Home ยป Archive: Posts by month

August 2009

After the sale, deliver the promise

By Ka Small | Sun, 08/30/2009 - 9:10am

I sat in stunned amazement last week following a service call with an agency management system sales rep. The call pertained to billing, technical support, and user group experience issues for a recently converted insurance agency.

Collusion for pay wall/collision with brick wall

By Jay Small | Tue, 08/25/2009 - 7:19am

First, Tim Rutten makes the case that saving "premium" journalism means an act of Congress -- specifically, an antitrust exemption so papers can collude on paid content pricing on their Web sites. Then, the reaction.

Steve Outing, for example:

Innovation's more than a chip shot

By Jay Small | Wed, 08/19/2009 - 1:45pm

I love this line of reasoning from Jeffrey Phillips. He remarks how his four-times-a-year golf game belies very low expectations of performance, then this:

"The comparison I want to make to my very part-time golf game is to the part-time efforts most firms put into innovation. If you want to be good at golf, you'll get instruction, play frequently and learn the nuances. Similarly, if you want to be good at innovation, you'll get instruction, work with a pro, learn the tools and use them repeatedly and constantly. Innovating occasionally is like golfing periodically. You may get in a few good shots, but you won't be consistently successful."

Must be redesign season in newsland

By Jay Small | Thu, 08/13/2009 - 7:21am

I often say a key goal of any Web site redesign should be to make the next redesign easier. Given the rapid pace of redesign launches among newspaper.com sites in recent weeks, it appears some last-generation design work was aimed toward that goal.

Video: MBA impressions from new grad

By Jay Small | Mon, 08/03/2009 - 7:55pm

Here is my last project for my last MBA course: a video to share my experiences in the Georgia WebMBA program.