culture

Work from….

By in Life, Work No Comments Tags: , , , ,

(image courtesy: Dilbert)

Sometime back, Marissa Mayer [disclosure: I'm a giggles fan ;) ] created quite a flutter with her decision to get Yahoos to stop their work-from-home arrangements. This seems a performance linked decision and across the web, you will find various perspectives on it. This mix of perspectives continue on the employee side as well. Working-from-home brings its own set of pros and cons, and one can debate it from both sides.

As with most everything, there can hardly be a single solution that fits all, and there are various subjective elements on the employee and employer sides that need to be considered. This is especially so in the social era, when corporations will be compelled to align business objectives with a purpose that consumers and employees can identify with, and work cohesively towards.  More

Empowerment

By in Strategy 1 Comment Tags: , , , , , , ,

In ‘Is Kindness a Strategy?’, Jeffrey F. Rayport shares the story of an American Airlines employee who ingeniously helped a passenger catch a flight though he was late, by using the express lane for ‘invalid’ guests. He mentions that many colleagues of the employee might not be happy with her way of dealing with the passenger. He also writes about Ritz-Carlton’s use of “service recovery” - a company’s ability to respond quickly, decisively, and effectively to a service problem of its own making — is a powerful way to increase loyalty among existing customers. He rightly draws the distinction between the two approaches – they vary on who’s at fault, the customer or the company, and asks what any business might stand to gain if it oriented its associates to look out aggressively for opportunities to perform true acts of kindness for their customers.

In my mailbox, a few minutes earlier, I had seen this, in which Hugh MacLeod takes a (what I considered a) legit shot at meetings. As always, the toon says it all. When confronted with a business problem, (generally) the organisation’s first impulse is to meet, discuss, analyse and arrive at a consensus… probably 24 hours later. Yes, even when it involves a real-time platform.

As I was writing last week’s post on culture, I was asking myself on the ingredients that make up a great organisational culture. Based on the above, I’d say Empowerment. When you have hired a professional to do a job that he has skills in, he/she should be empowered to apply his judgment to situations and not have to go through red tape or meetings involving people with minimal perspective on the matter. The first tenet of Zappos’ famous core values is “Deliver WOW through service”. In the same breath, Tony Hsieh also talks about “investing in a corporate culture that allows employees freedom and space” and follows it up with “If you get the culture right, then most of the other stuff, like great customer service or building a brand will just happen naturally.” On a related note, their unique hiring policy ensures that their sales staff don’t need scripts, they are trusted enough. It also ensures that an excellent culture is built by finding a fit between what makes the individual and the organisation tick. Empowering the employee so that he grows and so does the organisation.

until next time, power trips

Culture.org

By in Strategy 1 Comment Tags: , , , , , ,

For quite a while, I have believed that culture is the most underestimated and underutilised tool among the organisation’s means of gaining strategic advantage. A few like the much venerated Zappos have used this lapse to maximum effect and by assembling a group of passionate and aligned individuals generated profits and publicity, all while retaining a culture that continues to thrive. Remember “Anyone can do what we do, but nobody can be who we are.”?

Last week, Maneesh wrote an excellent post titled ‘The Importance of Culture‘ that started off a discussion on twitter involving him, Harish and me. Having experienced a few instances when the influx of money into an organisation (not necessarily a startup) changed the internal landscape completely, I wondered whether scale (that many a time follows money) and culture are usually mutually exclusive. It’s not always so, but it takes not just a very skilled management team, but also an empowered employee bunch down the line to make it happen. It takes communication, rewarding the right behaviour and a lot of clarity to ensure that the culture is not lost. To quote from the post, “Culture is attitude, it is not behaviour. Everyone knows this, but we all get it messed up.“

When he linked professionalism and culture, I smiled because I remembered an incident from a couple of years back. That (very interesting) discussion, which prompted this post, was on whether passion or professionalism could better help the organisation scale. For various reasons, at that time, the two were mutually exclusive in the organisation. I argued for professionalism, because to me, it represented consistency and reliability. We both refused to accept the easy compromise of ‘both are necessary’. Towards the end, the management guru equated a professional to a mercenary. To me, the difference, was in alignment. In that sense, I agree with Maneesh that professionalism is practically non-negotiable. To quote from the post again, “You become a professional when you care. Your culture defines what you care about.“

A couple of days after this discussion, this tweet appeared on my TL

Posts across years, across industries, across lines of work, but if you read them, you’ll sense the similarity.

