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Llamas and other helpful options for Valentine’s Day

Admit it: you don’t have a gift for that special someone tomorrow. (Hello… it’s Valentine’s Day.  My gift for my wife was rescuing her from an awkward spot late today, with apologies to attendees at TechReady.) 

My old friend, Ben Calica, is working with a company that is doing a cool little something for Valentines Day. 

Rather than the standard buy consumer goods, the company has set up a pathway to let people do something good in the name/spirit of their sweetie. 

For example, rather than give a stuffed animal, give a needy family a Llama through Heifer.org.

Polka has a way to really treat your sweethearts to something memorable. Welcome to Random Acts of Love — the latest Polka initiative.

This year why not send your sweetie a special Polka-gram with a wonderful gift straight from the heart. Instead of that bouquet and candy box, why not plant some bulbs and buy a box of fair trade chocolates? That overpriced dinner? How about donating to your honey’s favorite charity and buy dinner for those less fortunate?

With our Random Acts of Love initiative, you can demonstrate your love in a unique, thoughtful way by substituting those tired Valentine gifts for something that will make a positive impact. There are lots of great choices and opportunities. We’re sure your Valentine will always remember this gift that can change lives around the world or make a difference right in your own home.

Sending a Valentine’s Polka-gram is free and it’s ok to send more than one!

All Random Acts of Love Polka-grams will be sent on February 14. Cruise on over to the Random Acts of Love and share the love: http://alpha.polka.com/love.php

Ben assures me that there is nothing nefarious here (he said as much ;).  Names will not be used for any ill gotten gain, they are just trying to be a conduit for getting some good done in the world.  (Caveat emptor.)  The company, Polka.com has done some random acts of kindness a couple of times before, helping a family after the San Diego wildfires and adopting families in over the holidays, and they are building it into who they are as a company.

Find out more about it at http://blog.polka.com/

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“You got to know when to hold ’em…” and what to fold into great customer service systems

With a tip of the hat to Kenny Rogers 1979 hit, of interest is this article a friend shared with me this week, When to Walk Away from a Deal in the Harvard Business Review (below is a brief summary of the article on BNET.com) by Geoffrey Cullinan, Jean-Marc Le Roux and Rolf-Magnus Weddigen…

“Is your company prone to “deal fever”–getting so excited while pursuing acquisitions that it skimps on due diligence? Caught up in the thrill of the chase, many firms use due diligence to justify the deal rather than to uncover potentially serious problems.”

The article asks the reader to consider…

  • What are we really buying?
  • What’s the target’s stand-alone value?
  • Where are the synergies?
  • What’s the most we’re willing to pay?

All good questions.  Consultant Bain also offers an article summary, and surveyed 250 senior managers “with M&A responsibilities.” They found that…

  • “half said their due diligence process had overlooked major problems,
  • half also found that targets had been dressed up to look better for deals,
  • two-thirds said their approach routinely overestimated the synergies available from acquisitions, and
  • a third acknowledged they hadn’t walked away from deals despite nagging doubts.”

“Top corporate buyers take a similar approach: “When I see an expensive deal, and they say it was a ‘strategic’ deal,” says Craig Tall, vice chair of corporate development at Washington Mutual, “it’s a code for me that somebody paid too much.”

This made me think: when it comes to mergers and the way each company approaches customer service, systems and staff, you have an opportunity to ask…

  • Culturally, how different are the approaches to customer support?
  • Compared with what the acquiring firm offers currently, are there incremental services that customers get from the target firm?
  • How do the costs compare between our in-house support as compared with the target company?
  • What additional value does the company’s support staff provide vs. outsourced support? What are the incremental benefits when you consider the areas of overlap, if any? 

