Central Desktop: What businesses get wrong about change management

Logo for Central Desktop

Yes, I am aware that the last few months on this blog have been a series of guest posts – breaking just about every rule of blog writing (1 promotional to every 5 useful, etcetera, etcetera). However, I like to think that if I write an article it will be useful to someone somewhere, so here’s another.

Change management doesn’t have to be a horror show

The phrase “change management” may conjure up an unpleasant vision of an army of consultants roaming around your office and a large monthly bill hitting your bottom line, but in truth it’s something that applies to all businesses and projects, small or large.

If there is one scary thought about change management, it is that change is very rarely manageable. As pointed out by Michael Jarrett in his 2003 paper, The seven myths of change management: “…the rapid development of change and its divergent antecedents means that change is not something that can be managed with certainty. Outcomes can be both divergent and unexpected.”

Which, in layman’s terms, means that you never know exactly what to expect when you begin, and things never run as you intended. Still, change management isn’t as scary as it sounds. By following some simple rules, it’s possible to successfully introduce changes into a business with a minimum of fuss and inconvenience. Equally, it’s very easy to exacerbate this situation, which explains the origin of all those horror stories. Here are seven things that businesses get wrong about change management.

Read the full article and find out what the seven things are over at Central Desktop.

Central Desktop: Why is business tech spending on the rise?

Logo for Central DesktopYes, it’s been a slow couple of months here, so please accept my apologies. All droughts come to an end though, and this one ends with a look at the latest forecasts for tech spending, digging under the obvious economic reasons at the some of the macro-and micro-trends that have changed our spending behaviour.

At the start of April, both Gartner and IDC released their latest forecasts for technology spending. The good news for technology vendors? Both forecast solid growth across all areas of spend, from telecoms to devices. It’s a stark turnaround from the 2013 reports that showed a contraction in spending in three of the five main tech categories. Good news, overall – but the real interest in these predictions is behind the scenes. The financial troubles of the last few years, coupled with external and internal changes in the business environment, have left us looking out at a very different landscape. As Quentin Hardy succinctly put it in The New York Times, Tech Spending Recovers, but It’s Different.”

So what is this new landscape? And how have we ended up here?

As always, you can read the full article over at Central Desktop.

Central Desktop: How to make a case for new technology to your CIO + IT team

Logo for Central Desktop

New Year(ish). New Article.

Gartner have made some bold predictions that state that by 2017, the CMO will be be spending more on technology than the CIO. Well, if that’s true, CMOs need to read this right now, because buying technology for the business – even in today’s SaaS environment, isn’t as easy as clicking your fingers. They need to know how to pull together a cast-iron business case.

Luckily, this article contains five tips to make the process a little easier.

There’s nothing more unsatisfying than introducing a new system into an organization and seeing it fail. It’s a waste of time, a waste of money and a waste of opportunity – and yet it happens all the time. Usually, it has nothing to do with the technology; these failures are almost always about adoption. Whether a system is over-hyped, under-utilized or simply not fit-for-purpose, the result is the same.

Unfortunately, these precedents can make it more difficult to introduce systems in the future, as “system apathy” sets in and users become inured to promise and cynical about change. This apathy can also spread to those people who install the system: IT and the CIO. Instead of a new solution, they may see ill-conceived plans, a lack of ROI and negative impact on their credibility. The erosion of the business benefit of these systems can have a massive impact on the bottom line.

[...]

It’s great that CMOs are tech-savvy, but they need to show more than a recognition of technology benefits, and start to pick up on best practices from the IT world to really bring the CIO back into the fold.

Put simply: to get a CIO on your side, you have to think like a CIO. And that means going back to the business case.

Read the full article over at Central Desktop.

Writing by James – The Top 5 Most Popular Posts of 2013

It’s the end of 2013, and that means it is time to look at my most popular posts of the year. Without further ado, the Top 5!

#1 – Scribd – the wrong way to use Facebook personalisation

The run away winner this year, and up from number 2 last year, this article still seems to be hitting the spot. I still get comments and emails around the subject, as it seems that nothing has changed – the number of people still searching for ‘Scribd Facebook’ on Google has not decreased.

#2 – RE: The Walking Dead – A call to Frank Darabont

Last year, when this rolled in at number 1, I said:

“When I first wrote this post, it was only intended to vent my own frustrations with the first season of the Walking Dead, but it seems that there are a lot of people who feel the same way. Luckily, my main issue with the series – not enough zombies! – has been answered.”

