Customer service with a sense of irony

RoseI recently joined the loyalty scheme run by my local plant nursery and was rather surprised to receive a letter with the following introduction:

“Greetings, Oh Most Highly Esteemed Green Card Applicant (letter composed by Wych Cross Hype Ltd a wholly dis-owned subsidiary).

We are delighted to announce that your application for a Wych Cross Green Card has been entirely successful and your expensive looking, gloss green card is enclosed with this letter. Please try not to lose it before you have at least tried it out!

As you know, your card is to be used for scraping ice off your windscreen, wedging that wobbly coffee table leg that’s been irritating you for years, flicking paper pellets at work colleagues and impressing gullible people at parties. You will also be aware that cutting your card into little pieces for security reasons is the recommended way to make your scissors very blunt very quickly. In between times you can also use your card to collect and redeem points (and we all know what points mean!) every time you shop at Wych Cross.

We wish you many hours of happy and rewarding activity with your new Wych Cross Green Card and anticipate your next visit to us with particular pleasure.

With Warmest Felicitations,
Ray Kennedy
Managing Director

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It certainly appealed to my funny-bone in this age of over-egged marketing letters.

wych-cross-logo

Panaramio for the outside and inside view of the world

Panaramio must represent one of the ultimate Google Earth mashups. How often when using Google Earth to ‘visit’ a place have you wanted to see what it looks like on the ground or even inside the buildings there?

For example if you zoom in on our new neighbour the Eurostar station at St Pancras all you see from above is the beautiful shed roof designed by William Barlow. However if you look at the Panaramio page you can look inside the building through photos taken by contributors to the service.

Adam Welber - London St. Pancras railway station
Adam Welber – London St. Pancras railway station

tellyAds – an archive of UK television adverts

Another great find for those researching television adertising and consumer tastes courtesy of Phil Bradley’s blog.

As they say on the tellyAds website;

“Why sit through hours of telly just to catch your favourite ad? We’re collecting as many current UK commercials as we can, so you can watch the ones you like when you want to watch them.”

They currently have over 5,666 adverts to date, including such classics as the Go To Work On An Egg series featuring Tony Hancock, and my current favourite musician Regina Spektor.

However as they seem to be concentrating on recent ads they don’t currently have any of the Cadbury Smash classics from the 1970’s, recently voted the most popular UK ads of all time.

[youtube=http://youtube.com/watch?v=zbU2PY8PI9w]

Goodbye to the CD-Walkman

I was having something of a mini-clear out over the holidays and came across two rather forlorn looking portable CD players. Neither of my kids expressed any interest or even recognition of these previously prized possessions. Actually my daughter did get excited at one point, but only when I revealed a long missing CD lurking within one of the players.

All of which made me realise just how quickly we have moved on from the orginal format of the cassette-walkman to the CD-walkman to the now ubiquitous MP3 player.

Although Amazon.co.uk still has lots to choose from, evidence is found on the Sony UK website which has just two current models of player to buy, compared to their 42 ‘previous’ players.

Sony CD Walkman

The end of the road for the portable CD-player?

Egypt ‘to copyright antiquities’

One thing I have learnt from my exposure to the subject of copyright since joining the British Library is to quote an expert, “it’s complicated”.

Which makes me wonder how the Eqyptians plan to implement this new international law.

According to the BBC news website, Egypt’s MPs are expected to pass a law requiring royalties be paid whenever copies are made of museum pieces or ancient monuments such as the pyramids.

Zahi Hawass, who chairs Egypt’s Supreme Council of Antiquities, told the BBC the law would apply in all countries.

sphinx with copyright logo  Pyramids and Sphinx Retroactively Copyrighted

Secrets of a successful entrepreneurs

I have been listening to yet another thought provoking show from Peter Day. This time it is from his GlobalBiz show on the BBC World Service.

He was visiting the BridgeClimb experience in Sydney, Australia, and talking to its founder Paul Cave.

He talked frankly about the importance of customer complaints to his business and how he aims to continuously improve and grow their service. One of his biggest challenges was to change staff attitudes so that when they receive a criticism or a suggestion, it is seen as a positive thing. He wants them to celebrate when they get feed back of a negative nature, because this allows them to work out how to change and improve their service to address those comments.

He also outlined his secret to becoming a successful entrepreneur; “You need drive thrust, vision and follow through.”

Most business take a lot longer, the pockets need to be deeper than expected, and you need to be very very resilient. You have got to have an enormous determination, an obstinacy to proceed in order to make a business happen.

Also the subject is best taught by ‘pracademics’, and that some of our best entrepreneurs are not polluted by education. Many of our professions, particularly law and finance are about reasons ‘why not’.

