Archive for May, 2009

  • Who you gonna call?

    img_0928-crop1

    You’ve left the station, you need a cab, who are you going to call? This lottery of eight choices, seen yesterday in Dinard, north west France, is a poetic demonstration of how lousy customer experience arises out of poor service design.

    So (here’s one to ponder for the weekend) what’s the chances of the person needing a taxi getting a driver who’s free with their first call? At busy times – when, by definition, more people want fewer available taxis -they can’t be much better than winning at roulette in the Dinard casino over the road. It could be eight calls and there’s still no guarantee of a car.

    Dinard taxi drivers are obviously an independent lot. Some chasm in their thinking or idiosyncrasy of behaviour has created a painful and potentially time-consuming dilemma for potential clients. What’s stopping the drivers clubbing together to have one number, a single base and a rota system?

    Is it mutual mistrust? Cost? Lack of demand making it not worthwhile? Or is it just a “sod the customers and make them pay” attitude? And by what stroke of chance or seniority did Michel Loquen come to be at the top of the list? Poor old Luc Tacher, stuck there at the bottom, must be having a hard time of things, or do more people call him on the sensible grounds that he’s most likely to be free?

    There’s got to be a better way, so here’s a challenge everybody: best use of creative technology and design to create the ideal low cost, customer-friendly, fair-to-all-drivers contact system for Dinard taxis. Rest assured all helpful suggestions will be passed on to Michel, Didier, Joseph, Philippe, Laurence, Jean-Michel, Allo (?) and Luc. After all, we have their numbers.

  • Here comes SocialMod

    We’ve pushed the first ‘live’ release of Socialmod today. We think it has the potential to become the ‘Basecamp of moderation’.

    SocialMod is a hosted moderation service that uses an API to receive items to be moderated (text, images, videos, tweets), processes them and then sends the verdict back to the client’s site.

    It’s our first product and the brainchild of our young Rails rock-meister Alex Maccaw. Alex turned up one day at work with a fully functioning prototype and said he’d like our help in designing and selling it, as well as letting him spend some work time on it. Its his company (LeadThinking is the parent company he’s set up) and we’ve taken a small stake. He’s already signed up paying customers, and the service has been enriched through the feedback of several of the world’s leading moderation companies – thank you to Tempero, eModeration and Escalate and everyone who participated in the beta.

    Socialmod’s solves a number of problems faced by site owners implementing social software and publishing user generated content.

    Firstly, the service brings moderation within reach of ‘the little guy’: the local football club, local community sites, the lower end of market and small businesses. The overhead of creating your own moderation software, or of using a moderation service is often too high for people like this.

    But Socialmod also offers moderation companies a number of benefits. Moderation software is – on the whole – pretty rubbish. There are lots of products, each with a different user interface to learn. With notable exceptions, they’re typically quite clunky and often buggy. Moderation companies have to learn how to use each and every system (there could be dozens in use by a single moderation team) and they waste time working round the clunks. Additionally, many moderation tools are bespoke applications that get the job done at launch but are difficult or expensive to upgrade as things change – and things change very rapidly these days as site-owners adopt more and more social functionality. And then there’s the need to integrate with an increasing number of external services – Twitter is the best example. Obviously, there is the scope for moderation companies to re-sell the application.

    There are a number of neat features we think will be really useful:

    • Twitter moderation (filter on replies/links/re-tweets)
    • New profanity settings – option to star profanity rather than block it
    • The option to embed moderation into your website using an iframe, so that trusted users can, for example, moderate in situ when signed in
    • We’re using an Amazon load-balancer with auto scaling dependent on demand
    • There are different plans for manual and automated moderation
    • A full audit trail
    • A referral and escalation system
    • Language filters
    • Spam filter
    • A profanity filter
    • Auto take down (if an item hasn’t been moderated within a specific timeframe – we’ve called this a ‘dead man’s handle’)
    • Flag take down (support for reactive moderation)
    • An analytics dashboard – a feature we’re planning to expand
    • A usage CSV download

    Fascinatingly, Alex has also set it up to work with Amazon’s Mechanical Turk Service, allowing site-owners to crowd-source moderation.

    Lots of releases in the pipeline and we’ll keep you updated with news. Another great design from Julia.

