Who Will Publishers Blame Next?
July 6, 2010
Google has been the target for some media companies for years. Most of the hostility has been ignited because Google indexes content. Users want to find information. Anyone who uses a computer wants to shorten the distance between A (what is needed) and B (where the information is). Simple and a constant problem for Google’s engineers to understand.
Now publishers have to face some painful facts.
First, Yahoo – after years of inattention – has figured out that clicks yield valuable information. According to the New York Times, Yahoo will use these data to deliver “news.” (Note that this link will go dead because the New York Times is trying to cope with online. Helpful, right?) Gee, I do that in this lousy blog. I look at usage reports from Blossom, AWStats, and other analytics sources. I write about what gets clicks. If the addled goose, aged 65, figured this out years ago, what took Yahoo so long? Interesting how those young wizards overlook the message of the purloined letter?
Second, the US Postal Service is going to raise its rates. (Same deal. The link will be dead in a nonce.) The USPS has been the print publishers’ pal for decades. My grandfather, after World War I let him out of the trenches, delivered mail. He complained long and loud about the crap he delivered at bargain basement rates. In Harrods Creek, the postmistress and I talk about the volume of junk that flows through the system. One conference promoter sends me dozens of fliers at bulk rate prices. Last year, I gathered up these fliers and mailed them to the company president. Guess what? No change. It is cheaper to pump baloney through the USPS than clean the mailing list. How long will this outfit be in business?
Hopefully the media titans will direct their ire at Yahoo and the US government. Why not blame others instead of oneself? Isn’t that the modern MBA way?
Stephen E Arnold, July 6, 2010
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Search Facebook Posts with Adtelligence
July 6, 2010
We learned about Adtelligence, a Facebook search engine. Still in beta, the system provides access to certain Facebook content.
The system is available without charge. The search function looked like this on July 4, 2010. If you don’t see the search page, scroll down or try the direct link http://www.facebook.adtelligence.de/en.
There is an RSS feed and a snippet of code so you can put Adtelligence search results on a Web site or blog. The company is seeking beta testers.
Stephen E Arnold, July 6, 2010
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Azure Chip Whiz Reveals Possible CRM Goof but Is It Okay Now?
July 6, 2010
I urge you to read this ZDNet article in full. Before I make any observations, point your browser at “Gartner Customer 360 – Their First Social”. Study the write up. If you agree with it, don’t read my comments. If you think it sounds like azure on azure, read my comments and observations. Keep in mind that I am offering my views and opinion. I don’t know much, but I know what I find tough to swallow. You may have a different preference. As a former Ziffer, I was shocked at this write up and its content.
The idea is this write up is that a big consulting firm, Gartner, did not understand customer relationship management and now has figured it out. Here’s the passage I found quite remarkable from a person who gets paid by the azure chip outfit to be an “expert”:
My conclusions in most of my prior posts on this particular conference over the years, were that Gartner didn’t get it, or later on almost got it, but not quite. Last year, they regressed and held a conference that was universally (and a bit shockingly) panned for its attendance and content. But they’ve shown a truly admirable resiliency and a real humility when it came to rethinking what they had to do to make this conference a true success. And that they did. This was spectacular.
As I said, off the rails in the past and now the azure chip outfit gets it. So the person paid by the azure chip outfit knew the client was confused if not wrong and kept taking the money. Even more remarkable, the hired gun is now trying hard to convince me that the railroad train is back on the tracks and pulling a load. Wow.
Second, notice this passage:
Gartner to their credit is showing an incredible flexibility and humility when it comes to Social CRM. First, they are now behind the market where a year ago, that wasn’t exactly the case. They are predicting a $1 billion spend on what they define as that market (more on that in a bit) in 2011, which would put it at about 8% of the total CRM software market if they are seeing it as a subset of that. I’m unaware of whether or not they are or aren’t but will find that out and let you know via a tweet soon enough. Additionally they see SCRM as a defining framework for the market. They also see it (YESSS!) as evolutionary, not revolutionary. Meaning it’s not replacing CRM but its extending social capabilities into CRM. BTW, they are not having any difficulties using the word “social.” I say this because I’m seeing some feedback – as in the kind “Blackberry-next-to-speaker” feedback – noise – about the use of the word “social” because “we’ve always been social.” So what? That doesn’t mean we can’t use the word. Its used as a way of distinguishing changes in CRM that are due to changes in customer behavior and how the customer communicates. In fact, read Mitch Lieberman’s post on managing expectations for a good way to think about it. What makes Gartner’s perspective on SCRM important is that they are market makers when it comes to customers’ thinking about what kind of business strategies to execute and what kind of software to implement. They don’t do much in between, honestly – the programmatic requirements of practitioners are left to consultants as the guidance counselors.
