April 26, 2011
- Courtesy of eschipul photostream on flickr.
There is a lot, actually a whole lot, of buzz over the past year about the gamification of business, specifically marketing, training, customer service. The discussion too often overlooks the simple point that it is the experience with it, the playfulness of it, that makes a game. Not the scoring system, or the rewards, or anything else can make up for a game that participants (customers or employees) don’t experience as play. I’m not saying that incorporating game mechanics into relationships cannot create a motivating dynamic, at least over the short run. It certainly can.
Jesse Schell offered the point earlier this year that a game is a problem solving situation people enter into because they want to. He went on to say that if you can make a task feel like a situation people enter into because they want to then you’ve made it a game. Additionally, in her presentation “We Don’t Need No Stinkin Badges” Jane McGonical observes that gameful experience requires that participants experience the spirit of gaming rather than simply the mechanics, in other words that the rewards of playing a game people want to continue playing are intrinsic rather than extrensic.
The point of this post is to note that gamifying business to engage customers is one thing. Customers can almost always walk away from a commercial relationship if they want to, except perhaps in dealings with health insurance companies and utilities. Gamifying business to motivate employees is entirely another type of design challenge.
Using gamification to elicit patterns of action that enable employees to work together, such as knowledge sharing, easily slips into involuntary play and reinforces the type of competition that currently sustains siloed organizations. I’ll add to this point in a subsequent post on gameful collaboration where I contend gamification in social business aiming to increase collaboration must design for emergence, not just competition and cooperation, as guiding design principles for play. However, for now, let me just flesh out the point about gamifying employee relationships with an example from the construction industry and personal experience.
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2 Comments | 
Collaboration, Experience Design, Gameful Design, Learning Experience, Social Media | Tagged: Business, EBay, emergence, Game mechanics, Gamification, Gartner, intrinsic rewards, Jesse Schell, knowledge sharing, Maryland, Virginia Beach | 
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Posted by Larry Irons
August 15, 2010
What do you think the typical manager might say if you told them their employees don’t gossip and engage one another enough in social interaction at work?
Most managers know about the water cooler effect. However, not enough understand the meaning of the concept and how it relates to performance and collaboration. People thinking about how to support collaboration and performance need to keep in mind the simple fact that employees don’t only gather around the water cooler or coffee pot to get a drink. They often use getting a drink of water, or a cup of coffee, as a pretext for taking a break, and information sharing happens incidentally as they interact in that informal process, sometimes playfully, with their peers and, in exceptional organizations, their managers.
A couple of studies released this summer dealing with performance and collaboration in teams merit consideration in this regard. Not so much for what they specifically say about performance and collaboration as much as what they imply about the importance of social relationships to both.
The consulting firm RW3 recently released a study of distributed teams, reporting that “40 percent of members on virtual teams believe their groups are underperforming”. We previously discussed such distributed teams, noting that team members often disagree with team leaders about who is, and is not, on the team. Michael Schell, CEO for RW3, noted in Chief Learning Officer magazine that, of the teams studied, “Half of these teams never meet in person…They don’t get time to create any kind of rapport, which is very important when you’re working across cultures.”
While the RW3 research points to a salient issue in distributed teams, it fails to acknowledge that merely recognizing and talking about the impact of cultural variation on performance and collaboration, whether in informal online meetings or in training, fails to address the main issue. Members of distributed teams perform more effectively when they understand one another as people as well as employees. Specifically,
Collaboration means getting to know that other employees possess expertise on this or that topic, but also developing comfort with one another by sharing significant symbols relating to self, family, friends, and social activities, thereby understanding one another as people.
Merely orchestrating virtual water cooler meetings on a regular basis does not address the issue, especially when management coordinates the meetings. As I observed in a previous post on the importance of empathy and collaboration to social business design,
People who identify with one another are more likely to share information proactively, without waiting for others to ask for it, because they understand how their own work relates to that of other people and see the flow of work from multiple points of view, spanning silos. Too many social computing experts view collaboration from within a command and control prism, assuming people collaborate because coordination and communication are part of their job description.
Effective collaboration really requires proactively sharing information with those it affects, not simply reacting to information requests. It means anticipating the future impact of actions you take on the responsibilities of other employees or business partners, or the needs of customers. People really don’t do this well unless they see other employees, and customers, as people too. Indeed, this is one of the main reasons that social networks increase in importance as collaboration decreases as a face to face activity.
