Mobile Strategy » Value

Mobile Customer Advocates

Jose HC — Fri, 23 Jul 2010 20:37:10 +0000

Time and time again I see one thing being overlooked in mobile.

Can you venture a guess?

Would you believe that organizations actually forget about the mobile user and the mobile experience somewhere between concept and implementation? This is not done on purpose or through some evil plot from the tethered zombies. It just happens.

Ideally a mobile project stems from a carefully thought out mobile strategy which began (hopefully) by asking relevant questions that revolved around the mobile user. Your mobile strategy is an extension of you, your brand, your products, your image, your reputation and even your people. It reflects you. It represents you. It is you.

But a lot can happen from mobile strategy… to mobile project… to mobile implementation (or mobile strategy execution).

Many times the mobile user is forgotten during those deep dive architecture sessions. As we talk about business requirements and time to market we forget to stop and ask the question: how is this decision going to impact the person we are doing this for? Does this impact the mobile experience? If the answer no… then great! Move on. If the answer is yes… then let’s at least talk about it.

It is almost as if someone should be present at every meeting representing your customer. Your mobile customer. You are doing this for him or her… why not have them integrated into your process? Of course I am not talking about just anyone off the street, but someone who will stubbornly represent the customer for whom you are doing this. Someone with a mobile angle and deep mobile user experience who will ask those sometimes forgotten questions. Let’s call these people (for lack of a better term) – mobile customer advocates.

If you are a small and nimble mobile development shop you don’t have this problem. You don’t have to read this (in fact go away). But if you are a large enterprise executing a mobile strategy make sure you don’t drop the mobile user from the project plan at any point.

But the business represents the customer you say? Yes … and no. Remember that your business units already have a full time role and are busy with their day to day tasks… plus they may be looking at that mobile application as a potential increase in revenue and are focused on that one point. Or maybe you just told them they needed mobile and they are simply complying with your wishes.

It may in fact be an easier process than you think… it may just be about asking the questions…

how do these decisions impact our customers when mobile?
how do these decisions impact the mobile user experience?

Next time you go into a meeting simply put on your Mobile Customer Advocate hat… and ask those questions. You may be surprised at the direction your project takes.

How you view your employees and their knowledge will determine the success of your implementation…

Jose HC — Fri, 26 Feb 2010 15:42:49 +0000

‘Economists, said John Maynard Keynes, should think of themselves as humble specialists, on a par with dentists. But his advice has gone unheeded. Over the past 50 years, economics and its jargon have penetrated every corner of human life. Decisions to marry and inject heroin alike are explained in terms of utility maximisation. Doctors, priests and scientists are lumped together as service providers or rent seekers. Schoolteachers are urged to “add value” to their pupils. The pig philosophy, as Thomas Carlyle called it, has become all-embracing.

Of the many harms inflicted by economics on the English language, “human capital” is the most grievous. Coined by Chicago economists Jacob Mincer and Gary Becker in the 1960s, it refers to the stock of personal skills and qualities that constitutes a worker’s economic value. Such skills and qualities are often costly to acquire and yield returns only over a long period of time, so are readily thought of as a kind of capital. Mincer and Becker’s work has provided the intellectual rationale for the huge expansion of higher education in recent decades. In an economy dominated by the knowledge and service industries, with personality and expertise at a premium, “investment in human capital” is the name of the game.

The phrase “human capital” is now so thoroughly naturalised that we seldom pause to ponder its implications. What is capital anyway? Capital is not a particular kind of good, but any good viewed in relation to certain interests. A donkey is capital to the wood-carrier. A derelict church is capital to the restaurant entrepreneur. Capital, in short, is wealth viewed not as an end in itself but as a means to more wealth. The phrase “human capital” insinuates that human beings too are to be viewed in this light—as instruments of the productive process. We have all of us attained the status which Aristotle reserved for slaves, that of living tools. What a triumph for the dismal science! Keynes naively supposed that economic growth was for the sake of personal cultivation. His modern successors have put him right: personal cultivation is for the sake of economic growth.’

Brilliant. ‘Human capital’ shall not pass my lips again.

via oxfamblogs.org

Neither will it cross my lips (I hope).

So are your employees assets? Capital? Furniture?
Are they only a means to an end? That end being making a profit for your shareholders… for you?

How you view your employees will determine how well they perform for you and how difficult a new implementation will be. If they feel valued and taken into account they will take ownership of the work and the new tools you are providing for them. If it is mobile technology… how will it help them? Will it improve their workflow? Their work-life balance?

