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Gmail junking valid emails!

July 26, 2008 1:17 AM | Comments (0)

Oh dear oh dear. ..

I noticed that Gmail was applying the ‘Junk’ filter to a lot of valid emails. Many of them seemed to be just newsletters, but I was also disturbed that it had also filtered emails from my own family, my Media Socialist mailing list buddies and other good friends whose email addresses were in my Address book.

Tonight I went through my Junk folder in detail. Imagine my horror when I saw an email from Adam Greenfield, author of Everyware, asking me (and any other Singapore readers) to hang out with him at Changi when he was in Singapore.

He emailed me in Sep 2007, which was LAST YEAR!!!

This is so embarassing. I just sent Adam a note. I really loved his SXSW presentation on ubiquitous computing. I gave it a full 5 stars. Despite attending lots of panels at SXSW for 3 years in a row I’d still say his was the most mind-blowing presentation because it represented a tangible and exciting new future and I learned the most from it.

My job in Health Promotion would also have been related to some of the examples he gave in his presentation and it would have been marvelous to have met with him.

The question now is, how did Gmail apply a Junk filter which I never asked for?

I suspected it was my syncing Entourage for Mac with Gmail’s IMAP … however I did a timeline check and Gmail only launched its IMAP service in Oct 2007, a month later. By right, all emails sent via my Contact form on my website, should appear in the Inbox. However it and many others were marked as unread and in Junk. From that period onwards I noticed a few other emails sent via my Contact form had somehow landed in Junk too. I still can’t figure it out.

One thing worse than having email overload, is not even receiving important emails in the first place!

To my Chinese readers: Look at this photo and tell me what this is.

Isn't this Chinese paper money for the dead?

This was the decoration on each SXSW Web Awards table. I didn’t notice it at first because there were many things going on, but then my eyes rested on the candles and then the paper they were on…

Isn’t this the paper we fold up into ingots and burn as money for the dead?

I didn’t make an issue of it, but took a photo to remember it by. Back in Singapore I was reminded of it as I saw my grandmother fold a bundle of such sheets. Not that I believe that it will actually translate into spiritual funds, as I’m Christian, but I accept it as part of my heritage.

The SXSW organisers probably didn’t mean to offend anyone. I was just surprised that these materials used for the Chinese dead, had turned into decorative tabletop pieces at a geek fest!

That’s right. I was just asked to fill up a SXSW feedback form and was amused with some of the questions and answer options. (Note that this survey was more on the operational aspects of SXSW rather than the actual content of each panel…)

Firstly, we were asked to rate items on a scale of 1-5, but I felt the “NA” field was necessary as well. There was a sentence on the first page to skip items if they were non-applicable, but if we accidentally clicked on an option we can’t undo it.

For the music panels, I was asked how many music performances I attended. The options began with “None”, “5-10” and “11-20”. I attended between “1-4” but there was no such option. So I gave the closest answer which was “5-10” though I was really not that happening :P

SXSW Feedback form

When asked which social network platforms we used, I was surprised that Facebook was not even on the list. So I put ‘Other’. This was surprising given that Mark Zuckerberg was a keynote speaker this year, in a rather controversial interview that was reported in broadsheets and in the Blogosphere.

As you can see, we were also asked which telecommunications provider we used. While I’m not a US participant I know that Cingular is now “AT&T”, thanks to the iPhone ads. It was probably a feedback form from previous years that wasn’t updated.

Fortunately there were many open text fields for me to post further comments, so I have given all this feedback to the SXSW organisers. Hopefully they’ll be able to modify the survey while it’s still ongoing.

Too much schwag!

To end off, here’s a photo of me re-enacting the scene of me collecting three heavy SXSW schwag bags! As I was a Platinum badge holder I received a bag each for Interactive, Film and Music. It is not funny if your hotel’s far away, because that means you have to lug it around for the whole day or pay expensive cab fare to drop it back at your hotel and return to the festival. I suggested that materials shouldn’t be duplicated. Save the trees, and save the backs!

SXSW music panel. Katrina Carden McMullan, Bill Hochberg (moderator), Jessica Darraby.

Official description: This panel will explore legal and business issues arising from nontraditional uses of music-related intellectual property (music and graphic art copyrights, trademarks, band names and rights of publicity), such as for restaurants, advertising campaigns, gift book publishing, technology sub-branding, and licensing of music and music-related art for toys, games, sports products and even personal hygiene products like toothbrushes.

[Note: as this panel began at 3pm and my previous panel ended at 3.20pm, I missed the first part of this discussion.]

It’s kind of sweet, in a way, that the very last SXSW panel I’m attending (at least for 2008) is on an issue that’s always been close to my heart - intellectual property. I studied Law because I was interested in copyright, especially as I did creative writing and songwriting and experienced the pain of having my own work stolen before (by someone I once considered my best friend - but that’s another story).

Often, artistes don’t realise that a lot of their collaterals can breach intellectual property laws. Or they think their rights have been infringed, want to sue then realise they didn’t register their intellectual property, making it difficult to win. The lawyers’ advice: Ensure that all your trademarks are registered before you proceed with a lawsuit.

Hochberg notes that big artistes do recognise the issues better. He quotes Gene Simmons who said, “I’m not in a rock band. I’m in a rock brand.” Darraby notes that people don’t just buy with their ears - they also buy with their eyes.

Carden McMullan is from Mattel’s in-house legal department, and describes how her company has agreements with movie studios to produce toys. The lawyer’s approach is to limit exposure and therefore liability. Conversely, Darraby, who represents artistes, says talent managers are trying to help their clients get more exposure. They’d want to splinter the IP rights so that their clients own the rights for various mediums.

Darraby feels that lawyers need to listen more to what their clients need to do, instead of having a standard, ‘one size fits all’ approach. She’s seen lawyers not wanting to take on international distribution rights.

While this was a small panel, it was good to have panelists from both sides of the playing field offering opposing perspectives.

SXSW Music panel. Panelists: Justin Sinkovich, Richard Gottehrer, Chris Fagot, Ted Cohen

Official description: Digital retail is a growth market, and recent developments are encouraging for artists and labels alike. While rights management systems have not disappeared entirely, customers are embracing retailers’ DRM-free offerings. Distribution and aggregation are more streamlined. A base of paying customers is slowly building. How can digital retailers maintain this momentum?

The traditional view from the music industry is that music should not be downloaded for free. One panelist even brought up the possibility of having an ‘iPod tax’ for usage, which I thought was ludicrous.

The panelists discussed another business model whereby all new singles are released at a very low price. As more people download it, the price increases until it reaches a saturation point, which then determines the worth of that single. It is likened to a ‘stock market’ approach.

A survey’s conducted among us as to who paid for the Radiohead album that was released on a ‘pay as you wish’ model. As previously blogged, I was one of those people so I raised my hand. He asked how many more downloaded it without paying, and I saw only one or two hands raised. It was heartening to know - but perhaps as musicians ourselves, we empathise more with Radiohead’s situation.

Radiohead’s model has taken away three common excuses from music fans who refuse to pay:

  1. “I want to sample the music first, but have to pay to download a track, so I might as well download it elsewhere for free.” or “I’d pay for it but I don’t like DRM’s limitations.”
  2. “I’d pay $8.99 for it, but it costs $9.99 so I’m going elsewhere to download it for free.”
  3. “The music companies are the ones making the money and not passing it on to the artistes, so why should I pay for it?” I never thought this argument worked because artistes do get a cut, even if it isn’t very much.

Gotthehrer feels artistes today are still bound by traditional rules in the midst of new developments. In the good ol’ days you’d just go to a record store and buy something. iTunes has changed it all. Artistes need to ‘go with the flow’. Don’t think of themselves as ‘indie’ just because they’re not with the big labels. “We’re all musicians.” ‘Digital’ makes it possible for everyone to get their music out there. Lastly, he feels musicians should be in it not just for the money but for the love of making music. This draws wide applause from the audience.

The panelists feel that marketing is necessary for artistes. However there’s a limited amount of space. iTunes is pretty reasonable for getting indie music, with their Staff Picks, but there are only so many boxes that they can display.

During the panel discussion, there is occasional talk of ‘changing the law’ and ‘going to Washington’, but surely it isn’t that easy or realistic a solution.

Net neutrality was touched on briefly.

Cohen describes how he’s surprised at the younger generation (i.e. his son) downloading stuff. His son’s justification: “It’s so easy, it doesn’t feel illegal.” Cohen jokes that “a few public executions may help”. I sense the digital divide in attitudes here…

Member of the audience says, “Value is in the eye of the beholder.” Some may value keeping CDs but others see him as “antiquated”!

