{"rowid": 328, "title": "Swooshy Curly Quotes Without Images", "contents": "The problem\n\nTake a quote and render it within blockquote tags, applying big, funky and stylish curly quotes both at the beginning and the end without using any images \u2013 at all.\n\nThe traditional way\n\nFeint background images under the text, or an image in the markup housed in a little float. Often designers only use the opening curly quote as it\u2019s just too difficult to float a closing one.\n\nWhy is the traditional way bad?\n\nWell, for a start there are no actual curly quotes in the text (unless you\u2019re doing some nifty image replacement). Thus with CSS disabled you\u2019ll only have default blockquote styling to fall back on. Secondly, images don\u2019t resize, so scaling text will have no affect on your graphic curlies.\n\nThe solution\n\nUse really big text. Then it can be resized by the browser, resized using CSS, and even be restyled with a new font style if you fancy it. It\u2019ll also make sense when CSS is unavailable.\n\nThe problem\n\nCreating \u201cDrop Caps\u201d with CSS has been around for a while (Big Dan Cederholm discusses a neat solution in that first book of his), but drop caps are normal characters \u2013 the A to Z or 1 to 10 \u2013 and these can all be pulled into a set space and do not serve up a ton of whitespace, unlike punctuation characters.\n\nCurly quotes aren\u2019t like traditional characters. Like full stops, commas and hashes they float within the character space and leave lots of dead white space, making it bloody difficult to manipulate them with CSS. Styles generally fit around text, so cutting into that character is tricky indeed. Also, all that extra white space is going to push into the quote text and make it look pretty uneven. This grab highlights the actual character space:\n\n\n\nSee how this is emphasized when we add a normal alphabetical character within the span. This is what we\u2019re dealing with here:\n\n\n\nThen, there\u2019s size. Call in a curly quote at less than 300% font-size and it ain\u2019t gonna look very big. The white space it creates will be big enough, but the curlies will be way too small. We need more like 700% (as in this example) to make an impression, but that sure makes for a big character space.\n\nPrepare the curlies\n\nFirstly, remove the opening \u201c from the quote. Replace it with the opening curly quote character entity \u201c. Then replace the closing \u201c with the entity reference for that, which is \u201d. Now at least the curlies will look nice and swooshy.\n\nAdd the hooks\n\nTwo reasons why we aren\u2019t using :first-letter pseudo class to manipulate the curlies. Firstly, only CSS2-friendly browsers would get what we\u2019re doing, and secondly we need to affect the last \u201cletter\u201d of our text also \u2013 the closing curly quote.\n\nSo, add a span around the opening curly, and a second span around the closing curly, giving complete control of the characters:\n\n<blockquote><span class=\"bqstart\">\u201c</span>Speech marks. Curly quotes. That annoying thing cool people do with their fingers to emphasize a buzzword, shortly before you hit them.<span class=\"bqend\">\u201d</span></blockquote>\n\nSo far nothing will look any different, aside form the curlies looking a bit nicer. I know we\u2019ve just added extra markup, but the benefits as far as accessibility are concerned are good enough for me, and of course there are no images to download.\n\nThe CSS\n\nOK, easy stuff first. Our first rule .bqstart floats the span left, changes the color, and whacks the font-size up to an exuberant 700%. Our second rule .bqend does the same tricks aside from floating the curly to the right.\n\n.bqstart {\n     float: left;\n     font-size: 700%;\n     color: #FF0000;\n }\n\n .bqend {\n     float: right;\n     font-size: 700%;\n     color: #FF0000;\n }\n\nThat gives us this, which is rubbish. I\u2019ve highlighted the actual span area with outlines:\n\n\n\nNote that the curlies don\u2019t even fit inside the span! At this stage on IE 6 PC you won\u2019t even see the quotes, as it only places focus on what it thinks is in the div. Also, the quote text is getting all spangled.\n\nFiddle with margin and padding\n\nThink of that span outline box as a window, and that you need to position the curlies within that window in order to see them. By adding some small adjustments to the margin and padding it\u2019s possible to position the curlies exactly where you want them, and remove the excess white space by defining a height:\n\n.bqstart {\n     float: left;\n     height: 45px;\n     margin-top: -20px;\n     padding-top: 45px;\n     margin-bottom: -50px;\n     font-size: 700%;\n     color: #FF0000;\n }\n\n .bqend {\n     float: right;\n     height: 25px;\n     margin-top: 0px;\n     padding-top: 45px;\n     font-size: 700%;\n     color: #FF0000;\n }\n\nI wanted the blocks of my curlies to align with the quote text, whereas you may want them to dig in or stick out more. Be aware however that my positioning works for IE PC and Mac, Firefox and Safari. Too much tweaking seems to break the magic in various browsers at various times. Now things are fitting beautifully:\n\nI must admit that the heights, margins and spacing don\u2019t make a lot of sense if you analyze them. This was a real trial and error job. Get it working on Safari, and IE would fail. Sort IE, and Firefox would go weird.\n\nFinished\n\nThe final thing looks ace, can be resized, looks cool without styles, and can be edited with CSS at any time. Here\u2019s a real example (note that I\u2019m specifying Lucida Grande and then Verdana for my curlies):\n\n \u201cSpeech marks. Curly quotes. That annoying thing cool people do with their fingers to emphasize a buzzword, shortly before you hit them.\u201d\n\nBrowsers happy\n\nAs I said, too much tweaking of margins and padding can break the effect in some browsers. Even now, Firefox insists on dropping the closing curly by approximately 6 or 7 pixels, and if I adjust the padding for that, it\u2019ll crush it into the text on Safari or IE. Weird. Still, as I close now it seems solid through resizing tests on Safari, Firefox, Camino, Opera and IE PC and Mac. Lovely.\n\nIt\u2019s probably not perfect, but together we can beat the evil typographic limitations of the web and walk together towards a brighter, more aligned world. Merry Christmas.", "year": "2005", "author": "Simon Collison", "author_slug": "simoncollison", "published": "2005-12-21T00:00:00+00:00", "url": "https://24ways.org/2005/swooshy-curly-quotes-without-images/", "topic": "business"}
{"rowid": 158, "title": "10 Ways To Get Design Approval", "contents": "One of the most challenging parts of the web design process is getting design sign off. It can prove time consuming, demoralizing and if you are not careful can lead to a dissatisfied client. What is more you can end up with a design that you are ashamed to include in your portfolio.\n\nHow then can you ensure that the design you produce is the one that gets built? How can you get the client to sign off on your design? Below are 10 tips learnt from years of bitter experience.\n\n1. Define the role of the client and designer\n\nMany of the clients you work with will not have been involved in a web project before. Even if they have they may have worked in a very different way to what you would expect. Take the time at the beginning of the project to explain their role in the design of the site.\n\nThe best approach is to emphasis that their job is to focus on the needs of their users and business. They should concentrate on the broad issues, while you worry about the details of layout, typography and colour scheme.\n\nBy clarifying what you expect from the client, you help them to provide the right kind of input throughout the process.\n\n2. Understand the business\n\nBefore you open up Photoshop or put pen to paper, take the time to make sure you properly understand not only the brief but the organization behind the site. By understanding their business objectives, organizational structure and marketing strategy your design decisions will be better informed.\n\nYou cannot rely upon the brief to provide all of the information you need. It is important to dig deeper and get as good an understanding of their business as possible. This information will prove invaluable when justifying your design decisions.\n\n3. Understand the users\n\nWe all like to think of ourselves as user centric designers, but exactly how much effort do you put into knowing your users before beginning the design process?\n\nTake the time to really understand them the best you can. Try to meet with some real prospective users and get to know their needs. Failing that work with the client to produce user personas to help picture exactly what kind of people they are. \n\nUnderstanding your users not only improves the quality of your work, but also helps move the discussion away from the personal preferences of the client, to the people who\u2019s opinion really matters.\n\n4. Avoid multiple concepts\n\nMany clients like the idea of having the option to choose between multiple design concepts. However, although on the surface this might appear to be a good idea it can ultimately be counterproductive for design sign off.\n\nIn a world of limited budgets it is unwise to waste money on producing designs that are ultimately going to be thrown away. The resources would be better spent refining a single design through multiple iterations.\n\nWhat is more, multiple concepts often cause confusion rather than clarity. It is common for a client to request one element from one design and another from the second. As any designer knows this seldom works.\n\n5. Use mood boards\n\nClients are often better at expressing what they don\u2019t like than what they do. This is one of the reasons why they favour producing multiple design concepts. An alternative less costly approach is to create a series of mood boards. These boards contain a collection of colours, typography and imagery which represent different \u201cmoods\u201d or directions, which the design could take. \n\nMood boards are quick and easy to produce allowing you to try out various design approaches with the client without investing the time needed to produce complete design concepts. This means that by the time you develop a concept the client and designer have already established an understanding about the direction of the design.\n\n6. Say what you like\n\nIt is not uncommon for a client to ask for a design that looks similar to another site they like. The problem is that it can often be hard to establish exactly what it is about the site that attracts them. Also in many cases the sites they like are not something you are keen to emulate!\n\nA better approach that was suggested to me by Andy Budd is to show them sites that you think the design should emulate. Keep a collection of screen captures from well designed sites and pick out a few that are relevant to that particular client. Explain why you feel these designs might suit their project and ask for their feedback. If they don\u2019t like your choices then expose them to more of your collection and see what they pick out.\n\n7. Wireframe the homepage\n\nOften clients find it hard to distinguish between design and content and so sometimes reject a design on the basis that the content is not right. This is particularly true when signing off the homepage.\n\nYou may therefore find it useful to establish the homepage content before producing the design. That way once they see the design they will not be distracted by the content. One of the best ways to do this is by producing a basic wireframe consisting of a series of content boxes. Once this has been approved you will find the sign off of design much easier.\n\n8. Present your designs\n\nAlthough it is true that a good design should speak for itself it still needs presenting to the client. The client needs to understand why you have made the design decisions you have, otherwise they will judge the design purely on personal preference. \n\nTalk them through the design explaining how it meets the needs of their users and business objectives. Refer to the mood boards and preferred sites the client approved and explain how the design is a continuation of those. Never simply email the design through and hope the client interprets your work correctly!\n\n9. Provide written supporting material\n\nUnfortunately, no matter how well you justify the design to the client he is almost certain to want to show it to others. He may need his bosses approval or require internal buy in. At the very least he is going to want to get a second opinion from a friend or colleague.\n\nThe problem with this is that you are not going to be there to present to these people in the same way you did for the client. You cannot expect the client to present your ideas as well as you did. The reality is that you have lost control of how the design is perceived.\n\nOne way to minimize this problem is to provide written documentation supporting the design. This can be a summary of the presentation you gave to the client and allows him to distribute this along with the design. By putting a written explanation with the design you ensure that everybody who sees it gets the same message.\n\n10. Control the feedback\n\nMy final piece of advice for managing design sign off is to control the way you receive feedback. A clients natural inclination will be to give you his personal opinion on the design. This is reinforced because you ask them what they think of the design. Instead ask them what their users will think of the design. Encourage them to think from the users perspective.\n\nAlso encourage them to keep that overarching focus I talked about in my first tip. Their tendency will be to try to improve the design, however that should be your problem not theirs. The role of a client should be to defend the needs of their users and business not do the design. Encourage the client to make comments such as \u201cI am not sure that my female users will like the masculine colours\u201d rather than \u201ccan we make the whole design pink.\u201d It is down to them to identify the problems and for you as the designer to find the most appropriate solution.\n\nSo there you have it. My 10 tips to improve design sign off. Will this ensure design approval every time? Unfortunately not. However it should certainly help smooth the way.", "year": "2007", "author": "Paul Boag", "author_slug": "paulboag", "published": "2007-12-10T00:00:00+00:00", "url": "https://24ways.org/2007/10-ways-to-get-design-approval/", "topic": "business"}