If we see them as assets they will only perform to their stated specifications. If we see them as collaborators in our success they will give more… much more.

Posted via web from Mobile Strategy

Similar Posts:

13 Things To Remember When Integrating Mobility (Or How To Avoid Process Peddlers)

Jose HC — Wed, 09 Dec 2009 08:31:20 +0000

Regardless of whether it is the first time your mobile workers receive a device, or if you are deploying a new application, your people and your processes will never be the same. Mobility changes the way we work; it is transformational and because of this you need to pay very close attention to your processes. If you are not looking (and I mean really looking) at how to best integrate your new technology or application into your existing workflows you will be faced with anything from poor adoption to outright failure.

So what do I mean by process peddlers?

Process peddlers may be vendors, mobile application developers or even the junior resource in that other department on the fourth floor. These process peddlers talk about the importance of process mapping but at the end of the implementation, all they have done is connected a few boxes with some arrows (current and future state workflows) without adding value to the ultimate success of your project. Sadly enough, I have seen them far too many times. In fact I have even worked with them or had to come in and fix their mistakes to try and revive a failing implementation.

In case you don’t get through the long post here are the two main takeaways:

Process peddlers are a waste of resources.
Real process integration experts are invaluable to the success of a mobile implementation.

To help you avoid process peddlers, below is a list of key concepts you should look for when you are being pitched to. I also understand that you yourself may be one of those people that talks about process without any idea of what or how to analyze one. This list is also for your benefit. At the very least look for the following:

Experience – Real experience with relevant examples of situations where new technologies or new methods were succesfully integrated into existing workflows.
Measurement – As they relate their experiences they will mention results. And these results will be explained to you through measurable improvements. You can’t talk about real improvements without knowing the numbers – the indicators (whatever these are for their given examples).
Upstream and Downstream – Your process expert will talk and ask questions about what happens upstream and downstream of the specific area being worked on. Your process expert will want to understand how current changes impact and are impacted by what happens before and after.
Inputs – This refers to process inputs. What feeds into the process? Actual product? Labor hours? Information/knowledge? Parts? Purchase Orders? It is different from a process trigger and it refers to all inputs into the process.
Outputs – What are the process outcomes, outputs and deliverables? Your process expert will make sure that these are not negatively impacted with the new process. Quality and service levels should not suffer but either stay the same or improve.
Cycle Times – Is the total time from the beginning to the end of the process. Your process expert will want to understand the cycle time for your given process and will be able to explain to you if it will be shortened by the implementation or not.
Capacity – Your process expert will be able to tell you how they measure the capacity of a process and why that is important… and what it could mean to you.
Workload – How much work will each individual employee have after the changes. Will it be more or less? If less then you will want to fill it with more value added work. If more, will it be too much? Your process expert will measure the workload and how it is affected by the new technology.
Compliance – You do not want to overburden you mobile workers by measuring, controlling and following up on every single action. But compliance is probably important to you. Your process expert will be good at being able to find a few key points in the process and advising on how best to measure these to ensure compliance or simply to follow up on your mobile workers.
Documentation – The new processes should be documented in detail in the form of procedures/manuals. It is a given … but just make sure you do ask for this.
Expectations – When you optimize a process the expectations need to change, otherwise you will not reap the benefits of the improved process. If you previously expected your field technicians to do an average of 5 calls per day… the new technology should change that. What is it? 6 per day? 8 per day? Your process expert will help you with this.
Change Management – No this is not about IT change requests. This is about your people and how to help them change from doing things the old way to the new way. Change management is about people and what they need to get on board.
Support – When you implement mobile technology or a mobile application there are going to be impacts on your support organization. Somebody needs to look after it, right? You would be surprised how often this gets overlooked. Everything from use cases, to scripts, to escalation trees and all documentation needs to be in place. Make sure you understand these impacts early on. Your process expert will be able to do this… easily!

There are some things missing here. But if you are able to get a process expert to answer and prove their worth on the points you are well on your way to integrating your new mobile technology or mobile application into your existing workflow.Similar Posts:

Mobile Strategy for Small Business: It’s About Local Convenience

Jose HC — Thu, 03 Dec 2009 16:02:11 +0000

Small businesses are an under served market in mobility. We constantly hear about the importance of small businesses to our economies, yet today few would argue that this sector is properly served and serviced from a mobility standpoint. Of course, carriers have plans but many times they simply rebrand a family plan as a small business plan and push it out. The effort to sell to the smallest of small businesses is often not worth the return to some of the larger players. This is all improving and will continue to do so as the cloud and open source makes business models that cater to the smallest firms much more attractive and manageable. As a small business owner you may already be seeing some improvement and your mobile strategy is starting to take shape.

