“Success” is a relative term

OK, so right about this time last year, I was announcing the Year of Living Socially, in which I was planning to:

#1 — Really focus on just three content areas I think are important. They are cloud computing and social media, which I believe will be big in 2012, and intelligent search, which I’ve been championing in one way or another for a long, long time. (I’ll get more into exactly how I define each of those topics in future posts.)

#2 — Finally build a project I’ve been kicking around for years: an information aggregator that tames the information overload that gets worse every year. (The project has yet to be named, but I’ll talk about what it actually does — and solicit feedback and priorities — in a future post.) I will build this out in public, with deadlines anybody can see. I probably won’t open-source the code itself, but I will likely write articles and tutorials about the different technologies I use as I go along.

#3 — Implement best practices for using social media, including regular postings to Twitter and either LinkedIn, Facebook, or both. (I’ll do the analysis in a future post.)

I did set some ground rules, though. In doing that, I would also have to keep these things in mind:

First and foremost, client work can’t suffer; I’m a professional and if you’re paying me to do something, you take top priority. (Plus I have a family and they can’t suffer, so this will also have to be ‘the year of living within time management best practices’.)

Second, I’ll be using open-source and publicly available software, preferably cloud-based, unless there’s a good reason not to for a particular task, which will be a discussion in and of itself.

Third, all decisions, from what software development methodology to what search solution to use, will be made “in public”, so to speak, with analysis and conclusions out there for everyone to see.

So the big question is, how did I do?

Well, from the outside, it looks very much like the answer is “not too well”, but it’s actually not as bad as it looks.

#1 — I was right about cloud, social, and search being on the rise, and I did actually focus on those three technologies in 2011. About 2/3 of the work I did involved either search or social media, and just about everything was cloud-related in one way or another (if you’re really generous in your definition of “cloud”.) Unfortunately, most of that was client work that I couldn’t post here.

#2 — I did actually build the project, NoTooMi, and quietly launch a first beta of it. Unfortunately, it was built on a product that has subsequently changed its architecture (I knew that was a risk when I built it) so I need to rebuild a few parts of it before I can relauch. Also, while it does integrate Twitter, I haven’t yet finished Facebook integration, so it looks a little anemic right now. I’m hoping to have a public version up in the next couple of weeks.

#3 — OK, I’ll admit it, I definitely fell down on the job here as far as regular postings to Twitter and Facebook. (I did get my LinkedIn profile filled out enough that I picked up a client from it, however.)It’s my personality; I don’t like to talk unless I have something to say, and I get a little weirded out about whether people want to actually hear it. I promise to try and loosen up in 2012.

And what about the requirements? How did I do there?

#1 — Well, giving client work the priority definitely worked. There was not one instance all year in which client work suffered because of this project. If anything, it’s the opposite; I’ve been so busy with client work this year that I haven’t had time to do what I wanted on NoTooMi. (I even got my corporate website redesigned and rewritten.)

And on the personal front, I’m happy to say that while my last remaining children at home drive me nuts at times (which is, I suppose, their job) my marriage is better than ever, and after all these years, that’s saying something, especially since we spent November opening Sarah’s gift shop to try and beat the Christmas rush. (Website to come shortly; we barely got the doors open in time.) (Oh, and for you Doctor Who fanfic fans, Sarah and I were finally were able to launch a huge and ambitious story I’ve wanted to write for a couple of years. When it’s done we’re going to tackle a novel. Seriously.)

#2 — NoTooMi is based on Apache Solr, so in that respect, yes, it’s based on open source. And the service that I built it on was indeed cloud-based. And it worked pretty well, too, but now it looks like I’m going to bring it back to pure Solr. But I admit that thanks to client requirements on something else I have been seduced by IntelliJ and have been using it instead of Eclipse as my programming environment. Sorry guys.

and #3 … Well, yeah, not so much. Sorry about that. See #1.

So where do we go from here? Well, first, I’m going to try and get out of my head a little bit and not worry so much about whether I’m boring people. If I find it interesting, I’ll post it. I would like to think that there are people out there who are interested by the same things I’m interested by.

And I am also going to try and obsess a little less about what I do write. One piece of advice I got from a book about blogging was to do short tips — and to get good at just banging them out. I learn about a ton of different little things over the course of a year. Not every post about them has to be a tutorial. Just a quick tip will do. Really. (Nick takes a deep breath….)

As far as technologies, “cloud” is still a great buzzword, but I think that it’s pretty well established at this point, as least as far as I’m concerned, so I’m going to start focusing on mobile, which is where I think the bulk of innovation will be in the next couple of years. I spent the last couple of weeks really delving into eBooks as a prelude to app-building (tips, I know, tips!), so I’m hoping to have something to show for mobile in 2012.

