Archive for January, 2009

Friday fun facts

Friday, January 30th, 2009

As a small business startup we spend a great deal of time looking at our data and analyzing that data to help us drive strategy, make adjustments, and better understand our customers. We try hard to not be robotic in our response to numbers, but rather to let them inform our decisions and our direction and we believe that this is how all small businesses should use their on data. Here is the first in what will be a serial discussion of some of the data we look at internally, the numbers we analyze, and our strategic approach with this data.

Since we launched last May, we have heard from our Creatives that they wish that  Buyers would be more generous with their feedback and comments. We took this issue seriously and started to look for ways to encourage buyers to score all entries and to leave comments for creatives.

Our goal was to increase the average number of comments left by Buyers in every project and the strategy we chose was education. We found several points of “touch” where we were able to push information to Buyers and beginning July 24th of last year (week 30) we put some new improvements in place. First, we added a “success” page to which the Buyer is taken upon posting their project. This page is the 4th tab on the project page and remains visible to the Buyer as long as the project is open. Second, we developed specific content on how to leave high quality feedback and included it in the first notification a buyer recieves when they post their project.

The impact was almost immediate. For the 8 weeks prior to the changes, Buyers were averaging 34.1 comments per project. Two weeks after we began providing this education, the number went to 45 comments per project, and by the end of August the number was 53 comments per project. We have continued to see the number trend upwards week over week (aside from a holiday dip) and project that the trend will continue.

The chart shows weekly averages – note how the average for the first 10 weeks or so remained fairly flat. But roughly 2 weeks after the changes were made (just as the first wave of “educated” projects was coming to completion) the trend started to slope upwards. We believe that this is a nice illustration of how education can move the needle in a community such as ours.

In defense of meetings

Thursday, January 29th, 2009

It is with sound mind and body that I willingly write this post.  I know full well this won’t be warmly received but I can’t be silenced.  My name is Pete, and I like meetings.

OK, let me clarify – I don’t like ALL meetings.  But I do like one.  So much so, that I feel off if we don’t have it every day.  It’s called huddle.  I know, I know – this sounds like new-age patchouli talk.  I swear, it’s not.  And it’s not one of these ridiculous corporate sports analogies either.  Gag me.  Just stay with me here…

Our entire team meets, every single day, for no more than 5 minutes.  And while that’s nothing special (plenty of companies have daily time sucks masquerading as meetings), what’s special is what we talk about.  We don’t talk about the status of the status meeting or the filing of TPS reports – we talk about how the company did yesterday, what we’re going to do today to improve and where we are against our goal.  Every day.  All week.

We don’t wait until the end of the week to see if we’re having a bad week.  We don’t wait until the end of the month or the end of the quarter.  Every single person (yes, even the development team), knows every single day where things stand.  And this way, it’s everyone’s job to spot the trend and do something about it.  It’s freeing for those supposedly “in charge” and it’s empowering for everyone else.  It’s not Accounting’s problem that the numbers don’t add up or Sales’ problem that we don’t have enough customers.  When you’re in a startup, it’s everyone’s problem if you want to have a job next year.

Seriously, can you tell me how many customers your company signed yesterday?  Was that above or below your goal?  Do you even know what the goal was?  If you were under, was it because you didn’t get enough leads (visits to the website, calls, etc.) or was it because you didn’t convert enough of those leads into customers?  If you did convert them into customers, did they spend what you thought they would or did they spend less?  I’ll bet you a dollar that 90% of people can’t answer these simple questions.  And I don’t care how complicated your business is, it can ALWAYS be boiled down to a few simple numbers (leads/calls/visits, customers, average spend, and total revenue).  Period.  End of story.

Sure, you’re a special, unique flower – your business is different.  You have some other metric that’s important.  Congratulations.  But if you can’t answer the basics, you’re either succeeding out of dumb luck or failing because you have no idea where the road is.  So, I don’t mean to preach but I will say this: try it.  Just try it for a week and let me know how it goes.  We have an entire script for our 5 minute meeting that I’m happy to send you to save you all the work – just ask.  Or, better yet, stop by and join us for one of ours.

