Archive for the ‘Falcon Blog Commentary’ Category
First of all, it’s not new. The first iteration of the Canadian Anti-Spam Legislation (CASL) received royal assent (became law in Canada) on December 15, 2010. There have since been 4 years of pandering around by the Government on how to enforce it and so we have arrived at July 1st. This is where organizations are freaking out and sending panic tinged emails citing the impending doom of the Canadian Anti-Spam Law!
What do I do!? CASL is Here!
Slowly remove your finger from the ‘send hysterical consent email’ button right now and take a deep breath. The best was to obliterate your email list is to send an email with this sentiment: Help! the CASL (pronounced Castle) is in effect on July 1st. I need your consent right now!
Before making any hasty decisions, it’s important to have a very clear understanding of what your responsibilities are and what the state of your current email list is.
How do I Know if CASL Affects Me?
Any ‘machine’ sending or receiving a Commercial Electronic Message (CEM) is subject to CASL. The legislation establishes a clear distinction between implied consent or express consent. In a nutshell CASL was introduced in 2010, the beginning of enforcement will start on July 1, 2014 and the ‘grace period’ for implied consent emails will end in 2017. These are primarily the 2 methods in which emails are added to a subscription list. CASL states that organizations have until 2017; yes, 3 years, to migrate any emails that they have acquired through implied consent, to express consent. Anyone collecting address not using implied or express consent are douche-bag spammers and will be seeing very large fines in the coming years. If convicted, spammers can face $1million dollar fines for sole proprietors and $10million for organizations.
What is Implied Consent?
Implied consent is a bit grey and is inferred based on a business relationship. There are a high number of scenarios where you can have implied consent such as on a website or club membership form, a business card, a donation on an NFP site, an eCommerce checkout form, a newsletter signup, a repair centre (car, computer, etc…) or anywhere that someone has voluntarily entered their email address. There is generally an air of ambiguity around what implied consent subscribers would expect to see in their inbox. Perhaps you added your email on a race entry form and found later that you were receiving emails promoting shoes and running gear from sponsors. This was fine before July 1, but it would likely fail the CASL ‘sniff test’ now.
What is Express Consent?
You achieve express consent by requesting direct permission to send emails to the subscriber. Transparency and clarity are the key considerations here. This is an entirely ‘opt-in’ mechanism where all subscription options are selected by the subscriber. Nothing is ‘pre-selected’ and you must also declare several pieces of info regarding the sending organization. Company name, email address, location, website and postal address should be present on the form. As well as a clear and defined subscription management process (update and unsubscribe). A small caveat to all that is that you can also be granted express consent orally although you will need to deliver the necessary clarity and subscription tools in all subsequent emails. Proving oral consent is done by record keeping (details of the conversation, date, time, etc…).
Here are a few important details to remember:
- All email addresses that are implied or unsure must be migrated to express consent within 3 years.
- Be a good ‘permission marketer’; audit your previous subscription policies and mechanisms. You may already have express consent subscribers; they remain valid forever!
- If you receive implied consent after July 1, you have 2 years to migrate.
- Clearly indicate that you are asking permission to send electronic messages and from what organization.
- Your forms must include mailing address or email as well as website address or phone number.
- Once you obtain express consent it is valid forever or until the user opts-out of the list.
- The organization sending the email is responsible for compliance, not a 3rd party marketing tool such as Constant Contact or Mailchimp.
Remember that you can’t bury consent disclaimers in the footer of your form page; this is pretty much illegal now. Disclosure must occur at or near the ‘submit’ button or email form field in clear and understandable language.
So it has become industry knowledge that implied consent marketing is no longer best practice. It is now illegal to send a CEM without at least implied consent. This works in everyone’s favour since obtaining permission establishes an immediate trust while ‘disruptive marketing’ erodes this trust.
What’s Your Story?
How are you handling the transition? Are you able to audit your existing list with some level of accuracy?
Have you received a particularly amusing ‘panic’ laced email recently? Go ahead an add it to the comments (scroll down a bit), we’d love to hear about it.
If this all seems a bit overwhelming and you’re experiencing a lot of anxiety from the new CASL legislation, please let us know. We would be happy to help you navigate through the compliance process.
Will Remote Teams and Ninja-ish Job Titles Replace the Multi-divisional Structure?