OK, so those are my goals for 2012. As for measurable objectives:

  1. Post something, somewhere, once a week.
  2. Get my new office at the store furnished and ready for receiving clients. (It’s cool, there’s a separate room and a back entrance just for me.)
  3. Launch a private beta of NoTooMi before March 1.
  4. Go to public beta before July 1.
  5. Finish the Doctor Who arc we’ve been working on, and start planning a novel.
  6. Publish at least one “pay to download this” item, whether it’s a mobile app or a Kindle Single, even if it’s also available here for free.

So that’s where I am today. How did you do on your goals for 2011, and what are you planning for 2012?

A Case Study In Social Media Customer Service Done Right: Enterprise Rent-A-Car

It’s nice to hear about social media case studies, but maybe it’s even better to experience one first-hand.

This past Saturday, on the freeway about an hour from home, my transmission quit. After coasting about an mile and a half to an exit, I called AAA, and they made arrangements for me to speak with Enterprise Rent-A-Car about getting transportation while my van was in the shop. Because it was Saturday afternoon, none of the local offices were open, so I wound up making a reservation at the airport.

Two problems there. The first was immediately obvious: Enterprise’s slogan, “We’ll pick you up”, only applies to the local offices, so I had to get someone to drive me to the airport. OK, I understood that. But when I got to the airport, I discovered the second problem: the airport locations won’t rent on a debit card unless you’re flying in and out. The agent was apologetic, but there was nothing he could do.

Fortunately my sister-in-law had waited with us. ‘No problem,’ I thought. ‘We’ll go home, and I’ll call my local office and get a ride on Monday morning.’ I’ve rented with Enterprise dozens of times; because I’m the only driver in the house, “We’ll pick you up” makes them my rental agency of choice.

Unfortunately, when I went to book that car for this morning, I was horrified to see that there were no cars available at the two closest offices. The nearest office with a car was 25 minutes away, and I was definitely out of their territorial range.

And that’s where social media comes in. Frustrated, I tweeted:

The one downside of living in the country is that when your car breaks down, you pray Enterprise has a car. Naturally, they don’t. Sigh.

A few minutes later, I found the following @mention from @enterprisecares:

@NickChase We are listening. Is there anything we can help with? If yes, please tweet/follow us & I’ll DM our contact information (amanda)

Surprised, I did as they asked, and, receiving the customer care email address, explained the situation to them. By this time I’d made a reservation at the distant location (hoping I could find someone to take me down there), and Amanda told me she’d email over there and make sure they did everything they could to help.

And that’s exactly what they did.  This morning I called, and true to her word, Amanda (or someone) had let the office know my situation. “Mister Chase, we are going to do whatever it takes to get you going here today,” Paula said. “What time do you have to have the car by?”

Turns out that cars were in short supply because of hail damage here in North and South Carolina, and that was why my local office was sold out. But not only did they find me a car, they did indeed come and pick me up, and I was able to do everything I needed to do today.

And I’m very glad, because I like Enterprise, and didn’t like feeling badly about using them.

So the moral of the story is this: Pay attention to what’s being said about you. Because Enterprise Rent-A-Car spent the resources to monitor social media, they were able to turn a frustrated (and vocal) customer from a source of negative sentiment to a champion of their brand.

What are you doing to monitor what’s being said about you?

The curse of a busy schedule

Twenty years or so ago, I was working a full-time job and running an online science fiction magazine. At the same time, I got a new puppy, who constantly needed to go out, in the winter, in Ohio. Eventually, I got pneumonia, and had to slow down for a couple of weeks.

This time it’s three clients, NoTooMi, the Year of Living Socially, and a new cat (whom I love, but to whom I’m seriously allergic) but the results are the same; I’ve been down with pneumonia, but I’m just about back in business, so please forgive me for the break in posting.

I’ve actually accomplished a lot since February 5; more to come as I write things up into postings, and NoTooMi starts showing its head.

Introduction to UML2 Component Diagrams: NoTooMi overall system design

The first thing we need to do before we do any building of anything for NoTooMi is the design — and I don’t mean how it looks –  so let’s do that. That means that today we’re going to talk about UML Component Diagrams.

The Unified Modeling Language (UML) was designed to create a sort of “common vocabulary” that programmers and engineers could use to document their systems, as well as the business processes behind them. (There are also tools that will go back and forth between the diagrams and working code, but for the moment, at least, we’re going to stick with the diagrams themselves.) The current version, UML 2.1.2, defines thirteen types of diagrams, organized into two main types:

Structure diagrams: These diagrams take a static look at the system, or at pieces of the system. Class and component diagrams fall into this category.
Behavior diagrams: These diagrams look at how pieces of a system operate. For example, use case and activity diagrams fall into this category. This category gets further broken down into interaction diagrams.

For the moment, we’re going to start simply, and look at component diagrams, in order to get an overall look at how NoTooMi is going to work.  This post won’t teach you everything you need to know about UML, but it will give you enough of a head start on component diagrams that if you ever need to read one, you’ll have some decent footing.

