Facebook, watch this space


Someone’s tried to set up an account using an email from my domain. I’m now getting friend confirmations based on that account. Hmm, so what does Facebook help centre say on the matter?

I received an account creation email, but I’m already registered.
If you have received a Facebook account confirmation email in error, it’s likely that someone has mistakenly attempted to register using your email address. As long as you do not click the link contained in the email, no action will be taken, and no account will be created.

But here’s the weird part I also have an email confirmation saying ‘Hi…’ your account has been created, even though I didn’t click the create confirmation link (or whatever the tech boys & girls in the back office call this activation event;-)

So just to be on the safe side I clicked on the report link in the email confirmation for the new account. What did I get, but an error. Watch this space?

Sorry, an error has occurred.
We’re working on getting this fixed as soon as we can.

Proving social media ROI


Thinking about proving ROI for business inspired me to look at this great SlideShare on metrics for online communities:

This nicely shows the range of issues businesses should consider with social media implementation and ROI. But what’s the quick and easy version? I have uploaded this one slide which focuses just on the use of KPIs (key performance indicators) to track value. Obviously the results each need to be owned and actionable. Also I have just used two examples from the four Balanced Scorecard (BSC) perspectives, when you’d need to use all four.

So after deciding your business objectives, group them under the four BSC perspectives, trying to if possible allocate across all four:

1. ‘Financial’

How do we want our shareholders/trustees to see us?


2. ‘Customer’

How do we want our customers to see us?


3. Internal ‘Business processes’

What business processes must we excel at to satisfy our customers, shareholders/trustees?


4. Internal ‘Learning and growth’

How do we sustain our ability to change and improve?

Then set measures and targets against each, both quantitative and qualitative, with a regular review of results set up, and with ownership to enable actions against these to help improve under-performance for example.

This balanced approach to setting up a way of monitoring SME social media effectiveness is my recommendation for demonstrating ROI in the simplest way possible.

Systemantics and online communities


OK, it’s long list but it’s pretty useful when thinking of designing online communities for example! From John Gall. So as a planning tool how about thinking where your approach might fit into these. Good or bad!

1. The Primal Scenario or Basic Datum of Experience: Systems in general work poorly or not at all. (Complicated systems seldom exceed five percent efficiency.)
2. The Fundamental Theorem: New systems generate new problems.
3. The Law of Conservation of Anergy [sic]: The total amount of anergy in the universe is constant. (“Anergy” = ‘human energy’)
4. Laws of Growth: Systems tend to grow, and as they grow, they encroach.
5. The Generalized Uncertainty Principle: Systems display antics. (Complicated systems produce unexpected outcomes. The total behavior of large systems cannot be predicted.)
6. Le Chatelier’s Principle: Complex systems tend to oppose their own proper function. As systems grow in complexity, they tend to oppose their stated function.
7. Functionary’s Falsity: People in systems do not actually do what the system says they are doing.
8. The Operational Fallacy: The system itself does not actually do what it says it is doing.
9. The Fundamental Law of Administrative Workings (F.L.A.W.): Things are what they are reported to be. The real world is what it is reported to be. (That is, the system takes as given that things are as reported, regardless of the true state of affairs.)
10. Systems attract systems-people. (For every human system, there is a type of person adapted to thrive on it or in it.) [eg: watch out for contributors who dominate your community]
11. The bigger the system, the narrower and more specialized the interface with individuals.
12. A complex system cannot be “made” to work. It either works or it doesn’t.
13. A simple system, designed from scratch, sometimes works.
14. Some complex systems actually work.
15. A complex system that works is invariably found to have evolved from a simple system that works.
16. A complex system designed from scratch never works and cannot be patched up to make it work. You have to start over, beginning with a working simple system.
17. The Functional Indeterminacy Theorem (F.I.T.): In complex systems, malfunction and even total non-function may not be detectable for long periods, if ever.
18. The Newtonian Law of Systems Inertia: A system that performs a certain way will continue to operate in that way regardless of the need or of changed conditions.
19. Systems develop goals of their own the instant they come into being.
20. Intrasystem [sic] goals come first.
21. The Fundamental Failure-Mode Theorem (F.F.T.): Complex systems usually operate in failure mode.
22. A complex system can fail in an infinite number of ways. (If anything can go wrong, it will.) (See Murphy’s law.)
23. The mode of failure of a complex system cannot ordinarily be predicted from its structure.
24. The crucial variables are discovered by accident.
25. The larger the system, the greater the probability of unexpected failure.
26. “Success” or “Function” in any system may be failure in the larger or smaller systems to which the system is connected.
27. The Fail-Safe Theorem: When a Fail-Safe system fails, it fails by failing to fail safe.
28. Complex systems tend to produce complex responses (not solutions) to problems.
29. Great advances are not produced by systems designed to produce great advances.
30. The Vector Theory of Systems: Systems run better when designed to run downhill.
31. Loose systems last longer and work better. (Efficient systems are dangerous to themselves and to others.)
32. As systems grow in size, they tend to lose basic functions.
33. The larger the system, the less the variety in the product.
34. Control of a system is exercised by the element with the greatest variety of behavioral responses.
35. Colossal systems foster colossal errors.
36. Choose your systems with care.

