I was at a Media conference last week. A Journalism Prof dissed Twitter all night long. How could anyone cover a story in 140 characters? In the last 2 months in Canada we have had a regulatory fight – in essence the web is being seen as another entertainment channel where the most important part of the equation is how much we should all pay for watching movies.

I think that this idea – that the social web is trivial and just about fun is wrong and dangerous. I think that its true importance has to be put on the table politically.

Japan nails this issue for me.

Once again, as a huge story breaks, many of us have found that Social Media has given us a better sense of the event than the traditional news POV.

Big news just cannot get at the scope of such an event or touch its immediacy.

Some like the BBC and Al Jazeera are finding a good way of covering such a story – which is to act as an aggregator. They make it easy – you got their their site – I use Livestation as a portal.

Some like NPR are finding out that their one man news platform – Andy Carvin – who is personally aggregating offers a good view as well. Andy and his readers tend to use Tweetdeck

So what are the lessons for the rest of us?

1. If you are in media – curating and aggregating is the way that breaking news will be covered. So what does that imply? It implies a new model for news. At the centre aggregation and then context setting. For you no longer have to do a 90 second view of an event. You can cover the event 24/7 as see what pattern emerges – while you do this – as the pattern becomes visible – you add context. We can start to get out of the sound bite perspective. This will also cost you a lot less to do and improve your coverage. This works on all scales. If you were my local paper or my local CBC station on tiny PEI – population 140,000 – you could offer a massive range of stories – from ALL the sport every game on the Island – to a breaking weather event this way. Maybe for less money than the current system that can only cover 20 stories a day. The same is true for world news as we are finding out now. News will get better and better the more we go down this road. We will all be more informed and we will indeed all become part of the story. I was riveted by a Skype interview from the BBC in London with a woman stuck in her apartment in Tokyo – what was going on was represented in the most human and direct way. I was there. Old news is trivial when compared with this!
2. If you are in the crisis business – In spite of all the mess in Japan now – imagine how much harder the rescue efforts would be without social media? With good aggregation and intelligent filters it will be possible to get a handle on what is going on in a much better way. Again this works at all scales. Back to my little place PEI. We have been having very bad weather and road conditions recently. The mainstream media are starting to do a good job at aggregating the reports of the citizens. The result is that we all know so much more and in real time. We will all get through bad times better. I bet that in the years to come much of the story will be about how social media saved many lives.
3. If you are in a crisis - Imagine being in a badly hit place in Japan and not having a working cell phone versus having one – Could be life and death for you. Imagine if you are at your office in Tokyo and your family are on the coast. How are you going to find out if they are OK? I recall in the early days of Social Media looking for my lost daughter among the pictures of the dead in Thailand – she was OK thank God! so look ahead and think about how your access to the web is governed now. Will many people be excluded because they cannot afford to pay? Will the system be too vulnerable to survive a big problem? Is the system only about the needs of the IP’s or is there a larger context here?
4. If you have a service or a product to sell - How can you not use this avenue for listening and responding. Gone are the days where you could wait for formal research. Gone are the days when you asked the questions. Now you listen and you see the patterns. Tools like Darwin help a lot here. Will you be held hostage too by the IPs? Will the IP’s be able to levy any kind of tax they want on your business? Can they exclude you?

The biggest lesson then for me is that the web and social media are not just toys where I watch movies, hear songs or play games. The web and social media is now the most important part of any society’s social infrastructure.

This implies that it cannot be regulated as merely another entertainment channel. It has profound public value that has to be put first.

Societies that have a healthy and widely used and easily accessed web and social media system – will be better informed and more resilient in the shocks that are inevitable in our future.

The private interests of all have to be subsumed to the public good.

Most organizations know that the web is important today – even the most dinosauric. But for most, the web is an up and coming “channel” and most still don’t have a clue about social media – they do it because they have to and they do it without much understanding about how it works and how different it is from their old “Normal”.

The final arrival of the Beatles on the web – mainly as we see boosted by social media – shows the new reality. That the web amplified by good use of social media is now the primary way of connecting what you have to the public.

Billboard magazine reports that The Beatles sold more than two million individual songs worldwide and in excess of 450,000 albums in its first week on Apple’s iTunes Music Store. (The Beatles’ catalog was added to iTunes on November 16th.)

According to Experian Hitwise, it was social media — not search — that drove a lot of the online interest and, more importantly, the online traffic surrounding The Beatles addition to iTunes. Consider this stat: On November 16, the first day Beatles songs were available on iTunes, 26% of UK traffic to Apple.com came from social media, about double the amount that came from search.

This nail in the coffin of old marketing is what NPR discovered. When I worked for NPR back in 2005 – attracting a younger audience was thought to be vital. But at the time this meant that somehow the content should be changed. But what they found was that if you changed the medium for connection to Social Media – the young came – they loved the content – they just will not access it in the old way.

In a survey of more than 10,000 respondents, NPR found that its Twitter followers are younger, more connected to the social web, and more likely to access content through digital platforms such as NPR’s website, podcasts, mobile apps and more.

NPR has more than one Twitter account; its survey found that most respondents followed between two and five NPR accounts, including topical account, show-specific accounts and on-air staff accounts.

The data on age is hardly surprising. The median age of an NPR Twitter follower is 35 — around 15 years younger than the average NPR radio listener. This lines up with data we recently found about other traditional news media; the average Facebook user reading and “liking” content on a news website is two decades younger than the average print newspaper subscriber.

Isn’t this what has happened to the Beatles? Good content is good. If you have a product or a service or cintent that is good and is not available on the web via social media – you are punishing your business.

So what does this mean? The jury is no longer out. If you are not using the web and social media well – you are no longer cautious but stupid. You are refusing to see the world as it is. Now I know why you won’t move. Because this is all new and you are not any good at it. It’s like me taking up skiing in my forties. What had held me back was how awkward and stupid I would look and feel. But you know – no one cared about how awkward I was and learning to ski then allowed me to spend 10 winters with my kids having a hell of a time. I am 60. I started blogging back in 2002. I was utterly pathetic at it. But over time, I got ok. You can be too.

The real question is do you want your TV station, store, business to survive? It’s still not too late but it is getting close.