Or you can just worry about it next month.  It’s probably Sales’ problem anyway…

Helping Is Happiness

Monday, January 26th, 2009

Recently, Ross wrote about how each person can impact others: “think about how you can help others. Imagine how much good you can do if you help just one person per day. Imagine how much good THEY would do if they too help one person per day.”

Customer service is about helping others. We’ve all experienced good and bad customer service.We tend to remember situations when we’ve received exceptional customer service. And we also remember situations where customer service has been awful. As customers, we think that we are entitled to exceptional customer service at all times. But when we provide customer service, we sometimes forget that exceptional customer service often takes extra care and effort.

Photo by mrmanc (Flickr)

crowdSPRING admires companies that have made customer service the focal point of their business. Such companies never forget that each customer service experience should be exceptional. Sometimes, this means going way beyond what you might normally do to help a customer.

Recently, we had to remove a creative for repeated violations of our policies. We take such actions with great care because we value our community and we believe in giving people opportunities to correct their behavior. We also recognize that removal of a user has serious consequences. In this case, the creative we removed was awarded the project by a buyer and our action complicated the completion of that project.

We could have reopened the project, refunded the buyer’s money, or asked the buyer to select another creative. But, because the buyer really liked a particular design, and because the creative had already done the work, we wanted to find a solution that made sense for them both.On crowdSPRING, project wrap-up is typically an automated process that the buyer and creatives do on their own (on our site). But in this case, completing the project required my direct involvement. Both the buyer and the creative agreed to let me help them complete the wrap-up of their project. So, I became the “middle man” between the two, relating information back and forth in an effort to make them both happy.

This process required me to invest a large amount of time to complete that one transaction. But the time invested was well worth it because I “became” both the buyer and the creative – getting an incredible insight into our users’ experience – from both sides in the same project.

At some point late in wrap-up, despite my repeated efforts to contact them, the buyer stopped giving feedback and had not yet received the final deliverables.

Several weeks after that, the buyer mentioned on Twitter that their experience with crowdSPRING was “interesting”. When I read the tweet on Twitter,I was concerned that the buyer had not received the final files. So I picked up the phone and called the buyer right away. I wanted to better understand what they meant when they said that their experience was “interesting,” and I wanted to make sure that the buyer received the final files in their project.

It turned out that due to a family emergency, the buyer’s only access to crowdSPRING was through a Blackberry. And it was apparent that such access wasn’t adequate to review hi-rez  files. While it would have been easier to say to the buyer to wait until they had access to a computer, it was clear that they needed the files right away. And so we once again decided to go above and beyond what the situation called for. To help the buyer view files on their Blackberry, we sent files in a low-rez JPEG format. Our own team checked the final files for quality – something we normally have buyers check on their own. And, because the buyer was severely pressed for time – they needed the graphics for a very important trade show – we sent the final files directly to their printing house after we verified the files.

What did we learn from this experience? The buyer will definitely remember this experience. While it started a bit rocky (our own fault) when we removed the creative, we worked hard to make this process meet the buyer’s needs. The files were delivered on time despite and we had a happy customer.

Looking back, my decision to go beyond what one would normally do – to help a distressed customer – not only had a positive impact for that customer, but also allowed me to learn first-hand about users’ experience in wrapping-up projects on crowdSPRING.

Helping really is happiness. I felt empowered after this experience, and energized to do even more.

I’d love to hear about your experiences with customer service – good or bad. If you’ve had an exceptional experience, what made it exceptional? If you’ve had a poor experience, how could it have been improved?

No more (support for) IE 6

Thursday, January 22nd, 2009

As of early March, 2009 we will be phasing out support for Internet Exploer 6 (IE 6). This does not mean you won’t be able to use our site with IE 6. It means that all future improvements and fixes will not be guaranteed to work properly for those still using IE 6 after that point.

There are several reasons we are deciding to do this, the top among them being IE 6′s lack of support for Cascading Style Sheets (CSS) standards. A great deal of the user interface of crowdSPRING is controlled with CSS – the layout, colors, fonts, etc. IE 6 was launched in 2001. The first CSS standard (CSS1) was publised in 1996. The second (CSS2) came in 1998.

