Top 6 Ways Young Tech Companies Are Changing The Way We Do Business

Things are changing around us everyday.  Sometimes it seems as though it is at breakneck speed and tough to keep up.  Things we dreamed of as kids watching shows like Start Trek, Buck Rogers, the Jetsons, etc. seem as though they are reality today.  People starting cars from their phones.  Taking a picture and sharing and sharing it with friends and family thousands of miles away within seconds.  So forth an so on.  A lot of these innovations and progress are coming from young companies and startups that are fearless and have vision that is truly inspiring.  Let's a take a look at 5 ways these innovators are changing the world and business:

1. Everyone is the R and D Department - Open source mainly used in the tech world is a term in which everyone has access to the end-user code.  The Android operating system is a great example here.  Typically in the tech world the software a company produces and the coding have been it's 'secret sauce'. Microsoft, Apple, etc. are all closed.  You have a smaller group of select people with access to develop further products.  In the open source world, anyone can develop.  In this environment you get products coming faster and sometimes better.  The Android OS showing up on phones and mobile devices (including e-readers) all over has allowed many companies to use the code to develop new products and customize the system so it is unique to their product.  The Nook Color, for example, is an Android OS built ereader.  But the interface looks different than other Android devices.  The product is easily updated, the company gets a larger pool of people to draw from in terms of developers, so forth and so on.  Companies like Google and Mozilla have been huge advocates for open source and have benefited a great deal from it while providing users with great products.  Some companies have taken this to another level soliciting ideas for designs directly from the public.  Car designs, fashions, so forth and so on.
2. The ad game - Since things like radios and TV's came out the ad game hasn't changed very much.  Users were forced to listen or watch an ad about a product or service.  It was this 'sign' in front of as many viewers as possible approach.  The problems with that approach are over time, human conditioning learns to "tune it out" and we become numb to it.  Likewise, companies could never really know the effectiveness of the ad.  Did it in fact impact their business?  Advertising on the web first started with the same approach, but then Google changed the game dramatically with pay-per-click and relevancy.  The Google method was small ads which were relevant to the content on the site (therefore relevant to the visitor) and the advertiser paid when visitor clicked the ad.  The site owner benefits, Google benefits, and the advertiser benefits by seeing real data to make decisions.  Just a few years later, that concept is being expanded upon with great benefits to everyone.  Ads in mobile devices which allows developers an income to continue to develop great new applications, ads that are more informative, so forth and so on.  Likewise, companies like Groupon have taken the coupon ad idea to a whole new level.  Who'd have ever thought people would pay to save?  Well, they did and with huge success.  And nobody gets the deal until enough people sign up.  Genius!  The coupon is changed forever!
3. Customer relations is about engagement - The age-old saying in the customer service world is that if people are upset with your company, they will tell 11 people.  Some companies found out the hard way that the number is actually far higher as things like Facebook and Twitter took hold.  Some companies even tried suing Facebook users with cease and desist orders who spoke negatively about their company.  As you can guess, that didn't go so well.  Companies are finding that the best method of customer relations is to insert yourself into the conversation.  As Mark Zuckerberg found, people are inherently advertising for companies anyway through the things we share (i.e. product likes, experiences, so forth and so on).  Therefore, companies that are truly engaging in the conversations are advertising while executing and improving their customer relations at the same time.  Typically two things handled by two entirely separate departments.
4. The customer's voice is much louder - The whole legal battle that went on with Napster I've always viewed this as the biggest consumer outcry against an industry in my lifetime.  People were "screaming" at the music industry to let them get the product they way they wanted to get it.  The good majority of people didn't want the product for free.  They were willing to pay for it, but the industry wouldn't offer it that way.  They invested millions in trying to stop digitized music to the extent of suing their own customers. In the end who won?  The customer and . . . Apple.  The music industry and music sellers never took the time to develop how to deliver digital music themselves and thus have been forced to turn that over to other companies.  Interestingly enough, the book sellers seemingly learned from this.  Booksellers saw the trend, heard the customer, and developed ways to deliver digital books to customers themselves today.  The movie industry on the other hand is still going the music industry route and trying to block digital and streaming movies at all costs.  Go figure.
5. Competitors are partners - I love this one and know this idea drives long-term managers crazy.  Traditionally you share nothing with your competition because they might steal your idea.  When the iPhone and iPod Touch came out and opened the doorway for apps, the floodgates opened up in terms of possibilities and realities.  Unlike the development of large scale software packages that were limited in terms of uses and getting distributed to the masses, apps can be developed at much lower costs with a huge distribution system to users.  Not only do the users gain powerful ways to do things, Apple and the developers both benefit as more of a "partnership" style relationship.  Other models even have startup groups working in shared space sometimes sharing ideas.  Old school business managers cringe over this, because traditionally we have always kept our ideas secret for competitive reasons.  Granted you don't share out everything, but these types of environments can be very rewarding for those starting out and overcoming small hurdles at times.  
6. For the first time, we can reduce costs AND improve services.  We all know the "cutting" things in workplaces.  Every time we hear it . . . stress rolls in.  Why?  Because we know either we're going or our jobs are going to get all that much more difficult.  Small businesses today can automate and streamline a great deal of their administrative functions to dramatically reduce costs while increasing levels of service at the same time.  A simple example is almost eliminating the need for faxing and/or mailing by using email and attachments.  The delivery is quicker and cleaner, and far less expensive.  Tablets and other mobile devices allow companies to go virtually paperless and can even reduce billing through mobile pay services.  Easier for the customer, quicker payment, and reduced billing costs.  