Finally, entrepreneurs have the ability to see around a corner, when there isn’t a physical way of doing so. They sense what is there in a way that many of us are unable to do.

paulcavellow.jpg

Virtual world 0 – Real world 1

On Saturday I was fortunate enough to be able to attend what is considered to be the local derby of Arsenal vs. Tottenham Hotspur at the shiny new Emirates Stadium. After a slow start it turned into a very entertaining match for the 60,000 fans of both teams. Just after half time Arsenal scored the first goal of the match and the whole stadium erupted, to the extent that I could feel the stand shaking beneath my feet. Such a visceral experience came as a surprise.

On the way home through the new St Pancras station I was musing on the continued popularity of live entertainments, both sporting and music, when my thoughts were rudely interrupted. It was the screeching sound of Punch emanating from a Victorian style booth, surrounded by an entranced crowd of children and parents.

Here was another example of old technology (according to Wikipedia, Punch and Judy date back to the 16 century) still being popular with today’s generation of internet and video consumers.

[youtube=http://www.youtube.com/watch?v=ILKiSXUYq9o]

Real Web 2.0 Benefits by Richard Wallis

One of my favorite presentations at the Online Information 2007 Conference was Real Web 2.0 Benefits by Richard Wallis Technology Evangelist at Talis.

He started with the most simple and yet comprehensive definition of Web 2.0 shown below.

round_corners.jpg

In case you hadn’t worked it out from his slide, the answer is Web 2.0 applications are identifiable due to their ’round corners’.

He also ran through quite a few live internet demonstrations which is always a brave thing to do in front of the critical Online audience.

Finally he showed what has to be my current favourite library related video on YouTube. It shows a mediaeval monk getting assistance from his ‘help desk’ to overcome the  challenges presented by the brand new technology of the book from his trusted scroll.

[youtube=http://youtube.com/watch?v=pQHX-SjgQvQ]

An unexpected sight at Online Information 2007 Conference

I arrived rather late to one of the sessions at the Online Information 2007 Conference so stood at the back. I was somewhat surprised by this sight amongst the various bloggers and  ‘Twitterers’ in the audience. Even in these days of metrosexual men, the hairy arms (which are hard to make out in my blurry phone video) were unexpected.

[youtube=http://youtube.com/watch?v=fCaiUHIIDNU]

When Things Start to Think by Neil Gershenfeld

This is one of my favourite non-fiction books which I reviewed when it came out but have updated.

When Things Start to Think by Neil Gershenfeld – 1999

When Things Start to Think coverThis amazing book by Neil Gershenfeld the director of the Center for Bits and Atoms at the Massachusetts Institute of Technology was so futuristic when it was written in 1999 that we are still waiting for many of his predictions to come true.

The book was written while Gershenfeld was the co-director of the Things That Think project at the MIT Media Laboratory. Here he was exposed to futuristic technologies on a daily basis and so gained an insight into the world of technology to come.

For example if you think the current state of computing is pretty advanced, what about a computer in your shoe that can communicate intelligently with others ‘wired’ footwear when you pass by on the street? Or the printer which produces three dimensional ‘printouts’ which will be your personal desktop factory.

My favourite chapter concentrated on the future of the book (surely a topic close to many of our hearts). He describes an electronic book containing around twenty or so pages of digital paper ‘printed’ using computerised ink. The text and images can be refreshed from the inbuilt memory or downloaded from the internet. The pages are fixed on the page and don’t disappear when the power is turned off. The real challenge for the technologists is to produce a page that has the readability as existing printed text. Gershenfeld spends several pages detailing just what a fantastic medium the ‘old’ technology of the printed page is for acquiring information. A book can contain a vast amount of information, you can jump to any page almost instantly, your can read it in the poorest of light, it needs no power and it is remarkably cheap when produced in large volumes.

I like the way the books is written in a chatty non-technical style with lots of clear and simple explanations, which is a rare ability in a technologist. Also, despite having seen quantum leaps in computing in over the years Gershenfeld realises there is still a long way to go before computers can be regarded as intelligent. Humans shouldn’t have to adapt to computers – it should be the other way around. For instance does your computer even know when you are sitting in front of it, let alone what kind of mood you are in, or how hungry or tired your are.

However I believe that Gershenfeld does fall into the scientists traditional mistake of thinking that we will reach a kind of technological nirvana. He fails to note examples from history where scientific developments have been abused to the detriment of humankind. For example, on the one hand we have nuclear power and genetically engineered medicines but on the other nuclear bombs and chemical warfare.