Recent research on collaboration, performance, and job satisfaction in co-located teams provides useful findings to consider in thinking about what social networks add to the mix in distributed teams.
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13 Comments | Change Management, Collaboration, e-Learning 2.0, Learning Experience, Social Business Design, Social CRM, Social Media, Social Networks | Tagged: Collaboration, Customer Experience, e-Learning 2.0, elearning 2.0, empathy, Enterprise 2.0, Experience Design, Social Business Design, Social Media, social networking | Permalink
Posted by Larry Irons
June 7, 2010
From nad2000's photostream on flickr
Over the past five years my thinking and work focus is on the strategic importance of dialogue between businesses and customers. The potential of social software, specifically social media and also Social CRM, to extend dialogic opportunities between the wants and needs of customers and the way companies meet those wants and needs with products and services intrigued me from the start. On several occasions I’ve discussed dialogue in relationship to organizational self-orientation, open innovation, brand strategy, and learning.
As I recently noted,
A dialogue strategy builds on the assumption that companies learn more from customers when customers learn from them, and doing so benefits both. I increasingly think it provides a basic framework to think about, and consider as part of your experience design strategy, when relating to customers. Thought leaders increasingly refer to the challenge as social business design.
The overall premise of this way of thinking rests on the idea that consumers and customers, as well as others with influence in a company’s ecosystem, are gaining increasing power to affect the meaning and value of brand offerings as well as the evaluation of operating assumptions. As a result, strategic efforts of organizational transformation are inevitable for most companies. Dave Evans puts it well,
Social CRM involves multiple elements, linked together, to provide an end-to-end understanding of how your brand, product, or service is received in the marketplace and how your internal processes produce and deliver experiences that drive this reception.
Surprisingly though, we continue to see debate about whether strategic transformation is needed to successfully implement Social CRM, making it seem that all companies really need to do is get on with using social media, or Social CRM tools, as solutions for specific functional areas.
As an example, Barry Dalton recently advocated,
We’ve been talking to customers over the phone for how long? Exactly! So, what’s the difference? Sure, social platforms are more public. But, does the public nature of the channel automatically turn us into bumbling idiots that are going to trash our company’s brands in 140 characters?
Barry seems to make the point that you don’t need to know how much influence a customer exercises in your ecosystem to provide them with services. I certainly agree with him on that point, and I’ll offer a personal account about why later in this post. However, in my view, Barry draws the wrong conclusion from the point. He paraphrases a quote from Frank Eliason at a recent SOCAP conference when someone asked about influencers and influencer analysis. Frank, reportedly said, ” I’m in customer service. I don’t care how influential they are. I need to solve their problem. Do you ask who your customer knows before you answer their question on the phone?”
I suggest that the influence of the customer does matter for the business supported, but not necessarily for delivering customer service alone. Along the same lines, Paul Greenberg notes in his consideration of the concept of Social Relationship Management developed by Brian Solis,
Measuring the whispers gives you some idea of how influential someone can be or how fast a trend can grow or what kind of chatter is spreading about your company — good or bad — and who is spreading it….
…Optimally, using these measures will help you gain some insight into individual customers and their particular influence. If you then provide them with the personalized products, services, experiences and tools they need to sculpt their own relationship with you, because the customer is prone to trusting “someone like me”, it is entirely possible that they will think of your business as a “company like me.”
Influentials matter, especially if they are one of your customers, or even a brand advocate, since they can help you flip the marketing funnel through word of mouth. These opportunities do not reduce to the goals of Public Relations, or marketing, or sales, or operations, or any other specific functional area of a business. The interrelationships are too important for specific functional areas to adopt tailored solutions to their own processes and add the word Social as an adjective, as Mitch Lieberman’s comment on Barry’s post makes clear.
Any strategy needs to support cross-functional goals and objectives which, I think, makes it essential to create or take advantage of new dialogic opportunities, or existing ones, in the business ecosystem. Not doing so, or simply approaching Social CRM as a solution, threatens to fail in an analogous manner as CRM itself did, treating relationships as transactions. Perhaps a cautionary tale about CRM can convey the point. I offer the following anecdote of my own recent experience as a customer of a technology service provider’s CRM system. Note that my experience was a social one, even though the business, XO Communications, doesn’t seem to recognize that social channels exist, nor does it seem capable at managing communication across channels with customers.
