It’s an amazing time to be in the startup scene…

I have a longer post  I want to write about the local events we just had in Singapore and about the role of a connector but that will have to wait.

As an aside – read this: http://breezilyapocalyptic.tumblr.com/post/51271488195/change-the-world-silicon-valley-transfers-its – heavy, but largely accurate in my opinion. Hat tip to http://www.isouweine.com – who is leaving Singapore soon and I will miss him a ton. 😦 Anxious to see what he gets up to in his new home.

So at Echelon I snapped this slide from Dave McClure :

before_after

I am dating myself but I lived through the before 2000. Worked at a startup that had to spend most of our money just to turn on. We needed to buy Informix database, ATG app servers, Sun servers and racks in a hosting center – I think it was Consonus or something. Point being it is so much easier now. Grab your idea, some time to build it and give it a shot. Of course the competition is also stronger than ever and building a viable business model is not easy but at least it takes less hard capital than it used to.

It is a good time to be in startup land!

good luck.

 

“Hospitality” – our how I deal with customer service…

At the Fucking Cool Brunch there was a gentlemen there, the mixologist from the bar at 28 Hong Kong Street, who discussed the notion of hospitality. I found it fascinating since generally this is an overlooked topic in the tech industry. What I mean by this is how we treat our users or customers. I call them customers usually cause my goal is to extract revenue while serving them – rather than a user. Who uses. 😉

I stole this line from Wiki:

However, it still involves showing respect for one’s guests, providing for their needs, and treating them as equals.

There is so much in that line.

Respect – how many times have you been talked down to or berated by a customer support person? Remember that feeling next time you interact with one of your customers.

Provide – Customers have needs. The goal is to provide for them – sure you may not be able to and some of the needs may be silly but the idea is to try where it fits with your product goals.

Treat as equal – this kind of is like the first line – respect but the idea is to get off your tech high-horse and treat your customer as you would expect to be treated.

So given this I find customer support to be a really BIG deal. You work hard to get a customer – it is cheaper to keep them then to buy a new one. Fact.

I have some friends who have newsletter all about techies and customer support – check it out here :: https://twitter.com/TechSupport4Dev/

At Spuul, for now, I still handle most of the customer emails. It keeps me close to the product and the customer’s use of the product.

Generally all the support comes in via email, different channels, and I try to personally respond to all of them. Sometimes they are lengthy replies, sometimes they are check this FAQ and other times they are canned replies since the answer is quite simple. Typing out all of these replies can take too much time – sure shortcuts and textexpander would help but I have something better now – Dispatch. Made by one of the dudes who also makes the Spuul App .

  • I can make snippets and quickly reply to emails
  • I can take emails and save them off to evernote
  • I can use an email to quickly start an asana task
  • Animations are useful and the app is just pretty
  • I can go back and forth from the email and the preview while I type my reply.
  • It works and the whole idea of using my email client as a router to other things is growing on me

App is a 1.0 and obviously will evolve.

Email is not dead folks but only cause of some great innovation by independent  devs.

Customers service is any startup’s secret weapon – now you have a better tool to add to your arsenal.

Next post I will talk about Echelon, getting on TV and gruber.

laterz!

I ain’t gonna work on YouTube’s farm no more – Ouch!

I love this gem of an article about the Youtube ecosystem, how evil is all is and how one content person is telling folks how it is.

http://blog.launch.co/blog/i-aint-gonna-work-on-youtubes-farm-no-more.html

Finally someone who knows what they are talking about is calling it as they see it. Using Youtube as your content distribution strategy will only lead to your content being worth less than it is if you created your own distribution for it or worked with partners that help you to properly monetize it. Some super good nuggets in here.

This is the best one:

In summary, if you are a content company trying to build a ‘YouTube business,’ you are investing in your own demise. 

Section C is awesome!

c) Why content owners investing solely in YouTube are investing in their own demise
================
YouTube has made a big deal about celebrating their awesome stars, and they should. It’s amazing that personalities like Jenna Marbles, iJustine and countless others have gotten to hundreds of thousands–even millions–of subscribers.