The panelists seem to refer the most to iTunes and have accepted that this is the biggest player in the digital music market. “If iTunes switched to a subscription model, people would forget about Rhapsody.”

Cohen extends the scope of this subject to other digital content such as books, saying how he met someone who downloads thousands of digital books.

Gottehrer has a more progressive view - the digital world gives artistes great opportunities to get their music out - “don’t be mistaken about it”. Sinkovich too is “excited” about how things are going.

In summary, some interesting issues were brought up at this panel, but of course this is too big and complex an issue to conclude anything significant. Trends to look out for: new devices, faster broadband and phone networks like 4G - these may create more opportunities to download digital music.

I’ll take my hat off to anyone who can distribute all artistes’ music equally, and fairly compensate all parties involved, thereby eliminating the need for illegal downloads. Much, much easier said than done.

The Blog Factor

March 14, 2008 12:22 PM | Comments (0) | TrackBacks (0)

SXSW Music panel. Panelists: Gerard Cosloy, Amrit Singh, Sean Adams, Maura Johnston, Carrie Brownstein, Jason Gross

Official description: Music blogs have emerged as tastemakers by incorporating unfiltered opinion, audio/video playback, and immediate publishing. As their initial impact expands into the realm of record labels and event promoters/sponsors, can they retain the personality and quirks that first distinguished them?

Singh shares how his music site received a warning that a music track was posted without permission. Johnston is careful not to do this, citing an incident how they had permission from an EMI publicist to post music, and later received a warning from another department of EMI that they couldn’t. i.e. in some cases one arm doesn’t know what the other arm is doing.

Cosloy says this usually happens with the big artistes and labels. Unknown artistes, conversely, are usually overjoyed when their material is featured.

What makes a good music blog?

Good writing. The same standards applied to music magazines, can be applied to music blogs. Music blogs can also be less commercialised than websites from recording companies.

Adams notes how many music news websites hurry to report sensational news which is lacking in depth. On the other hand, the diversity of music blogs today means that there are now many blogs with very few readers. Brownstein notes many blogs also follow the ‘insular cycle’ by repeating the same news.

Johnston thinks this is because reporting budgets have been reduced. She says Nick Denton gets around this by asking readers for tips, so he gets news from the primary source, or pretty close to it.

Adams also noted how Paris Hilton got more coverage because of her celebrity status.

Gross cites a recent study which found that blogging has a bigger impact on sales than MySpace. [anyone have a link to this study? I think it’s this one.] Panelists think this is because MySpace can only feature a few bands at the same time.

What’s the best way to get journalists to cover your music?

  1. When emailing the press about your music, always send the download links and not the music as an attachment! Their mailboxes are already full.
  2. Send music to publications that cover your genre. e.g. Adams has been inundated with funk CDs he’d never listen to.
  3. Make your CDs easy to open - don’t shrink wrap them. Sometimes this alone influences whether it gets opened and listened to. (Singh)
  4. Don’t send a tome - one person sent a 50-page press release. Panelists agree they wouldn’t read so much.

This is the weirdest SXSW panel I’ve ever been to.

The setting is a funeral parlour or church, with a fake pastor (complete with black suit) gives a final sermon to a fictitious porn star whose 13” penis has been copyrighted by Disney, thus he could not show it in public for the last 20 years of his life.

What I’m getting from this is the first scenario is about big corporations dominating and suffocating content creators with their legal rights. It’s a doomsday prediction.

The second scenario is a futuristic-looking one, simulating an Annual General Meeting of a company which seems to treat data like money. There is such a glut of data that the value is in processing it within context. Other services include surveillance and data collection from young children. This has a Big Brother feel - again, negative. The trend is data profiling will become more important as the market is flooded with data.

I feel like walking out of this one but I’d be joining another panel (a long distance away) when more than half of it’s gone.

The third scenario has a fictitious Make a friend foundation. “Kids should not be denied access to Facebook, just because they cannot afford ad-free versions of Facebook.” In short, social networks will become necessary for children’s social development and health. It is the only way that children can find and make friends with each other. This is actually scary too.

To raise money to help these children, there is a fake auction. First item is several volumes of Cory Doctorow’s data. Next item is Google Vault’s “propaganda posters”.

The third item is a lifetime subscription to the fictitious Google Flush service where you can dump all your data.

Fourth item is fictitious iCandy contact lens that lets people watch 5,000 channels and allows you to surf the Internet.

Fifth item is a lifetime supply of fictitious product, Anger Away! as many people today are getting angry.

Sixth item is fictitious Crayola customisable DNA markers which each have RFID tags that pair your DNA with your family members.

The fourth, and final, scenario, is a faceless Voice. Feels like the Matrix. Everyone must be connected to the Reputation Internetwork. If they leave, they will no longer be heard. Their reputation points (treated like currency) will disappear, filtered out from other people’s views.

The final 10 minutes is FINALLY looking like a real SXSW panel. They introduce themselves but no questions are asked.

Top points for creativity and style but low on actual substance. A number of people have walked out on this ‘panel’. If I knew what I’d be in for, I’d never have stepped in.

Moby: In conversation

March 11, 2008 2:36 PM | Comments (1)

Official description: This session, hosted by BMI, will take a look at the musician’s relationship with cinema, from composing original scores (Southland Tales) to contributing and licensing his music for film and TV projects (The Bourne Ultimatum, Heat). In addition, it will include a look at ‘moby gratis,’ the musician’s new endeavor to offer some of his music, free-of-charge, to independent filmmakers.

Moby was born on 9/11. He calls it a ‘lazy’ day for his media friends because the tendency is to just reply footage of the planes crashing into buildings.

He did witness the original scene when he heard people screaming, because he lived nearby.

He was named after a whale, but he said it’s better than ‘Ahab’. And at the end of the book, the whale lived.

There’s another DJ in Houston, Texas called Moby but they haven’t had any naming rights issues.

Moby discovered when he was 25 that he had a half-brother. His mum never told him.

He once joked to a journalist that it could have been Karl Rove. The story ran in a gossip column. A couple weeks later, Karl Rove writes to him on official White House stationery assuring him they’re not related :)

The Bush family was Moby’s neighbour in Greenwich, Connecticut.

His first guitar teacher loved jazz fusion. When he was 13-14 he discovered punk rock and was in punk bands.

[shot 2 videos of Moby talking about 1) his student life 2) his views on flawed systems created with the best of intentions, like the welfare state ]

Moby’s comments on his blog and responding to comments: “I want to take lessons from other musicians on how to be vague and esoteric.” He cites Radiohead’s Thom Yorke as an example of being mysterious. Moby adds he himself blogs about going to the grocery store, i.e. more mundane or down-to-earth stuff.

“Licensing music to films is a good way to impress a date.” (laughter) He adds however that may still not be enough to get laid.

He started a website called mobygratis.com as he understood from his filmmaking friends that licensing music for films is painful. His website gives away music to Indie filmmakers. Right now there are 70 pieces of music and he will add more. Vast majority is new, unreleased stuff. He’s only publicised it to film schools and at Sundance so far.

When his music is used in commercial films which generate money, his revenue goes to the Humane Society. A worthy cause. He structured it so he never makes money from it, so he will always do it for the right reason.

Moby says the things he did to make money, made him miserable. Such as DJ’ing at corporate events.

He talks about the guy behind his label, who talent-spotted and signed Depeche Mode and Nick Cave and the Bad Seeds. While the rest of his signings have been relatively unknown, none have been dropped. Respect!

Moby’s worst album had a 1/10 star rating, but Terence Trent d’Arby loved it and Axel Rose said he had it on repeat in his car.

The best advice he’s given to himself: “Don’t take myself too seriously.”

While he’s a very open person, the one thing he’ll never do is tell people what he does for philanthropy, because he doesn’t want to do it for the wrong reasons. —> Another worthy principle.

Moby’s first project where he did start-to-finish film scores was Southland Tales, directed by Richard Kelly. “The script made no sense to me whatsoever, so I agreed to do it.” (laughter) Actually it was because Kelly wanted to use the music in an unconventional way. And usually music’s the last thing to be done in a film. The crew was filming with his music playing in their ears. His friends hated the final product but Moby’s proud of it, because it’s unusual.

What role does he see for music in activism? He did a political song with the Beastie Boys (?) but adds that fortunately he didn’t write the lyrics. He feels corporations and the world in general is complex and can’t be stereotyped. But the media is misogynistic and homophobic. It’s OK to have a song called Smacked my bitch up but surely they’d not let a song called ‘Smack my black up’ or ‘Smack my Jew up’ get through!

