360angles

Internally at my agency we now have a running joke – the two-year web site. This is mostly based on our experiences of the past six months.

Since mid-2011 I’d estimate we acquired ~six new clients who were escaping bad situations with other agencies taking excessive amounts of time to complete website development projects. And in the cases we experienced, the timeline always seemed to be around two years.

The conversation kind of went like this:

Client: “I’d like to see if you could help us out.”

Voltage: “Sure, tell me what’s going on and I’ll see what we can do.”

Client: “Well, we hired this agency to build our website and it’s been in development for about two years now, is XX months past due, and $XXk over budget.”

Voltage: “I’ve heard this story before.”

On the upside for my agency, a pretty low bar has been set. On the downside for my agency, we are now starting in a position of distrust and we’re immediately on the defensive.

My point is this … I understand. I understand where the client is coming from: why they’re distrustful, why they’re hesitant to start over, and why they’re considering just giving up on the project altogether. And while I thank the other agency for practically handing me business, I’d like to give them the “what-for” for making my job harder.

So why does this happen? In our experience, it seems to follow a standard formula. Here are the things to keep an eye on when starting any website project:

1. RFP:
   Many companies initiate a web development project by issuing an RFP to agencies. They collect estimates form those agencies and then select an agency for the project. Make sure your RFP is written in a manner that will garner apples-to-apples pricing and deliverables from your potential vendors. Too many open ended requests (etcetera and miscellaneous items) and little specifics leave room for speculation and great variation in deliverables and pricing. In the case of some larger projects it’s well worth the time and money to hire a technology consultant to help with this process.
2. Requirements:
   Whomever your vendor may be, make sure they plan to detail the requirements of your website project in a written format. If they don’t plan to do this, run. These requirements are essential and should be based on your goals for the site. By their very nature website requirements will be highly technical, so if you’re not technically savvy then make sure to ask lots of questions. If your vendor can’t explain the document, then run. If they can and you still don’t understand, then seek the assistance of a third-party IT professional who can check the validity of the document.
3. Revisions and Approvals:
   Make sure you understand how revisions and approvals will be managed. Most agencies allow for two rounds of reviews and revisions on project deliverables – it’s an industry standard. And if you go beyond two rounds, you’re looking at change orders. This responsibility falls on both parties: a) the agency is responsible for communicating to the client the phase of revision being reviewed, and b) the client is responsible for making sure all decision makers provide input before submitting revisions to the agency. Change orders are not unheard of, and certainly not the death of a project, but run-away change orders can sour a relationship.
4. Realism:
   You’ve probably heard the term “You can have it cheap, fast, or good. Pick two.” This truism never fails in the website development business. For example, good and fast work will be expensive, and fast and cheap work will be bad. Unfortunately, some agencies will tell you what you want to hear to get your project (it’s hard not to). If your website project is large and complex, then be prepared for more money, a longer timeline, and more in-depth discussions with your agency – it will pay off in the long run. And if that’s not possible and you need something cheaper and in short order, then consider a phased approach where you launch a minimum viable product and phase-out the less essential items for post-launch.
5. Vendor Lock-In:
   Beware of systems that you don’t own, must license, can’t access or that beholden you to the agency that developed them. This is not always a bad situation, especially if you have an a-typical need that requires the application of specialized technology like vast e-commerce installations or CRMs (and even then, many open sourced solutions can be modified to fit your needs). But if you’re building a primarily content-driven website that sells products in a standardized fashion, accepts donations or allows users to register for an event (to name a few), then you probably don’t need a proprietary system. Some estimates state up to 80% of websites are powered by open source technology systems or are hard-coded in a standard programming language like PHP or ASP. Chances are you fall into this category.

In the end, consideration of the above will go a long way in keeping your project on time, on budget and you and your technology partner on speaking terms.

I’ve been tired of Groupon for a while, but I finally decided it was no longer relevant to me and unsubscribed.

After three terrible experiences, I just couldn’t see myself using it any more. So, of course, I ended up at their unsubscribe page.