Or maybe as a small business owner you still feel ignored and you don’t know what to do with this mobility thing. My humble guess would be that the vast majority of small business owners are not thinking or even remotely contemplating a mobile strategy. There are many different angles to take on the topic of small business and mobility, but for today and for now let’s just focus on one part of it: as a small business would you benefit from a mobile application?

Small Business and Mobile Applications

The simple answer, and I am sure many would agree with this, is no. The time and effort required to design, build, distribute, market and maintain a mobile application is not what you are in business for. A few may try to sell the idea of a mobile application to you but you will be hard pressed to make a case for it.

Without a mobile app you are seemingly left without mobile options. The thought of not being present when the need arises in your customers (when mobile) may worry you. In fact it may even terrify you. This is where search in general and local search in particular become your best option.

A Case for Local Search

Human geographers will tell you that everything happens in space; a particular point in space. All human interactions happen somewhere. For you as a small business owner your work, your clients and customers are mostly local. This is why local search is your friend, why competition in this space will heat up and why existing players with key advantages stand to benefit the most.

It is about convenience … local convenience!
It is the middle of January and you and your family are returning from Costa Rica where you just had a wonderful eco-tourism vacation. You are happy to hear that you just missed some of the coldest weather in years… unfortunately you walk into a freezing cold house due to a broken down furnace.

What do you do?

Blame the kids?
Boot up your computer in the basement?
Go back to Costa Rica?
Take out your smartphone?

If you answered ‘take out your smartphone‘ you answered the way I did. The other option of digging through night tables and recycling boxes to find a telephone directory doesn’t even enter my mind for this scenario. Your phone is right there with you.

Now what would you do?

Browse to your favourite search engine?
Then search for ‘emergency furnace services Toronto‘
Click on the first few options?
Click on an ad?

Or would you instead…

Open up a local search application
Search for ‘emergency furnace services Toronto?‘
Click on ‘closest to your home‘ option
Look at the first few (perhaps check a video)
Pick one and call them immediately!

We spend our money and buy a majority of our services locally. Our context is local! We may research products on the web from around the world… but when it comes to actually purchasing them we do a lot of that locally.

As a small business owner seeking presence in the minds and wallets of mobile consumers you want to be there when the moment of need arises. Lots to think about. We will try and come back to this topic over the next few weeks.

Here are some other things to consider…
How social can a local search app be?
What about product availability and inventory?
Menu and prices?
So what other things could be leveraged on top of a local search application?
In your opinion is local search the best option for small business?Similar Posts:

Mobile Becomes A Social Media Lifeline

Jose HC — Sun, 08 Nov 2009 14:10:42 +0000

Beautiful Sunday morning here in Toronto (Mississauga to be precise).
As I catch up on reading and wait for the family to wake up before we head to church I thought I would share this post from Harvard Business. David Armano writes a Conversation Starter on the Six Social Media Trends for 2010… and these are:

Social media begins to look less social
Corporations look to scale
Social business becomes serious play
Your company will have a social media policy (and it might actually be enforced)
Mobile becomes a social media lifeline
Sharing no longer means e-mail

Of special interest to some of you will be #5:

With approximately 70 percent of organizations banning social networks and, simultaneously, sales of smartphones on the rise, it’s likely that employees will seek to feed their social media addictions on their mobile devices. What used to be cigarette breaks could turn into “social media breaks” as long as there is a clear signal and IT isn’t looking.

I certainly hope that most of you reading this realize that the value of mobility goes way beyond social media. In fact it is my opinion that social media as a business tool is not for every role/position. It can certainly be a waste of time. Believe me … been there and done that. Unless you see an ROI you truly need to have social media policies in place.

Head over there for the full post by clicking here.Similar Posts:

Not All Mobile Applications Are Created Equal

Jose HC — Sat, 03 Oct 2009 19:17:45 +0000

And therefore do not require the same metrics. Of course if you are developer for-fun as opposed to a for-profit one you may note be too concerned about this. However you will never know where and how to improve something unless you measure it. If you measure there is a better chance of understanding how your applications is being used…

A lot of times there is a mad rush to put something out there and then we simply forget about it… and worry only about installations and nothing beyond that. But you should worry about it especially if we consider our recent post on media convergence and mobility.

