Texting…Maybe the Biggest Communications Scam of the 21st Century?

My wife told me not long ago that she had read an article about a mother who had received her cell phone bill.  It was enormous.  She looked closely at it and discovered her daughter had texted over 5,000 times in one month.  5,000?  Most of them one word texts!  “Yes,”  “No,” “Maybe.”

We received a notice from our cell phone carrier that we were reaching the max on our monthly text contract.  So we checked.  Our son had lots of texts.  Usually the one word type.  I told him if wanted to communicate with his girlfriend or another pal, to call.  He doesn’t get it.  Neither does his girlfriend or his pals.  They just don’t get it.  A cell phone with text capabilities is a toy to them.  A very expensive toy.  Even if the cell phone is free.  No wonder they have free models.

I do not and will never believe that the cell phone carriers didn’t have this in mind when they first came out with texting.  Get the adults started doing instant text messaging, make it sound like this is the new way to get business done quickly, then the kids will pick it up and spread it like wild fire.  And it worked.

Our son couldn’t stop texting, so we took his cell phone away from him.  If he wants to text, he asks permission to use his mother’s cell.  She lets him use it for a limited amount of time.  He knows better than to ask me for mine.

And it’s not only kids.  I see adults coming in and out of stores, walking down the sidewalk, at the beach, in their cars – texting.  Incredible.  I’ve even seen some people trip over things on the sidewalks and in parking lots because they are texting while walking.

I just read an interesting article in a magazine about the annual meeting in Davos.  The author was astounded about how many attendees were texting during a conference meeting and paying no attention to the speaker.  And they weren’t reporters.  They were conference attendees.

How much money are the cell phone carriers making on this texting idea?

Will it ever end?

Not as long as there is some serious $$$$ to be made.

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Website Development – Disagreement and Collaboration

There may come a time when the web development team and the client have different ideas about the functionality of the website.  At this point, the opinions have been discussed by the point person at both the client and the web team.  And they’ve reached a stalemate.  What to do?

First of all the client has to understand that the web development team has been through the web development process many times.  Second, the web team needs to realize that this may be the first time the client has been through the web development process.  The web team must thoroughly explain its recommendations, and, possibly come up with a new flow chart to explain their intentions.  The web team needs to make sure the client understands…everything.  The client point person will need to explain the functionality that has been recommended by the web team to the decision makers and needs to make sure they fully understand.

A lot of new clients to the web have no idea about what the web can do.  They just want a website as soon as possible.  And how much does it cost.  “Functionality” is just a word that means …?  They aren’t interested.

Or maybe the client does have a point.  They know their customers best.  The point person for the web team needs to make sure they understand what the client is saying and asking for.  If it makes sense, make the adjustments to the functionality and explain that there may be multiple ways of solving their difference of opinion, and this is the best way to approach what the client is asking for.  The revision may cause some changes elsewhere to the site, but this should not be a problem.

This is a position of give and take (collaboration).  And it needs to be finalized before any work begins on the project.  It may take several meetings.  It may take several examples of how to do things and how not to do things on the web.  Some times it may even call for another client meeting, eyeball to eyeball.  Sometimes the client will say they understand when they actually don’t.  If there is an eyeball to eyeball meeting the web team can usually pick up on this.  Also, a client meeting can usually make things a lot easier, when there are questions, they usually bring up more questions.

For instance – one of the biggest problems is the client has had a graphic designer do all of their print for many years.  They now want the designer to do the website design.  Print is not the web.  Unless the designer has a vast experience in web design and the program languages (codes) that are required to build a world class site, and its functionality, the development of the site can take extra time.  Time explaining why this has to be done this way, and why that has to be done that way.  Basically a web design course for the designer, and the client pays for it.

In the up-front negotiations, the web team should find out if the client intends to use their print designer for the web design.  If this is the case, then a meeting with the designer needs to be set up so the web team can find out exactly what the designer knows about the web development process and the different programs needed to build the site correctly.  And there are lots and lots of codes needed to build a site correctly

If the web development team is an elite team, there should be no problems.  No disagreements.  Every detail has been worked out before the project begins.

Let’s get it resolved and get started.