By the end of the 90’s he was ‘dismayed’ at the (low) level at which standards were set. He thinks it’s irresponsible for artistes to make sensational lyrics about abusing people, using hate speech. For Moby Gratis admittedly it will be hard to monitor whether his music will be used in hate films.

His dream project is to work with David Lynch on a movie. Moby respects him greatly as a sound designer. Also Takeshi Katano. He wants to work with more experimental films rather than big Hollywood blockbusters.

I’m impressed that Moby is conscientious enough to repeat every question asked so the rest of us can hear it. He is as intelligent and deep as I expected him to be.

The best way that anyone snuck into his concert: He met a woman in Russia at his concert. The dialogue:

Woman (heavy Russian accent): I snuck into your concert. Moby: How did you sneak into my concert? Woman: I told security I was your prostitute. (laughter) But I am not prostitute. I am student.

On licensing of music: 80-90% of all he’s done is for indie films, but it is hard to ensure his music is not overused. E.g. he gets so many requests to use the song ‘Porcelain’. His advice: Ask to use a less well-known song and you’ll have a better chance of getting it approved.

He listens to a lot of Led Zeppelin. He once got really drunk with Tommy Lee and __ and started a band but nothing came out of it. He misses the Blues influence in Indie rock today, which he feels has become ‘anaemic’.

What’s his workflow? He records his ideas on the piano or guitar, then goes to his studio to do electronic stuff. He uses Ableton, Reason, Logic and Pro Tools. He feels everyone’s familiar with Pro Tools. Ableton is his most favourite, just let it do its thing. (hmm I should give it a second look)

He re-iterates his stance against misogyny. At one scene he told girls who were asked to ‘show him their tits’, not to listen to the calls.

To be continued…

Official description: Oscar-winning actor/director, and country music musician Billy Bob Thornton has spent the last decade crafting one of the most unique and exciting careers in entertainment today. For SXSW attendees, he will sit and discuss the bridge between his worlds of film and music, as well as his eclectic career.

Billy Bob (IMDB) is about 10 minutes late but we don’t mind. He makes his entrance with warm applause and the interview begins right away. Soon after that he gives a beautiful quote:

“Art is someone’s vision. You can’t test it on an audience.”

He tells us how he got his first break as a waiter for a big shot (was it Billy Wilder?) who gave him a chance as an actor. He was advised that there were plenty of actors - what was needed was good writers. Since Billy Bob could do that too, he went back to his car and got his scripts out!

[Update: Q&A time - Billy Bob is asked what Billy Wilder advised him. He quotes, “Listen, you’re not Clark Gable… but you’re not ugly enough to be a character actor either. If you wanna be a character actor, you gotta ugly yourself up more.” (laughter) He was advised to go into writing not just acting. “Think of yourself as an artiste and not an actor or else you’ll be standing in the bread line.”]

He was asked about Armageddon and he joked that he had to do it to pay off his divorce. He also knew he couldn’t disappear off the scene for a long time - every now and then he had to do something noticeable.

Billy Bob describes criticism directed at him when he tried playing different roles:

“You can’t be a security guard. (audience laughs) You’re a carpenter! (more laughter) Let me see you guard something!”

On playing bad guys:

“I think I should have smiled a little more… bad guys who act like normal people are the scariest ones.”

In the midst of talking, someone in the audience sneezes and Billy Bob says “Bless you” and continues talking.

When he was pipped to win his first Academy Award for Sling Blade, he was warned that afterwards, he’d be told how to do everything. That turned out to be true.

Another funny post-success incident was when he was sitting around eating a doughnut, looked around and a girl thought that he was leering at her. He assured us that actors like him don’t always have THAT on their minds all the time :)

The next movie he was asked to direct, he also insisted on adopting the same approach as he did with Sling Blade. However he was told what to do, and even who to cast! He refused and was ‘dropped like a hot rock’. “These are the facts. If they wanna sue me, they can kiss my ass…” We applaud.

He told us of another mistake he made - he brought about 30 ‘studio cats’ to his home and showed them a rough cut, warning them it was uncut and over 3 hours long. “Never show them your assembly,” he advises us. No matter what they assure you, “they ain’t filmmakers.” The studio execs had mixed reactions - one thought it was great. Another said (puts on weaselly voice) “It’s really long!” Well, duh. In the end it was cut to under 2 hours. I could hear someone behind me go ‘Aww’ - filmmakers’ empathy.

He hasn’t directed in 9 years but has some plans in the works - some stories need to be told.

The problem in society, he says, is that the media is fuelled by what the masses want. We like seeing horiffic reality stories, so the media shows more of that. If we suddenly liked watching puppies, the media would show that instead. We need a “cultural revolution”, he says. We can’t totally blame the media for what they’re doing now.

When going to the movies, “Quit being jealous,” he says. Sure, everyone wants to be the one starring in the movie, but when you’re watching someone else, let him be the star! Go to the movies intending to enjoy it. Likewise if you’re a musician watching another band. He describes how he plays in his band and there’s always a guy with folded arms, looking critically. “I sing to him,” he says. (laughter)

“Kill him with kindness.”

He observes how people may be kinder to first-time filmmakers, just as people are kind to physically disabled-type musicians who sing off key.

For forthcoming projects, he mentions how he’s had to reign in his own friends who meet big actors and start getting them involved before he’s even planned his budget yet! He re-iterates how he still wants complete control, but that’s difficult with big-budget productions. Not sure if he’s joking but one big studio wants him to cast Tom Cruise! He jokingly quotes them, “We’ll pay Tom $30m to act and we’ll pay you $10m.” I think Billy Bob’s more talented than Tom! —> back to the point about giving the masses what they want?

He talks about people he likes working with, and people he doesn’t like working with. He describes how people interfere with a soundtrack, removing what he feels is the best track. Now his original cut is only on a few VHS tapes back home.

Billy Bob speaks to a few people on his way out the back door, with his entourage around him.

The Future of Corporate Blogs

March 11, 2008 10:03 AM | Comments (1)

Mack Collier (The Viral Garden), Kami Huyse (Principl, My PR Pro), Mario Sundar (Community Evangelist, LinkedIn), Lionel Menchaca (Dell)

The Dell blog was first conceived in April 2006 and Michael Dell himself was involved. 48% of the commentary about Dell was negative, and something had to be addressed. Michael Dell has been supportive of what Menchaca and the team has been doing. The Dell blog currently receives 1 million pageviews per week.

LinkedIn’s blog was started 8 months ago, also to have a two-way conversation with users. User education was the primary goal.

Huyse observes that the two blogs were started after a problem was perceived. So we should ask, What are my consumers’ needs. Still, even after launching corporate blogs they’re trying to figure things out. We have to look at what people use - like Twitter or Facebook.

Measurement tools There are ways to measure users’ reactions. - The number of responses in the Blogosphere. But it must be compared with rivals. You may get 100 comments but your rival could have 500. - Tonality of the comments. - Survey. More ‘old school’ but it helps you make decisions. - Focus groups.

Basically, find out what your communities want, and deliver it.

Menchaca elaborates on Dell’s Ideastorm. The first step is listening, the second step, analysing and the third step, taking action. This is the core of any social media Dell undertakes. Ideastorm is a mix between a message board and Digg.com. Any user can log in and contribute ideas on how Dell can improve on something. The community itself votes the idea up or down. It’s solely community-driven; Dell is not involved.

Then the core team looks at the top ideas and looks at how they can be incorporated into the business. Ideastorm has over 600,000 comments so far.

LinkedIn enabled ideas to be contributed by users.

Their three goals:

  1. User education. LinkedIn created product demos to show how features could be used, and what were their benefits.
  2. Customer support.
  3. Corporate information. They wanted users to get information directly from LinkedIn rather than from gossip blogs.

Sundar uses social media tools like Twitter to monitor their users. For example, Steve Rubel once had a problem with LinkedIn. Within an hour, Sundar had taken action and fixed the problem. Without such social media tools, LinkedIn would not know of these issues —> presumably, if the users didn’t bother to lodge a complain through the formal channels.

Menchaca cites examples of how Dell has also addressed major issues like the battery recall. He looks back at how Dell has progressed from phone support, to email support, to chat support and now, social media. It can be used to change perceptions. There’s nothing but your customer at one end, and you at the other end fixing the problem.

Importantly, Dell empowers its employees to apologise! There is real power as it humanises a big corporation. Also, the blog team is passionate about what they do. Once this momentum is going, it convinces more sceptical people to change their mindsets. Also, he re-iterates Michael Dell’s support for this.

Sundar describes Dell’s experience as ‘The Gold Standard’. He suggests using a Wiki as a product database and to help resolve issues. In addition, blogs can be a quick response tool for your users.

Trends Huyse notes that the user will expect more as companies give more. Menchaca says blogs are here to stay. The purpose of a blog is to facilitate a two-way discussion. From a corporate perspective, that’s certainly relevant. One key plan for them in future is internal collaboration, like having a forum that pools ideas from the blogs. He tells Sundar he is in fact looking at a wiki. Dell still relies on using emails for tracking, which isn’t optimal.

Questions

  1. Gal was a personal blogger and has now been hired by Microsoft to blog professionally. How can she manage having two different ‘personas’ online? Sundar takes this question. He too has a personal blog and admits this has suffered as there is only so much he can handle. But he advises not to neglect the personal brand.

  2. Another lady asks how Dell integrates all customer feedback. Menchaca says Dell has an internal system to do so; it’s not publicly available.

  3. Third lady asks if users’ feedback only matters if they’re online in the first place. [Didn’t quite catch the gist of her question, please correct me if I’m mistaken] Sundar notes that LinkedIn’s users must be online.

  4. Guy asks about corporations’ fears in receiving comments. Sundar advice: Put ourselves in their shoes. If we had a personal blog and got flamed on it, how would we feel? Menchaca adds that they’ve asked themselves, why put up negative things about Dell which their competitors can see? The point is to bring up points to facilitate a conversation. Soon after launching the Dell blog in July 2006 he posted news of the Dell laptops exploding and linked to it. He received lots of calls and emails asking him what he was doing. His response was that people were talking about it elsewhere and it had to be addressed —> what better place than on Dell’s blog?

My verdict: A pretty good panel - frank and helpful.

Technorati tags: corporate blogging, Dell, LinkedIn, SXSW

Kate Bauer cites examples of how a guy hooked up his car alarm to his mobile phone so he’d know when it went off. A UK pub had problems with graffitti in their washrooms, so they required patrons to send a text message to open the cubicle doors. This way they’d keep track of who used it.

Nike Plus was described as another good example. I use Nike Plus myself. May I say that any system that gets a geek like me to exercise, is effective! :)

There’s GlucoWatch (R) which monitors the body, and the Smart Bra which detects temperature changes. (Hmm, how warm would you like your milk?) Seriously speaking, it allows the user to go about her normal life while it keeps track of temperatures for her.

Another example is Ovu, a wearable fertility tracker which Bauer designed.

Tip: Do not reinvent something - fix what’s broken! For instance, the original system of measuring fertility/temperatur was complicated. She shows us a complex-looking graph. Ovu’s solution is to take the different components and connect them via Bluetooth, syncing the information using a database.

The data is still editable, in the event that the user has a fever and her temperature would spike up. Bauer’s purpose is to give users more control over their data to help them understand their health better.

Question: 10 years from now, what technology will people doing? Right now, wearable technology is available so there’s lots of potential for the future. There may be more developments where users have more access to their personal data. Having alerts, e.g. for diabetes blood sugar levels, could empower them to do more with this knowledge.

Some people may even use devices for purposes other than what they were designed for. Bauer asks how many of us use our cellphones as flashlights, and a number of us raise our hands.

Bauer says simply searching online can point us to more information on wearable technology.

I like this panel! Definitely one of the better ones for me. It is similar to Adam Greenfield’s Ubiquitous Computing / Everyware conversation which I attended at SXSW 2006 (which IMHO is still the best panel ever to me). The examples in this current panel were a bit limited in number, but she went in depth.

Grace Lanni, Dr Gregg Lucksinger, __ Grohol, Michael Kennedy

I walk in just as the panelists are introducing themselves.

Kennedy’s from Microsoft, so naturally what he talks about is what Microsoft is doing for Healthcare, such as handling online medical records. The Microsoft system is called HealthVault.

Dr Lucksinger demonstrates how he uses Microsoft technology, writing on tablets that can actually read doctors’ handwriting. Doctors can look up medical conditions on their devices. What is interesting is that when certain symptoms are recorded for one patient, the system can alert doctors of a rare condition which they may not have spotted themselves. The system also sends reminders to doctors.

From what I’ve heard so far, the panel has been OK but appears to be Microsoft-oriented. I would have liked to hear what Google is doing for health, but obviously we wouldn’t expect rivals to discuss each other.

Grohol: Other ways are online assessments, e.g. asking 5 questions to indicate if you may have depression. More complex systems use logic and decision trees to help the clinician provide possible diagnoses, treatment goals and follow-up. The doctor sees all this but the patient doesn’t. The system helps the doctor save time.

The first questioner notes that Microsoft is not famous for its security. And the systems it builds are more for corporations. Kennedy responds that Microsoft has improved dramatically in security and privacy. (That makes me raise my eyebrows, seeing how my Dell got hacked so easily a few days ago.) He asks the questioner to “challenge your beliefs” and “read up” because Microsoft has changed significantly and we should base our opinions on the “latest information”. I do not find that answer satisfactory.

Another good question raises again the point that only large companies like Microsoft have the capabilities of developing such advanced systems, thus there is a monopoly. Kennedy replies that there is a third-party developer kit which can be downloaded from the website. That sounds more reasonable.

It’s noted that America doesn’t get much value considering how much it spends on healthcare - it’s ranked among Third World countries. Nobody in the room seems to dispute that.

The mid-sized room is only about half full. It’s quite a specialised topic.

By Shiv Singh, Director of Global Strategic Initiatives, Avenue A | Razorfish

Shiv asks how many of us design websites for a living. Predictably, a number of hands go up. He says, “You’re in trouble!” and we laugh. But he assures designers that the corporate website won’t go away.

It’s just that the corporate website doesn’t matter as much. Word of mouth is far more important now than whatever the corporations say. It’s more trusted. Consumers can now open multiple browser windows to find out what other people are saying about your product.

Social networking is increasingly important. There are multiple channels now. Don’t lock your customer in to your corporate website.

Good tip from Shiv: Like me, you may work for an agency. But don’t let the ‘agency’ separate you from the consumer.

Don’t drive consumers to your corporate website. Go to where their conversation is.

We can use social networks to share knowledge. We can also derive from them who is the most important person around.

Trust becomes an issue with social networks, especially as it moves further away from the source. You can control what you forward to your friends, but not what your friends forward to their friends.

Shiv goes through some portfolio site: Sheraton, CNN, Project Runway.. For CNN his point is that it was the designers talking to the audience, not so much the ‘agency’.

For Project Runway, consumers could upload their own fashion designs.

The 30-second spot is becoming less relevant. “Yes, Beacon is up to something. They recognise that we’re far more influenced by what we say to each other.”

This is labelled as a ‘sponsored panel’ but the mid-sized room is chock full. It is so full that there’s barely space to sit on the floor!

It’s a good talk…

What Teens Want In A Game

March 10, 2008 5:56 AM | Comments (0)

Hosted by Anastasia Goldstein and John Davison.

I missed the first few introductory minutes but here are my real-time notes. There are 2 teens, one gal and one guy from UT.

For web-based games, Flash is OK but the teens feel there are limitations because of the lack of a proper gaming console. These 2 teens seem much more interested in full-blown video games.

And their tolerance of violence in video games is very high. They don’t flinch when talking about whipping people’s heads off and kicking them around like a football. That leads to the question of whether they can differentiate real world and virtual violence. Of course they can, they say. Only kids that already have psychological issues may want to take out their angst against someone or something in their video games.

What engages them? The game shouldn’t be too simplistic. Give them lots of possible combinations to figure out. E.g. for guns, give them different types which produce different effects.

What about Avatar customisation? Gal says yes, she likes that. But guy adds that beyond a point it can get carried away - there is only so much that can be customised.

Teens may not mind playing games with an educational message. Gal remembers a game where you play an African woman who has to fetch water. Along the way she could be raped or killed. Guy has a different take - his mates would try to GET the woman raped. The gal disagrees, she wouldn’t think of doing that.

This leads to another question on whether there are differences between girl and guy gamers. Admittedly some guy gamers can’t accept the fact that girls do play games too.

Another question is if they’d mind if such educational games would be deployed in their schools. Gal replies she’d be surprised at this novel approach but she wouldn’t mind it.

Another question is whether their parents censor anything. They used to but stopped doing it after a while. Both teens had parents who were gamers too - and beat them at it! —> I’d think this is more the exception than the norm.

Guy adds that while he likes killing people in games, he doesn’t like to be killed. The point I’m getting is that we should make games that make the gamers feel more empowered - let them collect points, not lose them.

Don’t make a game only available to the latest console, because that shuts out the majority. —> Translating that to my web context, I guess it also means don’t do anything that makes them install extra plugins or undergo a tedious registration process.

