Category Archives: Business

I love downtime

Nothing frustrates people more than a website going down at the same time they’re in need of it’s services. Just look to twitter when Media Temple or Gmail experience unavailability; people lose their cool. Twitter was down so much that it accidentally popularized their growing pains via the fail whale.

I look at downtime a little differently, though. When I see all the hundreds of millions of WordPress.com blogs disappear for two hours, I think to myself “let’s see how they handle this.” I breathe a sigh of relief when I read that WordPress.com was able to recover from a catastrophic failure costing millions of lost pageviews (read: revenue). In other words, there’s a service provider that can come back from downtime and I have no questions about whether they can handle a similar incident in the future.

Performing regular backups is not enough. When magnolia admitted to not having backups of it’s users bookmarks, people were rightfully upset. But, even if they had been saved, would there have been a there a process in place to restore the data? Would service be restored in a timely manner? Even more, has the data ever been tested for recoverability or just thrown on a disk or into the cloud assuming everything is all set in case of emergency?

When I see pinboard, my favorite bookmarking service, take a spill twice in two weeks I rest peacefully. I go to sleep knowing that Maciej has a hot backup server that he can quickly switch to and continue running with just a few minutes of downtime. I love that. No data will be lost, just a hiccup in the day. One hiccup that, if it were to happen yet again, could easily be handled.

Of course, my data is portable in many of these cases. I can extract it at any time and back it up however I choose. There’s no reason to rely on my service provider. But, that’s really not the point of portability. Even though there may be no service agreement, you’re using a service with some (perhaps incorrect) assumptions that it will always be there and always work. Perhaps that’s an issue with free services, they need not provide any guarantee.

But even the services we pay heavily for: our web hosts, the photo storage sites, the hosted project management tools. Some of these sites and services have gone on untested and unproven. I’m a little more wary of what might happen if something unforeseen happens to them. Could flickr recover from an issue and maintain my priceless photos and memories. Could my business still operate if 37signals went down? Am I paying them for any guarantee of restored service? I honestly don’t know. Even web hosts store backups, but that snapshot may have included the virus that originally took your site down… that’s no help.

I love downtime because it shows me how a provider will handle an adverse situation both in and out of their control.


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Multitasking during meetings

On multitasking during a conference call:

Well, I sent the client the message. Then I had to send him another one, this time with the attachment I had forgotten to append. Finally, my third email to him explained why that attachment wasn’t what he was expecting. When I eventually refocused on the call, I realized I hadn’t heard a question the Chair of the Board had asked me.

I see this (and do it) on a daily basis. It’s about time to consciously put destructive multitasking to an end.

Instant email is good for nobody

Like most project managers, account managers, or client-facing individuals, I have my email inbox open all day. One any given day, there could be a dozen different individuals that can reach out to me with an urgent question. But replying instantly is not always the best action. While we can’t ignore our clients (current and potential), we can help each other by getting into good habits. These are some of mine explained.

Urgent does not always mean important

There is a difference between something urgent (a phone call, a task with a deadline attached) and something important (improving product quality, preparing a contract for a new project). Like with any time management, it’s key to distinguish between the two. One of the best things I learned in college was the Urgent vs Important Matrix. Many people get in the trap of confusing email urgency with importance; try to avoid that.

Interrupted productivity

It’s fairly obvious that we could all spend eight hours each day in our inboxes. I sometimes catch myself responding to emails immediately to get back to Inbox Zero. But, I’ve lost at least 15 minutes of productive time having mentally changed gears and get back to what I was doing. By that point, another email has come in… and you wonder what you accomplished in the past hour. Setting aside productive time and batching email is one of the most powerful things I can recommend to anyone. Tim Ferris has a great manifesto on eliminating email overload.

Most questions can answer themselves

I’ve found that being in the habit of turning around and asking someone a question leads me to get lazy: I rely on the individual instead of other resources (guides, Google, etc.). While I’m in the business of good customer service, that doesn’t mean handing out answers all day; that gets expensive for everyone. Investing time in better documentation and frequently asked question lists will save you from yourself and constant questions (especially on projects with many stakeholders).


One caveat, I do monitor email all day long with desktop notifications. This allows me to determine at-a-glance what is both “urgent and important” and save the rest to batch later. As long as everyone’s expectations are clear, these simple takeaways can greatly help client-facing individuals stay productive. One way to put this is: “sorry if I don’t respond immediately, it’s to help serve you and other clients better.” You can’t really argue with that, can you?