Also, IE 6 doesn’t play well with modern JavaScript techniques. Many of the features of crowdSPRING rely on JavaScript to function properly. These two factors alone have cost us (and countless other designers and developers the world over) immeasurable amounts of time and fried brain cells attempting to support IE 6 along side all modern browsers.

Microsoft itself strongly urges all Windows users to make the move to IE 7 (Why should I upgrade?), which, although not perfect, has better support for CSS, JavaScript, and enhanced security features. Internet Explorer in general is the most targeted browser when it comes to spy-ware, viruses and security holes.

In terms of numbers, between May and September, 2008, 7% of people visiting crowdSPRING were using IE 6. In comparison, between October, 2008 and January, 2009, 5% were using IE 6. All the while our user base has been steadily growing, so we are seeing an overall decline in use of IE 6.

We are not the first company to do this. 37signals did so back in October, 2008. It has also been reported that Apple does not support IE 6 for users of its MobileMe service, and Google advised Gmail users to leave IE 6 in the dust at the dawn of the new year.

It’s time to face the music. By continuing to support a seven year old browser we are limiting our ability to create a better user experience on crowdSPRING. We want to make our site easy to use and enjoyable for all involved. We want people to stay on our site. We want people to come back often. We cannot continue to guarantee that experience for a very small portion of our user base and attempt to grow and improve our site at the same time.

There are three modern browsers we can recommend as alternatives to IE 6: Firefox, Safari and Internet Explorer 7. We will continue to completely support these after March, 2009. In the future we also hope to provide complete support for Opera and Chrome, but not at this time.

Want to share your thoughts? This announcement has been posted in the forums as well.

Pondering creativity

Wednesday, January 21st, 2009

The opposite of creativity is cynicism. — Esa Saarinen

Everybody’s got it right? Plumbers, doctors, entrepreneurs, and office clerks – creativity surrounds us. But there is the everyday creativity of folks like those I just listed, and the extraordinary creativity of the great artists, thinkers, and inventors. In his book “Creativity,” Mihaly Csikszentmihalyi explains the difference between “Big-C and small-c” creativity: “To some degree, we all are creative in the small-c way, doing things that enrich our own lives but do not receive recognition from the outside world. Big-C creativity is different — it produces ideas that push our species ahead.” This doesn’t mean that small-c creativity doesn’t have the power to impact lives, but not on the societal level that true Big-C does.

Mozart was Big-C. Einstein was Big-C. I suppose that I am a good example of small-c. I spent 20+ years enabling and supporting directors, writers, designers, and cinematographers, and in the process marveled at their art, learned from them the ways of artists, and appreciated everyday what they did. As a manager, I found solutions to many problems and helped devise ways of doing things more efficiently. I have saved my employers countless man-hours of effort and boat-loads of money.  But this did not make me “creative” in the same sense that the artists I worked with are creative.

The Harvard psychologist Howard Gardner developed the theory of “multiple intelligences” and his work identifies seven core intelligences: linguistic, logical-mathematical, spatial, bodily-kinesthetic, musical, interpersonal and intrapersonal. Each of the intelligences has small-c creativity as a key element and for one to have a high “IQ” in any of the seven, one must have a creative facility with it. For instance, when a manager finds a new solution to a problem or a more efficient workflow, we celebrate their logical-mathematical “creativity.” When a child discovers for themselves how to draw lines to represent a house, we smile at their spatial “creativity.” What Gardner has provided is a framework for understanding how our own creativity and strengths fit into the world, and where we can be most effective in utilizing our own creativity.

When I think of creativity I usually think of artists and musicians. Big-C examples such as Leonardo DaVinci come to my mind as does Thelonius Monk. These are individuals who forever changed the way we look at their domain and had a significant impact on the culture at large. But what about the countless artists, designers, musicians, and photographers whose stock-in-trade is their creativity, but who can not claim a Big-C accomplishment ala DaVinci or Monk? Why can’t there be a “middle-c?” To lump these folks who drive the creative industries in with the likes of me is a disservice to them and disrespectful of their work. I sometimes wish there were a different word to describe the creativity of the artist to differentiate it from the everyday creativity of the rest of us.

