Craig Ritchie is a web strategist with an extensive background in experience design, content and community planning. product creation, management and marketing.

Craig Ritchie is currently focused on social media creation, brand building and online reputation management.



Craig Ritchie is also:

Strategist at Organic

Web Consultant/Owner of Thunderpulse Consulting

Product Management, Marketing & Content Rock Star for Bluehaze

my latest twitter updates

As the shimmering waters of Facebook, Twitter and other social spheres are opened, many marketers are diving in the shallow end head first and hoping that the API waterwings their social media guru has supplied will keep them afloat.

I blogged about a few of these examples here, listing some brands gasping for air as their Twitter API “strategy” gets pulled from their lungs, and others just treading water.

prototype

Enter Prototype-Experience.com, a console game site (the Mitch Buchanan of this metaphor), where users link the Prototype trailer with their social graph and assets via Facebook Connect.

This is an excerpt of a post… Read the rest of this post on Organic’s Threeminds Blog

Apparently, API stands for All Projects are Implemented, according to some agencies. Marketers are trying to find their way in the Times-Square madness of the Social Media space, but when someone is asking for directions, they don’t really want every street on the whole map.

With Twitter, for example, it’s still important for strategy to drive decisions on tactics. An open API seems to be a maddening siren’s call for agencies and developers, causing them to lose all sense and launch campaigns just for the sake of integrating Twitter.

Let’s learn from these campaigns and stop all the gimmickry.

twitterapiskittles

Skittles

If you haven’t heard of the Skittles.com debacle (which they continue to host), welcome to the Internet. Kidding aside, this web site has thrown away caution and its brand, allowing Facebook, Twitter and YouTube to define its message and its value. Upon launch of this “strategy,” users gamed the sites, associating swear words, offensive posts and negative messaging. Now, weeks later, the aggregate social destination sits passive; the brand message confused and tarnished.

The glass-half-full viewpoint: I should, however, acknowledge the 1 million+ fans subscribed to the Skittles Facebook fan page. It will be interesting to see what, if anything, Skittles does with these subscribers.

twitterapioutlook1

FixOutlook.org

This recently launched grassroots site hopes to grab the attention of the Windows Beta evaluators, and send a powerful, organized message to Microsoft before they commit to the sin of continuing to use Word to render emails in the 2010 version of Outlook. I admit, it’s a noble cause. But the twitter implementation at the core site is reminiscent of 90s designers using animated gif backgrounds just because they could. It was a terrible idea, and the addition of a Twitter avatar feed doesn’t change this. This is/was a great opportunity to unite these users in a deeper way.

The glass-half-full viewpoint: The people behind this cause did keep it simple, and don’t necessarily have a need for a long-term view. The virulence of the tweets are visible, and I’ve yet (with 17,489 “tweetitioners”) to see any tweets against the campaign.

twitterapiterminator1

Terminator Salvation (Resistance 2018)

The film over-promised and under-delivered, so I suppose we could say the Twitter campaign stayed true to the brand. This Twitter game sent Jumbled words to decode and trivia questions to answer to followers who would earn points. It also incorporated some Terminator-world messages, such as, “You have been harvested by the machines, you lose 5 points.” Games on Twitter are starting to multiply, and this one seemed to have good promise, but the challenges became repetitive quickly, and the burning Terminator face rolling by among my smiling happy Twitter friends weakened the impact of the experience. If this is SkyNet, we have nothing to worry about.

The glass-half-full viewpoint: Games on Twitter are still a new concept, and this early attempt did earn some pretty good reach and buzz. It does foreshadow more robust and solid twitter contest and gaming to come.

twitterapipolarice1

Polar Ice

The ultimate in Twitter API gimmickry lives at PolarIce.ca. This flash site pulls in what appear to be completely random Tweets, with a muddled interface featuring confusing functionality creating the ultimate why-am-I-here experience for users. It seems Polar Ice just likes Twitter. But what does this have to do with Vodka, or partying?

The glass-half-full viewpoint: If you have a glass half full of Polar Ice, tip it back and Google your way off this site.

twitterapihookup1

Nike’s The Hookup

Nike’s work-in-progress started with a whimper, but is now, it appears, starting to evolve into something a little more useful. The Hookup tweets local shoe drops to followers, and has other functionality pulling key terms for their fashion product/item/lines called “icons.” Fans are starting to use the tag #thehookup, which may connect to this strategy too, but it’s difficult to say.