People have become YouTube famous and gotten onto TV even. They’re making a living and a great one at that at the top of the pyramid.

However, what folks must realize is that their subscribers are NOT their subscribers. They’re YouTube’s users. Content creators don’t have the email addresses of their individuals, just the ability — for now — to get on their YouTube home page.

That control has lead YouTube celebs to start investing heavily in things like Instagram, Twitter and destination sites, in an attempt to win back control of their fans. More on this later.

Of course, YouTube additionally keeps changing their design, and not necessarily to help publishers. YouTube executives speak often of their main motivator: ‘to increase the session length at YouTube.’

YouTube controls the user base AND the advertising relationship.

What I tell young publishers is they need to focus on — and own — three things:

1. The relationship with consumers
2. The relationship with content creators
3. The relationship with advertisers

YouTube controls consumers and advertisers already, and they are using special events like ‘YouTube Comedy Week’ to control #2.

If you’re building a publishing company on YouTube, you now have no control over advertising and consumers, and you’re going to lose your talent next.

Think about it. If you’re Maker Studios — which lost their #1 star Ray William Johnson back in October — you now have YouTube inviting your talent to their upfronts and featuring them in massive special event promotions (like the ‘Comedy Week’ thing).

Do you not see what they’re doing?

YouTube is absolutely going to disintermediate the MCN (multichannel networks) in the next year or two. You can see it starting already. I mean, why would YouTube let other publishers control the top talent ultimately?

YouTube needs to fight against the large voting blocks like Machinima and Maker Studios, because if 10 of those folks got together and built a competitor it would be a major blow to YouTube. They could start sending 2% of their users off of YouTube a week — and weeks go by quickly I’ve learned.

In summary, if you are a content company trying to build a ‘YouTube business,’ you are investing in your own demise. You must stop and think, ‘How can I reduce my YouTube footprint to 1/3rd of my mix of revenue and views?’

Every time you invest $1 in YouTube, you’re building their power base and leverage over you. How can you invest that $0.66 of that dollar in an asset you control? At least then you might have a fighting chance over Goliath.

In a way, YouTube is the Sebastian Shaw of the ecosystem, absorbing all your power and talent and using it for their prime directive: maintain the 45% tax through control of talent, advertisers and user behavior.

OK, I’ve got two more sections to go, and this email is already at 1,500 words!

I’m going to finish these two in the next 48 hours (with your help!):

Singapore Rising…

I attended the Fucking Cool Brunch yesterday and was gently reminded of how far the scene has come in Singapore – events, quality of people, the interesting performance art, food, drinks and of course the tech. Being a techy I have to monitor this but as I have said before I think Singapore as an HQ for Global Companies keeps looking better and better. Yes – there are issues. Series A, employments visas, spaces to work and so on but I hope they will all be overcome as Singapore keeps evolving the model and marching on.

At the Brunch I met someone from MediaCorp and we had a nice healthy discussion around Singapore, the tech scene and the possible future landscape. Of course I can quickly digress and focus on the negatives but there is a reason I am in Singapore. I chose it. I value the residency capability, the rule of law, the infrastructure and the burgeoning scene. I feel that although there might be better better places to live or what some perceive as better markets – my gut says Singapore will come out on top of the SEA heap and become a place where one could setup, build and exit a global startup. I can’t prove this, yet, but it’s how I feel.

Apart from all of this the activity right now is high and the quality is good.

We have a conference/event scene that is always improving :: http://reddotrubyconf.com , http://e27.co/echelon/ , http://blinkbl-nk.com – I am sure there are examples of others but these are the ones I am into.