As entrepreneurs Ross and I have been effective at raising funds, defining goals, and devising strategies to bring our idea to life. We have a vision and we act to support our vision. But it is the crowdSPRING creatives who are the real force on our site. Because it is their artistic ability that brings the “real” creativity to our undertaking. Because, I believe, creativity (in the “middle c” sense, not the “small c” sense) is inextricably tied to artistic production. Writers, musicians, graphic designers, choreographers – the people who produce actual artistic work – are the real creative force in the world. What I mean is this: does the everyday small-c of the plumber who figures out a better solution to routing my drain pipe have the same impact on the world around him as does a visual artist? Not for nothing, but a painter or a designer has an impact on the world – like their work or not, it changes in ways large and (often) small the world context of all who view it.

In his book “The World is Flat” Thomas Friedman describes how technology (for instance the undersea cables which enable the global internet) has broken down borders and provided so many people around the world the opportunity to compete as equals. Friedman’s insights, in part, helped us to understand that there are creative folk all over the world who do not have access to an audience, access to potential clients, and access to other creatives like them. crowdSPRING’s mission, in large part, is to provide a community for buyers and artists to connect with one another to work and compete on a level playing field. We believe that the creativity in the world needs a platform to allow a huge outpouring of inspiration. Middle-c people are at the core of crowdSPRING and they prove every day that their ideas and their work, while perhaps not Big-C in terms of impact, still serve to enrich lives other than their own.

Which brings us to gatekeepers. One of the negative aspects of the creative industries has been the desire to keep others out. This tradition of closed industries has done a disservice to them, in that the free flow of ideas is effectively strangled, and many creative people who could contribute so much have been kept on the outside. To use my own industry as an example, the film-craft guilds have for decades prevented non-members from working in the industry in any meaningful way. The barriers erected have limited the talent pool and the industry is poorer for it. Other creative industries have their own gatekeepers: In the music industry the big labels have made it difficult for  independent artists to find an audience; in publishing many writers go begging for readers because they can not get their books on the shelves of Barnes & Noble or Borders. But, as Friedman envisioned, the internet is disassembling the barriers and disrupting entire industries. The music industry has seen artists use the internet to distribute their own work via everything from Facebook and MySpace to iTunes. The publishing industry is just seeing the first wave of e-books and self-distribution, plus will have to contend with micro-publishers who can do tiny runs of books in a cost-effective model. crowdSPRING, too, has the potential to disrupt the ad agencies and creative shops by allowing buyers to go directly to the talent pool for creative ideas and final execution.

Thoughts?

Exploring Chicago…and FUTON!!!

Monday, January 19th, 2009

Well…I’ve been here about a week and a half now here in the lovely (and miserably cold) city of Chicago. I’ve had some trials and tribulations…basically revolving around the wonderfulness that taking two suitcases out to a city and moving into an apartment entails (I’m not including pictures yet…because well it’s hilariously bare).

This weekend I checked out Sonoteque w/ @the_french_guy djing…and learned that Chicago people don’t really like cold very much…random. I’ve been repeatedly ridiculed for my choice of wearing a Northface coat. In Boston that was what everyone wore…here everyone just thinks I’m insane (a fair point). Oh…and I got a magic super duper totally awesome futon…yeah…it kind of kicks the crap out of an air mattress (or floor).

I’ve been workin’ my butt off @ crowdSPRING to bring you guys and gals awesome content…meaningful insight and the occasional hard hitting marketing/social media piece. (But I think my interesting links have gotten more traction to be honest…) But if there is any content you would like to see more of (be it on the blog, forum, amongst my tweets, Facebook, or now LinkedIN let me know!

I’ve definitely been meeting tons of cool peeps w/ Twitter and now Facebook and forming some pretty cool friendships. I still know like 10 people in Chicago…so hey if you want to connect and do something…I’m beyond down. (OH and I’m not afraid of cold)

Sad the Arizona Cardinals are in the Super Bowl. Come on the Pats beat them 47-7 four weeks ago.

Twitter Link Round Up (1-12-09)

Monday, January 19th, 2009

Friday

http://tinyurl.com/8jzx9z I’m Iceman to Angeline’s Goose.