The glass-half-full viewpoint: There is a lot of activity around these items on Twitter, and this team has a long-term view. A few changes will lead to success for this program.

(Full disclosure: I work for Organic, with Nike Canada as one of our clients. I haven’t, however, worked on The Hookup)

What’s the common thread here? These API implementations are all ideas conceived based on the brand’s needs, instead of the users’.

If instead, one considers the drivers behind users’ behaviours on Twitter and other Social Media, one realizes that these are surface ideas that don’t serve their preferences, desires and needs. Start with user-centric thinking, think long-term, and ease into Social Media with grace and success.

This video by Google illustrates several issues that have been plaguing product and brand managers, UxDs (user-experience designers) and IAs (information architects) and most obviously, the general public. Google asks “What is a browser,” only to find that less than 8% of those polled have an understanding of the term. (It is, by the way, “a software application for retrieving, presenting, and traversing information resources on the World Wide Web” - Wikipedia; e.g. Mozilla Firefox or Microsoft’s Internet Explorer (The big blue ‘E’))

This is an excerpt of a post… Read the rest of this post on Organic’s Threeminds Blog

March 24, 2009

It’s just this easy.

View more presentations from jeremiah_owyang.

3minds3pack.gifOrganic’s ThreeMinds blog has a couple of great posts that I think you’ll enjoy:

  1. How Big Brands Can Benefit from Public APIs by Dan Neumann examines the New York Times as a Northern star, while we keep the dream alive for futurist marketers looking to help brands by changing the way they use their data and content.
  2. Nasa Rocks The Boat by Alex Churchill points us to a lil’ ol’ YouTube video to which many corporate workers can relate. And also;
  3. TourTracker - Tour Of California by Marta Strickland analyzes the dashboard online viewer for the Amgen bike race.

screencapnetvibes11

I clicked my laptop out of hibernation the other day, and spent an hour or so working on a screen set at 1024×768, mostly reading RSS feeds in Netvibes. (Click the image to enlarge)

I realized after a long while that my workspace was very small, and just wondered when I decided that this was normal, as I’ve slowly built up a ridiculous navigation-to-workspace ratio, amplified when I have a low res setting.

Just thought this was funny. Shaking my head; now back to work.

February 19, 2009

recoverysite

The Drupal community is buzzing over the confirmation that the Obama Internet team has built the new Recovery.gov web site on the Drupal platform. This open-source CMS has built a reputation of innovation, stability and malleability that is unmatched. Drupal boasts thousands of modules for almost any type of digital presence, with a focus on personalization, community building and social tools.

Perhaps the most noteworthy aspect of this implementation by the White House is the choice to use open source code. Security wonks have long been battling over the reliability of open source software, and many have retreated to the “comfort” Microsoft products because they “aren’t free.” Now, it’s hard to argue that there aren’t any case studies for Drupal where security is a priority.

Moreover, the Drupal community is driven by collaborative gain, a mirror of the Obama social message, as developers produce ever-advancing functionality and improvements for everyone’s benefit.

Oh, and Beyonce is using Drupal, too. At last.

Nike combines their world-class storytelling with modern in-the-moment citizen journalism with this new Nike 5 Tournament Ad. While filming the ad with Wayne Rooney and Rio Ferdinand in Manchester for the Nike Five 5-a-side Tournament, an onlooker catches the best footage on his mobile phone of a SOT (soccer-obsessed-teen) taking Rooney’s pants down. Nike drops it in the ad, with the original mobile phone footage for proof-of-realism on YouTube.

(This was also posted on the Organic Threeminds Blog.)

cokeavatars

Coca-cola and Wieden & Kennedy are expanding their “happiness” branding with a new spot featuring a world filled with gamers and social networkers ignoring each other while they are jacked in to their virtual worlds.

One lone “reality-lover” wades through the avatars on the way to enjoy a soda pop. When he finally gets to enjoy his soft drink among the wifi-ers, he meets a fellow cola enthusiast who learns that maybe socializing is better face-to-face, over a Coke.

There’s another story here, however. Assuming the spot wants to sell to teens, it misses the mark. The world has changed but social networking and gaming is the norm to millenials. They don’t see faces buried in mobile devices as a societal failure. They would prefer to broadcast their thoughts entire lives to many others than to enjoy a double malt with a stranger at the drug store.

