Global Connections, Eclectic Selections

A HAPPINESS CENTENNIAL

2012-01-14T10:39:00.000-08:00

A HAPPINESS CENTENNIALReflecting in the first post of the new year, I am happy to highlight John de Graaf's essay this morning as I have been spending a lot of time over the past 4 weeks thinking about how do we know how far we are in our hope to be healthy ? how do we know we are heading for happiness? One such measurement is a survey of well-being recently introduced by The Happiness Initiative

The New Journalism, The Great Transformation and the Inifinity 8

2011-12-01T10:14:00.000-08:00

I am so happy with this work that Eileen Clegg and I designed for the Innovation Journalism conference at Stanford - See the video as journalists and others reflected and then told the story which you may have missed in the earlier blog post I made below back in May The story continues with the recent conference I attended in Barcelona on Knowledge Federation, The New Journalism. We

RSA Animate - Changing Education Paradigms

2011-11-22T22:44:00.000-08:00

Watching this video is like having the sun begin to shine through the dark clouds - this is truly worth watching for insight, clarity and understanding that public education today was invented for a different time and age. What are we doing to our children? And why don't we stop a paradigm that strips away from young people the natural capacities that would allow them to rise to the challenge

Health not Healthcare: The Quiet Revolution

2011-10-13T23:21:00.000-07:00

Starting October 1, I started working full time in the Federal Health Futures Group - this experience will rate as one of my peak work opportunities - and I have had many highs in my life having worked with and studied under some of the best minds in the world, Turing award winner Douglas Engelbart, Finance pioneer Fisher Black, Franco Modigliani, Robert Merton, both winners of the Nobel

Mindful Awareness – Bridge over Troubled Waters

2011-09-12T08:18:00.000-07:00

Let me whisper in the gentle silence of reflection Say “I pass” to pessimism on auto-pilot. Upheaving the soul-crushing times By purposeful intent, let me Mindfully, feel and learn the way back to well being MLF 9/11/11 On 9/11/11 I wrote a blog post for Whole Life Well Being... enabling me to take time to consider my response to the day, and the last decade. Thank you Gerald Wagner for

http://cliffmass.blogspot.com/

2011-09-07T14:51:00.000-07:00

Celebrating our global connection - posting from San Francisco Read on to learn about the weather extremes around the world from Cliff's Mass Weather Blog. http://cliffmass.blogspot.com/ On Monday Sept 5, we had the first salon for looking at socially valuable initiatives that don't fit into the current thinking. Just a few stalwart souls gathered to meet each other and listen to

Renaming this blog to Global Connections, Eclectic Selections

2011-08-25T09:10:00.000-07:00

When I started the blog 6+ years ago, I was deep in the world of CRM, Customer Relationship Management - and it all seems so far away today. The world has changed so profoundly. We have moved away from the era of the Customer and Capitalism to a new one of Global Citizenship. In the last 2 months, I have been to Singapore, Washington DC, Sydney Australia and more. I exchange email with people in

Customer Connections, Eclectic Selections: Rembrandt vs Vermeer - insights for CRM and the dy...

2011-07-28T08:25:00.000-07:00

I noticed that my 3rd post was a popular read, so am highlighting it now, 6 years later! I hope it merits your consideration for reading. Pin hole perspectives have their use, but they are not the whole picture. Art history holds some lessons for us: Artist David Hockney in "Secret Knowledge" his 2001 book credibly claims that many of the most acclaimed European artists (Vermeer Caravaggio, van

Health Care Organizational Ethics: Improving Health By Telling, and Hearing, Stories

2011-07-28T08:06:00.000-07:00

Jim Sabin teaches at the Harvard Medical School and is a voice of reason that I appreciate. His blog post resonates with the poem I wrote as a "cover+mashup" of Edna St Vincent Millay's poem Upon this gifted age in its dark hour falls from the sky a meteoric shower of fact..... There exists no loom to weave it into fabric Mei Lin's riff quoted in this blog before but with the Stories

Dan Pink's Drive: The surprising truth about what motivates us

2011-07-28T07:52:00.000-07:00

I was moved to post the RSA Animation of Dan Pink's Drive - which I have recommended countless times face to face but neglected to mention on the blog so now its here! Why was I moved? I read the CIO article on Horrible Bosses and made the following comment today: Great story, I wanted to respond to your clarion call:"I only wish I understood why even good employers sit idly while bad managers

It's Time to Find Your Voice

2011-07-25T02:55:00.000-07:00

What a great experience being on the steering committee for the Triple Helix Conference at Stanford. It was great to have a chance to reflect and write about the highlights of the conference at http://www.institute-of-event-management.com/time-find-your-voice The two panels that I felt it most important to include in the conference were: A. Knowledge Federation lead by Dino Karabeg, Professor