I can’t say much more about this right now but come back (subscribe at the top right) and you will see this topic blossom into a full-fledged discussion.Similar Posts:

Making Sense of Mobile Application Development

Jose HC — Wed, 30 Sep 2009 04:29:12 +0000

My plan was to compile all the excellent feedback received here and in other places on the debate whether it is best to develop mobile applications for the browser or native to the device (platform). I gave you a glimpse into my preference a few weeks ago with the teaser called - Mobile Application Development: Native or Browser. We will come back to this topic next week with a summary post but in the meantime I wanted to take the conversation in a slightly different direction… yet still related to the decisions around the development of mobile applications.

Ultimately the decision on what and how to develop your mobile application is a strategic one; one that should be based not on the currents of opinion (analysts and vendors) or on the noise around us (blogosphere and marketing). Instead, this decision should begin and finish with the mobile user. I realize this is nothing new … but hang in there.

When considering decisions around mobile application development I have noticed an unfortunate pattern. There is one thing that is being overlooked too often.

When trying to understand mobile workers, most people will mention the importance of location, presence, coverage, whether or not they are power users… and yes they will mention context. So far so good right? Well let’s dig deeper.

Location refers to a users place in space. As in geographic space.

Presence refers to availability and whether or not others can see if the user is available.

Coverage refers to network coverage and whether the user’s device is in or out of coverage.

Regular vs Power Usage typically refers to how much and how often a user uses his device.

Context typically refers to a user’s surroundings and their interactions with those surroundings.

These and other criteria that popped into your head are all good and valuable things to cover.

However, if we want to talk specifically about mobile workers the conversation cannot revolve around any one of the above points. Instead it needs to focus on one thing:

the mobile worker as part of a process that adds value to your organization

It may sound harsh to some. If it does you are not getting what is being said here. We are not forgetting that the worker is also an individual, but instead we are focusing on the main reason why that individual works in an organization (profit or not-for-profit) and gets paid. They get paid to add value. Your mobile application strategy needs to revolve around that one fact…

A worker exists in an organization to add value… even if mobile.

A mobile application needs to add value to the mobile worker.

The analysis therefore needs to focus on the work that the worker performs.

We will develop this topic further in the coming weeks (after I get some more mobile banking posts under my belt).

In the meantime please take a look at IT Business Edge writer Carl Weinschenk’s article with a similar title as this post and which makes reference to one of our articles.Similar Posts:

Collection of tiny mobile apps for your iPhone (or my Personalized Enterprise Gateway)

Jose HC — Tue, 30 Jun 2009 19:57:59 +0000

New to me … but probably old to you (remember I don’t use an iPhone in everyday life). It took me back to some of the projects I have worked on before and the ever present need of providing relevant information to our mobile users/workers.

So today I bumped into Leaflets -

Leaflets are small, mobile web-based applications you access from Safari on your iPhone or iPod Touch. And since Leaflets are designed to run fast over EDGE networks, you can use them anywhere: no wi-fi or 3G required.

The seeds for Leaflets were planted when we learned that the mobile web would be the primary way to deliver applications to iPhone. We knew what kind of apps we wanted on our own iPhones, so we built those. Then we found a few that other folks had built. Then we put them all together at getleaflets.com. From photos to feeds, Leaflets puts the best iPhone apps at your fingertips.

Interesting little concept which may already be outdated (for these purposes) because of what the iPhone/App Store combo can already do on its own. Although their blog does state that…

The primary goal of Leaflets is to provide relevant public and personal information in the mobile context. This project is meant to upgrade the core product to version 2.0, bringing it up to date with modern convention.

This gives the impression they may still be working on it. However, it looks unlikely since the last blog post is from January 19 of this year.

More to why I find it interesting. Leaflet to me is a simple concept: a gateway to the mobile web. Someone does the initial filtering work for me thus saving me time and effort. I know what you are thinking… as a consumer you want the choice and you want to be the one that navigates, researches and ultimately chooses what you want on your device. Absolutely… as a consumer more freedom and more choice to you! You have spent your hard earned money and helped stimulate the economy with your spending. You should choose your own applications.

But just for fun let’s turn our sites on the enterprise. Let’s not talk about you as an individual but you as an individual in an enteerprise (or other large organization).

I am sure something already exists out there but I would like to see this gateway (actually more like my personalized enterprise dashboard) provide me with quick access to what I need for my job and for managing my device. These of course will already be pre-approved apps or links (behind the icons) which have gone through all the necessary enterprise rigour necessary to get them through your doors (security, c0mpliance, blah, blah).