The target will be watching this spot and, yes, will be intrigued by the plethora of mingling avatars, but they’ll be wondering what game each player is enjoying, not what tonic can save them from their 24/7 wired addiction. Coke should be asking, ‘How can we make ourselves the drink of choice for social networking?’ And, ‘Does our agency really understand the new paradigms of the digital-driven world?’

(Perhaps appropriately, you can view the non-embeddable spot at Creativity.)

300mbutton

For years now, usability evangelists have been searching for a Perry Masonic closing remark that would secure a proper judgement from sceptics of the information architecture and user interface design process.

“Why spend time and money on prototyping and usability testing,” the stakeholders ask, “What is the ROI?”

There have been few, if any, strong cases to prove what experience designers have known and espoused since Louis Rosenfeld published his O’Reilly Polar Bear Book/IA Constitution in ‘98.

Now, Jared M. Spool has handed usability experts this elusive case study to tip the scales for any web building jury. He explains here: How Changing a Button Increased a Site’s Annual Revenues by $300 Million.

The main points? Visitors to a major e-com site didn’t want to sign in to buy, they just wanted to get in and out. Spool and his team changed the copy on the registration form (which most users wanted to skip anyway) and cashed in on an additional $300M over the next year.

Information Architecture is good. How good? $300 Million good. Now I hope you’ll get as excited as I do when you get to review wireframes and test multivariate interfaces.

cnnfacebook1

  1. Facebook tried to be Twitter, with a partnership with CNN. Will this happen more and more? Will Facebookers feel the need to Tweet?
  2. CNN.com served 13 million+ streams… but fell behind, and offered lower quality than UStream and Joost.
  3. Twitter stayed up, and so did the mobile networks!
  4. Whitehouse.gov launched at 12:01pm including a blog, podcasts, video, RSS… but without comments? (Like Obama’s inauguration, it’s a good start)
  5. The world watched, Together.

gingerbread11

I can hear the client now: “We need to make our gift cards more engaging.”

I would have kept a straight face, while I laughed on the inside. I would have made a half-hearted attempt at a brainstorming session and then tried to gloss over the request among other goals and great ideas during the client presentation.

But, I now realize I should really push for the exceptional experience in every strategy and tactic. No matter how audacious, ridiculous or obnoxious, there’s always an opportunity to raise the bar on every product, channel, tactic and strategy, including even the now ubiquitous gift card.

I have the Home Depot to thank for this revelation. Seen above (in a photo at which my old photography professor would shudder), a gingerbread man gift card I received for the holidays. More than just a gift card, however, as it came with a set of static-cling plastic features with which to decorate my bare cookie. Check it out:

gingerbread21

Bottom line, I’m engaged. I’m showing friends – before and after I decorate my drywalling yuletide biscuit friend. This brilliant idea works on many levels:

  1. At the checkout, this has great potential as an impulse buy;
  2. If the giftee unwraps or unstocks with friends and family, this is a conversation starter;
  3. The giftee can play (!) with the normally 100% utilitarian gift before eventually cashing it in for cool lumber and copper tubing;
  4. The design seamlessly meshes The Home Depot’s branding and holiday theming; and,
  5. They got me blogging about it.

Cheers to the team that put this one together. And good, though belated, tidings to all.

Note: The client quote above is a completely fabricated Pilkingtonian situation that may not have occurred. It was created by me, only to serve my point in this post. If anyone knows of the actual people involved and process that occurred to invent and implement the gingerbread cookie gift card (I’m looking at you, @thehomedepot on Twitter), I’d be happy to update this entry.

progressbars.jpg

You may not have known this was so important. But Goodie Bag TV demonstrates why progress bars are just one of many best practices of predictability in experience design. Embrace progress bars.

And make sure your interface is predictable!

3minds3pack.gifOrganic’s ThreeMinds blog has a couple of great posts that I think you’ll enjoy:

  1. Social media micro case study: “X-Men” by Russ Hopkinson estimates the value of a brands’ friends on MySpace, and what they may have lost.
  2. Turning Nothing Into Something by Michael Beavers examines a fantastic idea from ThisIsReality.org — Advertising in context on a 404 error page. And also;
  3. A Look Back at Some Favorite iPhone Apps from 2008

My 1,700+ followers on Twitter may have caught a few of my tweets recently about my frustration with Twitter’s 2,000 follow limit. That is, one can only follow up to 2,000 people until one’s own followers has caught up to that number.