Complexity Digest gets a new site


The new Complexity Digest website has the catchy new url: turing.iimas.unam.mx/~comdig. Please update your bookmarks!

Plus read my own choice of article ‘Plectics: The study of simplicity and complexity
Murray Gell-Mann, Santa Fe Institute, Santa Fe, USA/Europhysics News 33, 17-20 (2002).

BT credit card #fail


Using the boxes below, please specify whether you want to hear about these offers, and, if so, how you want contact to be made.
Please DON’T CONTACT ME with offers from:
MBNA and BT:


Please DO CONTACT ME with offers from:
MBNA and BT:

So what does that confusing set of choices mean please? To me that simply says “don’t apply”! Wonder if anyone else thinks that?!

What the Governor of the Bank of England said


Watching Mervyn King, Governor of the Bank of England speaking live at the Mansion House he said something to the effect that the church did weddings and funerals, and people ignored the sermons. He said the Bank of England did sermons and burials, fluffing the intended analogy. The BBC then reported that the Bank said it wanted the power to ensure its sermons were listened to. Did I get that wrong, but surely the slip of the tongue is indicative; that the underlying reality is that no one driven by profit really listens to the Bank of England? And who can blame them when King can’t even get the fundamental analogy right; surely the precision is important?

PS: The Chancellor said there were no simple solutions. Wrong, there are no easy solutions. Simple is part of complex. There therefore logically must be simple solutions.

Half of iPhone users access social networking from their mobile


There is no doubt that social networking has become the phenomenon of the age. It has moved forward with such a pace that users have probably out stripped technology in terms of the number of applications available. Many of the applications available for the iPhone have connectivity to networks such as Facebook and Twitter, but many have only a limited range of functions when compared to the main networks. The iPhone has shown itself to be uniquely placed to move telephone networking forward; however, the applications available do not help it to be fully integrated into the wider world of social networking.

Few of the applications available are ideal. Many of them have limited functions which only work locally, so it is up to the user in the end to choose an application which is going to be of most use to them. Some of the applications, such as Bluepulse are fairly simple applications which are simple and fast, but lack many of the functions users of Facebook and Twitter are used to. Although it has the appearance of a web page, with friends, messaging and status updates, that is about all the application has to offer. Facebook has an application itself, which although functional, is inferior to the real thing. It has e-mail recognition and integrated chat; however the applicati0n does not run in the background which means you have to be logged in. This means that e-mail and chat are not active all the time. The application does not have location awareness, which some of the other applications have. Another application which demonstrates the wide variation in functionality is iFob. This application is fine if you are within a reasonably close proximity, so great if you are in a concert or bar, and may be useful for business networking events. However, you cannot add friends and can only be used locally.

Loopt is an application which has Twitter and Facebook integration, although actually linking up with Facebook friends is not all that easy. People profiles are fairly simple with just a name and picture. Twitterlator may be one of the better applications for Twitter users. With full search and full friend functionality as well as camera, and location integration, it also has an emergency button which can use to alert friends. However this application can be slow at times and still does not run in the background.

There is no doubt that there is huge potential for social networking applications, and companies are probably still at the stage where we are gathering information. There are a number of business networks starting to spring up which will link people with similar status or positions within companies so that ideas can be exchanged. Almost fifty per cent of iPhone users access social networking sites on iPhone, which is almost twelve times the market average, so the phone and it`s demographic are ideally placed for a bright future in social networking. For up to date iPhone news, go to apple iphone