CrowdSPRING “Give Back” project – for an organization helping Chicago’s non-profit community – http://is.gd/g8Mn

Who has the coolest hat? Angeline, Pete or Jerome (the French Guy) http://twitpic.com/13foe

Angeline (crowdSPRING’s prior community mgr) and Stuart (deputy of awesome at crowdSPRING) comparing winter hats. http://twitpic.com/13fpx

Actually useful invention (so I don’t get smoked by a car this summer): http://tinyurl.com/9wks5a

Thursday

http://tinyurl.com/94otfn Great advice: 5 Tips to get your Unsigned Bands to stand out from the Rest!

I so am getting one of these: http://tinyurl.com/8ewjxv

Creepy…but cool at the same time: http://tinyurl.com/86q97g

If the World was Made up of 100 People: http://www.binsworld.com/100/eng/main.html

Muppet Photoshop=Win http://tinyurl.com/8hxcr8

Wednesday

Oh man. This is like web design porn. http://www.prettyloaded.com/

http://tinyurl.com/9o6zwf Noooooooooooooooooo

This is pretty much the pinnacle of mankind: http://fuckyoga.com

10 Things that need to be redesigned: http://tinyurl.com/7fp8po

Tuesday

I am so screwed: http://poprl.com/Cjy

You can’t fold like this, but if you can…call me I want an origami death star: http://poprl.com/Cd8

http://tinyurl.com/8gf9wo Cool stools!

Cool blog I found. Unorthodox design but high rewards for those that take a deep look: http://butdoesitfloat.com/

Monday:

http://budurl.com/7ewy This is why we dream people. So we can build ridiculous ridiculous things.

SharkGull Hungry! http://i39.tinypic.com/2eec0v7.jpg

crowdSPRING Community Gives Back – Teaming 4 Technology

Friday, January 16th, 2009

Give Back is the crowdSPRING community’s way of helping worthy non-profit and charity causes in need. Creatives in the crowdSPRING community have agreed that for these special projects, no monetary awards will be given. crowdSPRING will waive its fees and will assist the organizations with posting their project. We will collaborate together to help those less fortunate. You can read more about the origins of Give Back here.

As in all our projects, participation will be voluntary. Give Back projects will work like standard projects, including contracts, wrap-up, notifications, etc. To help the learning process along in these projects, we will encourage creatives to collaborate and to provide constructive feedback to each other.

We’re fortunate to have an amazing community of creatives – 12,000 of them, from 130+ countries. They speak hundreds of languages, cover all age groups, demographics, experience and religions. They’ve created logo design, web design and other types of graphic designs for companies in virtually every country of the world and in most languages spoken on the planet Earth.

We’ll ask the winning creatives in Give Back projects to propose other worthy non-profits and charities that can benefit from this effort. We hope that in this small way, we can help non-profits and charities around the world. We are currently working with Novastorm, an outstanding designer who won our first Give Back project (for Breaking the Silence, an international network, based in the United Kingdom, supporting fathers of autistic children. You can view that project here) to identify another worthy non-profit or charity for an upcoming Give Back project. In the meantime, we’ve identified another worthy cause.

Our second project is for Teaming 4 Technology (T4T), an organization that seeks to better the community of Chicago by providing new and innovative ways for technology to enhance the services of Chicago’s nonprofit community, offering free technology consulting, software training classes, and low-cost office and network solutions. T4T matches up technology requirements of non-profit organizations to technology providers. United Way of Metropolitan Chicago supports Teaming for Technology with supervision, community links, and in-kind support.

You can view the T4T project here
. Please consider helping this worthy cause. You can help directly by participating in the project, or you can help by telling others about this project and the Teaming 4 Technology organization.

We encourage everyone to find ways to help others who are less fortunate. Thank you – from our entire community!

Short Interview – LumeeFly.com

Friday, January 16th, 2009

At crowdSPRING, we love meeting other companies and often invite guests for lunch with our team. On January 13, Tommy Johnson, Jr., CEO of LumeeFly, Inc., joined the crowdSPRING team for lunch.
LumeeFly is a new media company launching in the second half of 2009 (their website is not yet active).

LumeeFly will serve music fans and musicians by broadcasting live concerts online. Music fans will be able to view live concerts throughout the world from the comforts of their home for a nominal fee. Here’s a short (under 2 minute) video interview with Tommy:


Short Interview with LumeeFly.com from Ross Kimbarovsky on Vimeo.