Posts tagged: Customer Service

Oct 26 2009

Entrepreneurship – Start where you’re at.

If you’re an entrepreneur of any kind, it’s likely you’ve already started, but maybe you’re just not aware of it. Here are few signs of whether you’re an entrepreneur and don’t know it:

  • Do you work harder than most for quality and value when others around you would prefer to maintain the status quo?
  • Do you feel like you care more about the work, customer, and/or employer than those around you?
  • Do you do your best work simply because you couldn’t imagine doing it any other way?

If you’ve answered yes to any of these questions then surely you’re an entrepreneur.

It’s easy to think that an entrepreneur is a business owner or the like, but really entrepreneurship is the just the willingness to do something and take responsibility for it. And actually, the definition for leadership isn’t much different, which is why entrepreneurship and leadership go hand in hand. The entrepreneur takes responsibility for their life, career, etc… and goes for it. There’s no need to begin at some distant point in the future, as I’ve said, you’re likely already doing it; make a conscious decision to start where you’re at.

Sep 25 2009

Good work & good people.

Doing good work with good people often has a very positive outcome. Hell, sometimes doing even mediocre work with good people makes all the difference. When I’m starting a project I try to see the absolute best vision of what it can be, pushing all the bureaucracy and unknown variables aside. I try to communicate the vision to the people I’m working with. I want them to see the same vision that I see. I’m not talking unrealistic BS, but truly the good that come out of the project, and the good work and value we can get out of the process. It’s true that good work is it’s own reward. But an even better reward is bringing together good people and good work to create greatness. Surely, there’s nothing better than that.

This post was inspired by recent work I did with Lansing, Michigan-based Such Video. Karen Stefl, David Such and Mike Nelson do great work, and it’s truly a pleasure to work with them. I wish that all of my vendor relationships could be as pleasant. For the sake of full disclosure our relationship is purely professional and I hold no interest in their organization; just wanted to give them props for good work.

Sep 20 2009

The Ongoing Process of Refinement

Some of my regular readers may have noticed that the site has been changing over the last month or so. This really started with the merging of the Digital Imperative blog and my music/design site. I wanted to bring my career workinline with my creative and artistic work here at mattborghi .com. Since then I’ve been reading some of your comments, emails and past posts (of which this is post #90) and thinking about the editorial direction and content overall of The Digital Imperative. This week it became clear to me that while I might talk about Google, Twitter or Yahoo, or Web and Digital Strategy or communications, as well as posting videos or Mp3s of recent work at the core of my message is that of entrepreneurship. Whether you’re a corporate entrepreneur working inside the walls of a Fortune 500 company, the small business owner who’s reach is much more local than global or a Do-It-Yourself artist trying to gain a broader audience for your work — Entrepreneurship is an attitude.

It took me talking to a trusted colleague this week for that to become clear to me. We spent a good amount of time talking about what it means to be a small business and a small business owner. Entrepreneurship encompasses a series of soft skills, including ambition, persistence, organization, attitude and most importantly a belief in one’s self, but there are many other words that describe what an entrepreneur or entrepreneurship is.

I plan to spend more time talking about entrepreneurship and what it means to be an entrepreneur. Keeping in mind that my definition of an entrepreneur is looser than most. I define an entrepreneur as someone who works to put something together and is willing to take the risk for it.  This goes together with the newly-crafted editorial statement that I crafted for this site: The best investment you can make is in yourself.

So that’s the plan, and the direction I plan on taking with things. I’ll still be talking about social media, Web strategy, communications and the like because of course it’s absolutely the entrepreneurial spirit that drives one to undertake these things, especially as best practices are being written as we go. As always, I welcome your feedback, and look forward to the continued conversation.

Sep 17 2009

Send me an email.

Certainly, it’s a generational thing, or maybe just a communications preference, but for me, I just don’t like talking on the phone like I did when I was a teenager or in the early years of cell phone ownership. Send me an email. Email is unobtrusive, and allows for the most basic relay of data. I can respond at my leisure. I can organize my thoughts, and put them out there in front of me before committing to them. I can have a record of what I sent, because you never know when you might need a record of what you’ve said. Unlike phone calls from strangers, where I hang up almost immediately, I seriously consider and think about email propositions from strangers. Email just works really well. Sure there are folks who talk about the death of email by texting, and texting, sometimes, is an even more basic relay of data, especially when lenghty thoughtful statements aren’t needed, but that’s for another post. Bottom line: Send me an email, and I’ll guarantee that I’ll read it; entice me and I might even respond.

