Author Archive

Iran 2.0: Thirty Years of Social Media Revoutionaries

June 18th, 2009, by Peter Hirshberg | located in Conversations | Comments off | trackback



Before the Social Media Revolution, before Twitter, before blogging, before even the internet itself there was the Iranian Revolution.

Wills  In 1979  Ayatollah Ruhollah Khomeini  was able to mobilize his supporters and fire the Islamic shot heard round the world with the subversive, emergent media of the day--- cassette tapes and the telephone. The Shah may have had complete control over mainstream media, but nobody was in charge of all the cassette machines that copied Khomeini's  message of Islamic fundamentalism  from France to Iran  and ultimately into mosques across the country. So there is some irony that the revolutionaries of that era who now run the place are cast as today's  reactionaries,  on the receiving end of uncontrollable social media which relentlessly and inevitably are spreading the word, despite the state's  desperate effort  write  history in its image and control the message. Honestly, Stalin would have been just as annoyed at Twitter and would have dispatched the KGB to shoot up the internet.

Back in the day the United States was on the wrong side of history as we watched the Shah's power crumble and then endured revolutionaries occupying our embassy and holding Americans  hostage. Today things are flipped as the Iranians are outraged at a regime backed by Fundamentalists Gone Wild.  Or to quote the 1968  Chicago Yippies who were the media influence for the 1979 Iranian radicals,  "the whole world is watching" as the credibility of the Iranian state and its elections  are challenged. Which raises a tempting question: are the forces that led to Islamic fundamentalism in the first place now about to self-organize once again and begin to lead to its undoing? After all, the first great manifestation of the Fundamentalist Islamic state was Iran 30 years ago. Al Queda and the Taliban simply open-sourced the Khomeini idea and extended it.   The greatest challenge to fundamentalist  Islam ever seen is being witnessed  right now, in Iran as its people question the legitimacy of their  ruling regime.

Well, almost. After 9/11 the USA mounted he greatest, most intense challenge to Islamic fundimentlaism ever. But that took untold billions of dollars, thousands of lives and ultimately ended up picking a fight with a non-fundamentalist regime that wasn't responsible  for 9/11 in the first place. Which  hurt us at home, hurt us in the eyes of many people of the Middle East, and will take us years to clean up. One could argue that what  has been accomplished in the name  of self determination , freedom and the power of democracy  in the last 100 hours by the thoroughly  pissed-off  and energized people of Iran is more leveraged, sustainable  and likely to spread virally that the efforts of the  USA over the past 100 months in its endeavor to bring democracy to Iraq by force. This is not to diminish the  valiant effort of our armed forces or our diplomatic successes.  But it does point out that the top down, were gonna impose it approach we took is incredibly  expensive  and has a lot of annoying side effects that you don't have to worry about in bottoms-up people led movement. Many a CEO might note that top down imposed change in a corporation is a lot tougher to make stick effectively  than engendering a bottoms-up movement among employees. This seems to be part of the fundamental grammar of the distribution media of our day.

President Ahmadinejad would like the world to believe that the forces opposing him are so much American  and western hooligan meddling (Has any state that blamed hooliganism for its woes ever been anything other than a bad joke?)  Its true that we Americans are  contributing  to the Iranian proto-revolution, but not in the state led manner that Ahmadinejad imagines.  His problems stem from the modern version of the cassette tape. A set of thoroughly western,  nee  American, nee practically Northern Californian innovations: Twitter, the blogosphere and the Internet. There is a certain symmetry that the very nation that ushered in the Islamic revolution a generation ago with bits of subversive  western technology  may be returning to their playbook to remake themselves today. So, viva la revolution! Viva open media! And viva the first mass self-determination movement made possible by APIs! ( Okay,  Obama used a lot of these techniques last year. But he had the advantage of operating on the home turf of a great  Democracy. So watching all this play out in Iran is particularly stunning. )

Outsourcing Fabuluous: The Personal Brand Assistant

April 30th, 2009, by Peter Hirshberg | located in Conversations | Comments off | trackback

New I've been part of an email thread at Monitor Talent about "Personal Brand Assistants," a term I never heard of until today.  Think folks who might help you manage your online presence. At first I thought, "How absurd." But this was a serious thread that demanded a serious response.

