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You Should Never Say "What Customers Need to Understand is..." I always cringe when product people utter the words “What customers need to understand is…”.  To me it shows a fundamental misunderstanding of how to serve a market.  I saw this sentiment reported in a recent  New York Times article  on the hearing aid market which explained that the pricing model is essentially a forced bundle where two thirds of the price was for service, including hearing evaluation, counseling and adjustments over the life of the product.  This approach has put a pair of hearing aids at or about $5,000. The manufacturers believe, and perhaps rightly so, that diagnosing and treating hearing loss are too complex for consumers to do using consumer devices, without the aid of a professional and therefore justifies the forced bundle.  However, in this age of self-service people will search out their own solutions. By assuming a status quo approach with forced bundles and captive customer

Social Local Mobile Running Info I've been running road races with some consistency for the last ten years.  I'm perhaps a bit faster now than when I started so I am glad for that.  What has been interesting for me has been the evolution of how sign-ups and data sharing work.  Many race organizers rely on multiple vendors for these tasks. They'll use Imathlete or Active.com or some ticket website to gather sign-ups.  Usually a local firm handles the timing and chips because onsite work is required.  Finally the starting gun goes off and the racers cross the timing mat and head out on the course. If it is a 5-K race the speedy finishers cross the line in 16+ minutes and look to see what the big time clock says.  As more racers come in the computer dutifully logs in their time until everyone finishes.  Meanwhile the timing company starts printing out result sheets and taping them to tables or walls so people can see how they did - and some will take pictures of the

A few years ago I had the chance to speak at a panel at the O’Reilly Tool’s of Change conference. As part of the attendee registration package I was given a copy of the book Confessions of a Public Speaker , by Scott Berkun . It was a great read packed with humorous insights as well as useful tips that the author has honed over the years. I enjoyed it so much that I took it as one of my vacation books and have bought copies for colleagues. Here are a couple of highlights: 1. Good Discussion of the Practicalities of Public Speaking – Berkun has been on his own making a living by speaking and writing. As a result he’s compiled a lot of best practices and tips that come from his extensive experience. Some are obvious like showing up early while others are clever like wiring the microphone through your shirt so the cords are not swinging while you are speaking. 2. Tools of the Trade – Berkun writes about what kind of equipment to have, what kind of back-ups to use and s

Publishing Industry Contacts (Updated December 2019) As I've moved through the information industry I've collected contacts about associations, financial firms, companies, recruiters and consultants.  I've maintained it as a word document and am finally moving it online so that I can refer job seekers and industry researchers there.  I'm hoping it will be easier to update and more permanent.  Please send any additions, deletions or corrections to ed.keating@gmail.com or use the comment feature below. 1) Associations a) SIIA – Software & Information Industry Association. They cover the content and software area quite well. . i) FISD.net – Financial division of SIIA b) SIPA – Specialized Information Publishers Association (merged with SIIA) c) American Business Media – Founded in 1906, American Business Media is the association for business-to-business information providers, including producers of print publications, websites, trade shows and other medi

Trading Print Dollars for Digital Dimes in the Paperless Cockpit There was a fascinating article in the New York Times entitled the Paperless Cockpit . It describes the trend of airlines and private pilots to trade off 40 pounds of paper for a 1.5 pound iPad. One interviewed pilot summed the benefit up succinctly: “ When you need to a make a decision in the cockpit, three to four minutes fumbling with paper is an eternity.” There were a couple of other noteworthy points that the information industry can relate to as pilots embrace the “electronic flight bag”: Form Factor – The small, easy to carry tablet affords many benefits to pilots. As all professional publishers know, the shift to electronic offerings has been going on for decades. The Information Industry Association, the predecessor to the SIIA was founded over forty years ago for pioneering digital publishers. Early electronic products focused on news and financial data. However, accountants, consultants and

WikiReader -- good enough technology? Last month I was in a big box store and came across this product -- the WikiReader. It offers offline access to 3 million plus articles from the english version of Wikipedia. It does this without a wifi or 3G connection. But rest assured, you can get updates via a computer that will let you update an SD card. The whole thing runs on a few batteries that last about a year. As I sit in my office surrounded by a laptop, iPhone and iPad - I think the product is kind of silly but maybe it has utility for some. For example, before the Apple/Gizmodo stolen phone brouhaha came up, the term "apphole" referred to one of those people who was always checking their phone to answer questions that came up in coversation. Maybe peoplie like that would buy it. In a similar vein, I read years ago that the Guinness Book of World Records was devised to resolve bar bets. Perhaps the WikiReader may serve the same purpose in watering holes without wifi or 3G.