Capgras

Chances are you’ve never heard of it, but you might have experienced in a very harmless form. That salesperson who was so nice when you spent the money to buy your new gadget — now it’s broken, you ask for an exchange and he tells you to call customer support. That customer who was the Über-geek when he came to buy his gadget has transformed to a grumpy buffoon.

It happens all the time. People are being exchanged by their evil twins. Of course they aren’t, there are only pivotal points at which the game changes, and sometimes to a non-pleasant turn. A customer converts to a pain in the neck once she has bought the item, because now she can ask for repair, exchange, or refund, even claim punitive damages and so forth. And on the other side, the salesperson does his best to shun people who need his assistance, support and, foremost, understanding.

After all, it’s a question of posture. No matter how entitled you feel to receive a certain treatment, the person on the other side needs at least one chance to take action. When you corner them straight away, they will very likely become upset and angry. This applies for every party involved. Only when we bring good to the table, good will come out, and it will spread. Ill will only causes harm and sometimes long-term damage. Which, sadly enough, spreads too.

(Find the explanation of real Capgras here.)

Outrage, for Starters

Germany’s Federal Department for Family, Senior Citizens, Women and Youth (a.k.a. the department for everything except young men, because they’re taken care of by the department of defense, a remainder of history) has started an initiative with 5 corporations in which, for one year, applicants will not reveal their names, age, nationality, marital status and religion. This pilot project is meant to qualify if this process leads to more equal employment opportunities and the avoidance of discrimination.

And while this project has not been launched yet, conservative lobbyists are already outraged and defending the status quo. “Enterprises need information about age and gender because they are crucial decision criteria.” Which is to say, when in doubt, they don’t employ women. Another quote: “If we don’t know who the candidate is, we would have to invite everyone for an interview.” Which means they don’t invite people whose names they can’t pronounce.

Both men (no surprise here) that have been quoted above represent a mindset where employers still a looking for replacable cogs at minimum cost. The irony is, they too would profit from an application process I posted one month ago. Other than that, the good old resumée still offers enough options to say no:

  • what kind of school did they go to?
  • extra-curricular activities
  • hobbies
  • languages spoken
  • university: who can afford to study in a state where students have to pay a semester fee?

All of these will be more important, but different than expected, because employers will try to extract as much additional, yet speculative, information from the chunks that are left. This initiative is surely well-meant, but it won’t change a lot because the old system remains in place.

More equal employment opportunity does not translate to more equal employment. Doing things by half doesn’t get them halfway done.

(Gone) Before Its Time

As bold the eulogies were when it was announced, they’re even bolder now that Google Wave‘s end as an independent service has been proclaimed. Undoubtedly it’s tool that provided the sought-after curve-jumping, paradigm-shifting innovation which by itself was hard enough for people to wrap their heads around. But I believe what really prevented the breakthrough was a lack of trust. Google still has a major trust problem, and as long as people are suspicious about what’s happening with all their data, a product that deals with such better be trustworthy.

And it’s also worth a look at the marketing startegy that went with it: Google was quite eager to announce it when Wave was still in alpha. And it was a marvel. Then they released the invitation-based beta which still had a lot of glitches and hickups and one year later it was open for public. Which was too late. It’s always easy to be clever in hindsight, but the important thing to point out here is that there was no need whatsoever for Google to tell the public about Wave, because until today there is no competitor. Why hurry? They could easily have waited one more year and make it a finished product.

One more thing. As far as I remember, they didn’t promote it heavily once it was up and running, which wouldn’t have been the worst of ideas. I’m not talking TV here, I’m about press releases for the geeks that want to use this service as  soon as they have someone to do it with. I didn’t use my account because there was no one I was having a project with that would have offered itself to be run on Wave. But if I had, it’d be comforting my sleep a lot had Google told me: “We know there’ve been some issues concerning our security in the last months, but we promise you that your Wave data is 100% safe with us. We use advanced rocket science encryption, so even we don’t know what you’ve been putting in there.” Now you’ve got something to work through the adoption curve.

The majority of users, it seems, is still in the desktop age. This is the domain of Microsoft. Make a document, save it on your hard drive or local network. One application for each purpose. Sifting through 86 emails to find out who said what and when. It’s the classic switching dilemma: As long as their pain is not big enough to see the comfort of the solution, people don’t switch. Because it requires them to take a step back and consider the whole issue. The question is not: “How do I make this work with what I got so far?” but “Looking at both solutions as a whole, which serves my needs best?” That’s the marketing challenge not only Google faces. Only more often than others.