Aug 25 2009

Social Media & Social Responsibility

Came across an interesting article here about a local Michigan company, Oneupweb from Traverse City, traveling around the state in a motor home offering up free advice on digital strategy, SEO and online marketing in general.

My initial reaction to this article was two-fold: First, what a great idea and second, this such an excellent example of a socially responsible Michigan firm doing their part to try and help those struggling in the Michigan economy.

However, what Oneupweb teaches here isn’t just about helping Michigan, but really it’s about outreach and social responsibility. As I said in my post here, the Web has always been social and it’s always been about sharing with others. It’s one thing to to do this only in the digital domain of the Web, from the comfort of one’s office or living room, such as I’m doing now, but it’s something else entirely to take this sharing and exchange on the road to meet the man on the street where he lives. Very inspiring.

Aug 18 2009

The Human Side of Strategy

Change is hard, there’s no question about it. Sometimes, even a change for the better is tough for a team or an organization to make peace with; and things are even worse if the change isn’t for the better. I’m not talking about the slow gradual change of degradation, as much as I’m talking about quick changes, and their short, sharp shock effect. These changes, while quick in execution, to some appear to be better and more effective (I blame this one to many Dog Whisperer episodes where the watcher begins these techniques on humans) have far-reaching effects that definitely effect morale and an organization’s culture.

In our particular epoch, this post-9/11, quasi-depression era that we’re living in, people are often running scared, and any change, one way or another, fuels core fears – loss of job, loss of home, loss of health care. There’s not a lot that we can do about this except to be mindful and sympathetic.

It’s easy to lose sight of the human element when you’re working on the digital strategy side of things. However, this sympathy and mindfulness of where your users live will help a great deal in developing a strategy that’s both successful for the organization and for the human beings that you’re hoping to connect with.

Jul 31 2009

RIP – Yahoo Search.

Reading this Businessweek article makes me think that I am quite sad to see that Yahoo is giving away their search business to Microsoft in the deal announced this week. To be sure, Yahoo has struggled for years as Google has claimed market share, but going over to the dark side and selling out to Microsoft seems sad and unfortunate to me. On the one hand, Yahoo has had a lot of problems, and has lost a lot of money over the years, on the other hand, Microsoft has had a lot of problems with their products over the years, and they’ve made a lot of money. Perhaps it’s a marriage made in heaven, where the bottom line trumps value, but it’s still sad. Yahoo was a Web pioneer, trying new things and attempting to define what the Web could be. However, with this deal, it seems they have thrown in the towel.

It will remain to be seen how things will go for YaBing, or BingHoo, or whatever the combination that adds Yahoo’s search assets to Bing will be called. A lot of folks like to hang their hat on the idea that Bing, somehow, with it’s new interface, and marketing push, is different than Live Search, but really, that’s just advertising dollars at work, because the Microsoft flavor of search is as crummy as it’s always been, and maybe that will change for them with the Yahoo deal. However, I doubt it somehow, because they’ve just never gotten what the Web is about, and I’d submit that Web’s openness is fundamentally incongruent with Microsoft’s culture, and philosophy, thus making it impossible for them ever to get more market share than they can buy… RIP Yahoo – “Yet Another Hierarchical Officious Oracle”

Jul 22 2009

The Right Thing

Doing the right thing isn’t easy; it takes courage, follow-through and a near-constant defense of what’s right. It’s not that people don’t want to do what’s right, but it’s not the path of least resistance. Sometimes, though, you can’t fight all the good fights, but rather you have to pick your battles strategically.. What will have the best outcome? What are the pros and cons? How would this  benefit the team, the organization, the world, etc… Sometimes this makes it easier to choose, sometimes not. Doing the right thing, often, is tough, but there’s personal solace in knowing you did the right thing. Somehow, this is what matters more than anything.

Jul 08 2009

The Tao of Success

For many years, I’ve been inspired by the Taoist concept called Wei Wu Wei, doing by not doing. This philosophy can be applied in many ways, but since the focus of this site is digital strategy, let’s focus on that: When you’re doing digital strategy the greatest success is found when you’re working with the Tao, or loosely translated, the unseen current of the universe. If you’re working against the Tao, then somehow, you just won’t succeed, or succeed for very long. Why? Because you can force anything, but forcing, by its very nature infers opposition, or opposing something… many dollars and much energy can be spent to force things, but eventually dollars and energy run out and whatever was being opposed prevails. If you’re working with the Tao, then there’s no need for force, because there’s no opposition.

