In the research that I recently published for IG Digital into the ways in which organisations are using digital channels to engage with customers, email came out on top. Of the 65 organisations I spoke to, just about every one had established processes for the ways in which they handled email communications from customers. Which … Continue reading No reply
Category: Themes
On Saturday I wanted a pizza. I’d been out to watch Watford play at Vicarage Road for the first time in about five years, had had a couple of pints on the way back, and couldn’t be bothered to cook. I’m not a habitual take-away food consumer, but once in a while… I downloaded the … Continue reading The dominos effect
Spend a lot of your time firefighting? It's a funny metaphor, because one group of people who don't are firefighters. The fire service spends a huge amount of its effort, through education, regulation and other activities, trying to reduce the amount of time that it spends doing the thing it is assumed that they do … Continue reading Firefighting
I'm living a semi-corporate life at the moment, with a longer term piece of contract work with a large client. Having spent the past 12 months pivoting on a sixpence, I'm now experiencing some of the things I'd vaguely forgotten - and top of the list is that broker of inefficient productivity, the networked diary. … Continue reading Efficient unproductivity
The legend of New Coke goes a little something like this... Thirty-odd years ago Coca Cola got a little bit spooked by the marketing campaign run by their arch competitors Pepsi - the Pepsi Taste Challenge. The campaign, which ran in adverts over here too, showed blind taste tests where people time after time selected … Continue reading The New Coke moment
This post is in the “cheaper than therapy” category a little more than usual, but expresses some of the paradoxical stuff I’m currently mentally wrestling with… First of all, nobody can predict the future. I don’t care if you’ve been blessed with the magic pixie dust of mysticism, or the magic pixie dust of big … Continue reading Confusion
This morning saw the culmination of about five months' work - the release of the research report that I've investigated and compiled over this summer for IG Digital, and the event organised in conjunction with social PR firm Zoodikers at which we launched. The research involved me speaking with or online interrogating people from 65 organisations across … Continue reading Meeting of minds
You've got to love the Internet. Find a challenge that you haven't come across before? Tippetty-tap on Google and before you know it you've found someone who has already. And so it has been with the issues of agile approaches to software delivery in the context of collaboration tools that I mentioned earlier this week. … Continue reading Collaborative personae
I'm very lucky to live in the stereotypical leafy South West London suburb of Teddington. Close to the open spaces of Richmond and Bushy Parks, with a thriving local independent shopping centre, great schools and other amenities. The best way to illustrate what sort of a place Teddington is is when I saw dog poo … Continue reading Leading questions
I've been immersing myself back in the world of agile methods in the past couple of weeks, and one thing above all else has been striking me; agile methods are focused on the individual. This is particularly notable because I'm thinking about the ways in which collaborative software could help to improve the ways in … Continue reading The individualism of software development
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