In the early 20’s, General Motor’s developed the multidivisional organizational structure that most companies still use today. This structure was considered highly effective and efficient and was quickly adopted as the norm in the business world. You have probably seen the standard organization chart in most large-scale organizations that divide people by functions. The theory was that by allowing all the engineers to be together in one department they became more efficient at their jobs.
If we look at some companies today – specifically startups and software development companies but not limited to them – we see a very different structure.
One of our favorite software tools here at Falcon-Software is Basecamp. The company develops software – wonderfully designed software that is easy to use and has become a Project Managers best friend. From early start-up days the owners decided that, in order to get the best and most qualified people working for them, they couldn’t limit hiring people in their immediate geographical location. In order words, they started hiring the right people who just happened to live in another country or even another continent. This worked so well for Basecamp that they now have a fully remote team and have written a best selling book about their experiences. One of the founders, Jason Fried, speaks highly of their decision to work with a remote team and attributes much of the company’s success to not having a traditional model:
Say you spend thirty minutes driving in rush hour every morning and another fifteen getting to your and into the office. That’s 1.5 hours a day, 7.5 hours per week, or somewhere between 300 and 400 hours per year, give or take holidays and vacation. Four hundred hours is exactly the amount of programmer time we spend building Basecamp, our most popular product. Imagine what you could do with 400 extra hours a year. Commuting isn’t just bad for you, your relationships and the environment – it’s bad for business. ~ Remote: Office Not Required
Some non-IT companies are using a new organizational model as their competitive edge. Method makes cleaning products. Not the sexiest industry. For a long time the cleaning product industry was highly commoditized with everyone offering basically the same thing with a few big players holding the market share. Cleaning was just boring.
Then Method was born and this small start-up took full take advantage of it’s size and adapted quickly to earn its place against the giants like Proctor and Gamble and Clorox. Today, Method is eating up more market share and retains a very grassroots structure with employees making-up ninja like job titles (Suds Slinger is their Sales Director) in a pretty flat organization where everyone does a little bit of everything. Even the VP gets in on the action and takes turns answering the front desk phone. The founders of the company support this culture and structure because they believe that this keeps them connected to their customers and evolving. The structure has differentiated them from their competitors.
With so many things in life being so unnecessarily complicated it’s refreshing to see a trend go to the other side of the spectrum and focus on the basics – like people (imagine that!).
When it comes to our industry or any technology industry for that matter, it should never be about fitting a square tool into the proverbial round organizational structural hole. It’s about understanding what makes your organization really tick, supporting that and getting the technology that enhances it.
So you have a great website with hundreds, maybe thousands of visitors. That’s great but each one has their own background, interests, motivations and goals but you are showing them all the same content. Not very clever.
The solution is Content Personalization, allowing you to deliver the right message to the right person.
Watch the video below for an extremely concise description of how you can deliver an automated and integrated personalized experience for your eCommerce visitors.
As is the nature of our business, we facilitate website moves for virtually every development project. In rare occasions we may implement a design facelift or feature upgrade while leaving the entire site architecture intact. However nine times out of ten we are redeveloping the whole website strategy with the client. This inevitably involves changes to the site architecture and URL nomenclature (& hierarchy). Detailed content audits and UX analysis also opens the door to major changes in linking and navigation layout which can have a trickle effect on naming.
The point here is that minute changes to a website’s URL structure or page naming will render them broken in the search engines. We have saved countless ‘Pie in the Face’ moments for our clients who did not have a website transition strategy in place.
Recently Google published some additional information designed to help guide site owners through a site move. If you are simply moving your website to a new host without changing the domain name or URL’s this isn’t for you. However any change to the domain or URL structure will lead to dramatic fallout and cardiac palpitations from your executive team without taking the proper steps.
A few years ago I wrote a similar article on How to Transition a New Website, where I detail the same steps outlined in Google’s updated help page.
If you’re getting a little anxious pending an imminent site move of your own, please give us a call and we’ll let you know exactly what you need to do next!
Preparing for your Website Transition
Step One: Prepare a URL Mapping
Step Two: Create a Mapping of Old to New URLs
Step Three: Update All URL Details
Prepare the 301 Redirects
Again I went over most of this in my earlier post: How to Redirect a Website with 301 Redirects.
The true merit of your plan will rest with your due diligence and how you built your A => B URL lists. Remember also that your Google rankings are directly related to your inbound links (among other things). Don’t ignore those relationships. Keep an eye on any broken links in Google Webmaster Tools and reach out to those partners to refresh the relationship.