It’s is great. The layout and functionality of the page itself gets out of your way and let’s you do the deed quickly-there are no dark patterns or hoops to jump through. The Punish Derrick messaging is hilarious in a low brow college humor gag sort of way. In fact, I liked it so much I almost signed-up again… (Then I remembered those three terrible experiences, but that’s another post.)

Regardless, it’s an excellent use of humor and user experience that (even though I was canceling my membership) left me with a positive memory of the organization. Once again, it reinforces the importance of user experience and the fact that opportunities abound, even in the most unexpected places.

It’s true. And as a small business owner of a web development agency, I was shocked when I read that statistic. Do a simple Google search on the subject and you’ll find multiple articles and quotes like:

Of the 55 percent of small business owners who don’t have a web site, 57 percent say their businesses will never have one …

On a daily basis, I talk to businesses of all kinds – from small to large and everywhere in between. The common thread is a desire for success and business growth, especially in this lethargic economy.

So the question persists, why are so many small businesses hesitant or apathetic about establishing an online presence for their business? After all, small businesses are fighting every day for market share, recognition, and the chance to prove their product or service is just as good or better than their larger, more established competitors.

I fear these small businesses are failing to understand that a website is often times the first interaction a potential client or customer will have with their business. Fail to show up on a Google search and your business instantly takes a few steps down on the credibility ladder. A business that ignores the power of this first impression is leaving opportunity and dollars on the table for their competitors to easily snatch-up.

Now some of you may be saying, “I get it, but I just can’t afford it” or “I don’t know where to start and certainly don’t have the time or knowledge to do it myself.” Both of those statements are understandable, but the cold hard facts are as follows:

• The internet is obviously not going away
• As gen-Xers (like me) and younger generations born with the internet at their fingertips move into decision making positions, the internet will only increase as a factor in the buying process.

Even the simplest of websites can help even the smallest of businesses look as professional and polished as their big competitors.

Everyone knows the saying “it’s who you know.” I can personally vouch for the validity of that statement as it’s worked in my favor as well as against it.

But, there’s another “who” we sometimes forget or lose sight of as business people and that’s “who WE are.” How do we define ourselves and our business and how do we provide our contacts and prospects with the tools to describe the “who” as it applies to us?

One of the most powerful tools we have as business people is our identity – the definition of who we are as a business in a succinct and memorable fashion. And the assets at our disposal to accomplish this include the following:

1) Identity:
Make sure it’s easy to understand, well designed, exudes quality and is used consistently. Brand dilution happens when logos change across media or over time. Brand standards can go a long way in combatting this issue and can be accomplished easily.

2) Messaging:
Can people tell what you do in the fewest number of words possible? That sounds simple enough, but all too often buzz words and lofty etherial sales-speak takes the place of clear communication. In the age of tweets and short attention spans, the 500 word description and “think outside the box” verbiage no longer apply. Keep it simple and get to the point ASAP. I’m talking short – think 25 words. And if you want to be able to tweet your description, it’ll need to be less than 140 characters.

3) Brand Assets:
This includes brochures, business cards, your website and any other vehicle that transports your brand to your markets’ eyes. Keep these simple, informative and go for quality. If your collateral is cheap, that perception will transfer to your business offerings.

4) Networking:
Apply all of the above to this. Networking can literally be done anywhere – coffee shop, wedding, convention, online, etc. If you can flip someone your business card, it reflects a quality business, they can find your website and tell what you do in a matter of seconds, your efforts will be that much more effective.

Hone your “who” to be easily understood, remembered and portable. In this fashion your identity can serve as an extension of you and your sales efforts – working on it’s own and through others and preceding your business before introductions ever occur. So when the time comes to approach a new prospect, your “who” has a better chance of already being known.

The customer is always right, right? So when we’re the customer, how do we handle the responsibility of being considered “always right?”