Balancing Act

Imagine you own a clothing store, and in comes a customer looking for something fancy. She’s been here before, and this time (like every time she comes to your place), she says she needs something that gets her a lot of attention. Your new sales hire, a bit of a fashion expert, considers the whole issue and tells the customer “Of course you can spend heaps of money on this right here, but what if you did something else instead that has the same effect and doesn’t cost you nearly as much?” And your customer is happy and gives her a tip without buying a piece. Some time later, you hear she’s very happy because she’s successfully been doing what your salesperson told her.

Are you happy too? What about your salesperson – hire or fire? What would you do?

Obligated, not entitled

Some days ago I read on an Australian blog the Small and Medium Enterprises were desperately looking for leaders. Not only those who pop in, give a speech or workshop and off they go, but who actually do lead by making things happen where they need to.

Now what most people mean when they cry out this way is “I need someone from a high-profile university to make my problems go away”. Because that’s what they’re looking for when you read their job ads. Now I cannot prove that an MBA graduate were there wrong kind of person for this. But I can prove that there’s a better way to pre-select. I don’t know about every country’s anti-discrimination laws, but in general what you want to do is have people send a full photo, not just portrait, so you can examine their posture. I don’t mean if their spine is deformed or one leg is longer than the other. I mean the way they present themselves, which resembles the way they conceive of themselves. As the saying goes, more than a thousand words.

What brought me to this conclusion was a number of photographs I saw on the web the other day. On each there was the same group of university students and grads who run a sort of business consulting agency. What all of these photos were yelling at me was that these young people felt entitled to be offered only the best jobs. Which to me was quite disconcerting, for a number of reasons.

You don’t get to go to a university because you’re extremly brilliant (those who are go there at 12, so anyone who’s not 12 when they commence university might correct their self image in that respect). You get to go to a university because you’re good at school, which again is not a product of your intelligence but how good you are at meeting expectations and working to spec. And university is an extension of this, only the bar is raised by blurring the spec so you have to figure out what it is and then try to do a point landing. I’m always impressed by the insignificance of theses that grants students an academic title. The only reason they occupy a hundred pages to make a no more point than a blog post is footnotes and the bibliography, the requirements of scientific research.

[When I was in my first semester studying business information technology, the math professor started her first lecture by prompting a complex equation to the wall "See, that's what you will know how to calculate by the end of the semester." Back then, had I had the wit I have today, I'd have asked her how this will help us significantly improve the world, exactly. I doubt it would have enabled anyone to show more initiative.]

And the point is: a better education is not an entitlement to a better job. It is an obligation to put all you know and can do to a good use and the benefit of all. Nothing less. Education is the prerequisite that enables you to create value that people will eventually pay for. Nothing more. Someone with no education can only contribute labour (in the workplace), while educated people can organize and get stuff moving. But they don’t, because they feel and believe they’re getting paid merely for showing up. After all, they’re entitled to this because of all they’ve been doing to get there, right?

So the question for you becomes: Is this the kind of person who you believe to lead your company to a better future? Or are you looking for someone who’s hungry and humble too?

Industry indeed

A friend responded to my post yesterday that he couldn’t imagine a star being made without an industry. I agree. Today, they need each other more than ever.

In the pre-industrial age, fame used to be directly related to merit. Think Michelangelo. Sometimes fame would follow merit with years of delay. Think Mozart, Rembrandt, van Gogh, Robert Johnson. But some people actually used fame to promote. Benjamin Franklin, in his role as ambassador to France, and his fellow Founding Fathers believed that the fact of Franklin’s image appearing on fashion items, fans and perfume bottles would help to attract interest in and spread the ideas of the new born nation. The first man who combined people’s fame with industrial goods was Josiah Wedgwood, who came up with the idea of making collectible portrait medaillons of “Illustrious Moderns” like Voltaire and Rousseau. (Interesting read: Star Crazy, section 2)

What all the people have in common is that they were only known to a comparably small circle of people. Entertainment was only for those who could afford it.

Then came the invention of free time. This might sound a little crazy, but before the industrialization, there was no free time as such. And it made perfect sense, because people needed time to spend the money they earned in the factory. Which allowed more industries to spawn. And so forth.