Who can help you? Well there are a lot of shysters out there. “Self proclaimed” Social Media Experts who have been involved for a year or so. So here are a few questions to ask to ensure that you are getting someone who can help for real:

• Tell us about who you have worked for in the past that you have helped make the shift in mindset? They must have been able to help another make this shift in POV
• Tell us who your friends and network are? The shysters know shysters, the real folks know others who know their stuff and their network is as valuable as anything that they know.
• Show us what you have written that moves the cheese! Shysters pound on about Facebook etc, the real deal is part of a larger deeper conversation about what all of this means.
• Show us how knowing what you do has helped you in your own life? Most Shysters still live in the 1.0 world themselves. The real deal don’t – living this life has changed them radically – they have been made different by this and you will know this when you compare the 2 types. PS relentless self promotion is a give away!

Some advice about process:

• There is no formula/cookie cutter – it is not about using Facebook next week – it is about changing your own mindset. So start with lots of conversation about what is going on and where you can start – you cannot know where you will end up right now – don’t try and go there.
• Our mindset is changed not by will but by new habits – try a few smallish experiments and label them as such – look at at others who have done well and see how this may give you a start – Have a look here at how Boingo have used listening or look here about how Kotex have used a deep question. These are powerful places to start to help you be different for in the 1.0 world we don’t listen, we shout. In the 1.0 world we don’t ask tough questions, we live instead in a clean, fun, smooth fantasy world where periods are the best part of the month.
• Hire one or two great young folks. Andy Carvin - just one person has done more for NPR than an army of consultants. Same with Baochi at Boingo who enjoys the confidence of the CEO.
• Persevere!!! This is really really hard to execute – the tools are simple – it is the shift in mindset that is so painful. I have found that as much as I and others know the direction the day to day part of the journey is stressful. Think of Christopher Columbus on his first voyage. He “knew” that there would be land if he sailed long enough west. But his crew did not. They also had to deal with storms etc, When they arrived, it was land but not the Indies – the destination was different. People got upset. When you do this – all of the trials of Columbus will come your way – Doubt, fear mutiny, disappointment – the lot. But there is no going back – you just have to push through.
• Last point – anyone who tells you that this is easy and they can show you a step by step formula is a Shyster

So stand up for our species. Be a Sapiens and not a Sap and good luck to you.

There are any variety of descriptions and debates about what E2.0 is and isn’t. One of the challenges is that the answer is contextual for each circumstance: there isn’t a ‘right’ answer. But there is a ‘just right’ answer, borrowing a line from Goldilocks.

The potential for E2.0 is to help right the many wrongs that employees face each day, just trying to get their work done. It’s a matter of ‘fit’ — in too many cases, what they’re given to work with doesn’t ‘fit’ the circumstances. It has less to do with usable, than useful, and would preferably be the right fit: just right.

Let’s start with a classic: desktop software. How well does the classic desktop software meet the ‘just right’ needs of employees for the preponderance of daily activities? How much cognitive overload has not been designed out of these tools and related corporate processes?

How do we simplify for ‘just right’? We learn to design business fractals. Fractals are the means by which simple scales, the means by which to avoid too much and yet achieve endless possibilities: orderly chaos = complexity…vs. the complicated littering the halls today, which is simply a collection of stuff with no relevant underlying order (the operative word here is “relevant”).

Here’s where we transition from fairytale to reality. For Goldilocks’ scenario, in each case she was given a choice of three options and from those options she chose the one that ‘fit’ best. The problem is that those choices were pre-staged. There’s a cost to providing pre-staged choices. Because we’re not living in a fairytale, there is no way to pre-design for all the possible scenarios that would determine what would be ‘just right’.

I misspoke earlier. We don’t really want to design business fractals, we want to design ‘for’ business fractals — we want to provide an infrastructure for the fractals to emerge on their own. How do we do that? With structure…’just right’ structure — not too much, not too little.

We provide the means for stuff to happen, but don’t assume that it will happen. It requires active vigilance.

What form does such structure take? Micro-structure, just like the fractals. What does micro-structure look like? Ask any Marine who knows how to apply the Rule of Three. The beauty of the rule is its flexibility.

There is no set size (number of troops) assigned to any specific element. The size of an element of command depends primarily upon the type of unit and mission. For example, an aviation squadron would have a different number of troops assigned than an infantry company because it has a different mission, different equipment, and therefore different requirements.

While the reference used is “rule”, in reality, I prefer to consider it an axiom — something that can be applied in any variety of conditions and isn’t subject to a specific context to remain true.

The word “axiom” comes from the Greek word ἀξίωμα (axioma), a verbal noun from the verb ἀξιόειν (axioein), meaning “to deem worthy”, but also “to require”, which in turn comes from ἄξιος (axios), meaning “being in balance”, and hence “having (the same) value (as)”, “worthy”, “proper”.

Test that concept in any business setting. Most things in a business called “rules” are only relevant in particular contexts. Change the context: the rule breaks, just like baby bear’s chair — even though it was originally ‘just right’. Look for rules that need breaking or often have to be broken to get stuff done. Study it long enough to find the core truth that needs preserving and claim the underlying axiom. Find ways to make it observable, evident. As Eric Berlow suggests in his July 2010 TED talk, “Hone in on the sphere of influence that matters most.”

In reality, all businesses have a natural order. The problem is that we’ve been deluded into believing that we need to ‘create’ order. We need to embrace the natural order that is inherent — but to do that we have to find it first. We have to adopt eyes that can ’see’ it (like 3D stereograms).

Let Goldilocks be your guide for providing ‘just right’.

Postscript: A grand thanks to @hypergogue for providing much of the sample fodder that uniquely illustrate concepts that have been ruminating for some time — allowing me to get out yet another ‘blog post stuck in my head’.

After many years of thinking and talking, here Sir Ken I think nails the problem and gets the direction for the right new path correct. Helped a lot by the guys at RSA.

So what can we do with this insight?

My experience in public radio and TV – which also is at a crossroads from one culture to another – is that we must not underestimate the power of the entrenched culture. Most people inside pub radio/TV and in education are so invested in the old that they can only fight an alternative.  This is not because they are bad or stupid – it is because they are human and their identity is the system as it is. So to change it means that they have no place. So they cannot go to the new.

If you long for a better education system – you are also worried about how to breakthrough all these barriers. You don’t know how to change the system. I think that we can look at what is happening in media and find a way.

So where is the change happening in media that we might use to help us in education. As I write them I can see how these factors apply to education - can’t you?