{"rowid": 156, "title": "Mobile 2.0", "contents": "Thinking 2.0\n\nAs web geeks, we have a thick skin towards jargon. We all know that \u201cWeb 2.0\u201d has been done to death. At Blue Flavor we even have a jargon bucket to penalize those who utter such painfully overused jargon with a cash deposit. But Web 2.0 is a term that has lodged itself into the conscience of the masses. This is actually a good thing.\n\nThe 2.0 suffix was able to succinctly summarize all that was wrong with the Web during the dot-com era as well as the next evolution of an evolving media. While the core technologies actually stayed basically the same, the principles, concepts, interactions and contexts were radically different.\n\nWith that in mind, this Christmas I want to introduce to you the concept of Mobile 2.0. While not exactly a new concept in the mobile community, it is relatively unknown in the web community. And since the foundation of Mobile 2.0 is the web, I figured it was about time for you to get to know each other.\n\nIt\u2019s the Carriers\u2019 world. We just live in it.\n\nBefore getting into Mobile 2.0, I thought first I should introduce you to its older brother. You know the kind, the kid with emotional problems that likes to beat up on you and your friends for absolutely no reason. That is the mobile of today.\n\nThe mobile ecosystem is a very complicated space often and incorrectly compared to the Web. If the Web was a freewheeling hippie \u2014 believing in freedom of information and the unity of man through communities \u2014 then Mobile is the cutthroat capitalist \u2014 out to pillage and plunder for the sake of the almighty dollar. Where the Web is relatively easy to publish to and ultimately make a buck, Mobile is wrought with layers of complexity, politics and obstacles. \n\nI can think of no better way to summarize these challenges than the testimony of Jason Devitt to the United States Congress in what is now being referred to as the \u201ciPhone Hearing.\u201d Jason is the co-founder and CEO of SkyDeck a new wireless startup and former CEO of Vindigo an early pioneer in mobile content.\n\n\n\nAs Jason points out, the mobile ecosystem is a closed door environment controlled by the carriers, forcing the independent publisher to compete or succumb to the will of corporate behemoths.\n\nBut that is all about to change.\n\nIntroducing Mobile 2.0\n\nMobile 2.0 is term used by the mobile community to describe the current revolution happening in mobile. It describes the convergence of mobile and web services, adding portability, ubiquitous connectivity and location-aware services to add physical context to information found on the Web.\n\nIt\u2019s an important term that looks toward the future. Allowing us to imagine the possibilities that mobile technology has long promised but has yet to deliver. It imagines a world where developers can publish mobile content without the current constraints of the mobile ecosystem.\n\nLike the transition from Web 1.0 to 2.0, it signifies the shift away from corporate or brand-centered experiences to user-centered experiences. A focus on richer interactions, driven by user goals. Moving away from proprietary technologies to more open and standard ones, more akin to the Web. And most importantly (from our perspective as web geeks) a shift away from kludgy one-off mobile applications toward using the Web as a platform for content and services.\n\nThis means the world of the Web and the world of Mobile are coming together faster than you can say ARPU (Average Revenue Per User, a staple mobile term to you webbies). And this couldn\u2019t come at a better time. The importance of understanding and addressing user context is quickly becoming a crucial consideration to every interactive experience as the number of ways we access information on the Web increases.\n\nMobile enables the power of the Web, the collective information of millions of people, inherit payment channels and access to just about every other mass media to literally be overlaid on top of the physical world, in context to the person viewing it. \n\nAnyone who can\u2019t imagine how the influence of mobile technology can\u2019t transform how we perform even the simplest of daily tasks needs to get away from their desktop and see the new evolution of information.\n\nThe Instigators\n\nBut what will make Mobile 2.0 move from idillic concept to a hardened market reality in 2008 will be four key technologies. Its my guess that you know each them already.\n\n1. Opera\n\nOpera is like the little train that could. They have been a driving force on moving the Web as we know it on to mobile handsets. Opera technology has proven itself to be highly adaptable, finding itself preloaded on over 40 million handsets, available on televisions sets through Nintendo Wii or via the Nintendo DS.\n\n2. WebKit\n\nMany were surprised when Apple chose to use KHTML instead of Gecko (the guts of Firefox) to power their Safari rendering engine. But WebKit has quickly evolved to be a powerful and flexible browser in the mobile context. WebKit has been in Nokia smartphones for a few years now, is the technology behind Mobile Safari in the iPhone and the iPod Touch and is the default web technology in Google\u2019s open mobile platform effort, Android.\n\n3. The iPhone\n\nThe iPhone has finally brought the concepts and principles of Mobile 2.0 into the forefront of consumers minds and therefore developers\u2019 minds as well. Over 500 web applications have been written specifically for the iPhone since its launch. It\u2019s completely unheard of to see so many applications built for the mobile context in such a short period of time.\n\n4. CSS & Javascript\n\nWeb 2.0 could not exist without the rich interactions offered by CSS and Javascript, and Mobile 2.0 is no different. CSS and Javascript support across multiple phones historically has been, well\u2026 to put it positively\u2026 utter crap.\n\nJavascript finally allows developers to create interesting interactions that support user goals and the mobile context. Specially, AJAX allows us to finally shed the days of bloated Java applications and focus on portable and flexible web applications. While CSS \u2014 namely CSS3 \u2014 allows us to create designs that are as beautiful as they are economical with bandwidth and load times.\n\nWith Leaflets, a collection of iPhone optimized web apps we created, we heavily relied on CSS3 to cache and reuse design elements over and over, minimizing download times while providing an elegant and user-centered design.\n\n\n\nIn Conclusion\n\nIt is the combination of all these instigators that is significantly decreasing the bar to mobile publishing. The market as Jason Devitt describes it, will begin to fade into the background. And maybe the world of mobile will finally start looking more like the Web that we all know and love.\n\nSo after the merriment and celebration of the holiday is over and you look toward the new year to refresh and renew, I hope that you take a seriously consider the mobile medium. \n\nBy this time next year, it is predicted that one-third of humanity will be using mobile devices to access the Web.", "year": "2007", "author": "Brian Fling", "author_slug": "brianfling", "published": "2007-12-21T00:00:00+00:00", "url": "https://24ways.org/2007/mobile-2-0/", "topic": "business"}
{"rowid": 115, "title": "Charm Clients, Win Pitches", "contents": "Over the years I have picked up a number of sales techniques that have lead to us doing pretty well in the pitches we go for. Of course, up until now, these top secret practices have remained firmly locked in the company vault but now I am going to share them with you. They are cunningly hidden within the following paragraphs so I\u2019m afraid you\u2019re going to have to read the whole thing.\n\nOk, so where to start? I guess a good place would be getting invited to pitch for work in the first place.\n\nShameless self promotion\n\nWhat not to do\n\nYou\u2019re as keen as mustard to \u2018sell\u2019 what you do, but you have no idea as to the right approach. From personal experience (sometimes bitter!), the following methods are as useful as the proverbial chocolate teapot:\n\n\n\tCold calling\n\tAdvertising\n\tBidding websites\n\tSales people\n\tNetworking events\n\n\nOk, I\u2019m exaggerating; sometimes these things work. For example, cold calling can work if you have a story \u2013 a reason to call and introduce yourself other than \u201cwe do web design and you have a website\u201d. \u201cWe do web design and we\u2019ve just moved in next door to you\u201d would be fine. \n\nAdvertising can work if your offering is highly specialist. However, paying oodles of dollars a day to Google Ads to appear under the search term \u2018web design\u2019 is probably not the best use of your budget. \n\nSpecialising is, in fact, probably a good way to go. Though it can feel counter intuitive in that you are not spreading yourself as widely as you might, you will eventually become an expert and therefore gain a reputation in your field. Specialism doesn\u2019t necessarily have to be in a particular skillset or technology, it could just as easily be in a particular supply chain or across a market.\n\nTarget audience\n\n\u2018Who to target?\u2019 is the next question. If you\u2019re starting out then do tap-up your family and friends. Anything that comes your way from them will almost certainly come with a strong recommendation. Also, there\u2019s nothing wrong with calling clients you had dealings with in previous employment (though beware of any contractual terms that may prevent this). You are informing your previous clients that your situation has changed; leave it up to them to make any move towards working with you. After all, you\u2019re simply asking to be included on the list of agencies invited to tender for any new work.\n\nLook to target clients similar to those you have worked with previously. Again, you have a story \u2013 hopefully a good one!\n\nSo how do you reach these people?\n\n\n\tMailing lists\n\tForums\n\tWriting articles\n\tConferences / Meetups\n\tSpeaking opportunities\n\tSharing Expertise\n\n\nIn essence: blog, chat, talk, enthuse, show off (a little)\u2026 share.\n\nThere are many ways you can do this. There\u2019s the traditional portfolio, almost obligatory blog (regularly updated of course), podcast, \u2018giveaways\u2019 like Wordpress templates, CSS galleries and testimonials. Testimonials are your greatest friend. Always ask clients for quotes (write them and ask for their permission to use) and even better, film them talking about how great you are.\n\nFinally, social networking sites can offer a way to reach your target audiences. You do have to be careful here though. You are looking to build a reputation by contributing value. Do not self promote or spam!\n\nWriting proposals\n\nIs it worth it?\n\nOk, so you have been invited to respond to a tender or brief in the form of a proposal. Good proposals take time to put together so you need to be sure that you are not wasting your time. There are two fundamental questions that you need to ask prior to getting started on your proposal:\n\n\n\tCan I deliver within the client\u2019s timescales?\n\tDoes the client\u2019s budget match my price?\n\n\nThe timescales that clients set are often plucked from the air and a little explanation about how long projects usually take can be enough to change expectations with regard to delivery. However, if a deadline is set in stone ask yourself if you can realistically meet it. Agreeing to a deadline that you know you cannot meet just to win a project is a recipe for an unhappy client, no chance of repeat business and no chance of any recommendations to other potential clients.\n\nPrice is another thing altogether. So why do we need to know?\n\nThe first reason, and most honest reason, is that we don\u2019t want to do a lot of unpaid pitch work when there is no chance that our price will be accepted. Who would? But this goes both ways \u2013 the client\u2019s time is also being wasted. It may only be the time to read the proposal and reject it, but what if all the bids are too expensive? Then the client needs to go through the whole process again.\n\nThe second reason why we need to know budgets relates to what we would like to include in a proposal over what we need to include. For example, take usability testing. We always highly recommend that a client pays for at least one round of usability testing because it will definitely improve their new site \u2013 no question. But, not doing it doesn\u2019t mean they\u2019ll end up with an unusable turkey. It\u2019s just more likely that any usability issues will crop up after launch.\n\nI have found that the best way to discover a budget is to simply provide a ballpark total, usually accompanied by a list of \u2018likely tasks for this type of project\u2019, in an initial email or telephone response. Expect a lot of people to dismiss you out of hand. This is good. Don\u2019t be tempted to \u2018just go for it\u2019 anyway because you like the client or work is short \u2013 you will regret it.\n\nOthers will say that the ballpark is ok. This is not as good as getting into a proper discussion about what priorities they might have but it does mean that you are not wasting your time and you do have a chance of winning the work. The only real risk with this approach is that you misinterpret the requirements and produce an inaccurate ballpark.\n\nFinally, there is a less confrontational approach that I sometimes use that involves modular pricing. We break down our pricing into quite detailed tasks for all proposals but when I really do not have a clue about a client\u2019s budget, I will often separate pricing into \u2018core\u2019 items and \u2018optional\u2019 items. This has proved to be a very effective method of presenting price.\n\nWhat to include\n\nSo, what should go into a proposal? It does depend on the size of the piece of work. If it\u2019s a quick update for an existing client then they don\u2019t want to read through all your blurb about why they should choose to work with you \u2013 a simple email will suffice.\n\nBut, for a potential new client I would look to include the following:\n\n\n\tYour suitability\n\tSummary of tasks\n\tTimescales\n\tProject management methodology\n\tPricing\n\tTesting methodology\n\tHosting options\n\tTechnologies\n\tImagery\n\tReferences\n\tFinancial information\n\tBiographies\n\n\nHowever, probably the most important aspect of any proposal is that you respond fully to the brief. In other words, don\u2019t ignore the bits that either don\u2019t make sense to you or you think irrelevant. If something is questionable, cover it and explain why you don\u2019t think it is something that warrants inclusion in the project.\n\nShould you provide speculative designs? If the brief doesn\u2019t ask for any, then certainly not. If it does, then speak to the client about why you don\u2019t like to do speculative designs. Explain that any designs included as part of a proposal are created to impress the client and not the website\u2019s target audience. Producing good web design is a partnership between client and agency. This can often impress and promote you as a professional. However, if they insist then you need to make a decision because not delivering any mock-ups will mean that all your other work will be a waste of time.\n\nWalking away\n\nAs I have already mentioned, all of this takes a lot of work. So, when should you be prepared to walk away from a potential job? I have already covered unrealistic deadlines and insufficient budget but there are a couple of other reasons. Firstly, would this new client damage your reputation, particularly within current sectors you are working in? Secondly, can you work with this client? A difficult client will almost certainly lead to a loss-making project.\n\nPerfect pitch\n\nRequirements\n\nIf the original brief didn\u2019t spell out what is expected of you at a presentation then make sure you ask beforehand. The critical element is how much time you have. It seems that panels are providing less and less time these days.\n\nThe usual formula is that you get an hour; half of which should be a presentation of your ideas followed by 30 minutes of questions. This isn\u2019t that much time, particularly for a big project that covers all aspect of web design and production. Don\u2019t be afraid to ask for more time, though it is very rare that you will be granted any.\n\nAsk if there any areas that a) they particularly want you to cover and b) if there are any areas of your proposal that were weak.\n\nAsk who will be attending. The main reason for this is to see if the decision maker(s) will be present but it\u2019s also good to know if you\u2019re presenting to 3 or 30 people.