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8 Comments | Change Management, Collaboration, Customer Experience, Experience Design, Service Design, Social CRM, Social Media | Tagged: customer dialogue, Customer Experience, dialogue, Experience Design, social CRM, social learning, Social Media | Permalink
Posted by Larry Irons
October 22, 2009
Chilling Tales from the Porcelain Seat
You know social networking is going mainstream when service companies like Roto-Rooter start using it. My sewer line backed up yesterday and I called Roto-Rooter to clean it. The guy came out like always, did the job, and I paid him. As he handed me the receipt he also gave me a flyer that asked me to go to either Google, Yahoo, Citysearch, or superpages.com and write a review of the service. Once a week Roto-Rooter selects a name from the reviews submitted on any of these search engines and refunds the cost of the service. It doesn’t say whether the selection process is random or related to the sentiment of the review.
I was a little surprised that such an old-world service like plumbing would encourage customers to review their work. I guess that impression comes from a recent review I wrote on Yelp about another plumbing company in St. Louis. My review was far from flattering. Anyway, I thought Roto-Rooter’s engagement of social networking interesting enough to check out their activity. Sure enough, they have a blog that Paul Abrams, the Public Relations Manager, updates regularly, and Roto-Rooter maintains a presence on a range of social network channels. From their blog,
Follow us at Twitter under @RotoRooter and here’s our main page on Facebook. You’ll even find a Roto-RooterTV channel on YouTube where you can see pet rescues, old commercials and instructional videos for DIYers. Then check out our photos on Flickr.
And, just in case you are wondering, the service was excellent though it isn’t one I like needing to buy.
Posted by Larry R. Irons
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7 Comments | Customer Experience, Social Media, Social Networks | Tagged: Customer Experience, plumbing, Social Media, social media marketing, social network, social networking | Permalink
Posted by Larry Irons
August 27, 2009
Source: David Armano "Social Business by Design"
My first corporate position carried the title Methods Analyst, working for a large billing center serving a telephone company. One of my main tasks in that role involved learning how other employees performed their work and documenting it. On each project I typically spent several hours observing people work (what some today call rapid ethnography or guerilla ethnography) and then did in-depth interviews of the people I observed. Usually, at the end of my observation, I took responsibility for doing the work for a brief time under their watchful eye. In some sense you could say my work required me to continuously cross train in other people’s work, analyze the process, and write it up in a technical document. The main insight I took away from that experience was an appreciation for the importance played by empathy in effective collaboration.
First off, collaboration isn’t just about people sharing information to achieve common goals. Collaboration is about people working with other people to achieve common goals and create value. Advocates of Enterprise 2.0 sometimes make the fundamental mistake of arguing that collaboration is really only about achieving business goals, leaving the implication that incorporating social software into the work flow of organizations is sufficient. Even though goal-orientation is a big part of collaborating, collaboration requires more to achieve goals effectively. It requires shared experience. As Dev Patnaik and Evan Rosen recently noted, empathy and collaboration go hand in hand.
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13 Comments | Brands, Change Management, Collaboration, Customer Experience, Enterprise 2.0, Ethnography, Social Business Design, Social Media | Tagged: Collaboration, Customer Experience, Dachis Group, Enterprise 2.0, Social Business Design, Social Media, social network | Permalink
Posted by Larry Irons
August 1, 2009
Thanks to Tony Karrer, Skilful Minds is now a Featured Source for the eLearningLearning Community. The focus on eLearning offered here so far covers issues in experience design for the learning process. As the influx of social computing into the learning processes of organizations continues, the focus of Skilful Minds’ concern with eLearning is shifting to targeted discussions on how to design for effective informal learning experiences within an ecosystem of learners.
Jay Cross calls the domain a Learnscape, a design approach for developing co-creation, innovation, and self-service learning to shape the relationship between knowledge work and informal learning. As our discussions of social business design imply, the focus on learning and the social software stack needs to extend beyond the edge of organizations to their larger ecosystems, including consumers, customers, and strategic partners.
1 Comment | e-Learning 2.0, Learning Experience, Social Media | Tagged: informal learning, Learning Experience, learnscape | Permalink
Posted by Larry Irons
April 20, 2009
- The Cynefin Framework
As noted in a previous post, the promises made by brands are increasingly judged on whether they converge with the customer experience across channels of service in organizations. The challenge is a longstanding one for all organizations. However, the increasing adoption of social media makes the challenge more pressing as word of mouth (WOM) from customers, suppliers, competitors, or others amplifies their ability to communicate their experience with your brand to others. Word of mouth communities and networks using social software are increasingly spread over regional, national, and international borders, making them much more important to those who market branded products and services, online and off.