• The long term effects of the poor economy is pressing the system
  • The school system is under huge funding pressure too
  • In higher ed – the degree also costs too much now and drives loans that canot be repaid
  • Kids will seek out new ways – they have to
  • In the next 10 years the pressure to find a new way for the money will become unbearable – thus creating the same kind of context for change that we see in media

• There are organizations like Craigslist that are killing the economics of the old and forcing economic pressure – the old way leads to economic starvation and sets a context for change
  • There are new online schools such as the Khan Academy that offer kids a wonderful alternative to school
  • Great Schools like MIT have put a lot of superlative content online
  • Kids are voting with their feet - better content will be available online for next to free as with Craigslist and personals that will ad to the economic pressure

• The web has a bunch of new tools such as Twitter, YouTube, Netflix, iTunes, Apple TV etc that are empowering new sources and new ways of finding, producing and using content
  • Same for Ed - iTunes, YouTube are already there
  • Why take Math with Miss Jones when you can get the world’s best math teachers on your time at your pace?
  • Parents will buy into this too

• There are entirely new organizations – Huffington Post, Daily Beast, Politico – Greenfield that go through no transition but start with the new model – they are forcing competitive pressure
• There are a few old leaders who get it and have enough critical mass inside to go for it now – The Guardian in the UK and NPR – they are forcing change on their system
  • Athabaska and Phoenix come to mind in higher ed – they are moving to the mainstream
  • Soon there will be Grade Schools that have the same features

• There are  few local small organizations that have the leadership to go for it too and are making enough progress to show the rest - KETC is the one I know the best.

So what to do?

Don’t think about changing the whole system!!!!! It’s too big and powerful.

Instead take advantage of these powerful forces.

If you are a learner – Explore the new world of resources – do not feel trapped in school as it is or feel that you have to wait – enough change is here for you to take full advantage now

If you are a parent – see the whole picture for you child – help line them up into that is now available that is more fitted to them and at a cost you can all afford. Vote with your feet.

If you are a school board - Learn how to make the shift from the old to the new – Do a KETC – pick a school with the right leadership and try the new in ONE place – learn from this – use this test bed to expose others to the new from their peers.

If you are a teacher – Learn how to be the new – participate in the new world – be a citizen teacher – offer content or coaching – learn how to be an entrepreneurial teacher who can hang up their shingle on the web or locally. Be the math coach or the history coach in your place or globally!

If you are a social entrepreneur - Build the new a place together so that you are the convener of the a place where kids can be together and yet be part of the a larger universe of resources that fits them!

It’s coming folks – the forces in play are too great to stop it. BUT you have to be a player now if you want to benefit.

What would it be like if your business had a sales, marketing and support force that was 1.3 million strong that you did not have to pay for? What if you could source this leverage with a tiny central force? Sounds impossible? Do you have any idea of how this could work?

Now that everyone is using Social Media – what I am seeing mainly are people who using the new tool in the old way – trying to shout above the noise – “Look at ME!” “Aren’t I cool!” “Aren’t we good!”. I am seeing a Dilbert approach – “Let’s have a Facebook site” “Let’s get on Twitter”.

Most do what most do when a new technology arrives – they apply it in the old way and so get nothing in response.

So what then is the power and leverage that you can harness by using social media well?

Boingo are on their way to finding out how to do this. Oh yes and I am one of the people that are part of this and oh yes I am not being paid and nor do I in any way work for them. I am living the theory.

So how might this work and so how might you do this too?

Boingo have a class of people that are deeply committed to the enterprise that Baochi calls her “Super fans”. They and why they are connected to Boingo and each other is the core of the leverage potential. We will meet 4 of them in this post who agreed enthusiastically to be interviewed by me. As you will see, these Super Fans are attracted first of all to Boingo by the obvious:

• The service – easy one stop access to Wifi in Airports and Hotels – is now no longer a nice to have for travellers but an essential
• The support for the service is outstanding – got a problem – you get instant personal help

But a great product is not enough. Nor is good service. What is the differentiator for Boingo is the human nature of the relationship that Boingo has with its customers. Most organizations do not allow their people to be human. Service people are often ciphers working from a script. Boingo have set up an environment where their key point of contact is a real person who is allowed to be herself.

She has a name and a face and we are all in awe and a bit in love with her. We all feel her presence watching over us. It is way more than getting her help when we can’t sign on. She watches out for us. Have a problem – A quick tweet. In minutes she is there. She is like the guy who runs the old corner store who holds your keys when you go away, keeps an eye on your kids in the street, helps you find a new roommate.

As Nuno Montegro, a customer in Portugal says – It is not what she says but how she says things that is the difference.

Nuno is like me, a customer who actively refers others to the service.

Most of Social media is all about Weak Ties – They are very useful but Weak Ties don’t get people to do much – or risk much – or commit much – that is why they are Weak – they are easy.

If you want to do something – Civil Rights in the US – you need Strong Ties. (Nice new piece by Malcolm Gladwell that explores Weak and Strong Ties in depth)

The key to attracting Strong Ties is being human. It is NOT PIMPING your product. It is instead to show that you really do care about ME. It is instead to show that you can indeed be trusted.

How do you show this? Nuno makes the point that every service and product fails at times. The key is to offer the best possible response to the inevitability of a problem. The best possible response is to know from experience that if there is a problem, you can reach a real person quickly and that they will go the distance to help you get it fixed. “I felt as if I was the only customer in the entire world when she was helping me” Nuno told me. I had the same experience.

Attracting Strong Ties is all about “Giving”.

Aaron Strout is the CMO at social media agency, Powered Inc. and is also Super Fan. “Boingo is proactive and they don’t expect a direct return – they are not selling all day – so if they want an inch, I go the mile back. It’s Karmic! I know if I have a problem that they will look after me. If people are good and do good, then good comes back. Not necessarily directly but good gets attracted back. We talk about a wide range of things that affect me not just the product – which is great too – have to have that – they listen.”

What Aaron is talking about here is a very old model for an economy that was the centre of all tribal economies – the Gift Economy. In the Gift Economy, the Big Guy is not the man who has the most stuff but the person who gives the most.

This is the power in networks – this is how Open Source Works too.

Cliff Bremmer is a programmer who works for a company called Carley Corporation that bids on government contracts to develop instructional CD base/computer based training for the US military.  ”In my spare time I help companies understand and navigate the social media spectrum in a professional yet interactive way.  The company I’m currently helping is the one my father works for called the Jamaica Pegasus Hotel“.

The Gift?