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“Outside of the Box” Website Concepts

I’ve always had a personal thought that one of these days, websites will change – to look really cool.  Not that most don’t look cool now, especially if they are designed by a really great web development team.  However, as a Fine Arts major in college, I learned to think “outside the box” when coming up with concepts for different design projects.  Yeah, I know, print and the web are different animals.  However, I still think, thinking “outside the box” for a website look and feel is possible.

I used to work for an ad agency.  We had a client who developed tests for different specific diseases, even veterinary tests for animals.  They were a pretty forward thinking company.  When it came time to do their annual report we presented three separate concepts.  With our emphasis on the “outside the box” idea.  They bought into it 100%.  Using real pearls as the main concept.  The annual report was awesome.  The client loved it.

Some clients are still into the ol’ “we need a really attractive female to sell our product.”  You still see a ton of that on TV, and print in the paper and magazines.  Boring.  But it does attract the eye, especially the male eye, which may have no intention of buying the product.  That’s cool…not.  Branding, what – the attractive female?  Or the company?  Attracting the eye of someone who has no intention of buying a product with an attractive female in the glamor shot looks to me to be a waste.

I keep a pad and pencil on my nightstand all of the time.  When “outside the box” concepts hit me a quick sketch of it is done, before I forget it.  I have a pad and pencil in my car for the same reason.  I do seem to have most of my “outside the box” revelations while on the freeway.  Why?  I’m not sure.  I do know the phone won’t ring.  The door bell won’t ring.  The TV is off.  No radio on.  No dog barking at all of the passing neighbors.  Just me and hundreds of motorists.  Only one thing to think about, keep your eye on the cars in front of me.  One thing to think about frees up a lot of space in the old brainpan.  Especially the old creative part of the brainpan.

When it comes time to develop your company’s website – Turn the creative part of the web team loose.  Especially if they’ve been nationally recognized for their website designs.

The World Wide Web wagon train is still heading west.  It’s not too late to be the trend setter…and not the trend follower.

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EMAIL!

You can text, tweet, Facebook all you want, but there are still hundreds of millions of emails everyday.  Hundreds of millions of emails everyday!  Whoa!

Before I leave for work I check my personal email (usually a couple of times).  On an average day I receive about 35-40 in the morning.  I read the ones that look important and respond.  Then I also check my work email from home, before I go to work, just to see if there are any fires.  Usually another 35-40.  However by the time I get to work there are usually another 35-40.  That’s a lot of emails in just the morning.

When working with your web development team, the client will have about 5-10 email addresses included in the site design package that is purchased.  This is a good idea.  Gets the client right in there with the rest of us.  Might as well learn from the beginning what this thing called email is all about, and how it works.

The problem with email is the sender may actually want a response right away.  Either the sender has forgotten what his email box looked like when full, or they just don’t get that much and don’t think that much about it as they don’t see the volumes of email that a lot of people receive.

One good thing about email is it leaves a paper trail.  Easy to find that lost note from another client.  The last note from a staff member who is right next to you.  Or the birthday luncheon coming up the next day.

Emails are not secure.  There is a short macro second stop went sent.  That’s when the scammers get into the system and snag some email addresses.  It’s a good idea to advise all of the web team’s clients to never send anything of a confidential nature to a client.  There are other ways for clients to view confidential documents.

And about those “Please pass this on to all of your friends” emails.  I always advise people who send these to me to STOP.  Nobody knows for sure where they originated.  Or what’s hidden in the code.  If it’s an attached file, don’t open it, Delete it.  Especially if you don’t recognize the sender.

Seriously.  Email can come in handy sometimes – when the Sheriff’s department calls and says that there has been a threat emailed in to one of the web teams clients.  And can the web development team help find where the email came from.  Easy enough to trace.  In about 15 minutes.

Email still plays a very important part in today’s business world.  You can have as many characters or words as you want.

However, it’s best to keep them short and to the point.

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Communication with Web Developers Hello-o-o-o, are you there? Anybody?

Voice mail, the guy that invented this mechanism should be made to listen to all of the voice mail recordings on the planet.  At least twice.  Especially the ones that have at least four parts to each one.  By the time I get done listening to all of the options I feel I need some kind of alarm to wake me up.  I’ve had at least five options at times and at the end, it’s always “I’m sorry I’m away from my desk right now or on another call, please leave a message and phone number and I’ll get back to you.”  Oh yeah!  Sorry I’m on another call!

