Ian M Rountree

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Looking Forward

January 6, 2010 by Ian 10 Comments

It’s amazing to see how the paradigm shifts after an arbitrary date.

At the end of December, there were too many “Best of” and “A look back on” the previous decade stories to count. I tried to be forward looking; it appears I was ahead of my time. The tide turned, and some people are doing some rally brilliant things relating to moving forward, making headway. Here are a few I thought were worth sharing:

Mark Dykeman, always a source of poignant points, ambitiously aggregated a massive dose of advice a few days ago about “How to do work better in 2010” – and, I have to admit, I’m busting at the seams with glee that I made the cut. I’m about halfway down, somewhere between Seth Godin and Chris Brogan (though that sounds intensely high-handed) – absolutely worth a look, very snackable and, to the point, useful perspective. Some god action in the comments, too.

The always pragmatic Justin Kownacki put together a list of “10 tips for making new year’s resolutions you might actually keep” as a reminder to keep doing what you’re doing and improve my increments in a way that is consistent with your own highest good. Number five on the list is my favorite.

The world’s Strongest Librarian, Josh Hanagarne, shot for a goal a bit too early in the year. But we’re all sure he’ll keep after it; more proof that this is a “perseverance” year.

On the design side, The UX Booth has an interesting post from David Leggett about resolutions for bloggers which should deffinately be listened to. Especially for those of us working at creating a better in-site experience for our readers – especially with what Google has in store for SEO in the next little while.

There are a number of great posts detailing action words for the year. Chris Brogan had his Three Words up a few days ago, and Amber Naslund at the Altitude Branding blog did a Four Words post in the same vein. I like the idea – I’m not doing it this year, but might consider it for 2011.

Yes, I’m looking that far ahead. Are you? Why not?

Filed Under: Blog Tagged With: 2010, 2011, amber naslund, ambition, best of, chris brogan, david leggett, design, forward thinking, improvements, josh hanagarne, justin kownacki, looking forward, mark dykeman, rebranding, resolutions, the future

you can’t tell me this doesn’t mean something

January 1, 2010 by Ian 29 Comments

Every so often, some luddite troll pops up and barks about how relationships formed on the internet don’t mean anything. I need you to not believe them. Why? Well, I have a story to tell you.

I’m very good at forming relationships online. Having read Malcolm Gladwell’s Outliers this month, I did some quick math. Gladwell asserts that to be an expert at something you need to accumulate ten thousand hours working at it in a concerted manner. I’ve said before that I’ve been online for nearly half my life. Much of this, between 1999 and 2003, was spent developing, maintaining and curating a freely built, all-players-included rule free fantasy fiction universe. Four years. Given that I graduated High School in 2001 and spent the next two years doing nothing but building this world for ten to sixteen hours a day, I think it’s safe to say I know what I’m talking about. Ten thousand hours happens when you’re working eight hours a day, five days per week. At this point, I expect I’m nearing a hundred thousand hours actively cultivating my environment online. I’ve made a lot of friends.

I nearly proposed to a girl I met online. My co-author for The Dowager Shadow, who lives in England and who I’ve never met (yet) naturally, met me online. I’d met more people from this roleplay during it’s golden age than I had in most of the last two years of school. From this group of people, one family really stood out.

When I needed to escape from a very bad life situation in the summer of 2003, one of my friends – a New Yorker living in Windsor, Ontario at the time, named Dave – offered to take me in. I flew down. Lived there for six months while the fallout happened. Dave moved back to New York, I ended up bringing our other roommate home to Manitoba. That didn’t go so well. But I kept up with Dave afterward.

Dave got married just over a year after – in May of 2005, just after I met my wife – to another roleplayer whom he had met over the summer, a wonderful, vivacious woman named Blythe. She was one of the crowd who came up after Dave and I (to be fair, Dave was there before I was) so much of my getting to know her happened after their wedding, which I missed, because I couldn’t get time off work to fly down.

There was some really pure magic with Dave and Blythe. They fit, the way movies tell you you’re supposed to fit. They had passion, they were similar. Breathtaking to listen to; enriching each others lives in every way possible.

They have two sons. Who don’t have a mother now. Blythe passed away on the 30th of December – complications following a surgery. Suddenly. Unexpectedly. And completely ruinous to hear about.

I heard about this through Facebook. By the end of the day, on the 31st, I had a candle lit, had spoken to Dave on the phone, and had spent the better part of half an hour crying with my wife – who had never met Blythe either, but knew her none the less, because of me, and because of Dave. I wasn’t up late last night to mind the passing of the year; I spent three hours in bed, tending a set of candles and holding a private vigil. The first thing I did when I woke up this morning was light the white candle again – which burned straight through brunch and finally let itself our with more than a half hour of smouldering around four this afternoon.