Not only is he a fan but in interacting with Boingo he has learned a lot about how to use SM media well. “If there is anything I’m proud of lately it’s that I helped the Pegasus Hotel promote their brand with the help and support of @Boingo and other companies to become one of the most popular brands in Jamaica.” Boingo is  not only helping him with his travel and Wifi but is talking with him and helping him help his dad in his business with advice and Tweet Up prizes such as free access and bag tags. The Gift in action!

He can see the flaws of how most use SM – “They are stuck in self promotion versus communication. I can see through it all – it’s all about them.”

In the Gift Economy that drives Trust and so Strong Ties, the starting point is YOU. In the non network economy the starting point is ME. No small difference!

Shelby Rogers is a flight attendant, a serving soldier (in the active reserve) and the wife of a serving soldier. Travel is her life. When she is not working, she travels. Access to Wifi has made her travel better – “I now know more than the Gate Agent does about my flights!” and it has taken away much of the loneliness that travel brings with it. Who has not been alone eating room service and watching TV in our room? “I can stay in touch with my husband on Skype and every city seems to have a friend in it.”

For Shelby, Boingo is a service that truly meets her needs. But it is how Boingo is connected to her that has transformed a pleased customer into a Super fan.

How often has your service provider taken you out to dinner? “We have even had dinner recently. I am now a walking billboard for Boingo with winking bag tags!”

So what does this mean? What are the lesson for both Boingo and for you?

• Baochi is no accident – the Boingo senior leadership have created the role and given it the space to enable someone who is naturally humane to be herself inside it. This new way of using Strong Ties to be the centre of a network is all about culture. In most cases senior leadership is too scared to let go. But if you do let go and create this safe place then the power of the network effect can be yours
• A really powerful network has to have an inner core bound by Strong Ties. This is where the leverage is. One staff person like Baochi can without too much trouble have close ties with 34 people. That gives her an outer network of 1.3 million. If she can handle the Dunbar limit of 144 that creates an opportunity of 400 million! You can see that with the right person, you can have a vast reach – provided you realize that your goal is not to have thousands of relationships but a few Strong Ones
• The secret is the math of social leverage. Many of you know about the “Dunbar Number”. Some of you know about “Magic numbers – the hierarchy of trust in human groups. If you don’t here is a quick primer.

So what now?

I think that the next stage would be this:

• At the moment all the Super Fans have a strong relationship with Baochi – I think that the best next step might be to find a way to connect them to each other
• At the  moment most of the dialogue is still about the obvious and excellent service that Boingo provides – I think that some of the work that the Super Fans could do might be to deepen the conversation – Shelby touched on this in her interview with me – What is it that being easily connected while travelling does? In her case it helped her deal with isolation and loneliness – it helped her do her job better – it kept her in touch with her husband – these are deep issues that I think connect all of us who travel a lot

As I think about networks, I think about the laws of physics. All systems have order and attractors. Some force is needed to keep systems coherent.

Think of the Sun in our own local system. It has mass that provides a gravity that holds all the planets and asteroids and stuff in a pattern. It has energy that creates life in the system. I think that any healthy human social system has to have gravity and light.

At the very centre is the “Right Space” a Trusted Space created by the leadership. In this Space, the Right Person – Right being a person who as part of her natural persona truly cares about others. Connected to her is the fuel and the mass that makes up the Sun – the Super Fans. The closer they are to the centre and the closer they are to each other – the more mass and the more energy. The more mass and energy, the larger and more healthy the network of Weak Ties that form up around the Sun.

What gets in the way is our fear about losing control.

At Disney the surface of the Brand Icon never changes but inside the mask is a person who changes all the time and so is never allowed to speak.

But in the new world we have to take off the costume and let the person inside have conversations with the public – HARD to do.

Email usage has dropped 28% in the last 12 months! (Matt Forcey)

A recent study by Nielsen that focused on how Americans spend their time online, unexpectedly found that email usage has dropped by 28% over the last year.  Since we’re certainly not communicating any less, what are people doing as an alternative?  Not surprisingly, the data show that social networking use increased by 43% over the same time period.  A separate analysis determined that Mobile Internet use has also increased dramatically.

When I used to have a real job, one of the things I hated about being on vacation was the dread of what woud face me in my email inbox. As it became easier to access email remotely, I began to check in every day just to keep the load and the surprises down. Today when accessing email remotely is commonplace nearly all my pals in the conventional workplace tell me that they do the same. (The full report is here)

The young, under 30, hardly use it at all – they don’t even use the phone.

But what about the rest of us who still work for and with organizations that make email the centre of the communications system? Can you push back and get more productive? Here are two well known people who have confronted this question and have won the battle.

My old pal Luis Suarez at IBM is best known for his war against email and the misuse of it that crushes productivity.

I have been consistently getting less and less email by the week, and, even more exciting, way below the 20 emails per week mark!, which surely is making a good progress from when I started 2.5 years ago. Remember, at the beginning, before starting this experiment, I used to receive 30 to 40 emails per day! And now, 2.5 years later, it’s just 17 emails per week! Yes, indeed, you are reading it right! I’m now averaging 17 emails received per week, while the majority of my online interactions are now happening through social software tools.

So, to me, it is not just a drop of 28% in the past 12 months, but way over 90% of the email I used to get! And, not sure what you would think, but that’s *huge!* Yes! Being able to state how email is no longer the only game in town for me, quite the opposite!, actually, is a good thing. It proves it can be done! It proves I am not the only one who can make it happen. And this is when it gets really exciting! When you see other folks increasingly paying more and more attention as to how they interact with their email Inboxes and how they effectively start looking for ways of reducing such email clutter.

Very exciting, indeed! Even more when you notice it’s folks around you who are starting to ask you how you can help them eliminate most of their incoming emails and instead progress towards a much more receptive adoption of social software tools for business. That’s why I’m pretty jazzed up about seeing a whole bunch of fellow co-workers who are continuing to make efforts to reduce their email workload. To the point where entire teams are figuring out strategies to make it work for them and over the last couple of weeks I have been working with a couple of them where there is plenty of promise ahead! Yay!

But it gets better! Because over the last few weeks as well I’m starting to notice how even customers want to figure out ways on how they themselves can get rid of, or reduce substantially, their incoming email. And they seem to keep finding me out there as they search how it can be done (Double yay for #lawwe), which is really good news, because I have been invited a couple of times already to go and present to them how they themselves could live “A World Without Email“.

