to participate in Michael's Survivor-style games to prove her potential, but Michael is too thick to notice because he's too focused on his own agenda.

Yes, it is fiction. I know this. But this really happens all too often. I once saw a chain bookstore employee remove rows of books from the shelves to re-sort them because they were so far off of what the category signs described. The manager approached her and demanded an explanation. When it was given, rather than being praised for her initiative, she was scolded for taking on so large a task just before a new shipment was coming in. And this in front of a store full of people.

Next time you're at work, take a good look around you. Notice and appreciate those people who are doing the things that they aren't required to do. Thanking those people publicly may just energize your entire team. And one more hint - it works up the ladder as well as down.

Codemonster Needed

I know, I know, it has been a while. Sorry! Our Director of Operations left, and I've been pretty busy as a result. Gotta keep the customers happy, right?
Quick post today, because we've got a job opening available. Details are on Craig's List.

From the Purple Cow's Mouth

Seth Godin published a post about how small/micro businesses can take advantage of the web. Lots of good stuff here - http://sethgodin.typepad.com/seths_blog/2007/04/memo_to_the_ver.html

Microsoft has done it again...

The new laptop has Vista on it. I'm also running the new version of Office. Both are showing significant change from what I'm accustomed to seeing. The graphics are much prettier - although the Vista interface is pretty much what you would have seen on a Mac for the last 5 years. The thing that stumps me is how they have once again managed to completely ignore the user experience. It's supposed to be much better, but they've not only completely changed all of the processes for performing the functions we are used to; none of the new interface changes are any more intuitive or user-friendly than older versions.

In the office applications, they've even gotten rid of the command bar from the top of the page (File, Edit, etc.). As near as I can tell, there's no way to return to the "Classic" view (as you can with the operating system), and to get into the options, you have to know to click on the Office icon that displays in the top left corner.

Come on, guys. A company that has as much money to throw around as Microsoft can certainly afford to hire some interface engineers. Interface design should be about how the users approach a task - and much of that approach is built on experience. That's not to say that you can't make changes; but the way to make interface changes is to take small, incremental steps so that the user comes along with you.

Sorry Microsoft, you've missed the boat again. It's a crying shame that you have so much market share that your customers can't hurt you by trying something else.

Why do you want a website?

Have you asked yourself that question? The answer really isn’t always obvious. There are lots of reasons to have a website. Pick the wrong one, and you could be in for a long, frustrating ride. Pick the right one, and with a little forethought, you can really take advantage of this amazing tool.

One of the first steps is to examine your motives for publishing on the web. Are you simply trying to publicize your business? Perhaps you want to earn residual income through on-site advertising? Or perhaps you want to extend the reach of your bricks-and-mortar storefront.

There are a number of functions that websites can serve. They can be used to:

• Present an organization.
• Sell a product or service.
• Educate.
• Gather information.
• Collaborate with others, regardless of proximity.
• Entertain.
  

These functions will determine what type of site you need:

• Brochure websites. These are usually small sites, with a minimal number of pages. Generally these are graphic-heavy, carrying a strong visual identity throughout. Most pages are simple text, and there is usually a form for submitting inquiries.
• eCommerce websites. One of the most powerful uses for the internet, eCommerce sites allow you to sell to customers all over the world, with no limit to your shelf space.
• Educational websites. These are usually very text-heavy sites, with minimal graphics (keeping the emphasis on the content and improving load time). Depending on the amount of material, these sites can have numerous navigation levels, challenging designers to keep the interface uncluttered, yet remain intuitive to the user.
• Online applications. With the host of technologies available today, websites can take almost any process and make it more efficient. Applications can be built to collaborate, gather, manage and store data, and serve it up almost immediately upon request. While website applications require more of an investment, they can often add enormous value to your organization, speed up your return on investment, and improve efficiencies enough to more than pay for development.
• Entertainment websites. Often the most visually appealing, entertainment websites are heavy on the bells and whistles. These sites usually employ the latest technologies and design techniques, creating a user experience that keeps them coming back for more.
  

Match your vision for your website with the descriptions above. In later articles, I’ll talk about each of these types of websites, what they entail, and ways to maximize their potential.

Don't be a victim of "forward blindness"...

Recently, when explaining the capabilities of our Content Management System to a potential new association client, the Executive Director explained to me that much of the functionality wouldn't be needed, as their member base was mostly an older population. Does this raise any flags with you?