It's an exciting time right now in the business world.  Tech in business should always be viewed as tools and as an investment.  The tech tools available today are great investments that are allowing businesses to operate and provide services like never before.  They may seem contrary to what we are comfortable with, but I guarantee that if you truly open your mind a bit and look at the options before you . . . all those things you wish you could do before, you can do today.  Well, except for beam yourself to work which I am still waiting for that app.  

Top 5 Tech Mistakes Organizations Make Today

Technology is not only changing individual lives with things like social networking, social media, mobile apps, etc.; it's been seeping into companies and organizations more and more.  Some companies and organizations have been slow to adopt beneficial services while others seem to be fully engaged.  Some employees and members even find themselves frustrated when they see the benefits of trying out a new tech idea, but the response is dismissed because leaders are not understanding the services.  Here's some of the common mistakes companies and organizations make today in regards to technology and how to avoid them.

1. "It's too expensive and we just don't have the funds for that." - Many of the tech things that are providing huge payoffs actually cost very little (or nothing at all), use existing equipment, and increase revenue.  In the past, yes, most tech initiatives could be very costly in terms of equipment and/or software. Take for example creating a Facebook page for your organization; it's free, easy to maintain, and when done correctly can increase exposure to your brand.  And . . . all you need is an internet connection.
2. "We have seen others run into issues and we need to develop clear policies first." - Here's the funny thing about the 'policy' issue, the policies most often already exist within these companies and organizations but they just don't see it.  These are your organization property policies and public relations policies.  Whether it's physical equipment, a website, a social networking service, social media . . . those same policies apply.  All of those things are property of the organization of the company and you simply need to tweak the policy to include digital media.  The issues many organizations run into are because the internet is regarded as something entirely different.  Stop thinking that way.  If an employee plasters all over their social networking profile or blog that they work for a company or organization and are constantly misrepresenting the organization through false or derogatory information publicly, they can be held accountable.  Likewise, using the company's email system and the address provided is not considered an invasion of privacy if the company checks those messages and it's use.  That email address and the system it the messages travel through are property of the company.
3. "Things can go viral these days." - Yes they can!  The marketing term 'viral' sounds negative because it derives from the behavior of viruses in terms of the ability to spread quickly.  Yes, you can spread a negative message very quickly.  BUT you can also spread a positive message very quickly.  Viral can be a very very good thing.  If you are focused on your mission and sending out messages that provide beneficial services, you want it to go 'viral'.  Why wouldn't you?  This comes down to a fear, and allowing fear to guide your decisions is a great way to be unsuccessful.  It's like launching a great new product but not wanting to tell anybody because someone might use it and sue you.  Sounds silly right? That's because it is, but it's the same way people are approaching the concept of 'viral' on the internet today.
4. "Nobody's doing that other than kids." - I particularly love this one.  This total denial of what real customers and the adult public is actually doing.  Let's take Facebook for example.  They currently have 500 million  users in the world and 200 million of those use the service on mobile devices (according to Facebook).  Over 60% of users are over the age of 25 according to CheckFaceBook.com in the US alone which has about 1.5 million users.  Likewise, companies are seeing huge traffic generated from promotions through services like Groupon.   Barnes and Noble just launched a Groupon in which you pay $10 and get a $20 e-gift certificate to use in store or online.  The Jacksonville and Daytona areas saw about 3,000 participants combined and major cities such as New York City and Philadelphia saw as much as 22,000+ participants in each city. 
5. "It's just a fad." - Some tech things have been 'fads' in the past.  Google searches were considered to be a 'fad'.  eBooks initially were considered to be a 'fad' over 10 years ago.  The difference today in the explosion that we are seeing with tech developments is that they are taking hold beyond being a 'fad' because the infrastructure is now in place to make these developments mainstream.  With things like readily available WiFi and cellular data transmissions, connections are no longer tethering users to their wall in their home.  Doing the things that were spoken about just 10 years ago but were difficult are now easy and becoming mainstream.  Want an eBook?  Simply shop on an eReader or mobile app, select your ebook, and download it immediately. Yes, some things will be 'just a fad' as they always have in society.  But be careful not to confuse fads with things that are truly taking hold as long-term consumer behaviors and demands.  Likewise, so as not to get caught off-guard later like many have today; look at those teen and young-adult generations because they are the next generations of large consumers that these tech things are normal parts of their live.  Yes, I'm of the generation that can say we didn't have the internet when I was in college or we had to watch things at the time they were one TV on one of the 6 channels we had or that we had phones tethered to our wall in our house for phone calls.

