Archive for January 2007

Bruce Mau lists a process-related item in his Incomplete Manifesto for Growth. Item #3 says, “Process is more important than outcome. When the outcome drives the process we will only ever go to where we’ve already been. If process drives outcome we may not know where we’re going, but we will know we want to be there.”

I advocate process as a journey not as a destination. Let’s look at an example — You want to watch a favorite TV show. Here is one process:

1. Locate remote.
2. Press the right button(s).
3. Change the channel to the right channel.
4. Watch TV show.

And another process:

1. Go to TV.
2. Press button to turn it on.
3. Press button to flip through channels (this could take a while if you have cable, digital or satellite TV).
4. Watch TV show.

Step 4 is the outcome of the process. The steps you take to reach the outcome is the process.

But what if you don’t know the outcome? You’re endlessly flipping channels. But if you don’t know what is the outcome, then how will you get there? Some say we’ll know what we want to be there. How? By twitching your nose and conjuring magic?

On the other hand, when you know the outcome, you design the process to get there in the most efficient way possible. Thus, you’ll find the shortest route with the fewest obstacles to get to the TV show. If the toddler manages to turn off the TV or take away the remote and changes the channel, then you adjust the process to get to the TV show.

It’s like saying a company will hire staff, buy equipment, and get to work on something without knowing its business goals. If you don’t know what you’re targeting, then you more apt to miss by taking a blind shot.

So, chicken or egg? Process or outcome?

A second Sidekick III case came in yesterday. It doesn’t work well. The first one had a leather-like cover and interfered with my interactions with the Sidekick. This one fits too loosely and gets in the way of using the device.

I spent too much time searching the Internet for case reviews and suggestions. With so many devices on the market and almost all of them having unique shapes and sizes — it adds up to a whole lot of cases. The same goes for screen protectors.

If you have a case for a mobile phone, handheld or other mobile device and a case or screen protector that you like — please share what device you have along with the brand / model of the case or screen protector. It’d give people a resource for when they’re in need of a good quality case or screen protector.

I can recommend two screen protectors and one case. Just not for the Sidekick III. For the Palm Tungsten III, I use the PA72 classic Vaja Case (didn’t pay that much) and mine is completely black.

For the same device, I use Brando WorkShop Screen Protector. I’ve had it for three years and it still works. It has a couple of bubbles, but they appear on the sides. This happened after I removed the screen once ages ago and couldn’t get the bubbles out. The first time I put it on, it had little or no bubbles. Unfortunately, the site doesn’t sell any for the Sidekick III.

The Dell Axim x51v has WriteShield Crystal Clear protecting its face. No bubbles at all and it works great.

Norman opens the book with a discussion of three teapots he owns. He doesn’t use them, but he loves how each tells a story. One is impossible to use, one is a classy glassy Michael Graves design and one is unusual. Norman says when we like the look of an object; we’re more willing to overlook its design flaws as opposed to using something with no flaws and an ugly design.

I believe flickr.com is a good example of this from a web site perspective. It isn’t so much about flickr’s look-and-feel, but many of the non-designers, everyday Internet users understandably find the site difficult to use. flickr.com gained a reputation in the world of web design and IT — the kind of people who find their way around the more difficult to use sites — and many flocked to it because of word of mouth.

A friend of Norman’s enthusiastically showed off his recent purchase of old, heavy and shiny drawing instruments including compasses, dividers and extension arms. For the author, the instruments evoked negative memories of using the difficult and messy tools. Enough time had passed for his friend to overlook the negative experience he had with the tools. Thus, when he found them, he saw them as a collectible reminding him of the “good old days” rather than something he hated using. Had those negative experiences been more recent or memorable, would he have bought the set?

The focal point of Emotional Design is that “attractive things work better.” Norman explores how emotions affect purchase decisions based on three aspects of design: the visceral (appearance), behavioral (performance) and reflective (memories and experiences).

Understanding the three parts of design helps a business make the most of their product designs and marketing efforts. After all, an ad has images and those images can stir emotions. Service-based business can turn the intangible into the tangible and apply the concepts from the book.

Norman offers intriguing examples in the book to show how objects evoke emotions. The book loses its way in the last part when the author delves in the world of robots. While it talks about the possibility of robots having emotions, it tells nothing about “products” and human behavior. Except for this part, the book was a quick and fascinating read. Those who want to understand how design influences purchases will enjoy the book. Many of its concepts apply to business situations related to selling and designing products.

Title: Emotional Design: Why We Love (or Hate) Everyday Things
Author: Donald A. Norman
Publisher: Basic Books
ISBN: 0465051367
Date: May 2005
Format: Paperback
Pages: 257
Cover Price: USD: $15.95 Amazon: $10.85

Flo can’t get enough of working in a diner as she returns for her third dining adventure. Actually, she’s ready for a vacation and goes on a cruise in Diner Dash: Flo on the Go, but loses her luggage and needs to get some cash. Sounds like a scene from my busy family life only without the vacation.

The game comes with two modes of play, one where Flo works endlessly serving customers and the other with goals and levels. The week I played the game was a long one between the kids having Monday off in honor of Martin Luther King, Jr. and then having another day off thanks to sleet that appeared unexpectedly. So it was good to take a break with Flo.