The Great Transformation of Journalism - Innovation Journalism emerges

2011-05-29T18:39:00.001-07:00

Visualization Innovation - Last Tuesday we presented a workshop at Stanford's 8th Innovation Journalism conference which created a collective view of the Great Transformation of Journalism. Eileen Clegg of www.VisualInsight.net and I conceptualized and designed a Visual Puzzle to represent the Great Transformation that Journalism is undergoing - we used the puzzle pieces to get participants to

Quantified Self Weight Loss Management - Social Strategies and Social Sabotage

2011-05-29T18:18:00.000-07:00

Click on the link to get the Slideshare posting of the talk I gave on my experience as a subject within a 2 year study on Weight Loss Maintenance. This talk was given at the Quantified Self 2011 Conference at the Computer History Museum in Mountain View California. Quantified Self Weight Loss Ignite talk ML Fung 2011View more presentations from Institute for Service Organization Excellence

Stuart Brown: Why play is vital -- no matter your age

2011-05-11T23:19:00.000-07:00

A great video about exploring the possible through Play.

The Right Way To Get Employees To Collaborate

2011-05-10T10:51:00.000-07:00

yep, he's right.The folly of rewarding IT for buying software while hoping for collaboration. When will we learn to listen and understand first?I'm working on the health futures community project where I'm pondering these questions, if you have tips, hints, leads to good stuff - let me know! The Right Way To Get Employees To Collaborate

IJ-8 Conference: May 24: World Economic Forum IJ-8 Workshop

2011-05-09T20:11:00.000-07:00

I'll be facilitating the interactive workshop in parallel with World Economic Forum Global Leadership Fellow Derek O'Halloran's plenary session on The Great Transformation. Do come and join us - a Stanford conference that gets my highest ratings for interest, intellect and insight - every year: The 8th annual Innovation Journalism conference brings the story tellers together to ponder Whither

Listen Understand Do - more important than just focusing on Measuring Customer Engagement on the Web | The Social Customer

2011-04-28T20:36:00.000-07:00

Julia Hunt writes in The Social Customer - its not just enough to measure, but to recognize that what is easy to measure may not be the thing to get you to the goal you hope for. "The folly of measuring web visits while hoping for community engagement." to paraphrase a seminal management classic by Stephen Kerr "the folly of rewarding A while hoping for B" Ms Hunt writes a comprehensive review

Mastering the Emergent Strategy Process

2011-04-26T13:12:00.000-07:00

This is well worth reading. Doug Engelbart has been trying for a VERY long time to articulate this concept, he called it networked improvement communities. But this description of Emergent Strategy is the clearest statement of what Doug has been striving to say. READ THIS - it will change how you think about risk and innovation. And you will be the better for it. The Pixar story is terrific.

It's in the stats: Red Sox will win 101 games - Stats can be fun!

2011-04-06T20:09:00.000-07:00

Tip of the hat to the Christian Science Monitor for writing a great story on how statistics can help us get more of what we want. It's in the stats: Red Sox will win 101 games

Is the Twitter RT irrelevant? | Social Media Today

2011-03-31T10:39:00.000-07:00

Joel Postman, the author of this post is at Cisco. The point that is brought up is whether to acknowledge where you got something from, in your own Twitter posts.it brings up for me two things:1. Yes - its good to know the source (even if its at the end of a chain)2. Why can't this be "kept" out of the twitter 140 characters, but stored elsewhere (where?) and accessed when neededWhat do you think

I'm getting on the Offensive for Health

2011-03-30T10:48:00.000-07:00

If you click on the title of the post, you will get to a video which shows some of the work I have been involved in over the past couple years, with the US Air Force Medical Services. This work reminds me that we live in a US health ecosystem experiencing "The folly of rewarding healthcare while hoping for health" I'm inspired by a 2311 year old quote by Herophiles 300 B.C. When Health is

SuperHappyDevHouse 42: San Jose Tech Museum

2011-02-22T23:02:00.000-08:00

Here in Silicon Valley we have the Super Happy Dev House where developers gather for a hacking session.This February they met at the Tech Museum - and were inspired by the "Mother of all Demos" featuring Doug Engelbart in 1968

The dogmas of the quiet past are inadequate to the stormy present

2011-02-01T11:38:00.001-08:00

Thanks to David Allen's newsletter (he's the Getting it Done author) - he asked today "Is it time to get disorganized?" to avoid stagnant thinking and ends with this great quote from the I Ching which I feel impelled to share "Just as the tumultuous chaos of a thunderstorm brings a nurturing rain that allows life to flourish, so too in human affairs times of advancement are preceded by

Design Thinking in the schools - Kim Saxe

2011-02-01T11:25:00.000-08:00

Getting excited about Education - YES !