    Related posts:

  • Protect The Human new homepage

    Following up on Tim’s recent post on the new Protect The Human homepages, I’m going to write about the process I went through to create the final homepage designs.

    1. Sketching

    I started with sketches. Sketching ideas on the paper helped me visualize quickly what we wanted to achieve through the new homepages and how we wanted to address current site’s issues.

    It was an easy way to present the initial ideas to people involved in the project (client, creative director, developer, etc.), and made it easy to apply any changes required. It was also much quicker than creating the initial visuals in photoshop!

    photo_3

    2. Creating ‘grey boxes’ in photoshop

    After the sketching session I had a clear idea how to present both logged in and logged out homepage objectives. I knew the content that should go on the pages and I could start playing with it in photoshop.

    I started with laying out grey content boxes on the page, creating the grid, and showing the hierarchy.

    Logged in homepage

    hp_loggedin_p2_d002

    Logged out homepage

    hp_loggedout_p2_d00

    3. Designing

    The next step was to start the design. I did several versions of the homepage before achieving the final one. However, the previous two steps saved a lot of my time and made the actual design process less frustrating.

    Here are the final designs:

    Logged out homepage

    loggedout

    Logged in homepage

    hp_loggedin_blankstate_p2_d092

    _____________________________________________________________

    On the logged in homepage, for users who have only just registered and are new to Protect The Human, there is a set of 3 automatic, time-based actions suggested for them to take:

    blankstate

    Once user starts taking actions this panel changes to suggest personalized actions:

    actionsuggestion

    ‘Recent highlights’ panel becomes also personalized (Highlights for you) once user has specified interests. It displays the content based on user’s chosen tags and campaigns.

    highlightsforyou

    I’ve also created two templates for the feature area so that Amnesty has the flexibility to choose the type of content they want to show. They highlight crucial events, campaigns, etc., and urge the user to take action.

    Video template

    video1

    Image Gallery template

    imagegallery

    _____________________________________________________________

    Overall, I did truly enjoy the whole design process. Simple things like sketching can make the whole design process so much easier.

    More improvements to the site will follow as we’re currently working on them.

  • News: new release of Amnesty’s ProtectTheHuman.com

    We’ve made a new release of ProtectTheHuman.com, the social media campaigning platform and activism community we launched for Amnesty UK in August 2008.

    This latest release introduces:

    • a new logged-out home page designed to optimise sign-up
    • a souped-up logged-in home page that provides more personalised content and better signposting to activity throughout the site
    • a new global ‘eyebrows and beard’ navigation set at the top and bottom of the page – designed to make it easier for users to move between Amnesty’s network of sites
    • closer integration with the Protect The Human blog, to reflect its growing role as the ‘voice’ at the heart of the community
    • Twitter to the home page, as a link at this stage, but reflecting the ever-increasing importance of Amnesty UK’s Twitter network as a campaigning platform woven through just about all activity on and off-site at Protect The Human

    The combined effect of these changes is to create a more joined-up experience, and to make it easier for site users to discover and carry out online actions in support of Amnesty’s campaigns.

    But that’s not all. Another push in the next couple of weeks will see the deployment of Facebook Connect integration that will make it even easier to sign up, and take campaigning at Protect The Human inside Facebook. And Julia and Paul have started working on some changes to tighten up and optimise the Campaigns and Actions sections of the site and the way these interactions work.

    Well done to Julia and Oli for their design and front-end skills, as well as to our dev partners New Bamboo. Big shout to Amnesty’s Web team as well (especially Sara, Fiona, Sam, Aggie, Ben and Vero). We’ve all worked as one team on this project. I know Julia wants to write a post about the process we followed.

  • New release of Amnesty’s ProtectTheHuman.com

    We’ve made a new release of ProtectTheHuman.com, the social media campaigning platform and activism community we launched for Amnesty UK in August 2008.

    This latest release introduces:

    • a new logged-out home page designed to optimise sign-up
    • a souped-up logged-in home page that provides more personalised content and better signposting to activity throughout the site
    • a new global ‘eyebrows and beard’ navigation set at the top and bottom of the page – designed to make it easier for users to move between Amnesty’s network of sites
    • closer integration with the Protect The Human blog, to reflect its growing role as the ‘voice’ at the heart of the community
    • Twitter to the home page, as a link at this stage, but reflecting the ever-increasing importance of Amnesty UK’s Twitter network as a campaigning platform woven through just about all activity on and off-site at Protect The Human

    The combined effect of these changes is to create a more joined-up experience, and to make it easier for site users to discover and carry out online actions in support of Amnesty’s campaigns.