I politely pointed out that the lifeblood of any membership organization is recruiting new members--preferably younger members that would stick around for a long time, merrily paying their membership dues. These are exactly the users that would be expecting any organization that they joined to be taking full advantage of the latest technologies. Especially now, as the first generation that grew up with broadband is beginning to enter that coveted 18-35 demographic that keeps the nation's economy rolling along smoothly.

This is something that my Rotary club is finally starting to figure out. Many of the service organizations that your father belonged to (Elks, Kiwanis, Optimist Club, and even the legendary Masons) are suffering because they weren't making an effort to attract younger generations. Making an effort means embracing change. Remaining progressive. Looking forward, rather than back.

You don't have to be a membership organization to suffer from this form of "forward blindness". "Members" easily translates to "customers" or "clients" or "stakeholders" or whatever the language of your industry.

Your Website - If you build it, will they come?

I know, it's a silly headline, but I didn't come up with it. I attended a Brown Bag Luncheon yesterday at my local Chamber of Commerce (presented by the Alexandria Small Business Development Center), which used the title. These luncheons are hosted by the SBDC for small businesses to get together and talk about things that are pertinent to their business. It's a very helpful resource for a large number of small business owners.

I attended the event, curious to see what they would be talking about. In typical Roundtable format, they were simply having a discussion, with many of the participants talking about their own personal experiences with the web and using it for their business.

It struck me, and this is something I think all of us "professionals" often forget, how little most of the people in the world know about the ongoing cultural development that is today's web. Many of the questions that came up were regarding concepts that were developed and perfected years ago, yet are still pertinent to these small business owners.

That said, my next few blog posts will be dedicated to those small business owners who are just getting their feet wet. I hope these posts help you.

How are you Being Represented?

Returning from SXSW on Wednesday, my coworkers and I were standing outside Dulles Airport, waiting for the shuttle to take us to the parking lot. After traveling since 8am (it was now 6:30), Jim was really ready for a cigarette. Naturally, since he just got off the plane, he didn't have a lighter.

Apparently everyone plans ahead a bit these days, because none of the travelers heading in to the terminal were able to help. I nodded towards the line of taxicabs lined up behind us, and pointed out that they should all have car lighters in them. Jim asked a couple of them, but they all denied him.

The cab drivers were all sitting in cars clearly marked with "Washington Flyer". After seeing that, anyone visiting the area for the first time would be left with an impression of that company. If the drivers aren't even willing to reach up to their dashboard and provide someone a light, what does that mean for the level of service that they provide if you get in the back of the cab?

Is there someone like this working for your company? Your brand is not only represented by your website and your marketing materials; it's the way the phone is answered, the way your team interacts with the public when they're out picking up lunch, and especially your attitude when dealing with those who aren't likely to be customers.

Go out of your way to hire team members that will represent you as well outside the office as well as inside. And get rid of those that don't -- they'll end up costing you in the end.

SXSW Rocks!

Just got back from Austin, TX and the SXSW conference.

First off, Austin rocks. I might have to move there. Nan's not so sure. Maybe just another house there for winters. You've never met such nice people in your life. And the women are amazing!!! (Hi to Natalie Noelle and McNaked Sarah. Gotta love those industry parties. Sarah was bartending at the Yahoo party, and Natalie was at the Media Temple party. Incidentally, is there a hot bartender girl school somewhere? All of them were about the same - flirty, smiley, led you on just enough to keep you buying (which of course, we weren't), and completely non-committal. Thanks ladies, for a truly memorable time.

Lots of good things came from the conference. It got me thinking on a global scale again, and I'm really excited about the Belmonster again. The community concept was really well received, and coming from that crowd, that is a high compliment. I also had some great conversations on venture capital, new applications, and the future of web branding. Wow.

I skipped work today - came home and slept for another six hours. Now I'm ready for action.

More later.

- D

Wisdom of the Many

Today I stumbled across something that absolutely fascinated me. I was doing a research for the Belmonster on those little images that you see on forms that verify that you're a person (incidentally, they're called "CAPTCHAs"), and learned about a service started by Amazon.com called the Mechanical Turk.

This service lets you post simple tasks that you need done that can't be automated, such as tagging GIS maps or transcribing podcasts, along with "rewards" that range from $.01 to $2.00. Random people perform the tasks, and earn the rewards. The rewards are collected in an Amazon.com account, which can then be transferred into a bank account or converted into Amazon gift certificates.