Some people/organizations handle it gracefully while others wield it like a sledge hammer crushing all who dare beg to differ. You are paying a vendor for their services and thus there is a reasonable expectation of quality, service and that promises be met. It’s an important dynamic and it is in all of our best interests to manage our vendor relationships with responsibility and professionalism. Here’s why:

1. Paths cross and word travels fast: You’re most likely working with a vendor because they service many companies like yours and work within the same space. If you tend to be a tough client to work with, they’re going to remember and when they evoke your name, you don’t want their opinions to be negative towards those with whom could become your client.
2. Be careful on your way up: Quite simply put, you never know when your vendor may become your client or when you may need something from them. Once again, there’s a good chance your fields of business are related and whether it’s advice you need, a client referral, a favor or an opportunity to assist them with a project they have, you want to be known as the go-to, easy to work with group.
3. Brand advocates: The best kind of marketing is word of mouth and anyone will tell you that “who you know” plays a HUGE factor in getting your foot in the door with a new client. Your vendors can become some of your best brand advocates. They talk to people in your industry and to people who may be seeking your services and if you work with them on a regular basis they’re going to know the kind of work you deliver. Treat them with respect and they’ll be more apt to speak your praises to people with whom they have solid relationships.

I’d recommend viewing vendors like any other business relationship; hold them to their promises, but be professional, and respectful. The relationships we have with vendors can benefit us both if managed properly.

Are business cards a thing of the past? As I was throwing away 50 or so old business cards, I realized I never look at them. If I want to contact someone, I email them. If I  need to call them, I run a quick search in my email client and get their phone number. I haven’t touched my fancy-pants rolodex in years and honestly it’s probably the next thing to go from the top of my desk. How long before business cards are gone completely? When will they join 8-tracks, vinyl, CD’s, zip drives, phone books and newspapers for that long ride off into the sunset of irrelevancy? What will take their place?

Here’s a few contenders that are taking the problem on in one way or another (no affiliation):

• Cardmunch
• The Bump App
• Pitrec
• Card.ly

It can be when you’re 16 and working at a hometown sub-shop or in the prime of your professional career, but most people experience the dreaded firing process one way or another if they’re in the business of being in business. Whether your being the one let go or the person letting someone go, it’s NEVER an enjoyable experience.

It’s a scenario we’re all familiar with, but what about when the tables are turned? What about when the subordinate in the situation fires their boss, the company they work for, or their client? It’s an odd thing, it goes against everything most dedicated hard-working “give-it-your-all” people have been taught, but necessary.

We recently parted ways with a client and it was our choice as an agency to “let the client go.” So how does it come to this? Well, in this case the relationship was no longer productive for us or for our client. And I suspect this is the majority of instances where this situation should and does occur. As an agency owner, it’s a tough decision to essentially tell a client’ “we no longer desire to work with you and no longer want your money.” Yikes!

This decision did not come lightly, but after much consideration we decided it was the best decision for all parties involved. We believe in the end, this bittersweet parting will prove beneficial for both our agency and the client. The client will be free to pursue an agency who better fits their needs. And we the agency, will be free to pursue clients who’s needs are best served by our skill-set.

I went to Old Navy last Saturday to get some cheap t-shirts. (Every wardrobe needs cheap t-shirts.) During my excursion I ran across this display of sports teams tees.

I live in Kansas City. The Old Navy in question is in Kansas City. I ask you, what is missing from this assortment?

The missing team is The Kansas City Royals. I asked a salesperson where the Royals shirts were. She rolled her eyes and said, “I know, we have the most random collection of teams.”

How does this happen? It’s an obvious miss on Old Navy’s part when it comes to understanding their market. While my beloved Royals have had a terrible record since the mid-80s, people in Kansas City still have a passion for this home-town team. And if you’re going to create city-specific apparel, it’d seem wise to at least cover the major sports franchises in a respective city.

…And then to pour salt in the wound: doubling up on the the St. Louis Rams, really? Really!?

Step into my office, Old Navy, you’re fired.

From the day I started my design business, over a decade ago, it was incumbent upon me to bring in new clients and create opportunities. I still hit the pavement each and every day – researching new leads, making phone calls, sending emails and schmoozing new clients.

One might think the worst thing that can happen after a pitch is being told the word “no”. They’re wrong.

In reality, “no” can be one of the better responses you get from a prospective client (aside from the obvious “yes”). “No” is honest, conclusive and it frees your schedule to pursue other opportunities.