In the February issue of CIO in 2006, Elana Varon writes in the article “Enterprise Value Awards – A Brief History of IT Value” how Hilton hotels found an opportunity to integrate different systems in operations and customer service (as noted here)…

“… [Hilton integrated] the chain’s property operations systems with its call center, reservations and customer loyalty systems. Hilton’s OnQ suite of applications gives hotel employees access to a complete guest profile at check-in, allowing them to tailor welcome messages and anticipate customers’ needs. Hilton’s internal metrics credit the system with increases in customer loyalty.”

Hilton also offers an online training system through hilton-university.com in multiple languages to its employees for training on OnQ. 

At Microsoft, product lines and business units benefit by the centrally managed education systems we offer through Engineering Excellence on subjects that are of importance to employees, such as the Security Development Lifecycle (aka SDL)… and not to be confused with the Microsoft spoof training videos (in two parts here and here).  Businesses and employees new to Microsoft get the benefit of this packaged training and guidance.

A lot of companies overlook customer support and services when considering how different companies approach dealing with customer calls and queries.  I’ll put these question to a couple of recently integrated business units and see what they have to say.

Tags: Microsoft, Customer Service, Customer Support, acquisition.

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Microsoft’s Danger-ous purchase

In the news today, one dangerous acquisition was approved: Microsoft is buying Danger

Robbie Bach announced the news in his keynote at Mobile World Congress 2008 in Spain. Full news release is included here on MSN Money Central

Taking steps to place its technologies in the hands of an expanding mobile consumer audience, Microsoft Corp. today announced the acquisition of Danger Inc., the company responsible for software and services powering popular consumer handsets. Microsoft also announced that several additional cutting-edge mobility companies worldwide will adopt and deploy Microsoft’s software and services.

With the acquisition of Danger, Microsoft will benefit from the company’s nearly 10 years of expertise with mobile consumers. The Palo Alto, Calif.-based company provides services that allow people to keep in touch, stay organized and keep informed while on the go through real-time mobile messaging, social networking services, Web browsing and personal information management applications. Combining these services with Microsoft’s connected entertainment and mobile technologies will provide Microsoft with the tools to accelerate its work to create industry-leading entertainment and communication experiences for consumers.

Of note, Danger co-founder Joe Britt is ex WebTV and 3DO (I’m a proud alum), and along with Matt Hershenson are both ex Catapult (think Xbox Live over POTS, circa 1995).  I think that I still have Matt’s business card somewhere… ; )

Tags: Microsoft, Windows Mobile, Danger, mobile phones.

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New York Times: The paperless office at home. In the end, it’s just more stuff.

Hannah Fairfield of the New York Times reports today on the effect of a family going paperless.



“Chris Uhlik’s children can be found in their home computer lab almost every morning. Nicole is writing a story about her two lizards. Tony is playing an interactive spelling game, while Andy is learning multiplication tables. Even 5-year-old Joceline is clicking away at a storybook game.


“Mr. Uhlik, an engineering director at Google, and his family live a practically paper-free life. The children are home-schooled on computers. Other sources of household paper — lists, letters, calendars — have become entirely digital.”


Although going paperless was the Uhliks choice, we see many families going paperless each day.  From online, web-based billing and payment systems, to mortgage statements and even weekly coupons from chain stores, we see more and more of our content coming online. Add to that the scanner we have at home (actually, three of them when you count the ones in the family room, kid’s computer and our home office), we’re finding ways to reduce clutter.

I prefer receiving the offending hard-copy items in electronic form, otherwise I face another problem: finding the time to scan all this paper with the paper-reducing technologies available to us.  I have a stack of stuff collecting to scan, and then you have to manage, back-up and store the digital files (not quite zero footprint). 

The Times article goes on to reports that…


“After rising steadily in the 1980s and ’90s, worldwide paper consumption per capita has plateaued in recent years. In the richest countries, consumption fell 6 percent from 2000 to 2005, from 531 to 502 pounds a person. The data bolsters the view of experts like Mr. Kahle who say paper is becoming passé.”