I find many of these items usually come up as a means for the person whatever tech initiative is being presented to is somewhat embarrassed to say they do not understand.  When it comes to tech these days, be open-minded at all times and never be afraid to say 'I don't understand' and ask for clarification.  I can tell you first hand that many tech professionals have a difficult time explaining in layman's terms.  They speak in languages they know.  It's important for presenters to make connections to what people already know.  For example, Groupon is like finding out about a great coupon deal and calling your friends to tell them to check their papers for it.  Only instead of getting the 'coupon' offer from the newspaper, you 'clip it' from the website by signing up and it's delivered to your email box.  You can also tell all of your friends very easily by sharing it on Facebook, Twitter, or email rather than making a bunch of phone calls.  QR Codes are the same as putting a link on a website for people to click.  The difference is they scan the code with their phone's camera using an app that directs them where/whatever the QR code is generated to do.  

Have fun.  What tech initiatives are you considering but just not understanding?

Generation Challenges With Tech In Business & Organizations

As I get older and get involved with different groups, I began noticing barriers that seemed to be coming up with different generations when approaching various issues or projects. When they were questioning 'why?' I seemed to always be asking 'why not?' Or when direction is given, asking "Why are we doing that?"

I've found is not always a question that is very welcomed from older generations. The response is usually, "Just do it." None of what I discuss here is meant to be negative either, but there are notable differences in attitudes and approaches from varying generations and many others are noticing this as well. In particular, the 'Baby Boomers' and Generation X'ers. This can often result in 'butting of heads', slow progress, and can cause real missed opportunities for businesses and organizations.

The Generations

1. Baby Boomers - This group is comprised of people born primarily between 1946 and 1964. This group grew up in a time of dramatic social change (but slow growth in technological and information innovation) and a time where questioning authority was not always very acceptable.
   
2. Generation X - This group is where I fall in, and are primarily those born between 1965 to 1970'ish. We tend to question everything and we like to 'explore' things. We grew up with a great deal of technological advancements and tend to welcome new technologies and change.

The Issues That Result

It might not seem like much between the two generations in terms of differing perspectives, but when it comes to advancements you'll often find the the Boomers wanting to stick to 'the way it's always been' and the 'X'ers' proposing 'That doesn't make sense anymore. Why not try this?' This is where the dialogue often just crumbles to the floor and things go no where. If you don't believe me, try proposing the use of FourSquare to promote your business to your boss who is a 'Baby Boomer' and see how that goes over. You'll most likely get the response of "People aren't going to announce where they are at."  Or try suggesting the use of a Facebook Page in addition to your existing Call Center.  The response will most likely be something like, "Well, we have the Call Center and it works just fine."  

The problem in both scenarios above is that real opportunities to improve and save are being missed.  Both are low-cost opportunities that can provide real payoffs.  Not trying is simply a missed opportunity with little or no risk.  The proverbial "Nothing to lose" scenarios.  Unfortunately, the conversations usually end and nothing happens.

How To Overcome The Differing Views

• Be empathetic.  Often times when you 'boil it down', the issue is empathy on both sides.  There is value from both perspectives. "What has always been" can have real weight to it, and just because it's 'traditional' doesn't mean it should be dismissed.  For example, abandoning print advertising that is still generating business and continues to be an investment for online only advertising would be pointless but many insist on this route.  Rather than proposing to 'fix what isn't broken', propose enhancing your ad efforts and adding an online effort that would open new channels and reach a wider customer base. 
  
• Propose items in ways people already understand.  Everything that is done through technology is an enhancement to the way in which we have always done things.  Social networking efforts for a business are essentially like setting up a permanent booth in the largest 24/7 'convention center' ever imagined.
  
• Get the facts and show the data.  Presenting Facebook Pages, use of FourSquare, Twitter, etc. just because others saw success or 'everyone's doing it' (sound familiar from school days?) will probably get you no where.  Show the value in data, the manner in which it would enhance your efforts, and the revenue opportunities.  Real world tests beforehand and showing the results are definitely worthwhile.
  