Then there is just all the periphery activity that is slowly evolving that is cementing the Startup Scene in Singapore:

Isaac penned a great Startup FAQ here :: http://sgentrepreneurs.com/2013/05/16/singapore-startup-faq/

Although I am not a huge Rocket fan you can’t ignore the activity they are bringing :: http://sgentrepreneurs.com/2013/05/22/zalora-reveals-massive-usd-100m-round-in-vote-of-confidence-for-fash-e-commerce-in-asia/

GOAP SEA :: http://500.co/2013/03/13/this-summers-biggest-blockbuster-geeks-on-a-plane-southeast-asia/

The new 500 Durians Fund :: http://www.zdnet.com/500-startups-launches-10m-500-durians-fund-for-southeast-asia-7000016104/

The success of JFDI :: http://insidethenoodlebowl.com/singapores-jfdi-asia-puts-southeast-asias-accelerators-on-the-map – looking forward to demo night tomorrow night. I will try to live tweet my reactions. 😉

In general the mainstream tech press, written by a local, is waking up to the size and opportunity in SEA :: http://thenextweb.com/asia/2013/01/03/2013-in-southeast-asia/

Yes – still waiting for new Series A entrants who will set up shop in Singapore but I think it will come.

Been in Singapore for over 3 years and in Asia for about 13 years. The current activity is unprecedented – and I don’t think it is a bubble. It is just the natural progression of the tech world waking up to how big SEA is. It isn’t easy to operate here but I think it is worth it. My personal goal is to show that one can build a big global business right here in Singapore. So lately I am focused on doing just that while doing my best to stay plugged in.

Going to be a busy week!

Yahoo! Messenger Update!

Sorry. I don’t have one but I have just noticed that there is just no talk of it anymore.

Check the blog – hasn’t been updated in months – http://www.ymessengerblog.com

No updates to any of the clients and I notice how the OSX integration seems to not work most of the time.

Seems to me Yahoo! is either done with it and hasn’t shut it down or is planning something major but yet all the people I know who used to work on it have shifted off it. The whole thing amazes me cause at the moment we have record amount if money pouring into the chat/message space and here is Yahoo essentially walking away from a franchise.

Previous post on this :: http://www.nokpis.com/2013/03/20/what-the-hell-happened-to-yahoo-messenger/

laterz

 

Google vs Apple plus some extra video thoughts…

Was in the states for a whirlwind trip. San Francisco, Alta, Boston, and then Brooklyn. BTW – domestic US air travel still sucks but doesn’t seem as bad as it was.

Jetblue works well for tooling around the states.

Met up with a ton of peeps for work and to catch up with personal contacts. Was great to see all of you – I think my parents are still talking about their trip to the new Twitter HQ. Good times.

While I was in the states Google had their I/O conference. There were lots of little updates but I was mostly looking at the mobile stuff. I get a sense that things are going to change with Rubin being pushed out. There are the things you hear at the conference and then there are the rumors you get from your own Google network. Mine is telling me that Google is going to push on Chrome, like they are with Pixel, and eventually down play the mobile OS. The idea being that all you need is Chrome. It might work but I wonder how things will function in the mean time?

Given I work at Spuul – I am all about video and Android is a terrible ecosystem for video when it comes to being able to build a reliable streaming solution that is secure out of the box. Apple figured this out early with eHLS while Google pretended that open wins – but content producers need open and secure. Not just open. Since I was in the city I stopped by to hang out with the amazing zencoder.com folks and whilst in Boston I attended Brightcove Play. I could get deep into this but the main gist is that possibly the world will begin to centralize on some sort of segmented streaming standard like MPEG-DASH but with some hope of securing it. Please note that DRM is one thing – securing the stuff we pay to stream from lame people stealing it outright is another. I could care less about DRM – I just need to protect my business. A new standard might be all well and good but who knows what Apple will do. So far is looks like Apple and Google are facing off around video versus cooperating but that makes sense in general but maybe someone like Netflix can help influence.

Will be interesting to see what Apple talks about at WWDC since Google mentioned a few things around video and their codecs but nothing to deep around DASH, widevine or any ideas on where it is going. The fear is Google might just work on making Chrome, Android and YouTube better versus making the ecosystem better but of course Apple could be accused of the same thing. However HLS is turning into some sort of default cross platform standard since many people are using it outside of Apple.