\n\nWho should be there\n\nGenerally speaking, I think two is the ideal number. Though I have done many presentations on my own, I always feel having two people to bounce ideas around with and have a bit of banter with, works well. You are not only trying to sell your ideas and expertise but also yourselves. One of the main things in the panels minds will be \u2013 \u201ccan I work with these people?\u201d\n\nHaving more than two people at a presentation often looks like you\u2019re wheeling people out just to demonstrate that they exist.\n\nWhat makes a client want to hire you?\n\nIn a nutshell: Confidence, Personality, Enthusiasm.\n\nYou can impart confidence by being well prepared and professional, providing examples and demonstrations and talking about your processes. You may find project management boring but pretty much every potential client will want to feel reassured that you manage your projects effectively.\n\nAs well as demonstrating that you know what you\u2019re talking about, it is important to encourage, and be part of, discussion about the project. Be prepared to suggest and challenge and be willing to say \u201cI don\u2019t know\u201d.\n\nAlso, no-one likes a show-off so don\u2019t over promote yourself; encourage them to contact your existing clients.\n\nWhat makes a client like you?\n\nEngaging with a potential client is tricky and it\u2019s probably the area where you need to be most on your toes and try to gauge the reaction of the client. We recommend the following:\n\n\n\tEncourage questions throughout\n\tAsk if you make sense \u2013 which encourages questions if you\u2019re not getting any\n\tHumour \u2013 though don\u2019t keep trying to be funny if you\u2019re not getting any laughs!\n\tBe willing to go off track\n\tRead your audience\n\tEmpathise with the process \u2013 chances are, most of the people in front of you would rather be doing something else\n\tThink about what you wear \u2013 this sounds daft but do you want to be seen as either the \u2018stiff in the suit\u2019 or the \u2018scruffy art student\u2019? Chances are neither character would get hired.\n\n\nDifferentiation\n\nSometimes, especially if you think you are an outsider, it\u2019s worth taking a few risks. I remember my colleague Paul starting off a presentation once with the line (backed up on screen) \u2013 \u201cHeadscape is not a usability consultancy\u201d. This was in response to the clients request to engage a usability consultancy. The thrust of Paul\u2019s argument was that we are a lot more than that.\n\nThis really worked. We were the outside choice but they ended up hiring us. Basically, this differentiated us from the crowd. It showed that we are prepared to take risks and think, dare I say it, outside of the box.\n\nDealing with difficult characters \n\nHow you react to tricky questioning is likely to be what determines whether you have a good or bad presentation. Here are a few of those characters that so often turn up in panels:\n\nThe techie \u2013 this is likely to be the situation where you need to say \u201cI don\u2019t know\u201d. Don\u2019t bluff as you are likely to dig yourself a great big embarrassment-filled hole. Promise to follow up with more information and make sure that you do so as quickly as possible after the pitch. \n\nThe \u2018hard man\u2019 MD \u2013 this the guy who thinks it is his duty to throw \u2018curve ball\u2019 questions to see how you react. Focus on your track record (big name clients will impress this guy) and emphasise your processes.\n\nThe \u2018no clue\u2019 client \u2013 you need to take control and be the expert though you do need to explain the reasoning behind any suggestions you make. This person will be judging you on how much you are prepared to help them deliver the project.\n\nThe price negotiator \u2013 be prepared to discuss price but do not reduce your rate or the effort associated with your proposal. Fall back on modular pricing and try to reduce scope to come within budget. You may wish to offer a one-off discount to win a new piece of work but don\u2019t get into detail at the pitch.\n\nDon\u2019t panic\u2026\n\nIf you go into a presentation thinking \u2018we must win this\u2019 then, chances are, you won\u2019t. Relax and be yourself. If you\u2019re not hitting it off with the panel then so be it. You have to remember that quite often you will be making up the numbers in a tendering process. This is massively frustrating but, unfortunately, part of it. If it\u2019s not going well, concentrate on what you are offering and try to demonstrate your professionalism rather than your personality. Finally, be on your toes, watch people\u2019s reactions and pay attention to what they say and try to react accordingly.\n\nSo where are the secret techniques I hear you ask? Well, using the words \u2018secret\u2019 and \u2018technique\u2019 was probably a bit naughty. Most of this stuff is about being keen, using your brain and believing in yourself and what you are selling rather than following a strict set of rules.", "year": "2008", "author": "Marcus Lillington", "author_slug": "marcuslillington", "published": "2008-12-09T00:00:00+00:00", "url": "https://24ways.org/2008/charm-clients-win-pitches/", "topic": "business"}
{"rowid": 105, "title": "Contract Killer", "contents": "When times get tough, it can often feel like there are no good people left in the world, only people who haven\u2019t yet turned bad. These bad people will go back on their word, welch on a deal, put themselves first. You owe it to yourself to stay on top. You owe it to yourself to ensure that no matter how bad things get, you\u2019ll come away clean. You owe it yourself and your business not to be the guy lying bleeding in an alley with a slug in your gut.\n\nBut you\u2019re a professional, right? Nothing bad is going to happen to you.\n\nYou\u2019re a good guy. You do good work for good people.\n\nThink again chump.\n\nMaybe you\u2019re a gun for hire, a one man army with your back to the wall and nothing standing between you and the line at a soup kitchen but your wits. Maybe you work for the agency, or like me you run one of your own. Either way, when times get tough and people get nasty, you\u2019ll need more than a killer smile to save you. You\u2019ll need a killer contract too.\n\nIt was exactly ten years ago today that I first opened my doors for business. In that time I\u2019ve thumbed through enough contracts to fill a filing cabinet. I\u2019ve signed more contracts than I can remember, many so complicated that I should have hired a lawyer (or detective) to make sense of their complicated jargon and solve their cross-reference puzzles. These documents had not been written to be understood on first reading but to spin me around enough times so as to give the other player the upper-hand.\n\n\nIf signing a contract I didn\u2019t fully understand made me a stupid son-of-a-bitch, not asking my customers to sign one just makes me plain dumb. I\u2019ve not always been so careful about asking my customers to sign contracts with me as I am now. Somehow in the past I felt that insisting on a contract went against the friendly, trusting relationship that I like to build with my customers. Most of the time the game went my way. On rare the occasions when a fight broke out, I ended up bruised and bloodied. I learned that asking my customers to sign a contract matters to both sides, but what also matters to me is that these contracts should be more meaningful, understandable and less complicated than any of those that I have ever autographed.\n\n\nWriting a killer contract\n\nIf you are writing a contract between you and your customers it doesn\u2019t have to conform to the seemingly standard format of jargon and complicated legalese. You can be creative. A killer contract will clarify what is expected of both sides and it can also help you to communicate your approach to doing business. It will back-up your brand values and help you to build a great relationship between you and your customers. In other words, a creative contract can be a killer contract.\n\n\nYour killer contract should cover:\n\n\n\tA simple overview of who is hiring who, what they are being hired to do, when and for how much\n\tWhat both parties agree to do and what their respective responsibilities are\n\tThe specifics of the deal and what is or isn\u2019t included in the scope\n\tWhat happens when people change their minds (as they almost always do)\n\tA simple overview of liabilities and other legal matters\n\tYou might even include a few jokes\n\n\nTo help you along, I will illustrate those bullet points by pointing both barrels at the contract that I wrote and have been using at Stiffs & Nonsense for the past year. My contract has been worth its weight in lead and you are welcome to take all or any part of it to use for yourself. It\u2019s packing a creative-commons attribution share-a-like license. That means you are free to re-distribute it, translate it and otherwise re-use it in ways I never considered. In return I only ask you mention my name and link back to this article. As I am only an amateur detective, you should have it examined thoroughly by your own, trusted legal people if you use it.\n\nNB: The specific details of this killer contract work for me and my customers. That doesn\u2019t mean that they will work for you and yours. The ways that I handle design revisions, testing, copyright ownership and other specifics are not the main focus of this article. That you handle each of them carefully when you write your own killer contract is.\n\nKiss Me, Deadly\n\nSetting a tone and laying foundations for agreement\n\nThe first few paragraphs of a killer contract are the most important. Just like a well thought-out web page, these first few words should be simple, concise and include the key points in your contract. As this is the part of the contract that people absorb most easily, it is important that you make it count. Start by setting the overall tone and explaining how your killer contract is structured and why it is different.\n\n\n\n\tWe will always do our best to fulfill your needs and meet your goals, but sometimes it is best to have a few simple things written down so that we both know what is what, who should do what and what happens if stuff goes wrong. In this contract you won\u2019t find complicated legal terms or large passages of unreadable text. We have no desire to trick you into signing something that you might later regret. We do want what\u2019s best for the safety of both parties, now and in the future.\n\n\tIn short\n\n\tYou ([customer name]) are hiring us ([company name]) located at [address] to [design and develop a web site] for the estimated total price of [total] as outlined in our previous correspondence. Of course it\u2019s a little more complicated, but we\u2019ll get to that.\n\n\nThe Big Kill\n\nWhat both parties agree to do\n\nHave you ever done work on a project in good faith for a junior member of a customer\u2019s team, only to find out later that their spending hadn\u2019t been authorized? To make damn sure that does not happen to you,  you should ask your customer to confirm that not only are they authorized to enter into your contract but that they will fulfill all of their obligations to help you meet yours. This will help you to avoid any gunfire if, as deadline day approaches, you have fulfilled your side of the bargain but your customer has not come up with the goods.\n\n\n\n\tAs our customer, you have the power and ability to enter into this contract on behalf of your company or organization. You agree to provide us with everything that we need to complete the project including text, images and other information as and when we need it, and in the format that we ask for. You agree to review our work, provide feedback and sign-off approval in a timely manner too. Deadlines work two ways and you will also be bound by any dates that we set together. You also agree to stick to the payment schedule set out at the end of this contract.\n\n\tWe have the experience and ability to perform the services you need from us and we will carry them out in a professional and timely manner. Along the way we will endeavor to meet all the deadlines set but we can\u2019t be responsible for a missed launch date or a deadline if you have been late in supplying materials or have not approved or signed off our work on-time at any stage. On top of this we will also maintain the confidentiality of any information that you give us.\n\n\nMy Gun Is Quick\n\nGetting down to the nitty gritty\n\nWhat appear at first to be a straight-forward projects can sometimes turn long and complicated and unless you play it straight from the beginning your relationship with your customer can suffer under the strain. Customers do, and should have the opportunity to, change their minds and give you new assignments. After-all, projects should be flexible and few customers know from the get-go exactly what they want to see. If you handle this well from the beginning you will help to keep yourself and your customers from becoming frustrated. You will also help yourself to dodge bullets in the event of a fire-fight.\n\n\n\n\tWe will create designs for the look-and-feel, layout and functionality of your web site. This contract includes one main design plus the opportunity for you to make up to two rounds of revisions. If you\u2019re not happy with the designs at this stage, you will pay us in full for all of the work that we have produced until that point and you may either cancel this contract or continue to commission us to make further design revisions at the daily rate set out in our original estimate.\n\n\tWe know from plenty of experience that fixed-price contracts are rarely beneficial to you, as they often limit you to your first idea about how something should look, or how it might work. We don\u2019t want to limit  either your options or your opportunities to change your mind.\n\n\tThe estimate/quotation prices at the beginning of this document are based on the number of days that we estimate we\u2019ll need to accomplish everything that you have told us you want to achieve. If you do want to change your mind, add extra pages or templates or even add new functionality, that won\u2019t be a problem. You will be charged the daily rate set out in the estimate we gave you. Along the way we might ask you to put requests in writing so we can keep track of changes.\n\n\nAs I like to push my luck when it comes to CSS, it never hurts to head off the potential issue of progressive enrichment right from the start. You should do this too. But don\u2019t forget that when it comes to technical matters your customers may have different expectations or understanding, so be clear about what you will and won\u2019t do.\n\n\n\n\tIf the project includes XHTML or HTML markup and CSS templates, we will develop these using valid XHTML 1.0 Strict markup and CSS2.1 + 3 for styling. We will test all our markup and CSS in current versions of all major browsers including those made by Apple, Microsoft, Mozilla and Opera. We will also test to ensure that pages will display visually in a \u2018similar\u2019, albeit not necessarily an identical way, in Microsoft Internet Explorer 6 for Windows as this browser is now past it\u2019s sell-by date.\n\n\tWe will not test these templates in old or abandoned browsers, for example Microsoft Internet Explorer 5 or 5.5 for Windows or Mac, previous versions of Apple\u2019s Safari, Mozilla Firefox or Opera unless otherwise specified. If you need to show the same or similar visual design to visitors using these older browsers, we will charge you at the daily rate set out in our original estimate for any necessary additional code and its testing.