Continue reading Introduction to UML2 Component Diagrams: NoTooMi overall system design →

Scrum and the single developer

As I mentioned in a previous post, I’ve decided to use the Agile methodology Scrum for the NoTooMi project.

It’s lightweight, and still enables me to do the design I need, without having to resort to tons of extra documentation just to keep with an arbitrary methodology. So the question remains, what is Scrum?

I can’t possibly explain it any better than Hamid Shojaee:


Scrum in Under 10 Minutes

So how does a single developer make use of Scrum? One way is to use tools such as AxoSoft OnTime. (There’s a free download, but for reasons that are undoubtedly local to my system, I wasn’t able to install it.) In fact, in accordance with the spirit of this project, I should be using one of the web-based tools for Scrum management, such as:

Scrumie
Kanbanery

But what I found is two things:

Continue reading Scrum and the single developer →

Adding Google Analytics to WordPress

One metric that I know we’re going to need even before I do any analysis is web analytics. Those are the statistics that tell me how many people are coming to the web site, what they’re looking at, where they’re coming from, and so on.

OK, I’ll confess: analysis or not, I want to know those things. Let’s face it, everybody does.

So while I will do some analysis to find out what the best package is going to be, while I get to that point I want something in place, even if it’s just so that I have statistics stretching back to the start of the project.

With that in mind, I went ahead and added Google Analytics to NCPP, because:

  • I know how it works
  • It provides pretty good (and detailed) results
  • It’s free

Adding Google Analytics to a WordPress site is pretty straightforward, and consists of three steps:
Continue reading Adding Google Analytics to WordPress →

Making a plan, and choosing a methodology

OK, so it’s been two weeks since I posted, and my plan to say something valuable on Facebook or Twitter every day went by the wayside about 3 days in when I realized that even with just a few quality follows I was swamped. But the turning point came when I was reading Guy Kawasaki’s post about The art of the repeat tweet. Basically, he posts everything 3 times, 8 hours apart, so nobody misses anything. Excuse me?!?

When I was a baby, my parents took me to the pediatrician because I wouldn’t sleep. The doctor examined me, smiled, and told them not to worry. “He just doesn’t want to miss anything.”

Well, I’m all grown up and I still don’t want to miss anything. That’s why I started this project in the first place. The whole idea of NoTooMi is to make it possible to organize all that information so we don’t miss anything.

And the first step in all this is to choose a programming methodology.

Continue reading Making a plan, and choosing a methodology →

Naming the application: NoTooMi

Well, we no longer have to refer to The Year Of Living Socially application as The Year of Living Socially application. It will now be known as NoTooMi.

How did we come to that? It’s a reference to TMI, or “too much information”. In other words, NomoreTooMI.

I’ve also been working behind the scenes on a few things, and hope to have some good news soon. In the meantime, I hope to have a first iteration by next Monday, when I’ll be taking volunteers for people who want to give her a shot. If you want to be on the list, head over to the NoTooMi site, and sign up for updates.

Claiming your blog on Technorati

Technorati has been around long enough that it’s practically ancient in Internet time, but it’s still a primary source of information on blogs for various topics, and also for how your blog is rated in terms of links from other blogs, so you will want to go ahead and claim your blog.

To do that, first go to Technorati and if you have an account, sign up or sign in. Once you’re in, click your username to get to your profile.

Fill out your profile, and under “My Claimed Blogs”, enter your URL for “Start a blog claim” and click the Claim button.

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Deciding on a social media strategy

Before we really get started on any of the technical issues for The Year Of Living Socially, we really need to resolve the social media end of things, so that we can fulfill the plan of implementing the technical end ‘in public’.  So the first thing we need to do is develop a strategy.  Now, I’m not going to pretend to be an expert; part of the Year of Living Socially project is for me to bone up on all things social.  But here’s a look at what I’ve learned, and what it means to this project.

[Note that because I’m basically a single person organization, this look will be geared towards small shops and freelancers (or as I’m starting to hear more and more, solopreneurs).  If you’re part of a much larger organization, check out the resources at the bottom for articles more geared towards additional things you need to consider.]

Effective technical writing typically follows a pretty simple formula, which you probably learned in school for writing essays:

  1. Tell them what you’re going to tell them.
  2. Tell them
  3. Tell them what you told them.

There are a lot of opinions on creating a social media strategy — Develop a Social Media Strategy in 7 Steps is a great starting place — but it basically involves the same type of simple and straightforward common-sense formula as writing a technical piece:

  1. Decide what you want to accomplish.
  2. Decide what you can do to can accomplish it.
  3. Do it.
  4. Measure to see if you accomplished it.

That sounds like a good way to accomplish almost anything, actually, but in this case we’re talking about some issues that are pretty specific to social media, so let’s look at how it applies.

Continue reading Deciding on a social media strategy →