You might have heard about Google’s announcement to purchase Motorola Mobility Holdings for $12.5 billion. On the surface this would seem to be a move to solidify the Android ecosystem and cult by starting to build and distribute their own mobile hardware (cell phones and tablets).

That’s part of it. Apple has demonstrated the market power and profitability that a proper cult following can generate and continues to demonstrate this commitment by practically giving away their newest operating system, Lion ($29), and actually giving away their upcoming iCloud service to all Lion users. Not a bad way to get people to buy the latest and greatest.

Not too far beneath Google’s surface brews a tempest that has significant implications for all mobile technology innovation in the years to come. Google’s main interest in Motorola is 17,000-plus patents that allow them to enter the patent wars currently underway. In this war, patents are conglomerated legal cards to be played as part of an ongoing legal strategy for each company vying for market share.

Patents were designed to fuel innovation by rewarding someone’s original idea, allowing him or her a specific period of time to capitalize monetarily on that idea. Technology moves much faster than the law, and we’re quickly seeing the limitations of copyright, trademark, and patent law as they currently stand.

On the heels of reports saying Android phones occupy nearly half the market, one might wonder how such a deal could get through anti-trust court. To Google’s credit, this does represent a new business sector for them as they wisely licensed the Android OS (classic Microsoft strategy) rather than building hardware (Apple). Now how do you think those dozens of hardware manufactures feel about competing directly with a company owned by their licensor?

While Larry Page states that the deal will “enhance competition and offer consumers accelerating innovation, greater choice, and wonderful user experiences,” I’m not convinced. The little guy doesn’t have the legal muscle to enter the patent wars, and is often only brought in unknowingly after he’s had some success.

Certainly Google has offered much innovation to the world, and some see as a defensive move. I have a limited amount of trust for any large corporation, and these days that includes Google and even Apple. If you’ve been watching this game awhile, it may seem somewhat ironic to see Apple and Microsoft banding together to sue Google. The enemy of my enemy and all that.

This situation makes me squirm the way much of our stock market does. What was created as an institution to allow anyone to invest in a company, hitching his or her star to the success and failure of that company, has become an abstraction that allows people to place bets on the success or failure of anything or nothing. We’ve seen how well that played out in recent years.

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Andy Swindler Categories: Entrepreneurship, Gadget, Technology

As business people we seem to swim in a culture that abruptly labels unmet expectations as failures rather than lessons learned. This could be labeled as black and white, carrot and stick — take your pick. To me it places an unnecessarily negative and narrowly reviewed label on lessons that could otherwise bear real fruit for future interactions.

In the wake of countless huge companies being rewarded for failures that rarely seem to produce lessons or better results, this could be seen as the wrong message to send. But I’m talking about the little guys — those of us who have the gumption and power to do it better next time.

We had a project a few months ago that delivered less-than-hoped-for results. It happens. We learned a ton and the client acknowledged that the information and research was well worth the price.

The owner said something valuable to me, which was that success is unmistakable. You can smell it, taste it, and see it from a great distance. No one argues with it. No one makes excuses for it. It speaks for itself and everyone celebrates.

I agree with that philosophy. I’m not saying we should all pat ourselves on the back for not meeting expectations, whether they are from clients, employees, family, or anyone in between. But certainly there are constructive ways to evaluate those failures as lessons, which elevates our responsibility and chances to do better next time.

Make a point of scheduling time to review what went wrong and what went right. At Astek we call them postmortems. They are project reviews, or whatever you want to call them. The point is that you assign a focused amount of team energy and time to the evaluation, reach some reasonable and measurable conclusions (which requires knowing what you were measuring when you started), and then move on!

This last part is essential to make sure it’s a lesson and not a cloud of failure that can quickly turn to poison in an otherwise constructive work environment. Learn and move forward. After all, if you learn your lessons wisely pretty soon you’ll smell that unmistakable smell of success.

I place a real dollar value on these lessons, because they have real quantifiable value that is often thrown out with the bathwater. As a society we have no trouble spending hundreds of thousands of dollars on formalized education, so why are the street lessons so different? Both types of leaning require perseverance and a dedication to the end result.

Thomas Edison really said it best: “I didn’t fail ten thousand times. I successfully eliminated, ten thousand times, materials and combinations which wouldn’t work.”

A business partner once said it like this: “In life you have only accomplishments and excuses.” A lesson learned is an accomplishment in its own right, but a failure with no lesson is nothing but an excuse and waste.

Another business partner once told me: “If you don’t learn something every day, your life sucks.” That one really stuck with me to this day. No one expects you to know everything or be perfect. Just do the best you can.

