Dear Vodafone :just gave up trying to get a post paid I phone connection from you because you have the worst helpline in India .Shameful!
— vir sanghvi (@virsanghvi) October 28, 2014
Yes Vodafone was kind enough to tweet and offer to help.This is my response . pic.twitter.com/6uCJf7iW4G
— vir sanghvi (@virsanghvi) October 28, 2014
I think at the end of the day, we all know that everyone has a bad day. Shit happens, as they say. Social media has just become an avenue for us to bitch about something or the other, and perhaps it is overrated in its power to alter businesses. The brands should focus on their products/services. The social media will take care of itself.
I recently became a little active on Quora. I came across a question there that caught my attention.
"As a decision-maker, when did you hire an introvert over an extrovert? Did you find them more productive or less?"
I think it depends on the role you are hiring for. I have seen that when hiring for an individual contributor role, I might be okay to select introverts. I might even consider introverts for roles like testing, editing, proof reading etc.
I am more likely to select an extrovert for leadership roles, sales roles and roles that require a huge amount of teamwork.
I have a small request - is there a way to get a ball-park figure to develop one hour of e-learning content in India using rapid development software such as Articulate Studio/Storyline?
We have been doing e-learning development in house and our new VP of HR wants to consider the possibility of outsourcing it. I am in the process of doing a cost-benefit analysis and so, need this information.
I did go through the Chapman Alliance presentation and Karl Kapp's articles - however, I felt that it is better to hear from a practitioner & expert from India.
I wish the decision of insource and outsource was as simple as cost comparison. First of all, it is really hard to get a ball-park figure to develop one hour or elearning. It really depends on many many things, including the partner you chose. The range of price for one hour of elearning in the market is very wide and could even vary 10 times. Cost could even be significantly more if you include video, game based learning and high end simulations. So you can imagine taking this decision itself will be hard.
While comparing cost of insource and outsource efforts is important, another big factor is that whether all the skills required to develop elearning content are available within the organization. How you are currently structured and what the current utilization of the L&D staff is within the organization will also play a big role in insource vs outsource decision. If the utilization is sporadic, it would make sense to outsource instead of carrying the cost of unutilized time.
You should also consider what you want to achieve in the long run. Are there tasks that are not being accomplished because the internal team is busy with content development? Are there key strategies that are being left unattended that might get the much needed attention if you outsource?
And finally, what’s the really the volume of development the organization wants to create in what timeframe will also play a role in determining insource or outsource decision. Is it a one-time initiative to develop a critical mass of content for the organization? Are there enough volumes to justify outsourcing content?
Hope the above provides you with some pointers to taking the decision.
- Write your goals and make them visible to you all the time (e.g. pin them on your soft board).
- Break down your goals into smaller goals with timelines.
- Celebrate small successes in your journey to reach your goals.
- Share your goals with someone you trust. Enroll them to work with you on your goals.
- Assign time in your daily routine to work on your goals.
- Keep some time aside to reflect on your journey to your goals. Evaluate your progress and plan as required.
Word Lens Translator app is a translation app that is really useful while traveling. You can just point to the words and viola, you get the translated version. Here's a sample of what I tried.
Augment is a little harder to master but once you do, it seems quite cool. You can select objects and place them on real time camera pictures to see how they might look at the place. Quite useful say when selecting some furniture or appliance and seeing how it will look at your home. How do you think this table lamp would look on my bedside table?
Layar is the third app I tried. Point the camera to a Layar-enabled magazine and it bring alive the magazine. You could potentially point to products in the magazine and buy them instantly online. I didn't find this very useful since I couldn't really find any Layar enabled magazine around me. The newspapers these days are beginning to come print QR Codes that you could point to and go directly to a website that might show you the video. Boring, in my view. If I wanted to watch a video, I wouldn't be reading the newspaper or the magazine. I think the really cool futuristic gadget would be the newspapers shown in Harry Potter movies, the ones where the video is viewed on the newspaper itself. Now that would be really cool gadget to have.
Watch the full video here:
In this video, Tony makes some very pertinent points. Knowledge today has become commodity, available on every Internet connected device. It is no longer a scarce commodity available only with teachers. Because it was a scarce commodity in the past, it was considered that the more knowledge one had, the more value one had in the market place. Today one doesn’t need a teacher to acquire knowledge. And so how can one add value to the market place?
- Critical Thinking and Problem Solving: Critical Thinking is all about knowing how to ask really good questions, how to ask the right questions, not necessarily get the right answers.