I like the YESSS! Quite emphatic. Kathy Bonomo, my grade school girl friend, wrote in capital letters and used exclamation points too. My view is that after explaining the outfit was not on the beam and praising everyone at the azure chip outfit effusively, the azure chip outfit is in the swing of social, has Web content that makes this point, and influences companies about business strategies.
Okay, so if the azure chip outfit was off the rails and advised clients at the time, perhaps the advice was somewhat flawed? If accurate, wow.
That’s enough. I am delighted that I am old, semi retired and able to avoid sticky wickets that poke their prongs into objectivity, knowledge of a domain, and credibility. This mea culpa write up is a keeper, just not for the reasons one would tuck away an important piece of writing like Kenichi Ohmae’s The Mind of the Strategist. The troublesome thought is that some clients might put the azure chip firm’s work on an equal footing with a blue chip outfit. In tough times, clients deserve the best, not self referential information that underscores how a goof seems to have allowed a CRM train to run off the tracks.
Stephen E Arnold, July 6, 2010
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MondayNote Spelling Out Some Truths
July 6, 2010
Many Americans, confident of their high school French, confront French culture in a food crisis. Perhaps it is the cloak of invisibility that shrouds the American in a cafe opposite Opéra? Maybe it is the two scoop ice cream confrontation? Whatever it is, Americans find themselves baffled by the French. French American business relations are often as confusing. The French executives explain how the deal will work. The Americans look confused. The French shrug, sometimes offering a little smile, and walk away. The Americans look like they have lost their iPhone or car keys. The software or business method that could have helped the US outfit has walked out the door. Too much of a hill to climb.
If you think you understand the French or Europeans in general, you will not benefit so much from “The Poison of Arrogance.” That’s too bad. I think the write up is accurate and underscores a potentially fatal weakness in how American companies and executives deal with other cultures.
I am the quintessential ugly American. From my clumsy interaction with Brazilians when I was in grade school to my inept behavior in dozens of countries, I have no illusions about myself. I am putting myself in the barrel that M. Filloux has assembled from the facts and observations in his argument. The question is, “Will others take heed?”
I don’t want to summarize the well reasoned article. I do want to highlight one key passage and offer a comment. First, consider this passage:
Many American companies suffer from vision impairment: they consider the Rest of the World as an aggregation of second-class people. What I called in a previous column the “Burundi Syndrome”, leads to zero delegation of authority. This leads to terrible results. Each attempt from a European subsidiary to adapt company policies to its local market conditions hits a wall of a soviet-like centralization, this time epicentered on the West Coast of the United States.
As painful as it is to accept criticism, I agree with this statement. You can consult the original write up to read about the companies that M. Filloux uses as examples. You will know them well. I have worked for some of them as you may have.
My observation is simple: Change is needed. Companies that evoke regulatory officials’ ire are doing something to create a fire storm, not put the fire storm out. Companies that tell other countries how to run their rail roads are not going to get first class tickets under any circumstances.
My concern is that time has run out for some companies, and I think the push back and confrontations are likely to escalate. Unnecessary and perhaps unfixable.
Stephen E Arnold, July 6, 2010
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ArnoldIT July 2010 For-Fee Columns
July 6, 2010
Stephen E Arnold’s July 2010 columns have been filed. These will appear between August and October 2010 due to the lag time in print publication. Information World Review has shifted from paper to an online-only publication, so that column should be available in the month of July. Here’s a run down of what I covered for each of these publishing firms:
Information Today, published by Information Today in Medford, New Jersey. The column is “The Palantir Play: A Blend of Open and Closed.” Palantir received about $90 million in venture funding. The column considers the implications of the firm’s open source and proprietary technology blend. www.infotoday.com
Information World Review, published by Bizmedia Ltd., runs my column in its online journal. This month’s column is “Will Open Source Boost SAP?” My view is that I hope so. SAP has a long hill to climb with its aging locomotives R/3 and NetWeaver. www.iwr.co.uk
KMWorld, published by Information Today in Medford, New Jersey. The column is “Google Communications: Regular, Blended, or Transformational?”. I consider the differences between Google’s approach to enterprise unified communications and what such companies as Cisco, Microsoft, and Verizon offer. www.kmworld.com
Smart Business Network publishes about 20 regional business magazines. My column appears in each region’s publication. This month’s column is “Why a Web Site Is So Yesterday.” The idea is that other types of electronic presence is required. A Web page won’t pull the marketing cart in today’s world. www.sbnonline.com
In addition, the ArnoldIT.com team is generating original content for Access Innovations and IGear. If you want to add original content to your blog, let me know. I can provide you with options and costs for this service. The Beyond Search blog and my columns have created a spontaneous demand for substantive content on technical and business issues. Quite a surprise for this aging goose. One plus is that traffic to a Web site increases with the ArnoldIT.com “triple tap” method. Forget traditional public relations and consider the original content methods. Write seaky2000@yahoo.com for information.