To me, culture is not a fancy set of perks and trappings that money can buy. It’s a sense of belonging, a feeling of being connected to a set of objectives and activities that give the individual a sense of purpose. A sense of enjoying the ride even when it’s a tough one, because you know there are many who will be your parachute in case you fall off a cliff that you didn’t anticipate. When that feeling is lost, the light in the cubicle is switched off. More often than not, permanently.

until next time, culture counter

Kochi Chronicles – Part 2

By in Travel, Yesterday 2 Comments Tags: , , , , , , , , , , , , ,

….continued from Part 1

Much as Willingdon Island has remained unchanged, Cochin itself has a completely different story to tell. As I’ve mentioned before, each time I visit, I am presented with a new landmark and a demise of an older one which belonged to an earlier era.

For lunch, we decided to go to a trusted old timer – Tandoor. At Chillies (1st Floor) they serve an excellent Andhra meal. It’d been a while since I tried the Chicken Biriyani, so I chose to have that while D and the other M hogged the meals. No meal in Tandoor is complete without their special Kadai Chicken, so we shared a half plate. Amazing as it has always been.

Chillies hasn’t changed a bit though Tandoor downstairs keeps changing the decor. A dimly lit ambiance that somehow manages to freeze time. Helped by the huge photos from a long gone era. (the owner is related to the Travancore Sisters, so you can find many like these featuring them and MGR/Sivaji Ganesan)

The plan for the afternoon was ‘Beautiful‘. A movie we missed in Bangalore. We watched it at Padma, one of the several ‘feminine’ theaters Cochin is famous for. Most of them have survived, though the multiplexes have begun their march. Beautiful lived up to its name, and I loved the way they have quietly, but wonderfully shot the city and Fort Kochi in the movie. The day before, the other M had asked us to note a house in Fort Kochi – the one that had been featured in the movie.

In the evening, I met a friend whom I knew from Bangalore. K suggested the Cocoa Tree on MG Road, a place that has consistently ticked me off whenever I have visited, but is still a fave hangout for many in Cochin. She had moved to Cochin only a while back and I quizzed her on her first impressions. A city in transition, we both agreed, and something that reminded her of Bangalore a couple of decades ago.

To me it was still a small ‘town’, where most people still knew most other people. I probably bored her, talking of old landmarks and routes to school, and how the skyline has changed since then. I told her that I’d never felt a Cochin culture, something I could sense strongly in Trivandrum, Kozhikode, Trichur etc. Cochin has always been Kerala’s big city, changing too fast to have crafted an identity beyond that. She showed me the photo of her house with an awesome balcony view. Once again, I began thinking of where my final home would be. Oh yes, it would be fun to walk the roads as an old man – to walk past the Public Library, where I have spent so many hours, the CISF grounds whose pitch has seen many of my ‘spin experiments’, the school and its surrounding areas which has seen me transition from walking to cycles to a motor vehicle, Foreshore Road, where a dimly lit university computer room hosted my first forays into the internet, and so many many others. But would they be the same? A thought that crossed my mind when I walked back home, seeing familiar faces that had grown older, same people, doing the same things, even as time passed by. A mirror of a different sort.

Dinner was at Kahawa, the owners were the other M’s friends. A coffee shop+ with a distinct character. Hand painted wall art, a book lending mechanism ( a tie up with another of their friends) and reasonably decent food. They also have a section upstairs which is opened on days that Manchester United has a match on. Also available are group discounts and discounts for the Mayor on Foursquare. :)

 

    

We tried the Mango Italian Soda, which could have done a better job with the fizz. The Choco Chiller was significantly better and so was the Mint Hot Chocolate.