The service is billed as "artificial artificial intelligence". There have even been businesses created using the service for cheap labor. CastingWords is a podcast transcription service which charges $.42 per minute, and pays out about $.14 to "Turks" who actually do the work.

So in essence, what we have here is a way to pay far less than minimum wage for annoying tasks that can't be automated. You can even work up a business model to take advantage of the near-slave wages. Amazing!

Been a while...

Okay, okay, so it has been a while. But I've been busy! Exactly a week ago at this time, my wife and I were sitting in a hospital room, and I was putting on paper scrubs. About an hour later, our third child, Tessmer Kathryn Belmont was born. As you can see, she doesn't like being woken up any more than I do.

So I spent the weeks leading up to the birth trying to get her room ready. Once we pulled down the cheap sheet paneling with the numerous coats of paint on it (courtesy of our home's previous owners), I saw that the walls were in no condition to paint. My options were to demo and re-drywall (my choice), or to cover it back up again (Nancy's choice). After numerous people weighed in, I relented and installed tongue-and-groove paneling. It was actually a nice choice. It's floor-to-ceiling, 3/4" pine paneling, so it looks great and I don't feel like I took the easy way out. Of course, I still have about four panels to install, and there's no paint on the walls, but they came home from the hospital before I could finish. Oh well. I wouldn't be me if I finished a project completely within four months of starting!

So momma and Tessmer are home now, and both are doing great. Nancy seems to be healing up faster than the past two times, and the boys are adjusting well to their new baby sister. Jack (the dog) isn't feeling overly neglected because grandma's here, so that's good too. I went to work yesterday, but last night the baby kept Nan and I up all night, so I'm still sitting on the couch in my pajamas.

I think I'll take a nap now.

I'm Not Nancy-Bashing

When my wife read my post about goals, she said that it made her sound like "a meany." I assured her that my intention was not to make her out to be the bad guy, as reality checks are part of "her job." In all honesty, that is one of the things that I rely on her for – we often tell people that I have my head in the clouds, and she has her feet on the ground, and that's what makes us so successful.

I think that every company needs that kind of balance to be healthy. There are all sorts of personalities in the world, and only when the best is drawn from each of those personalities and combined do we see true excellence. If you look, there is a lot of literature on this.

My wife calls it "Button Soup", referring to the children's book in which a town full of people who have nothing combine their meager ingredients to create a very tasty broth that they all enjoy.

In The E-Myth Revisited, Michael Gerber says that it takes three roles to effectively run a company: the entrepreneur, who comes up with ideas and keeps the company moving forward; the manager, who keeps the trains running on time; and the technician, who actually does the production work. A successful business owner recognizes which of these roles she excels at, and finds help with the others. If not, she'll often burn out.

A dear friend of ours, Jan Day-Gravel, conducts testing and workshops introducing a concept called Emergenetics. Emergenetics begins with a test that categorizes the way we think into four specific areas: conceptual, structural, analytical, and social. An individual's scoring in these categories represent the amount of energy that he must to expend to think in that area. (For example, I scored 53% in conceptual thinking, meaning that it comes very naturally to me, versus 3% in structural thinking, which exhausts me.) Most people are dominant in two modes of thought.

Part of the workshop training discusses identifying ways to draw on others' strengths to supplement our own. If a team is too heavy on, say, conceptual/social thought, they're not likely to collect on the invoices (or even send them out for that matter). In contrast, a team that's heavier on the structural/analytical side will have trouble connecting with their customers, and may even end up alienating them.

All of this considered, Nancy and I make a great team. She helps me consider the real-world, playing devil's advocate to my crazy ideas; and forces us to slow down and follow through methodically. Without her, nothing would get done.

My role is to help her conquer her risk aversion, challenging her to step out of her comfort zone and face the unknown. I often play a supporting role to her, helping her flesh out her ideas and plan out implementation strategies.

In short, we complete each other.

Our team at Belmont, Inc. extends our capabilities even further. Each individual puts their own talents and strengths into the "soup", and the resulting collaborative efforts are extraordinary.

My advice to anyone who's asking would be to find the yin to your yang, whether it be in your personal or professional life. The result is infinitely greater than anything we can do on our own.

