I only speak the English language (well actually I speak a little French, but only when I really have to).
I live in England. I shop in England. I was educated in England.
The vast majority of my friends are English too, and whenever we meet, we too speak English and relate to each other about English traditions and culture, developments, activities, events, social gatherings, local issues affecting daily life, in fact everything that makes up my life is conducted in English.
During summer last year, I was invited to deliver a piece of work in Moscow. I do not speak Russian, I speak English. Everybody in Moscow speaks Russian.
I arrived at the airport to be met by a Russian-speaking driver wearing a smart suit and cap, holding up a small notice board with my name on it (spelt correctly). I walked up to the driver, offered him my hand to shake and said “Hello” in English. He replied with something in Russian, we shook hands with us both smiling genuinely, with him looking like he was genuinely pleased to see me. He indicated our travel direction, and I followed him to his car, my bags were loaded into the boot, he opened the rear door for me, and I took a seat inside.
Hand signals and gestures were exchanged whilst we both tried to make conversation during the journey to my hotel, but in summary, I think the only information I collected from him was his name (Andre), and he the same from me (which he already knew from the notice board he’d held up earlier).
After being successfully transported to the hotel, I spoke with the receptionist in broken English, a huge relief I have to say. Handed the keys to my room, successfully navigating the lift (with floor numbers in English) and bedroom door, I was greeted by emergency evacuation instructions in Russian, a TV that played Russian programmes, and restaurant and room service menu also printed in Russian.
My client was English, who happened to be working in Moscow, and he spoke Russian. From that point onwards, everything I delivered, completed and experienced for this short contract was passed via my client. The only part of this Russian experience I understood really were the communications via smiling faces and nodding heads of approval. To sum it all up, if my client had not been there to interpret all communications, I would have been truly lost.
Today, my father (aged 87) received his very first laptop computer (a mac) so he can use it for some of the work he does with the Burma Star Association. Currently he has a basic digital stills camera which he uses quite a lot when out on social visits with his pals, and doesn’t own a mobile phone.
He’s not looking to design websites or run a blog, twitter, facebook or anything like that- he’s just looking to learn how to type letters so he can post them to people, burn some photographs to dvd so he can post them to his pals (none of whom know how to use a computer or access the internet, emails etc), and use search engines and find out information about potential funding available for his voluntary members group.
He knows how to open the box and unpack the contents, has figured out how the power supply works, and has managed to turn the computer on. He knows what he wants to do and he knows how to communicate with his network. All he needs is a little help in being shown how to do some really basic tasks.
He also knows how to use a telephone to call me, in English.
Knowing him, I suspect he’ll be learning Russian soon.
It is crucial for commercial organisations to use online communication channels to help them engage with both customers and fellow businesses.
Businesses are increasingly using social media platforms to build more personal relationships with customers. But while well-implemented digital media communications can be the cornerstone of a building a brand or reputation, a weak online strategy can be equally damaging and deliver a poor return on investment.
Companies need to follow a strategic path using social media to grow their online presence, improve communication with staff and increase customer loyalty. Because social media challenges the old-school practice of ‘push’ media and uses engagement instead, this can come as a culture shock. It also requires an understanding of alternative technologies and online platforms as well as a fresh attitude to acquiring new business that can conflict with traditional communications techniques.
The growth of social media affects how news is delivered: on demand, placing the consumer in control and enabling them to filter content. Some 43% of news on Twitter covers developments in technology, compared with just 1% in the traditional print media*. For businesses operating in a niche such as this, the benefits of social media engagement and online marketing to consumers are clear.
Social media can also be a valuable business-to-business (B2B) communication channel. Twitter is a particularly good example, with ‘follow me’ opportunities replacing ‘friend me’, enabling people who are not friends to do business online. Twitter’s 140 character limit also encourages succinct communications. Meaningful short business conversations add a human touch to the corporate world, creating encouraging online conversations with colleagues, clients, customers and potential contacts.
Facebook on the other hand is predominantly a platform for brands to communicate with their consumers – in July 2009 a study of Fortune 100 companies found that more had a presence on Twitter (54%) than on Facebook (29%). Surprisingly, the study also found that only 32% had a corporate blog, which can be a fast and inexpensive way to promote controlled, on-brand messages and news online**.
The study also found that these companies were using social media platforms for several purposes: company news, customer service, marketing promotions and employee recruitment – the majority of which were successfully completed on LinkedIn. This is most likely to be because they are low cost and highly targeted, providing provided a platform for even the smallest company to excel.