 

In the main course, K had recommended the mashed potato and Meat Sauce, but the Roast Pork was too tempting. But sadly, it just about passed muster, as did the Chicken a la Kiev. The best dish was the Grilled Fish with Mornay Sauce. Once again D was the one who got lucky! There were a few options for dessert, but nothing that we really fancied.

Before we left for the airport, we stopped at Malabar Chips – banana chips for Bangalore. Familiar faces, though they didn’t recognise me. Except for one person. :) I wondered if this was the idea of home – a place that you can come back to after several years and still be  recognised, a place that thus gives you a sense of belonging.

As we passed the North Bridge, we saw the first signs of the Kochi Metro construction. There was a line that stayed with me long after ‘Beautiful’ – “Maturity is the loss of innocence” It probably is true of cities too, and I wondered if it was only incidental that there were huge hoardings of a TOI launch on Feb 1st.

We detoured through the University, and though the place shows small signs of transformation every time I visit, there are parts of it that refuse to change. Islands in time. Places where I could stand and travel back in time, because the settings were the same, all I had to do was remember. But I had a flight to catch, and a journey to end.

until next time, timed travel

Branded Spikes

By in Advertising, Brand, Social Media, Strategy No Comments Tags: , , , , , , ,

While waiting for the cognitive teardown of the immensely viral Kolaveri (like this Angry Birds one) in the form of either ‘What we can learn from’ or ‘How to craft videos like’ posts and also wondering how long it would take my Twitter timeline to move back from RIP to make-fun-of when a celebrity dies, I read this very interesting post titled “The New Patterns of Culture: Slow, Fast & Spiky” (via)

It offers fantastic perspectives on creation and consumption patterns of culture, and digital’s weighty role in the changes being wrought. The limited ‘spotlight’ options of an earlier era (mainstream media) now have to co-exist with platforms and mechanisms that are open to most. ’Scale is no longer a guarantee of stability.‘ Consequently, attention is the more coveted prize. Another related phenomenon is that ’Change no longer happens all at once for everyone‘. I remembered ‘IsItOld‘ when I read this. :)  I sense quite a few concepts agglomerating here. Small ideas, which I haven’t written about for a while now, and transmedia storytelling, for starters, and a reversal of polarity. (the last via Neil Perkins post, linked to earlier)

Brands have always been using popular culture. One brand that I can immediately think of is Amul, and yet, I almost missed their Kolaveri ad. (via) Yes, not the greatest, but decent. The point here is that while they got the creation right, the distribution is still iffy. And that’s another challenge. Popular culture is more complex than ever before. With the abundance of content and platforms, keeping a watch on the long tail of culture, prioritising according to the audience-fit and then distributing it is not going to be an easy task.

I have always liked (and hence, borrowed with credit in presentations) the analogy of bonfires and fireworks to social media and advertising. (respectively) The implications of this are not just in standard brand advertising but also in branded content. Brands now have to think of how the long-term story and the spikes can work together and ideally, complement each other, even while figuring out what role advertising and branded content play in each. Despite the seeming fit of social media to spikes, I wonder whether we will, in the medium term, see a role reversal – ‘mass’ media providing spikes and the internet dealing with the long term story, before settling into shared roles.

until next time, get a spike mike

All hands on deck

By in Brand, Internet, Social Media, Strategy No Comments Tags: , , , , , , , , , , , , , , , ,

Since tis still the season of predictions and ‘looking forward to in 2011′, and because I brought up the subject of brand agencies reshaping themselves for the future, I thought I’d share with you three of my favourite decks of insights from the many that I managed to scan in the last few weeks.

We’ll begin with JWT’s ’100 Things to Watch in 2011′. (via Surekha on Reader) While there are many things in this that you might already think is a trend, what I liked about it is its thinking outside of any specific prisms – brands, technology etc, but still managing to capture the  essence of trends in human behaviour, culture, consumption, the shifts happening therein, and thus, a good reckoner for marketers.