You only have to look at what drives and what’s driven the Web to see that this is true. Whether it’s open source projects like Unix, Linux, Apache, or openness and sharing that occurs naturally on the Web, think Twitter, Facebook, or earlier BBS systems, or the approach of company’s like Google who’ve tried to harness these open source, sharing models. They’re successful, because, mostly, they work with the Tao rather than opposing it. Microsoft is a good example of an organization working counter to the Tao, specifically now, as they try to use dollars and energy to push their Bing search service to overcome the natural and organic (or Tao-centered) adoption of Google.

If you want to succeed, be concerned less about being a success, and more about how you can add value, centered in the Tao the rest will surely follow.


Note about Taoist references.

I’ve been a student of Taoism and Zen Buddhism for nearly 15 years. Early Zen was influenced greatly by Taoism, which preceded it, philosophically, in China, and so much of what’s been written in both schools of thought is complimentary. This isn’t always true, but frequent enough to mention. Taoism isn’t a religion as much as it’s a life philosophy. I’m wary of mixing anything that be construed as religious with my professional work, but I’ve been working on a translation of the Tao Te Ching, and I’ve come to see many examples of how working with or against the Tao can predetermine success or failure. In fact, patterns were so great that there was a point when it was hard to not correlate success and failure to how centered or uncentered in the Tao a given organization or service was. Anyway, there are sure to be more references to Taoism as I move through the translation and come to understand more of these small and ordinary mysteries…

Jul 01 2009

Re: IABC – Two Out of Three Communication Professionals Don’t Think Twitter’s Popularity Will Last

This press release that the IABC – International Association of Business Communications issued yesterday is very interesting to me. It’s titled: Two Out of Three Communication Professionals Don’t Think Twitter’s Popularity Will Last

To be sure, this is a bold statement, not because I’m a super Twitter user, though I did crack 100 followers yesterday (not much in the scope of @Oprah or @APlusK (Ashton Kutcher)), but because this statement positions itself to be some kind of pronouncement about Twitter as a communication tool. Twitter, or any other Web/electronic communications vehicle is temporal at best, and subject to the natural evolution that has affected communication methods since the dawn of the Web.

With the Web communication approaches are always changing – Usenet, BBS Systems, and Listservs were improved upon by OneList, eGroups and later Yahoo, Google Groups and AOL Instant Messenger. Yahoo and Alta Vista informed Google, which Google improved on. AOL Instant Messenger laid the ground work for ICQ, and Facebook, or semantically different, but no different really, Twitter and micro-blogging. Live Journal laid the groundwork for blogging and MySpace which laid the ground work for Facebook, and Facebook was informed by Twitter when they integrated a Twitter-esque piece into Facebook, which actually was more reminiscent of AOL Instant Messenger status messages… Anyway, you get the point.

Facebook, if they’re still around in ten years, will be radically different. Twitter, if they’re still around in ten years, will be radically different. This is the evolution of sharing ideas, information and our lives in our community, while the definition of community, and what it means to communicate with that community, continues to change.

The bone that I really have to pick with IABC’s press release is their choice of wording in the title. Many communicators don’t get Twitter especially in the context of business. So in some ways this title, from a leading communications organization creates the appearance that they’ve washed their hands of the value that Twitter could add to communications, and the subtext is that communicators should, too… Maybe that’s unintentional, but from my perspective that’s how it comes off.

I’m assuming that IABC considers themselves to be experts in communications, as it is they’re business and issuing this press release could support this theory to some, but truly, if they were they would understand the history and context of not just Twitter but the history of communicating on the Web in general and fold some of that history, if only a couple paragraphs, into the release. They didn’t, though…

Twitter is a tool, and tools become outmoded and improved upon. Anybody trying to harness the power of these tools needs to recognize their temporal nature. Neither Twitter nor Facebook are here to stay in their current form; if they stayed in their current form they wouldn’t exist at all in ten years… MySpace stuck to their “current form” for too long and they’re foundering because of it, replaced by Facebook; same with Yahoo! who were improved upon so long ago by Google that they’ve become the de facto cautionary tale of why you have to change (Read: evolve) or die.

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