As it turns out, one’s followers only have to reach 1,850 before one can add more follows. (For those of you that don’t really understand what I’m talking about, please join twitter and follow me, and I’ll be happy to explain further. Or, watch Commoncraft’s ‘Twitter In Plain English’.)

I learned this new information last night, as I saw that I had surpassed 1,800 followers and was also now following 2,013 tweeters. This ratio had apparently been “approved” by the twitter code and database, allowing me to continue to find more great people to tweet with. I understand that Twitter needs some type of processs or security against spammers, who generally follow hundreds of tweeters without reciprocal follows using scripts and other techniques. For this reason, new twitter users soon learn the value of gauging the ratio of follows to followers, filtering for spammers. Basically, if you don’t “earn” the followers, you’ll be limited to 2,000 people…

Also last night, the Twitter team chose to eliminate accounts they judged as spam accounts. I woke up to about 90 less “followers” and was only now following about 1,975. Don’t get me wrong, I don’t want to follow or be followed by spammers, but this couldn’t have happened at a worse time for me. I’m now once again struggling with the 2K barrier designed to thwart spammers — and only because all the spammers were removed.

Every community needs spam and abuse measures. However, Twitter’s 2K barrier is an over-simplistic measure that should have other checks and balances that don’t limit power users like me. If followers see that my follow-to-follower ratio is suspect, they can choose not to follow me. This is allowing the community and users to self-police.

I should be back up to 1,850 soon enough, but a little more thought should have been put into this measure. Say, once a user has passed the 1,850 mark, dropping under again no longer applies; or, before the Twitter team hits the big trapdoor lever to dump spammers, they could have thought about how this would affect their user types… With such “simple and elegant” functionality, one would think that this wouldn’t be too long a conversation.

keyfob.jpg

A few days ago, I did my part to support the North American car industry by purchasing a Ford Flex. Among the myriad of standard features, Ford (and I’m sure many other manufacturers) has upgraded, compacted and simplified the key fob. This remote entry system used to be a separate piece of equipment dangling from my keychain. Now, it has been integrated into the key itself; it’s overall foot print is smaller and more intuitive — one item gets me into the vehicle.

I’m not trying to sell you a Flex. (You can follow @scottmonty for that.) The point here is that car designers push forward with all of their designs on a macro and micro level. There is always room for improvement on any interface (more times than not, there is lots of room).

Follow these eight recommendations to improve your user experience:

  1. Plan your strategy and your user experience before you build
  2. Develop a long-term strategy
  3. Prototype — e.g. with Axure, or paper prototyping
  4. Build a site using a malleable CMS, structure and design
  5. Never assume what’s been done in the past is perfect
  6. Test and analyze your interface
  7. Listen to your users
  8. Experiment, but try not to make your users think

Exceptional work from Mark Rozeluk, Dave Sylvestre and Nicholas Barnett. Happy Holidays!

bob_mcgrath_cropped_reduced.pngWho might you meet (in person! wha?) at a Toronto tweetup? I was honoured to meet someof Toronto’s finest Twitterers at a great pub last Friday.

The intrinsic nature of Twitter allows for quick planning and somewhat viral spread of “tweetups” — a phenomenon that will surely gain momentum as Twitter further penetrates the mainstream. Now, people of somewhat like minds can organize a casual event involving more degrees of one’s social graph.

Among others, I had great conversation with @isfan, @rlangdon, @communicable, @Merlene, @conniecrosby, @photojunkie, @stevesaylor, @danielerossi… and look forward to continuing the conversation.

What were the themes of conversation? Twitter. Marketing. PR. Hey, it’s what we had in common. My only issue? The word “Tweetup.” It’s difficult for me to use with non-twitterers, prior to the event. (I wonder if @chrisbrogan and @mitchjoel have gotten used to saying “tweeple” and “tweetup” out loud…)

@johncpiercy uploaded pictures here and here.

If you’re wondering if there are tweetups coming up in your area, I recommend search.twitter.com. Also, get over to twitter.grader.com and follow the Twelite in your city.