An elite web development team will have a real person who answers the phone and then can direct your call to the person you need to talk to.  It’s as simple as that.  And no, there won’t be a “Sorry I’m away from my phone right now, so leave your name and phone number and I’ll get back to you.”  The person answering the first call will know if that person is available, and if not, be able to re-direct your call to someone else who can help you.  A real live body.  What a novel idea. What a way to do business.

It makes a difference when clients call and get put into a voice mail system or on hold for long periods of time.  They are taking the time out of their busy schedule to make the call, ask the question and get an answer right now.

A web development team receives several calls a day, from clients who want an answer right now.  Do not disappoint them.  Good way to lose a client or two.

Do you suppose A.G. Bell would have had it installed in his office phones?  Probably… but I hope not.

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Website Content Honesty (Hear no evil. Speak no evil. See no evil.)

When it comes to writing the content for a website, one has to be careful about what is said.  I know, for instance, that there are some states that are required by each respective state bar, that each law firm with a website, archive their site every time there is a revision.  Makes sense.  If a comma or a period is out of place it could mean the difference between a guilty or innocent finding by the prosecution or defense.

This is why a trusted copywriter is required.  This is why each web development company has a trusted copywriter on staff.  The procedure varies from how the first attempt at text arrives to its final client approved state.

I used to work for an advertising agency where the copywriter and the account executive for that client would sit down and read the entire text for the printed piece, not word for word, but, letter by letter, including commas, periods, quotation marks, cap letters, question marks…I think you get the idea.  It took a lot of time but was worth it.  One typo on 10,000 printed pieces, that’s some serious dough that has to be reprinted.  And it happens.  The printer who was printing a piece for the agency where I worked, stopped his press to check something and spotted a typo.  Good thing, he had just started the run of 20,000 pieces.  A six color piece.  That would have been very costly for the agency.

Computers with “spell check” can also be fooled.  Words look the same but don’t mean the same.  It is always a good idea to read aloud to someone the entire text for the website.  A skilled copywriter will catch these mistakes.

And most important, the heading for this post should read “Honesty Is The Best Policy.” If there is a hint of something that is not quite right, it’s best to leave it out.  Someone invariably will catch it.

When I look at websites for potential clients, I usually skip around their competitions’ websites to see what they are saying.  The second I spot a typo, I’m outa’ there.  The company blew it by writing the text themselves or having another copywriter write it and then had it approved by the client.  And the client, not really proofing it correctly, usually relying on spell check to catch all of the mistakes.

It’s not the web development company’s fault, unless they have their in-house copywriter writing it.  They just design, maintain, revise, host and promote – and that in itself is a lot of work.

A lot of work.

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Eye Flow (Direction)

When you look at a painting an ad or a drawing which direction do your eyes travel?

In all art, almost all art anyway, there is a certain flow that the artist wants the viewer to follow.  It can be done with color, objects or both.

Most of the time eye direction is to give the impression of a sort of three dimensional view.  Since the painting or ad or whatever, TV maybe, is two dimensional.  Simply put – it’s flat.  It can get boring.  It has always been the job of the creator to give each piece of flat art…depth.

The same is true with websites.  Since I have already posted that I think color is the first thing a website viewer sees, it becomes very important to consider this issue when designing your website.  Your website developer will suggest options on the flow chart for sections of the website.  The flowchart is really a good eye flow/direction example.  You start at the top and work your way down and sideways.  You want the viewer to follow a certain path in order to achieve the best route to the location the viewer wants to go to.  And in what order you want them to see it.

Look at a painting sometime and remember the direction your eyes flow.  You will have to clear your mind, as you don’t want to influence what you are looking for, by having the eye direction influenced by your thoughts.  Just take a magazine, any magazine and flip through to an ad.  Then glance at it and try to remember what you saw first, second third, and the direction your eyes went to see the first, second and the third objects. Then after this eye movement, it becomes a little difficult to track where the eye is going next, (don’t try and cheat and do it again right away with the same piece of art, the brain will remember.  Try another piece of art.)