    But that’s not all. Another push in the next couple of weeks will see the deployment of Facebook Connect integration that will make it even easier to sign up, and take campaigning at Protect The Human inside Facebook. And Julia and Paul have started working on some changes to tighten up and optimise the Campaigns and Actions sections of the site and the way these interactions work.

    Well done to Julia and Oli for their design and front-end skills, as well as to our dev partners New Bamboo. Big shout to Amnesty’s Web team as well (especially Sara, Fiona, Sam, Aggie, Ben and Vero). We’ve all worked as one team on this project. I know Julia wants to write a post about the process we followed.

  • Why we don’t subscribe to Rupert Murdoch, and why we need a new kind of money

    New Media Age reports that ‘Times Online and theSun.co.uk are likely to start charging for content after News Corp chairman Rupert Murdoch ‘indicated such a model could be in place within a year’.

    And The Guardian is considering charging users to access specialist areas of its site to counter falling ad revenues.

    (I’ll give you a link to the stories, here and here, but with sweet irony N.M.A. has a subscription-only model so you may not be able to read them.)

    No surprises here. Their backs to the wall, display advertising collapsing under the weight of social media, traditional news organisations are retreating to a familiar industrial-era mechanism. Copyright, subscription, advertising: they’ve worked for 200 years or more, why won’t they work now?

    Well subscription won’t work because newspapers are not niche, not strictly professional (like N.M.A) and definitely not exclusive. Hell, the competition’s free and these days it’s as good if not better than organised, editorialised, branded journalism. I don’t buy my internet news in a newspaper, I pick it out from a broad and fast-moving stream of fragments and favourites and recommendations garnered from twitter, blogs, feeds and aggregators and it’s all free. I might want one little piece of the Guardian one day, two little pieces of the Times the next, I don’t want either all the time so why should I buy 12 month’s worth? You can’t buy my loyalty Mr Murdoch, there’s no value in it for me.

    There’s a massive failure of imagination here. We’ve said (again and again) that newspapers and magazine publishers have to make the shift from product to service and until they do that they’ll have nothing to charge for. The web isn’t a walled garden either (with a pay booth) and journalism no longer has to be collected into a proprietorial framework. Spot.us is just one interesting example of an alternative and imaginative approach to making a living out of journalism without the need for Rupert Murdoch’s capital or his distribution network. Spot.us works by popular commissioning. It might fill a gap left by dying newspapers using a business model invented for the social media age. Here’s the elevator pitch:

    Spot.us is a nonprofit project to pioneer “community funded reporting.” Through Spot.Us journalists can pitch ideas or the public can commission investigations that they then fund with tax deductible donations. If a news organization buys exclusive rights to the content, donations are reimbursed. Otherwise content is made available through a Creative Commons license.

    Spot.us aside, it’s not just a question of imagination. There’s also a failure of money. Everyone’s complaining that they can’t monetise social media and one reason is that incremental value is very small. Money’s magic is wearing thin when it doesn’t work as a medium of exchange in a massively fragmented world. How do I buy little bits of things with very marginal value (even bits of Guardian, bits of Times).

    If a credit/debit card is the only option then it’s simple: I don’t. The social web requires something different to ordinary money, it needs a new currency measured in 100ths or 10ths of cents or pennies that allows us to make simple choices with an ambient mechanism, so that people can choose to acquire tidbits with real value at a fair price, with ease and security.

    The debit card, just as it starts to replace cash money on the street, isn’t working on the net. Interestingly, there’s one system that’s already geared up to micropayments (except we need nanopayments) and that’s the billing mechanism for mobile phones. We need Mcash on the net please. Rupert needs it too (truck loads, probably).

  • Aaron Koblin on data visualization

    Data visualization artist Aaron Koblin gave a talk at BBH London yesterday which, being in the same building, we were lucky enough to be able to attend. 