So go learn some lessons and let me know what you find!

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Andy Swindler Categories: Entrepreneurship, ePiphany Featured Story, How To

The Triple Bottom Line (TBL) concept of “People, Planet, Profit“ demands that a company’s responsibility be to the people who are influenced in any way by the actions of the firm rather than the people who own it.

TBL is typically discussed in a big business context for two reasons: One, big businesses are by nature the farthest out of human touch with sustainability. Two, if you have to choose one business to make sustainable, a bigger business will have a bigger impact.

But what if we could create an integrated network of small local businesses and independent professionals with an eye on the ecological, economic, and social concepts expressed by the Triple Bottom Line related to their communities?

What if people all over the planet quietly frustrated with the status quo could find the voices of power they’ve lost in the wake of unprecedented corporate growth over the past century?

GoHuman’s vision is a world where these ideals are not afterthoughts, but rather integral and essential elements connecting every community and every business within those communities. We cannot afford for these to be abstract thoughts or luxuries. They are a necessary part of the emerging global consciousness and we need to integrate them into our personal and professional lives by igniting our tribal instincts.

In the United States and other parts of the world, the motivation to adopt this sustainable lifestyle is neither handed down by the government nor encouraged by our existing capitalist economic model. An intricate web of subsidies and loopholes has all but extinguished the basic humanity enjoyed in simpler times in favor of the almighty profit margin.

It’s not all doom and gloom. There is hope. We believe in a better way. It’s the passion that fuels GoHuman and the real people behind it — people just like you with the vision and gumption to do something about it.

It starts simply. It starts with an equitable marketplace that promotes balance amongst the people who use it by rewarding those who provide value with something equitable in return.

It starts with you.

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Andy Swindler Categories: Uncategorized

Last week I was attempting to surprise my girlfriend by taking her to see Leonard Cohen in concert. At some point I must have RSVP’ed to the event on Facebook, as you can see from the screenshot she saw on her Facebook page the day before the show. Facebook invited her to the show by telling her that I was attending! Since I had told her to block off the night, it wasn’t too hard to put it together. (Well, that and the fact that I made her listen to Leonard Cohen songs all week.

This reminds me a bit of the Beacon advertising disaster Facebook tried launching a couple of years ago.

Lesson: If you are trying to surprise someone, don’t tell the biggest gossip hound on the planet — Facebook!

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Andy Swindler Categories: Fun, Marketing, Social Media, Web

The best thing a customer can do for your business is give you feedback — good or bad. The reality is that bad feedback greatly outnumbers good feedback. It’s just human nature. We love to complain when something doesn’t go right, and are often too busy to go to the effort to tell someone that something does go right. Even when complaints are justified, the business sometimes never hears them because the customer voiced his or her opinion in a private medium, such as telling a friend how awful the service in the restaurant was, and never giving the business a change to make it right. Word of mouth works for negative feedback even more powerfully than positive.

Mistakes happen. But even beyond mistakes, customers are a business owner’s objective barometer for knowing how well products and services are received. I’ve developed a mantra lately to help me remember this: you can’t argue with perception.

Social media provides unprecedented opportunities to listen in on some of those private complaints from customers that otherwise would never make it back to the business. You should make an effort to respond quickly to a complaint and do so publicly so that others reading the complaint can also benefit from your response. Think of it this way: the complaint will be out there whether or not you respond, so you’d better do something about it.

For large companies, the major cultural shift needed to effectively and genuinely reach customers through these channels may be more difficult than a small company who can do it with one or two people. The rules are the same in either case:

1. Engage people on their own turf. They’ll be impressed when you show up unexpectedly to help them solve their problem.
2. As with all customer service, keep your cool and “take the high road” whenever you can. Don’t get sucked into meaningless and unrelated tirades.
3. Remember how hard it is to control tone through text-based mediums such as email. Lean on the side of being extra nice.
4. Try to put a positive spin on the problem, so long as it’s genuine. Talk about future plans to remedy it.
5. Don’t discount suggestions, but also don’t over-commit to adding everything people request.

A few years ago Microsoft was getting a lot of public flak about its open source software initiatives. They stayed strong, responding to the comments on their blogs and others, and over a period of several months began to sway the tone of the comments. Eventually the community actually started sticking up for them. This took a lot of time and effort, but it helped to “humanize” Microsoft.