The most frustrating part of sales can be the prospective client who can’t seem to muster the word “no,” but in one way or another keeps you coming back to the table via emails, phone calls or actual meetings. You suspect the “no”, but it’s not actually there because it was never said. You feel it and eventually you have to move on, but after a prolonged process.

While it would be flattering to think these prospects are taking the time to “soak-in” all of the amazing services my team of skilled designers and developers has to offer… More likely than not I suspect these prospects are simply trying to be kind and/or are afraid to say “no.”

This is where the fallacy lies: by avoiding the word “no” these individuals aren’t being kind or saving face, they’re just avoiding termination of the communication and thus prolonging the inevitable – that we will not work together. And while they may see this as the kind or the easy way out, this choice is detrimental to both parties.

In the face of this alternative, the act of saying “no” is beneficial not only to me, but to them as well. It saves us both a bit of the most valuable and least-renewable commodity we have access to: time.

AT&T has just announced it’s discontinuing unlimited data plans. For those watching the calender, it’s exactly one month and one day after 3G equipped Apple iPads went on sale, aka it’s now 24 hours past when you can return the devices.

Hike up your waders the marketing double speak is thick in this press release…

AT&T*, the U.S. smartphone leader, today introduced new wireless data plans that make it more affordable for more people to enjoy the benefits of the mobile Internet.

Yes, that’s an un-ironic asterisk on the first word of the press release. It doesn’t really matter though, the deal is AT&T is slashing the unlimited plan and now offering DataPlus, providing 200 MB of data for $15/month with additional 200 MB extensions for $15/each, and DataPro, providing 2 GB of data for $25/month, with additional 1 GB extensions for $10/each. Tethering, a feature that all iPhones have been capable of for over a year, will now be allowed by AT&T for an additional $20 per month on the DataPro plan.

The iPad was sold hard with this original unlimited data plan. It was sold by Steve Jobs standing by himself on a stage talking about how revolutionary this all is. How can this business relationship continue? How did Apple end up here? I wish calculating opportunity cost was an exact science; I’d like to see a tally of what Apple is paying for the ongoing damage to one of the most enviable brands on the planet.

As Yanowitz on Hackernews said:

I’d love to be a fly on the wall for the screaming matches between AT&T and Apple.

UPDATE: As of 2:40pm CST, June 2nd, 2010 Apple’s iPad product page does not reflect these new data plans.

We are now reaching the end of the Stanley Cup finals. As the Redwings and Penguins battle it out, I thought this would be a perfect time to check out bushparty for a compilation of some of the worst logos to ever see a hockey game.

From Graphjam:

It’s all too-easy to get tunnel-vision during a design project and screw it up with some piece of minutia that falls through the cracks because it lays outside your field of expertise. The more trivial mistakes end up being the wost, because they’re so glaringly obvious to some subset of the population that does not include you. A subset like… astronomers. (Or 3rd graders in science class.)

Moon Movie Poster - Sam Rockwell

Duncan Jones’ upcoming “Moon” is definitely on my must-see list this summer. It looks like a great Sci-Fi thriller. And the production and collateral design is tightly integrated. This gives the website, the trailer and the poster real power when it comes to creating a brand/identity. But… they screwed up on the poster when it comes to checking their facts. Whoever designed this did a fantastic job nailing a unique style that looks modern and classic at the same time; they also clearly had no idea how far the Moon was from Earth.

The tag line says “950,000 miles from home, the hardest thing to face… is yourself.” That sounds great, it’s intriguing, it even has a twist right at the end, but the moon is 240,000 miles from Earth. According to Bad Astronomy, the only thing 950,000 miles out is a telescope or two and maybe some space dust. Yikes. Considering the movie’s tag-line is such a key element to the design, it certainly would’ve been worth vetting before going to print. A quick Google could’ve avoided the problem.

Having said that, they’ve already gone and done the next best thing besides getting right in the first place; they quickly corrected the poster and changed the tag line to “250,000 miles from home, the hardest thing to face… is yourself.” You can check it out here in all it’s glory: Ain’t It Cool News – Moon Movie Poster.