For those who were there, I invite you to leave a brief bio and your twitter link in the comment area below. Thanks!

And thanks to planner Dave Delaney (
@davedelaney) — Toronto ex-pat turned Nashville resident (Go Titans!).

camporganic.jpg
Participants of Camp Organic 14. More on Camp Organic on the AllHands blog. Also, view the documentary
Photo by Dave Sylvestre.

After a few weeks in my new role as a Strategist for Organic, I’m compelled to add a quick post to “reset” my blog and get back to the task of blogging on an ongoing basis.

As the Digital Native demographic ages and press their elders to move beyond their fear of technology; as the heralded “web” comes to be with the explosion of new open platforms and tools; as new world leaders emerge and embrace technology for it’s community-building benefits, many organizations struggle to avoid falling irreconsilably behind the thought leaders and visionaries.

Organic is not one of these organizations. It is a true “digital shop,” at the point of the spear of modern marketing. Managing the evolution of one’s brand and product offering online has become increasingly complex, and it requires a deep understanding and acceptance of the new paradigm to succeed. Clinging to past strategies and processes will lead only to failure.

Organic is “platform agnostic,” which means the teams put strategy and goals first, and doesn’t waste time and energy on hiding ideas from the public, firewalling staff from Facebook and Twitter or lighting candles for push marketing and Microsoft products.

Organic attracts leaders in the industry and promotes idea generation and experimentation.

Organic boasts a proven process, where great minds converge and diverge to generate world-class work for its clients.

And finally (not really, but for the purpose of this post, it’s enough), the ThreeMinds culture permeates the day-to-day work and drives forward the long-term vision, creating a unified passion for quality and creating “Exceptional Experiences.”

It’s been years since I read Good To Great, and I’ve waited a long time to find an organization with such a drive… let’s just say if you see “Organic” on your RFP list, it’s okay to tell the other agencies to turn around and go home.

“The purpose of bureaucracy is to compensate for incomptence and lack of discipline–a problem that largely goes away if you have the right people in the first place.” — Jim Collins, Good To Great

olympics.jpg

Photo by Chinaguccio

I’m an Olympics junkie. But, until the olympiad when I can watch the event I want, when I want, wherever I want, my craving will remain unsated.

Athens 2004 gave a glimpse at the potential of the future of Olympics coverage, and as Beijing 2008 approached, it seemed that on-demand, super-immersive web strategy and mobile tactics would be ubiquitous and all-encompassing.

As it turns out, it’s not quite there yet. NBC’s has no regrets however, as their lock down of the coverage has grabbed a 17.6 Nielsen rating and $1 Billion in advertising revenue.

Nevertheless, social media and Web 2.0 has opened new doors for the dissemination and celebration of the games to spread higher, faster and stronger.

Here are some of the strategies and memes that are defining the Olympic Games online and on your mobile device:

Video

Wired’s “How to watch the olympics online”

Wired Olympics WikiIf you’re hunting for the ultimate on-demand and live coverage online, this is a good place to start.

CCTV Olympics Flash interface

Flash designers are boasting about the scope of the content being delivered on a Flash platform implementation. It’s “pretty,” I suppose, but severely limited as far as organization of the content and usability. It’s possible this answers the question whether Flash can support large projects, but that’s secondary to delivering a good user experience… and Flash just isn’t the right fit for this type of content.

NBC using Silverlight

… but at least the CCTV site is Flash and not Silverlight. Users, if they’re so fortunate to own a Windows PC, are forced to download the new Microsoft Silverlight plug-in to view NBC’s online video. After that hurdle is cleared, the experience is good for some, terrible for others.

Googolympics

Google Olympics Web StrategyStartupMeme lists the many Google initiatives for the games, including Gadgets, One-box search, Maps visualizations and the (arguably) revolutionary dedicated YouTube channel.

And here’s Google’s mobile access to stats and updates.

Widgets

All the major content providers have built desktop widgets.

Lenovo’s TVTonic Super-Widget

Lenovo WidgetLenovo’s has sponsored a skinned TVTonic app that allows you to subscribe to full-length events, viewable on- and off-line.

Interactive Strategies

CBC’s Sport Explainer

CBC AnimationCBC explains events with simple animations. You can learn water polo by clicking on the link at the bottom right here>

BBC Interactive Olympic Map

Interactive MapThe BBC leverages Microsoft Live Search Maps to surface blog and twitter coverage via a geographical visualization.