Bullring Birmingham (@Bullring), which is based in the West Midlands, successfully integrated social media and traditional communications during its Christmas campaign in 2009. A model of the shopping centre was created from LEGO, and shoppers were offered the change to engage by recreating themselves as LEGO figures and placing themselves within the model. The initiative really fired consumer’s imaginations; not only did the project provide a story for the traditional media but consumers and local bloggers created LEGO figures online and used them as profile pictures on social networking sites such as Twitter, Facebook and Flickr.
So what is next? The BBC has announced changes to its iPlayer, which will integrate social media platforms into the TV viewing experience. Geographical tagging and the open use of publicly available data will drive online users to business directories such as http://awmist.org (set up by the Advantage West Midlands’ ICT Cluster), and this practice will actively reward engagement by offering visitors a richer experience through content such as integrated promotional videos, photographs and press releases.
The world of social media is changing fast. Facebook is causing a storm with its privacy policies at the moment, and many platform providers are seeing a huge increase in mobile handset publishing. Expect social media to become more mobile, so learn how to really use your Blackberry or iPhone now. That way, your knowledge and successful use of digital communications will grow with the technology catering for it, ensuring you can take part in online conversations that customers may already be having about your business or brand.
Top tips:
- Listen to what people have to say
- Use the platforms your target audience is already having conversations on
- Join the existing audience for your brand
- When you are listening to people, show engagement and understanding for their needs
- Build conversations in public
- Share information and news about your business
- Provide guidance, training and examples of best practice for communications staff to ensure that the voice of your company reflects your corporate values and ethos
- Don’t resort to ‘push’ tactics and spam – your customers should ask to be pulled instead
As you are aware, over the recent weeks, I have been working with Advantage West Midlands, developing the AWMist geographic directory of West Midlands businesses.
Yesterday a major breakthrough was achieved, allowing for the integration of two separate systems, to allow users to show video within their profile.
Allow me to explain how this works…
Firstly, the user registers onto the AWMist platform itself (the Register button is in the top right hand corner). This registration application is then checked by the administrators at AWM, making sure that the company registering is bona fide, and located in the West Midlands. Then, once this is completed, the registrant receives an email from the administrators, confirming their acceptance, inviting them to proceed and complete their company profile.
The user then inputs their company details, address, contact details, website url, overview, product descriptions and other relevant information. The important aspect for the user to remember here is the entries into the Keyword section. To enable the Search function on AWMist to accurately deliver results, when a visitor enters keywords into the Search bar, AWMist then trawls the database, and matches the visitor search item with profile keywords, for instance:
If company X is a computer software developer, they would enter keywords such as: computer, software, database, develop, programme, language, script, java, linux, windows, mac, open source, php, ruby, drupl, django, python etc- all terms that are form a routine part of company X’s daily business operation. Then, if the visitor is searching for a company that delivers bespoke computer development, he/she could possibly enter one of the above terms into the search bar, and click Enter. The search would then deliver a Pin on the Map for every company in the West Midlands that has highlighted this term in their profile. The user then has the option of either clicking the company name on the menu to the left, or clicking the Pin itself. By doing so, this then opens up the company profile page, which contains all the details of the company itself (this is the pre-entered information the user has already inputted). It is at this stage that the video can also be shown, ergo:
The visitor then reads the company profile information, and has the option to view the company video, by simply clicking the link bar.
This then opens the company video window over the top of the profile, so the visitor does not have to leave the profile page, and then simply click the Play button.
Whilst the video is playing, simply by moving the mouse over the video window, this brings up the sub-menu, by which the visitor then has the option to:
> open the instruction menu for function buttons
> expand the video to full screen,
> leave a comment or start a discussion on the content
> increase or decrease volume
> shuttle forwards/ backwards and pause the video.
Then, once the video has played, the visitor simply closes the video window by clicking the red X in the top right corner, and then hopefully move on to contact the company and make an initial business enquiry.
The business environment today is indeed a very diverse place. There are legal considerations required for sex, race, religion, background and external influences that all come into play when holding down effective professional relationships in the workplace, but one thing is for sure- everyone now has to use a computer as part of their daily routine, whether by force, choice or vocation, and the digital native (Generation Y) is now playing an increasingly significant part in the workforce.
The different age groups present in the workplace potentially highlight the cultural change required to adapt into this technological way of working and communication. The Baby Boomers are now starting to retire, and increasingly senior positions are being filled by Generation X, and in some cases, digital native (Generation Y) workers.
The intergenerational, educational, and skills- based differences are presenting themselves frequently, and combined with cultural differences, understanding of historical events, different family and peer values, sharing of information and attributable behaviours in the workplace are now delivering a different working model. This is requiring both a cultural and professional practice change.