Stephen E Arnold, July 6, 2010
This is a commercial message bought by Stephen E Arnold in order to generate vast sums of money and help companies wanting a marketing method that really works.
Clarabridge API Available
July 5, 2010
When we first learned about Clarabridge, our initial impression was that it was a system developed primarily for Microstrategy customers wanting more beef in their business intelligence capabilities. Over the years, the company has diversified and expanded its market reach and capabilities. Now Clarabridge is aiming to improve its customer feedback searchability by adding an API. Yahoo! Finance recently reported this upgrade and its many benefits in an eye-opening article. Currently, Clarabridge provides sentiment and text analytic software for improving customer experience. By adding SOAP-based application program interfaces (APIs) customers will now be able to better review feedback. The API allows users to submit a single document for processing, real-time extraction of language content and sentiment, as well as customized starter packs for various customer needs. These new API options are an exciting addition in the elusive world of customer satisfaction. If used properly, this software could one day replace former marketing tools like focus groups and customer surveys. Note: If the Yahoo News link goes dead, you can get the information from www.clarabridge.com.
Jessica West Bratcher, July 5, 2010
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Business Spread Free Service
July 5, 2010
The best things in life are free, or so a British vertical search engine thinks. Business Spread provides an editable page, as well as entry onto social bookmarking pages and social networks like Twitter and Facebook for its customers. The listing page allows a business’ logo, a description and contact information all for free. Even the premium page options that place certain business listing above all others, is free, only requiring a link to Business Spread on that homepage. The jury is still out on how well this engine works for generating business. Business Spread’s page itself is cluttered and a little confusing to navigate. But by offering this service free, they are already doing better than similar competition that charges fees.
Jessica West Bratcher, July 5, 2010
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Expert System Honored
July 5, 2010
There were no teary-eyed speeches or red carpet interviews, but the business world recently awarded its version of the Oscar to a company doing exciting things with searches. The Stevie Awards annually select the best and brightest companies around the globe for its awards. This year was no exception, because its Best New Product or Service winner was search and semantic technology innovator Expert System USA () for its COGITO Focus program. This search platform improves search capabilities and interactive analysis for all data. “This allows users to have insight into both structured and unstructured content, both internally and externally, including RSS feeds, Web pages and social networks,” the company says. This honor is another sign that search companies are gaining significant traction and respect in the business world. A happy quack from the goose pond. In September 2010, ArnoldIT.com will feature the Expert System technology in its demonstration series. Watch the blog and the Expert System’s Web site for details.
Stephen E Arnold, July 5, 2010
Humans Not Replaceable Yet
July 5, 2010
The secret to national security is in searches, or so a recent Federal Times article tries to convince us. Citing the botched Christmas Day terror attempt, it claims that Homeland Security is deluged in so much data that agents could never be expected to stop a suspect in time. “Without better information systems,” the article says, “the intelligence community will be hamstrung in its efforts to transform information into intelligence.” The answer, it claims, are semantic searches that make preliminary conclusions on their own. So much faith in smart and semantic search capabilities is exciting, but overlooks the human element. High-powered search tools are great, but the technology still cannot surpass human instincts and knowledge, no matter how sensitive the equipment.
Jessica West Bratcher, July 5, 2010
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Exalead and Mobile Search
July 5, 2010
Podcast Interview with Paul Doscher, Part 4
Exalead’s Paul Doscher talks about Exalead and mobile search on the July 5, 2010 ArnoldIT Beyond Search podcast. Exalead, now part of the large French software and services company Dassault, continues to ramp up its search, content processing, and search enabled applications. (Now part of Dassault, one of the world’s leading software and services engineering firms acquired Exalead earlier this year. You can read about the acquisition in “Exalead Acquired by Dassault” and “Exalead and Dassault Tie Up, Users Benefit.”
In the July 2010 podcast, Mr. Doscher talks about Exalead and mobile search, one of the hottest sectors in information retrieval. Exalead has assisted one of its clients (Urbanizer.com) has developed an innovative method of locating information.
The Exalead user experience approach makes it possible to deliver access via a range of mobile devices for consumer and special purpose access.
You can listen to the podcast on the ArnoldIT.com Web site. More information about Exalead is available from www.exalead.com.
The ArnoldIT podcast series extends the Search Wizards Speak series of interview beyond text into rich media. Watch this blog for announcements about other rich media programs from the professionals who move information retrieval beyond search.
Stephen E Arnold, July 5, 2010
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