\n\n\nThe Twisted Thing\n\nIt is not unheard of for customers to pass off stolen goods as their own. If this happens, make sure that you are not the one left holding the baby. You should also make it clear who owns the work that you make as customers often believe that because they pay for your time, that they own everything that you produce.\n\n\nCopyrights\n\n\n\tYou guarantee to us that any elements of text, graphics, photos, designs, trademarks, or other artwork that you provide us for inclusion in the web site are either owned by your good selfs, or that you have permission to use them. When we receive your final payment, copyright is automatically assigned as follows:\n\n\tYou own the graphics and other visual elements that we create for you for this project. We will give you a copy of all files and you should store them really safely as we are not required to keep them or provide any native source files that we used in making them.\n\n\tYou also own text content, photographs and other data you provided, unless someone else owns them. We own the XHTML markup, CSS and other code and we license it to you for use on only this project.\n\n\nVengeance Is Mine!\n\nThe fine print\n\nUnless your work is pro-bono, you should make sure that your customers keep you in shoe leather. It is important that your customers know from the outset that they must pay you on time if they want to stay on good terms.\n\n\n\tWe are sure you understand how important it is as a small business that you pay the invoices that we send you promptly.  As we\u2019re also sure you\u2019ll want to stay friends, you agree to stick tight to the following payment schedule.\n\n\t[Payment schedule]\n\n\nNo killer contract would be complete without you making sure that you are watching your own back. Before you ask your customers to sign, make it clear-cut what your obligations are and what will happen if any part of your killer contract finds itself laying face down in the dirt.\n\n\n\n\tWe can\u2019t guarantee that the functions contained in any web page templates or in a completed web site will always be error-free and so we can\u2019t be liable to you or any third party for damages, including lost profits, lost savings or other incidental, consequential or special damages arising out of the operation of or inability to operate this web site and any other web pages, even if you have advised us of the possibilities of such damages.\n\n\tJust like a parking ticket, you cannot transfer this contract to anyone else without our permission. This contract stays in place and need not be renewed.  If any provision of this agreement shall be unlawful, void, or for any reason unenforceable, then that provision shall be deemed severable from this agreement and shall not affect the validity and enforceability of any remaining provisions.\n\n\tPhew.\n\n\tAlthough the language is simple, the intentions are serious and this contract is a legal document under exclusive jurisdiction of [English] courts. Oh and don\u2019t forget those men with big dogs.\n\n\nSurvival\u2026 Zero!\n\nTake it from me, packing a killer contract will help to keep you safe when times get tough, but you must still keep your wits about you and stay on the right side of the law.\n\nDon\u2019t be a turkey this Christmas.\n\nBe a contract killer.\n\nUpdate, May 2010: For a follow-on to this article see Contract Killer: The Next Hit", "year": "2008", "author": "Andy Clarke", "author_slug": "andyclarke", "published": "2008-12-23T00:00:00+00:00", "url": "https://24ways.org/2008/contract-killer/", "topic": "business"}
{"rowid": 114, "title": "How To Create Rockband'ism", "contents": "There are mysteries happening in the world of business these days. We want something else by now. The business of business has to become more than business. We want to be able to identify ourselves with the brands we purchase and we want them to do good things. We want to feel cool because we buy stuff, and we don\u2019t just want a shopping experience \u2013 we want an engagement with a company we can relate to.\n\nLet me get back to \u201cfeeling cool\u201d \u2013 if we want to feel cool, we might get the companies we buy from to support that. That\u2019s why I am on a mission to make companies into rockbands.\n\nNow when I say rockbands \u2013 I don\u2019t mean the puke-y, drunky, nasty stuff that some people would highlight is also a part of rockbands. Therefore I have created my own word \u201crockband\u2019ism\u201d. This word is the definition of a childhood dream version of being in a rockband \u2013 the feeling of being more respected and loved and cool, than a cockroach or a suit on the floor of a company.\n\nRockband\u2019ism\n\nRockband\u2019ism is what we aspire to, to feel cool and happy.\n\nSo basically what I am arguing is that companies should look upon themselves as rockbands. Because the world has changed, so business needs to change as well.\n\nI have listed a couple of things you could do today to become a rockband, as a person or as a company.\n\n1 \u2013 Give your support to companies that make a difference to their surroundings \u2013 if you are buying electronics look up what the electronic producers are doing of good in the world (check out the Greenpeace Guide to Greener Electronics).\n\n2 \u2013 Implement good karma in your everyday life (and do well by doing good). What you give out you get back at some point in some shape \u2013 this can also be implemented for business.\n\n3 \u2013 WWRD? \u2013 \u201cwhat would a rockband do\u201d? or if you are into Kenny Rogers \u2013 what would he do in any given situation? This will also show yourself where your business or personal integrity lies because you actually act as a person or a rockband you admire.\n\n4 \u2013 Start leading instead of managing \u2013 If we can measure stuff why should we manage it? Leadership is key here instead of management. When you lead you tell people how to reach the stars, when you manage you keep them on the ground.\n\n5 \u2013 Respect and confide in, that people are the best at what they do. If they aren\u2019t, they won\u2019t be around for long. If they are and you keep on buggin\u2019 them, they won\u2019t be around for long either.\n\n6 \u2013 Don\u2019t be arrogant \u2013 Because audiences can\u2019t stand it \u2013 talk to people as a person not as a company.\n\n7 \u2013 Focus on your return on involvement \u2013 know that you get a return on, what you involve yourself in. No matter if it\u2019s bingo, communities, talks, ornithology or un-conferences.\n\n8 \u2013 Find out where you can make a difference and do it. Don\u2019t leave it up to everybody else to save the world.\n\n9 \u2013 Find out what you can do to become an authentic, trustworthy and remarkable company. Maybe you could even think about this a lot and make these thoughts into an actionplan.\n\n10 \u2013 Last but not least \u2013 if you\u2019re not happy \u2013 do something else, become another type of rockband, maybe a soloist of a sort, or an orchestra.\n\nNo more business as usual\n\nThis really isn\u2019t time for more business as usual, our environment (digital, natural, work or any other kind of environment) is changing. You are going to have to change too.\n\nThis article actually sprang from a talk I did at the Shift08 conference in Lisbon in October. In addition to this article for 24 ways I have turned the talk into an eBook that you can get on Toothless Tiger Press for free.\n\nMay you all have a sustainable and great Christmas full of great moments with your loved ones. December is a month for gratitude, enjoyment and love.", "year": "2008", "author": "Henriette Weber", "author_slug": "henrietteweber", "published": "2008-12-07T00:00:00+00:00", "url": "https://24ways.org/2008/how-to-create-rockbandism/", "topic": "business"}
{"rowid": 103, "title": "Recession Tips For Web Designers", "contents": "For web designers, there are four keys to surviving bad economic times: do good work, charge a fair price, lower your overhead, and be sure you are communicating with your client. As a reader of 24 ways, you already do good work, so let\u2019s focus on the rest.\n\nI know something about surviving bad times, having started my agency, Happy Cog, at the dawn of the dot-com bust. Of course, the recession we\u2019re in now may end up making the dot-com bust look like the years of bling and gravy. But the bust was rough enough at the time. \n\nBad times are hard on overweight companies and over-leveraged start-ups, but can be kind to freelancers and small agencies. Clients who once had money to burn and big agencies to help them burn it suddenly consider the quality of work more important than the marquee value of the business card. Fancy offices and ten people at every meeting are out. A close relationship with an individual or small team that listens is in.\n\nThin is in\n\nIf you were good in client meetings when you were an employee, print business cards and pick a name for your new agency. Once some cash rolls in, see an accountant. \n\nIf the one-person entrepreneur model isn\u2019t you, it\u2019s no problem. Form a virtual agency with colleagues who complement your creative, technical, and business skills. Athletics is a Brooklyn-based multi-disciplinary \u201cart and design collective.\u201d Talk about low overhead: they don\u2019t have a president, a payroll, or a pension plan. But that hasn\u2019t stopped clients like adidas, Nike, MTV, HBO, Disney, DKNY, and Sundance Channel from knocking on their (virtual) doors.\n\nRunning a traditional business is like securing a political position in Chicago: it costs a fortune. That\u2019s why bad times crush so many companies. But you are a creature of the internets. You don\u2019t need an office to do great work. I ran Happy Cog out of my apartment for far longer than anyone realized. My clients, when they learned my secret, didn\u2019t care. \n\nKeep it lean: if you can budget your incoming freelance money, you don\u2019t have to pay yourself a traditional salary. Removing the overhead associated with payroll means more of the budget stays in your pocket, enabling you to price your projects competitively, while still within industry norms. (Underpricing is uncool, and clients who knowingly choose below-market-rate vendors tend not to treat those vendors with respect.)\n\nGetting gigs\n\nWeb design is a people business. If things are slow, email former clients. If you just lost your job, email former agency clients with whom you worked closely to inform them of your freelance business and find out how they\u2019re doing. Best practice: focus the email on wishing them a happy holiday and asking how they\u2019re doing. Let your email signature file tell them you\u2019re now the president of Your Name Design. Leading with the fact that you just lost your job may earn sympathy (or commiseration: the client may have lost her job, too) but it\u2019s not exactly a sure-fire project getter.\n\nThe qualities that help you land a web design project are the same in good times or bad. Have a story to tell about the kind of services you offer, and the business benefits they provide. (If you design with web standards, you already have one great story line. What are the others?) \n\nDon\u2019t be shy about sharing your story, but don\u2019t make it the focus of the meeting. The client is the focus. Before you meet her, learn as much as you can about her users, her business, and her competitors. At the very least, read her site\u2019s About pages, and spend some quality time with Google. \n\nMost importantly, go to the meeting knowing how much you don\u2019t know. Arrive curious, and armed with questions. Maintain eye contact and keep your ears open. If a point you raise causes two people to nod at each other, follow up on that point, don\u2019t just keep grinding through your Keynote presentation. \n\nIf you pay attention and think on your feet, it tells the potential client that they can expect you to listen and be flexible. (Clients are like unhappy spouses: they\u2019re dying for someone to finally listen.) If you stick to a prepared presentation, it might send the message that you are inflexible or nervous or both. \u201cNervous\u201d is an especially bad signal to send. It indicates that you are either dishonest or inexperienced. Neither quality invites a client to sign on. Web design is a people business for the client, too: they should feel that their interactions with you will be pleasant and illuminating. And that you\u2019ll listen. Did I mention that?\n\nGive it time\n\nSecuring clients takes longer and requires more effort in a recession. If two emails used to land you a gig, it will now take four, plus an in-person meeting, plus a couple of follow-up calls. This level of salesmanship is painful to geeks and designers, who would rather spend four hours kerning type or debugging a style sheet than five minutes talking business on the telephone. I know. I\u2019m the same way. But we must overcome our natural shyness and inwardness if we intend not to fish our next meal out of a neighbor\u2019s garbage can. \n\nAs a bonus, once the recession ends, your hard-won account management skills will help you take your business to the next level. By the time jobs are plentiful again, you may not want to work for anyone but yourself. You\u2019ll be a captain of our industry. And talented people will be emailing to ask you for a job.", "year": "2008", "author": "Jeffrey Zeldman", "author_slug": "jeffreyzeldman", "published": "2008-12-24T00:00:00+00:00", "url": "https://24ways.org/2008/recession-tips-for-web-designers/", "topic": "business"}