The free software problem

Rachel mentioned a story about a college professor who, to paraphrase, said that “we kids have no right to complain about all the websites we use (Google Mail, Facebook) because they’re giving everything to us for free”.

Well sure, in the traditional economic sense, they are providing a lot for no monetary exchange. But that’s the whole premise of Chris Anderson’s book: Free: The Future of a Radical Price. There are third-parties involved: advertisers being the most obvious one, that are actually providing the monetary exchange. We’ve had this economic model in place for quite a while, a la broadcast television.

Attention economy

Does that mean we have no right to complain, request new features, or demand some level of service? I think we do. Without the collective network of millions, Facebook would not exist. We are the customers because we’re paying with a different (and arguably, more sparse) currency: attention.

While email and social networks are part of most peoples’ lives, nothing scares me more than online banking and financial services. Which is why Mint.com and Intuit scare me. If I file my taxes online for free with TurboTax, is there really any guarantee it will work like it should? The penalties here are a bit greater than if I can’t ‘poke’ my friends for a day or two on Facebook. What if I spend hours each month tracking my finances and Mint suddenly loses all that data? It’s happened. Do I have any right to demand satisfaction? The way I’ve received (no) support from Mint, the answer may appear to be no. But, the way more successful companies (Facebook, Google) have handled themselves, I’d say demonstrably yes. They understand I am a “paying” customer and need to be treated as such.

Open source software

Now, what if a WordPress plugin developer releases their feature to the world for free. Do they have to follow-up with every email question? How could one person be expected donate both their time in the form of a plugin and in the form of support to thousands of individuals? The latter does not scale and, more importantly, your usage did not contribute to any economic model I can perceive. Open source software is largely reputation based. Yet somehow people expect, nay, demand customer satisfaction. I see it every day.

Companies based on free services like Facebook and Google exist to make money and users are their customers. Individuals releasing free software like plugin developers exist to help grow a community and better an existing product. Somehow this subtle difference is not clear to the average user.

As software and web services become more fundamental and part of our lives, the truism of “getting what you paid for” becomes less obvious; people expect more for less. Unfortunately, there are externalities that bleed into other unrelated areas of the internet. Interestingly enough, the professor was wrong while, at the same time, entirely right.

How to create a web design proposal

The folks over at 37signals have put out a request for firms to apply to redesign their blog. This is a simple request with everything I need to evaluate the project: budget, timeline, scope, deliverable, and expectations. All of this is brilliantly captured within 324 words. Every day I wade through 30-slide PowerPoints and 12-page RFPs I truly wish more people were this straightforward. Frankly, in my experience, some of the simplest project requests work out the best.

Are Yelp check-ins a conflict of interest?

The concept of “checking in” to a location using a web-based service is not new. Brightkite, Foursquare, and Gowalla have all been doing this for quite some time. But ever since Yelp has joined the fray, I can’t help but feel awkward about it.

We’ve now added the ability for yelpers to “Check-in” to businesses. Active users of this feature may receive “Regular” status of highly-frequented businesses.

This sounds great on the surface. Users who are already visiting restaurants and businesses simply indiciate that they’ve physically visited the location. It becomes fun and almost a game, much like Foursquare or Gowalla, to be one of the top patrons (Mayor or Top 10, respectively) or one of the most active users amongst your friends (Leaderboard).

But I feel this is where it gets sticky (emphasis mine):

Yelp is all about community – we have never put emphasis on any one voice or opinion. In line with that philosophy, we opted to highlight a group of people who frequent a business as opposed to just one person. “Regular” status can be achieved by frequent patronage – or checking in – of a business. This title will show up on a user’s profile, next to reviews and tips and on the business page in the iPhone app, as well as eventually on that business listing on Yelp.com. The Regular with the most Check-ins will not only be featured on that business page, but get to wear the golden badge of honor. The moniker can also be lost if patronage wanes, so Regulars must visit a business often to keep it.

Sure, the check-ins and ‘Regular’ badges are, again, a fun “lightweight” way to interact with Yelp. But, those who do check-in regularly and provide favorable ratings seem to confuse the impartiality of a review. You’re not going to be a “Regular” at your 1-star venues are you? No, so this will become a form of rating inflating (as ‘Regulars’ are likely visiting their top-rated establishments).