I hadn’t ever met Blythe in person. How much does this matter? We can talk and talk about relationships and ephemera, but there’s a simple truth behind all of this. I – and others who live in the cloud – let into our lives people who we, under other circumstances, would never have been exposed to. Some of us form friendships that last for years, even decades – I’ve known Dave ten years, now. Some of us nearly propose to what people lacking this avenue of connection would call axe murderers or complete strangers.

Some of us get married, have children, and spend long periods of time happy in spite of everything the world can throw at us. Some of us, eventually, find ourselves shedding tears and sitting in speechless agony because, as connected as we can become, very little can change the fact that I can’t fly to New York and help Dave and his sons through this. One of my three or four best friends, in the world, is in the biggest pain he’ll ever experience and I can’t do anything.

But I can do something. I can tell you this story, and hope that you’ll light a candle for Blythe and Dave and their sons. I can hope that you take yourself, and your connections more seriously. If you allow it, foster it, there are so many sources of connection – to so many people so like you you’d barely believe it. If you allow it, some day you’ll light a candle for a friend you can’t be near enough to hug.

There’s pain in this. This connection and distance. Without this connection, Dave wouldn’t have had such a beautiful life for the last five and more years. Without it, I wouldn’t likely be alive, because I wouldn’t have known Dave, and he couldn’t have made the offer that saved me.

Without this connection and distance, I couldn’t tell you how much impact Blythe’s passing is having on me and my family, none of whom ever met her, and only one of whom met Dave.

I love my friends. I do everything I can for them, including trying, as hard as I can to make you notice, because someone should. Everyone should. Everyone needs someone in their lives like Blythe was for Dave.

Think about that for a few minutes. I’m going to go light another candle for the evening.

Update, January 3rd 2010: While I’m aware this is entirely unrelated, it’s reassuring to see that the idea of concerted connection is making itself known about the web. Chris Brogan made a post today about “Emotions at a Distance” that echoes the intention of this one; take the human connection seriously.

Update, April 18th 2010: It’s been a while since I checked in on this, but it’s worth mentioning. David is getting on alright. So am I. Surprisingly, we just spoke about getting some of the creative work from the old gold game up online. I’ll update with that more later. Keep taking your connections seriously.

Filed Under: Blog Tagged With: alamak, chris brogan, distance, dowager shadow, farewells, gifts, gladwell, history lessons, outliers, roleplay, rp, the internet, updated, winds of change, woc

The Worst Attitude For Customer Service

December 30, 2009 by Ian 1 Comment

“You can’t please everybody.”

While it is possible to commit no errors and still lose sometimes, believing any variant of “can’t please everybody” instantly ruins any customer interaction you’ll ever have, because you’re leaving room for the possibility of a less than perfect experience.

I say this is the worst for customer service, because it’s not specific to any given industry. No matter who you are, in what locale or business, you have customers. Sometimes it may not feel this way – especially if you’re behind the scenes, doing IT or intra-business support, but the only thing that changes here is the terminology, not the process. Sometimes your boss is your customer; this comes back to the difference between bringing a service to market or a product. Which you’re focused on determines the terminology, but the same remains, if you leave any room for less-than-awesome, you’re leaving room for failure.

I suspect this is an area where just about every business on the planet can use some improvement. And people as well; while we want to participate in our brands more than ever, compromise is a necessity. People are, in general, more tolerant than we give them credit for, if we give them the right, valid information in a timely manner.

It takes a little practice, but consider it this way: When someone says “Thank You,” how do you respond? Do you say “You’re Welcome” because you’re happy to have helped?
Or do you respond “No Problem” and run the risk of diminishing their experience because, in effect, you’re claiming it was worth so little of your time it’s had no effect on your day?

Employing the “Can’t please everybody” defence when you’ve failed may be strict truth, but it also removes the responsibility from your own shoulders. It means you’re unwilling to do the work and find the root of the problem.

And while walking away from the right wasting efforts is sometimes a good idea, the Walk Away Now philosophy is NOT (Say it with me, N O T) intended to be employed without any effort to learn why whatever it is you’re walking away from was a bad idea at the moment anyway.

Filed Under: Blog Tagged With: chris brogan, customer service, follow-the-linker, for-your-boss, reaction

Personality Thieves – The War for the Identities of the Internet

December 23, 2009 by Ian 4 Comments

Big Ass Feed Icon
photo by Danny Sullivan

Robert Scoble posted an interesting discussion topic on his Facebook wall, asking the deceptively simple question: Who will win the Identity war in 2010?

The question was asked with specificity towards tech platforms, like Twitter, Facebook, Google and so on, but it’s an important question to ask of ourselves: to whom are we giving the leverage of our primary identification on the web?