What Makes Facebook Fan Pages Successful? - eMarketer

2011-02-01T10:27:00.000-08:00

Local Businesses come up tops in Facebook Fan pages - Location Location Location strikes againAnother interesting Facebook Friendships visualization is at http://jonchui.wordpress.com/2010/12/15/the-facebook-world-map-with-countries-overlaid/ This is a mashup from FB Intern Paul Butler's original post in FB Engineering done by Canadian Jon ChuWhat Makes Facebook Fan Pages Successful? - eMarketer

Social Network Strategies for Purposeful Impact

2011-01-29T21:56:00.000-08:00

Social Network Strategies for Purposeful Impact #WLF11 OPEN silicon valley Jan 2011View more presentations from Mei Fung.

Social Network Strategies

2011-01-27T18:23:00.000-08:00

I'm preparing for my keynote talk at the Women's Leadership Forum and find myself caught up in the Tiger Mom controversy. Wow, that really struck a chord internationally.All mothers (and fathers) do the very best they can to be the very best parent for their children - I am convinced that this is one of those "nature-given" qualities.So the Tiger Mom issue resonates in many ways - what is "best

華裔學者教育觀惹爭議 (Amy Chua's 'Chinese Mother' claim provokes fierce backlash)

2011-01-27T18:22:00.000-08:00

The Chinese animated version of the Tiger Mom controversy

Amy Chua/Tiger Mom, "Didn't Expect this Level of Intensity!" 1/26/2011

2011-01-27T18:15:00.000-08:00

Click on the link above to see the video interview of Amy Chua on Good Morning AmericaThen below is a link to the Time Magazine Cover Q&A with Amy Chuahttp://healthland.time.com/2011/01/11/chinese-vs-western-mothers-q-a-with-amy-chua/

Pause for Purpose

2011-01-22T00:26:00.000-08:00

Hi everyone, here's a recent blog I posted at WholeLife Well Being - below is the video/musical accompaniment. If you want the full experience, please play the video and open the link below in a separate window. It takes 17 seconds before the music starts, so that gives you time to open the other link to the blogpost on Pause for Purpose. Pause for Purpose I'm very interested in your

Did you catch all of these? 10 business models that rocked 2010

2011-01-04T17:49:00.001-08:00

Cool or not? I'm glad to welcome in 2011 with a first post that will rock your socks.These 10 business models are different - one of them I even participated in- AirBnB and its been great. PatientsLikeMe - we've talked about in this blog earlier this year.For those interested in customer connections - the maverick waves are coming. Maverick waves come into the coast of California - giant waves

TEDxBayArea Women - Tara VanDerveer - Half Time Adjustments

2010-12-12T23:37:00.000-08:00

Great halftime talk by Tara VanDerveer - terrific advice about adjusting your game based on what's happening. Bootstrapping, Feedback - how we react is as important as our planning.

At TedWomen, Leaders Tell Us How Women Can Run the World | Women's Voices For Change

2010-12-12T23:25:00.000-08:00

So happy we put on this great event that highlighted so many voices! We started with our poem rif on Edna St Vincent Millay, adapted for the occasion Upon Our gifted age in our dark hour Falls from the sky a meteoric shower of Stories Wisdom enough to nurture lives and grow joy is being spun today Let us here create the loom of intention To weave women's wisdom into the fabric of our daily

Social Radio - example from Dell

2010-12-12T09:26:00.000-08:00

If we want to build a community, how about thinking beyond a daily newsletter, how about radio?Manish Mehta, VP Social Media & Communities at Dell used this term at the end of this videa (starting around the 3 minute mark). He talked about how employees within Dell needed to turn on their social radio to find out how well Dell as a company is perceived as doing the following "Listen" "Engage"

TEDxBayArea Women - Dominique Crenn - Remembering: A Chef's Pledge to Ou...

2010-12-10T00:49:00.000-08:00

The VERY BEST talk of the day by Iron Chef-Beater, Dominique Crenn

TEDxBayArea Women - John Hagel - The Big Shift:Challenge and Opportunity...

2010-12-10T00:48:00.000-08:00

We had a GREAT day at the TEDxBayArea TEDWomen event at SAP in Palo Alto. John Hagel was one of 20 speakers but he truly stood out as a man who "gets it" and is predicting that the rise of the feminine archtetype is needed and important for climbing out of the hole we are in

The Mother of All Demos

2010-12-03T02:39:00.000-08:00

December 9 2010 will be the 42nd anniversary of the Mother of all Demos, so its timely to highlight this great 5 minute video of an important moment in technology history. The link goes to Doug Engelbart's 2003 paper presented at IBM's Co Evolution Symposium - on the co-evolution of Human and Tool Systems.