Back to Google. In general I am impressed with their Android tools for the Play Store. Being able to reply to user comments is awesome and I think helps shops like us to dialogue and respond to users. Without this the app stores are a jungle and just a pain to deal with. Google also is doing a lot of good work around payments and we shall see how OPEN they stay around alternative forms of payments in the apps. Something Apple has zero openness around – zero. Google seems to have shipped some great stuff with the new IDE to help all of us ship and test better apps. The new managed beta thing looks super useful as well. Although building for Android is a pain – Google continues to improve it.

Thinking about WWDC coming I am hoping Apple will fix some things.

– Please allow developers to respond to comments. Your app store also is a jungle as well and not being able to respond to users sucks

– Please stop protecting iTunes and allow us to use in app purchase to rent, sell, stream or do whatever we want that the users want. Outright preventing companies with legal content from creating a rental platform is silly. You afraid of the competition – you should’t be since you get your 30% anyway.

– Open up Apple TV so we can build on it and allow us to use the payment hooks – plus fix the above item as well

– Give us the tools for large managed betas via the app store

– Allow us the ability to include alternative payment methods providing we also put front and center Apple payments as well

– Fix the app approval process. Sure – first time apps should be reviewed. Updates should not but create rules around what happens if a developer willfully does an update that is against the TOS. You have lots of money – spend some of it on addressing this issue so we can ship more and make the world better for users – most of us want to do right by the user but we always have one hand tied behind our back by Apple.

– Try to address the web video standards by throwing your weight around more – we need the new enhanced HLS. Make it something cross platform. Shake Google up some.

I am sure, like others have, that I could make a big list but I think I will keep it focused to the main stuff.

I will be watching WWDC and hoping to hear some good news.

ps. I played with Google Glass. Interesting stuff.

Lean Analytics

Trying to read more but just never have the time lately.

Back to this book for now :: http://leananalyticsbook.com/

I just love this quote as well:

“A startup is an organization formed to search for a scalable and repeatable business model.”

Sometimes, quite often, I freak out thinking I should have all the answers, I shouldn’t get frustrated and that I shouldn’t have hell weeks but quotes like that help me refocus. We have an idea – we are working to make it a business, disrupt a market and delight customers.

It takes time to find the thing we can scale and repeat.

I will keep fighting.

Ever think about your app’s Cognitive Overhead?

I like to use simple pics to illustrate my thinking and for the post I thought the first pics of my baby girl climbing the stairs would do. She had only been crawling a few weeks but was always looking at the stairs. One night she just decided to start going up them one at a time. Took forever and it was funny to watch each step and her reaction as she slowly made her way up. No one really taught her to do it. She had been crawling, standing and pulling herself up but for some reason she decided to connect all those behaviors into one motion, albeit slow motion, and ascend the stairs.

Today I read this article on TC – I rarely ever read TC but when someone links to something good I usually check it out. This is a good one:

http://techcrunch.com/2013/04/20/cognitive-overhead

The article is not a super long read and worth digging into – here is the thrust of it:

Cognitive Overhead — “how many logical connections or jumps your brain has to make in order to understand or contextualize the thing you’re looking at.”

For all of us who “make” things, we naturally assume that everyone else approaches or sees the product they way we have gotten used to building, testing and using the product. Scroll this, click this, wait for this and so on. But the reality is most of your users, apart from the returning ones, are new and have no idea what to do. So whether they think about it, or you design it that way, the user has to process his surroundings, the app and the outcome to an advantageous situation. It could be that the user delights in the app and uses it or struggles with it and deletes it. I think the decision tends to happen pretty quick.

Lots of other factors come into play as well

Is the app free and therefore no barriers to entry?
Is it a freemium model so everyone can try before they buy?
Does your app need other factors like social, good network and so on to work well?

Not sure that everyone can simple draw a success matrix for cognitive overhead or let’s say to cut down on the cognitive overhead but the model warrants some thinking. I can imagine almost going through my entire app/site and thinking about the cognitive overhead. My team is going to hate me.