Comparing social media campaigns from Target and Wal-Mart, Wal-Mart failed so miserably that they chose to bow out not-so-gracefully in the face of hundreds of negative comments from students looking for roommates. If they’d stuck it out, I imagine they might have been able to turn it around or save face. Target got their campaign right from the start, creating a “party” for discussing dorm survival, which speaks to the culture and brand perception of the companies going into the campaigns.

The bottom line is to be true to your brand, your service, your customers, and your mistakes. The customer is not always right, but they always have the right to complain. Listening and responding will save you a lot of trouble down the road and probably lead to more business in the short term.

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Andy Swindler Categories: Entrepreneurship, ePiphany Featured Story, Marketing, Social Media, Web

10,000 Revolutionaries in Moldova used Twitter and other social networking services to protest the Communist government. The New York Times provides a good description of the situation and phenomenon. On the other side of the pond, Baltimore police are starting to use Twitter to fight crime.

I believe social media puts us all in the middle of a revolution, but evidence to this fact is typically more tame in the U.S. I see it as an extreme form of the power of collective voice, but it does have the negative impact of making us focus on the shiny objects (tools for social reform) rather than the message and results.

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Andy Swindler Categories: Social Media, Technology, Web

I’m seeing more “free” offers come through friends feeds, such as on Twitter. I even participated in one, as an experiment. As always I encourage people to do whatever they want with Twitter, but we must consider the value of the collective attention spans we attract. The more people we reach see ads from you, the less they will value what you have to say. The number of ads you present is inversely proportional to the likelihood they will choose to continue hearing what you have to say.

We all now have the power to control what we hear and when we hear it, and that’s what’s new.

Now, the ads I’m seeing in particular on Twitter are for Macheist: I bought the @MacHeist 3 Bundle. 12 Top Mac apps worth $900+ for just $39 AND I just got Delicious Library 2 FREE! http://mhtweet.com/uQ1gyd

I happen to be someone who would be interested in this ad, as Macheist is a great program, but I’m torn. I know that many of the people who follow me wouldn’t be interested and would therefore just read it as a message I was passing on, however even less personal and constructive than a retweet. The social stream starts to feel more like a traditional ad campaign or SPAM in this context. Only now I have to weigh other factors such as personal trust. I know that the people I know will keep it to a minimum, and if they don’t, I (and others) will decide whether or not to keep listening.

In a world where the consumer gets to create and control his media, products and services must simply be good to survive. What’s interesting is that as more of my friends participate in promotions like the one above (three so far), the more compelled I feel to participate. This is for two reasons. One, I know that I won’t annoy them by sending it back, and in fact will reinforce their decisions to post. Two, some of this just boils down to basic peer pressure. If ten of my friends get something for free that I want, do I really want to be left out?

Having said that, I’m a huge believer in the power of word of mouth marketing, and this certainly falls into that category. It’s just a little more blatant than someone sharing that they enjoyed using a product. In this case, I’m not even sure my friends have used the product yet at all, which is why it feels less credible. I do appreciate the transparency of the message. It’s very clear where it came from, why it came to me, and what I could get out of it, which makes for a quicker assessment of value.

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Andy Swindler Categories: Marketing, Social Media, Technology

I was happy to let this Facebook TOS thing boil over as I expected it would, but a lot of people have been asking what I think, so I thought I’d write it down for posterity.

This is another example of what I’m starting to call corporate democracy. Facebook is the innovator in social networking, which is what makes it fun and cool. But consider that it is still not a profitable enterprise. Therefore, they also have to innovate in the revenue category. They have stepped too far a few times (the most stark example was Beacon a couple years ago), and each time the community reacts quickly and honestly.

In this case, I joined the group along with thousands protesting the new terms. In a matter of days Facebook reverted back to the original terms. In my mind, this was a non-issue. 100,000 people click a button and effect change. If only it were that easy in the political system. But then again things aren’t usually that obvious with complex issues.

I’m sure Facebook will continue to try new avenues to gain additional control over user content and find revenue streams. If they step too far, the community will push them back. Facebook knows that the social networking space is fickle (Remember Friendster?) and they don’t want to lose members. I’m not saying don’t pay attention or don’t worry about it. Nor am I saying trust the corporation and don’t worry about your privacy (be sure to set your Facebook privacy settings appropriately). But I am confident in my trust of the well-balanced relationship Facebook currently has with its constituents.

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Andy Swindler Categories: Entrepreneurship, Social Media, Technology, Web

We’re having a run on Obama posts. Now this is change, Obama has launched a Web site that allows us to track money from The American Recovery and Reinvestment Act down to the congressional district. A great use of web technology to convey information the government has no reason to hide.

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Andy Swindler Categories: General, Technology, Web