Mobile gaming The gal finds it too expensive. She hates it when people abbreviate everything in ‘text talk’ (i.e. SMS language).

OK time’s up, we’ve got to move on.

SXSW Web Awards 2008

March 9, 2008 7:55 PM | Comments (1)

Here are the winners. View full nominee list.

Activism: World Without Oil

Amusement: Elf Yourself

Art: Viscosity From what the winner said, this started as an experiment with mixtures of liquids

Blog: Passive-Aggressive Notes The winner was inspired by her room mate and dog.

Business: Wikinvest

CSS: Ficlets

Classic: Wired

Community: Flock

Educational Resource: The Story of Stuff

Experimental: MetaNotes

Film/TV: Animoto Productions

Games: Launchball

Mobile: Mosio

Motion Graphics: HL2

To be continued… more nominees:

Music: Minuit

Personal Portfolio: JLern Design

Student: Paper Critters

Technical Achievement: Twiddla!

Catch Ming Yeow at SXSW!

March 9, 2008 12:54 PM | Comments (1)

Steve / Ming Yeow who founded The Digital Movement in Singapore, which organises quality geek events that don’t reek of Web 1.0-style closed mindsets, is speaking at a panel on Sunday 10am at SXSW! The Science of Designing Interactions.

Could he be the first Singaporean to speak at SXSW? I think so. Do let me know if I’m wrong.

I’ll be covering this event and shaking some virtual pom poms.

[Note: As my laptop still remains hacked and out of action, I’ll blog belatedly once I get my MacBook Pro during lunchtime.]

Anastasia Goldstein’s panel of 7 teens.

From the Q&As it appears that each teen has different ways of using technology. All are on MySpace and a few are on Facebook. They don’t like complicated websites with lots of ads.

Blonde teen paid $1000 for her LG phone with $2 ringtones and a 500 text messages a month. Cute-looking black guy uses a Blackberry.

Where virtual worlds are concerned it’s lukewarm. The guys mention gaming like Halo and Counterstrike. One girl uses Yahoo! Avatars. The blonde mentions going to a channel on Yhere.com.

Question session Marketer asks the teens what they think of generating their own content for contests. Black guy responds he produced a video on Youtube. Blonde says she’s made her own videos but not for contests yet.

Goldstein asks if companies approaching teens to contribute creative ideas to their campaigns, makes teens feel better about that company. Blonde says yes.

Gal in the middle is interested in the Democratic debates but none of the teens goes to CNN.com or times.com. Blonde hates being inundated with political messages. A couple have been to teenage website & vogue website. But teens feel good when they know they’ve helped a cause.

White guy on left says online campaigns catch his attention. The teens watch a variety of online videos. One gal watches Disney Channel on her phone.another gal watches drama shows. Brunette watches CSI. Blonde loves CSI too, there’s nothing else good on tv. Brunette beside her watches it too.

Anti-marketing guy wants to know how to stop advertising from influencing teens too much. Black guy mkes good point that I they see ads it should be more targetted and relevant to them. Blonde accepts advertising but agreed it must be in the right places. MySpace is too cluttered with ads and she’d join a campaign to ban popup ads.

They don’t like websites that make them click here and there to get to what they want.

One guy saw a health site(?) but was not interested in being made to read the labels.

Gaming Online gaming is cool to them. They love them. They play games in Flash. But in school, Flash games are blocked but they know how to get around proxies.

But the teens still have a real life. Black guy’s ok the basketball team. White guy plays football. Blonde girl also has an active life. I picked u the sense that for the guy’s at least, sports gives them a sense of belonging and in some cases, achievement.

The teens re-iterate that they don’t mind don’t mind advertising.

Overall an OK panel with some teens more vocal than others. Nothing groundbreaking to me, but this is the third SXSW panel in as many years that I’ve attended, on teens.

Designing the Moment

March 8, 2008 6:08 AM | Comments (0)

By Robert Hoekman Jr.

Rob takes us through examples of unfriendly user applications and demonstrates how to get around it. One example is having a character limit without a counter tool. twitter for instance now uses colour as well to warn users (in red) that they’re running out of space.

Each design should be customised for each medium and audience. What we geeks know, like RSS, aren’t familiar to many people still.

Interesting point ok how newpapers and blog can have similar features like headlines, blurbs, snippets of related news (trackbacks).

This guy’s ok but again as it’s nothing new to me, I’m heading to room 18 to see Zeldman and company.

Radically Transparent

March 8, 2008 5:34 AM | Comments (3)

by Andy Beale.

Why should we care about our online reputation? Because people now Google about you before they hire you or work for you.

Dell closed down its own forum. Apple had problems when they reduced the price of iPhone’s by $200.

There are also cases of mistaken identity. Andy himself was mistaken as a space engineer millionaire.

Don’t send a PR pitch to bloggers and expect them to be interested in you! Read their blog, post relevant comments; show them you’re interested in them too!

Tools to use: Flickr, Twitter, and of course blogging.

Choose a blog style, platform, have rules on being transparent, decide how to measure your blog’s success. Join social networks, show your expertise in online communities. Meet your customers in real life through meetups and Upcoming.

Monitor your brands, services, execs. Use Technorati.

how to respond to attacks - look at the nature of the complaint or criticism.

Remember: your customer is trying to talk to you. Welcome feedback, encourage criticism. This makes your products better and your customers, happier.

[Afternote: Andy practised what he preached, picked up my post and commented on it. Great job!]

Subject to Change

March 8, 2008 5:06 AM | Comments (0)

Wilkins, Adaptive Path.

Organisations tend to see customers too generically. But customers are not all the same. There not always rational or predictable.

Organisations think people just want features. So they forget about people’s real needs, which are ‘messy, complex, convoluted’.

It takes effort to understand people’s emotions, but it is worthwhile. A qualitative, contextual approach helps develop empathy for your users.

My verdict: makes sense but nothing groundbreaking for me… Especially after revamping our 2 biggest projects after making comprehensive focus group studies. It confirms what I know.

Building Findable Websites

March 8, 2008 4:33 AM | Comments (0)

by Aarron Walters, Art Institute of Atlanta.

Whatever your role on the web team, findability is your objective. Semantic markup, microformats, user tagging, rss, viral marketing are other important elements. Content is still king. Combining Web Standards and contextual content equals findability bliss.

The book covers how to help search engines understand your content better. He mentions a Firefox tool to view microformats. See www.microformats.org. [Aside: Tantek had a great panel on this at SXSW 2006.]

Accessibility is important but let’s not forget it should also work for search engines. Cleanly coded sites get indexed faster. A high content to code ratio is recommended.

Remember not to rely on JavaScript to show more content as some users may have JavaScript turned off.

Firefox 3 is going to support microformats.

Page titles should be in header tags. (this is why I get annoyed with vendors who code only for visual effects and don’t use h1, etc. Why pay a bomb for SEM when your site is inherently unsemantic and unfindable?)

You can use ‘acronym’ and ‘abbr’ tags so that people searching for ‘Texas’ will find info listed as ‘TX’.

My verdict: Good stuff with a view to building for future technologies.

My Dell laptop, which had lots of security software and firewalls installed, still somehow managed to get hacked when I connected to wireless this morning. I tried to log in to a more reliable source but when that got rebooted, my laptop automatically switched to the next available network which was called ‘Free public wifi’. I think that somehow started a series of attacks, which my Adblocking software picked up.

Despite blocking everything I was alerted to, my system started malfunctioning. I rebooted and all my desktop shortcuts were gone! I thought that was a minor problem but learnt that none of my .exe files could run!!!!!

My roommate Sarah F discovered that what was called ‘Free Public Wifi’ was not really a public access point. It was actually an ad hoc network set up on someone else’s computer. This is really deceptive and I warn all fellow SXSWers and Austin people NOT to use this network.

Like free love, it comes with viruses.

If anyone has a Windows XP CD I could use to restore my poor broken laptop, please let me know via my Contact form.

I’m at the Day Stage blogging via iPhone cos my laptop’s been knocked up.

Jason Beaird’s book, ‘The Principles of Beautiful Web Design’ has been translated into various languages including French and traditional Chinese!

He showed examples of existing websites - what could be better. He mentioned the rule of thirds which makes things pleasing to the eye.

He touched on 3 colour schemes and the colour wheel to match the theme of the website’s brand.

Next he described using texture to create various effects, like 3D.

Typography is also important. He mentioned using sans serif fonts with smaller text for better legibility.

Photography and illustrations were mentioned. He added that these could be touched up further in Photoshop.

My impression: nothing new to me but good for beginners I suppose.

SXSW, in iPhone format

March 4, 2008 10:26 PM | Comments (0)

Taken from SXSWBaby.com:

SXSW Music schedule for iPhone

SXSW Interactive schedule for iPhone

SXSW general information for iPhone Twitter for mobile users

And I am most likely going to use sched.org which is designed for people like me, going for all 3 conferences - Interactive, Film and Music!

Episode 1 of my SXSW 2008 videoblog

February 29, 2008 10:26 PM | Comments (3)

SXSW 2008

September 17, 2007 10:35 PM | Comments (2)

Need I say it? I'm making my plans for SXSW 2008, in what seems to have become an annual pilgrimage. Sure, the crowds are getting bigger and more impersonal, but I've also made some friends there and I look forward to seeing them again.

However, this time I want to do something different. I want to stay on for the Music fest. I've always felt a bit sad at leaving just when the real party's about to start. I've most likely got my accommodation for the Interactive period sorted out, and know that if I choose to stay on for another week, it'll cost more. This time I'm paying out of my own pocket. Not going to take things for granted.

Anyone else going? Is it really worth staying for the Music fest?

Web Awards - Jonathan Yuen

March 20, 2007 8:04 AM | Comments (0)

Video of the SXSW Web Awards 2007. Sadly, as Jonathan was not around to collect his award for best personal portfolio, a total stranger was invited to make a speech on his behalf. Anyway. Chalk one up for our Malaysian neighbour who's working at Kinetic in Singapore!

Technorati Tags: SXSW, SXSW Interactive

Some of you may recall my previous rants against Dell because of a wonky laptop.

They bothered to reply to my complaints, including this post where I reviewed their Second Life presence and suggested some areas for improvement.

In Austin, I met the Dell Blog team! When I first read the Dell blog I pictured the people writing it were some smirky-looking guys in suits. So it was a pleasant surprise to meet Lionel, the Digital Media Manager, who is an amazingly humble and sincere guy. I also met Neil, the Dell Customer Advocate who has been taking my verbal abuse. He looked at my badge to check my name, and said that he emailed me before! It was an awkward moment. However, after having a couple of meals with them, I learnt they were sincerely interested in communicating with their customers.

I also noticed that a recent Dell Blog post garnered a slew of positive responses from customers who had experienced problem with a computer system. By keeping their promise and communicating their plans to customers, they gained back a whole lot of goodwill. Which proves that Robert Scoble and Shel Israel were right - blogging can improve your relationship with clients if you're willing to be sincere, stick with it through thick and thin (mostly wafer thin) and put in effort to address all their concerns.

You can't expect a blog to instantly turn public opinion - it took several months for Dell to start doing this, and you can imagine the journey wasn't easy. Other organisations may want to do the same thing but are afraid of the short-term reaction from readers, so they feel it's better not to blog at all and open themselves up to criticism.

Of course, as long as you have an open communication platform, you're going to get good and bad comments. You have to address them all - don't delete or play down the bad ones and hype up the good ones. The Blogosphere is intelligent and will know when you're trying to fool them. Then the backlash will be greater. Need I mention Wal-Mart and Edelman?

Let's just say that no amount of advertising that "Dell [or insert any company name here] is good", will actually make today's customers believe so. Talk must be followed up with sincere actions, preferably within a limited time span, so that people know you are acting quickly to make things better for them, and not just saying you're 'listening'. The former is much harder to do.

The employees who run the blog must also be empowered to respond to customers' comments. They should not have to go through multiple clearance levels which would delay the response time. Instead, customers' feedback should be channeled from the blog to the relevant departments to act upon. There is no point starting a blog if the rest of the company does not want to listen to their customers and change their ways.

Technorati Tags: SXSW, SXSW Interactive, Dell

Official synopsis on Customer Service is the New Marketing

Panelists (from left to right)

Thor Muller   Managing Dir,   Satisfaction Unlimited (moderator) Tony Hsieh   CEO,   Zappos.com
Nick Wilder   Principal,   30 Boxes
Heather Champ   Community Mgr,   Flickr

Summary:

  • If customers like you, they could be your best advocates.
  • Don’t always try to maximise the bottomline.
  • Hsieh: If someone have the best technical services, but does not fit into a culture of customer service, we don’t hire him.
  • You can admit your mistakes to users.  This point was emphasised by at least 2 of the panellists.
  • Using forums, 50% of problems are resolved by customers.
  • Champ: Flickr’s core values are “helpful, authoritative, human, friendly, inclusive, transparent, honest, funny and clear”. They also have 3 forums.
  • I had no idea why the panellists were speaking so softly – as though they didn’t want to wake us up. Then Champ shows us a message she sticks on her laptop, above the touch pad: ‘Soft, friendly tone of voice.’ That reminds her to provide good customer service.
  • Champ: Once when Flickr went down, we did away with the standard ‘Flick is having a message’ statement and had a colouring contest instead. The submissions were so good that we gave away 14 pro accounts.
  • Hsieh: When we make a mistake, we empower individual customer reps to use their judgment to make things right.
  • Hsieh: Once we sent the wrong pair of shoes to the same customer 3 times! (audience moans) We gave her the shoes for free, sent her flowers and personally called to apologise to her.
  • Wilder: Sometimes our most serious problems create the most serious fans.
  • How do they deal with crazy customers? Champ reminds herself not to get angry. Take some time to cool off.

Questions

1. This is more of an anecdote. A member of the audience works for a nonprofit dealing with abolishing slavery. He was speaking to a Zappos customer service rep who realised she donates to this nonprofit. She asked more about his company and donated again to his organisation.

2. How did you develop your cancellation policies amid this culture of great customer service?

Champ: we have a delete button for Flickr accounts but we don’t give refunds. Remember the story of how a customer tried to cancel an AOL account? They shouldn’t be forced to go through so many hoops.

3. How many man hours do you spend on customer service?

Wilder: I let the forums build up for 3-5 days unless it’s something urgent, then I take care of it. It’s only 6 hours a week. I feel people should get engineers involved in this.

4. It’s good to have great customer service but how do you treat your own employees properly?

Hsien: We give full medical, full dental, free lunch every day. It’s not cheap. What you don’t want are people who join our call centre but leave after 3 months. But we invest so much in customer service that we can’t beat the discount sites.

Overall rating: 3/5. Some people seemed to love this panel. However I felt that some of the points were pretty obvious and general. It got more interesting towards the end when they shared more specific policies with us.

Technorati Tags: SXSW, SXSW Interactive

It was my final SXSW panel. I had arrived early, and was sitting on my own. Suddenly, a lady moved into the row in front of me, and turned around. With a warm, happy smile, she said "Hi" and started sounded out some of her business ideas to me.

Being my usual curious self, I listened on and gave her my two cents' worth, which she appreciated. We introduced ourselves and I learnt her name was Diane. After the panel ended, she offered me a lift back to my hotel, which I accepted as it was raining and I was tired and hungry. This is Texas, and I have long heard of the famous Southern Hospitality, so I had a feeling they weren't planning to kidnap or murder me ;-)

Diane mentioned her husband owned a couple of restaurants, so I asked her what they were called. I was pleasantly surprised to learn that it was Magnolia Cafe! I like that place. Mark and Kristen took me to the main branch last year, with Lucian, for breakfast and it was a good experience. We got into the car and I met her husband, Kent. I gushed about how this month I had Googled for good Austin restaurants and Magnolia Cafe's name came up. They thanked me for my patronage.

Then I felt bad as I hadn't visited Magnolia Cafe this time! I told them so. On the spur of the moment, they decided to take me to the South branch for dinner! This was wonderful. This afternoon I was still nursing a sore throat, a recurrent fever and acheing joints. I just wanted to get home sheltered from the rain, and put a hot meal in my belly. Who'd expect two strangers to do exactly this for me! We took a photo:

Me, Diane and Kent

We had a great conversation and I was impressed at how interested they were in learning new technologies and trends. I also answered their questions about Singapore. It appears that a lot of Americans agree with what we're doing, despite us being a 'fine' city.

My experience at SXSW this year (not including the actual panels) has definitely been much happier. Knowing more locals in Austin this time has taken me to interesting places. Also, I was able to spend more time with Kristen and the bump, Mark, Katie, Rosie and Bonnie. The only thing I'd have done differently, is to have gotten more sleep every day so I wouldn't have fallen ill. I dread the impending air travel starting tomorrow morning.

Technorati Tags: SXSW, SXSW Interactive, Magnolia Cafe

Tuesday schedule (last day)

March 13, 2007 5:16 PM | Comments (0)

I caught most of the Bloggies / Weblog Awards ceremony. Of the two Singapore blogs that were nominated, It's Raining Noodles won best Teen Blog again. Alas, Popagandhi lost out to the Tokyo Girl Down Under.