So I decided to write a  job description. Which I posted on Craig's list. It was flagged and removed as fast as you can say, "Whoa, that's not in our terms of service."

I can't believe Craig is killing new job opportunities at this moment in history. (And I'm not even gonna make the cheap  Craig's List joke that comes to mind...)   So for an economy that sorely needs new jobs, here is the  newest of all:



Personal Brand Assistant

Can you help make this brand fabulous?



Wanted: someone with the unique talents and drive to help build one of the most important brands of all, me. The brief:  in order to be me,  to do a really good job of being me, I need to twit, blog, respond, post pictures and engage with the market 27 hours a day. You see the problem. In the age of television being me was a relatively mindless thing to do. No longer. And that's where you come in. Now that I realize that I'm a brand, the matter of brand development, Search Engine Optimization, beating the competition, and looming large in the loomisphere has become of utmost importance. As a Personal Brand Assistant you'll be a key contributor to the team that is the digital me. You'll report  on parties and post  embarrassing photos.  Respond to events in technology and media in real time while minting status updates in Facebook.  You'll make my twitter followers feel special,  because they are special. You'll help insure that my 2,100 facebook friends have a friend. One that cares. Listens. Is authentic.



And because authenticity is so important in this era of social media, you'll receive ongoing training on the finer points of being me. Training that will serve you well for the rest of your life, even offline. Whatever that is.



You'll work in programming, content development and partnerships helping to insure that I not only don't forget to eat breakfast, but that I remain relevant to today's audiences and delight sponsors. Over time, you'll drive strategy monitoring the blogosphere 24/7, refreshing and refining the brand to meet the changing tastes and requirements of my followers.



Is this necessary you ask? As necessary as the air we breathe. Vital for our species development. A couple million years ago humans didn't even exist. All we had was Homo Erectus. He walked, but didn't friend. A half million years ago humans were born: Homo Sapien, man the wise. Just like your parents. Today we, you, I are beyond that. Today we are all individual brands, connected, in need of brand management and ongoing global engagement. Homo Brandus, man the brand. Only we're evolving so quickly we can't quite do it alone. Which is why I look forward to interviewing you as my personal brand assistant.

100 Days: FDR’s thank-you letters to Congress for the New Deal leglislation

April 29th, 2009, by Peter Hirshberg | located in Conversations | Comments off | trackback

Much has been made of FDR's and Obama's first hundred days in office. It was Roosevelt who popularized the hundred day milestone: it marked the passage of the initial New Deal legislation and the conclusion of the special session of Congress that accomplished all that. One thing Roosevelt got that Obama didn't was broad bipartisan support. Obama aimed for that goal. Instead the left is leftier and the right plays to its base more than ever. 

Here is an fascinating piece of history that illuminates the Roosevelt administration at the same moment in its history: FDR's twin thank-you letters to congress upon completion of the 100-days legislative initiative. FDR was inaugurated on March 4th, so his hundred days occurred in June. 

FdrLS 

On June 15th he sent these letters to Congress as it completed its special session: the document (above) which  Speaker Henry R. Rainey  read to the special session, and a brief handwritten note to the speaker asking him to thank the congress.

FDR writes:

Before the adjournment of the Special Session, I want to convey to you and the members of the House of Representatives, and expression of my thanks for making possible, on the broad average, a more sincere and more whole hearted cooperation between the Legislative and the Executive branches of the United States Government than has been witnessed by the American people in many a long year.



This spirit of team-work has in most cases transcended party lines. It has taken cognizance of a crisis in the affairs of our nation and of the world. It has grasped the need for a new approach to our problems both new and old. It has proved that our form of government can rise to an emergency and carry through a broad program in record time.