{"rowid": 113, "title": "What Your Turkey Can Teach You About Project Management", "contents": "The problem with project management is that everyone thinks it\u2019s boring. Well, that\u2019s not really the problem. The problem is that everyone thinks it\u2019s boring but it\u2019s still really important. Project management is what lets you deliver your art \u2013 whether that be design or development. \n\nIn the same way, a Christmas dinner cooked by a brilliant chef with no organizational skills is disastrous \u2013 courses arrive in the wrong order, some things are cold whilst others are raw and generally it\u2019s a trip to the ER waiting to happen. Continuing the Christmas dinner theme, here are my top tips for successful projects, wrapped up in a nice little festive analogy. Enjoy!\n\nTip 1: Know What You\u2019re Aiming For\n\n(Turkey? Ham? Both??)\n\nThe underlying cause for the failure of so many projects is mismatched expectations. Christmas dinner cannot be a success if you serve glazed ham and your guests view turkey as the essential Christmas dinner ingredient. It doesn\u2019t matter how delicious and well executed your glazed ham is, it\u2019s still fundamentally just not turkey. You might win one or two adventurous souls over, but the rest will go home disappointed.\n\nAdd to the mix the fact that most web design projects are nowhere near as emotive as Christmas dinner (trust me, a ham vs turkey debate will rage much longer than a fixed vs fluid debate in normal human circles) and the problem is compounded. In particular, as technologists, we forget that our ability to precisely imagine the outcome of a project, be it a website, a piece of software, or similar, is much more keenly developed than the average customer of such projects. \n\nSo what\u2019s the solution? Get very clear, from the very beginning, on exactly what the project is about. What are you trying to achieve? How will you measure success? Is the presence of turkey a critical success factor?\n\nSummarize all this information in some form of document (in PM-speak, it\u2019s called a Project Initiation Document typically). Ideally, get the people who are the real decision makers to sign their agreement to that summary in their own blood. Well, you get the picture, I suppose actual blood is not strictly necessary, but a bit of gothic music to set the tone can be useful!\n\nTip 2: Plan at the Right Level of Detail\n\nHugely detailed and useless Gantt charts are a personal bugbear of mine. For any project, you should plan at the appropriate level of detail (and in an appropriate format) for the project itself. In our Christmas dinner example, it may be perfectly fine to have a list of tasks for the preparation work, but for the intricate interplay of oven availability and cooking times, something more complex is usually due. Having cooked roast dinners for fourteen in a student house where only the top oven and two of the rings on the hob actually worked, I can attest to the need for sequence diagrams in some of these situations!\n\nThe mistake many small teams make is to end up with a project plan that is really the amalgamation of their individual todo lists. What is needed is a project plan that will:\n\n\n\treflect reality\n\tbe easy to update\n\thelp to track progress (i.e. are we on track or not?)\n\n\nA good approach is to break your project into stages (each representing something tangible) and then into deliverables (again, something tangible for each milestone, else you\u2019ll never know if you\u2019ve hit it or not!). \n\nMy personal rule of thumb is that the level of granularity needed on most projects is 2-3 days \u2013 i.e. we should never be more than two to three days from a definitive milestone which will either be complete or not. The added advantage of this approach is that if find yourself off track, you can only be two to three days off track\u2026 much easier to make up than if you went weeks or even months working hard but not actually delivering what was needed!\n\nIn our Christmas dinner example, there are a number of critical milestones \u2013 a tick list of questions. Do we have all the ingredients? Check. Has the turkey been basted? Check. On the actual day, the sequencing and timing will mean more specific questions: It\u2019s 12pm. Are the Brussels sprouts cooked to death yet? Check. (Allowing for the extra hour of boiling to go from soft and green to mushy and brown\u2026 Yeuch!) \n\nTip 3: Actively Manage Risks and Issues\n\nA risk is something that could go wrong. An issue is something that has already gone wrong. Risks and issues are where project management superstars are born. Anyone can manage things when everything is going according to plan; it\u2019s what you do when Cousin Jim refuses to eat anything but strawberry jam sandwiches that sorts the men from the boys. \n\nThe key with a Christmas dinner, as with any project, is to have contingency plans for the most likely and most damaging risks. These depend on your own particular situation, but some examples might be:\n\n \n\t\t\n\t\t\tRISK\n\t\t\tCONTINGENCY PLAN\n\t\t\n\t\t\n\t\t\tCousin Jim is a picky eater.\n\t\t\tHave strawberry jam and sliced white bread on hand to placate.\n\t\t\n\t\t\n\t\t\tPrime organic turkey might not be available at Waitrose on Christmas eve.\n\t\t\tShop in advance!\n\t\t\n\t\t\n\t\t\tYou live somewhere remote that seems to lose power around Christmas on a disturbingly regular basis.\n\t\t\t(number of options here depending on how far you want to go\u2026)\n\n\t\t\t\t\tBuy a backup generator.\n\n\t\t\t\t\tInvent a new cooking method using only candles.\n\n\t\t\t\t\tStock up on \u201cChristmas dinner in a tin\u201d.\n\t\t\n\t\t\n\t\t\tYour mother in law is likely to be annoying.\n\t\t\tBottle of sherry at the ready (whether it\u2019s for you or her, you can decide!).\n\t\t\n \n\n\nThe point of planning in advance is so that most of your issues don\u2019t blindside you \u2013 you can spring into action with the contingency plan immediately. This leaves you with plenty of ingenuity and ability to cope in reserve for those truly unexpected events. \n\nBack in your regular projects, you should have a risk management plan (developed at the beginning of the project and regularly reviewed) as well as an issue list, tracking open, in progress and closed issues. Importantly, your issue list should be separate from any kind of bug list \u2013 issues are at a project level, bugs are at a technical level.\n\nTip 4: Have a Project Board\n\nA project board consists of the overall sponsor of your project (often, but not always, the guy with the cheque book) and typically a business expert and a technical expert to help advise the sponsor. The project board is the entity that is meant to make the big, critical decisions. As a project manager, your role is to prepare a recommendation, but leave the actual decision up to the board. \n\nAdmittedly this is where our Christmas dinner analogy has to stretch the most, but if you imagine that instead of just cooking for your family you are the caterer preparing a Christmas feast for a company. In this case, you obviously want to please the diners who will be eating the food, but key decisions are likely to be taken by whoever is organizing the event. They, in turn, will involve the boss if there are really big decisions that would affect the project drastically \u2013 for instance, having to move it to January, or it exceeding the set budget by a significant amount.\n\nMost projects suffer from not having a project board to consult for these major decisions, or from having the wrong people selected. The first ailment is eased by ensuring that you have a functioning project board, with whom you either meet regularly to update on status, or where there is a special process for convening the board if they are needed. The second problem is a little more subtle. Key questions to ask yourself are:\n\n\n\tWho is funding this project?\n\tWho has the authority to stop the project if it was the right thing to do?\n\tWho are the right business and technical advisors?\n\tWho are the folks who don\u2019t look like they are powerful on the org chart, but in fact might scupper this project? (e.g. administrators, tech support, personal assistants\u2026)\n\n\nTip 5: Finish Unequivocably and Well\n\nNo one is ever uncertain as to when Christmas dinner ends. Once the flaming pudding has been consumed and the cheese tray picked at, the end of the dinner is heralded by groaning and everyone collapsing in their chairs. Different households have different rituals, so you might only open your presents after Christmas dinner (unlikely if you have small children!), or you might round off the afternoon watching the Queen\u2019s speech (in Britland, certainly) or if you live in warmer climes you might round off Christmas dinner with a swim (which was our tradition in Cape Town \u2013 after 30 mins of food settling so you didn\u2019t get cramp, of course!). \n\nThe problem with projects is that they are one time efforts and so nowhere near as ritualized. Unless you have been incredibly lucky, you\u2019ve probably worked on a project where you thought you were finished but seemed unable to lose your \u201czombie customers\u201d \u2013 those folks who just didn\u2019t realise it was over and kept coming back with more and more requests. You might even have fallen prey to this yourself, believing that the website going live was the end of the project and not realising that a number of things still needed to be wrapped up.\n\nThe essence of this final tip is to inject some of that end-of-Christmas finality ritual into your projects. Find your own ritual for closing down projects \u2013 more than just sending the customer the invoice and archiving the files. Consider things like documentation, support structure handover and training to make sure that those zombies are going to the right people (hopefully not you!). \n\nSo, to summarise:\n\n\n\tMake sure you start your projects well \u2013 with an agreed (written) vision of what you\u2019re trying to achieve.\n\tPlan your projects at the right level of detail and in an appropriate format \u2013 never be more than a few days away from knowing for sure whether you\u2019re on track or not.\n\tPlan for likely and important risks and make sure you track and resolve those you actually encounter.\n\tInstitute a project board, made up of the people with the real power over your project.\n\tCreate rituals for closing projects well \u2013 don\u2019t leave anyone in doubt that the project has been delivered, or of who they should go to for further help.", "year": "2008", "author": "Meri Williams", "author_slug": "meriwilliams", "published": "2008-12-16T00:00:00+00:00", "url": "https://24ways.org/2008/what-your-turkey-can-teach-you-about-project-management/", "topic": "business"}
{"rowid": 187, "title": "A New Year's Resolution", "contents": "The end of 2009 is fast approaching.  Yet another year has passed in a split second. Our Web Designing careers are one year older and it\u2019s time to reflect on the highs and lows of 2009. What was your greatest achievement and what could you have done better? Perhaps, even more importantly, what are your goals for 2010?\n\nSomething that I noticed in 2009 is that being a web designer 24/7; it\u2019s easy to get consumed by the web. It\u2019s easy to get caught up in the blog posts, CSS galleries, web trends and Twitter!  Living in this bubble can lead to one\u2019s work becoming stale, boring and basically like everyone else\u2019s work on the web. No designer wants this.\n\nSo, I say on 1st January 2010 let\u2019s make it our New Year\u2019s resolution to create something different, something special or even ground-breaking! Make it your goal to break the mold of current web design trends and light the way for your fellow web designer comrades!\n\nOf course I wouldn\u2019t let you embark on the New Year empty handed. To help you on your way I\u2019ve compiled a few thoughts and ideas to get your brains ticking!\n\nDon\u2019t design for the web, just design\n\nA key factor in creating something original and fresh for the web is to stop thinking in terms of web design. The first thing we need to do is forget the notion of headers, footers, side bars etc. A website doesn\u2019t necessarily need any of these, so even before we\u2019ve started we\u2019ve already limited our design possibilities by thinking in these very conventional and generally accepted web terms. The browser window is a 2D canvas like any other and we can do with it what we like. \n\nWith this in mind we can approach web design from a fresh perspective. We can take inspiration for web design from editorial design, packaging design, comics, poster design, album artwork, motion design, street signage and anything else you can think of. Web design is way more than the just the web and by taking this more wide angled view of what web design is and can be you\u2019ll find there are a thousand more exiting design possibilities.\n\nNote: Try leaving the wire framing till after you\u2019ve gone to town with some initial design concepts. You might find it helps keep your head out of that \u2018web space\u2019 a little bit longer, thus enabling you to think more freely about your design. Really go crazy with these as you can always pull it back into line later. The key is to think big initially and then work backwards. There\u2019s no point restricting your creativity early on because your technical knowledge can foresee problems down the line. You can always sort these problems out later on\u2026 let your creative juices flow!\n\n Inspiration can come from anywhere! (Photo: modomatic)\n\nTry something new!\n\nProgress in web design or in any design discipline is a sort of evolution. Design trends and solutions merge and mutate to create new design trends and hopefully better solutions. This is fine but the real leaps are made when someone has the guts to do something different. \n\nDon\u2019t be afraid to challenge the status quo. To create truly original work you have to be prepared to get it wrong and that\u2019s hard to do. When you\u2019re faced with this challenge just remind yourself that in web design there is rarely a \u2018best way to do something\u2019, or why would we ever do it any other way? \n\nIf you do this and get it right the pay off can be immense. Not only will you work stand out from the crowd by a mile, you will have become a trend setter as opposed to a trend follower.\n\nTell a story with your design\n\nGreat web design is way more than just the aesthetics, functionality or usability. Great web design goes beyond the pixels on the screen. For your website to make a real impact on it\u2019s users it has to connect with them emotionally. So, whether your website is promoting your own company or selling cheese it needs to move people. You need to weave a story into your design. It\u2019s this story that your users will connect with. \n\nTo do this the main ingredients of your design need to be strongly connected. In my head those main ingredients are Copy, Graphic Design, Typography, imagery and colour. \n\nCopy\n\nStrong meaningful copy is the backbone to most great web design work. Pay special attention to strap lines and headlines as these are often the sparks that start the fire. All the other elements can be inspired by this backbone of strong copy.\n\nGraphic Design\n\nUse the copy to influence how you treat the page with your graphic design. Let the design echo the words.\n\nTypography\n\nWhat really excites me about typography isn\u2019t the general text presentation on a page, most half decent web designer have a grasp of this already. What excites me is the potential there is to base a whole design on words and letters. Using the strong copy you already have, one has the opportunity the customise, distort, build and arrange words and letters to create beautiful and powerful compositions that can be the basis for an entire site design.\n\n Get creative with Typography (Photo: Pam Sattler)\n\nImagery and Colour\n\nWith clever use of imagery (photographs or illustrations) and colour you further have the chance to deepen the story you are weaving into your design. The key is to use meaningful imagery, don\u2019t to insert generic imagery for the sake of filling space\u2026 it\u2019s just a wasted opportunity.\n\nRemember, the main elements of your design combined are greater than the sum of their parts. Whatever design decisions you make on a page, make them for a good reason. It\u2019s not good enough to try and seduce your users with slick and shiny web pages. For your site to leave a lasting impression on the user you need to make that emotional connection.\n\n Telling the Story (Advertising Agency: Tita, Milano, Italy, Art Director: Emanuele Basso)\n\nGo one step further\n\nSo you\u2019ve almost finished your latest website design. You\u2019ve fulfilled the brief, you\u2019re happy with the result and you\u2019re pretty sure your client will be too. It\u2019s at this point we should ask ourselves \u201cCan I push this further\u201d? What touches could you add to the site that\u2019ll take it beyond what was required and into something exceptional? The truth is, to produce exceptional work we need to do more than is required of us. We need to answer the brief and then some!\n\nGo back through your site and make a note of what enhancements could be made to make the site not just good but outstanding. It might be revisiting a couple of pages that were neglected in the design process, it might be adding some CSS 3 gloss for the users that can benefit from it or it might just be adding some clever little easter eggs to show that you care. These touches will soon add up and make a massive difference to the finished product.\n\nSo, go one step further\u2026 take it further than you anyone else will. Then your work will stand out for sure.\n\nParting message\n\nI love being a designer for many of reasons but the main one being that with every new project we embark on we have the chance to express ourselves. We have the chance to create something special, something that people will talk about. It\u2019s this chance that drives us onwards day after day, year after year. So in 2010 shout louder than you ever have before, take chances, try something new and above all design your socks off!", "year": "2009", "author": "Mike Kus", "author_slug": "mikekus", "published": "2009-12-10T00:00:00+00:00", "url": "https://24ways.org/2009/a-new-years-resolution/", "topic": "business"}