JWT: 100 Things to Watch in 2011

The second one I’d like to share is Edelman’s ‘Digital Trends to Watch in 2011′. Though there are a few commonalities with the JWT deck, this seems more focused. While this is definitely quite a sensible thing to do from a client perspective, I missed the “completely out of the blue, but damn, why didn’t I think of it?” moments that I usually associate with its creators. But that’s just a testament to my high regards for Armano and Rubel, more than anything else. What I liked most about this was the trend + best practice combining, that layering gives excellent perspective.

The last one I’d like to share is Rohit Bhargava’s ’15 Marketing & Social Trends to watch in 2011′ (via Gauravonomics). There might be some overlap with the other two, but again, the idea of examples with each trend makes it a must-read, in addition to the overall quality of insights.

15 Marketing & Social Media Trends To Watch In 2011

While its easy to see that there are commonalities in these, I also noticed an interesting thread of thought that  resonated most with me.

‘There’s an app for everything everywhere’ is perhaps the underlying theme in #3 (Apps Beyond Mobile), #7 (Ubiquitous Social Computing, more specifically its best practice) and #9 (Appification of the web) in the JWT, Edelman and Rohit presentations. We then move on to ‘production of consumable content and experiences across platforms’  that connects #93 (Transmedia Producers – faint connection), #4 (Transmedia storytelling) in the JWT and Edelman presentations respectively. And at last, we move on to how it can scale which is brought out through #3 (Developer engagement) in Edelman’s presentation and #7 (Crowdsourced innovation) and #11 (Employees as heroes) in Rohit Bhargava’s presentation.

While I may not endorse a brand strategy only basis tools, the ‘appification’ across platforms actually throws open the door for marketers to not just satisfy their ‘short head’ consumers in better ways, but explore the ways to reach the ‘long tail’. It allows them to blend or distribute their ‘story’ across platforms and if done well, raise the interest level of their consumers. And an agency or brand manager cannot do it alone. While the idea of crowdsourcing is looked down upon by many, there are enough examples to show that if targeted well and executed with clarity, it can deliver results. More importantly, here, the ‘crowd’ is not consumers, but developers who can re-create the brand’s experience on multiple platforms, and employees who can create a human story that will resonate with others.

If these possibilities for 2011 don’t excite you, I’ll try again next week, but I really don’t have any more of these awesome presentations to back me up.

until next time, slide rules!

Place and Time

By in Brand, Social Media 3 Comments Tags: , , ,

After Facebook announced its plans to use its social graph to become the mayor of Location (via Places API, deals) and also become the ubiquitous sign in on the mobile platform, Mahendra, Arjun Ram and I had an interesting discussion on Twitter. It started because Arjun and I were wondering when Facebook Places would come to India, but also moved on to the impact of these announcements on Foursquare and even Google.

Now in terms of world domination plans, Google is hardly a sitting duck and has been trying to gain a foothold in ‘social’ for a while now, with little success to report so far. But Android has been making huge strides and that should be some consolation. In our twitter discussion, I mentioned that what Facebook had done with this horizontal approach to the mobile platform (OS/hardware independent and just dependent on you being online) is a parallel to what Google did with Android, except this is a way more compelling move.

Towards the end of our chat, I wondered whether, a couple of years later, we’ll be speaking the same way about Facebook as we are about Google now. Its difficult to imagine how, especially when Facebook’s strategy is about adding a social element to every online activity. Like I said, i have no clue on what the frontier might be, but then again, at one point, I did think, perhaps naively that Google had world domination all sorted out.  That was until Facebook started its march.

Sometime back I’d written about whether every era has an organisation which best captures the culture that would enable success in the era. The time between eras is fast shrinking – IBM, Microsoft, Google, Facebook (?) (no, i haven’t forgotten Apple, just ignoring it) and I eagerly await the next breakout star. But I’m also trying to see if there’s something that connects the dominant forces – something that is not unique and not dependent on the time they were the gold standard in.