Bravo! Admitting a mistake and moving to fix it immediately is the most sensible reaction to situations like this.

What do you get when you multiply psychedelic colors with contemporary shapes?

A one way ticket to a place called Awesome Town, that’s what. See you there!

This post is dedicated to my dear friend and design mentor… the gorgeous, Huma Wadood.

Her parents came to the United States from Pakistan to pursue the American Dream. They worked hard to become successful, had three beautiful daughters and the rest is history. Because I’m obsessed with travel and exploring the world, I constantly ask Huma to tell me all about this far away place called Pakistan. One of the most striking things I’ve learned is that virtually every vehicle is completely covered with a kaleidoscope of color and design.

This decoration of vehicles is actually a common practice in a number of countries. Similar techniques are used in the Philippines, Indonesia, Central America, South America, India and Bangladesh. What makes Pakistan so unique, is the pervasiveness of this art. Colorful designs are heavily utilized on practically all private and commercial vehicles, from trucks and buses, to vans, taxis and even vendor’s push carts. Discovering this gorgeous anomaly has totally inspired me to expirement with bright colors. I hope it stimulates creativity in you, too.

I don’t know what it is about me, but I love seeing before and after shots of just about anything. I mean anything. It just so happens that I love checking out nice logos as well. What happens when these two things combine? The 2009 ReBrand 100 Global Award Winning Brands.

Cat photo from the wonderful icanhascheezburger.com

I’m sure many of you MySpacers out there, including myself, have signed up for a Facebook account over the last year and are using it more often than MySpace. I was personally tired of the slow page loads among other usability issues. Not using my MySpace account very often over the last few months I only recently realized that MySpace released Profile 2.0 in mid-November. It seems that most of the feedback I’ve been reading about has been negative. I, however, am a huge fan. Stan Schroeder at Mashable mentions some of the new features …

As far as new features go, the new profile should above all bring speed and better privacy options. New profiles are optimized better and should load faster than the old ones. Furthermore, if the user isn’t satisfied with load times of their MySpace page, he or she can hide certain sections of the site or optimize individual modules to display less items: 5 comments instead of 10, for example.

I’m really just all about the fast page load. That alone would get me to switch to Profile 2.0.

I can’t forget to mention that your MySpace page will still be fully customizable in Profile 2.0. Going about that might take a little patience and exploring, but once you get it, you’ll never want to go back to Profile 1.0. And a few minor, but notable features I like are the ability to preview your changes before publishing your page and the fact that it’s fully W3C compliant.

Illinois Senate Parody Furniture Ad

Leather Creations Furniture – Selling furniture (and chuckles) to a cynical market via a quarter-page ad in the Chicago Tribune on Christmas Day.

In his latest masterpiece, 808s and Heartbreak, Kanye West turns away from hip hop to make pop music “in an artistic way.” He calls it Pop Art.

“This is not hip-hop music. Taking a sample, looping it and doing all that ‘throw your hands up in the sky’ thing has become such a cliche. Hip-hop is over for me. I sing, not rap, on this album. I now want to be grouped among those musicians you see in those old black-and-white photos – the Rolling Stones, Jimi Hendrix, the Beatles. And I’m not going to get there by doing just another rap album full of samples.

“I’ve had to create a whole new musical genre to describe what I’m doing now and I’m calling it ‘pop-art’ – which is not to be confused with the visual art movement.”

Voltage Super Designer, Geoff P, noticed the subtle use of these trendy colors on the album cover art. It appears that each of the eleven tracks is represented by a stripe of color. If you’re digging this style, stay tuned for Kanye’s fresh new clothing line Pastelle. Loves it!

I absolutely adore these hand-made agenda books, from graphic designer Vikki at Veekee. Inside you’ll find 122 pages with 54 weeks and 13 months hand-drawn out (but undated) so you can start whenever you’re ready. Wrapped in vintage silk scarves, each book has silk screened pockets inside as well as the front. Nice heavy paper plus originally illustrated stickers and notepaper too.

All agendas are, very obviously, made with love!