Speaking the language of customer-centricity is not good enough. Companies must talk-the talk and walk-the-walk for brand strategy. Brand strategies are most effective when based in the design and delivery of business services themselves. Listening to the conversations people engage online about a topic (such as your brand), and eliciting the participation of those people in the development and refinement of products and services, are two key parts of an experience design strategy. Even though you may think this is a “Duh!” insight, consider recent findings on the engagement gap.
PriceWaterhouseCooper’s 12th Annual CEO Survey recently reported that most CEOs,
…believe that data about their customers (94%), brand (91%) and employees (88%) are important or critical to long-term decision-making. However, strikingly low percentages of CEOs say they have comprehensive information in these and other critical areas that contribute to organisational agility. Just 21% have comprehensive information about the needs and references of customers and clients. Less than one third feel they have all the information they need about reputation (31%) and the views and needs of employees (30%).
Not surprisingly, the ability to anticipate customer needs is the widest gap between the information CEOs report they need to make decisions about the long-term success of their businesses, and what they currently possess. This post explores the Cynefin (pronounced cunevin) Framework as a helpful approach for thinking about the importance of dialogue with customers in efforts to bridge insight and action.
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Leave a Comment » | Customer Communities, Customer Experience, Experience Design, Social Media, Social Networks | Tagged: brand, co-creation, community, Customer Experience Management, Cynefin Framework, dialogue, Experience Design, Social Media, WOM, word of mouth | Permalink
Posted by Larry Irons
April 6, 2009
The topics discussed at Skilful Minds fall in a range of challenges involved in translating strategic business goals, and the complex needs of people, into exceptional experiences, for employees who provide products and services and those who consume them, whether the latter are customers, users, learners, or just plain people. Commentators and practitioners of experience design tend to focus on the latter while largely ignoring the former. A few recent posts by influentials speak directly to these concerns and merit specific attention for their insights into experience design and brands.
The underlying theme is that brands are not simply about the way customers view products and services. The way employees engage customers in the design, development, and delivery of those products and services is also crucial to brands. However, exhorting employees to live the brand and talk customer-centricity is a prescription for failure when isolated from transformational changes to a company’s engagement with customers.
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9 Comments | Brands, Change Management, Customer Experience, Experience Design, Social Media | Tagged: brand, Customer Experience, dialogue, Experience Design, PR 2.0 | Permalink
Posted by Larry Irons
March 18, 2009
Social Software Stack
The title for this post is drawn from a recent assessment of SharePoint 2007 offered on Thomas Vander Wal’s bog, Personal InfoCloud. Thomas’ post, as always, offers a unique point of view on what Enterprise 2.0 consists and, specifically, how SharePoint measures up. He isn’t offering his own formal assessment as much as reporting the stories clients and potential clients shared with him over the past couple of years. The social software stack, in particular the difference between collective understanding and collaborative understanding, frames Vander Wal’s perspective.
Given SharePoint’s widespread use, and the growing interest in applying social media applications to collaboration challenges in organizations, Thomas’ discussion deserves wider attention. His overall impression is well summarized in the following point.
SharePoint does some things rather well, but it is not a great tool (or even passable tool) for broad social interaction inside [the] enterprise related to the focus of Enterprise 2.0. SharePoint works well for organization prescribed groups that live in hierarchies and are focussed on strict processes and defined sign-offs. Most organizations have a need for a tool that does what SharePoint does well.
This older, prescribed category of enterprise tool needs is where we have been in the past, but this is not where organizations are moving to and trying to get to with Enterprise 2.0 mindsets and tools. The new approach is toward embracing the shift toward horizontal organizations, open sharing, self-organizing groups around subjects that matter to individuals as well as the organization. These new approaches are filling gaps that have long existed and need resolution.
In other words, SharePoint works well for situations in which defined groups need to reach a collaborative understanding of project requirements, their role in achieving those objectives, and what success means for the project. It works less well in providing resources allowing people across the enterprise, and across teams or departments, to discover connections with others and develop social relationships for networking together in ways that meet both personal and organizational challenges.