The Perfect Metaphor for Poetry: A tinyBigPictureshow

2010-11-17T16:29:00.000-08:00

There's a piece in the NY Times today about the digital key to unlocking the riches of the humanities.... then I thought about how in corporations we try to put complex things in a few words "give me the gist" or "top 3 takeaways" and end up "simplexifying" it - making a complex thing even more complex by trying to simplify it.Too often we take something that is immense and powerful and strip it

What you intend and what you are looking for shapes what you see.. David Sibbet

2010-10-29T11:04:00.000-07:00

A maturity model for customer service

2010-10-29T10:56:00.000-07:00

Gary Lemke, the genius behind CRM Advocate was writing a series of daily columns about whether or not we need a role of "Chief Apology Officer:. I was struck by the idea of people creating problems so they could have more apologies to make, and therefore a long list of "accomplishments". So Gary and I had an exchange on email, where I urged him to "go all the way" in identifying the maturity

Open call for Haikus for the 21st century soul-searcher

2010-10-20T07:10:00.000-07:00

I was glad to speak at the Santa Cruz Women's Leadership day last month and had the pleasure of meeting Camille Smith. I ended with my poem, that starts with the first stanza quoting Edna St Vincent Millay and ends with ..." let us now conceive the loom of intention to weave wisdom into the fabric of our souls" In response, Camille sent me her haiku on habits...finely observed and described

One Tribe y'all - Our language is unity

2010-09-30T13:25:00.000-07:00

The Internet brings us together - Shakespeare said it well: There is a tide in the affairs of men Which, taken at the flood, leads on to fortune; Omitted, all the voyage of their life Is bound in shallows and in miseries. On such a full sea are we now afloat, And we must take the current when it serves, Or lose our ventures. let's ride this opportunity on to the voyage of our lives!

The Dilbert Paradox – "How do you develop talent in the face of the stultifying effect of the work environment?"

2010-09-22T12:11:00.000-07:00

The Power of Pull - John Hagel talking at TEDxBayArea Tip of the hat to Rich Reader: The sixth proposition of the “Power of Pull” asserts that workers become stressed out and ineffective when their passions are totally disconnected from their jobs. John Hagel asks executives to think about the increasing pressures that accompany the long term shift. How do passionate workers cope with the

Customer Experience in the Government sector: A Marathon not a Sprint

2010-09-20T21:51:00.000-07:00

CEM in the Government sector... Be prepared for a marathon, it is not a sprint Ms. Mei Lin Fung Chairman, www.isoe.com G-CEM Global Advisor Click here to read this article in Chinese This article is exclusively written for G-CEM. What is your experience of government? Is this familiar when you travel? "you wait in line at least twenty minutes, pushing and shoving... staff... unhappy...

“Whatever you think you can do or believe you can do, begin it. Action has magic, grace and power in it.”

2010-09-17T01:51:00.000-07:00

In the middle of a recession in the US, it is all too easy to hark back to those "good old days" when jobs were more plentiful and going out for dinner was the highlight of the week. Sometimes, it takes a JOLT to make us raise our eyes to aspire higher. If he had never become a double amputee, Liu would never have learned to "keyboard" with his toes. At the age of 19, when he decided to resume

RSA Animate - 21st century enlightenment

2010-09-10T01:53:00.000-07:00

The question posed in this video, for me, is Empathy as important as Education in our quest for harnessing human potential? Last night I heard Thomas Goetz at TEDxBayArea, he's the executive editor at Wired Magazine and author of "Decision Tree" ok, ok, we are in the middle of a recession, so someone asked Thomas how he could be so optimistic (about healthcare in the US) His answer basically

David Grady: The Conference Call

2010-09-03T07:54:00.000-07:00

a skit for our times..... LOL

Well Being Matters - Introducing the WB Meter

2010-08-29T09:05:00.000-07:00

I'm happy to have written the opening blogpost at Whole Life Well Being - a project of Jerry Wagner, Senior Gallup Scientist. Check out the site, and contribute your well being meter reading to our community. Let me know what you think of the post, good bad or otherwise.

We are made of STAR STUFF

2010-08-28T00:17:00.000-07:00

What a piece of work is a man, how noble in reason, how infinite in faculties, in form and moving how express and admirable, in action how like an angel, in apprehension how like a god! the beauty of the world, the paragon of animals—and yet, to me, what is this quintessence of dust? Hamlet, Shakespeare What is this quintessense of dust? We are made of star stuff - indeed. When we consider

Choosing An Ergonomic Keyboard And Mouse - Applelinks.com

2010-08-05T00:25:00.000-07:00

Choosing An Ergonomic Keyboard And Mouse - Applelinks.comI've been writing about health social networks and last week, I found myself enjoying the wealth of friendship and great support and help on the Internet, there for the asking!After seeing my doctor and having identified as having suffered Shoulder Rotator Cuff injury - the exercises he prescribed hurt and he said if the hurt continued, the

Jawdroppingly fun way to generate Customer Exprience! Gamestorming - How an idea ignited Starbucks

2010-07-30T20:06:00.000-07:00

How cool is this? Just after writing about Health spaces, I find this great social network story about playing games to design new experiences that engage customers - Watch this video - and bring innovation and fun into your workplace - AND improve your customer relationships with new ideas from the people who care - employees in your business ! Gamestorming

Health Spaces Part 2

2010-07-28T14:27:00.000-07:00

Another in the series of posts about Health spaces - how do we manage our time and space when it comes to health and healing. Take a look at this article about doctors who accept walk in patients as a matter of course A shift to Just in Time Care - it takes thinking to make it work, but what benefits flow.

Design for Experience: Spaces for Health and Healing - Part 1

2010-07-28T14:18:00.000-07:00

Last month I participated in the Institute for the Future's Health Horizon's conference at the foot of the Golden Gate Bridge. Now you're talking about an amazing space to talk about health and healing. While there, I had the pleasure of finding out about Quarantine Landscapes. There is a lot we can learn about in designing Customer Experience from the approach being pioneered by Nicola

Managing Healthcare Through Social Networks

2010-07-20T18:01:00.000-07:00

"In nothing do men more nearly approach the gods than in giving health to men." Cicero Mari Carmen Domingo of the Barcelona Tech University in Spain, helps us all with a great overview of the actual practice of physician and patient social networks in the e-Health, July 2010issue of www.computer.org the magazine of the the computer society of the IEEE. Bravo to Mari Carmen. The link above gets

Asia Business Conf 2010: Lim Siong Guan, Govt Singapore Investment Corp ...

2010-06-10T13:35:00.000-07:00

A hard headed skeptical view of Asia growth markets from Singapore - I think this talk touches on a broad picture of much happening around the world and puts it into an actionable narrative. I have a lot of respect for Lim Siong Guan

Re-inventing the purpose of the firm - Customer-centric Capitalism

2010-05-24T23:55:00.000-07:00

It is wonderful and highly validating to see Irving Wladawsky-Berger write about this topic and highlighting Johnson and Johnson as a sterling example of a company that has embraced customer-centric capitalism. He even quotes the J&J credo, which readers of this blog may recognize from seeing it here a few years back. While we have not quite reached tipping point, social media is tilting in the

When Mentoring Goes Bad - Executive Adviser an MIT SMR / Wall Street Journal Collaboration - MIT Sloan Management Review

2010-05-24T10:34:00.000-07:00

Extract of Principles for Mentoring relationships from the article QUESTIONS TO ASK YOURSELF If you are mentoring someone, are you giving them enough of your time and interesting work? Are the personality and work habits of your protégé similar to yours, and if not, are you able to make sure that doesn’t get in the way of working together? Have you and your protégé clearly outlined his or her

PBS NewsHour piece on the Khan Academy and Salman Khan

2010-05-21T10:24:00.000-07:00

Online K-12 Math and more - The Khan Academy, winner of the Tech Microsoft Education Award.An inspiring story of how videos created for a 5th grade niece generated 1300 teaching videos now viewed by 100,000 people a month.10 minutes at a time - a path to education, online, free and available to English speakers for now.... maybe other languages later?

What is Twitter, a Social Network or a News Media?

2010-05-07T00:59:00.001-07:00

Great analysis. Tip of the Hat to Alvis Brigis for alerting us.Check out this SlideShare Presentation: What is Twitter, a Social Network or a News Media? View more presentations from Haewoon Kwak.

Video Sketches

2010-05-06T15:21:00.001-07:00

Check out this SlideShare Presentation: If you are interested in enlisting the power of video, Michael Rubin wrote the slide deck on this. Digital story telling in 2-3 minutes gives voice to those drowned out by on-the-fly speakers Power DVView more presentations from Michael Rubin.

Measuring S

2010-05-03T11:54:00.003-07:00

Measuring S’pore’s mental well-being (ST 21 Nov)Posted using ShareThis

Measuring S

2010-05-03T11:54:00.001-07:00

Measuring S’pore’s mental well-being (ST 21 Nov)Posted using ShareThis

Visualizing information - highlighting SAS as a mindful learner

2010-04-18T14:41:00.000-07:00

With the information explosion - there is hope - I want to highlight SAS as a company who is taking a mindful learning approach to this difficult topic. Thanks to Rich Razon at Pureshare, I found Stephen Few's great analysis of healthcare costs - interactive and drill down-able. Stephen explains how he developed this in a downloadable pdf. Enjoy!

5 exabytes created every 2 days. Up to 2003, that was the total information generated

2010-04-16T10:45:00.000-07:00

My stand outs from Google CEO, Schmidt's Top 10 Reasons why Mobile is Key - We generate today in 2 days, the amount of information that was generated from the start of human communication till 2003. - The Everything NOW 18 year old. There is no OFF button for teenager's communication with the world No wonder our minds are spinning. And teenagers are gearing up for a different world. Totally!

quick 3 pager on Customer Intelligence by the Economist Intelligence Unit

2010-03-18T13:40:00.001-07:00

Tip of the hat to Search CRM's newsletter - and thanks to Microsoft for sponsoring a quick readable piece that required no log in. click on the link and there it is. How refreshing. And it is surprising to me how surprising it is that it was so easy to get. I've been trained to jump thru the hurdles, register or sign in, provide information..... this was nice.

Health 2.0 on FutureTalk TV

2010-03-18T00:23:00.000-07:00

Thomas Goetz, Executive Editor of Wired Magazine has written a new book called Decision Tree - and we were pleased to feature him on our March episode of Future Talk - together with Jen McCabe, CEO of Contagion Health. http://www.youtube.com/watch?v=cDCrZF1DptY Click n the link above or on the title to see the video. In this, the second video segment of the episode, at minute 6, Thomas Goetz

Janine Benyus: Biomimicry in action | Video on TED.com

2010-02-24T18:19:00.000-08:00

Watch for inspiration from nature - Innovation that is artful beautiful and inspired by nature Janine Benyus: Biomimicry in action | Video on TED.com

How to stop divide and conquer? No More Corporate Dodgeball 101509

2010-02-16T08:27:00.001-08:00

A new understanding of why "The Meek shall inherit the Earth".... a pithy summary in 13 slides points the way to a new operating model for organizationsNo More Corporate Dodgeball 101509View more presentations from Nilofer Merchant.

Jaw Dropping - the future of health...Patients Like Me

2010-02-13T11:00:00.001-08:00

CRM and E-Government | CustomerThink

2010-02-04T08:07:00.000-08:00

A spirited exchange on Trust and Government - which seems strangely relevant these days when we have to think hard about what every tax payer is now in hock to due to the deficit:If you take the Federal Deficit of trillions of dollars, and divide it by the number of tax payers today, this is the number you get.$112,000 ....... if you divide the deficit by the number of citizens then the number

he changed our lives...85th Birthday of the Inventor of the Computer Mouse -

2010-02-01T14:36:00.000-08:00

I had the pleasure of attending Doug Engelbart's birthday party celebrated at The Tech Museum of Innovation last Saturday January 30th. Congratulations to Valerie Landau for organizing it, and to The Tech's online curator, Dr. Rob Stephenson for The Tech's hosting the star-studded event. The event was supported by Engelbart's long-serving NextNow community, the Program for the Future organizers,

Social Networks and Maturity ? we have a ways to go IMHO....

2010-01-29T20:21:00.000-08:00

Well, this blogpost from my esteemed colleague Mike Boysen at Customer Think reminds me that social networks are just entering their adolescent years. Not sure what they are going to become, and still shaking off the idea that the world is the world where parents were always right. Paul Greenberg reminded me of this when he wrote FACEBOOK #FAIL about his experience in recovering after his FB

Can't we have a Nobel Prize Winner as the Chairman of the Federal Reserve

2010-01-23T10:23:00.000-08:00

Maybe this is not such a wild and crazy idea as it might seem. I'm for it -

"A higher purpose" CRM in 2010: The experts' predictions

2010-01-12T10:03:00.000-08:00

Follow on article by Neil Davey looking forward, quoting my "CRM at the Speed of Light" buddy I picked out the subtitle and highlighted it above - in the reaction to the financial catastrophe that has hit us, people are looking for higher purpose as a way to filter out actions taken out of pure self interest. I read in the NYTimes that the University of Toronto Business School has seriously

Seven CRM lessons to take from 2009

2010-01-12T09:56:00.000-08:00

Gary Lemke at CRM Advocate does his usual good job in highlighting the best - in this case: Neil Davey originally posted 11/27/09 in the UKSeven CRM lessons to take from 2009

Engelbart's Talk at San Jose State 2003 - Art and augmenting our intelligence

2010-01-07T22:52:00.000-08:00

Doug Engelbart gave a talk that was downloaded 50,000 times in a week after it was posted at Slashdot - follow the link above to see it.

Doug Engelbart's call for improving how we improve: Investing in a new future

2010-01-07T22:46:00.000-08:00

Since David Nordfors has brought Doug Engelbart back to view, here is a quote which may inspire you to look at Engelbart's 2002 speech in Singapore at the World Library Summit and a later version given at the IBM Co-Evolution Symposium in 2003 - click on the title above to get to the text of the speech - the eloquence of the call to action is enhanced by the assistance of Bill Zoellick who worked

Meanwhile in Mei Lin's kitchen - says David Nordfors in Huffington Post

2010-01-07T13:30:00.000-08:00

Well, I must say Thank You to David Nordfors for writing such a lovely article about my kitchen... Change will come about in the kitchens of the world!