{"rowid": 170, "title": "A Pet Project is For Life, Not Just for Christmas", "contents": "I\u2019m excited: as December rolls on, I\u2019m winding down from client work and indulging in a big pet project I\u2019ve been dreaming up for quite some time, with the aim of releasing it early next year. I\u2019ve always been a bit of a sucker for pet projects and currently have a few in the works: the big one, two collaborations with friends, and my continuing (and completely un-web-related) attempt at music. But when I think about the other designers and developers out there whose work I admire, one thing becomes obvious: they\u2019ve all got pet projects! Look around the web and you\u2019ll see that anyone worth their salt has some sort of side project on the go. If you don\u2019t have yours yet, now\u2019s the time!\n\nHave a pet project to collaborate with your friends\n\nIt\u2019s not uncommon to find me staring at my screen, looking at beautiful websites my friends have made, grinning inanely because I feel so honoured to know such talented individuals. But one thing really frustrates me: I hardly ever get to work with these people! Sure, there are times when it\u2019s possible to do so, but due to various project situations, it\u2019s a rarity.\n\nSo, in order to work with my friends, I\u2019ve found the best way is to instigate the collaboration outside of client work; in other words, have a pet project together! Free from the hard realities of budgets, time restraints, and client demands, you and your friends can come up with something purely for your own pleasures. If you\u2019ve been looking for an excuse to work with other designers or developers whose work you love, the pet project is that excuse. They don\u2019t necessarily have to be friends, either: if the respect is mutual, it can be a great way of breaking the ice and getting to know someone. \n\n Figure 1: A forthcoming secret love-child from myself and Tim Van Damme\n\nHave a pet project to escape from your day job\n\nWe all like to moan about our clients and bosses, don\u2019t we? But if leaving your job or firing your evil client just isn\u2019t an option, why not escape from all that and pour your creative energies into something you genuinely enjoy? \n\nIt\u2019s not just about reacting to negativity, either: a pet project is a great way to give yourself a bit of variety. As web designers, our day-to-day work forces us to work within a set of web-related contraints and sometimes it can be demoralising to spend so many hours fixing IE bugs. The perfect antidote? Go and do some print design! If it\u2019s not possible in your day job or client work, the pet project is the perfect place to exercise your other creative muscles. Yes, print design (or your chosen alternative) has its own constraints, but if they\u2019re different to those you experience on a daily basis, it\u2019ll be a welcome relief and you\u2019ll return to your regular work feeling refreshed.\n\n Figure 2: Ligature, Loop & Stem, from Scott Boms & Luke Dorny\n\nHave a pet project to fulfill your own needs\n\nMany pet projects come into being because the designers and/or developers behind them are looking for a tool to accomplish a task and find that it doesn\u2019t exist, thus prompting them to create their own solution. In fact, the very app I\u2019m using to write this article \u2014 Ommwriter, from Herraiz Soto & Co \u2014 was originally a tool they\u2019d created for their internal staff, before releasing it to the public so that it could be enjoyed by others.\n\nJust last week, Tina Roth Eisenberg launched Teux Deux, a pet project she\u2019d designed to meet her own requirements for a to-do list, having found that no existing apps fulfilled her needs. Oh, and it was a collaboration with her studio mate Cameron. Remember what I was saying about working with your friends?\n\n Figure 3: Teux Deux, the GTD pet project that launched just last week\n\nHave a pet project to help people out\n\nOmmwriter and Teux Deux are free for anyone to use. Let\u2019s just think about that for a moment: the creators have invested their time and effort in the project, and then given it away to be used by others. That\u2019s very cool and something we\u2019re used to seeing a lot of in the web community (how lucky we are)! People love free stuff and giving away the fruits of your labour will earn you major kudos. Of course, there\u2019s nothing wrong with making some money, either \u2014 more on that in a second.\n\n Figure 4: Dan Rubin\u2018s extremely helpful Make Photoshop Faster\n\nHave a pet project to raise your profile\n\nSo, giving away free stuff earns you kudos. And kudos usually helps you raise your profile in the industry. We all like a bit of shameless fame, don\u2019t we? But seriously, if you want to become well known, make something cool. It could be free (to buy you the love and respect of the community) or it could be purchasable (if you\u2019ve made something that\u2019s cool enough to deserve hard-earned cash), but ultimately it needs to be something that people will love. \n\n Figure 5: Type designer Jos Buivenga has shot to fame thanks to his beautiful typefaces and \u2018freemium\u2019 business model\n\nIf you\u2019re a developer with no design skills, team up with a good designer so that the design community appreciate its aesthetic. If you\u2019re a designer with no development skills, team up with a good developer so that it works. Oh, and not that I\u2019d recommend you ever do this for selfish reasons, but collaborating with someone you admire \u2014 whose work is well-respected by the community \u2014 will also help raise your profile.\n\nHave a pet project to make money\n\nIn spite of our best hippy-esque intentions to give away free stuff to the masses, there\u2019s also nothing wrong with making a bit of money from your pet project. In fact, if your project involves you having to make a considerable financial investment, it\u2019s probably a good idea to try and recoup those costs in some way.\n\n Figure 6: The success of Shaun Inman\u2018s various pet projects \u2014 Mint, Fever, Horror Vacui, etc. \u2014 have allowed him to give up client work entirely.\n\nA very common way to do that in both the online and offline worlds is to get some sort of advertising. For a slightly different approach, try contacting a company who are relevant to your audience and ask them if they\u2019d be interesting in sponsoring your project, which would usually just mean having their brand associated with yours in some way. This is still a form of advertising but tends to allow for a more tasteful implementation, so it\u2019s worth pursuing. \n\nAdvertising is a great way to cover your own costs and keep things free for your audience, but when costs are considerably higher (like if you\u2019re producing a magazine with high production values, for instance), there\u2019s nothing wrong with charging people for your product. But, as I mentioned above, you\u2019ve got to be positive that it\u2019s worth paying for!\n\nHave a pet project just for fun\n\nSometimes there\u2019s a very good reason for having a pet project \u2014 and sometimes even a viable business reason \u2014 but actually you don\u2019t need any reason at all. Wanting to have fun is just as worthy a motivation, and if you\u2019re not going to have fun doing it, then what\u2019s the point? Assuming that almost all pet projects are designed, developed, written, printed, marketed and supported in our free time, why not do something enjoyable?\n\n Figure 7: Jessica Hische\u2018s beautiful Daily Drop Cap\n\nIn conclusion\n\nThe fact that you\u2019re reading 24 ways shows that you have a passion for the web, and that\u2019s something I\u2019m happy to see in abundance throughout our community. Passion is a term that\u2019s thrown about all over the place, but it really is evident in the work that people do. It\u2019s perhaps most evident, however, in the pet projects that people create. Don\u2019t forget that the very site you\u2019re reading this article on is\u2026 a pet project.\n\nIf you\u2019ve yet to do so, make it a new year\u2019s resolution for 2010 to have your own pet project so that you can collaborate with your friends, escape from your day job, fulfil your own needs, help people out, raise your profile, make money, and \u2014 above all \u2014 have fun.", "year": "2009", "author": "Elliot Jay Stocks", "author_slug": "elliotjaystocks", "published": "2009-12-18T00:00:00+00:00", "url": "https://24ways.org/2009/a-pet-project-is-for-life-not-just-for-christmas/", "topic": "business"}
{"rowid": 189, "title": "Ignorance Is Bliss", "contents": "This is a true story.\n\nMeet Mike \n\nMike\u2019s a smart guy. He knows a great browser when he sees one. He uses Firefox on his Windows PC at work and Safari on his Mac at home. Mike asked us to design a Web site for his business. So we did.\n\nWe wanted to make the best Web site for Mike that we could, so we used all of the CSS tools that are available today. That meant using RGBa colour to layer elements, border-radius to add subtle rounded corners and (possibly most experimental of all new CSS), generated gradients.\n\n The home page Mike sees in Safari on his Mac\n\nMike loves what he sees.\n\nMeet Sam\n\nSam works with Mike. She uses Internet Explorer 7 because it came on the Windows laptop that the company bought her when she joined. \n\n The home page Sam sees in Internet Explorer 7 on her PC\n\nSam loves the new Web site too.\n\nHow could both of them be happy when they experienced the Web site differently?\n\nThe new WYSIWYG\n\nWhen I first presented my designs to Mike and Sam, I showed them a Web page made with HTML and CSS in their respective browsers and not a picture of a Web page. By showing neither a static image of my design, I set none of the false expectations that, by definition, a static Photoshop or Fireworks visual would have established.\n\nMike saw rounded corners and subtle shadows in Firefox and Safari. Sam saw something equally as nice, just a little different, in Internet Explorer. Both were very happy because they saw something that they liked.\n\nNeither knew, or needed to know, about the subtle differences between browsers. Their users don\u2019t need to know either.\n\nThat\u2019s because in the real world, people using the Web don\u2019t find a Web site that they like, then open up another browser to check that it looks they same. They simply buy what they came to buy, read what what they came to read, do what they came to do, then get on with their lives in blissful ignorance of what they might be seeing in another browser.\n\nOften when I talk or write about using progressive CSS, people ask me, \u201cHow do you convince clients to let you work that way? What\u2019s your secret?\u201d Secret? I tell them what they need to know, on a need-to-know basis.\n\nEpilogue\n\nSam has a new iPhone that Mike bought for her as a reward for achieving her sales targets. She loves her iPhone and was surprised at just how fast and good-looking the company Web site appears on that. So she asked,\n\n\n\t\u201cAndy, I didn\u2019t know you optimised our site for mobile. I don\u2019t remember seeing an invoice for that.\u201d\n\n\nI smiled.\n\n\n\t\u201cThat one was on the house.\u201d", "year": "2009", "author": "Andy Clarke", "author_slug": "andyclarke", "published": "2009-12-23T00:00:00+00:00", "url": "https://24ways.org/2009/ignorance-is-bliss/", "topic": "business"}
{"rowid": 178, "title": "Make Out Like a Bandit", "contents": "If you are anything like me, you are a professional juggler. No, we don\u2019t juggle bowling pins or anything like that (or do you? Hey, that\u2019s pretty rad!). I\u2019m talking about the work that we juggle daily. In my case, I\u2019m a full-time designer, a half-time graduate student, a sometimes author and conference speaker, and an all-the-time social networker. Only two of these \u201cpositions\u201d have actually put any money in my pocket (and, well, the second one takes a lot of money out). Still, this is all part of the work that I do. Your work situation is probably similar. We are workaholics.\n\nSo if we work so much in our daily lives, shouldn\u2019t we be making out like bandits? Umm, honestly, I\u2019m not hitting on you, silly. I\u2019m talking about our success. We work and work and work. Shouldn\u2019t we be filthy, stinking rich? Well\u2026 okay, that\u2019s not quite what I mean either. I\u2019m not necessarily talking about money (though that could potentially be a part of it). I\u2019m talking about success \u2014 as in feeling a true sense of accomplishment and feeling happy about what we do and why we do it.\n\nIt\u2019s important to feel accomplished and a general happiness in our work. To make out like a bandit (or have an incredible amount of success), you can either get lucky or work hard for it. And if you\u2019re going to work hard for it, you might as well make it all meaningful and worthwhile. This is what I strive for in my own work and my life, and the following points I\u2019m sharing with you are the steps I am taking to work toward this.\n\n\n\tI know the price of success: dedication, hard work & an unremitting devotion to the things you want to see happen. \u2014 Frank Lloyd Wright\n\n\nLearn. Participate. Do.\n\nThe best way to get good at something is to keep doing whatever it is you\u2019re doing that you want to be good at. For example, a sushi-enthusiast might take a sushi-making class because she wants to learn to make sushi for herself. It totally makes sense while the teacher demonstrates all the procedures, materials, and methods needed to make good, beautiful sushi. Later, the student goes home and tries to make sushi on her own, she gets totally confused and lost. Okay, I\u2019m not even going to hide it, I\u2019m talking about myself (this happened to me). As much as I love sushi, I couldn\u2019t even begin to make good sushi because I\u2019ve never really practiced.\n\nTake advantage of learning opportunities where possible. Whether you\u2019re learning CSS, Actionscript, or visual design, the best way to grasp how to do things is to participate, practice, do. Apply what you learn in your work. Participation is so vital to your success. If you have problems, let people know, and ask. But definitely practice on your own. And as clich\u00e9 as it may sound, believe in yourself because if you don\u2019t think you can do it, no one else will think you can either.\n\nMaintain momentum\n\nWith whatever it is you\u2019re doing, if you find yourself \u201con a roll\u201d, you should take advantage of that momentum and keep moving. Sure, you\u2019ll definitely want to take breaks here or there, but remember that momentum can be very difficult to obtain again once you\u2019ve lost it. Get it done!\n\nDeal with people\n\nWhether you love or hate people, the fact is, you gotta deal with them \u2014 even the difficult ones. If you\u2019re in a management position, then you know pretty well that most people don\u2019t like being told what to do (even if that\u2019s their job). Find ways to get people excited about what they\u2019re doing. Make people feel that they (and what they do) are needed \u2014 people respond better if they\u2019re valued, not commanded. Even if you\u2019re not in a management position, this still applies to the way you work with your coworkers, clients, vendors, etc.\n\nResolve any conflicts right away. Conflicts will inevitably happen. Move on to how you can improve the situation, and do it as quickly as possible. Don\u2019t spend too much time focusing on whose screw up it is \u2014 nobody feels good in this situation. Also, try to keep people informed on whatever it is you need or what it is you\u2019re doing. If you\u2019re waiting on something from someone, and it\u2019s been a while, don\u2019t be afraid to say something (tactfully). Sometimes people are forgetful \u2014 or just slacking. Hey, it happens!\n\nHelp yourself by helping others\n\nWhat are some of the small, simple things you can do when you\u2019re working that will help the people you work with (and in most cases, will end up helping yourself)? For example: if you\u2019re a designer, perhaps taking a couple minutes now to organize and name your Photoshop layers will end up saving time later (since it will be easier to find things). This is going to help both you and your team. Or, developers: taking some time to write some documentation (even if it\u2019s as simple as a comment in the code, or a well-written commit message) could potentially save valuable time for both you and your team later. Maybe you have to take a little time to sit down with a coworker and explain why something works the way it does. This helps them out tremendously \u2014 and will most likely lead to them respecting you a little more. This is a benefit.\n\nIf you make little things like this a habit, people will notice. People will enjoy working with you. People will trust you and rely on you. Sure, it might seem beneficial at any given moment to be \u201cin it for yourself\u201d (and therefore only helping yourself), but that won\u2019t last very long. Helping others (whether it be a small or large feat) will cause a positive impact in the long run \u2014 and that is what will be more valuable to you and your career.\n\nDo work that is meaningful\n\nOne of the best ways to feel successful about what you do is to feel good and happy about it. And a great way to feel good and happy about what you\u2019re doing is to actually do good. This could be purpose-driven work that focuses on sustainability and environmentalism, or work that helps support causes and charity. Perhaps the work simply inspires people. Or maybe the work is just something you are very passionate about. Whatever the work may be, try working on projects that are meaningful to you. You\u2019ll do well simply by being more motivated and interested. And it\u2019s a double-win if the project is meaningful to others as well.\n\nI feel very fortunate to work at a place like Crush + Lovely, where we have found quite frequently that the projects that inspire people, focus on global and social good, and create some sort of positive impact are the very projects that bring us more paid projects. But more importantly, we are happy and excited to do it. You might not work at a company that takes on those types of projects. But perhaps you have your own personal endeavors that create this excitement for you. Elliot Jay Stocks wrote about having pet projects. Do you take on side projects? What are those projects?\n\nOver the last couple years, I\u2019ve seen some really fantastic side projects come out that are great examples of meaningful work. These projects reflect the passions and goals of the respective designers and developers involved, and therefore become quite successful (because the people involved simply love what they are doing while they\u2019re doing it). Some of these projects include:\n\n\n\tTypedia is a shared encyclopedia of typefaces which serves as a resource to classify, categorize, and connect typefaces. It was founded by Jason Santa Maria, a graphic designer with a love and passion for typography. He created it as a solution to a problem he faced as a designer: finding the right typeface.\n\tHuffduffer was created by Jeremy Keith, a web developer who wanted to create a podcast of inspirational talks \u2014 but after he found that this could be tedious, he decided to create a tool to automate this.\n\tLevel & Tap was created by passionate photographer and web developer, Tom Watson. It began as a photography print store for Tom\u2019s best personal photography. Over time, more photographers were added to the site and the site has grown to become quite a great collection of beautiful photography.\n\tHeat Eat Review is a review blog created by information architect and user experience designer, Abi Jones. As a foodie, she is able to use this passion for this blog, as it focuses on reviewing TV Dinners, Frozen Meals, and Microwavable Foods.\n\tArt in My Coffee, a favorite personal project of my own, is a photo blog of coffee art I created, after I found that my friends and I were frequently posting coffee art photos to Flickr, Twitter, and other websites. After the blog became more popular, I teamed up with Meagan Fisher on the project, who has just as much a passion for coffee art, if not more.\n\n\nSo, what\u2019s important to you?\n\nThis is the very, very important question here. What really matters to you most? Beyond just working on meaningful projects you are passionate about, is the work you\u2019re doing the right work for you, so that you can live a good lifestyle? Scott Boms wrote an excellent article, Burnout, in which he shares his own experience in battling stress and exhaustion, and what he learned from it. You should definitely read the article in its entirety, but a couple of his points that are particularly excellent are:\n\n\n\tMake time for numero uno, in which you make time for the things in life that make you happy\n\tExamine your values, goals, and measures of success, in which you work toward the things you are passionate about, your own personal development, and focusing on the things that matter.\n\n\nA solid work-life balance can be a challenging struggle to obtain. Of course, you can cheat this by finding ways to combine the things you love with the things you do (so then it doesn\u2019t even feel like you\u2019re working \u2014 oh, you sneaky little bandit!). However, there are other factors to consider beyond your general love for the work you\u2019re doing. Take proper care of yourself physically, mentally, and socially.\n\nSo, are you making out like a bandit?\n\nDo you feel accomplished and generally happy with your work? If not, perhaps that is something to focus on for the next year. Consider your work (both in your job as well as any side projects you may take on) and how it benefits you \u2014 present and future. Take any steps necessary to get you to where you need to be. If you are miserable, fix it!\n\nFinally, it\u2019s important to be thankful for the things that matter to you and make you happy. Pass it along everyday. Thank people. It\u2019s a simple thing, really. Saying \u201cthank you\u201d can and will have enormous impact on the people around you. Oh. And, I apologize if the title of this article led you to thinking it would teach you how to be an amazing kisser. That\u2019s a different article entirely for 24 ways to impress your friends!", "year": "2009", "author": "Jina Anne", "author_slug": "jina", "published": "2009-12-21T00:00:00+00:00", "url": "https://24ways.org/2009/make-out-like-a-bandit/", "topic": "business"}
{"rowid": 176, "title": "What makes a website successful? It might not be what you expect!", "contents": "What makes some sites succeed and others fail? Put another way, when you are asked to redesign an existing website, what problems are you looking out for and where do you concentrate your efforts?\n\nI would argue that as web designers we spend too much time looking at the wrong kind of problem.\n\nI recently ran a free open door consultancy clinic to celebrate the launch of my new book (yes I know, two shameless plugs in one sentence). This involved various website owners volunteering their sites for review. Both myself and the audience then provided feedback.\n\nWhat quickly became apparent is that the feedback being given by the audience was biased towards design and development.\n\nAlthough their comments were excellent it focused almost exclusively on the quality of code, site aesthetics and usability. To address these issues in isolation is similar to treating symptoms and ignoring the underlying illness.\n\nCure the illness not the symptoms\n\nPoor design, bad usability and terribly written code are symptoms of bigger problems. Often when we endeavour to address these symptoms, we meet resistance from our clients and become frustrated. This is because our clients are still struggling with fundamental concepts we take for granted.\n\nBefore we can address issues of aesthetics, usability and code, we need to tackle business objectives, calls to action and user tasks. Without dealing with these fundamental principles our clients\u2019 website will fail.\n\nLet me address each in turn:\n\nUnderstand the business objectives\n\nDo you ask your clients why they have a website? It feels like an obvious question. However, it is surprising how many clients do not have an answer.\n\nWithout having a clear idea of the site\u02bcs business objectives, the client has no way to know whether it is succeeding. This means they have no justification for further investment and that leads to quibbling over every penny.\n\nHowever most importantly, without clearly defined business aims they have no standard against which to base their decisions. Everything becomes subjective and that will inevitably lead to problems.\n\nBefore we start discussing design, usability and development, we need to focus our clients on establishing concrete business objectives. This will provide a framework for decision making during the development phase.\n\nThis will not only help the client make decisions, it will also focus them on the business and away from micro managing the design.\n\nEstablish clear calls to action\n\nOnce business objectives have been set this opens up the possibility to establish clear calls to action.\n\nI am amazed at how few website owners can name their calls to action. However, I am even more staggered at how few web designers ask about them.\n\nCalls to action are not just limited to ecommerce sites. Whether you are asking people to sign up for a newsletter or complete a contact us form, every site should have a desired objective for users.\n\nWhat is more, each page of a site should have micro calls to action that always draw users on and never leave them at a dead end.\n\nWithout clearly defined calls to action you cannot successfully design a site, structure the user experience or measure its success. They bring focus to the site and encourage the client to concentrate their efforts on helping people reach those goals.\n\nOf course in order to know if a call to action is going to work, it is necessary to do some user testing.\n\nTest against the right tasks\n\nAs web designers we all like to boast about being \u02bbuser centric\u02bc whatever that means! However, in reality I think many of us are paying lip service to the subject.\n\nSure, we ask our clients about who their users are and maybe even do some usability testing. However, usability testing is no good if we are not asking the right questions.\n\nAgain we find ourselves working on a superficial level rather than tackling the deeper issues.\n\nClients find it relatively easy to tell you who their target audience is. Admittedly the list they come back with is often overly long and contains a lot of edge cases. However, where they begin to struggle is articulating what these users will want to achieve on the website. They know who they want to reach. However, they cannot always tell you why those people would be interested in the site.\n\nThese user tasks are another fundamental building block for any successful website. Although it is important for a website owner to understand what their objectives are and what they want users to do, it is even more important that they understand the users objectives as well.\n\nAgain, this provides context for the decisions they are making about design, usability and functionality. Without it the site will become self serving, largely ignoring the needs of users.\n\nUser tasks help to focus the client\u02bcs mind on the needs of their user, rather than what they can get out of them.\n\nSo am I claiming that design, usability and code do not matter? Well the shocking truth is that to some extent I am!\n\nThe shocking truth\n\nWhether we like it or not there is significant evidence that you can create a successful website with bad design, terrible code and without ever running a usability test session.\n\nYou only need to look at the design of Craigslist or the code of Amazon to see that this is true.\n\nHowever, I do not believe it is possible to build a successful website without business objectives, calls to action and a clear idea of user tasks.\n\nDo not misunderstand me. I do believe design, usability and code matters. I just believe that they only matter if the fundamentals are already in place. These things improve a solid foundation but are no use in their own right.\n\nAs web designers it is our responsibility to ensure fundamental questions are being asked, before we start exploring other issues. If we do not, our websites will look great, be well coded and have gone through endless usability tests, however it will not be truly successful.", "year": "2009", "author": "Paul Boag", "author_slug": "paulboag", "published": "2009-12-04T00:00:00+00:00", "url": "https://24ways.org/2009/what-makes-a-website-successful/", "topic": "business"}