• Know the barriers that presently exist and present the technology as the solution that it is. 
  
• Be willing to compromise and willing to wait.  Some ideas with the use of tech can be so overwhelming that a 'wall' immediately goes up and the idea goes no where in terms of approval.  It doesn't mean it's 'dead'.  The solutions that the tech provides to the barriers that exist will continue which means as those barriers surface later it will provide an opportunity to revisit your original idea.

What generation barriers have you encountered and how do you overcome them?

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by Brad West: Originally from Southern NJ and Central PA, Brad moved to Palm Coast in 2004 with his family. He has over 15 years of retail management and is currently a manager with Barnes & Noble in St. Augustine. He also assists his wife Kathleen (Realtor with Trademark Realty Group of PC) with her Real Estate business performing a variety of duties such as website design and maintenance for PalmCoastHomeShow.com, as well as marketing and advertising, and operations.   You can find Brad on twitter: @bwest2

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Is Technology and Online Social Networks Making us Less Social?

I was scanning through a local forum the other day and came across a topic header which posed the question of whether technology was making us less social?  It's a great question to ask.  Some of the responses spoke of preferences for people to want to receive text messages rather than phone calls, reduced customer service, so forth an so on.  In all honesty, there really isn't a viable means to actually measure this question and the idea of 'less social' is purely speculative in my opinion.  The better questions are whether technology is increasing our interactions and how is that changing.

The truth is that interactions online are actually measurable and there is very interesting data that is available.  Of the roughly 137 million users in US (roughly 500 million worldwide) on Facebook alone, statistics show that users typically stop by daily.  One of the biggest components to any of these services (i.e. Facebook, Twitter, Foursquare, etc.) is the ability to 'share' information with others in real-time.  We are seeing this component built in more and more to things we use everyday such as smartphones (iPhone, Droids, Palm OS, etc.), ereaders (Kindle, Nookcolor), even our TV's and Blu-ray players.  If I see a news article on my phone, I can easily share that with others with a tap of the screen.  I can even share photos at Disney to others immediately while at the park which I actually did recently.  I can easily rate Netflix movies on my blu-ray player instantly letting others know my recommendations.  And the list goes on and on.  So, if anything, my 'interactions' have actually increased.  In the past, doing any of this would have required me to either get on the phone or tell the person the next time I saw them which would have most likely been forgotten by then.

Then there is the business world.  This is the area where I see huge advances in improvements to serving customers through technology.  One of the things I hate to do is call the customer service line and tediously navigate through the labyrinth  of menus or wait on hold forever.  Now there are online chat options for support.  I love this when I need a question answered in most cases.  For technical support questions not only can I have a print out of the steps I might need to correct the issue, but I can share better detailed information for the support person.  There are usually far less delays in getting someone as well.  Likewise, support forums users provide their experiences, issues, and resolutions which provides a great way to find resolutions.  In these cases you've now taken the 'support' department and expanded it by empowering users to share their findings with others. 

Are there 'pitfalls' in the way in which some use technology which reduces their physical interactions with others?  Absolutely.  One of the biggest problems I see being the reason is the lack of properly educating people on how to properly use these new tools.  We've all just been left to 'figure it out', and the most important places to incorporate these tools and teach young people which is schools; often shy away from these tools and incorporating them into daily education mostly due to fear of misuse and understanding at the educator level.  Take for example email.  Every student in school today will undoubtedly be using email within their jobs in the future.  Where do they learn to use email?  Either at home by just being given an account with little or no direction at all in proper use or nowhere.  Why don't students have school provided email accounts?  The benefits are enormous and better prepares students for the future by properly teaching them to use organization provided email.  You actually don't even need much today to put this in place.  If it is a financial issue and one had to choose between a TV and a computer (most have them) and internet (about $30/month), take the computer and internet.  The information and uses are far superior.  In fact, schools can provide this today for next near nothing through services like Google Apps for Education.  Ok, enough of my education rant.

The other issue I often see is that we view the online world as something entirely different and over-consumption can in fact cause people to become 'disconnected'.  Take video games for example.  It's very cool that I can play a game with others all over the world at the same time.  But playing the same violent game for hours and days on end can cause people to become disconnected to the reality of the harm they can cause others.  So should parents monitor and place boundaries on video game play?  Absolutely, and they should also reinforce the values of treating others with respect. 

Granted, just like any technology tool; people will use them improperly and inappropriately.  It's almost tradition around this time of year for someone to sit on the copy machine at the office party isn't it?  Someone will undoubtedly post something online that may hurt another, but haven't hand-passed notes done the same in the past?  The truth is that they have.  So the technology isn't the issue but rather just common breakdowns in making good social decisions.

How is technology improving your interactions in personal or business life?