Two posts I read recently gave me some understanding of why Facebook seems to be advancing faster. “Google’s real problem – GTD?” (Getting Things Done) at GigaOm and “Facebook and Google” at Piaw’s blog. Both pointed to cultural differences and the way the organisations deal with human resources. And so I wonder, is it inevitable that culture changes with scale, and how much can it change before things go downhill? Is there a way to stem that ‘rot’? I read a post about Amazon recently, that shows how Amazon deals with the various companies it acquires. More on ‘culture’ next week.

until next time, search..social..surprise :)

Culture Bridges

By in Internet, Social Media, Strategy 1 Comment Tags: , , , , , ,

There was much excitement when I saw that much talked about presentation that somehow seemed connected to Google Me and Google’s approach to social. But the sounds made recently by Darth Scmidt don’t really give cause for delight.

While it doesn’t make sense to talk ill of something even before launch, the ‘social layer’ does sound underwhelming. It doesn’t help that Mark Zuck recently hinted that ‘social is not a layer you can add’. ( What is interesting though is he also said in the interview “We’re trying to build a social layer for everything”) He should know about what works in ‘social’, because whether you love or hate Facebook, it is definitely a creation (and creator) that demands respect, on various parameters.

Somewhere towards the end of his post titled ‘The Forever Recession‘, Seth Godin, while talking of the ‘recession of an industrial age with its imperfect market communication’ paraphrases Clay Shirky and states that ‘every revolution destroys the last thing before it turns a profit on a new thing’.

I thought about this statement in the context of Google and Facebook, and also remembered an earlier post at GigaOm which showed the difference  between the way Facebook and Google work. And that prompted me to wonder whether every age has a unique organisational and workforce culture that best fits it, and the entity that grasps it, succeeds.

This is not just a Google-Facebook question, but one that I’d consider across domains and categories. The leader in an earlier era would try to capture that culture mojo and would most likely fail because it tries to add to what it has been doing so far, where a start from scratch is what is warranted. The interesting part is also that the time between ‘revolutions’ seems to be consistently decreasing, so how do brands and organisations carry their success across?

until next time, a revulsion for revolutions?

On location.. and beyond

By in Brand, Internet, Social Media, Strategy 1 Comment Tags: , , , , , , , , ,

A few weeks back, @gkjohn and I were  invited to Chandu’s Military hotel in Malleswaram by the inimitable @parthajha . After an amazing meal, we walked back to where I’d parked my vehicle – Mantri Square, the new mall that had sprung up in the locality. It was new enough to be regarded as a shrine/tourist spot by many, and was already creating many traffic hassles. Both my companions had seen/lived in Bangalore much longer than I have, and shared interesting stories on Bangalore’s evolution. The new mall, and the changes in Malleswaram (which happens to be one of Bangalore’s oldest  residential localities) made me think aloud that soon, a locality’s culture (as expressed by stories about the place, people, historical locations as well as relatively unknown joints like Chandu’s) would begin to get packaged, as people  – both the city’s inhabitants as well as tourists, might want to look beyond the ‘sterile’ mall-multiplex-pubs-eateries jungle, and have more diverse experiences.

And then, a few days back, i saw this article in PSFK titled ‘The Birth of the Microhood‘, which talks about an organisation called The Bold Italic initiating “a celebration of pocket microhoods through block parties and featured cross-sections across the city, introducing and promoting the social net worth of the people and businesses that inhabit them”. You can check out the details of the last event here, and the comments on Facebook here. Note the different establishments taking part.

Those familiar to Bangalore might know of BangaloreWalks, which undertakes themed walks. With new services and technologies popping up and developing at a rapid pace, I wondered about the possibilities. On Foursquare, Chicago was a pioneer, allowing users to earn badges while exploring the city. Now Pennsylvania has followed suit. (via Mashable) There’s more. Check out the Augmented Reality iPhone app from the Museum of London. (via Gizmodo). The way it works – hold the iPhone up to a present day London street scene, the app shows the same location as it looked in the olden days. Tap a button and you get historical facts about the place. Meanwhile, QR codes have been around for quite a while now, also noticed Microsoft’s “tag” a few days back. While on the subject, also check out stickybits, a ‘fun and social way to attach digital content to real world objects’, through barcodes (existing ones, or new ones you print), and an app.

