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Subtle differences: beer, branding and a bogus resumé

May 17th, 2012 by Steve Nelson

One of my favorite ads was for Rolling Rock beer, ca 1996: "Here's to subtle differences." Rolling Rock uses slightly more malt for a little more body, a little more bite, and they're encouraging you to appreciate that the next time you imbibe. There were several versions in the campaign, but the one I found most effective was "the look":

Rolling Rock beer ad ca 1996.

You see what I mean.

The power of subtle difference came to mind in the recent scandal that lead to the resignation of Scott Thompson at Yahoo!, centering around a slightly fudged resumé.

If you ask me (and you didn't, but here you are): something subtle turned me off of the brand of Scott Thompson when I saw the picture from his Yahoo! bio page that accompanied many of the recent news stories. It was a subtle difference that affected me, as a consumer of news, as a consumer of the services and therefore the brand of Yahoo! Here it is:

Scott Thompson, former CEO of Yahoo!

If I had seen more of the official photo on the left, I might have been less unsympathetic (subtly different from "more sympathetic") to Thompson and his plight. However, I saw much more of the official photo on the right, on his Yahoo! bio page and in many of the news stories about his deceit. Do you see the difference? I do. A slight upward tilt of the head, shot from a slightly lower angle, in a classic pose of superiority, arrogance, perhaps looking down his nose at you. It's there, and in that 50 milliseconds it takes to determine a level of trust in a brand, that subtle difference made a difference to me.

This plays out every day at every touchpoint of your brand. We've done both subjective and ultra-objective testing of the many factors leading to successful web design, and it is often the most subtle differences that make or break the day.

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Reduce friction, improve response with a QR Code

April 24th, 2012 by Steve Nelson

Bishop Ranch Community sign - before and with QR CodeSometimes I just have to walk out the door to find something to blog about, in this case it's this new sign at the front gate here at Bishop Ranch 11. Can you spot the difference between the real sign (left) and the artist's conception (right). If you said "less friction, higher response rate", you are correct.

Of course, we already like our landlord on Facebook, and I am hoping for that new iPad. But if I were walking by and saw this for the first time and had to go back upstairs and type in the URL, or take my phone out and type in the URL, there's that small amount of friction, a little hurdle that might lead me to say, "later."

With the small addition of the QR Code, you can send people directly to your Facebook page and get that "Like" with a lot fewer thumbstrokes. Try it out (click on the picture to enlarge if you need to.) And while you're there, you, too, can like Bishop Ranch Community and (maybe) win an iPad!

This is an example of starting with a problem (conversion rate) and offering the right tool to solve it (QR Code). A problem in search of a solution, as opposed to the other way around (which will be the subject of an entirely different post!)

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[Get a good start on social media marketing. Download AP42's free Social Media Workbook.]

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One Question Every Creative Brief Should Have

March 8th, 2012 by Steve Nelson

AP42 creative brief

My colleague John Faville once offered, "A brief should be."  I thought of that as I was reading WOW Branding's "Logo Savvy",  where they suggest replacing the traditional creative brief in favor of ten evocative words. That is brief, and I think I'll give it a try. Hey, I'm a scientist at heart.

Until then, here's a question I suggest gets added to every creative brief template.

For existing products/services/brands/companies:

"What is the best example from your firsthand experience, from a customer you've actually talked to, that exemplifies the highest potential of your product or service in actual use." 

For new products/services/brands/companies:

"Give me the best example from your firsthand experience, from a customer you've actually talked to, of their articulated need for which your product or service is the perfect solution."

Picking the ultimate example, either of how your product has actually been used, or of an expressed need that your new product is meant to solve is important. It places the high-water mark for success, at least in your known universe. (If the gods favor you, your product will be used in even more ways than you can currently imagine!). I don't want a typical example - there are plenty of those. I want the best.