I understand that someone who visits the coffee shop three times may have a more well-rounded perspective of the businesses service, food, and experience (compared to someone who had one awesome or one terrible experience). But, along the lines of Foursquare, which offers “Mayor Specials“, its arguable that frequent visitors (or Regulars) may be given preferred treatment. Perhaps not explicitly, but in the way that you start to get to know the guy behind the counter on your fourth visit. Or perhaps you really get to know the bartender… but maybe not the bar? What happens to your “Real Reviews” then, Yelp?

Sure, the individuals who are ‘Regulars’ are not a secret. They are clearly indicated and you can take their reviews with a grain of salt. And sure, before, these people would have received the same treatment and written the same reviews. But, now there is more incentive to visit regularly and write reviews.

So what about when Yelp starts mixing in the Sales & Special Offers variable? If I only visited a bar because I was getting a free drink, does that change my overall expectations and, ultimately, my review? Deals for “Regulars” is certainly something to stay away from.

I don’t know, maybe this is not a major concern to Yelp. But having chatted with Alex, I’m sure I’m not alone in wondering about this. There is arguably some potential for conflicts of interest in the form of preferable treatment and new incentive to visit regularly and write (impartial?) more reviews.

Seeking success via celebrity

The American culture has become ever noticeably celebrity-centric. Ever since California elected itself a Republican Governor it’s become very obvious to me: no matter how bad the last guy did, how does the most liberal state in the union do that? For one, Schwarzenegger is recognizable and, through his acting and body-building days, a celebrity.

Celebrities are now the focus of our media coverage. Sarah Palin, though previously a politician (and hopefully will remain that way), will always be more qualified to be labeled a celebrity: someone famously recognized in society or culture. It’s even more clear that she’s a celebrity first and foremost as she just joined Fox News as a contributor. People suspect it’s a good move as she can easily reach her target audience (Republican voters) and, thus, use it towards a next political move.

American Idol captured more votes in 2008 than the presidential election.

Celebrities and politicians will always be a gray zone (which is which), but we’ve also seen a tremendous uptick in the number of celebrity-based reality TV shows (not to mention reality TV shows, in general). People are competing to get onto television. Whether it be to demonstrate how terribly overweight they are, how well they can sing and perform, or how beautiful they can look while eating bark, these people are looking to ultimately achieve success (money, influence) through celebrity (attention, recognizability).

For many, achieving a certain level of social status and recognizability has become the definition of success (remember the balloon boy hoax). I was growing up in middle school, one of the most popularity-driven times in a school-goer’s life, as Survivor and Big Brother paved the way for reality television. Success purely meant fame in school, not grades; you were teased for doing well. So, it was justified, not refuted, by the media and adults in our society: popularity is what matters. We follow Brad and Angelina, our kids will follow Miley and Tisdale.

The internet is the same way

Taking a big leap, Charlie Hoehn and I were talking about how the metaphor is obviously applied to the internet, social media, and many startups. Take Twitter, for example, the popular online service where individuals provide banal personal responses and updates to answer “Whats happening?” Ashton Kutcher and a slew of celebrities caught on quickly: Twitter is a great, light-weight, medium for one-way communication to many people that are already interested in what you’re doing:

“The most popular guy on Twitter is a move star. New media smells a lot like old media.” -Dave Wiskus

Celebrities and already-established brands have done very well on Twitter, which in turn, has done very well for Twitter. It’s popularity has sky-rocketed in the last year and attracted international attention. So, why does every person, brand, and upstart feel compelled to get on Twitter? They equate celebrity (follower count) with success (money, influence). Unfortunately this is entirely flawed and Ramit Sethi can explain why much better than I.

“A lot of businesses focus on Twitter followers because it’s a simple number that makes you feel good. Unfortunately it’s also largely meaningless for $” -Ramit Sethi

Follow Ramit on Twitter, I’m sure he or Charlie would love to tell you more about why celebrity (followers) and success (money, influence) on Twitter are rarely related.

Startups need to be celebrities

The traditional internet startup is typically consumer-oriented and sexy. They have to be in order to attract attention: clients, users, mentors, investors, partners, vendors, etc. This country (Silicon Valley, Boulder, New York) is full of startups and they’re all competing for celebrity (attention, recognizability) in order to achieve success (money, influence).