Imagine a Coke/Pepsi/Kingfisher using this to tell us the origins of various iconic retail establishments they tie up with? Imagine augmented reality apps that allow an establishment to show us consumer reviews of the food it serves, or some content from the chef, say, how he’s made the dish. Relatively unimaginative, yes, but we haven’t even got there yet. :) With the new version of location becoming increasingly important for brands, its perhaps time to check out the potential of using these services. A new way of aggregating content – videos, photos, literature – basis the location a person is in. More than anything else, i feel they offer splendid new means of storytelling, a way of making a brand go beyond the transactional relationship with its consumers, and the constraints of real time/space. It links the brand and its consumers through culture and shared experiences.

until next time, vocal locals :)

PS: To-do – check out my, ahem, interview at the newly launched www.foursquaretalk.com ;)

Tea and multiplicity

By in Internet, Life Ordinary, Travel 6 Comments Tags: , , , , , , , , ,

We sat in Infinitea, sipping green tea and munching fried momos. It was her first visit to Bangalore, and as my contribution to her introduction to the city, I had given her the experience of navigating the one ways of the city on a two wheeler. It was less than a month since we’d been first introduced to each other, and that turned out to be the subject of the conversation, at least the lion’s share of it. Of how technology had reached a point where one could perhaps land up in any city and have such conversations, because of the connections that pre-exist. No pre-exist for years or even months, but just a few days, thanks to the people we trust, who connect us. We perhaps have nothing in common culturally, but we can still relate to each other in terms of ideas and thought streams. Communication protocols are changing, and with that, relationships too. We discussed the subject of my post a fortnight back – evolution, and she told me the story of a guy who had a camera fitted into his glass eye!!

She’s traveled a lot and shared anecdotes of places and experiences. Her stories reminded us of how destinations have become like trophies, simply to be collected as part of a journey which we no longer appreciate, much like the beautiful sights that nature has created. We compared notes on clicking images versus capturing it in the mind’s eye. I could totally relate to that as I remembered the Leh trip from earlier this year and told her of how I paused before I took the step into the plane that would take me back, knowing that it perhaps was the last time I’d see the place. After all, there are so many places to see, never mind the trophies, because there may be some I haven’t even heard of yet.

I think that I might have come across as an absolute anti-capitalist, because at least twice I said that the only thing that stopped us from enjoying life fully was money, because it tends to become an end in itself, and we make the things it can buy, the things that hold value to us. If money wasn’t a constraint, I’d travel all over the world, write about the things I saw and be happy with the five odd people who read it. But it is, and so one has to save up, and choose from destinations, and hope one has made the right choice.

We debated a bit on what I thought was a paradox of sorts. She said that many people felt lonely when they landed in an alien city (work,not vacation), and they yearned for a taste of their own culture. I said that, with increasing connectivity, we were all moving towards global citizenship, where the individual cultures had blurring boundaries, or rather, the differences seemed to be becoming less important. Typical example being how we were able to converse on a range of subjects without getting bored. (though we have only my word for it) And how with each passing generation, traditional customs were getting packaged to suit lifestyles…until they will become ‘user agnostic’. (much like the platform agnostic technologies) But yes, that is more futuristic than present, though I may have more in common with a London based Twitter user, than my next door neighbour, on several fronts.

We spoke about the great divide that technology was creating, and how the human race has perhaps yet not identified that as one of our greatest challenges. A real time battle against time. Which made us realise that both of us were getting late for our (respective) next meetings.

I drop her back at the hotel where she’s staying. We have to take a convoluted route, thanks to the one ways that dot Bangalore. Its funny because in terms of actual distance its really close by. I wonder if the roads are a good metaphor. We bid each other goodbye. Its easy to remain in touch, connected. After all, geographic distances don’t really matter. Sometimes its the divide in the immediate vicinity that is more difficult to bridge.

until next time, a lot can happen over tea too :)

PS: The day had two wonderful conversations, and as I start out to share the other, I realise I am trying to short change the next one and crunch the content. That’s unfair, so we will do a Part 2 soon :)

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