NYT’s Medal Count Map Visualization

New York Times VisualizationThe New York Times shows us the historical (and current) medal counts for all of the modern games.

BBC’s Olympic Myth: “Monkey”

BBC Monkey Viral VideoThe Gorillaz’ Damon Albarn and Jamie Hewlett adapt and animate a classical Chinese novel to promote BBC coverage.

Mobile

Blackberry Cool’s Olympic Roundup

Blackberr ApplicationsFollow on your Blackberry with these apps.

Softpedia’s Blackberry Beijing Travel App

Travel AppGoing to Beijing? Here’s an interesting targeted Travel App.

Zumobi’s Olympic iPhone App

iPhone Olympics AppZumobi has a simple app – no video, but general coverage, including photos and blogs. If you have an iPhone, let me know what you think of this…

Social Media

Twitter Hashtags: BG08, Beijing, Olympics

The twitterati can’t make up their mind on a tag, so here’s all three as they are rolling out on Twemes.

Flickr

Olympics on FlickrWow, Flickr had a great opportunity to capitalize on all the great photos from the event… but finding the good photos is tough. Most searches return almost an equal number of protest and political images as mediocre shots of the games.

Facebook Apps

Olympics on FacebookPramati has built an interesting Guess-the-Podium app for Sun. It’s a good idea, but tough to guess many events – that is, I could have an educated guess on a World Cup or March Madness app, but I’m not sure who to pick for 60kg Men’s Freestyle Wrestling. Will it be He Qin, Yandro Quintana or Mavlet Batirov who take the gold?

NBC’s and other also-ran apps are available too.

Wikipedia

Blogs

Bloggers Blog Olympics Blogs and Twitterers

A great list of bloggers and twitterers is collected here.

Athlete Blogs

Athletes' BlogsWith so many to follow, I haven’t had a chance to sift through these massive lists. (If you have any highlights of great athlete bloggers or entries, let me know.)

Wordpress Tag: Olympics

Of course, there are lots of other bloggers talking about the olympics. Wordpress aggregates the tags from these posts.

Reuters Olympics Podcasts

User-generated content and Memes

We can’t ignore the waves of UGC and the viral contributions of general public.

FriendFeed Spanish Faux-pas

Spanish Basketball TeamThis story exploded across the web, and gains strength still via social networks.

Blue Screen of Death @ Opening Ceremonies

The meme says Windows projected its infamous artwork on during the opening ceremonies. Real or fake? Either way, geeks grabbed on to the story and added another chapter to the Windows Fail mythology.

LOLBush @ Olympics

The Guardian wonders if Bush “can haz” anything else to do, besides watching Misty May dig sand.

Sponsor Strategies

Most of the official international sponsors have weak (if any) strategies – Flash timelines and movies that unapologetically cram the brands down the users’ throats. If your computer doesn’t crash, check out Panasonic’s “World Wide Wave.” Yikes.

On the other side of things

McDonalds’ The Lost Ring Cross-channel Immersive Storyline


Wow. I stumbled on to this only recently, and it looks expansive, and impressive. It also looks like it’s nearly over. I’ll be looking deeper into this multilingual social media play.

Atos Origin’s On-site Infrastructure

Here’s an overview of Beijing 2008’s IT provider’s offerings, including the “Olympic Family Intranet”

Kodak’s Blog?

Kodak's BlogMeh. Kodak’s final olympiad as an Olympic sponsor passes on a weak note online.

… one interesting post however, is the comprehensive gallery of Kodak’s Olympic Pins.

Samsung’s Medal Mania

Medal Mania is a cross-Internet hunt for medals. The clues are kind of lame, but it’s a good attempt at engagement.

Official Web Strategy

Beijing 2008’s official site

Beijing's Official Web StrategyOne wonders at the missed (?) opportunities for the official sites to host and stream on-demand content. And for revenue streams? Sponsorships, subscriptions and fee-driven access. How about a deal with iTunes?

Vancouver 2010

Vancouver's Official Web StrategyFinally, a shameless proud plug for the home team currently building towards the next winter games. Go Canada Go! (See you there.)

This list is a work-in-progress. Send me your links and thoughts on the games…