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Karaoke has a sorting issue.

By Rusty Kocian in Ideas

Visit any karaoke studio and you’ll find a notebook full of songs, listed alphabetically by title or artist. While this architecture is useful for searching, it’s nearly useless for browsing, which is the prime behavior pattern for patrons.

Looking laterally, the online music industry has quickly adapted this construct, offering social tagging, categorization, and recommendations. It’s time for brick and mortar venues to take their cue and adopt modern UX trends.

Ideally studios would adopt technological solutions like this, but as a minimum companies should redesign their catalogues to offer visitors real guidance while enjoying their services. For instance, they could sort songs by genre, popularity, vocal composition, difficulty, mood, and rhythm, and perhaps suggest preset playlists or offer crowdsourced event management.

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Timeslot doesn’t matter.

By Rusty Kocian in Rants

Conan is back.

The outrage over NBC’s decision to bump The Tonight Show back to make room for Jay Leno’s new program completely misses the bigger picture.

In an age of on-demand streaming media, network timeslot is irrelevant. Today’s viewer decides when, where, and how to consume his favorite content. Fan reaction to the incident is ironic, considering the demographic most vocal in support is least likely to be affected by the change.

The bottom line is content curation is evolving away from scheduling towards access and instant gratification. Audiences measure success through relevancy.

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The new Bohemia

By Rusty Kocian in Thoughts

In one of my entrepreneurship courses, my professor offered this thought: entrepreneurs are in the game either for the money or for the fame; decide which, because each alternative might lead to different choices, goals, and metrics for success. This dichotomy comes up constantly, but I believe it’s incomplete.

In a recent research study regarding the minds of creative people, a UK psychologist claims, “Creativity is uncomfortable. It is their dissatisfaction with the present that drives them on to make changes.” This presents a 3rd motivation for entrepreneurship, and the motivation I’m most familiar with; it’s the desire to create art, or to make the world a better place.

We’ve created the perfect storm of circumstances to give rise to a new Bohemian movement, this time in technology and design innovation.

For the unfamiliar, Wikipedia describes Bohemianism as “the practice of an unconventional lifestyle, often in the company of like-minded people, involving musical, artistic or literary pursuits, with few permanent ties. Bohemians can be wanderers, adventurers, or vagabonds.”

The Cult of the Amateur,’ ‘Grindhopping,’ and ‘The Long Tail,’ among others, describe the cultural and technological shifts that make this movement possible, citing the rise of self-publishing, viral promotion, citizen journalism, freelance lifestyles, social media, bootstrap entrepreneurship, fragmented distribution, and niche customer engagement. For the first time in modern history, it’s normal for a large number of professionals to be free agents, digital nomads surfing from project to project.

Sure some entrepreneurs are in it for the money or the fame, but I believe a large number of visionaries like myself are in it for the art – to create something remarkable and revolutionary, or elegant and everlasting. Like Bohemians before us, the joy comes not from the reward, but from the self-satisfaction of creating a priceless gift. We’re driven by the gnawing dissatisfaction that our interactions with the world, companies, people, products and services don’t pan out the way we expect them to. We can’t help ourselves, we’re burdened with the uncomfortable realization of technology’s potential.

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14 friends like this.

By Rusty Kocian in Kudos

Online advertising is all about increasing relevance and decreasing resistance.

In the beginning Facebook launched an ad program to grow revenues. As any publisher will tell you, there is a certain inherent resistance to interacting with online advertising, usually expressed through complex conversion formulas.

A major barrier to interacting with online ads is that you leave the site. So Facebook unveiled Fan Pages. Now brands could create an interactive portal to engage consumers within the safe space of the Facebook platform. “Become a Fan” replaced traditional calls to action on ads, an invitation for permission marketing.

But “Become a Fan” was very committal. How do I decide which companies I’m really a fan of? What constitutes a fan in the first place? How long do I have to remain a fan? It’s a very loaded concept, and I think Facebook realized this because they recently decided to change the semantics. Fan Pages became Community Pages, and Become a Fan was replaced with the “Like” button.

The adjustment was subtle, which made many analysts scratch their head, but it was an absolutely brilliant move. “Like” is timely, fleeting, non-committal. “Like” lowers resistance, removes barriers. You can “Like” many things, it’s non-exclusive.

There it is – “Click on my ad,” “Become a Fan,” “Like.” Each step removes resistance and builds interest, the foundation of a powerful permission marketing asset.

MANY have suggested Facebook go a step further and requested a “Dislike” button. Speculated rebuttals include concern for advertisers or creating an atmosphere of negativity. But from a purely targeted advertising standpoint, it’s just as important to know what a consumer dislikes as what he likes. Not only would that lead to more relevant offerings, it would lead to more overall quality impressions. I can’t count the number of times the ad server suggests the same products, services, companies, and activities I’m absolutely not interested in, but I have no way to express that disinterest except by ignoring them, which is a completely useless data point.

If Facebook truly wants a complete in-depth social graph, they need to flip the coin. They’ve mastered decreasing resistance, let’s see if they can continue to increase relevancy.

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You’re your own worst enemy

By Rusty Kocian in Rants

I’m continually shocked at how out of touch corporations are with the new information age. I’m amazed that in 2010, companies continue to sabotage their brand with ill-conceived actions such as this.

The humorous (and widely viewed) videos Brian produced were in no way linked to Best Buy until their heavy-handed reaction. Three vital questions pop into mind: 1) Why was Best Buy worried about the content? 2) Why did they think this was the appropriate resolution? And most importantly, 3) why did they think they would get away with it?