Snapshot of #ocu2009 Twitter stream


  1. Logo_square_normal TheCR RT @thomasknoll OH: “Another name for angry users is passionate users.” #ocu2009 [love that] less than 10 seconds ago from Tweetie
  2. Ocr_normal OCReport Great question – How to you mobilize your brand advocates without causing a backlash from them? #ocu2009 half a minute ago from HootSuite
  3. Hair3_normal kitode when I was at skoll world forum, many tweeters, no one knew each other. best way to solve that problem? #ocu2009 less than a minute ago from web
  4. Thomasknoll_med_normal thomasknoll OH: “Another name for angry users is passionate users.” #ocu2009 less than a minute ago from Seesmic Desktop
  5. Ii_tumbnail_logo_normal ImpactInteract #ocu2009 – Yahoo folks common issue – Dealing with Angry Members 1 minute ago from web
  6. Twitter_profile_normal stuartgh Reading about #ocu2009 at @wthashtag http://wthashtag.com/ocu2009 1 minute ago from web
  7. Dd_feb08_normal DebbieDembecki Metrics and ROI us still top on the interest list. The more things change the more they stay same #ocu2009 2 minutes ago from mobile web
  8. Ocr_normal OCReport An attendee has an excellent question about how companies build out their expert networks internally #ocu2009 3 minutes ago from HootSuite
  9. Davethin_normal davepeck @christineptran you give them other options.. #ocu2009 and explain why you shut it down 3 minutes ago from TweetDeck
  10. Selogo_tall_normal socialedge At the online community unconference – if you have questions about your social entrepreneurship online community DM @socialedge #ocu2009 3 minutes ago from web
  11. Littlerobin_normal robinbertelsen Only one person mentioned monitization need for their community. Surprised he’s the only one. #ocu2009 3 minutes ago from TwitterFon
  12. 080831_0002_normal christineptran Yahoo rep wants to know how to manage community when you shut down popular site (Yahoo 360) and leave angry users! #ocu2009 3 minutes ago from TwitterGadget
  13. Th_-_headshot_-_jan2009_normal tomhumbarger #OCU2009 Yahoo has lots of angry users and the community managers are looking for help to control them… 4 minutes ago from web
  14. Ocr_normal OCReport Awesome topic – what to do when you shut down a site/community and how to deal with the angry people? #ocu2009 4 minutes ago from HootSuite

Is your community manager a shortcut to Enterprise 2.0?


A while back I wrote a post on 10 ways to convince CEO’s to get blogging. Today I saw a tweet from Euan Semple reflecting on a point by Lee Bryant at the Corporate Social Networking Conference:

@euan Agreeing with @leebryant that it takes years to really get social stuff going in a business.

So what advice would I give if a CEO put me on the spot and asked for my ‘cheats’ way of advancing social media in the enterprise? Talking to Rachel Happe at the Community Roundtable I better understand there’s a lot to be gained from using your online community, firmly embedded in your organisation, to drive this forward. The danger is community manger burnout. But maybe a properly managed CM strategy is a direct route to socializing the enterprise? After all shouldn’t I know by now, that was partly my role at the ICAEW; it even says so on my LinkedIn recommendation:

“When implementing a community based software inside a corporate ecosphere, the biggest challenge of all is the cultural change. Stuart is the answer.” April 10, 2008. Bozhidar Zashev , Commercial Manager, Consultcommerce Ltd.

If that’s of interest check out Dennis Howlett’s recent interview with ICAEW’s John Pearce, Director of Digital Communications, where he explains the role of cultural change in the online communities in this short video: “It’s a learning curve,and a cultural change, and (in response to a follow-up question from Dennis) …we are not frightened to fail”.

Daily Telegraph says World War II to start soon


September 1, 2009, the start of WWII

Today’s Daily Telegraph carries the following story online: “Russia accuses Poland of starting Second World War‎ -
Russia has accused Poland of provoking the outbreak of the Second World War by refusing to accede to the “very modest” demands of Nazi Germany.”

I had just downloaded the Telegraph’s mobile G1 Android version on to my mobile, and so was amazed to see the author had in such a sensitive piece got the date of the start of WWII, with Germany invading Poland, on 1 September 2009. As a former local NCTJ journalist I of course rang the paper but was told by a very well spoken lady that the relevant department was closed.

Anyhow no doubt you, like me, won’t believe your eyes when you see it so here’s the extract from the screenshot to prove I’m not kidding:

When Germany invaded Poland...

PS: The DT’s Andy King emailed me back this morning (Friday 5th), after I alerted them to the error last night via email form, to say the error had been corrected, and to thank me for taking the time and trouble to highlight this matter. Cheers! I’d just like to thank the Telegraph for being the first newspaper to be a Google Android content provider.