    Aaron took us through his work, from his student days at UCLA where he worked on projects including the visualization of US flight patterns, to his work at Yahoo! and now Google Creative Labs (I’m sure some of you have seen the collapsing Google page experiments, which can be seen at Chrome Experiments - there are tons more and some of them are a lot of fun to look at, so you should!). A lot of his work, which you can find on his site, uses Amazon’s Mechanical Turk as a platform to channel the participation of thousands of people from across the world, all working in isolation from one another and with very limited knowledge of the projects they were working on. As Aaron mentioned, the interesting thing was to see how crowdsourcing in this manner is a good example of the sum of the parts being more intelligent than the individual parts themselves – a principle expounded on by James Surowiecki in The Wisdom of the Crowds.

    Music fans are probably familiar with Aaron’s work for the Radiohead House of Cards video, which used no cameras or lights, but merely manipulated data using a lasers and sensors to capture 3D images. There’s a lot of information on the video, and the video itself, at the Google Code site, including a ‘Making of’ video that explains the process. Watching the House of Cards video in this context made me realise how far technology is really advancing (as with the Toshiba time-sculpture ad), and the seemingly endless things we can do when data and technology come together. 

    Data visualization is a subject that really interests us at Made By Many, and it was great to see someone so involved in his craft explain the topic with a range of examples of projects that he’s worked on closely. Aaron’s tips will be useful for anyone who has ever sighed while looking at mundane Excel data sheets, or even creative souls who hit that road block when engaging with data from time to time:

    1. Looking at data in different ways completely changes your perspective on it.
    2. Use multiple visualization techniques – there is no one best way. 
    3. Think about data, not the ‘real world’. 
    4. You don’t have to use all the data that you have at your disposal, so don’t feel pressurised to. 
    5. Let your data free. The first thing that came to my mind when he said this was Radiohead’s ‘In Rainbows’ album (which was initially available on the web on a pay-as-much-as-you-think-it’s-worth basis), but I suppose that’s more a product than data per se!
    6. Work with Radiohead. OK, this was said as a joke but I guess working with someone who is ready to experiment with data, and, as Aaron said, people who are more talented than you always helps your own work. 

    Data visualization isn’t only about prettying up otherwise staid-looking numbers. Aaron’s work on the flight patterns made me recall this slide in a presentation by Matt Jones of Dopplr, who said that simply plotting the places members visited resulted in a map that was almost a replica of the world.

    picture-5

    And in response to a question asked by someone in the audience, Aaron also said that visualizing day-to-day data, as Nicholas Feltron did with the Feltron Report, can give you a birds’-eye view of your whole life, and in the long run that kind of information is quite useful and interesting to have on a personal level.

    We’re only at the beginning of the data visualization revolution.

  • HTML/CSS ninja and a couple of interns wanted!!

    So Made By Many is growing, slowly but surely. It looks like the bursting at the seams prophecy I blogged about recently may very well come true soon. 

    Anyway, we’ve decided the more the merrier and are currently looking for recent graduates who understand social media and are avid members of the Twittersphere to join us over the summer (i.e, for 3 months) as interns. The only requirements of the position are that you love the web and everything that goes with it and that you’re a can-do person with a curious mind. The internship is best suited for people who have recently finished university and are looking to add to their student experience, where we hope you demonstrated some of your enthusiasm for anything digital. In return you’ll get to work with a bunch of cool people with lots of experience in social media and a fun place to hang out in (as long as you don’t want to listen to classic heartbreakers or smooth jazz, two of Tim’s rules for the Made By Many group Last.fm account!!).  

    We’re also looking for a HTML/CSS ninja. This would be a full-time position so if you’re good with your tech skills, give us a shout to find out more. 

  • Highlights from Mark Boulton’s presentation at FOWD London 2009

    Mark Boulton was one of the speakers at this years’ conference Future Of Web Design (FOWD) in London. His presentation ‘Typography’s not on the Web, it IS the Web’ was the highlight of the day! It was very well prepared and very informative talk on the state of typography today.

    Here are the following highlights:

    1. What is typography?

    Typography is a language on the web. It conveys information in writing. A lot of data on the web is information. Language is information, therefore typography is a language.

    2. Designers role

    Authors have a conceptual model of what they write. Readers have their own conceptual model of how the information should be presented. It is designers’ job to interpret authors’ information. Understanding of the brand values and knowing the audience will help designers to bridge the gap between the authors’ and readers’ conceptual structure.