Next step: cinema. And this changed everything. Within a few years, film producers figured that people were not only into films, but also into actors starring the movies. Hence a perfect cycle could be set up: People go to the movies, papers print news about the stars, people notice and tell their friends, more people go to the movies. Easy as pie. All you needed to do was printed your actor’s name on the poster promoting the next movie. And the second best thing was that everybody could afford it.

The best thing about all this was that it educated people into a reverse logic: Publicity equals merit. You don’t get in the paper for nothing, do you? And so whatever you wanted to promote, all you needed to do was to make it appear it on billboards, in newspapers and magazines, radio and finally TV. And entire industries could sell their products riding on the back of the celebrities.

Now, what happens if you want to sell more products? You need more stars. This is the race we’re still running today. There are ever more celebrities because there is ever more stuff to be sold, and the diversion of interests and markets produced space that needed to be filled with more faces to put ads next to.

What’s critical now is to estimate whether this will go on, because people are so much int the reactive mode of consuming that they won’t take the time to ask themselves what they care about, what matters to them, and start following their passion. I don’t believe that people are passionate about consuming. They just keep telling themselves they don’t know what to do other than that. What gives me hope that this can change is the fact that it took almost a century to educate people to behave that way, so obviously it’s not part of our nature. The cavemen didn’t have to keep up with the Joneses, neither did a pre-industrial person.

What I wanted to point out 2 days ago was that you don’t need an industry to make a living by making your art. If you want fame as in “as seen on TV”, you still need the industry, as of today. And you need to sacrifice your art, round off the edges in favour of being more average. Not totally average, but to a certain degree. The reason why Cannibal Corpse were not featured as being outrageous on German TV, but Berlin rapper Sido was, is simply because he’s more average in terms of language: my grandmother can understand his swearing, but not Chris Barnes’s or George Fisher’s. That’s media business. An industry indeed.

Your opinion matters

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Will & Value

Fast Company reports that Internet users obviously are not willing to pay for content. In this case, it’s a newspaper, that, very much like Rupert Murdoch’s London Times, has moved it’s content behind a paywall, and what happened? After 3 months, they only had 35 subscribers. For an acquisition of 650 million dollars, this is obviously a failed investment at the moment.

But it’s not a surprise. It’s not that users are not willing to pay, they only pay when they see a point (or better, a personal advantage) in doing so. In this context, relying on people paying for stuff they can have for free on another channel is no business model.

No more bottleneck

An industry is one or more organizations turning a unique thing into a mass product. The magic happens when they succeed in transferring the real value of the original to a perceived value of the copy. Which is exactly what the music industry did.

From the first LPs over 100 years ago to the CDs in the 90s, the music business was able to pull that trick because of several reasons: Everybody loves music. Music is an expression of self. Music is fashion. Being a fan of something is great. They could serve all these needs at once. And they had control over the whole system. Music corporations were not only making the discs, but also handling the licenses of the music itself. And they decided who would become the next big thing and who wouldn’t. They were the bottleneck with a built-in valve to both artists and audience.

Of course this has changed. The bottleneck has been bypassed with millions of tubes. There’s no more need for any musician to wait for an A&R’s consent so they can make an album. They make an album and give it away for free. Of course the industry doesn’t like this, because they can no more justify the prices they used to charge. It’s understandable they still blame illegal downloading, but this isn’t the real problem. Since the introduction of tape recordings, people shared their music. On the web, they can only do it on a larger scale, which means the permeation time is reduced. Illegal downloading itself is out of fashion for years.

Here’s why: People have not been re-educated. What they were educated to do was to wait for the next big thing to be announced via print or in-store ads, radio DJs or TV commercials and go buy it. Listen and repeat. A tradition they could easily pass to their children because it was all passive.

Now imagine going to somebody and saying: “There’s 10 million artists out there on the web, find one you like, become a fan and help them become superstars. You can do it. If you don’t do it, nobody will.” People still think upside down. Someone will tell them who is a star so they know what to buy and like. Same problem with radio. They too don’t know where to go. Now we get to know that they’re no experts at music at all, they only eat what they’re being served. And because great fresh produce on the music biz menu is sparse they resort to canned stuff.

What people have learned quickly is that the likelihood of excistence of a ‘more value for money’ or ‘same value for less money’ alternative is 10,000 times bigger thanks to the web. But they have no clue how to find it. This sounds like a big opportunity. Imagine having a site that allows to search for…stop.