That may be so, but add to the plateau of content the proliferation of digital content that has been added.  Just because more bits arrive via the broadband service provider rather than the US Mail doesn’t mean that there is not an impact: see How much does spam weigh- (And what to do about it): as I noted, over the course of two weeks, we collected a little more than the reported national averages:



  • 36 pieces of mail, totaling 2 lb 6oz (or about 63 pounds a year), and
  • 80 pieces of junk mail, totaling 10 lb 6.6oz (a little more than 270 lbs per year)

Now that doesn’t sound like much, but in comparison let’s look what came in just to my personal email address at home: 232 pieces of junk mail. That’s 149 caught by my Outlook spam filter and 83 snagged by my Internet service provider. If that junk email were junk postal mail filling my post box, it would weigh close to 31 pounds. Over the course of a year, we’re looking at more than 6,000 junk emails, at a total weight of about 792 pounds.

Ouch.


“Paper is no longer the master copy; the digital version is,” says Brewster Kahle, the founder and director of the Internet Archive, a nonprofit digital library. “Paper has been dealt a complete deathblow. When was the last time you saw a telephone book?”


Au contraire.

You still see so much paper around the office in the form of hard-copy presentations; in contrast, good to see that the majority of white papers and reports I’ve read lately have been made of recycled digital bits rather than bits of recycled paper.  How many times have you heard a coworker lament about the so-called paperless office when faced with a mountain of documentation collected by the end of the work day?  And add to that the number of pages our kids print out when working on a school project, screen captures and artwork (“I love those Pokemon pictures you found on Live Search, CJ… all thirty of them on individual sheets.”).

And am I the only one using Outlook to manage my menagerie of digital statements, reports and documents from outside the home?  Yes, I save web pages and other online documents as XPS files to my computers, and I use Paperport to manage my digital collection of PDF files.  But I have a larger number of archived mails in my Inbox and saved mail storage by a factor of 100.  Companies creating these files make it easier to archive, by sending links to online pages that are archived for as long as I need to hang on to a page for tax purposes, rather than the year or two that many companies seem to support.  I also save digital copies of web files using IE’s Page -> Save As… Web Archive Single File .mht formatAnd heck, I even use my own blog to keep track of what I’ve recently read via my favourite, now-Yahoo!’s del.icio.us (I love Flickr, too ;).

So kudos to the credit card companies, online service providers and banks proving these statements, as well as the newspapers I read regularly more online than I do in print (although there is still an incredible cachet that surrounds the Sunday Paper – capitalized for reverence ;).  And thanks to magazines like Forbes, Fortune, BusinessWeek (and others I subscribe) for making their current issues and archives available. 

Want tips on how to reduce your junk mail? Visit the Privacy Rights Clearinghouse for info: http://www.privacyrights.org/fs/fs4-junk.htm

Also of interest…


The Paperless Home 

The Paperless Home


Paper Trail 

Paper Trail


 


Tags: environment, spam, paperless, home, scanners, New York Times.


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Friday Link: Fox’s 10 Best Super Bowl commercials

It’s the return of my Friday Link faourite, a humourous URL of the week for Friday viewing. 

But on a Saturday. 😉

Fox Sports lists their 10 favourite Super Bowl commercials...

“Super Bowl XLII will go down in history as a classic — for the nail-biting finish, for the enormity of the upset, for the history that didn’t happen.

“But what of Sunday’s “other” big story, the Super Bowl commercials? We saw everything from talking babies to 330-pound jockeys to internal organs giving two weeks’ notice. Which did you like? Which did you hate?

“We offer you our version of the 10 best and 10 worst commercials of Super Bowl XLII. Here are the 10 best …”

Bridgestone: Screamin' squirrelBut I can’t believe that Bridgestone’s Screamin’ squirrel did not make the cut. But then anthropomorphic animals are a sure laugh in my book.  And our kids watched this one not once but several times, so I include the link for their future enjoyment.  (I even had to download it to their Zunes…)

Enjoy your weekend.

Tags: Friday Link, commercials, humour, humor, Super Bowl.