My grandfather, Modie Spiegel, was an avid collector of American historical letters and acquired these in the 1960s. I was a tot back then, but even as a kid I realized this was pretty cool historic stuff. And history it was until history began repeating itself. Suddenly we found ourselves in uncomfortably similar circumstances with a similar need for extraordinary leadership.  FDR's words went from  a piece of history to timely --- and a playbook to learn from. My friend (and grade school classmate!) Jonathan Alter at Newsweek  has chronicled FDR's leadership efforts as he came to office. He points out that only three Presidents in our history accomplished so much in so little time: FDR, LBJ and Obam.  Alter writes:

"Crisis leadership is, above all, about restoring confidence. Just as FDR got the country believing again in capitalism and democracy, Obama is so far making good on his pledge to navigate in a new direction. The people are responding. From January to April, the percentage of Americans saying the country is on the "right track" went up 23 points under Obama." 

And, one could add, Obama is connecting with the American people despite a legislative environment more polarized than ever. Roosevelt pulled off his hundred days with a 72% Democratic Congress. Obama has only 60%. Its a testament to the Presdient's leadership and to the strengths of our system that   Obama can claim,  as Roosevelt wrote 76 years ago, "That our form of government can rise to an emergency and carry through a broad program in record time..." 

FdrALS

The Company as Wiki: A Conversation with Best Buy CEO Brad Anderson

November 6th, 2008, by Peter Hirshberg | located in Conversations | Comments off | trackback

At the Google Zeitgeist conference this September I interviewed Best Buy CEO Brad Anderson about his efforts to accelerate the company’s growth strategies through the use of social media. We often think of social networks, wikis and the like as impacting only  marketing or the media, but Best Buy is a great example of how they can fundamentally transform the enterprise and the art of management. And in so doing unleash new productivity, creativity and a smarter customer experience. I think Best Buy is a leading indicator what businesses will start to look like in the near future, which is why I found  Anderson's insights so relevant.

I’ve been fortunate to have a front row seat to many of these developments: our company, The Conversation Group, has worked closely with Best Buy’s VP of Internet Strategy Michele Azar over the last year on implementing some of these changes and fostering an open, collaborative approach to partners, employees, customers and developers. The talk with Brad opened with a short video highlighting much of what Best Buy has been up to: click on the player below to view my entire conversation with Brad Anderson, starting with “the company as Wiki.”

 


Best Buy CEO Brad Anderson in conversation with Peter Hirshberg at Google Zeitgeist from peter hirshberg on Vimeo.

 

I first asked Anderson  how a company that grew up in the distribution and product availability world came to adopt social networks, predictive markets, and an open approach to innovation and cooperation. Traditionally, we associate companies like this with classic top-down management approaches. Brad points out that as their business challenge shifted from simply distributing product to insuring customer delight under countless usage scenarios, only a method that tapped the wisdom of everybody made sense.

click here to view

Flips The Role Of Leadership

Next we discussed the impact all this had on traditional management and managers. Brad told me that it “absolutely flips the role leadership” since great ideas often come from the edge, not the brass. And, all this “ can be murder on middle management” 

click here for Brad's comments

The Perfect Storm

One reason Best Buy provides insight into management to come is the perfect storm of a workforce and business challenge faced by Best Buy.  The company has 170,000 employees, most of them of the under 30 net-generation that grew up with collaborative technology. They go to work every day solving technology problems for customers, where they are all potential experts. In retail, Brad told me, “You are exactly as motivated to deliver service as you feel like you are engaged in the work… so if you can create your job, you’re a lot better off!”

click here for Brad's comments

Marketplaces

Next we discussed some specific projects:  the “Loop Marketplace” which replaces the suggestion box with a market where employees can submit and share ideas…and often get them funded. And a prediction market (like a stock market simulation) that was dead-on in predicating Christmas sales because, “It reveals insights in the system that aren’t captured by the hierarchy.”

click here for this part of the conversation

Blue Shirt Nation: The Best Buy Social Network  

Here we discuss Blue Shirt Nation…the employee social network which was build by Steve Bendt and Gary Koelling in the advertising department to garner customer insight from employees. But from the moment it was turned on it was clear that employees would call the shots on this system and define how it would  be used.