What's up with all these introspectives?

Okay, so 2006 is over, and what a wonderful year it was. But why does that mean that every blogger and their mother has to re-cap all of their own work from the past year? Is there really nothing new in the world, giving us nothing to write about? I mean, this is only my second post, so I'm still new to this and all, but come this time next year, will there really be so little going on that I'll be reduced to talking about the things I've talked about over the year? I hope not. So heading in, since I obviously couldn't do an introspective if I wanted to, I'll instead look forward and talk about goals.

Goals are a tricky thing for me. Being an entrepreneur, I get big ideas all the time. Some are better than others, so oftentimes I'll let them percolate for a while. I used to talk about them to people, mostly as a way of reviewing them in my own mind and thinking them through. Sometimes I realize that I'm not able to implement the idea, or it's already being done, or that I just don't want to bother. Some (mostly my wife) started seeing me as flighty when I didn't follow through. I started getting wary of talking about my ideas (and by extension, my goals), so that people wouldn't think I have no follow-through when those ideas don't come to anything.

I've sort of gotten over that now. I've incorporated one of Covey's Habits, that being "begin with the end in mind," into my overall plans for the future. I also took a Strategic Coach workshop, and learned that it's not uncommon for entrepreneurs to be seen as flighty, because by our nature we do have a lot of ideas, and not all of them come to fruition. As they say, if you don't know where you're going, you'll never get there.

So now I do set goals, but I sort of take a "baby steps" approach to them. I'll take something I want to accomplish and break it down into tasks, which I can then benchmark or schedule out. If it's on the schedule, I'm a lot more likely to get it done; and if it's broken down into smaller tasks, the whole project seems a lot less overwhelming.

Strategic Coach also helped me find a way to deal with issues that come up. When I talk about an idea to my wife, she always tells me the ten different reasons why my idea wouldn't work. (More often than not, I've already identified those items - I tend to be an extremely conceptual thinker, so it's easy for me to see all sides of a problem.) Strategic Coach teaches that you should identify those reasons, then plan out ways to combat them. Once you've done that, you've already created a plan for reaching your goal.

Another thing I've learned is to measure your success based on how far you've come, rather than how much further you have to go. If you think about it, it's our nature to keep extending our goals; pushing ourselves further and further. It's like being in a ship and sailing towards the horizon. You never get there, because it moves further out. That can be depressing if that's what you're focusing on. Instead, if you look behind you; identify where you started from and acknowledge everything that you've already accomplished, you feel refreshed and rejuvenated!

I never make "New Year's Resolutions". Our society pretty much agrees that those are made to be broken. Then there's guilt and remorse. Why even bother? Why set yourself up for failure? Goals, on the other hand, are made to be achieved! So make your New Years Goals, share them with somebody that will keep you accountable, and enjoy 2007.

New Year, New Blog.

Happy New Year!

As we roll into 2007, I've decided to start making use of the time between when I wake up and when I leave for the gym. Why not blog? Do I have something to say? Well, that remains to be seen.

So last night, we rang in 2007. Well, some people rang it in. I was sleeping. I volunteered for a shift at First Night, then hit a couple of the venues with my family. The baby was tired, so we came home. Then the wife and I debated going to another venue, where some friends were. I decided against it - if I had gone, I would have gone to the after-party, then instead of sitting up blogging right now, I'd be in bed with a pillow on my head, dreading the coming of 7am when the kids get up. Besides, alcohol doesn't go well with the Zoloft.

What's up for the new year? I think that our cms company, Belmonster, will take off this year. The product is good, and we're starting to gain traction with the sales efforts. We've got some big plans for it this year, including a free build-your-own-website community. After all, what better way to get the name out there than giving the product away?

We've also got some great projects in the works in our branding company, Belmont, Inc. The Chief of Staff for the U.S. Army just renewed their contract, so we'll be working on a number of exhibits and displays for the Pentagon. Sales efforts there are starting to bring new projects in as well, which is good because my wife will be taking maternity leave soon.

So what am I going to talk about in my blog? Well, it will be a mixture of branding, website subjects (interface/interaction design, information architecture, technologies, marketing and strategy), leadership/business-related topics, reviews of other blogs that I read, and perhaps the occasional picture of my kids. These are all things that I am interested in and do an enormous amount of reading about.

So happy new year, and I hope I don't bore you too much!