    3497042351_9cab8ba8881

    Photo by Vectorfunk

    3. Typography is information design

    Typography goes much deeper than just making things look pretty. It IS information design. A lot of typographic design is involved in splitting up and structuring the information. Typography is about conveying the information in the best way.

    4. Everybody can be a designer

    Not just qualified designers but everyone has the ability to be a designer with the tools that are available nowadays. People create newsletters, write blogs, use content management systems to create their websites, etc. These ‘amateur designers’ face a choice dilemma. They make bad design decisions because the tools that are available make it easy for them to make bad design decisions.

    Drupal.org is a good example of how to make bad design decisions. It is a content management system that Mark is currently working on to improve the user experience. 6 out of 7 sites created in Drupal are ugly! And that’s because the tools that are given to people make it hard to make the site look beautiful, i.e. users are left with the choice of 82 fonts (most of the fonts are not right for the job, i.e. Comic Sans). It would help users to make the right decision if the number of fonts was reduced and if they were given with the choice of two good fonts like Georgia and Helvetica instead.

    3497043997_894466cb76

    Photo by Vectorfunk

    5. Examples of bad typographical choices

    Typefaces are designed for a reason. 99% of typefaces have been designed for print.

    Comic Sans – 9 out of 10 times is a wrong tool for the job. It’s often used out of contexts and that’s because tools that are available for everybody make it easy for people to make bad design decisions.

    Meta Sans – is not a great font for the web. It never was designed for the web. It was designed to be used by German post office in print (i.e. postage stamps)

    Times New Roman – designed for print. Looks good on the web only in large size. Serifs are sharp and small, on screen become almost invisible in small sizes.

    So why not use Georgia instead? It was designed for web. Has got big, fat serifs that look good in small sizes as they don’t vanish.

    Web typography is limited, and we have to think hard before we make the right decision. While it might be easy job for designers it isn’t necessarily easy for the users. Our role as designers is to help users make good design decisions. We have to hold them by hand!

    It is also useful to go back to the fundamentals of good typography and raise the awareness among those who don’t know them.

  • Temporary Autonomous Zone revisited

    THE SEA-ROVERS AND CORSAIRS of the 18th century created an “information network” that spanned the globe: primitive and devoted primarily to grim business, the net nevertheless functioned admirably. Scattered throughout the net were islands, remote hideouts where ships could be watered and provisioned, booty traded for luxuries and necessities. Some of these islands supported “intentional communities,” whole mini-societies living consciously outside the law and determined to keep it up, even if only for a short but merry life… I called the settlements “Pirate Utopias.”

    I’ve been re-reading T.A.Z, The Temporary Autonomous Zone (Ontological Anarchy, Poetic Terrorism) by Hakim Bey.

    A.k.a Peter Lamborn Wilson, the author is an American anarchist/sufi/mystic with a lunatic perspicacity and I’ve been dumbfounded by the clarity with which T.A.Z reveals the landscape of possibility opened up by the web in the two decades since he wrote his essay in 1990. I saw Wilson speak at the second Doors of Perception conference in 1994 and must have been impressed enough to buy the book. Re-reading 15 years later it becomes immediately comprehensible as an analysis of transient freedoms (eg. Twitter as a T.A.Z, now being reeled in and controlled by Wilson’s seething megacorporate state) and ‘islands in the net’, where the shackles of redundant social and economic typologies are torn off. There’s a perfect parallel between his opening historical review of pirate utopias and the downfall of Pirate Bay last month – these guys set up their T.A.Z and stayed in one place too long, forgetting the central tenet of T.A.Z., which is:

    The T.A.Z is like an uprising which does not engage directly with the State, a guerilla operation which liberates an area (of land, of time, of imagination) and then dissolves itself to re-form elsewhere/elsewhen, before the State can crush it.

    You can get the full text of T.A.Z. online at http://bit.ly/YB36r), but here’s an essential flavour:

    Recently Bruce Sterling, one of the leading exponents of Cyberpunk science fiction, published a near-future romance based on the assumption that the decay of political systems will lead to a decentralized proliferation of experiments in living: giant worker-owned corporations, independent enclaves devoted to “data piracy,” Green-Social-Democrat enclaves, Zerowork enclaves, anarchist liberated zones, etc. The information economy which supports this diversity is called the Net; the enclaves (and the book’s title) are Islands in the Net.