I’m extremely glad to say that Season 3, which finished a couple of months back on UK terrestrial, was the best yet. It had a strong story-line, plenty of zombies, and some very fine moments between the Governor and our band of survivors. How I’m managing to keep away from reading Robert Kirkman’s original comics, I have no idea…

#3 – Scribd – the wrong way to use Facebook personalisation – an update

In this follow up article to the original, I looked at how the rest of Facebook’s launch partners for ‘Instant Personalisation’ had fared. The quick answer? Not very well.

#4 – The album that saved my (musical) life

I’m glad this is still in the top 5. Pixies are a group that I hold close, they’ve had a massive impact on my musical direction. Without Pixies, I can’t imagine that I would ever have ended up listening to my current favourites: Stephen Malkmus and the Jicks, Tame Impala, and Radiohead. This look at how they were using old content in refreshing new ways across social channels to engage with the next generation of fans was a pleasure to write.

#5 – Product Review: Testimonial Monkey

Rounding out the top 5 for 2013 is this product review of Testimonial Monkey. I don’t write a lot of reviews, but once in a while I get approached and asked to look at new products, services, or books. If you’ve got a product that you would like to put forward, please let me know using the contact form on the About Me page. Testimonial Monkey simplified the process of getting customer feedback and had some nice features, so it was a good review to write – it’s always more difficult if the product or book isn’t as good as you had hoped. Luckily, I haven’t had many of those.

Thank you!

Many thanks to all of you who have read my articles this year, whether you left comments or not; I hope they were useful and informative. I hope to see you all again in 2014.

Cheers, James.

How Iron Maiden turned piracy into paying customers

How Iron Maiden turned piracy into paying customers

Iron Maiden Stage Show

I will freely admit, without embarrassment, that before I fell in love with Pixies, my favourite band was Iron Maiden. It was the perfect partner for my ‘angry-on-the-inside-blank-on-the-outside’ teenage years. Although the music might not be to everybody’s taste, they are an amazingly successful band, playing to over a million fans over the course of 2013.

So it was with interest that I read this article on Citeworld, about how Iron Maiden is using social media analytics to guide decision-making around its tours; the basic premise being that by looking at this large data set, they can capitalise on download activity by planning opportunities for fans to buy merchandise legitimately.

Like Pixies, it’s great to see a band embracing the changing landscape. It just goes to show that change is not just inevitable, but that it is also the source of opportunity.

*** UPDATE: Since the post was created, an update has been posted on the source article stating that Iron Maiden did not work with the analytics company mentioned. Although its disappointing that the article was not researched correctly, I believe it does show a valid use of data analytics and we will see more businesses using this kind of insight moving forward. I wasn’t the only one to follow up on this article; you can find out more over at Techcrunch.  ***

3 important takeaways from LeWeb 2013

LeWeb is a fantastic conference.

All year I get invites to attend conference after conference, but LeWeb is the only one that really interests me. Why? Simply because it has a broader outlook, better speakers, and a more philosophical approach than other events (it even had a session on meditation!)

Where some events focus on the ‘doing’, LeWeb looks at the ‘why’. As a result the content is fresh and invigorating; it actually makes you think.

In London this June, the focus was on Sharing Economies (which I wrote about for Forbes). This time around, in Paris, it was looking at the Next Ten Years. The interesting thing about a conference like this is not in what the individual speakers say, although they are very interesting, but in the feeling that you get from the conference. There’s a sense of it being one giant ‘meta-presentation’, with trends leaking out and pervading the atmosphere around you, and speaker after speaker adding to the big picture. So, in light of this, here are three trends that have emerged from LeWeb 2013 that I want to share with you.

Trend 1: Human experiences, not technology, will rule the next ten years

Just to be clear, technology is still underpinning everything – in fact I can’t think of a more exciting industry to be working in at the moment – but the face of this technology will be human. Technology will be applied to create human experiences and meet human needs, it will not be a goal in itself.

Forrester CEO, George Colony, described the next ten years as ‘The Age of the Customer’ – an age in which enterprises will need to reinvent themselves in order to be successful. This age will require completely frictionless customer experiences to be created, based around the maturing technologies of mobile, sensors, location, social, and data. Products will be highly personalised and anticipatory in nature – knowing what you need based on where you are and what you are doing. Robert Scoble’s ‘Age of Context‘.