And I don't want a theoretical or hypothetical example: "It's for the busy executive getting off a plane and grabbing breakfast in one hand with their iPhone in the other, and they've now run out of hands." No, tell me about a customer you talked to, who actually used your product (if you have one) or relayed a real experience that would lead her to your product or service (if you're developing or just rolling it out.)

This keeps it real. When I was directing a group of product marketers, I was always challenging them to move away from the abstract and get concrete. No talk of "the dealers' shelves" would last very long before we'd get in the car and go find a real dealer and real shelves.  The same consideration should go into your brief. Not to design the whole campaign or product around n=1, but to know, for now, the apex of your current reality.

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AP42 Social Media Workbook – Why? (and other questions)

October 18th, 2011 by Steve Nelson

AP42 Social Media WorkbookOne of my favorite quotes I use in presentations about social media is from Jeremiah Owyang of Altimeter Group.  It's a tweet he made, so it fits nicely on one slide: "Just reviewed a customer's social strategy. Solid work: Focused on business goals, organizational readiness --not a "Twitter strategy"  He has it right; so often people want the shiny new thing without asking why, or asking a number of questions for that matter.

In my early web days a client said "We want Java on our home page."  Not "We want certain functionality or user experience on our home page," but they wanted Java, specifically because it was novel. "Why?" we asked, which led us to a better solution.  Or even worse "We want our logo done in VRML." OK, maybe that was my idea, so we can all be susceptible to answering questions nobody asked.

Yogi Berra had it right, "If you don't know where you are going, you will wind up somewhere else."

The other day we were brainstorming the opportunities to use QR codes to connect the dots between people seeing various sorts of media and an online experience. Of course, the QR code was the shiny object that caught our creative attention; and for a while they will continue to attract the curious visitors because of their novelty.  And of course we always came back to the goals, the destination, the user experience. Why would someone scan the QR code, and what would they expect to find and do at the other end?  It always comes back to the right questions.

This is why we published our AP42 Social Media Workbook in the form of six questions you should answer before setting off on your social media plans and programs. We start with Why? and move on to two forms of Who? (as in "Who are you?" and "Who are your customers?"), and on to the What? When? Where? and How? that give you insight into your business goals and organizational readiness that Jeremiah reminds you to keep focused on.

The AP42 Social Media Workbook is the first step. Following that, you'll develop a Playbook that is your bible that directs your activities - who is doing what, where, how, and on what timeline. The next step is to do it, measure it, refine it, and keep doing it all again.  Check it out - head over to our website and download the AP42 Social Media Workbook for free, or, if you're so inclined, concentrate on this shiny new QR code:

QR code link to the AP42 Social Media Workbook

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Steve Jobs at NeXT: Apple’s Government in Exile

October 10th, 2011 by Steve Nelson
Steve Jobs courtesy Wikipedia

Steve Jobs

As I was reflecting on the death of Steve Jobs, I thought back to the impact Apple had on my career, and my one encounter with Steve Jobs. Much of the coverage of his life and death focused on Steve starting Apple in a garage, making it a huge success, and turning over the reins a month before his death. Though of course it is included, the 12 years from 1985 to 1997 when Steve Jobs was not at Apple are as significant a part of Apple’s history as what was going on at Apple. It made me realize that Steve Jobs at NeXT was in essence Apple’s government in exile, a shadow government whose parallel efforts, once rejoined with Apple, allowed something to happen that may not have happened had Jobs stayed at Apple for the duration.

I developed products for the Macintosh from 1985 to 1993. At Kinetics, we launched the first practical product to connect the Mac to the Internet (yes, there was an Internet back then, folks). By the time we started Kinetics, Jobs was out at Apple and by the time we shipped our first product, he had started NeXT (one of our first customers, by the way).  He would not return until 1997, and in the meantime Apple continued to develop inspired products with loyal customers and remarkable marketing. I stayed close to the company, and as Kinetics became part of Excelan we continued to integrate Mac computers into the mainstream.