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12 Comments | Collaboration, Enterprise 2.0, Social Media, Web 2.0 | Tagged: e-Learning 2.0, elearning 2.0, Enterprise 2.0, social networking, twitter, Web 2.0 | Permalink
Posted by Larry Irons
March 2, 2009
A recent Economist article discusses the relevance of Dunbar’s Number to friending in Facebook, and its relation to the size of social networks, especially networks of close friends. The article addresses a similar issue outlined in an earlier post here on the influence of influentials on Twitter, which focused on findings of a recent study by members of the Social Computing Lab of HP Laboratories .
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3 Comments | Social Media, Social Networks | Tagged: facebook, friends, social core, social media marketing, social network, social networking, twitter, Web 2.0 | Permalink
Posted by Larry Irons
February 2, 2009
The Museum of Lost Interactions opened in 2006, and many of you may know about it already because of the initial sensation it caused among prominent thinkers about technology like Bruce Sterling. However, for those who don’t, I thought you might want to. MoLi is located in the University of Dundee’s Interactive Media Design program. MoLi aims to raise public awareness of the history of interaction design.
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Leave a Comment » | Cool Entries, Experience Design, Social Media | Tagged: Experience Design, interaction archaeology, interaction design, lost interactions, social communicator | Permalink
Posted by Larry Irons
January 27, 2009
We Need A New Box
A recent report from the Chief Marketing Officer Council provides an interesting set of insights into the engagement gap. The engagement gap refers to the difference between the influence of the Internet in consumer decision making and the amount of spending, and effort, by corporations and government agencies in trying to interact with and shape the thinking behind those decisions.
The CMO Council report summarizes the overall results of the survey as follows:
What we are seeing is much stronger sensitivity to engage directly with customers and learn more about what shapes, influences and impacts purchasing decisions and intentions to do business. The move to quantify “customer affinity” and increase “customer advocacy” has become a new measure of marketing effectiveness…
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Leave a Comment » | Brands, Experience Design, Social Media | Tagged: brand monitoring, engagement gap, Experience Design, listening platform, social media marketing | Permalink
Posted by Larry Irons
January 27, 2009
P&G Social Media Lab
As part of an overall critique of self-oriented approaches to innovation, Skilful Minds first considered open innovation at Procter and Gamble back in 2006. The latter post is one of the most visited here.
Given my recent focus on transformation as a fundamental concern for those interested in design and innovation, the recent publicity about P&G’s Social Media Lab instantly drew me to take a look.
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2 Comments | Customer Communities, Innovation, Social Media, User Experience | Tagged: open innovation, P&G, procter & gamble, self-oriented innovation, Social Media, social media lab, user experience | Permalink
Posted by Larry Irons
January 16, 2009
Social Networks that Matter
Without going into links to specific posts, I’ve noticed a trend among many blogs I try to keep up with over the past couple of years. I can’t count the number of times I’ve seen prominent bloggers post publicly about having to pare down the list of RSS feeds they read, or tweets they respond to. Since Peter Kim’s blog is the most recent instance of the trend I’ll use one of his recent posts as an example of what I mean. Peter noted that he increasingly hears an echo chamber across social media blogs in which the same content, case studies, anecdotes, etc. gets repeatedly posted and commented on. More cynical observers might contend that the complaints about information overload from influentials is a little like strutting in front of a crowd. Nevertheless, it is difficult to dispute the point that attention is a scarce resource on the Web. So is engagement.
Ross Mayfield recently pointed to a study published by researchers at the Social Computing Lab of HP Laboratories that addresses the point succinctly by pointing to constraints on friendship in directed social networks such as Twitter. A directed social network is characterized by an absence of explicit reciprocity constraints, fifty people can follow one person without that person necessarily following any of them. First Monday’s most recent issue includes an article, Social Networks that Matter: Twitter under a Microscope, that reports on a study of Twitter users by Bernardo A. Huberman, Daniel M. Romero, and Fang Wu of HP Laboratories.
The authors analyzed data from 309,740 people using Twitter. They compared the network of interactions people actually engage in while using social computing technologies such as Twitter to the network of connections with whom one shares a social relationship. Networks of actual interaction are considered networks that matter by the authors.
By networks that matter we mean those networks that are made out of the pattern of interactions that people have with their friends or acquaintances, rather than constructed from a list of all the contacts they may decide to declare.
In other words, the research focused on reciprocity as well as connection in studying the social network of Twitter.
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12 Comments | Brands, Collaboration, Social Media, Social Networks, Web 2.0 | Tagged: Dunbar number, hidden network, influentials, reciprocity, Social Media, social network, social networks that matter, twitter, viral marketing, word of mouth | Permalink
Posted by Larry Irons
January 7, 2009
Bruce Nussbaum recently declared Innovation is Dead, initiating a lively discussion around the issue of whether one term for change is better than another.