Having played a few variations of these games — the only differences being the job and locale — Flo and I got annoyed when we had nothing to do but wait for the diners to finish their meals. The tables were full or no one was waiting to for a table and no one needed help. The other games had a way to keep me busy.

A few levels thwarted my attempts to meet the goal and move on to the next level. It got irritating when it took more than five times to reach the goal as I’m an impatient gamer with little time on my hands. I know Diner Dash: Flo on the Go needs to challenge me so I don’t reach the goal easily every time, but over five times of repeating the same level makes a player crazy.

I liked the variety of customer types (nine) from families and couples to young kids and moms only. The restaurant also gets upgrades every couple of levels, but some upgrades like the pool and umbrellas don’t help with the game play. Adding special drinks was a nice touch giving Flo a way to turn angry customers into happier ones. The upgrades should contribute to making customers happy.

After 10 levels, I earned a change of scene from ship to train. Once again, Flo left her baggage in the cab — back to work on the choo choo. 13 is usually a lucky number for me, but not this time having done level 13 over 10 times with no success. I started to feel like those customers who express their anger, and switched to Endless Mode for a change of pace. All in all, Diner Dash: Flo on the Go is a challenging game and Flo fans should relish this third edition.

Download the game from your favorite site

• Amazon
• Big Fish Games

Other editions

• Diner Dash: Hometown Hero
• Diner Dash

Lifehack asks the group how to start a small business. Funny thing, I never wanted to start my own business. It means dealing with bookkeeping/accounting, legal stuff, marketing, and finding clients.

But in 1999, after completing my certificate in Internet Technologies, I thought I wanted to do web design on the side. At the time, I worked for a large company. But the more I did web design, the more I didn’t enjoy the work. An opportunity to write an article came along, and I discovered I enjoyed this. Slowly, I received more writing and editing assignments.

Repeatedly, I’ve come across advice that recommends starting your own business on the side while you have a full-time job. Keep building up that business and then switch when the time and finances are right. This is exactly what I did. I spent about five to six years building my business, then I went full-time in August 1995.

2006 was my first full-year as a content maven. I’ve been lucky that it was successful and that I didn’t get into a situation where I had to urgently find new clients. But that doesn’t mean I’m not marketing on a regular basis. Marketing isn’t limited to phone calls. Writing articles, blogging, and asking current clients for referrals worked well.

As for the accounting stuff. I finally got the hang of QuickBooks. For someone who digs into software easily, I struggled over a year to stop relying on a crude Excel spreadsheet and do all of the work in QuickBooks. Sure, I could outsource this, but even a friend of mine who has had her own business for years says it’s better to do the accounting yourself. A friend of hers lost a lot of money because her accountant stole from her business.

I’m not saying to avoid accountants (we have quite a few good friends that happen to be accountants) — the key is to know exactly what’s going on with your business’ finances. For me, the easiest way is doing it myself with QuickBooks.

As for making your company official, many states let you do this online. Check with your state’s Secretary of State’s web site. When I established meryl.net as a business, I contacted the county clerk’s office and someone mailed the Assumed Name Certificate. I filled the form, took it to a notary, and mailed it in with payment.

My sister and I judged a Science Fair at a middle school. I got the exciting (not) category of botany while she did biochem. One of the projects sent her on a wild good chase because a kid quoted a Web site in his research. He claimed — because of the web site — there was a styrofoam plant.

The questionable web site: The History of Styrofoam. Would you believe this site if you were doing research for a science project? This is a more reliable source for styrofoam information.

Moral: Can’t believe everything you read on the Internet, kids.

Monitoring blogs for your company information helps you stay on top of what others say about your business. But what if they say something bad about your product or service? The Dallas Morning News reported on how a local chocolatier ran into this problem, and really, the company doesn’t need a blog. Thanks to 10-part series (yes, 10!) DallasFood blog and other blogs spreading the news that the company’s pricey chocolates aren’t worth the price.

According to the article, Noka believes it has only lost one customer as a result of the blog. Of course, the company can’t tell if a past customer won’t order from them again. Then again, the customer has experience with Noka’s products and can decide for himself without any blog’s help.

How should a small business deal with this? Stay mum and just let it blow over? In an e-mail interview, Debbie Weil, author of The Corporate Blogging Book, says, “Negative buzz is very painful for any company. But Noka should look on the bright side — they’re getting a ton of attention, not to mention free press! Also, don’t discount the fact that readers are smart and make up their own mind. A 10-part negative series from an anonymous blogger may not be credible in many people’ eyes.”

She makes a good point. Why would anyone write a 10-part series about one company? Extreme. Negative reviews happen all the time and restaurants, authors, businesses can’t do anything about it except hope the publicity pays off and that their customers judge for themselves. Thanks to the publicity, now I know of Noka. I don’t plan to spend $20 on a treat, but I’m sure a few curious people will check out the candy to see what it is all about.

The writer’s anonymity doesn’t bother me as reviewers feel pressured to soften a review. Being anonymous lets the reviewer be as honest as possible. But, blog readers are good at determining a source’s credibility.