I’ll post a tutorial on this in the coming weeks.
Questions? Leave them below and I’ll answer them promptly!
Do you do ‘Social’? Are you an every morning, network scanning, post scheduling marketer? Are you a ‘hash tagger’? The poor, much maligned hashtag (#). Personally, I use them fairly consistently, but only for Twitter and sometimes Google+. And I don’t obsess over them as I find that they suck up characters unnecessarily.
Getting to the alarmist title of the story, there were rumblings a little while ago (late March) about some comments made by Vivian Schiller, Twitters head of news. On the surface it was possibly a colossal case of ‘jumping to conclusions’ after several factions of the interwebs started calling the hashtag dead. During a speech at an event in Denver, she eluded to ‘hashtags and @replies’ as being arcane and that ‘they were working on moving the scaffolding of Twitter into the background’. Naturally this meant killing off the #’s and @’s right? I know, that’s a bit of a stretch.
The news originally broke via Buzzfeed honcho’s Charlie Warzel and Ben Smith.
— Ben Smith (@BuzzFeedBen) March 17, 2014
After a time of speculation and twitter tornadoes, Vivian responded with what seemed to be a confirmation of some level of reshaping at the network:
Perhaps this is a strategic play in which to slowly introduce the idea and/or to gauge the community reaction, which has for the most part been very much ‘Pro Hashtag’. Well I should also mention that the @ Reply feature is also tied up in this little controversy.
A nifty (still active) poll was testing the viewership and is most certainly one sided.
What do you think? Are you a Friend or Foe of the hashtag?
Do we appreciate the complexity of this classic skit from Jimmy Fallon and Justin Timberlake? Or that serene moment when the world reacted to #nowthatchersdead thinking that Cher had died.
Some people are in a frenzy over the hashtag #nowthatchersdead. It’s “Now Thatcher’s dead”. Not, “Now that Cher’s dead” JustSayin’
— Ricky Gervais (@rickygervais) April 8, 2013
Share your thoughts.
Take one of the industries leading enterprise engagement based content platforms, toss in a torture tested, cloud friendly database layer, connect it seamlessly to your entire visitor data source and you have the Sitecore Experience Database.
Succinct personalization is the golden chalice of marketing. It’s predictive, meaningful and speaks directly to the visitor – “How did you know I was looking for that?”. Well Sitecore has just taken a pretty big step in solidifying itself as the metre stick for personalizing content. But not just personalizing; collecting, sorting, organizing and deploying every meaningful piece of collected data based on a single visitor. That is sweet indeed.
On April 30, Sitecore announced that they had made a significant addition to their already robust Experience Management Platform. They were handing out early access to their new generation, CEP which included the Sitecore Experience Database.
Sitecore Experience Database Sneak Peak on CMS-Connected
Not a lot is known currently about the product and we have personally not had an opportunity to see a live deployment, however Sitecore Chief Strategy Officer, Darren Guarnaccia will be popping by CMS-Connected for a moment to introduce us all to the new platform.
CMS-Connected host Scott Liewehr was quoted in the official press release by stating:
“Marketers are severely limited by disconnected technology and fragments of customer knowledge,” said Scott Liewehr, president and principal analyst, Digital Clarity Group. “To win at customer experience, organizations fundamentally need to understand their customers better than anyone else, which means capturing everything they know about that customer and delivering relevant, highly-personal experiences in real-time.”
Tune into CMS-Connected to see and hear Chief Strategy Officer, Darren Guarnaccia preview the brand new Big Data crushing Experience Database from Sitecore.
Only 30% of companies have a single view of their customers across online and offline touchpoints.
- Sitecore Customer Experience Maturity Assessment 2013
You don’t have to make trade-offs as to what data you keep and what you ignore, based on arbitrary technical limitations. The Sitecore Experience Database scales to store it all. This “no-limits” approach means you are now unconstrained, and can segment, customize and deliver the most relevant digital conversations to your customers – drawing on all that data to make each customer experience unique – like the humans you’re talking to.
CMS platforms (CXM, CEM or whatever you personally like to call them) are stacking marketing functionality into virtually every aspect of their software development. They wouldn’t be devoting all these development cycles if not for the desire on the part of the customer, so clearly this is a good move. Still some work and some don’t. Some are intuitive and easy to work with while others are kludgy and require an hour of programming and development for simply breathing on the campaign page.