Click here for brad's comments

Self Organizing Work

One of the most dramatic examples of using a social network like Blue Shirt Nation to surface employee talents and enthusiasm is the case of The Employee Tooklit. When the IT system that employees used in store was getting tired and old, six employees (who turned out to be very talented computer geeks and coders) came to corporate and rewrote the system themselves in six week for a couple hundred thousand dollars (spent on pizza, coke, and hotel rooms.) All to the astonishment of the company’s IT consultant who said the project should cost $6,000,000 and take the better part of a year. Talk about unearthing hidden talent and  creating new career paths for your employees!

Chick here as Brad discusses the Employee Toolkit 

Brad talks about the fact that when you start using social technology to connect employees, everyone  become a lot more aware of each individuals talents and stories. And this can lead to a lot more productivity and creativity. This has become something of a mantra  at the company, under the mantle of I Am Best Buy. This thinking is beginning to affect strategy company wide. For example, this year's Holiday TV campaign is all about the highlighting the individual stories of Best Buy employees. It was shot by documentary film maker Errol Morris and blogged about here by Best Buy CMO Barry Judge. This is a direct example of how the "Company as Wiki" thinking is impacting the company's brand. By making the brand a lot more about people, it opens up up  avenues for more social marketing in the future. 

This theme of using the social network to tap unexpected employee talents shows up repeatedly. When employee participation in the company’s 401k plan was sub par, it was the employees themselves who took on the problem in a way that an HR department never could.

Click here for the  the Case of The 410k Program

This has all lead to half the employee turnover Best Buy used to experience, and its also highlighted the importance  of culture and values in management. In the days of top-down command and control, you could get away with telling employees what to do via procedures. When so many employees are collaborating, creating content, and inventing things only a shared culture to can deliver aligned behavior. Now, corporate values serve as boundaries and management tools the way process used to.

Brad's observations here

Mobile and The Customer Experience

The same activities that are being used internally, are now driving external customer experience, growth, and revenue generating activities. Best Buy employee Ben Hedrington articulates how the company's mobile strategy might evolve, and Brad comments on why Best Buy is increasingly in the customer experience business. 

View the conversation here

Brad observed that while Best Buy is just at the beginning of deploying systems that tap the networked wisdom of its people, this is clearly one of the most powerful growth strategies he's ever encountered. The collective knowledge of customers, suppliers, and employees can lead to both a more informed customer support and relationship experience, as well as a better retail experience. The company initially grew by opening several thousand stores. Now there is the opportunity to open thousands of virtual stores, tapping the experiences, networks, and insights of its many people.

My question to Brad here

As we wrapped up, I showed brad a clip an employee at the Best Buy call center as she used Twitter to monitor the lousy experience a customer was having at a competitor, and how Best Buy intervened. Brad talks about the future and about how much more fun and productive enterprises will become as they move from top down, command and control to actually tapping the capabilities and networks of employees and customers. 

Watch here

In spending time with Best Buy over the last year, its been interesting to watch how consciously they've been wrestling with the meaning and impact of collaborative technologies. They've realized that the best ideas bubble up, emergently.So management doesn't dictate what's gonna work, it has to listen for it. And then nurture it. There is also a darwinian aspect to all this: Best Buy has allowed for a large number of experiments to happen and then resources the ones that work. Not quite ever having enough resources forces collaboration between the various teams working on projects as they need to come together in a broader strategy. And the CEO himself has been recognizing and highlighting this success, which creates a culture if innovation even in a company facing the incredible challenges of today's retail environment.


 


Its the Plumbers, Stupid.

November 5th, 2008, by Peter Hirshberg | located in Conversations | Comments off | trackback

Plumb Richard Nixon was ultimately done in by the White House Plumbers who botched an operation during his reelection campaign and got him thrown out of office. For McCain, it was simpler. It took only one unreliable plumber to help McCain botch Ohio and ultimately the election. Proving again that American presidential politics is never kind phony plumbers. And that in both cases the winner was America herself, which despite it all, has a nose for talent. And, evidently, knows phonies.