Actually, this is what musicians promoting themselves need to do, similar to approaches Derek Sivers posted years ago. So if you are “U2 with hard guitar riffs and Shakira on drugs singing”, don’t be afraid to use that term all over your promo activities. Chances are people will (slowly) learn to search for phrases exactly like this on the web. Maybe there’s a staging post like a site with a set of modules that give users a rough idea what to look for and ultimately make sophisticated use of Google’s search to deliver to the user’s doorstep. In the long run, the new culture of finding music will have worked its way to the people who you want to be found by. One way or the other. And if they happen to be brought by their friends, you’d welcome them too, I guess. Just remember you can’t force anyone to find you.

For musicians, the old way of thinking ‘how you make it’ was more attractive because the story was one of a single effort, very hard but only once and you’d be done — like buying a lottery ticket. If you won, you’d just have to do what you like and what you’re good at — making music. Today’s story is one of continuous effort, doing what you don’t like because more often than not you’re not good at it — marketing, selling, taking care of stuff — and if you’re lucky, you can spend an hour a day making music, because the rest of your day is consumed by a job you need to have to pay your bills.
The old dream was that you had to get out of your comfort zone just once, get that record deal, and you’re good to go. The new nightmare is that you have been banned from your comfort zone permanently. Meet people. Talk to people. Get people to help you. Realize that selling music is – like selling whatever – about people. This is scary, especially for introverts.
Another problem musicians might be facing is what to tell to their (yet to become) fans. Having a blog is a sensible thing, but of course no one expects an artist to write a cat blog. Artists should be telling stories about how great the exclusive night club party was or how they totally wrecked the hotel room $50,000-a-night-suite. Or if they want to be on the safe side, what the latest charity event was like (and who they ended up in hotel with and totally wrecked…you get the idea). After all, they’re stars, aren’t they? So we want them to act like stars. People don’t want to read about how hard your day was before you picked up the guitar to write a new song. Booooorrrrinnng! Or how you tried to do whatever. Nobody cares, as long as it’s not in their particular field of interest. And 95% of the time, it’s not. Don’t bother me with details. Somehow an audience is the worst boss you’ll ever have, as long as you have to prove yourself. When you’re successful, this takes care of itself. Of course it doesn’t, but it’s easy compared to being the unknown artist, isn’t it?

New found Power

One of my favourite news releases last week came from the German chancellor, Angela Merkel, in which she complained that it’d be ever harder to get political messages and issues to people because especially the younger generation would not get their overall news coverage from the traditional media, but instead selectively from their favourite channels on the internet. Her final conclusion was that things used to be easier years back, because when people met in the workplace, they’d all talk about the same topics (note: this was back in the days when there were only three channels on TV, and people got their paper every morning).

This is all true, except she elegantly left out the part that’s worst for her and all the others that made a profit from the way things used to be. Not only do the established channels keep on losing their influence, but it is ever easier for people to practise real democracy. Because if you really care about something, you just have to connect to people who do as well. Then you can start an online petition, and all it takes is 50,000 subscribers within 3 weeks. And if there’s one thing we can learn from a pretzel, it’s quite easy to gather 50,000 people — if they care. Because if they don’t, they won’t go through all hassle with registering on the parliament’s web site just to click a button. That’s the only obstacle. Other than that, there’s nothing that could stop anyone from using their democratic power.

And that’s scary for polticians, because not only will their flaws and misbehaviour be spread faster than ever, but also people can now make them go away, or the rules they’re trying to establish. Who loses? Everyone who profited from the old system: Lobbies, who still spend millions to buy votes help MPs reconsider their opinion. Politicians who are now exposed more than ever and thus have to deal with the consequences. Some years ago these “minor issues” would go by the board in favour of “important news” in the general news coverage. Yet the traditional media are losing power and influence in both directions. And if they can’t control the public, they don’t help to maintain civil order, and then they’re losing value to the ones in power, who in return won’t see a lot of use in supporting a system that doesn’t support them. This top-down system was built in the fact that there was no other choice, no politician or similar folk needed to build an asset of permission to talk to the people directly — because this taken care of by the media, mostly public broadcast. The situation has flipped over (to be honest, it did so slow enough that anyone could have easily figured where this was going), and no matter how much anyone who seemed to have a voice that mattered now doesn’t.

There used to be a small number of players on the political field — now everyone can have their license to play too. This is a great opportunity which can change our lives dramatically, only if we make use of it.