Colony, quite fittingly, gave the example of a taking a trip to a conference. In this example the products and services were completely transparent: when entering the airport you would be directed to your gate automatically, your seat would indicate itself when you came near, and when you got to your hotel the lift would take you to the right floor by communicating with your phone, with your door unlocking  itself when you arrived at your room.

The companies that can create these experiences will be the ones that thrive.

Trend 2: You are your product

It’s easy to think of a product as something separate from you, but actually it’s more than this. The best innovations come from the heart, and are linked tightly to things you care about solving. In this respect, you are your product. If the product is central to your purpose, if it isn’t your passion, then the chances of succeeding are much lower. Being able to stay on the path, to believe on your idea, and to have the courage to see it through are the outstanding characteristics that will build the successful products of the future. Ask yourself, why do you do what you do? What is your purpose? What drives you to act? It was no coincidence that the majority of successful entrepreneurs speaking at LeWeb had started their businesses based on a very personal experience. This was exemplified by Travis Kalanick, CEO of Uber. Uber was founded at LeWeb in 2008, when Travis was unable to get a taxi to the conference. That frustration, and his sweaty appearance onstage, gave birth to the idea that would disrupt the taxi and ride-sharing industry. It’s a personal crusade for Uber, one that has led to bigger ideas in its wake. Expect big things from the $3.5 billion-valued ‘Urban Logistics’ company over the next few years

Trend 3: In future, all companies will be software companies

This is a trend that is very close to my heart, and very close to my purpose. Products are evolving, customers are evolving. In the next ten years, it will be the company that adds value to its products, be it smoke detectors or tyres, that has the competitive advantage. As a result, all companies will be come software companies, as this will be the primary medium through which companies add value to their products. For example, Nest are disrupting the home safety market through building smoke detectors that communicate with you proactively, that give you warnings that are useful to you. What if a tyre company could produce tyres that told you when they ended to be changed, or informed you – or your car – how to drive more appropriately for the current conditions. the possibilities are endless, and it touches every industry, every product.

What next?

I’m really excited about the possibilities for technology in creating a better user experience for us all, actually, a better life experience for us all. It’s going to be great to watch develop, even better to be a part of. The ability to create new businesses and disrupt existing industries has never been more accessible. Even if some of the predictions don’t turn out to be right, there’s no doubt that things will be a lot different in ten years time.

See you at LeWeb 2014!

Central Desktop’s greatest blog hits of 2013

I’ve really enjoyed writing for Central Desktop this year; they always set interesting briefs and have an open attitude to different approaches. Last year I was lucky enough to have one of the top five most popular articles on the site, with Eight tips on successful adoption of collaboration solutions coming in at number 4.

Well, the 2013 results are now in and I’m very pleased to say that this year I’ve gone one better, with the third most popular post of the year. CMO vs. CIO? The future of marketing + IT was published back in February and was featured on the main page of the Central Desktop site for a few weeks, which definitely helped. The article looks at how the two roles are coming closer together, with technology playing a much bigger part in the marketing mix. Here’s an extract:

Just a few years ago, asking the question whether the CIO and CMO roles were merging would have been madness. They couldn’t have been further apart. The CMO was a key part of a company’s leadership team, driving performance and changing the course of the organization, while in most cases the CIO didn’t even have a seat at the table.

That’s no longer the case – or, at least, that’s what we’ve been led to believe. If you believe Gartner’s January 2012 report entitled “By 2017 the CMO will Spend More on IT Than the CIO” and IBM’s annual CIO surveys, it would seem these two roles are on a collision course. Is it true?

It’s great to be able to write an article that people value, so I was pleasantly surprised to also feature on the Lifetime Achievement list (for articles from previous years that have been read most times in 2013). Why you should keep IT off your cloud made the case for including IT in the decision making process for cloud systems, even though it might seem that they don’t need to be involved. It got a great reaction from commentators, in IT and beyond.

Cloud systems – the perfect opportunity to take control of your processes and practices. A system that can boost your productivity and that you can mold to your exact requirements, all without the interference of IT. No infrastructure requirements, no development, no overcomplicated business analysis and project management – just the appointment of a vendor who can take away the pain and make things happen.

Or is it?

If you just read the headlines and looked no further, you would think that IT was to blame for most of the more public IT failures. The term IT has become synonymous with the department that shares its name, and as a result it has a terrible reputation: one that is based in misconceptions and stereotypes. Here are four reasons why you should break out of this fallacy and involve IT when implementing cloud solutions.

I look forward to writing more next year, but in the meantime, if you want to see more of the top articles from 2013, you can see them at Central Desktop.