Internet startups can certainly be compelling and useful, but many aren’t. Instead, they’re interesting and fun to watch: thus, TechCrunch and TechMeme. Digg is the perfect example of a celebrity-driven “success”. A lot of money has been thrown at popular startups in anticipation for future success. But rarely do we see it. Instead, we just see more “celebrity” (rise in popularity, more users, more media coverage, etc.) and eventually equate that to “success.” Does digg make money? Does twitter? Heck, does Facebook? Arguably… not justifiably enough. They have a ton of users, attention, goodwill, and other people’s (investors’) money, but I don’t yet see the business behind them (hint: prove me wrong).

Which means, that anyone who wants to gain attention and influence in this arena (internet, startups) has to work to be equally as popular and just as much a celebrity as the companies themselves. No offense, but look at Andrew Hyde and Robert Scoble. Both are smart guys, well achieved, great to chat with, and fairly down-to-earth. But, I’ve already forgotten why they’re a “household” name, what propelled them to where they are now, and frankly, if they are or are not “successful.” All I know is their name, their twitter handle, and that I should pay attention to them. If I’m struggling to understand this (and I’ve talked to both of them personally), then can you imagine what this ecosystem looks like from an outsider or newcomer’s perspective? Frankly, it looks like yet another celebrity-driven culture.

I don’t fully understand the reasoning, but it seems people want to become a “success” (money, influence). When, in reality, I think they mean to achieve that via “celebrity” (attention, recognizability). I’m not suggesting the two concepts are mutually exclusive. Though, I am suggesting that it’s not as simple nor long-lasting to try and achieve one via the other.

Update: Mike Davidson has posted a great article in which he poses that celebrity bloggers and pundits are little more than know-it-alls who generate a lot of noise (and not much signal).

Recent graduates: how to find work you love

My friend Charlie Hoehn just released a free ebook: Recession-Proof Graduate and it encompasses a lot of ideals that I’ve learned over the last few years.

Rethinking the typical “job hunt”

Charlie has done a great job capturing a lot of the secrets to finding meaningful work out of college. They include:

  • Steer clear of the beaten path: don’t send resumes everywhere, don’t do what you think you should do. Go find the people and companies you want to work with. Do this even before you graduate from college.
  • Offer to do a project for free: it’s a scary notion, but doing a side project before working for someone is far better than sending a resume and interviewing with them. This is how you set yourself apart, learn along the way, and do things on your terms.
  • Forget about the money: expecting to earn a big salary out-of-the-gate is a silly way to filter the world around you. Be realistic and realize you don’t get a “trophy just for showing up.”

Is free work a good idea?

I want to expand on Charlie’s point about performing free work. From both the employee and employers perspectives (I’ve been on both sides) free work can be beneficial to everyone:

  1. The individual finds something to do. You pick what you want to do, you learn as you go, make mistakes, have more flexibility, take more risks. This is ideal for the self-starters, self-motivated individuals looking for great opportunities (ie: you create them).
  2. The company can learn about you. From my few experiences, it’s becoming clearer that interviews are mostly wasteful and hardly indicative of how a prospect will perform. But, if you someone offered to do work upfront, I’m at no loss, I can become comfortable with your results, and I can bring you on to do many more excellent projects. Note: this is not solicited spec work.

Useful advice for graduates

Charlie then dives into some great advice on how to create the lifestyle and find the work that you want (not the job that everyone else is aiming for). To paraphrase Tim Ferriss: it’s lonely at the top, aim high because the rest of the world is competing for mediocrity. Sidestep the familiar routes and try some of these different approaches:

  • Find the people and companies you want to work with, not the ones that match your college degree
  • Start to define your desired lifestyle and aim for jobs that are aligned with it
  • Cut your losses and realize everything up to now is a sunk cost, stop basing future decisions on your previously invested time
  • Go learn something and bring some real skills to the table (not ‘Microsoft Office’ and ‘Communication’ skills)

This is exactly what I did

I’ve been on both sides of the fence and Charlie is spot-on with this book. I went through college trying new opportunities, working remotely on fun projects like helping organize a conference, I even met with David Cohen to talk about TechStars. But, I watched what everyone else around me was doing and I left college with a job lined up at a Big 4 accounting firm (the job matched my degree). I wrote about my lessons as soon as I left to go work for Crowd Favorite and haven’t looked back.

I recommend you check out Recession-Proof Graduate and subscribe to Charlie’s blog.

PS: Charlie asked me to contribute to the book so I wrote about building momentum through your online presence. Find me on page 22.