信任与政府 Trust and Government - Chinese - first published by Greater China CEM

2010-01-07T13:24:00.000-08:00

信任与政府社交站点在Gov 2.0中扮演的角色 Mei Lin Fung 女士主席， www.isoe.com G-CEM全球顾问 www.isoe.com 本文特别为G-CEM所撰写。大约在2007年中国新年前后，我和我尊敬的CRM Guru同事Paul Greenberg(畅销书： CRM at the Speed of Light的作者)一起与所有机构和部门的eGov头头们在新加坡财政部大楼进行了一次交谈，该大楼是新加坡公民服务的中央枢纽。eGov——电子政府——是一项正在进行中的重大计划——旨在消除一些繁文缛节，加快服务交付时间，改善质量并削减成本。其间最令人印象深刻的莫过于对信任的作用的大讨论，一种将信任作为资产加以维护和发展的理念...这种对CRM的理解无论是在政府或其它我曾接触过的行业中都是最先进的。第一届Gov 2.0高峰会与展览会于

Trust and Government - article for Greater China Customer Experience Management

2010-01-07T13:20:00.000-08:00

Trust and Government The role of social networks in Gov 2.0 Ms. Mei Lin Fung Chairman, www.isoe.com G-CEM Global Adviosr www.isoe.com This article is exclusively written for G-CEM and reprinted by permission.. Around Chinese New Year 2007, my esteemed CRMGuru colleague, Paul Greenberg (best selling author of the textbook: CRM at the Speed of Light) and I were speaking with the heads of

Health 2.0 and Social Networks - in Chinese

2009-11-20T19:44:00.001-08:00

for those who read Chinese - here's the article in the earlier blog post now in Chinese.

Health 2.0 and Social Networks - what CRM can learn from Health 2.0

2009-11-19T21:13:00.000-08:00

Social Networks for Health CRM can learn from Health 2.0 Ms. Mei Lin Fung Chairman, www.isoe.com G-CEM Global Adviosr www.isoe.com This article is exclusively written for G-CEM and published in the Nov 09 newsletter. It can be viewed in full with graphics here Diabetes is an epidemic in India and China. In 2006 and 2007 I was in discussion with Johnson and Johnson's CRM strategists for

What would Peter Drucker do if he were laid off?

2009-11-10T09:17:00.000-08:00

I'm quoting from an interview by Meredith Levinson with Bruce Rosenstein the author of a new book on Peter Drucker as a life coach. It was published today (click on link above) at CIO Magazine. I really like the way he prefaces the comment because it rings very true from my own interactions with Doug Engelbart - you never knew what he was going to disagree with, he had such a unique way of seeing

Service by the people, for the people

2009-11-04T14:28:00.000-08:00

Yes, its true. I am a Lincoln-ista. And the service leaders of the 21st century can learn a lot from Abraham Lincoln, as I've noted in an earlier post.The Wikipedia entry for the Gettysburg address by Abraham Lincoln - and it says that the iconic last phrase: "government of the people, by the people, for the people" stemmed from a quote from a pastor, Theodore Parker'Democracy is direct

Customer Service : A Customer Speaks Out and a CSR responds

2009-10-15T10:00:00.000-07:00

Hank Green posted this yesterday. And today a CSR responded today. I'd like to be the first to break it on to the CRM Customer Service networksThe people who work in our industry, ME absolutely included are working to do something about this (Apprenticeships, see http://ccat.wik.is) , it will take all of us the industry pundits, the CSR's, Team Leads, VP Customer Service, CFOs and CEO's AND our

Wisdom of the Crowd | Library - Useful Resources - OneCoast

2009-10-03T09:23:00.000-07:00

Wisdom of the Crowd | Library - Useful Resources - OneCoast

Abraham Lincoln the ULTIMATE networked Leader?

2009-10-02T09:46:00.000-07:00

I have been developing with Carol Blanchar a curriculum for the "Networked Leader" and as we thought about how to convey the qualities and skills for networked leaders, we realized that Abraham Lincoln offers the clearest and most compelling example of what a networked leader is able to do.In 2009, the 200th anniversary of his birth, Lincoln's seemingly contradictory sides - the slow path wherein

Gov 2.0 Rocks

2009-09-22T00:53:00.000-07:00

I had the pleasure of visiting Washington DC earlier this month to attend the Gov 2.0 Summit - and saw the Expo Showcase co-chaired by Dr. Mark Drapeau, author of the article linked above.It was great to see so many of the government technology leaders, the FCC Chairman Julius Genachowski, the CTO and CIO at the White House, Defense, GSA, Homeland Security participating wholeheartedly.People are

Social CRM - turns CRM into Customer Managed Relationship

2009-09-15T06:53:00.001-07:00

I found this fascinating quote today: Social CRM [...] extends CRM from being something predominantly inside-out, to something that extends out into the conversations that customers are having between themselves. If we want to engage customers we need to really understand [...] the jobs customers are trying to do and the outcomes they are trying to achieve by doing them. This is best practice in

Innovation: A Three Phase Transformation Process

2009-08-31T23:16:00.005-07:00

Innovation: A Three Phase Transformation ProcessPosted using ShareThis

Satisfaction with contact centers drives loyalty. Well duh!