Why and how did Luis do this? Here is a link to an excellent interview with Luis conducted by the Doyenne of the Social Media world in Canada, Nora Young at Spark (CBC Radio). The interview was almost exactly a year ago and as with this post was timed to appear as we all struggled back to work and a full email inbox.

Luis’ main issue with email is that it makes it too easy for someone else not to care or know if you are busy and to impose work upon you or to engage you in their politics at no real cost to themselves. For instance – if I was to send you a large document as an attachment – there are many steps that you must take to read it – and then it all gets even worse if you wish my comments etc. Far easier to share a document. For instance, how many times have you got a “Cover my ass” CC or BCC? When what was really needed was a real debate? How many tomes have you been really busy and have a colleague impose a deadline on their stuff on you? This is the kind of behavior that Luis objects to.

Or what about all those newsletters that you don’t have time to read? Or those missives from on high from senior management that tell you how great they are or how we all have to ull up our socks?

Luis is not the only person pushing back. Jason Fried CEO of 37 Signals has an impassioned plea about how the workplace itself crushes productivity.

Yeah, my feeling is that the modern workplace is structured completely wrong. It’s really optimized for interruptions. And interruptions are the enemy of work. They are the enemy of productivity, they are the enemy of creativity, they are the enemy of everything. But that’s what the modern workplace is all about, it’s interruptions. Everyone’s calling meetings all the time, everyone’s screaming people’s names across the thing, there’s phones ringing all the time. People are walking around. It’s all about interruptions. And people go to work today, and then they end up doing most of their real work after work, or on the weekends. So, people are working longer hours, people are tired – I’m working 50-60 hours this week. It’s not that there’s 50 or 60 hours worth of work to do, it’s because you don’t work at work anymore. You go to work to get interrupted.

What happens is, is that you show up at work and you sit down and you don’t just immediately begin working, like you have to roll into work. You have to sort of get into a zone, just like you don’t just go to sleep, like you lay down and you go to sleep. You go to work too. But then you know, 45 minutes in, there’s a meeting. And so, now you don’t have a work day anymore, you have like this work moment that was only 45 minutes. And it’s not really 45 minutes, it’s more like 20 minutes, because it takes some time to get into it and then you’ve got to get out of it and you’ve got to go to a meeting.

Then when the meeting’s over, you’re probably pissed off anyway because it was a waste of time and then the meeting’s over and you don’t just go right back to work again, you got to kind of slowly get back into work. And then there’s a conference call, and then someone calls your name, “Hey, come a check this out. Come over here.” And like before you know it, it’s 4:00 and you’ve got nothing done today. And this is what’s happening all over corporate America right now. Everybody I know, I don’t care what business they’re in. Like when I talk to them about this, it’s like “Yeah, that’s my life.” Like, that is my life, and it’s wrong.

And so I think that has to change. If people want to get things done, they’ve got to get rid of interruptions.

Email is just part of this uncritical work culture that forces many to do their work after hours at home!

So what do Luis and Jason offer up as an alternative?

Luis still thinks that email has a place – in calendar management and in private one on one matters such as salary etc. But he has found that he can push back and negotiate a better way for nearly every category of work. Want me to work on your document – then share it with me! Have an issue to solve – open a conversation in public! Want to avoid being put upon by others – work in public so that people can see when you are busy – so if you use shared documents – people can see you are editing or drafting.

The whole point is to learn how to protect your time.

Jason has  the same advice.

So, this isn’t really a plug, but we use our product called Campfire, which is a real time chat tool. That is our office. Campfire is our office, and that’s a web based chat tool where there’s a persistent chat room open all the time. Anyone who has a question for anyone else in the company posts it there and in real time, everyone else can see it if they’re looking at it. But if they’re busy, they just don’t pay attention. And then if non one responds, then that means someone is busy. Not like, I’m going to keep calling their name until they turn around. That’s what it’s like in most offices. Or you ring someone and they’re not there and so you call their name, and they’re not there, so you go to their office and you bang on their door. If someone doesn’t respond in Campfire, it means they’re busy. And unless it’s a true emergency, where you really need an answer right now, then you just let them be and they’ll get back to you in three hours. And the truth of the matter is, there are almost no true emergencies in business. Everything can wait a few hours. Everything can wait a day. It’s not a big deal if you get back to me later in the day for me to know right now.

And the other thing about interruptions and calling people’s names, and ringing them on the phone and stuff, it’s actually really an arrogant sort of move because you’re saying that whatever I have to ask you is more important than what you’re doing. Because I’m going to stop you from doing what you are doing for me to ask you this questions that probably doesn’t matter anyway. So, we’re very cognizant of this, and we make sure that we only ping people, that’s what we call it, digitally and in ways that will not really get in their way if they’re really busy.

He uses his own tool but of course there are many tools that we can use – the tool is not the key it is the idea of working in public that is.

How do you get others to play? Well if you are Jason – it’s easy you are the CEO! But Luis is not the CEO. He publicly told the world that this was his intent. He pushes back and negotiated with his own team and colleagues – and the value of this spread out.

Here is a mind map from Luis that shows you his process and his results

The Dominos “YouTube Adventure” last week  – when a couple made a disgusting video of what they did in making a Dominos Sub – is I think a “Rubicon” moment.  Not just for Dominos, who had already put their toe into the river of Social Media but for every enterprise. (Excellent revue here  by Frederic Lardinois from Read Write Web on what happened + Stats + Dominos response + an analysis)

All your customers, voters, members, suppliers – the public are now linked. Newsworthy events that are good and bad will spread like wildfire. Look at the “Good” event of Susan Boyle – as of this date 20 million views in less than a week!

The Rubicon is that – whether you like it or not – the public are now linked so well, that anything said about you will now spread everywhere and very quickly. This linkage, and hence the speed and immediacy of the spread, can only get wider and faster. Maybe, in a few months, events that affect you will spread instantly to everyone. What will spread the fastest of course will be the bad things.

So the new reality is that it is what others say that will matter not what you say. So your reputation – your brand – the trust you have – is now not longer easily or directly controlled by you.

You have to be swimming in this river to have any chance of protecting your name.

As with Dominos – using the new social media tools is not enough. You will have to understand and become a master of how to live and do well in thus new world.

Compared to many today, Dominos were somewhat ready. But even then – I think because they had only installed the tools but not the culture – they were awkward. They were late in catching their problem. Late in a their response. Stilted in their response – they did not understand that a scripted response is not going to help much.