And Arseblog won BEST SPORTS BLOG!!!! GO GUNNERS!!!!!!!!!!!!!!!!!!!!!!!!!

I have to post this really quick as my laptop battery's about to die. More updates later.

Technorati Tags: SXSW, SXSW Interactive, Bloggies, Weblog Awards

SXSW panel updates

March 12, 2007 11:56 PM

I've caught a sore throat, which is not surprising considering I've been running on a few hours of sleep for the past week, trying to attend a full-day conference, blog daily and do work as well. Thus I have decided to just focus on the conference and you will get my panel notes in good time.

For the first time, I walked out of a panel yesterday. I nearly did it again today. However the American Cancer Society panel was really useful, in the context of my work. They're doing everything we hope to do (or at least, that's what I hope to do). I also like the panels which help you improve work processes, getting 'unstuck' and making the most of a short attention span.

The keynote addresses have been relatively interesting. Dan Rather's still pretty sharp. We gave him a standing ovation for his take on the media today (he feels they need a "spine replacement").

I met up with Jeffrey Zeldman today to tell him in person that we started a Web Standards Group. Turns out there was no need to do so, as he had already read about it on my blog :) I also sat in for the annual WaSP meeting. I'll update my fellow Singapore Web Standards advocates on this later.

It's time to sleep.

Technorati Tags: SXSW, SXSW Interactive

Monday schedule

March 12, 2007 2:28 AM | Comments (0)

Last month, while preparing for SXSW, I blogged about how I was thinking of locating the other two participants with the last name "Tan". Then we could have a clan gathering.

Last Friday, I met Wilson (who is one of the Tans) through a mutual friend. I completed the circle at Break Bread with Brad when I bumped into Sarah. I immediately asked her, "Is your surname Tan"? She said yes, I pulled Wilson over, and we took this photo during Break Bread.

Me, Sarah and Wilson

Naturally, as all of us originate from Singapore, we discovered we had mutual friends. However I'm the only one working and living in Singapore. Wilson took us to a good Italian restaurant for lunch, then across the street for a tub of gelato.

We met up again to attend at the SXSW Web Awards this evening. We cheered for Jonathan Yuen, a Malaysian who works at Kinetic, Singapore's premier interactive agency. He won the award for best Personal Portfolio. However, he was too busy at work back in Singapore to receive the award here in Austin. As I've mentioned to Americans I've met so far, it can take nearly a day of travelling to get here.

It was an anticlimax to see a total stranger claim his prize on his behalf, especially when he and the host, Ze Frank, couldn't pronounce Jonathan's surname properly and thought it was funny. FYI, "Yuen" sounds a bit like the Japanese "yen". It's NOT pronounced as "Yew-een".

I shot videos and we took some photos as well... they'll be uploaded in time. The internet connection in the hotel is a bit erratic sometimes.

Sunday schedule

March 11, 2007 6:26 PM | Comments (0)

This is my tentative schedule for Sunday.

10:00 am - Using RSS for Marketing

11:30 am - Avatar-Based Marketing in Synthetic Worlds OR Making Your Short Attention-Span Pay Big Dividends

12.30 pm - I might be going for Halcyon's Hug Nation then dashing off for the Bloggie Awards at 12.45pm! Argh! Parallax error, the Bloggie/Weblog Awards are on Monday.

2:00 pm - Keynote Conversation: Limor Fried / Phil Torrone

3:30 pm - Virtual Worlds and Virtual Humans: NPCs and Avatars

4:05 pm - Moving Large Corporations Towards Accessibility

5:00 pm - Create a Campaign in an Hour OR How to Convince Your Company to Embrace Mashup Culture

Technorati Tags: SXSW, SXSW Interactive

Official SXSW synopsis on Ghost in the Machine: Spirituality Online

Spirituality Online panel [Note: I'm reporting this in full because I was moved by the discourse and want you to get a feel of the 'flow' between panelists and the audience.]

I’m here because the other panel topics also at 5pm didn’t excite me. Also, how often do I see two Christians, a Mormon, a Muslim and a Jew sit at a panel together?

James McNally (moderator) notes that this is possibly the first religion-related panel at SXSW ever. I think so...

TV: The Next Generation

March 11, 2007 5:49 PM | Comments (0)

Official synopsis for TV: The Next Generation

TV - the next generationI signed up for this one because the TV/movie/video landscape has been changing considerably since tools like Youtube were invented. This was a combined SXSW film and interactive session, so the room was understandably crowded.

We were asked for a show of hands as to how many of us watched online video in the last week. Literally all our hands went up. And how many of us produced online video? I think many of the SXSW film makers raised their hands.

Main points I took home:

Web video's become like indie video.

One panelist said that despite the boom in online video interest, this is still limited to the more tech-savvy people. The majority of people in this world still don't know how to get at online video.

You can't control whether users like your content. Neither can you control what users do to your content. The question is, are you OK with this? Can you let them embed your content on their own websites?

And whatever you do, you still have to be honest and authentic. I think this doesn't just apply for video but for anything you do online now, like blogging.

I didn't get very much out of this one because I think it was meant more for film makers who wanted to learn about the medium. I wasn't wowed by any of their revelations.

My rating: 3/5.

Technorati Tags: SXSW, SXSW Interactive

Kathy Sierra Opening Remarks

March 11, 2007 3:57 PM | Comments (0)

Official SXSW synopsis on Kathy Sierra Opening Remarks

Kathy on screen Kathy made an impact at SXSW 2006 on her topic of "Creating Passionate Users" (see our review), and it showed because not only was the main hall filled, two other rooms showing a live video of her presentation were apparently full as well. She did not disappoint us. In typical fashion she started with mass audience participation, getting us to classify ourselves as either designers, coders or money people. Then we had to meet two other people not from our group. That was fun.

Her focus was essentially on empathy and common sense. Today's applications are still unable to detect emotional nuances of users, such as confusion and frustration. FAQs tend to be written for more tech-savvy people instead of common users. She gave an example of how one of her participants tried to find out how to add up data on an Excel spreadsheet and was given totally useless help information, wherever he searched.

She made us all laugh by suggesting that a new 'WTF' button should be created! She also gave hard statistics showing that users who received more personal-sounding instructions e.g. using the word 'you', had 20-46% higher success rate in solving problems than the group which didn't. I think this could be the Moreno and Mayer (2000) study that she referred to. Please let me know if I'm wrong on this.

You can get many of Kathy's points (including some graphics) used in her talk, in her recent blog posts here and here.

She's definitely one of the better speakers and kept us captivated throughout. I won't be surprised if she's invited back to SXSW next year.

My rating: 4/5.

Official SXSW writeup for Under 18: Blogs, Wikis and Online Social Networks for Youth

Under 18 Blogs, Wikis and Online Social Networks for YouthEach panelist gave a longish introduction on themselves and I wondered when they'd actually start talking about the topic itself. The discussion began very much with a US-centric perspective, using statistics from the Pew Internet reports. Panelists discussed cyberbullying and a disparity in tech-savviness among teachers themselves. However later on their discussion broadened up and was applicable to youths anywhere in the world.

The key theme running through the discussions was that technology is only a tool. Instead of banning children and youths from visiting certain websites, they should be educated on how to deal with it. [This is pretty what I said during my HP Alumni talk in January, too] They should be able to discern between having meaningful online chat with a total stranger on political issues, versus having a conversation with a total stranger who wants sex from them. Some children know how to apply a filter, but some don't, and that's where the focus should be.

Other good points were that there's no one-size-fits-all approach for youths, because what works for a 10-year old child may not work for an 18-year old, and vice versa.

One panelist noted there are youths who were shy in real life but very outgoing in Second Life and other forms of online chat. Adults don't understand why teens use such tools, but to teens it's another medium to communicate through.

My rating: 4/5. Woman of the match: Danah Boyd from USC Annenberg for making honest, good points that I can actually remember and will probably apply in my own work.

Technorati Tags: SXSW, SXSW Interactive

10:00 am - Emerging Social and Technology Trends
It took a bit of time for panelists to warm up, but eventually the discussion became more interesting. The problem was that the topic was so general that the ideas given were not very specific. It's not an easy topic to talk about - very much like predicting the weather next week.

What they said made sense, but was nothing new or ground-shattering to me, such as: companies becoming more 'open source' by letting users customise their original products; an increase in the desire for privacy at the same time that technology is enabling people to be more open with their lives. Youths would need something that gives them a sense of belonging. My rating: 3/5. Man of the match: Robert Fabricant of Frog Design.