My one meeting with Steve Jobs was at the NeXt announcement (and some phone calls leading up to it) to see what the combined Kinetics and Excelan team could do for NeXT.  Given that the NeXT computer had built-in everything that Kinetics and Excelan were adding on to everyone else’s computers, we all realized that there wasn’t much to do. NeXT gave us a nice cube to play with just in case we got clever, but that was it.  We went on to join up with Novell, and integrating NeXT into the multiprotocol NetWare environment made sense, so we kept our connection going.

NeXT cube

NeXT cube

We kept working with Apple, as well, on projects such as Star Trek (joint Intel+Novell+Apple effort to put the MacOS on the Intel platform) and OpenDoc, while Apple was losing its edge and its way, replacing Sculley with Spindler and Spindler with Amelio. The MacOS was running out of steam relative to new operating systems, and having a harder time competing with Windows as well as threats from more capable operating systems like OS/2 and Unix as packaged by vendors such as Sun.

Meanwhile, Steve Jobs at NeXT continued to develop its technology, initially as a high-end workstation of hardware and software, but ultimately the software that could be used to combine a powerful operating system with a user experience layer.  By the time Amelio at Apple needed a fix for the future, it was already there in NeXTSTEP and OPENSTEP. Amelio’s best idea at Apple also presaged it as his last. He hired Steve Jobs back.

OPENSTEP became OS X, and continued to become iOS. It allowed the Mac to survive into relevance into the new century. It made the Mac the computer of choice, and especially the notebook of choice, for many Unix-based developers who were developing a new generation of Internet-integrated platforms, interfaces, and applications. It allowed Apple to develop the iPod, iPhone, iPad and revolutionize multiple industries, to make the new century truly a new century.

What would have happened had Steve Jobs not been able to develop this platform at NeXT, unencumbered by the large organization and market responsibilities of a well-established Apple? Could he have done it there? Maybe. If he had not gone on to develop this at NeXT, where would Apple have turned in 1997 after abandoning its in-house efforts. Who knows? BeOS?  My guess is that Apple would have been bought by HP.

But it didn’t happen that way. Steve Jobs went to NeXT, did what he did, came back, and here we are.  I spent most of my time on the Apple side of that parallel path, but it’s good to see clearly that both paths led to what we know as Apple today.

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QR Code Pancake

November 22nd, 2010 by Steve Nelson


Gary forwarded me the Neatorama story of the QR code pancake cooked up at a hacker competition. Trouble was, the picture was not so conducive to scanning, so Gary challenged me to fiddle with it. A little Photoshop over breakfast this morning, and success. It scanned with QuickMark on my Nexus One.

We've been playing with QR codes at AP42 lately, but this one is just making me hungry.

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Quickie Heuristics on Web Site Design

May 18th, 2010 by Steve Nelson

David Burk pointed at this article on how to critique a web site in 30 seconds or less. Everyone should have a go of this with their own sites, and in fact given its simplicity and the fact that you can do the evaluation in 30 seconds, get in the habit of looking at all sites you visit this way.

I've always used my 10/30/90 second test for web sites (yeah, I know, it takes an extra minute!)

In 10 seconds do you know if you're at the right page? Easy in concept, but not always well executed. In fact, if it takes longer than 10 seconds to load a Flash intro and start playing it and you still don't know if you're at the right place, this test fails. If you're looking for one of the many companies called AT&T, do you know you're at the right one?

In 30 seconds do you know the basic offering of the site and have a quick model of if it applies to you. If it's a software company, do you know, in general what it does, and if it may fill your need. Note I'm saying "basic", "quick", "in general" and "may". That should help you come up to a quick "yes" or "no", and leave "I don't know" behind.

In 90 seconds you should have a basic plan for how you are going to engage with this site to fulfill your tasks. It may take longer to complete the tasks, but you should know if you are going to browse, read, contact, download, watch, evaluate, compare, decide, and how you might go about doing that. E.g: "I'm going to search for products meeting my criteria, compare options, and find an online reseller." If you can't form a plan in 90 seconds, something's wrong.

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