They were still operating the new tools with the old culture.

They gave their CEO a script. He read from the prompter and did not make emotional contact with the audience. But Dominos still did well compared maybe to you! For do you even have the tools?

But of course it is not just about the tools. The issue is that you can no longer control. So their new plan is of course the old plan – “let’s control the store”. Their key response is to ban video cameras from their stores! This means a ban on cell phones really and how practical can that be?

The only effective response will be to get into the river with everyone else and get really good at how to behave in this new river. It will be to become so engaged that the conversation can be affected or shaped. You have to be a trusted part of the conversation to do this. You cannot just barge in.

Dominos and you will have to unlearn and put away all of what made old PR work. For all of PR up to now has used “Message” – a tightly controlled and scripted response where the text is key. Now you have to use “Presence” – an emotional message where the authenticity of the humanity of the “speaker” carries the point. Volts versus Amps.

This River will soon operate at the speed of light. To protect your name, you have to be a major presence in the river now. You have to merge with the river so that your nervous system is acutely attuned to the slightest hint of trouble. The leverage is Trust. Only a trusted player in the river will have any chance of settling down the ripples.

To have the Trust, you need to be known. To be known, you have to be a person and not an institution.The people that represent you in this river have to be free people who can be trusted. They have to have won the trust of the river. If trouble occurs, they have to respond immediately without a script. They have to be empathic and not controlled.

This role is foreign to institutions who are all about control. The answer are not the tools but the culture.

The error is to see your participation in Social Media as having the right Tools. “We use Twitter!” is a meaningless statement. Hey you can give me all the tools I would need to fix a car and I still will not be able to fix a car. Worse you can give me an airplane to fly and I will crash every time. The people who work for you in this field have to be the real deal. You would not hire a CFO who did not know her stuff?

Why simply tell your existing PR folks who know nothing about this – in fact who hate it – to take over? All of how PR, Research and Marketing has been done until now will have to be unlearned. Traditional PR, Research and Marketing folks will feel very uncomfortable and will do what all prior paradigm leaders do when confronted with the real future. They will undermine and fight it. They have to. For this is their nemesis.

The context for this decision is that the old world is dying. Here is how Coke is responding:

ATLANTA: Coca-Cola has created a new office of digital communications and social media within its public affairs and communications department. Clyde Tuggle, SVP of corporate affairs and productivity at Coke, noted “mass media is declining in importance,” when introducing the new department in a memo to staff, which the beverage manufacturer shared with PRWeek.

“Our future success depends on our continued ability to connect people to our brands and our Company all around the world, one person at a time,” Tuggle wrote. “Our new office of digital communications and social media will help us become even more comfortable and effective in these new spaces.”

The new unit will work in collaboration with global interactive marketing, IT, and consumer affairs, as well as legal and strategic security.

Adam Brown, digital communications director, and Anne Carelli, digital communications manager, will have oversight of corporate digital and social media communications efforts. Both Brown and Carelli will continue ongoing training programs, such as “Training Byte” online videos, in addition to “more robust” programs through its new PAC Institute.

The ideas in the new world that will have to be learned anew include these:

• Listen before you Speak – The New Tools allow you to hear the slightest tremor. Last week I Tweeted that I had done my taxes and that I had used QuickTax. Within minutes QuickTax had responded with a thank you. A week earlier I Tweeted that I had had a problem with accessing Ning. Within minutes a customer service person from Ning contacted me and worked over the weekend to solve my problem. If you cannot do this – you are not in the game. In future, most of your research will operate in real time without you having to ask any questions. Your new job will be to listen minute by minute and to have tools and people that can make sense of the stream. Not only to make sense of what you hear but also to shape the stream. QuickTax is responding to every mention good or bad. An early and a personal response, can settle a problem that could become a crisis. Such a strategy dramatically reduces your costs in research and brand management. Such a strategy dramatically increases your effectiveness and reduces your risks. More for less.

• Participate not Pontificate – To be heard, you have to participate. To speak, you have to lose your corporate voice. You have to lose the official tone of voice. You have to regain a human voice. This can only be done if you allow your social media staff to be themselves. They cannot be the highly controlled drones that are the standard in the corporate or bureaucratic world – many people in your organization will not be able to lose this voice. They even use it at home. Simply training old staff will not be enough. For how can you have trained people in the Shetl to be Americans?  You have to live in the New World to become a citizen. To have the new voice is to be a native of the new culture that is the very opposite of the norms of the old country. As with immigrants, it will be the kids who will get it first and they will train the others. But the Bubbies will never get it. This aspect of having the new strategy work or not is the most challenging part of all of this. In the end it means, that the old culture has to die too. Maybe in the interim, you set your unit up apart from the rest and have it report to the CEO for protection. Clayton Christenson has a lot to say about this problem. For to respond to this new reality demands that you disrupt your culture. The most difficult of all acts for a leader.

• Importance – Life or Death: This is not an add on or a side show as Newspapers found – This is all about whether you are going to live or die – As the Coke folks say but more gently than I – Mass Media is dying. So then is the entire Mass Media approach to PR and Broadcast – the God-like Voice and Moses with the Text of God from on high does not work. So how important is your reputation? How important is your business or enterprise? Adopting this new way is one of the most important decisions you will make. So also having the RIGHT PEOPLE to do this for you is the second decision you will make after deciding to cross the River. Ideally you have to have them report to the CEO. Ideally the CEO needs to become immersed as well. If I can do this, aged 59 and having spent most of my working life in institutions. Then so can you. The only issue is will. Do you have the will as a CEO to move into the future?

Caesar made the call by crossing the Rubicon to end the Republic and to begin the Empire. He had the will to stake it all. There was then no going back.

Actually it is society that has crossed the Rubicon. The new interactive and participative world is now here.

Will you cross too? This is a life or death decision for you. It’s also a winning choice. Many will not be able to make this choice. Their own culture will be too powerful. If you can, you have the advantage. The earlier you move, the better you will get at this.

What is the secret of a 2.0 organization? Is it merely the mastery of the tools?

If your organization is all about control and top down – it is unlikely that having a Wordpress site will take you to the new world of networks. To make a 2.0 world work for those you serve means that you have to have such a world working inside your organization.

So what do you do to get this? It is clear to me that we have made this shift at KETC in St Louis.

The context of this story is a project that KETC is working on to find ways of activating the community in St Louis to help reduce the pain of the mortgage crisis.