I believe it’s true that exercising your brain keeps your mind sharp. Here are 8 ways to exercise your brain. Nintendo has released a handful of excellent games for its Gameboy DS that attract the Baby Boomers. Thanks to games like Brain Age and Big Brain Academy, my mom who never got into video games, asked for a Gameboy DS! Poor Mom, Nintendo released the lite not long after Mother’s Day when she received her DS.

Nintendo notes these games with an orange G. These reference Touch Generations brand for nontraditional games. These attract Baby Boomers, seniors and folks like me who enjoy puzzles and challenges. Certainly, children can play them, but they often prefer the traditional games. The strategy paid off.

Though I don’t have much time for games, I hope to get my own DS. My son (Happy Birthday) has a DS, but it’s gross as kids have sticky hands and don’t care about keeping gadgets clean. I’m waiting to see if Nintendo plans to release the larger screen of the DS (it’s getting frustrating to see the company keep rolling out variations of the DS: first one, lite and now maybe larger screens — the company hasn’t confirmed).

The article also mentioned Happy Neurons, but I was disappointed to see it’s a service — not something you can download and play whenever. Services don’t work for all of us and they drain our pocketbooks. I emailed the company asking about the possibility of download programs. Hey, maybe Nintendo could turn these games into a Touch Generations game. [ Link: Lifehack.org ]

Having worked as a process manager and tech writer in software development for over 10 years, I ran into the problems covered in Five common errors in requirements analysis.

Problem 1: Customers Don’t Know What They Want

This is often true because much of development has to do with technology that’s beyond the customer’s knowledge. In terms of Web design, understanding the customer’s mission, vision, goals, and other important parts of the project. In software development — especially large and complex software with many interfaces — requirements don’t always affect customers. Requirements often focus on the back-end, processing and system interfaces. This is over marketing’s head.

What works is sending an email (BEFORE requirements discussions begin) to one contact from each major group that has ever been affected by the software. The contacts reply whether or not they need to be involved in the project. If they do, then they should attend the requirements meetings. What about the problem of having too many people in the meetings? That’s where having one contact helps. That contact should be communicating with the group.

Problem 2: Requirements Change During the Project

Always. I don’t think I can recall a project where this didn’t happen. Even for this little Web site. Anyone involved in development should have a change request process in place, even a one-person business. Accept that there will be changes and prepare a change request when this happens. Show the customer how it affects the milestones and get sign off. Another way is to have a phase 1 or soft launch and then add the new requirements for phase 2.

Problem 3: Timeline Trouble

I worked on a project that was supposed to launch in July 2006. Still working on it. The customer accepts responsibility for the delay. Be realistic. Map out the timeline based on an analysis of the requirements. If it’s tight leaving no room for error or impossible — communicate this. Which would you rather have? No client because you said the timeline wasn’t doable or having a client and missing deadlines that could hurt a company’s reputation?

Problem 4: Communication Gaps

This is a simple thing that shouldn’t happen, but it does. A software update impacted a group that was left out of requirements. As a result, it cost more to fix it later in the project. 37signals’ Basecamp or a similar tool is a great way to record all communications between customer and designer. Basecamp is a web-based application that sends emails to affected parties along with a link to the message for replying. At the least, have one assigned point of contact for the customer and for the Web design firm. Ensure that contact is a reliable person and can do the job. No company wants to assign a contact whose answers will mostly be, “I don’t know.” It’s OK not to have all the answers as you have a team to work with. The person should understand what goes on and respond appropriately.

Problem 5: Customer Organization Politics

This is a difficult problem to overcome with diversity of variables that can get in the way. One way is to communicate in terms of what’s in it for the other person rather than your firm or someone else in your client’s company. I haven’t discovered any miracle solutions for overcoming politics.

I wish I could recommend one book for everything process-related, but none stood out for me. Making Process Improvement Work is an easy book to read and not as technical or overwhelming as some others. It references CMM, but is still valuable for organizations not using CMM.

What has worked for you?

I’ve been reading TV Guide long before I graduated high school. I’m not obsessed with TV, but I love the insider stories covered in the magazine. I also like its summaries of upcoming episodes since the guide that comes with the newspaper only provides summaries for a few shows.

I never thought about writing for magazines like TV Guide, People and Entertainment Weekly because I’m a realist. It’d be cool, yes, but it’s a competitive area with almost zero chances of breaking in. Plus, I don’t want to live in New York or California and like it right here in Texas. I love New York and enjoyed my couple of visits to California (except the one with carbon monoxide poisoning), but they’re not the kind of places I want to live and raise my family.

Writer’s Digest has a great article describing what it’s like writing for an entertainment magazine. Writers for entertainment magazines don’t get to schmooze with celebrities as much as we might think.

I don’t try to write for magazines because queries take time and energy. I admire those with successful careers in magazine writing. I’ll stick with Sandhills’ family of magazines where I regularly write for PC Today and am currently working on a review for Smart Computing. Besides, I like variety and enjoy working with businesses on their content and newsletters.

Those interested in writing for magazines will want a copy of the writer’s essential resource, Writer’s Market 2007.