2009-07-15T18:22:00.000-07:00

Its like saying temperatures rise when its hot. Here's the logic:1. Contact Centers make the most contacts and conduct the vast majority of interactions with customers for businesses who have contact centers2. Contacts and human and internet interaction between a business and a customer drive customer loyalty3. Therefore Contact centers drive customer loyalty for their businessesMeanwhile,

Program for the Future at Open Source Conference 2009

2009-07-15T17:24:00.000-07:00

The Program for the Future Global Design Challenge run by The Tech Museum of Innovation will be there at OSCON and we will be hosting a special event at The Tech Museum of Innovation just around the corner from the San Jose Convention Center on the evening of July 22nd.Many of the concepts behind Service Enterprise Excellence and evidence-based Customer Experience Management (ebCEM) stem from my

Service Enterprise Excellence - the genesis

2009-06-02T10:40:00.000-07:00

Baumin Lee PhD is the 'godfather' of the China Call Center Industry. He went to China in 1998 at the invitation of the CPT - the China Post and Telecom State-owned enterprise and helped in the set up of the massive contact centers for China Telecom, China Netcom, Ping An Insurance and more. We met in 2005 in Beijing when I had the opportunity to speak at the Peoples Congress Hall. When I was

Service Recovery achieved - Hooray

2009-06-02T10:24:00.000-07:00

Back to my happy self again. Just received notification of cancelled credit card from Barclays. Time Magazine has stopped the automatic renewing of my subscription and will be refunding the charge to Barclays. I was particularly pleased to receive yesterday, Monday (1 business day later) the notice of confirmation of credit card cancellation from Barclays which noted that the $24.95 was still

Betrayed by Frontier Airlines - another loyal customer lost

2009-05-27T09:47:00.000-07:00

I'm upset because this came out of the blue, and Frontier has lost the trust of a loyal customer.I fly to Oklahoma City every week, and often, I'm on Frontier Airlines, connecting through Denver. The Frontier Airlines folks have UP TO TODAY earned and kept my business, I trust them to fly me there and back on time mostly and the flight crew are friendly.So, when I was approached by someone

Proven Principles of Social Networking - Lessons from the Kalahari Desert:

2009-05-26T08:29:00.001-07:00

"People who made exquisite gifts and told enthralling stories would have been more successful in maintaining relationships."Let's to go the anthropologists to understand social networks. Pauline Wiessner spoke in April 2009 at the Origins symposium in Arizona State University and is quoted in today's NY Times on how the !Kung of South Africa tend their social networks with loving care because

Innovation Journalism Conference May 18th

2009-05-16T15:00:00.000-07:00

Douglas Engelbart will be making an appearance at the Stanford university Innovation Journalism Conference on May 18th at 9 am. This is a super conference with an illustrious list of attendees ready to consider the future role of journalism in innovationAlso, International Museum Day is the same day and I will be appearing in Second Life in the Tech Virtual with Francesca LeBaron at The Tech

You are invited to the May 18-20 2009 Stanford University Innovation Journalism Conference -

2009-04-25T22:20:00.000-07:00

I am writing to invite you to the 6th Innovation Journalism Conference: Journalism succeeding with innovation. IJ-6 will explore how innovation can change the face of journalism at this critical time when business models for news are in flux, traditional newdpapers are exploring new media forms, and traditional newspapers are disappearing at a great rate. The conference is organized and run

I dreamed a dream by Susan Boyle

2009-04-18T14:50:00.000-07:00

Something in this video really really touched me....So often people are judged before they are given a chance...... Susan Boyle changes the world with her dreamAsked why she had not succeeded yet at age 47, she said"I haven't been given a chance till now." This video shows why its so important to give chances and encourage each person we encounter.26 million viewed this Youtube video"If you have

Lost tools of learning - Dorothy Sayers revisited

2009-03-08T10:59:00.000-07:00

Known best for the Lord Peter Whimsey detective fiction, Dorothy Sayers was the first woman graduate of Oxford and gave this commencement speech at Oxford.I do not agree with everything she is saying but it is worth thinking about -The draw down of our educational capital which she speaks about is something that needs to be discussed.Often I have reflected on why the human systems have not kept

Global Connections, Eclectic Selections

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http://cliffmass.blogspot.com/

Renaming this blog to Global Connections, Eclectic Selections

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Open call for Haikus for the 21st century soul-searcher

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Customer Experience in the Government sector: A Marathon not a Sprint

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Well Being Matters - Introducing the WB Meter

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Choosing An Ergonomic Keyboard And Mouse - Applelinks.com

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Asia Business Conf 2010: Lim Siong Guan, Govt Singapore Investment Corp ...

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When Mentoring Goes Bad - Executive Adviser an MIT SMR / Wall Street Journal Collaboration - MIT Sloan Management Review

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What is Twitter, a Social Network or a News Media?

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Measuring S

Measuring S

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5 exabytes created every 2 days. Up to 2003, that was the total information generated

quick 3 pager on Customer Intelligence by the Economist Intelligence Unit

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he changed our lives...85th Birthday of the Inventor of the Computer Mouse -

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Can't we have a Nobel Prize Winner as the Chairman of the Federal Reserve

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信任与政府 Trust and Government - Chinese - first published by Greater China CEM

At TedWomen, Leaders Tell Us How Women Can Run the World | Women's Voices For Change