In so doing we are testing the big idea that Public Media can do more than bring Jane Austen to your TV screen. The CPB is testing this idea in St Louis and if we have enough progress – will expand the test to many other cities and stations.

So an important task that we have to fulfill will be to help the system replicate what we have done.

The easy part of this task will be the “Whats”. The Content we created, what we did on air, on the web, in meetings with the community etc. But I don’t think that only talking of the “what” will be very helpful. I think that it will be the “how” that is the real secret. The “how” will be about the new culture – the new set of work and social norms that are behind becoming a convener.

We surely have to become a Convener inside the station before we can have much a of a chance of being the Trusted Convener outside. That is the really hard work. I know that KETC has pulled this off. But how can I tell you about the how. How do you tell another about a new way of being?

This weekend while watching the Olympics I had an aha about the “How” that I would like to try here with you.

Here is a picture of the Canadian men’s 8 at the Olympics yesterday.

When all the 8 in the boat and the cox are aligned – something magic happens. All the effort is applied to the work. When this happens, you feel it. It is almost a spiritual feeling. It’s a form of magic. The boat just flies. You dissolve into a field that is the boat, the 8 and the cox. You are ONE. All friction and resistance is gone.

With a big race and your reputation on the line – the pressure to get aligned is huge – you can feel if one person is not there with you.

This is what it feels like in our KETC project meetings now. It feels like the boat is flying – it feels so good to be with the other members of the boat.

The pressure is there. As the guinea pig for Public Media we feel the eyes of thousands upon us. Upping the pressure to perform seems to help with transformation. Like heat applied to water creates steam or heat applied to iron with other things creates steel.

So creating pressure about results, time and scale is a first step. You don’t go gradually into this – you have to go full tilt.

We had no time. the project is only 3 months long. So there was no time to be incompetent. In the early days we had to re-arrange the boat a bit to get the team that could do the work and do it with the others. We could not tolerate anyone in the boat who could not pull their weight. We acted immediately when it was clear that the mission was being threatened. This is not the pub media way but it is the real community way. Real communities see everything and expect a lot. Real communities are not soft.

But after this initial shift – we know we have the right team. With the right team we build energy and confidence over time. There is a trust and a confidence in each other that has been developed by publicly and transparently experiencing the abilities of the others.

To get this transparency – we have a process that is built around all involved making public commitments.

It has developed by a simple part of the Project Management process – the day starts with asking each other for help. Every day we meet for 30 minutes to talk about what is going on and all the cards are face up on the table. We have learned to be explicit. Not rude but very clear. A very different norm from the past or most organizations. Accountability is fully visible.

This does not seem like the typical meeting that many of us have. It is very operational – what has to get done today and this week. But it is also very social. As trust has built there is also a lot of laughter and banter. The walls of the silos are coming down. We are finding that people who we did not know or trust much can be very helpful and that they can work miracles. Especially when the chips are down.

We have set major milestones and we have surpassed them all. Everyone has been tested in public. By being open – by being demanding in public – we are closer. Nothing is not unsaid anymore. You don’t have to whinge in the washroom. This is more than transparency – this is “clarity”.

So how does this happen? Well we are set up as I now see like an 8. The engine room is of course the department heads – they do the rowing. But it is the project management structure and discipline that makes the 8 go so well. So let’s look at this because all can replicate this.

First of all we have “Cox”. Not the project sponsor, not the President but the Cox (The Project Manager). In an 8, it is the cox – usually a very small person (Our PM is new and is very young but is an old soul) – who not only steers but who encourages and who works with the crew to respond to threats and opportunities as they happen on the water in the race. He is always pulling us back to the task. He is always asking the awkward question – he is always asking for more clarity. He uses humor and self-deprecation to get his way. But behind him is the power of the coach and the President. He can always use disappointment as power – “Do we really have to go to Jack about this?” usually settles most issues without escalation.

So the PM/Cox not only sets the process tone but also shows us how to use power as a convener. He uses personal power and almost never has to escalate because all the conversations are in the open – bad behavior – is obvious to all – social pressure ensures good behavior.

There is no doubt in my mind that Project Management is a key skill in the operation of a high performing organization. What it does is it keeps focus – it forces accountability – it manages the white space between the silos – for this is where the cooperation is demanded. For a while it all feels forced for this is new. But after 9 weeks it is our new normal.

Of course what is really happening is that the PM is “Convening”. He is holding the kind of open and trusted space that enables groups to work well with each other. The central process at KETC has become Convening.

We are also seeing that the project never ends. There is always complex work that is measured by outcomes to do. That raises another issue. Outcomes and measurement: in the old norm, we were soft on both. Now everything that we do has to have an objective and hence has to have a measure. This again was awkward at first but now is a new normal.

Which brings us to the “Coach”. The Coach in an 8 is not the cox. The coach’s work is all about ensuring that the goals are set and the capability is ready. We have such a role being played at KETC – the project Sponsor.

There is a lot of discipline in the role. The coach is not one of the guys. The coach pushes all the time. the coach has expectations.The coach sees the needs of the whole race/project. She sees how this race/project connects to others. She sees the development needs and she has an eagle eye on personnel. If someone is not working out, she has to deal with this.

Part of her power comes from her appointment. She has been selected by the “Club President”. She can escalate and does over personnel and budget issues. But she settles organizational issues from her position. But not all her power is delegated from the President. She has her own power based on her own achievements. For the coach is also rooted in their own talent. She has deep skills in a key area – Community Engagement. She has a track record of her own in getting tough jobs done well.

Finally we have the club president. He is responsible for the financial envelope – which provides the boat etc. This is a separate role to that of the Coach or the Cox. But in most organizations this person does all of this.

This is what I mean by Top Down organizations being political. They tend to be like medieval courts, where factions compete for influence and power. All the work happens in the corridors or in secret. Little is really visible. All in the end is decided by the King.

What is happening at KETC is that all the key work is now taking place in a process that is fully transparent. The President can look at the boat in the water and see all the workings. Accountability is clear.

• Each rower has his or her part and they have to be visibly working with the rest of the 8.
• The cox’s ability to get the boat running optimally in each race is clear to all – especially in the boat itself.
• The results of the boat belong to the coach – her role is clear.
• The resources for the club are the President’s role – and he is delivering and he also sets the tone.

The President in our case, asked the team for it all. He wants Gold in an Olympic setting and he asks for nothing less. In asking for all, he is getting it.