Thus providing mobile users with quick, safe and approved access to ‘corporate, public and personal information in their mobile context.’

Somethings to provide your users:

Self-management options through an internal portal (web or on device).
- Submit and review tickets
- Report problems
- Provide suggestions
- Change passwords
- Live chat with your enterprise service desk
- Request approval for new applications
- Load new applications

Work related applications
- Whatever is needed for your role… SFA, FSA, etc

Administrative related applications
- Time and expenses
- Flight requests and approvals

Collaboration and productivity applications
- Email, contacts and calendaring
- Instant Messaging
- Other interesting Enterprise 2.0 apps

Reference and knowledge based applications
Reporting and Dashboards
What else?

There is a lot of integration speak out there… but we haven’t made it so for our valuable resources – our mobile workers.

Similar Posts:

More Mobility … Less Budget

Jose HC — Wed, 01 Apr 2009 16:41:58 +0000

The title of this post comes from a google search that brought someone to this blog this morning. I found it interesting so I did a similar search… and of course it references the Aberdeen Group study which we mentioned here previously. Not sure if the actual search came from the Aberdeen themselves to see how widely it had spread, however the topic is still a hot one.

So if you haven’t seen our old post from back in November of last year on ideas for Lowering Enterprise Carrier Fees you can check it out and let us know if you want us to write a few more ideas or provide more pointers on the topic. The article is a high-level HOW TO which you may find useful.

Similar Posts:

Enterprise Mobility – one or many device manufacturers?

Jose HC — Fri, 27 Mar 2009 19:57:46 +0000

We hear from device manufacturers that the enterprise should stick with one solution. That message makes sense coming from them… They want you to have only one provider. However, a lot of the commentary out there (from research analysts to the end of the long tail) tell us that we should have variety; some have even suggested in the past a la carte services where you charge your internal customers accordingly (a concierge-type deal). With so much noise and so many opinions out there what are you supposed to do?

First of all I would like to remind you to be mindful of where the noise is coming from:

Commentators on the consumer side who think and behave like consumers; or from
Research analysts who have never been responsible for managing large deployments and have the luxury (disadvantage?) of seeing this without the realities of your daily stress.

Their comments are still valid and we should always keep our ears open; especially since many trends begin on the consumer side and spill over the enterprise walls.

We understand that it is difficult to filter through all the noise but for the time being there are still some definite advantages to sticking with one solution. For one it is easier and quite likely more affordable to support just one solution. However, since our enterprise users are first consumers it will be difficult to shelter the enterprise from the many trends and the noise (valid or not). Keeping the iPhone out of the enterprise will be an increasingly more difficult task. The force for more than one mobile solution in the enterprise is strong and you may not be able to hold back the tide (even if your life is easier if you manage only one solution). You should be prepared, both for your own personal career aspirations and because you owe it to your employer to provide the best solution combo available. So having said this, our advice to you is:

Have A Testing Schedule: It is wise to regularly include testing of other mobile solutions (and or mobile applications) in your plans. It doesn’t have to be expensive or time consuming (leverage both vendors and carriers). This way you are prepared before your users come to you. For a variety of different reasons, most places I have seen do not have a process for reviewing what ‘out there.’
Keep Open Communication: Keep the communication channels with your end users open and flowing! By keeping the conversation moving you will also gain their trust and be seen as an IT shop that actually listens. We have seen instances (and you probably have too) in large enterprises where a ‘shadow mobility group’ uses a completely different solution and it goes unnoticed for quite a while.
Update Your Mobile Policies: There is safety and comfort in rules… By thinking through scenarios before they happen and documenting policies for these scenarios the likelihood of you being surprised by rogue users or rogue devices is significantly lower. (If you don’t have any policies around mobility … you should).
Add Value: Always ask of yourself, your role and your department… are we adding value to the enterprise? Are we helping end users to carry out their roles effectively through the use of mobile technology? Are we providing the tools, resources and applications needed to be productive? (NB: If you don’t ask someone will eventually ask and the answer better be yes…)
Build A Roadmap: Seeing that Mobile Strategy is one of the topics close to our heart we can’t close this post without mentioning the need for you to have one. Coincidentally the above points all fit into a comprehensive mobile strategy. What is your plan? Do you have one? Are you on top of what the carriers and device manufacturers are releasing in the next 6 months or longer? The thought process that you need to put into the development of a mobile strategy will even help you to stay ahead of your end-user’s needs (if you collaborate with and know them). There is nothing better than being able to anticipate their needs before they arise.

Similar Posts: