Paul Wallbank | Paul Wallbank - Communications Professional

Posting without permissions

Facebook’s groups feature can be dangerous if you don’t check before adding people.

A client of mine once had a angry worker scream at him when she found out he’d posted photographs of all his staff on the company’s website.

“My ex is a psycho, he doesn’t know where I live or work. If he finds this, he might come around here and kill us all,” she cried.

The photos went down immediately and Kevin made sure he got explicit consent before he posted any details of his staff onto the website.

It was a valuable lesson on why you shouldn’t just post people’s details online without first asking them. We all have reasons why we’d like to keep certain facts out of the public light.

A Texan gay choir’s organiser posting the details of members onto Facebook is another reminder of why it’s a bad idea to put someone else’s details online without asking them first.

For two members of the Queer Chorus at the University of Texas, having their sexual orientation pasted on their Facebook feeds caused terrible damage with their families and it should serve as lesson to every manager, business owner or community group leader that this stuff matters.

One of the worrying features with Facebook is how other people can add you to groups without your permission – almost certainly a recipe for misunderstanding and mischief.

What’s even more unforgivable with Facebook’s conduct is the privacy settings for those groups overrides an individual’s own privacy settings.

As one of the victims said in the Wall Street Journal of when his father saw the status update, “I have him hidden from my updates, but he saw this,” she said. “He saw it.”

So even though both the individuals had chosen to lock their profiles away from public view, Facebook and the organiser of the group decided they knew better.

We shouldn’t let the administrator of the Facebook off the hook on this lapse, Christopher Acosta decided to make the group open and public. “I was so gung-ho about the chorus being unashamedly loud and proud,” he’s quoted as saying.

That’s nice when you have a tolerant family and you’re from a liberal community but for others that ‘transparency’ can lead to damaging family relations for years, if not lifetimes. In some communities the consequences could be far worse.

“I do take some responsibility,” says Mr Acosta. Which is a nice way of accepting you might have screwed somebody’s life up by doing something you didn’t understand.

Ultimately responsibility lies with the person who presses the button which causes the email or status post to be published. In this case Christopher Acosta was responsible.

To be fair to Mr Acosta, the ability to add people to Facebook groups without their permission is a deeply flawed as are those groups’ setting overriding an individual’s privacy preferences.

Facebook have to understand there are real life consequences to ‘transparency’ which can ruin careers and even cost the lives of people. The damage to families and communities can be immense.

Coming from a secure upper middle class white background, Mark Zuckerberg probably doesn’t quite understand the risks his company’s policies pose to people in vulnerable situations, hopefully some of his older and wiser advisers will explain why ‘transparency’ and ‘openness’ are not always a good idea.

Robert Kiyosaki and the end of the debt era

A finance gurus bankruptcy heralds the end of the speculative era

Financial guru Robert Kiyosaki’s company going into bankruptcy last week marks the fitting end of the late 20th Century’s debt binge.

The book which propelled Kiyosaki to the best seller list, Rich Dad, Poor Dad was the bible of the flipper generation – much of the advice revolved around the tactic of putting as little money as possible down on an appreciating appreciating asset and sell for more than you owe the bank.

Advice like this was perfect for era of easy credit and cheap money and many of those who followed Kiyosaki’s advice, and that of many other get rich gurus, made money during the 80s, 90s and early 2000s.

In 2008 that party stopped and despite record low rates it’s become much harder to make money through speculation and the few who do are only doing so because of government intervention, which in itself is ironic given many of these people are quick to spout Ayn Rand, free market beliefs.

Kiyosaki’s company’s bankruptcy, while not directly due to failed property speculation, marks the end of an era. Hopefully it also marks an era where real investment and building productive businesses are the keys to wealth and fame.

Playing in the big boys’ sandpits

Businesses using social media, cloud computing and web 2.0 services need to be careful of being shutdown without notice.

The Cool Hunter is a site whose mission is to “select and celebrate what is beautiful and enduring from all that is sought-after in architecture, design, gadgets, lifestyle, urban living, fashion, travel and pop culture.”

In posting cool stuff they find on the web, Cool Hunter always runs the risk of copyright infringement complaints as people have the unfortunate habit of slapping images up onto the Internet without permission from the rights holders.

Last August Cool Hunter’s founder Bill Tikos found the site’s Facebook account had been wiped for ‘repeat copyright infringements’ without warning or recourse.

Anybody following this site won’t be surprised to read this – an exposed nipple can get you thrown off Facebook faster than you can say “New Yorker cartoon” or “it’s only a porcelain doll, for chrissake!” – so one can only imagine the paroxysms of rage that alleged copyright infringement sends Facebook’s puritan bureaucrats into.

It’s not just nipples at Facebook though, thousands of small traders have seen their accounts arbitrarily suspended on sites like eBay and PayPal.

Google too are quick to suspend businesses from their local and search services without warning or recourse. Usually business owners only notice they’ve been locked out when they log into their control panels only to find a terse message that their account has been suspended.

What usually follows is a Kafkaesque tale of trying to understand exactly what they’ve done wrong and how to get their accounts reinstated. In some cases the businesses get cryptic messages saying their accounts are still in breach while others get no response at all. In a few examples, the offending page goes back online only to be shut down again a few days later.

Rarely does someone in this situation find a calm, helpful voice to explain exactly what they have done wrong and how to fix it.

This hostile attitude is a result of the “hands off customer service” model of web 2.0 companies and it’s their biggest achilles heel as, paradoxically, customers and users take to social media to complain about bizarre and arbitrary account suspensions.

For some, like Cool Hunter, it’s a monumental pain and loss of a valuable platform while many of those small eBay and PayPal traders may have thousands of dollars tied up in suspended accounts they can’t access.

Unfortunately this uncertainty is the cost of doing business on social media sites and it’s one of the reasons why owning your own business website is essential.

When you choose to use one of these service, understand you’re playing in the big fat kid’s sandpit and you risk him throwing a tantrum and chucking your toys out of the playpen.

Simply put, don’t base your business on Facebook, don’t keep all your money in PayPal and always have a plan B.

Digital fish and chip wrappers

The Magazine is a brave experiment to break out of the churn of modern journalism.

Instapaper founder Marco Arment’s latest creation is The Magazine, an attempt to meld ‘medium length’ journalism with tech writing.

Instead of being a technology magazine, it’s about things that interest geeks. As Marco says of his new publication;

Rather than be limited to technology, its topics appeal to people who love technology.

The Magazine is one of the many experiments to figure out how to make journalism pay now the model of reportage pigging backing on the advertising ‘rivers of gold’ is over.

Marco goes through the rationale behind the project in his forward to the first edition, where he lays out what The Magazine offers and what it doesn’t. The basic philosophy is to have a clean interface just like Instapaper, no advertising and no video.

That’s a brave call which makes The Magazine reliant on subscription income, as is tying the project’s revenues to those of Apple’s Newstand distribution channel for e-magazines as it holds the publication hostage to one of the Internet’s empires.

What stands out to a lot of us in the tech media is the ambition to change the medium. Matthew Panzarino writing in The Next Web makes the point;

The focus on the ‘macro’ vs. the ‘micro’, on articles of lasting value and subject matter, rather than the fleeting ephemera of the tech carousel. I write between 5 and 9 articles a day on average, and many of them have a half-life of a few hours unless someone goes searching for a very specific topic at some point in the future. That’s the nature of the beast when it comes to covering the rapidly moving world of tech, but a periodical needs to operate differently, to work outside of that narrow envelope, if it’s going to work.

Nine articles a day is hard work and it’s questionable that anyone reads these pieces closely or really cares about them. It’s all grist to the new media mill which values quantity over quality, preferably with SEO friendly keywords.

This ‘content’ is the modern day digital fish wrapping of the 24 hour Internet cycle. Most of this posts could be easily replaced just by publishing the vendor’s media releases many of the stories are based upon.

While it would be tempting to say this is a problem with online tech journalism, it’s a problem across the media which is made worse by syndicating content or just getting digital sharecroppers to donate their time and work.

Prior to modern food handling rules British fish and chip were wrapped in yesterday’s newspapers, hence the saying “today’s news wraps tomorrow’s fish.” It was a saying intended to imbue journalists with a sense of humility about their trade. It didn’t always work.

Today, we’re churning out the modern digital equivalent to a largely disinterested audience. The Magazine is an attempt to do something better.

Regardless of whether Marco is successful or not with his project we can do better than what we’re currently doing.

What are businesses thinking about?

The City of Sydney Business Awards recognised the best of the city’s commercial communities, but what’s going through the minds of the finalists?

Last night the Sydney Business Awards honoured the city’s best enterprises at a gala dinner where a whole group of great businesses were acknowledged for their great work.

The awards were the result of a three month process where the public voted on several hundred businesses to determine ten finalists in each category. The finalists were then evaluated by judges for each category. I judged the Online Business group.

The Events Agency who organized the awards today sent me a word cloud taken from the winners’ entry forms. This illustrates what the entrants were talking about in their submissions.

A wordcloud of the Sydney Business Awards winners entries — The word cloud of the Sydney Business Awards winners’ entries.

Staff is the biggest issue for businesses, followed by the two instances of ‘increase’ caused by one having a capital and the other not. If we combined the two instances ‘increase’ would probably be the biggest word.

Given training is one of the other big words we can see the real challenge is training up staff. Marketing and funding also figure prominently.

While basic and from a very narrow survey base, that word cloud gives us some ideas of what worries business owners and a base to start answering those challenges.

The word cloud also explains why education, training and industrial relations are such important issues to the business community which is something both politicians and the media should consider.

Overall the quality of the businesses entered into this year’s awards was terrific. In the online section I really struggled to separate the great finalists and there was very little between Appliances Online who won the category and the two runners up.

What’s also interesting is how many of the finalists in other categories had strong online presences, illustrating how the web is important for all businesses.

Congratulations to all the entrants and particularly Climate Friendly who not only won the main Business Award but also the Sustainability and Environmental awards. Glebe Medical Centre was the winner of the Small Business Award and the Healthcare and Fitness category.

For those who didn’t win this year, it’s worth entering next year as good businesses only get better with time. Hopefully we’ll see your business or vote next year.

A quick Christmas checklist for hospitality businesses

What should cafes, restaurants and hotels do to be found by holiday makers and tourists?

For listeners of my regular spot on ABC Riverland, here’s a quick checklist for regional business owners to make sure their online presence is ready for the Christmas holidays.

Prospective customers are using the web to find businesses and attractions, so taking advantage of the free listing services by the major search engines and directories is the first step.

Google Plus Local

The search engine giant’s local service gives a free business listing that feeds into their results and those of many GPS devices and social media services.

Fill in as many fields as possible, making sure you don’t forget opening hours and payment methods you accept.

You can also upload photos and menus to your Google Local listing, all of these will help you come up higher in the search engine results.

True Local

News Limited’s True Local offers a similar service to Google and this also feeds into various services along with the local news sites run by the newspaper chain.

Again, fill in as many fields as possible and make sure all your essential business details are listed.

Sensis

While the Yellow and White Pages may be dying, a free listing with their site will help come up on the various Telstra sites and companies that partner with them.

Review sites

Eatability, Yelp and Tripadvisor are all popular sites and applications used by customers to research accommodation and venues. You need to grab your listing and check what previous customers have said about you.

Social media

Along with having your own listing on Facebook, LinkedIn, Twitter and possibly sites like Pinterest; you should be doing regular searches to check what people are saying about you and your district.

One of the great things about social media is it’s a great market intelligence tool. For instance if there’s lots of people coming to your town to go fishing and there’s nobody catering for them, then this is an opportunity. Google Alerts can help you with this.

Your own website

Most important of all is your own website. Check that it works on smartphones and tablet computers, if necessary borrow a friend’s Android or Apple device and see what your site looks like on it.

When you review this with your web developer also check your keywords are working and make sure yourmeta-tagsall reflect what you have to offer your customers.

The Christmas-New Year rush is too important a period for hospitality business to miss out on customers. A few small thing might get you the visitors who might have kept on driving to the next town.

Every business is a cloud business

Cloud computing can present an unexpected set of problems for a business.

Every business is a cloud business claims Zach Nelson, the CEO of cloud Enterprise Resource Planning service Netsuite.

In Zach’s view every business should be using cloud computing services and at a lunch in Sydney he illustrated this with companies ranging from agribusiness Elders through to furniture and design store CoCo Republic.

A buzzword used by Zach and Netsuite is ‘omni-channel’ and this is something we’ve heard from local retailers in the past.

Interestingly Netsuite’s definition of omni-channel is more as a catch-all phrase than a definition. “There are so many channels, there are really no channels,” says Zach. “Omni-channel was the only word we could find.”

This doesn’t bode well for older retailers struggling with the idea of a website as part of their “omni-channel’ strategy, let alone tablets, smartphones or 85” smart TVs.

The problem also faces businesses adopting cloud computing platforms with the related trend of Bring Your Own Device being in itself is an “omni-channel” medium where an employee could be using anything from a smartphone with a 7″ touchscreen through to a fully equipped PC workstation with a 27″ cinema display.

How Netsuite deals with the plethora of channels is through responsive design strategy where their sites adapt to the various screen sizes their customers use. This is the opposite to the philosophy of building specific apps for each platform.

We’re seeing other cloud companies struggle with this problem as well, Mark Zuckerberg recently described focusing on the open HTML 5 standard over dedicated iOS and Android apps as one of Facebook’s biggest mistakes while Salesforce founder Marc Benioff used the recent Dreamforce conference to confirm his company’s commitment to the web despite releasing an iOS application.

Zach Nelson’s notion that every business is a cloud business is interesting and true, whenever business owners or managers say “no” asked it they use cloud computing they are genuinely shocked when its pointed out to them that almost every external internet service they use runs on the cloud.

Slowly we’re seeing this being accepted by the business community as show by diverse companies adopting services like Netsuite, Salesforce and Xero.

The big challenge for managers is in taking advantage of the processing power businesses find that cloud computing gives them.

Are you a worthy customer?

Some businesses aren’t worth worrying about as customers.

“Those companies are not going to be winners in the long term. We’re very happy to work with the fastest growing companies in the world; the companies who understand that people are core to who they are,” says Daniel Debow, Vice President of Salesforce’s Work.com at the recent Dreamforce conference.

Debow was talking about companies that aren’t interested in social software, or those who don’t have the infrastructure or management culture to implement changes which reflect the modern workplace.

When writing about social and cloud services one thing that jumps out is just how unprepared many businesses, big and small, are for changes that are happening in both the workplace and the market.

The story of Work.com reflects those changes – the idea behind Rypple and Work.com, which was born out of Salesforce’s 2011 acquisiton of Rypple, is that workplaces are inherently social.

“We spend as much more time with the people we work than with our families. It matters to us what our workmates think” says Daniel so Work.com gathers the social intelligence within the business to give people real time feedback on their performance.

The Rypple idea lies in the inadequacy of existing HR software and management practices. Daniel says, “today this model we have it’s totally not reflective of the reality of how people work; people are more connected, they’re collaborative, more realtime.”

This collaborative and realtime way of doing business challenges the structures in many businesses and the methods of a lot of managers. Many are ill-equipped to deal with a more open and transparent way of managing their teams.

In fact, software like work.com and its competitor Workday make some of those older style managers redundant, particularly those whose roles involve little more than box ticking and following the strictures of the company’s procedure manual as this can be done better by a computer program.

The problem for many organisations, both private and public, is they have become more focused on cossetting and protecting the box ticking bureaucrats of middle and upper management rather than delivering service to their customers and supporting their staff responsible for keeping clients happy.

Something that jumps out when you talk to entrepreneurs like Daniel Debow and others building new social and cloud companies is their lack of interest in selling to those organisations, their view is the old school companies are dinosaurs on the path to extinction.

Dinosaurs though lasted a lot longer than we often think and the same is true of the current generation of zombie companies being kept alive by government or investors too scared to book the losses which the failure of these enterprises would entail.

While those dinosaurs are going to be a drag on our economies for the next decade or two, the real opportunities – and rewarding work – is with those businesses who want to change and aren’t run for the administrative convenience of their managers.

The question for many business owners and managers is whether companies like Rypple or Workday could be bothered selling to you. If you’re not, it’s time to consider your exit strategy – or lobby your local politician for some subsidies.

Paul travelled to Dreamforce courtesy of Salesforce.com

Securing your online passwords

On ABC Sydney we look at how you can make your passwords move secure

Every Internet user has to struggle with the burden of passwords as we’re expected to remember dozens of log in details for various websites and computer networks.

As we’re seeing though, passwords aren’t that effective with universities and private companies being hacked on a regular basis. The problem is so bad banks are considering moving to fingerprints to replace PIN and password logins.

Even if passwords are going to become irrelevant as we move to biometric logins like fingerprints and iris scans they aren’t going away quickly, so how do we protect our important online accounts?

Use different passwords

One of the key ways to protect yourself is not to use the same passwords for every site. Some critical sites, like your online banking and email, need protecting with strong passwords while others like social media sites don’t require such tough security.

As we’ve seen with various security breaches, most notably the continual Sony hacks of 2011 and the deeply embarrassing Stratfor leaks, even the strongest passwords are useless if some dill leaves them on an unprotected server.

Use strong passwords

For the sites that matter, make sure the passwords are strong. You’ll find how to make memorable, easy to use and strong passwords on the Netsmarts site.

You don’t need to use strong passwords on every site, for some websites that require registration to access you might want to fall back on the much maligned password or 12345 for those publications.

Change default passwords

Most of the hacks on university and corporate networks happen because the default passwords on servers aren’t changed. This was also how News International workers broke into British mobile phone message banks. When you get a new phone or tablet computer, make sure you change the basic passwords that have come with the device and any associated service.

Update your systems

One of the biggest vulnerabilities for home and business computer systems is unpatched systems. Malicious websites, viruses and various tricks use known weaknesses in computer systems to bypass security measures. This applies to Apple Mac users as well.

Consider two factor authentication

Two factor authentication involves having double security, this could be a password linked to a SMS or a special one-off code. Services like Gmail offer this as do many corporate networks and banks.

Be careful linking social media services

A bigger risk than hackers is phishing where someone tricks you into giving away your password. This has become very common in hijacking social media accounts.

If you’ve linked various social media services together then one being compromised can mean bad guys have access to all of your accounts, so be cautious about what applications you allow to connect with your Facebook page or Twitter account.

For businesses

Cyber security is critical for business, it’s been estimated that one in six companies who’ve been compromised will fail as a result of the breach and a credit card lapse can be expensive as well as embarrassing.

The Australian government’s Defense Signals Directorate has an excellent guide to securing computer networks. The DSD’s research shows that just following four basic rules will prevent 85% of attacks.

We should also keep in mind no security system is perfect. Just as your car doors or home can be broken into by a determined thief, the same is also true with computer networks, a skilled operator with enough time and resources can beat even the toughest cyber security regime.

Apple’s 2am blues

Apple has a silly daylight savings bug.

Should a Sydneysider or Melbournite wanted to set their iPhone alarm to 2am or 2pm today they were plain out of luck.

It appears iOS6 no longer likes 2am or 2pm if your location is set to the parts of Australia that switched to summer daylight savings this morning.

While it’s understandable you can’t set your clock to 2am Sydney, Melbourne or Hobart time as the clocks jumped an hour you also can’t set it to 2pm.

Although if you already have a timer set, it still appears as 2am, or 2.30am in the case of my phone.

It’s just a dumb bug and switching to Brisbane time, or any other part of the world that didn’t go over to Australian daylight savings time this morning, fixes the problem.

Had I known about this yesterday I’d have turned on that 2.30am wake up call just to see what would happen. Then again, maybe not.

While it will undoubtedly fix itself tomorrow as the transition day passes, it’s pretty clumsy and embarrassing. Moreover it doesn’t bode well for Apple’s attention to detail in the post-jobs era.

UPDATE: As expected the bug has passed the following day — we have our 2 o’clock back although that such a silly bug could have slipped past Apple’s quality control is still a worry.

Walking the floor

Getting out of the office and seeing what your customers and staff are doing is a neglected management fundamental.

“He walks the site three times a day,” said awed contractors about a construction project manager – who we’ll call Rob – that I encountered as a cadet Engineer in the building industry. Getting out of his site office and seeing what was going on made sure dodgy contractors or inexperienced trainees like me couldn’t slow down his projects.

Slate Magazine’s story of how the Wendy’s hamburger chain changed the US fast food industry recalls how Rob would successfully run his projects and the importance of hands on management.

Jim Near was recruited as president by his friend and Wendy’s founder Dave Thomas to get the business on track after over-extending in the mid 1980s. Slate says of Jim’s hands-on management style;

Near liked to stalk through the dining areas of his stores examining people’s trays. If customers were leaving fries, he’d go harass the fryers: Were they serving the potatoes too hot? Too cold? Not using enough shortening? And he would sit in his car in the parking lot, surveilling the activity at the drive-thru window.

That obsession sounds like Steve Jobs and its no-coincidence; Jobs, Jim Near and Rob the project manager gave a damn about the product that was being delivered. Rather than sitting in an office obsessing over paperwork and meeting artificial KPIs, these effective leaders got out and saw what the realities were in their business.

Probably the best example of this “management by walking the floor” ethos was Bob Ansett who built up the Australian Budget Rent-A-Car business in the 1970s. Every senior manager was required to spend a couple of days a month working on one of Budget’s rental desk dealing with customers.

That policy forced Budget’s executives to understand the business, just as Jim Near was described as ““a ketchup-in-his-veins type of guy” through working at every level in the fast food industry.

One of the many conceits in modern management is the idea that everything – from building high rise towers, running car rental companies or operating a hamburger chain – is like selling soap. This philosophy ignores that every industry has its own characteristics and even selling soap has its own unique challenges in different markets.

It’s easy to think everything works as described in a 1980s business school textbook when you have artificially constructed KPIs and layers of managers to deflect responsibility.

Over the last quarter of the Twentieth Century we saw customer service become disdained in the Corporatist business culture which favours accountants and lawyers as managers who rely on marketing people and lobbyists to protect them from the reality that they aren’t really very good at running their companies.

Now that era has come to an end and the times now suit those who listen to customers and the marketplace. Walking the floor and paying attention to what the public are saying about us on new media are competitive advantages.

While the corporatists lobby their friends in government for subsidies and protection, entrepreneurs and genuine business builders like Dave Thomas, Jim Near, Steve Jobs and Bob Ansett have the opportunity to seize the markets that are being neglected.

There’s never been an excuse for not listening to the customer and today it’s more important than ever.