Currently, little is known about the digital native’s working practices, and how personal and professional motivation can shape a company’s direction. Managing the generational differences in today’s diverse and ever changing business environment, it is imperative for the areas of staff retention and engagement that companies and organisations successfully communicate across these boundaries. Full, clear and reciprocal understanding by all interested parties is a key factor for this successful transition.
Working with Digital Natives
So how does a manager or leader effectively manage, engage, retain, and communicate with digital native workers? What makes the digital native different at work? How will those just embarking on their careers work and play with older staff? What are the technology and culture shifts occurring in the workplace? How do you manage these changes?
From personal experience, digital native workers tend to believe in a ‘work hard-play hard’ type of approach to life. The digital native does not see the need to be attached to a desk for eight hours a day if they can get their work completed in half that time. Digital natives want something beyond an all-consuming career. Their time is their most precious commodity. They want a true work/life balance. They believe they can raise their children, spend time with family and friends, engage with social networks, and still meet challenges and achieve professional goals at work, whilst also achieving personal goals at home. If work can be done at home, or a conference call can be had while at a football game with their children, or business be carried out on a blackberry in the back of a taxi, they expect that the employer find this practice acceptable, and support them with the tools and technology to successfully carry out their work. A digital native may also find it hard understanding that other workers from an older generation (Generation Y or before) cannot grasp this idea or method of operating.
The technology and culture shifts that are occurring, simply put the use of new and up and coming forms of technology as a necessity to encourage experimentation. Accept the fact that failure is a possibility.
Image plays an important role here, especially when demonstrating social capital amongst peers- think of a peacock displaying it’s tail- the biggest brightest colour wins the girl. Replace girl with contract, and I am sure you see the analogy clearly.
The digital native is perfectly familiar, experienced, and comfortable with using technology; some were even born with it at their fingertips. They are not scared of new technological advances and adapt fast to new innovations. To attract, retain and engage a digital native, management should not shy away from new technologies that enable open file sharing, telecommunication or virtual work environments, or that help contribute to the aforementioned work/life balance. Utilise video teleconferencing, webinars, laptops and smartphones with wireless access, 3G/ 4G technology and promote an open information sharing culture within the workplace. Technology can be successfully used to encourage group and project based work. Use technology to build in collaboration from the very start of the project, create informal team building exercises driven by technology use, and as leverage for positive public relations for your organisation. Celebrate the fact that technology and an open culture is an important and integral part of your business practice.
Regarding culture- open and honest communication and a culture of performance rewards is an absolute necessity. The digital native believes that communication is key in all directions, up, down, and lateral. Take this opportunity to lead from the front, yet be seen to be on a level field of engagement.
To get the most out of the digital native at work, create an environment where they are encouraged and rewarded for speaking up regarding ideas and concerns, regardless of their status, length of service or level in the organisation.
Add a structured coaching or mentoring program into your organisation, and offer praise at every opportunity that positive progress made presents itself. Build in weekly, monthly or quarterly development check-ins and create an open space for information sharing and discussion. This is nothing new- for many years businesses have used the appraisal method- simply apply a new layer of open communication to this.
Open communication often leads to innovation, increased trust, and engagement. The digital native is likely to have a low tolerance for political bureaucracy and is likely not to buy into the “top-down” or “chain of command” approach. They believe results, not years of service or level in the organisation, drive team success, and will probably demonstrate best practice when these approaches are encouraged, and rewarded. However, this cultural change could be alien to the older workers- you have been warned (!)
Consider changing the structure of your organisation to a more flat model with less hierarchy and more rewards based on merit and performance, not tenure and title.
These technological and cultural shifts are not going away any time soon as digital natives are a growing part of the workforce, for companies and organisations to attract and retain digital native talent they must adopt a more flexible approach.
In this video, I visit Kerry Thomas and Dave at Fused Magazine.
We talk about the past history and success achieved, and Kerry gives us an insight into what the future holds, both for them, and also for print-based media, and the creative industries in Birmingham.
Anonymity- we can all use the safety cushion that technology and the internet provides us with if we so choose. Ample opportunities abound on many fora to simply register some meaningless email address, sign-up with a bogus identity, load bullets of text onto an open platform as a troll, and then watch your enemies fire warning shots across your bow or score direct hits on target.
My personal opinion about this practice is one predominantly of cowardice by the anonymous user.
Of course there are exceptions in extreme cases, where freedom of speech invokes a fatwa, or daring to express one’s opinions leads to disciplinary action from one’s employer, but in the western culture (with the exception of inciting racial hatred or contravening the UK Terrorism Act 2006 by disseminating terrorist publications) generally the freedom to express one’s views and opinions in public, whether that be written or spoken, is a human right and forms part of standard daily discourse.