Which way did my eyeballs travel first?  After color, overall color on the website, your eye should travel to the name of the company that the website is about.  Or maybe the logo or logotype.  There is usually a lot of text and other links on the homepage of a website.   Don’t get lost.  If you do the website is designed incorrectly

There are several solutions for this.  Here is one –  Use one color, a color of the main site, for the sections, but not the same intensity.  Either the darker or the lighter color would indicate the most important, to the least important of the sections.  This technique also helps the viewer see where he wants to go first.  Each respective section retains that same color intensity, so you know what section you’re in on the website.

I used to do this with all of my art history books in college.  Then two hours later I remembered I had an hour exam the next day.

Had to do an all-nighter.  And I hate coffee.

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Website Colors

Colors?  Remember your first box of crayons?  All of those colors. All with brand new points.  The big box of 48 was the most exciting thing that ever happened to me when it came time to draw.  It was real difficult to pick which color crayon to choose and use first.  Which one attracted your eye first?  Mine was always red.

So what is the first thing you see when you go to a website?  Color?  Content?  I’ll bet it’s color first, then content.  Color on a website plays a very important role in first impressions.

Well, now we have computer monitors that have millions of colors.  And most all see colors in a different way.  Depending on the brand of the monitor, the size, what type of hard drive it’s hooked up to, what color setting it’s set on and probably how much electricity it draws.

But most important is what color or colors does one use on their web site?  White – clean, innocent, pure, cold, empty, sterile; Red – strong, brave, passionate, dangerous, aggressive, domineering; Yellow- happy, friendly, optimistic, cowardly, annoying, brash; Brown – warm, earthy, mature, dirty, sad, cheap; Green – natural, tranquil, relaxing, jealous inexperienced, greedy; Blue – strong, trustworthy, authoritative, cold, depressing and gloomy.  This is a wide spectrum of colors and emotions.  Some companies even do focus groups to determine which colors work best.  First thing you need to know is what colors do not work on a computer monitor.  And that depends on the monitor, and your web development team will tell you that.

I had a client one time that was a horse racing syndicate.  They expressly asked for the color green for their printed brochure.  This was before the web started.  They said it was the color of money.  Well, yeah, sort of.  So is gold.  The real color of gold.  Back in those days, in print, listen to me “back in those days,” people would try and cheap out and use a color that looks like gold, it never did.  They tried the same with silver.  Never did either.

I used to work for an advertising agency that had only high tech medical equipment companies and high tech medical procedures companies as clients.  Through research we found that light blue was the color to use for our client’s mail projects.  We did a lot of direct mail back then, here we go again with “back then,” but it worked.  We received a 17% response on some of our mail campaigns.  People responded better to light blue when dealing with medical information when the paper of the mail piece was light blue.

Unless your company already has printed material and has consistently used a specific color and shades of that color for their advertising and mail, the best idea is to listen to your web development team’s recommendations, which will probably be – if your company has used a specific color in the past, the best thing to do is stick with it.  Except for red.  Red is an exciting color, but it is just too dominant in a sort of negative way.  (Unless you’re a Husker fan.)  And one should never use anything that is even remotely associated with negative about your product or service.

Black backgrounds with white type are kind of hard to read.  White backgrounds with black type are kind of boring.  Blue on blue, green on green, black on grey or maroon on maroon (text that is on the same color, or the same shade of that color, is really hard to read).  Blue text on a red background, or red text on a blue background vibrates – but it can be used creatively.

Now…where did my new box of crayons go?  Hijo!  Have you seen my new box of crayons?

No dad.

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Functionality

When I say the word “functionality” I start humming the song “You’ve Got Personality.”  Weird.

Anyway…according to the dictionary “functionality” means – the quality or state of being functional; especially : the set of functions or capabilities associated with computer software or hardware or an electronic device.  Correctomundo.  But it’s not quite as easy as saying it.  (Pretty common word, but it has five syllables, and lots of lip movement in those five syllables.)

That’s why elite web development companies will discuss functionality when first starting the website project.  After a lot of back and forth discussion between the web team and the point person for the client, appropriate sections, links and back end solutions are defined and finalized.  The easier the functionality on the website is to understand, the easier it is for the viewer to navigate through the site.  Kind of like a roadmap for easy navigation.  If specific questions arise as to what the client wants, a programmer usually gets involved.  Some functionality programming is easy and some isn’t.  That’s why it usually takes more than one programmer to build a site.  (When I see a “Contact the Webmaster” link at the bottom of the site, I’m always interested in how many programmers are working on the site.  There is no way one programmer can know all of the codes needed to create a complex site.  An in-house programmer or two is always good news to the client.)