Of course they were going to get burned by this. The videos went viral in a day, and the inane response will go viral now. This sequence of events does more to hurt Best Buy’s brand reputation than Brian’s videos could ever dream to. The web has coined the term Streissand Effect to describe this phenomenon, and I’m sorry to say this is only the latest in a LONG series of similar occurrences.

Companies must realize they can’t always control the message, and today’s consumers are looking for transparency, authenticity, and fairness.

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Correlation doesn’t imply causation

By Rusty Kocian in Thoughts

I stumbled upon a list analyzing ROI for top universities based upon cost of education vs lifetime earnings. The most interesting thing about the article however was the third comment from the top:

“I always thought it would be an interesting experiment for any of these top schools to have their admissions people select an entering class twice the size of normal and then randomly reject half the candidates. The hypothesis would be that over time there would be no significant difference between the group admitted and the group rejected. The value of a “(insert favorite college name) education” would then be seen as a sorting function rather than a learning experience. The sub-group analysis would also be interesting. Normalizing for family wealth and parental involvement, would another strongly explanatory variable stand out? Any, I expect, might be subtle.”

The commenter is absolutely right, and points out the apparent trap many researchers and analysts fall into. The most difficult part of experimenting with and analyzing live data is dealing with confounding variables.

In the above scenario, observers have no way to narrow the test down to just one variable – choice of university. The results could be explained by any number of other variables that are conveniently ignored, such as legacy, wealth, networking, talent, or chance (A fact apparent to Seth Godin in his thesis on MBAs).

You also have to flip the funnel when testing a hypothesis such as this: Are people successful because they graduate from a top university, or do successful people simply gravitate towards these universities?

Smart marketers realize real world research analysis is full of these logic gaps, and can shape the story to fit their organization’s goals.

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You’re holding it the wrong way

By Rusty Kocian in Rants

Apple’s response to the iPhone 4′s reception complaints has been disappointing at best. In the age of social media and instant access to news, information, updates, communities, and sounding boards, why do companies still believe they can chant PR bylines to gloss over and ignore legitimate customer inquiries?

To paraphrase Steve, ‘you’re doing it wrong.’ The first step to a proper crisis response would be admitting your mistake and resolving to correct it. Anything less is a naive nostalgia for the days when advertising was king and media companies controlled the message.

Edit: In a legal sense, they are doing the right thing limiting liability by not admitting a problem. Perhaps they weighed the cost of brand negativity versus a solution. Perhaps they believe this issue is small, will blow over, and fans will forget in a week. All of this could be true, could be logical. But it doesn’t mean it’s the right thing to do. It’s not the responsible thing to do. It’s not what a remarkable company would do.

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Perfectly Adequate

By Rusty Kocian in Rants

Employees go that extra mile to receive the highest marks on quarterly performance reviews, but often neglect the most important performance reviews, the ones the occur every time you interact with a customer.

I had lunch a chain sandwich shop in town and decided to skip the soda for the healthier free alternative.After filling my clear plastic cup with ice, I was discouraged to discover the soda fountain was out of water. I politely informed the cashier and he assured me he would fix that shortly. He didn’t, and I enjoyed my meal free of a refreshing beverage to wash it down.

His reaction was perfectly adequate, and even expected. But what if he aimed to exceed expectations by offering a complimentary bottled water from the drink cooler? That’s certainly not a mandatory gesture, but the ROI to brand image and positive word-of-mouth is exponentially larger the incurred cost, and certainly a better alternative to dampening (or not-dampening) my dining experience sans drink.

What opportunities are you missing to surprise and delight your customers with small gestures to improve user experience, opportunities to exceed expectations?

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Help me decide

By Rusty Kocian in Ideas

Consumers today are faced with information overload, to the extreme. The rapid expansion of the internet society is the main cause of this phenomenon. There are far too many options in every decision we make, so we must rely on gut feelings, recommendations, stereotypes, and context clues.

What this means as a designer, is you must give your users the tools to make a quick and compelling decision.

What this means as a marketer is you must present your viewers the right cues to notice you, and avoid characteristics that make it easy for consumers to narrow their choices by striking you out.

What this means as an entrepreneur is there are vast opportunities to play the new middle man, a virtual concierge if you will; help consumers make decisions, and they’ll love you for it (re: Google).

Yesterday I tipped my hat to the status update box, and today I’ll suggest it’s cousin: “What are you doing today?” The current incarnations on Facebook and Twitter are fantastic for trending topics and what is on people’s minds, but we need a new tool for decision-making, one that trends where people in a community are spending their leisure time. Current aids to this decision process are dated and inadequate at best and impotent at worst. It’s time for a new tool.

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Tip of the hat to the status update box.

By Rusty Kocian in Kudos

“What are you doing right now?” or “What’s on your mind?” no matter how you say, this simple little interface addition has taken off like wildfire, stolen the spotlight, and completely changed the face of social media and user experience. What a clever twist, a private little soapbox for enthusiasts everywhere; a way to express your opinion, ask a question, or share your actions and interests: the status update box is nothing and everything.

You spawned a hot new startup (Foursquare), launched an industry (micro-blogging, check-ins), and became the iconic face of the world’s leading social behemoth (Facebook.) A tip of the hat to you today, good sir.

What simple, elegant design solutions are we missing out on?

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