Before listing out Bruce’s key points, it is important to recognize that he isn’t saying that innovation is unimportant. Rather, he is pointing to the necessity of approaching meaningful change as a transformation of relationships between people and institutions, not just innovation at the edges through altering the systems allowing us to manage products and services.
Following his initial post, Bruce summarized his thinking in succinct form.
1- Our institutions aren’t working. They are broken. Corporations, investment banks, health care, schools, universities, Congress, transportation. The current crisis is accelerating the breakdown in the major institutions of our lives that began in the 90s.
2- Digital technology is disintermediating every organization, eroding the role of all middle men and women, from ad agencies to college professors, from newspaper editors to hospital administrators, from political parties to savings banks. The shape of all our institutions is radically changing.
3- The power to create and participate is moving to the masses. Digital technology is giving everyone the tools to tinker again, to design and shape their learning, their working, their play. Craft is back in newly significant ways that we are just beginning to understand.
4- “Innovation” is inadequate as a concept to deal with these changes. You have “game-changing” innovation, which is big but rare and incremental innovation which is small but common. “Innovation” implies changing what is. “Transformation” implies creating what’s new. That’s what we need today, a huge amount of totally “new.”
5- Design is the answer. I use the term “transformation” to capture the immensity of the task ahead of us and to guide us in the magnitude of that task, but the actual tools, methodologies and, yes, philosophy of that mission is found within the space of design and design thinking.
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8 Comments | Experience Design, Innovation, Social Media, Web 2.0 | Tagged: change, deep metaphor, Innovation, nussbaum, socia media, transformation, zaltman | Permalink
Posted by Larry Irons
December 5, 2008
A month ago, Don Bartholomew asked the question, “Is 2009 the Tipping Point for Social Media accountability?“ Don summarized the meaning of his question about accountability as follows:
So far, the spirit of experimentation has provided a sort of ‘get out of jail free’ card with respect to having to demonstrate the value of digital and social media programs and initiatives. It looks like 2009 will change all that due primarily to three factors:
- the widespread awareness of social media use in a business context
- the economy
- the economy
In a similar tone, Peter Kim recently took up the issue of return on investment (ROI) of social media. His thoughts on the topic were a response to a post by Lewis Green. Lewis offers a distinction between focusing on ROI and focusing on business Value as two different, though complementary, ways of addressing the importance of social media to business.
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5 Comments | Brands, Customer Communities, Innovation, Social Media, Web 2.0 | Tagged: Add new tag, ROI, Social Media, social media marketing, tipping point, VRM | Permalink
Posted by Larry Irons
November 18, 2008
At least since publication of the Cluetrain Manifesto, with its meme that markets are conversations, observers noted the importance of what customers say about a brand, online and off — but especially those online. However, a somewhat subtler point from Cluetrain is increasingly relevant to brands and social media. The point was made in the book’s Thesis 39: “The community of discourse is the market.” In fact, the thesis actually consists of several ancillary ones: Read the rest of this entry »
6 Comments | Brands, Customer Communities, Customer Experience, Experience Design, Social Media, Web 2.0 | Tagged: brand, cluetrain, dialogue, emotion, Social Media, Web 2.0 | Permalink
Posted by Larry Irons
October 22, 2008
David Armano recently made a distinction between interactive advertising and social media which he depicts in the image on the left. He noted that many companies mistake interactive advertising with social media and notes that the two differ in the place of PEOPLE in the strategy. Specifically, David points out that interactive advertising involves Human-Technology Interactions. Whereas, social media involves Human-Human Interactions enabled by technology.
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4 Comments | Brands, Community 2.0, Experience Design, Social Media, Web 2.0 | Tagged: community, interactive advertising, Persona, social media marketing | Permalink
Posted by Larry Irons
October 20, 2008
The image on the left was used by Paul Dunay over at Marketing 2.0 in a recent post on digital signage. Paul notes that a recent Razorfish survey ranked digital signage (32 percent) as only second to mobile (51 percent) in importance as an emerging media channel. He also takes note of examples of new media channels that combine the two, mobile and digital signage.
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2 Comments | Social Media, Ubiquitous Computing, Web 2.0 | Tagged: digital signage, Social Media, Ubiquitous Computing, Web 2.0 | Permalink
Posted by Larry Irons
