Monthly Archives: November 2009

The simplest ideas are the best

A big thank you to Iain Tait for bringing this genius but simple Facebook promotion to my attention.

So simple, so clever.  I am jealous.  That’s all I have to say.

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More about Twitter and customer service

An interesting post from RMM this week – they had a similar, but even better, experience to mine regarding making a complaint about a brand on Twitter…

They raise an interesting point though – if people think that they will get something for nothing if they complain publically on Twitter, then will people start making bogus complaints?  Will companies only do nice things for Tweeters with lots of followers?  How powerful is a complaint on Twitter?  Pretty powerful if you are Stephen Fry, but what about those with modest followings?

I don’t have the answers, but it will be something I’ll be keeping an eye on and perhaps arguing about in the pub.

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My favourite part of the planning process

Most planning projects are the same. You spend days, weeks, sometimes months, collecting information and insight, until your head is full of what you’re working on and your friends get bored with you talking about it all the time.

There is a blissful moment when everything seems perfectly clear. Then you spend a few days or weeks panicking about how big it all is, and how you will ever possibly make any sense of it.

Then you bite the bullet and remember that it was once pretty straightforward, and despite the fact that it’s very big, you know you can get it all down on paper.

The fun begins… Post-Its and slides covered in thoughts. Things to remember. A forget-it pile. Embryonic diagrams and models.  There’s still more research to do but you’re confident that you’re testing hypotheses rather than educated guesswork.

I reached this point today. I love my job.

The cat isn’t impressed.


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It’s been a while since I wrote – must do better!  I do have a good excuse though – I have been very busy working on a digital research project for Highlands and Islands Enterprise, which has taken me all over Scotland.  Last week I was even in Orkney for the first time – it’s somewhere I would definitely like to go back when it’s a bit warmer and lighter.

This is the largest audience scoping project I have ever worked on, and it’s a steep learning curve.  I’ve really enjoyed getting my head around what the organisation does and I’m really looking forward to working on developing a clear set of personas.

It’s also meant that I’ve seen a lot of beautiful countryside in autumn (Glencoe yesterday was gorgeous) and got to know Inverness pretty well too (if you need a B&B recommendation, I’m your girl.)

Here’s a picture of clouds I took on my phone on the way back from Thurso a couple of weeks ago.  The clouds were phenomenal.


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