    I believe that by extrapolating from past and future stories about “islands in the net” we may collect evidence to suggest that a certain kind of “free enclave” is not only possible in our time but also existent. All my research and speculation has crystallized around the concept of the TEMPORARY AUTONOMOUS ZONE (hereafter abbreviated T.A.Z).

    …The TAZ is an encampment of guerilla ontologists: strike and run away. Keep moving the entire tribe, even if it’s only data in the Web. The TAZ must be capable of defense; but both the “strike” and the “defense” should, if possible, evade the violence of the State, which is no longer a meaningful violence. The strike is made at structures of control, essentially at ideas; the defense is “invisibility,” a martial art, and “invulnerability”–an “occult” art within the martial arts. The “nomadic war machine” conquers without being noticed and moves on before the map can be adjusted. As to the future–Only the autonomous can plan autonomy, organize for it, create it. It’s a bootstrap operation. The first step is somewhat akin to satori–the realization that the TAZ begins with a simple act of realization…

    We are looking for “spaces” (geographic, social, cultural, imaginal) with potential to flower as autonomous zones–and we are looking for times in which these spaces are relatively open, either through neglect on the part of the State or because they have somehow escaped notice by the mapmakers, or for whatever reason. Psychotopology is the art of dowsing for potential TAZs.

    I love those last two paragraphs (especially the parts in italics – mine) the penultimate one because it’s very agile, very start-up, the last because, if you replace ‘State’ with Convention/Monopoly/Incumbant/Corporation/Old Media we have an apt description of what Made by Many sets out to do – dowsing for potential TAZs.

    Re-reading T.A.Z. reminded me that we didn’t create the web because the technology was available but because we imagined it – the freedom it might create and the disruption it would cause – and wanted it. Wilson and the cyberpunks who preceded him (Gibson, Sterling, Rucker et al) were writing in the time of the bulletin board and list server, well before there was anything really web-like but when what narrow bandwidth did exist was purely social. The reason I guess that we need reminding of this is that the transformation of the web from bulletin board to Great Big Shop in the dotcom boom shattered the link between the imagined world of cyberpunk and the tawdry reality of the bust. Now the link might be worth revisiting, so I’m going to dust off my copies of Neuromancer and Mirrorshades.

    One more word: in a preface to the second edition of T.A.Z Wilson rebutted a lot of his more literal ideas about the web (meaning internet), sometimes with good reason because quite a lot of it is faintly ludicrous – but also because 2003 was a profoundly counter-revolutionary period in the history of the internet. I’ll leave you with this – and especially the bit in bold – so suspend your disbelief and read on:

    At this moment [1991] in the evolution of the Web, and considering our demands for the “face-to-face” and the sensual, we must consider the Web primarily as a support system, capable of carrying information from one TAZ to another, of defending the TAZ, rendering it “invisible” or giving it teeth, as the situation might demand. But more than that: If the TAZ is a nomad camp, then the Web helps provide the epics, songs, genealogies and legends of the tribe; it provides the secret caravan routes and raiding trails which make up the flowlines of tribal economy; it even contains some of the very roads they will follow, some of the very dreams they will experience as signs and portents.

    The Web does not depend for its existence on any computer technology. Word-of-mouth, mail, the marginal zine network, “phone trees,” and the like already suffice to construct an information webwork. The key is not the brand or level of tech involved, but the openness and horizontality of the structure. Nevertheless, the whole concept of the Net implies the use of computers. In the SciFi imagination the Net is headed for the condition of Cyberspace (as in Tron or Neuromancer) and the pseudo-telepathy of “virtual reality.” As a Cyberpunk fan I can’t help but envision “reality hacking” playing a major role in the creation of TAZs. Like Gibson and Sterling I am assuming that the official Net will never succeed in shutting down the Web or the counter-Net–that data-piracy, unauthorized transmissions and the free flow of information can never be frozen. (In fact, as I understand it, chaos theory predicts that any universal Control-system is impossible).

You are currently browsing the Made by Many blog archives for May, 2009.

Our latest tweets

Categories

Archives

Find us on the web