Like a lot of others who are best suited to interface, I’m an adaptable person. This is both a great help in my work, and a hindrance with my friends for one simple reason; when I spend time with you, I’m going to start to sound like you. If I spend an evening watching QI, I have a flare-up of British in my speech. If I spend too much time reading Justin Kownacki, I get ornery. Too much Seth Godin and I fall afoul of sweeping inspirational pessimism. I’ve been accused of having a weak identity, but I don’t think that’s it, primarily because I’m not alone in this behaviour; I just happen to display it as a very visible means of communication. I’m in the habit not only of speaking your language, but speaking your accent as well.

Identity is a touchy subject for a lot of people. We like to be ourselves, but easily fall afoul of pop culture epidemics. Every teenager falls into a category during high school – those who try not to get branded as “outsiders” by their peers, which makes demarcation an impossible process to avoid; it only goes away when everyone stops participating, and it’s not human nature to remain intentionally ambiguous. Social networks make this even more difficult to avoid – Twitter has lists, Facebook has the friend system, as do so many other networks. It’s not a bad thing, but as with so much else, awareness is the key to safe navigation.

The idea of identity, of finding peers to connect with, is so easy to reconcile with our daily lives that technology has adapted it as a mode of operation – we can’t ignore this. Peer to Peer filesharing. Friends lists. Contact lists, address books, RSS feeds, folders, libraries, right down to the DLLs that run your computer programs. Grouping is everywhere. And because it’s everywhere, it’s possible to manipulate.

I recently read an article on Brad J Ward’s blog from last year about “FacebookGate” where a group had severely infiltrated student-run graduation groups for various schools – for who knows what purpose. Perhaps data mining. Maybe stalking. It doesn’t matter. What matters is this event as a demonstration of the very demarcation we use to identify ourselves being used for purposes we did not choose when we claimed the label in the first place.

It gets worse: Over the last month I’ve seen both Chris Brogan and Amber Naslund suffer outright plagiarism. Brogan’s world saw a hack marketing an eBook made out of a collection of Chris’ blog posts. Naslund had a blog post ripped right from her site and posted, no claim of attribution whatsoever, on another site. This goes beyond casual emulation for the sake of communication; this is outright personality theft.

So how does this apply to technology as a communicative and cultural force? In practice. I make a habit of signing up for every social networking site I can lay my greedy hands on, whether I’m aiming to use it or not. I’ve been trying to snap up my own names as a username for the last three months as well, for branding purposes, it just makes sense. Now, think about that for a second. Think about what I just said.

Branding purposes.

Sounds funny, doesn’t it? We talk about personal branding all the time, but it’s always as an external force, information we’re carefully aligning outside ourselves on networks, website after website, trying to make a name for ourselves. We get annoyed if our names are already taken, but how do we fight back? Not by making a mass acceptance of the fact that our personal brands are facets of our identity – that would be silly, applying a business term to ourselves – but rather by setting up “Verified Accounts” and other measures to make sure the people represented by certain usernames really are themselves. It’s a good thing, but it’s still external.

Scoble’s question about who will win the identity war this year – and it will be this year, it has to be, or it will never come – is a big one. I answered by asserting that it won’t be the creation of utility that wins. If we’re looking for utility we already have a mesh of social networks for that. Facebook for friend gathering Twitter for grapeshot conversation, LiveFyre for in-depth enquiry. FourSquare and Gowalla for relational location. We build our online identities out of these things, among many others (personally branded websites, I’m aware, are a big deal as well. I’ve got mine, did you get yours?) and often forget that the idea of identity is more about accessibility than it is about utility. We use these networks to get our words out to others, to track interest in what we say based on how, when, and how loud we say it.

Whatever wins the identity war will provide the greatest power of accessibility and cross-feeding to the largest number of people with the least amount of hassle. Google’s profiles are a great start, but it’s not quite enough. If I know El Goog half as well as I hallucinate that I do, they’ll improve it; I can see the potential there for the perfect outward-facing home base meshed with the ultimate inward-facing dashboard. I wonder if they do, too.

Maybe it won’t be Google. Maybe it’ll be something, or someone else that brings up that killer app.

I just can’t wait to use it once it’s there.

Filed Under: Blog Tagged With: amber naslund, bloody-mindedness, brad j ward, chris brogan, el goog, Facebook, foursquare, google, gowalla, identity, justin kownacki, livefyre, QI, robert scoble, scobleized, seth godin, social-networks, sociology, stephen fry, twitter

The On-Foot Commute – Paying Attention

November 2, 2009 by Ian Leave a Comment

Chris Brogan’s Overnight Success series mentions replenishing in post seven,and it made me think of why I like walking to work so much. Thought I’d share. I apologize in advance for the excessive background noise, this was recorded on a Canon Elph SD1100, far from a professional grade camera.

I’ve never recorded a video before in my life. Don’t think at me in that tone of voice.

Filed Under: Personal Tagged With: chris brogan, youtube

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