- Collaboration across Networks and Leading by Influence: Teams are no longer led by supervisors. They are led by peers through influence.
- Agility and Adaptability: Schools are in complete contrast with this requirement of the world today with their unchanging environment and syllabus.
- Initiative and Entrepreneurial-ship: Companies are not looking for employees who set 4-5 goals and meet all of them. They are looking at employees who set 10 stretch goals and succeeds 7-8 out of them.
- Effective Oral and Written Communication: The kids can’t write today because they don’t know how to think. They are also not writing with voice, which is putting their passion and perspective in the conversation to be more persuasive.
- Accessing and Analyzing Information: We need to teach the students to be able to search the Internet for information.
- Curiosity and Imagination
According to Mark, the 5 types of people you shouldn't negotiate with are:
1. The person who will take your offer to the decision maker.
2. The overly emotional person.
3. The committee.
4. The low-price champion.
5. The “we can’t give a decision as to when we will buy” person.
I have come across four of the five types of people listed above. I wasn't sure who an overly emotional person is. I haven't come across this type of person.
Read his full post here: 5 Types of People You Should NEVER Negotiate With
If you rely only on customer satisfaction survey scores, you might be missing out valuable feedback that customers never give you in the surveys. You get feedback at all times from customers, sometimes direct and sometimes indirect. How you react to it defines how customers perceive your service as. If you don't listen to your customers during regular interactions, they are less likely to give you any feedback in customer surveys. They are more likely to stop giving you feedback. Worst, they will tell others about the bad service instead of telling you about it.
I am sure we work very hard to exceed customer expectations. But let's face is, as service providers (internal or external), sometimes we do get irritated at customers. We believe so much in our own service levels that we forget to see if these are still relevant for the customers. How we react to the inputs when a customer does give us some feedback changes the way we will receive feedback in the future. Sometimes inadvertently while responding to a customer feedback, we may put them off by disbelieving their feedback by telling them the unlikeliness of a service failure because of robust processes and systems. Instead of lauding internal processes, all that is really needed is to acknowledge the experience customer might have had.
So when you receive any feedback from your customers, first respond with a simple acknowledgement and apology of the experience. This is usually enough to turn the customer around. Later when you review the situation and identify the cause of customer experience, you can get back the customer with more details. This could even include things where the customer may have been at fault and things that you want the customer to change.
He writes in his post:
Youth is a state of mind, not a counting of years. In my experience, the secret to eternal youth is lifelong learning...the constant expansion of one's resume of experiences and insights. Henry Ford once quipped, "Anyone who stops learning becomes old, whether at twenty or at eighty. Anyone that keeps learning stays young."
He goes on to say:
If you aren't expanding your resume every year, you are likely being getting lapped in the sport of business by those that do. You can improve a resume without changing jobs. You can add areas of expertise or new areas of project work. You can add volunteer work, hobbies or interests. You can add professional associations you've joined and contributed to. All of these additions give your career a sense of momentum, which gives you the confidence to embrace change.
Read his full post here: If You Don't Expand This Annually, You Are Getting Lapped
About Tim Sanders:
Tim Sanders is a rare hybrid of business expert and keynote speaker. Coupled with his passion, insight and research ability, Tim is able to move audiences to action when he speaks, give clients innovative solutions when he consults, and share knowledge when he writes. Through Tim's significant business expertise and people skills, his work is frequently featured in the media where he has earned the reputation as a people-centric business expert.
"How often do we have members of our team that we say “good job” too, even though we know they could be doing better? Did you know you could be doing more harm then good by not pointing out their shortcomings? Here are four tips to build up your team without giving them false positives."
Read the full post False Positives.
If you think success comes from not failing, you couldn't be more wrong. Success comes to those who fail. Success comes from trying out new things, venturing out doing things you are not comfortable with. So recognize the new opportunities that come your way in the form of new assignments, new projects, new tasks that seem challenging. Go ahead and grab these opportunities. Don't be afraid, don't be afraid of failure.
Social media is about being social. It is about connecting with your communities: customers, employees, partners, investors, service providers. It is about conversations and collaboration between these communities. You are not social if you are not having a dialog. Remember, monologues were never considered social.
Social media is also about using media to be social. In the very near past (and even today), conventional channels of media were more unidirectional and slow for two way communication. Communities are now conversing using the new media in form of various social network site. People are blogging and commenting everywhere. Use these multitude of media to connect with them and start a conversation.
Devices these days have made media ubiquitous and your communities are having conversations everywhere and at all times. You need to be available 24x7 to connect with the communities.