This however does not remove the ‘fear factor’ when dealing with subject matter that is known to be opposed by colleagues, evoking argument with those that hold opposing views. Conflict is never easy to manage or engage with in any circumstance, but imagine this situation: the stage is yours, the podium is your battleground and you have an audience that have attended specifically to hear your speech. But, on the stage alongside you are the representatives of the very organisations you are about to criticise. Then, add into the mix the subject matter you are about to discuss is the Catholic faith itself, globally the second largest religious practice.
Homophobia, contraception, child abuse. The content is sensitive material. The approach is one entirely of attack and criticism, born from issues that directly oppose the speakers views, simply because they affect the very essence of his daily life. The motion under consideration is “The Catholic Church is a force for good in the world”
The presentation style is helped greatly by the fact that the speaker is a respected celebrity, an educated man, an eloquent speaker. The words spoken use passion as a weapon, and personal experience as a shield.
So, it’s 3.19am, I’ve just saved 3000 words as a draft, and I spot a tweet from Hannah: “A watched Posterous never autoposts.”
So, now I’m stuck for creativity and inspiration, it’s time for some fresh air.
The heavens have gently, silently delivered another 2 inches of beautiful virgin snow outside. “Ah what the hell, it won’t hurt” thinks I. So, with my iphone in hand, out I go to the garden, and grab this:
Snow Tree
So, now inspired (and cold), I search for “snow, trees and video” on Google, and it comes up with this:
Inspiration and platform found in one go. Thank you Ommwriter- you look delightful…tomorrow I’ll have a play.
Now it’s time for a quick Balvenie- hell I’m going to go get all natural with it- usually I’d add a little water, but there’s snow outside, and it’s wonderful.
This time I’ll put a coat on, and add a small scoop of snow into the glass.
Who says I don’t think about the environment.
Filmed in early December 2009, I manage to catch up with Clare at home, immediately before a performance with Notorious Choir in Birmingham city centre, and straight off the back of a trip to India.
I ask about what drives her, where her passion comes from, and what sort of things in her work make her happy with what she achieves.
Featuring exclusive rehearsal footage, we see a short insight behind Clare’s daily life…
Some of the photographs within the above video were kindly supplied by Andrew Dubber and Jez Collins. You can find more about their India project at http://dubberandjez.posterous.com/, part of the Un-Convention series
Following a recent presentation I gave to BCU lecturers last week, the question of “What is Gov 2.0?” was raised, and by pulling aggregated information from various sources, I set about explaining. Then on Thursday, I gave a short presentation to the Solihull’s Councillors that are kicking around ideas based on developing their own social media strategies to help them engage further with their constituencies (well done to them all for embracing this idea- it’s good to see them all having a go, supported by local volunteers of course).
Drawing from Pete Ashton‘s blog post, explaining his interpretation of “What is Web 2.0?” – “… is about online services talking to each other using standardised data. The reason Flickr is a Web 2.0 service isn’t because it hosts people’s photos. It’s because you can take photos of your city, mix them with Wikipedia pages about your city, add in some Twitter messages from your city and plot them on a Google Map of your city. Automatically. That’s Web 2.0.”
Today, Dominic Campbell posted this link, to a video compiled by O’Reilly Media, and hopefully this offers a few more interpretations, to help you draw your own opinions:
The adoption of Gov 2.0 and Web 2.0 practices are going to continue to grow and develop here, and I dare say that some key points will be used as carefully selected election campaign principles over the coming 12 months by all parties.
There’s certainly a lot of movement in this area happening right now, and it will be interesting for me to see how this all turns out in the long run.
Here’s Tim Berners-Lee’s recent interview, purely for a little background info.
UPDATE (7th December 2009)- Peter Alexander has posted some developments today; “Here is the draft Government 2.0 Taskforce report Engage: Getting on with Government 2.0. The Taskforce is seeking your comments and input before finalising the report to go to Government.” http://gov2.net.au/blog/2009/12/07/draftreport/
Publisher, agent, social entrepreneur, company director, serious networker and a busy busy busy lady.
Justice tells me what sort of things really drive her forward, and how she feels about the current plans and programmes that are offered to young entrepreneurs like her, and the people she works with.
A few home truths within, this comes straight from the heart- deliberately unedited.
Echoing the words of Dermot Finch, Justice doesn’t sit on the fence here- “Birmingham doesn’t sing enough” “Give Back” “Get Creative” “Take Risks” “Less talk- More action” … you’ll see what she means just by clicking the Play button.