First a flow chart is developed to show the client exactly how everything fits in the puzzle of the site.  It’s much easier to do it this way, than try to explain what’s going to happen over the phone or by email.  Questions will probably arise, which is natural, as most clients have no idea about what it takes to design and build a website.  However, with the flow chart in front of everyone, questions, answers and solutions are usually decided on quickly.  Sections to the site and lots and lots and lots of links are all part of the functionality.  At first the flow chart will look rather ominous, but once it’s explained, like I said, it’s a road map to the site.

One important piece of functionality is the ability for the client to make changes to the site without having to contact the web team.  This system is called a Content Management System, or CMS.  The client is only allowed, through user name and password, to enter specific sections of the site to make revisions.  Access to the entire site by the client can mean a revision has caused a problem.  Which has the potential to be catastrophic.

In fact, there are sites that have two Content Management Systems.  One for the client, one designated person, is the most reliable way to handle the revisions to the site, as too many staff members that have access to the CMS can cause problems.  The other, if the client has one, for their PR firm to add articles or any type of public relations related information.  They too will only have access, through a separate user name and password, to their section of the site.  And again, one person at the PR firm with the CMS access is best, for the same reason as one person at the company.

After defining functionality to the client it will be easy to understand.  And the viewers will appreciate the ease of navigation.  Complex navigation can cause users to exit almost as soon as they recognize the fact that the site they are viewing is just way too complicated for them to find what they are looking for.

I guess this is why I keep humming “You’ve Got Personality.”

Each website has its own.

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Ethics and the World Wide Web

Interesting concept.  Especially since there are no World Wide Web “ethics” cops.  In fact, there are no World Wide Web cops…period.  Except maybe the search engines – but all they can do is not index your site if they feel it is not worthy, for some reason, to be placed on that particular search engine.

I’ve been in the advertising business for about 30 years.  I began in the web development business about 15 years ago.  I have seen some ethical violations.  But as I said there are no web or advertising cops, unless you really blow it and say something that’s untrue in the ad you are showing on TV, on the radio, in print or on your website.  And I’ve seen these.  Notice I said these.  Plural.

For instance, sort of web cops – In some states law firms that want to launch their websites have to send it to their respective state bar for approval.  That’s about as close as you can get to web ethics cops or web cops.  (You can even pay a rush fee and have it checked right away.  Guess it’s all about money.)

This should all be decided upon when you hire your web development team.  When doing your due diligence, and I highly recommend you do your due diligence when hiring a web team, to check with the references you get and ask some hard questions about the experience they had dealing with the web guys.  You might be surprised by some of the answers.  You’ll have to listen very carefully how each question is answered.  However, a lot of questions to references are now done by email, so be sure to be very specific when asking questions via email.  If any of the responses need more clarification don’t hesitate to ask more questions.

It will be hard to figure out the ethics questions.  But don’t be afraid to ask the references if they had anything unethical brought up by the different web teams being checked.  And I think you’ll know unethical, you will feel sort of an “edgy” feeling.

One thing that is difficult to monitor for ethics is the social media side of the web.  I’ve seen lots and lots of, I’ll call them – ethical violations – on social media sites.  But once they’re up there what can be done?  Delete.  Defriend.  I’ve done it.  There’s no reason to do anything unethical except to be a smart guy, and try to get away with something.

For instance – posting a comment on an individual’s social media page, say their “Facebook Wall,” blasting the company then include their own website url in the post, when the “Wall” is dealing with that person’s company.  In my opinion, not only is this unethical, it’s downright uncool.  Time to  D. and D.  (Delete.  Defriend.)

In fact, until recently, I used to receive weekly newsletter updates from a person who tried this social media wall posting trick on me.  I D. and D.d this person.  And I have now “Unsubscribed” from all further email communication.   I hope the person gets it – especially the part that I am not a real happy camper.

Or, how could I forget – when lots of Comments, I mean lots of Comments, come through on my blog.  Some are hilarious.  Telling me how appropriate my post is.  Compliments are just overwhelming.  Then, in their Comment they have their url listed.

Nice try.  D. only on the blog.

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