Regardless of how feature rich a particular module is, it all comes down to how well they can perform the most basic and required tasks in order to streamline the flow of information. So in the name of keeping things simple, below is a short and well written whitepaper listing off 10 must have’s for any marketing software who flaunts their mobile maturity.
We had the great pleasure of facilitating the collaboration of Sitefinity and Medical Teams International in 2013. We had been developing our partnership with Sitefinity and were looking for an opportunity to demonstrate our mad development skills on this platform.
In January 2014, after months of requirements development and implementation, Medical Teams International launched their website.
Building a Case Study
After letting the dust settle for a while, we approached Medical Teams for some feedback on the project. We were delighted with that they had to say about the development and the software itself. They are actively building content in their updated system and will be back to commence secondary phases of the project shortly.
Please see the full case study here: Sitefinity CMS Case Study – A Medical Teams International Deployment
Falcon-Software has recently completed it’s developer certification for e-Spirit CMS, an enterprise Content Management platformed based out of Germany. We go to great lengths in order to properly vet any new partnerships to ensure that their technology is a good fit for our development team and most importantly our clients.
Recently e-Spirit provided us with a whitepaper to help diversify our Whitepaper library. After reading through the document, I was clear that we had made an extremely positive decision when choosing to develop a partnership with this organization.
Completing the Global User Experience
The global user experience is defined as the culmination of experience by the entire CMS audience which includes the developer (DX), integrator (IX), content creator (CCX) and finally the customer (CX). Each of these specific user groups are assessed together to form the Global User Experience. Very smart; and when you take a moment to think about it; common sense.
In their analysis it is represented by this equation:
CX = CCX x DX x IX
In other words, the back end experiences define the quality of the customer experience—
if they are lacking, so too will the customer experience. Note the multiplier
effect of the collective experiences: more than just the sum of the parts, customer
experience improves exponentially with the interplay of the global experience
*quote from whitepaper
The authour of this paper does a fantastic job of retaining my attention. It’s far from dry or overly technical and is very much accessible to those who should be reading this. They have clearly developed this based on a very specific target audience which bodes well for how they approach the other client centric elements of their business.
They take time to intelligently discuss the nuances between 4 specific elements of a Global User Experience.
- Customer Experience
- Content Creator Exprience
- Developer Experience
- Integrator Experience
They also take time to reiterate the need for a close relationship between the CMS vendor and the integrator.
How Would You Rate Your Customer Experience?
If you said great, it’s likely that there is a 70% chance that you’re wrong. The whitepaper quotes a fantastic survey (Bain and Company), in which 80% of companies felt they provided ‘great’ customer experience, however a meager 8% of customers felt the same way. It’s embarrassing that in 2014, with all of the research out there, so many companies still feel they know what’s right for their customers without even a thought to actually take the time to ask them.
This is an extremely concise and readily consumable whitepaper. It most definitely provides heaps of valuable information in order to help the reader develop a clearer understanding of what tools they need in order to develop a Global User Experience and what questions to ask when sourcing a new CMS Vendor.
As a final word (and I hope they don’t mind) here is the TOC, where you can sense the writing style and general ‘easy going’ nature of the content while delivering definitive take-aways.
Table of Contents
- Defining the Global User Experience
- Where It All Begins: Customer Experience
- The Write Stuff: The Content Creator Experience
- Not Just for Coders: The Developer Experience
- No CMS is an Island: The Integrator Experience
- Vendors Matter: Why Even a Great Global User Experience Isn’t Enough
- All Together Now: Selecting the Right CMS
- Appendix: Case Studies
“All development has ended and all new features are done.”
Those are some very exciting words coming out of the Kentico camp. It seems that we’re only just putting away the documentation for V7 and now we have a nice new shiny version to dip our feet into. Launch of Kentico CMS Version 8 is slated for the end of March, 2014.
In the teaser video they drop a ton of great new features on us and we’re just waiting in the wings for our copy.
Some particularly spectacular spoilers include:
- No more CMSDESK or SiteManager! They have been assimilated together to form the central administrative interface.
- New administrative dashboard based on a Metro User Interface (tile based).
- Dashboard is personalized based on User Roles so only the most relevant applications are available which are determined by the Administrator.
- The ribbon based toolbar is gone and has been replaced by a left sidebar based accordion menu feature.
- Incredible new form builder application.
But don’t take our word for it, watch the video yourself.
Sign up for a demo on their page here: http://devnet.kentico.com/articles/final-preview-of-kentico-8