So that’s my metaphor. If you run your organization like a rowing team, if you set up the key roles as you find in a rowing team, you can make the shift inside from 1.0 to 2.0.

The irony is that the 2.0 world is more disciplined than the 1.0 world. But as you can see much of the discipline happens because of visibility and clarity. It’s like being in a small town. What you say and what you do can never be a secret. So your word and your actions define you. In a small town you also have to help each other.

In the 1.0 world of the huge city – there is little social pressure. All is anonimity. So there have to be rules and policemen and gaming the system.

Installing the kind of Project Management Process that we are using at KETC gives you a good shot at making this shift.

The beauty of cloud computing was that it was something you just did without having to think too hard about it. Now, apparently, some people are trying to think very hard about it.

HP, Intel, and Yahoo! have just announced the creation of a “global, multi-data center, open source test bed for the advancement of cloud computing research and education.”

What is the purpose of having a test bed?  I mean, isn’t the Internet and its user base the test bed for such things? (This is said partially tongue in cheek…) According to the joint press release, the “official” Cloud Computing Test Bed will provide a testing environment to study cloud computing issues “on at a larger scale than ever before.”

The institutions supporting the test bed include the Infocomm Development Authority of Singapore (IDA), the University of Illinois at Urbana-Champaign, the National Science Foundation, and the Karlsruhe Institute of Technology (KIT) in Germany. HP, Intel, and Yahoo! will also host centers.

Each location will host a cloud computing infrastructure, largely based on HP hardware and Intel processors, and will have 1,000 to 4,000 processor cores capable of supporting the data-intensive research associated with cloud computing. The test bed locations are expected to be fully operational later this year. Parties interested in using the test beds for their own budding cloud applications will need to go through a selection process, however.

This initiative is another sign — a very high-level one at that — of the tectonic shift taking place beneath the feet of the entire computer and software industry. End users are increasingly looking to the network to take advantage of applications, services, and utilities, versus installing and maintaining these artifacts at their own sites.

As 2.0 conversations continue, the topic of transparency has become a key area of focus. Harvard Business Press even suggests that transparency can be leveraged strategically. While many look to leverage transparency outside the organization, there is great benefit to be gained through increased transparency in leadership, internally.

Along with transparency, there is a need to increase a commitment to being more explicit, by uncovering the ‘unwritten’ rules and cultural mores and holding them up for observation, consideration and criticism. Hidden ‘rules’ and ‘agendas’ decrease the productivity of a company in endless subtle ways. It diminishes the critical trust factor within a culture. It creates a culture of protectionism — it encourages scarcity behaviors. Scarcity behaviors influence and are embraced by daily work efforts.In scarcity cultures, few are willing to state the obvious. Denial is the norm.

Even in more enlightened culture, often the obvious just isn’t so obvious to everyone, because it hasn’t been made explicit. Making ‘the obvious’ more explicit can add tremendous value. Unfortunately the mechanisms of choice for making a business ‘explicit’ are the typical tools most readily available to employees — a suite of office products (e.g. Word, PowerPoint, Excel). The tools are not necessarily the problem, the way in which they are employed is.

In making the work of a business more explicit, placeholders are important. A brand is one form of a placeholder. A brand is a shorthand. It’s an artifact that can elicit a variety of visions, thoughts and emotions. It can offer a simple synthesis of a much deeper collection of detail.

While a vast collection of information might be shorthanded by a tagcloud, there are design elements/features that can enhance a representation to elicit greater awareness or understanding — the typical tagcloud provides only minimal distinction. To illustrate this further, the functions offered at Wordle.net quickly deliver a wonderful branded shorthand of any set of del.icio.us links, or collection of terms. The visual image can serve as personal inspiration, a personal brand.

Even at the highest levels, businesses often lack visionary placeholders. While there are often supposedly well-crafted strategies and goals, across decades and across companies, I can’t recall a single line from any company strategy or goal I’ve ever been exposed to. I can remember more about what was ‘insincere’ about such statements — they never matched the reality we faced. If the artifacts were intended to represent a desired future state, I never witnessed the anticipated change ever occur.

Three-to-five-year animated movie projects use storyboards as placeholders. If we’d had a storyboard to frame the goals of the company and/or our path forward, I’d probably still have a copy of it. Indeed, I can recall most of the cartoons we hung in the halls outside of our cubes. Those were our makeshift artifacts of reality. They branded our beliefs. We have an inherent need for such artifacts. Where they are lacking formally, they show up in informal ways.

Businesses need more artifacts. In various business situations, I’ve watched as people have talked…and talked…and talked about issues and topics. Hours and days, wasted talking in circles about the same thing and not making any progress. It was all I could do to refrain from jumping up and interjecting myself into their efforts to help them. They needed the tools and the means to capture and look at their thoughts in a form other than simple discussion. Somehow, putting something down on paper changes the commitment to thought, but not just though words (e.g. minutes from a meeting, or endless documents). People more readily engage when they can ’see’ something. Artifacts are helpful because they:

• Provide a different way to represent what has been discussed. Often, when illustrated it becomes more clear that while the words might have been the same, the intent and meanings were not. A visual representation provides a way to further and deepen a common understanding.
• Serve as a placeholder for the last set of agreements. Things evolve. As understandings deepen and people have more time to thing about something, they uncover ways to make something better. A visual representation (which can/should include text), is a far more inspirational place to restart a conversation than a list of ‘minutes’. Notes or minutes should be relegated to actions or parking lot items (things important but perhaps not immediately relevant).
• Focus and Inspire. Sometimes the simple reminders of the basics are all that’s needed to gain focus and inspire effort to engage in additional work.
• Simplify and synthesize. A detailed document or an endless list can be overwhelming. While the details can be important, they can also add very little meaning. Sometimes a synthesized view is needed to provide the context to suggest the importance of the detail.

I’ve participated in a very compelling Structured Visual Thinking method, led by the talented efforts of John Caswell. Very dense with content, the artifacts can be overwhelming. But for those who have participated in the process, or have been walked through the story, the visuals effectively ‘brand’ the effort.

At a recent conference, the very talented Nancy White captured the key speaker messages in her own unique visual collections.

Businesses need to find new ways to make their reality explicit, so that everyone can look at it and discuss whether or not they agree with that reality and/or if they think the reality can or should remain the same.

If you move forward, but don’t know where you are, you can end up anywhere and nowhere all at the same time, but it’s not likely that you’ll end up where you really want to be.