I am not sure I have the answers yet but when I think of my kid ascending the stairs – I am sure it was a pretty simple leap in her mind and she just did it. There was not a lot to think about, the problem was clear (challenge) and the outcome was well known. How do I make it this simple for my users?

The goal for myself now is to think about my app (mobile and web) and start figuring out where the overhead is, how can we induce better feedback and for our ecosystem especially – how can we guide the users through the errors or technical issues so that they help us fix them or we make it where there are no errors. Video streaming is never perfect. 🙂

So I am dwelling on this paragraph a bit:

GIVE PEOPLE REAL-TIME FEEDBACK.
If your user has to wonder, “So, did it work?” you’ve failed. Walk people through using your product like a magician leads the audience through an illusion. Point out the steps along the way, or whatever magic your product is providing could be lost to the user.

Much to think about. Hoping to see more discussion on this topic since I like the way it is somewhat boiling down problems to science versus pure art.

Enjoy.

bubblemotion Tom and the state of Asian social networks (Mobile First)

Just saw this today:

Why the Largest Social Network in 2015 Won’t be Facebook, and Will Be From Asia

Thomas starts off with some pretty bold predictions:

The time has come: Facebook is falling from grace. It appears that although people used to love flooding their friends’ newsfeeds with pictures and information displaying their every move and emotion, these people have now moved on. It’s no longer cool to upload hundreds of photos from your most recent vacation, which can be overwhelming for friends as well as for the uploaders themselves (uploading, adding captions, and tagging your photos can be a huge time commitment). Today, less is more. Keeping social sharing simple and instant is the secret to integrating into people’s lives and mobile devices.

On some level I tend to agree and have felt this way for a while but so far I can’t tell if it is really happening. Facebook just has so many peeps on it, the advertising is getting better and it seems to be a force to drive traffic and installs. The other thing I notice is I see people using say Line or Path but still using Facebook. When it comes to photos and sharing – Facebook seems king. When it comes to games and chat and commerce – something like Line seems to be doing better.

I have talked about this subject from a different angle on this post – I also cover some of my feelings around Whatsapp :: http://www.nokpis.com/2013/03/20/what-the-hell-happened-to-yahoo-messenger/

The thing I am wondering with the rise of the Asian social/chat networks is will they take hold in Europe and/or America? Emerging markets seem like a no brainer for products like Line but will it happening in America? I am doubtful. Can it happen in Europe – this article touches on that :: http://www.forbes.com/sites/terokuittinen/2013/04/12/interview-with-the-ceo-of-line-usa-challenging-whatsapp-aggressively-in-its-core-markets/

Perhaps the most interesting insight from Ms. Han is that the early success and high market share of WhatsApp does not present an insurmountable hurdle for rival services. Quite the opposite:  now that consumers are used to a streamlined messaging app, they have started hungering for a richer experience with more features. This clearly was the case in Spain – but will it work in all major markets? Might Spanish and Asian consumers have a special affinity to stickers and games that may not apply to the US market or Northern Europe? And how will the resurgent KakaoTalk with its impressive gaming system complicate LINE’s world conquest?

Just 12 months ago, the messaging app market seemed to be consolidating around WhatsApp, much like the social network market once did aroundFacebook. But in April 2013, the situation suddenly seems more complex; the Spanish shock could be a sign of glorious turmoil to come in the messaging space.

Thomas makes some valid points but somehow I just don’t think it will be easy and if Facebook learns and evolves – I think there lead is big enough to hold on to.

Asian social messaging services get what users today are looking for out of social sharing: simplicity and fun. Facebook should start looking East for inspiration on how to up the ante and regain engagement, before an Asian social network beats them to the punch and funnels away a large portion of their user base, primarily on mobile.

I think Facebook could start looking east fast enough to make the difference but the model is changing and apps like Line are shaking it up. The question is can Whatsapp hold on to their lead?

fun times.

nice work Thomas!