Technorati Tags: SXSW, SXSW Interactive

SXSW Saturday sum-up

March 11, 2007 1:51 PM | Comments (0) | TrackBacks (0)

I realised there's little value in blogging live and reporting almost every word the panelists say. In some cases there were 'fillers' and meanderings which I don't feel is worth writing here. Instead I will give summaries from my notes on all the panels I attended. As an English football (read: soccer if you're American) fan, I will also give 'Man/woman of the match' titles to my favourite panelist.

These are the panels I attended on Saturday. Watch out for my blog posts on each one...

10:00 am - Emerging Social and Technology Trends. My rating: 3/5.

11:30 am - Under 18: Blogs, Wikis and Online Social Networks for Youth. My rating: 4/5.

2:00 pm - Kathy Sierra Opening Remarks. My rating: 4/5.

3:30 pm - TV: The Next Generation

5:00 pm - Ghost in the Machine: Spirituality Online

Technorati Tags: SXSW, SXSW Interactive

How to rawk SXSW

March 9, 2007 5:00 PM | Comments (0) | TrackBacks (0)

Synopsis

Moderator:
Min Jung Kim, Photobucket

Panelists (left to right):
Tantek Çelik, Chief Technologist, Technorati
Glenda Bautista, Technorati, Agendacide.com
Andrew Huff, Editor & Publisher, Gapers Block
Nick Douglas, Director, Look! Shiny!
Lynne d Johnson, Senior Editor, fastcompany.com, lyndjohnson.com
Tony Pierce, Editor, LAist.com, personal blog at tonypierce.com

Good panelists, light-hearted discussion. Even Tantek suggested having some fun by pointing us to this page on his website. They went through the items in the goodie bag, but I've already done that for you.

The panelists recommend using Twitter (read about what people are saying about SXSW right now!), Dodgeball, Consumating, SXSWbaby, Laughing Squid. Have a LinkedIn profile.

They do advise tagging your SXSW photos in Flickr. Suggested tags are sxsw, sxswi, sxsw2007, sxsw interactive.

The panelists said that parties are good to attend especially if they're sponsored, because you get free food. Heh. What's good is the Pluck party right after the Web Awards on Sunday. Also recommended was the Blogher party. I think I'm going to check out the Bloggies on Monday (come on, Singapore!!). I definitely want to go back to Fray Cafe because I had a great time last year. I'm curious about Parish of Jazz, 20×2.org. The Yahoo! Bartab party sounds good too.

Update: This post has been linked from the following blogs:

Technorati Tags: SXSW, SXSW Interactive

[Update: Snakes on a Blog has linked to this post!]

Panelists

Moderator: Alex Williams, Director of Community Development, SplashCast. He's also the founder of Podcast Hotel.

Corey Denis, IODA Digital Marketing Manager, IODA

Molly Wright Steenson of Girlwonder.com, just accepted into a PhD at Princeton.

Kris Krug, President of Bryght

Krug began by telling us what the movie was about. Snakes on a Plane was a 2006 movie in the US which bombed, despite a lot of internet hype. Wikipedia sums up what he's said so I'll link to it instead.

It led to parodies on Youtube which were actually quite funny. There was even a music video which makes reference to the movie in their lyrics. The Suspension of Belief society even had a gathering where everyone turned up dressed like in the movie.

The most famous line in the movie was spoken by Samuel Jackson '"I'm tired of these MF snakes on this MF plane". As a result, parodies were created using mashups of his movies, e.g. Star Wars ("I'm tired of this MF Jedi").

Snakesonstuff.com, a website showing photos of snakes on inanimate objects, started off well. Krug notes the girl who created the blog received millions of pageviews initially. However, once it was recognised officially, the effect wore off. Panelists noted this trend.

There's also a blog. Denis noted that this blogger was invited to the red carpet premier of the movie and was even interviewed by mainstream media.

The big question is, despite all this user-generated content and buzz about the film, why did it bomb?

Denis felt that user-generated content was more successful than the movie. Krug noted this movie provided good learning points which could be used in future productions. (I'll consolidate these at the end of this post)

Steenson asked what happened after the hype. Does the community continue with the idea? Denis said New Line Cinemas 'messed it up' by using standard, traditional marketing techniques to follow up with the internet buzz. It was also released too late, so the aura of mystery was lost.

New Line also pumped in extra money to modify the movie, after getting user feedback. Krug felt it was unnecessary to pump in an extra US$5 million just to add the extra scenes. I'm not totally sure about this. It's nice to see a traditional movie company put their faith in user-contributed content.

A member of the audience asked what were the elements for such a 'phenomenon' to happen to other products such as books. Denis replied simply, "Know your audience." Samuel Jackson put this trust in the movie, and his fans supported him. Steenson said the ability to laugh at oneself was a big factor. Don't pretend to be cool.

Another member of the audience pointed out that there was another movie that had spinoffs - the Blair Witch project, which was successful in the box office. The only reason why it did not have as many spinoffs as Snakes on a Plane, was because Youtube wasn't invented then. The audience murmured in agreement.

One of the panelists referred to the OkGo Dance which didn't make it to MTV but received over half a million views on Youtube. Denis said there's no such thing as bad publicity - it's how you handle it. I agree! For instance, she wouldn't try to delete any bad reviews on her band. I think that's a basic principle if you want to have a sincere relationship with fans or readers.

Krug points out that user-generated content should be used to generate higher quality content rather than just sell more widgets. (My question is then, which big company would not want to make more money, above everything else? There are many good shows which don't make much money, and worse movies which have taken done better)

Take-home points, for me:

  1. User-contributed content is here to stay. If used properly, it can turn people into fans and create a cult status.
  2. If you generate lots of excitement about your product, don't wait too long to launch it. (I'm thinking of the iPhone right now)
  3. Know your audience. Befriend them. Don't restrict how they express themselves about your products.

Technorati Tags: SXSW, SXSW Interactive, Snakes+on+a+plane

SXSW goodie bag

Please click on the photo to visit my Flickr page where I've labelled the goodies.

What can I say? I think this year's goodie bag's contents are more substantial. If you love magazines, you've hit a goldmine. I'm so glad I didn't buy Wired magazine. I had a feeling we might get it this time.

I'm back in my hotel room, having lunch now. I will be heading back to the Convention Center for our very first panel, The Real Story Behind Snakes on a Plane. I have not watched the actual movie, Snakes on a Plane, so I'm reading up on the plot summary now. The Wikipedia entry has a better overview.

I'll try to blog live provided my laptop doesn't hang, and I can actually get a wireless connection going. We had problems last year because of the number of geeks trying to connect to the Internet at the same time. This year's probably going to be the same.

Technorati Tags: SXSW, SXSW Interactive

Registered!

March 9, 2007 12:59 PM | Comments (0) | TrackBacks (0)

I've just registered at SXSW. I arrived at noon, on the dot, which is the time that registration begins. Already there was a queue of about 25 people in front of me!

We waited on level 1 until we got the go-ahead to proceed up to level 3, where we joined another queue. Then I realised we were not even the first batch of registrants as there was an even larger group of people waiting to collect their badges. Our line moved quickly though and soon I was also standing around, waiting to collect my badge.

Because I was so busy checking work emails the evening before (and up to 4am this morning), I hadn't uploaded a recent photograph of myself to the SXSW Registrants website. I did so this morning after breakfast but it was too late - my photo wasn't approved in time. So in the end, they had to take a photo of me using a low-resolution webcam :( But the photo looks OK on my badge.

Everything feels mostly the same as last year. I'm still choosing which panels to attend, but am not feeling super excited about anything at the moment. At 3.30pm our first panel discussion begins but that's the only one available, so it's not like we have any other choice.

Strangely, a panel at 5pm will be held at a faraway library near the cemetery! Even though the topic's on video blogging, I doubt I will make it for that one as it involves a bit of travelling. It sounds like a basic lesson anyway, so it may not be worth the trip. There are other video-related panels to attend on other days.

Singaporeans featured at SXSW!

March 8, 2007 12:53 PM | Comments (0)

SXSW Music - Our top Singapore band, Electrico, will be playing at SXSW in Austin, Texas on 14 March! Another band, The Great Spy Experiment on 15 March. Thanks to Kristen for the heads up. Alas I will be leaving Austin on the morning of 14 March, so will not be able to support either band. View the full list of bands here.

Weblog Awards - Two Singapore blogs have been nominated for the 2007 Bloggies: Popagandhi and It's Raining Noodles (which won last year). Please let me know if I left out any other Singaporean blogs.

SXSW Web Awards - Jonathan Yuen has been nominated for best portfolio.

All the best to our SXSW "Team Singapore"!

About this Archive

This page is a archive of recent entries in the SXSW category.

Second Life is the previous category.

Transformers is the next category.

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