I’ve been on the internet more than half my life. I consider myself a digital native. Today many people are protesting the SOPA and Protect IP Act legislation that threatens the internet. This threat is real, as this legislation breaks some fundamental things about how the internet works. If you are interested in the technical…
Category Archives: business
Liberating your contacts from Facebook
Here is a simple method of getting your contacts out of Facebook and into your Gmail. It starts with Yahoo! Facebook allows exporting of contacts to Yahoo!, reportedly through a lucrative arrangement. You will need a Yahoo Mail account, but they are free: ? http://www.yahoo.com/ – and click “Signup” if you don’t already have an account….
I Shared What?!?
This is a sophisticated crowd at the Internet Identity Workshop, full of people who are very aware of the issues around identity, security, and privacy. Joe Andrieu is showing his brilliant and simple tool “I Shared What?!?”. Login at http://isharedwhat.com/ and see what gets shared with apps on Facebook when you allow them access to…
Great products start with meaning
Great quote from Jeff Bezos on the connection between great products and meaning: I strongly believe that missionaries make better products. They care more. For a missionary, it’s not just about the business. There has to be a business, and the business has to make sense, but that’s not why you do it. You…
Enthusiasm – the real “Focus”
MG Siegler at TechCrunch wrote a great piece a couple days ago on the role of enthusiasm. I think he’s dead-on, but I’ll add my little bit of advice: Make sure your Enthusiasm is the right kind. The Enthusiasm you need is really a deep love for what you’re doing. This is the kind of…
Bringing you the news
Importance of “filters” has been over-stated. As my friend John Pederson puts it: Managing your own filter is critical. The other kind of filter that lets things in vs. preventing things from coming in. [From Dean Shareski on attention.] A filter is a screen that keeps things out. My information problem isn’t solved by keeping…
Favorite Podcasts: This Week in Startups (TWiSt)
My friends all know that I enjoy good PodCasts. My daily commute only is about 8 steps from my bed… maybe a bit more if I detour to the stove to start the tea kettle before starting work. But when I’m visiting clients and or attending events I’m usually going at least 40 minutes (Palo…
Worried about the cost of Support? Focus on making it Effective!
You want the virtuous cycle, or the vicious one?
The key is to create a virtuous cycle of great support, product improvement, and customer loyalty & recommendations. It’s a virtuous cycle of good will. Here are the steps:
How to Hire for Tech Support
Tech Support folks should also be friendly and like helping people. They should be communicative both inside the organization and with customers. Dont just expect your team to “be professional”. That admonition is at the core of the wooden, scripted responses that frustrate customers.
How to use Twitter in tech support
Twitter is getting another big wave of adoption and many people are asking again what it’s for. How could short broadcasted text messages limited to 140 characters be useful? What utility could it possible have? For tech support organizations I think it’s very useful, in two primary ways: 1. for “eavesdropping” on people who are…