{"rowid": 224, "title": "Go Forth and Make Awesomeness", "contents": "We\u2019ve all dreamed of being a superhero: maybe that\u2019s why we\u2019ve ended up on the web\u2014a place where we can do good deeds and celebrate them on a daily basis. \n\nWear your dreams\n\nAt age four, I wore my Wonder Woman Underoos around my house, my grandparents\u2019 house, our neighbor\u2019s house, and even around the yard. I wanted to be a superhero when I grew up. I was crushed to learn that there is no school for superheroes\u2014no place to earn a degree in how to save the world from looming evil. Instead, I\u2014like everyone else\u2014was destined to go to ordinary school to focus on ABCs and 123s. Even still, I want to save the world.\n\nIntend your goodness\n\nRandom acts of kindness make a difference. Books, films, and advertising campaigns tout random acts of kindness and the positive influence they can have on the world. But why do acts of kindness have to be so random? Why can\u2019t we intend to be kind? A true superhero wakes each morning intending to perform selfless acts for the community. Why can\u2019t we do the same thing?\n\nAs a child, my mother taught me to plan to do at least three good deeds each day. And even now, years later, I put on my invisible cape looking for ways to do good.\n\nHere are some examples:\n\n\tslowing down to allow another driver in before me from the highway on-ramp\n\tbringing a co-worker their favorite kind of coffee or tea\n\tsharing my umbrella on a rainy day\n\tholding a door open for someone with full hands\n\tlistening intently when someone shares a story\n\tcomplimenting someone on a job well done\n\tthanking someone for a job well done\n\tleaving a constructive, or even supportive comment on someone\u2019s blog\n\n\nAs you can see, these acts are simple. Doing good and being kind is partially about being aware\u2014aware of the words we speak and the actions we take. Like superheroes, we create our own code of conduct to live by. Hopefully, we choose to put the community before ourselves (within reason) and to do our best not to damage it as we move through our lives.\n\nTake a bite out of the Apple\n\nWith some thought, we can weave this type of thinking and action into our business choices. We can take the simple acts of kindness concept and amplify it a bit. With this amplification, we can be a new kind of superhero.\n\nIn 1997, during a presentation, Steve Jobs stated Apple\u2019s core value in a simple, yet powerful, sentence:\n\n\n\tWe believe that people with passion can change the world for the better.\n\n\nApple fan or not, those are powerful words.\n\nDefine your core\n\nEvery organization must define its core values. Core values help us to frame, recognize, and understand the principles our organization embodies and practices. It doesn\u2019t matter if you\u2019re starting a new organization or you want to define values within an existing organization. Even if you\u2019re a freelancer, defining core values will help guide your decisions and actions.\n\nIf you can, work as a team to define core values. Gather the people who are your support system\u2014your business partners, your colleagues, and maybe even a trusted client\u2014this is now your core value creation team. Have a brainstorming session with your team. Let ideas flow. Give equal weight to the things people say. You may not hear everything you thought you might hear\u2014that\u2019s OK. You want the session to be free-flowing and honest. Ask yourself and your team questions like:\n\n\n\tWhat do you think my/our/your core values are?\n\tWhat do you think my/our/your priorities are?\n\tWhat do you think my/our/your core values should be?\n\tWhat do you think my/our/your priorities should be?\n\tHow do you think I/we should treat customers, clients, and each other?\n\tHow do we want others to treat us?\n\tWhat are my/our/your success stories?\n\tWhat has defined these experiences as successful?\n\n\nFrom this brainstorming session, you will craft your superhero code of conduct. You will decide what you will and will not do. You will determine how you will and will not act. You\u2019re setting the standards that you will live and work by\u2014so don\u2019t take this exercise lightly. Take your time. Use the exercise as a way to open a discussion about values. Find out what you and your team believe in. Set these values and keep them in place. Write them down and share these with your team and with the world. By sharing your core values, you hold yourself more accountable to them. You also send a strong message to the rest of the world about what type of organization you are and what you believe in. Other organizations and people may decide to align or not to align themselves with you because of your core values. This is good. Chances are, you\u2019ll be happier and more profitable if you work with other organizations and people who share similar core values.\n\n Photo: Laura Winn\n\nDuring your brainstorming session, list keywords. Don\u2019t edit. Allow things to take their course. Some examples of keywords might be:\n\nAbility \u00b7 Achievement \u00b7 Adventure \u00b7 Ambition \u00b7 Altruism \u00b7 Awareness \u00b7 Balance \u00b7 Caring \u00b7 Charity \u00b7 Citizenship \u00b7 Collaboration \u00b7 Commitment \u00b7 Community \u00b7 Compassion \u00b7 Consideration \u00b7 Cooperation \u00b7 Courage \u00b7 Courtesy \u00b7 Creativity \u00b7 Democracy \u00b7 Dignity \u00b7 Diplomacy \u00b7 Discipline \u00b7 Diversity \u00b7 Education \u00b7 Efficiency \u00b7 Energy \u00b7 Equality \u00b7 Excellence \u00b7 Excitement \u00b7 Fairness \u00b7 Family \u00b7 Freedom \u00b7 Fun \u00b7 Goodness \u00b7 Gratefulness \u00b7 Growth \u00b7 Happiness \u00b7 Harmony \u00b7 Helping \u00b7 Honor \u00b7 Hope \u00b7 Humility \u00b7 Humor \u00b7 Imagination \u00b7 Individuality \u00b7 Innovation \u00b7 Integrity \u00b7 Intelligence \u00b7 Joy \u00b7 Justice \u00b7 Kindness \u00b7 Knowledge \u00b7 Leadership \u00b7 Learning \u00b7 Loyalty \u00b7 Meaning \u00b7 Mindfulness \u00b7 Moderation \u00b7 Modesty \u00b7 Nurture \u00b7 Openness \u00b7 Organization \u00b7 Passion \u00b7 Patience \u00b7 Peace \u00b7 Planning \u00b7 Principles \u00b7 Productivity \u00b7 Purpose \u00b7 Quality \u00b7 Reliability \u00b7 Respectfulness \u00b7 Responsibility \u00b7 Security \u00b7 Sensitivity \u00b7 Service \u00b7 Sharing \u00b7 Simplicity \u00b7 Stability \u00b7 Tolerance \u00b7 Transparency \u00b7 Trust \u00b7 Truthfulness \u00b7 Understanding \u00b7 Unity \u00b7 Variety \u00b7 Vision \u00b7 Wisdom\n\nAfter you have a list of keywords, create your core values statement using the themes from your brainstorming session. There are no rules: while above, Steve Jobs summed up Apple\u2019s core values in one sentence, Zappos has ten core values:\n\n\n\tDeliver WOW Through Service\n\tEmbrace and Drive Change\n\tCreate Fun and A Little Weirdness\n\tBe Adventurous, Creative, and Open-Minded\n\tPursue Growth and Learning\n\tBuild Open and Honest Relationships With Communication\n\tBuild a Positive Team and Family Spirit\n\tDo More With Less\n\tBe Passionate and Determined\n\tBe Humble\n\n\nTo see how Zappos\u2019 employees embrace these core values, watch the video they created and posted on their website.\n\nDog food is yummy\n\nAlthough I find merit in every keyword listed, I\u2019ve distilled my core values to their simplest form:\n\nMake awesomeness. Do good.\n\nHow do you make awesomeness and do good? You need ambition, balance, collaboration, commitment, fun, and you need every keyword listed to support these actions. Again, there are no rules: your core values can be one sentence or a bulleted list. What matters is being true to yourself and creating core values that others can understand.  Before I start any project I ask myself: is there a way to make awesomeness and to do good? If the answer is \u201cyes,\u201d I embrace the endeavor because it aligns with my core values. If the answer is \u201cno,\u201d I move on to a project that supports my core values.\n\nUnleash your powers\n\nAlthough every organization will craft different core values, I imagine that you want to be a superhero and that you will define \u201cdoing good\u201d (or something similar) as one of your core values. Whether you work by yourself or with a team, you can use the web as a tool to help do good. It can be as simple as giving a free hug, or something a little more complex to help others and help your organization meet the bottom line. Some interesting initiatives that use the web to do good are:\n\n\n\tYahoo!: How Good Grows\n\tDesigual: Happy Hunters\n\tEdge Shave Gel: Anti-irritation campaign\n\n\n\n\nKnowing your underlying desire to return to your Underoos-and-cape-sporting childhood and knowing that you don\u2019t always have the opportunity to develop an entire initiative to \u201cdo good,\u201d remember that as writers, designers, and developers, we can perform superhero acts on a daily basis by making content, design, and development accessible to the greatest number of people. By considering other people\u2019s needs, we are intentionally performing acts of kindness\u2014we\u2019re doing good. There are many ways to write, design, and develop websites\u2014many of which will be discussed in other 24ways.org articles. As we make content, design, and development decisions\u2014as we develop campaigns and initiatives\u2014we need to keep our core values in mind. It\u2019s easy to make a positive difference in the world. Just be the superhero you\u2019ve always wanted to be. Go forth and make awesomeness.\n\nIf you would like to do good today, support The United Nations Children\u2019s Fund, an organization that works for children\u2019s rights, their survival, development and protection, by purchasing this year\u2019s 24 ways Annual 2010 created by Five Simple Steps. All proceeds go to UNICEF.", "year": "2010", "author": "Leslie Jensen-Inman", "author_slug": "lesliejenseninman", "published": "2010-12-04T00:00:00+00:00", "url": "https://24ways.org/2010/go-forth-and-make-awesomeness/", "topic": "business"}
{"rowid": 229, "title": "Sketching to Communicate", "contents": "As a web designer I\u2019ve always felt that I\u2019d somehow cheated the system, having been absent on the day God handed out the ability to draw. I didn\u2019t study fine art, I don\u2019t have a natural talent to effortlessly knock out a realistic bowl of fruit beside a water jug, and yet somehow I\u2019ve still managed to blag my way this far. I\u2019m sure many of you may feel the same.\n\nI had no intention of becoming an artist, but to have enough skill to convey an idea in a drawing would be useful. Instead, my inadequate instrument would doodle drunkenly across the page leaving a web of unintelligible paths instead of the refined illustration I\u2019d seen in my mind\u2019s eye. This \u2013 and the natural scrawl of my handwriting \u2013 is fine (if somewhat frustrating) when it\u2019s for my eyes only but, when sketching to communicate a concept to a client, such amateur art would be offered with a sense of embarrassment. So when I had the opportunity to take part in some sketching classes whilst at Clearleft I jumped at the chance.\n\nWhy sketch?\n\nIn UX workshops early on in a project\u2019s life, sketching is a useful and efficient way to convey and record ideas. It\u2019s disposable and inexpensive, but needn\u2019t look amateur. A picture may be worth a thousand words, but a well executed sketch of how you\u2019ll combine funny YouTube videos with elephants to make Lolephants.com could be worth millions in venture capital. Actually, that\u2019s not bad\u2026 ;-)\n\nAlthough (as you will see) the basics of sketching are easy to master, the kudos you will receive from clients for being a \u2018proper designer\u2019 makes it worthwhile!\n\nWhere to begin?\n\nStart by not buying yourself a sketch pad. If you were the type of child who ripped the first page out of a school exercise book and started again if you made even a tiny mistake (you\u2019re not alone!), Wreck This Journal may offer a helping hand. Practicing on plain A4 paper instead of any \u2018special\u2019 notepad will make the process a whole lot easier, no matter how deliciously edible those Moleskines look.\n\nDo buy yourself a black fine-liner pen and a set of grey Pro Markers for shading. These pens are unlike any you will have used before, and look like blended watercolours once the ink is dry. Although multiple strokes won\u2019t create unsightly blotches of heavy ink on the page, they will go right through your top sheet so always remember to keep a rough sheet in the second position as an ink blotter.\n\n photo by Tom Harrison\n\nDon\u2019t buy pencils to sketch with, as they lack the confidence afforded by the heavy black ink strokes of marker pens and fine-liners.\n\nIf you\u2019re going to be sketching with clients then invest in some black markers and larger sheets of paper. At the risk of sounding like a stationery brand whore, Sharpies are ideal, and these comedy-sized Post-Its do the job far better than cheaper, less sticky alternatives. Although they\u2019re thicker than most standard paper, be sure to double-layer them if you\u2019re writing on them on a wall, unless you fancy a weekend redecorating your client\u2019s swanky boardroom.\n\nThe best way to build confidence and improve your sketching technique is, obviously, to practise. Reading this article will be of no help unless you repeat the following examples several times each. Go grab a pen and some paper now, and notice how you improve within even a short period of time.\n\nSketching web UI\n\nMost elements of any website can be drawn as a combination of geometric shapes.\n\n photo by Nathanael Boehm\n\nCircles\n\nTo draw a circle, get in position and start by resting your hand on the page and making the circular motion a few times without putting pen to paper. As you lower your pen whilst continuing the motion, you should notice the resulting shape is more regular than it otherwise would have been.\n\nSquares and rectangles\n\nDraw one pair of parallel lines first, followed by the others to complete the shapes. Slightly overlap the ends of the lines to make corners feel more solid than if you were to leave gaps. If you\u2019re drawing a container, always draw the contents first, that way it won\u2019t be a squash to fit them in. If you\u2019re drawing a grid (of thumbnails, for instance), draw all parallel lines first as a series of long dashes to help keep line lengths and angles consistent.\n\n\n\nShadows\n\nTo lift elements from the page for emphasis, add a subtle shadow with a grey marker. For the most convincing look, assume the light source to be at the top left of the page \u2013 the shadow should simply be a thick grey line along the bottom and up the right edge of your shape. If the shape is irregular, the shadow should follow its outline. This is a good way to emphasise featured items, speech bubbles, form buttons, and so on.\n\n\n\nSketching ideas\n\nArrows\n\nUse arrows to show steps in a process or direction of movement. Giving shadows a 3-D feel, or adding a single colour, will help separate them from the rest of the sketch.\n\n\n\nFaces\n\nStart by drawing the circle. The direction of the nose (merely a point) indicates the direction of the person\u2019s gaze. The eyes and mouth show emotion: more open and curvy for happy thoughts; more closed and jagged for angry thoughts. Try out a few shapes and see what emotions they convey.\n\n\n\nPeople\n\nRemember, we\u2019re aiming for communication rather than realism here. A stick man would be fine. Give him a solid body, as shown in this example, and it becomes easier to pose him.\n\n\n\nI know you think hands are hard, but they\u2019re quite important to convey some ideas, and for our purposes we don\u2019t need to draw hands with any detail. An oval with a stick does the job of a pointing hand. Close-ups might need more fingers showing, but still don\u2019t require any degree of realism.\n\nSignage\n\nDon\u2019t be afraid to use words. We\u2019re sketching to communicate, so if the easiest way to show an office block is a building with a big \u2018office\u2019 sign on the roof, that\u2019s fine!\n\n\n\nLabels\n\nLikewise, feel free to label interactions. Use upper-case letters for legibility and slightly angle the horizontal bars upwards to create a more positive feel.\n\nClich\u00e9s\n\nClich\u00e9s are your friend! Someone\u2019s having an idea? Light bulb above the head. Computer\u2019s crashed? Cloud of smoke with \u201c$\u00a3%*!\u201d\n\n\n\n\n\nIt\u2019s good to practise regularly. Try applying these principles to still life, too. Look around you now and draw the cup on the table, or the books on the shelf. Think of it as a combination of shapes and aim for symbolism rather than realism, and it\u2019s not as hard as you\u2019d think.\n\nI hope this has given you the confidence to give it a shot, and the ability to at least not be mortified with the results!\n\nTip: If you\u2019re involving clients in design games like Leisa Reichelt\u2019s \u2018Design Consequences\u2019 it may be wise to tone down the quality of your drawings at that point so they don\u2019t feel intimidated. Remember, it\u2019s important for them to feel at ease with the idea of wireframing in front of you and their colleagues, no matter how bad their line work.\n\nFor more information see davegrayinfo.com \u2013 Dave Gray taught me everything I know :-)", "year": "2010", "author": "Paul Annett", "author_slug": "paulannett", "published": "2010-12-19T00:00:00+00:00", "url": "https://24ways.org/2010/sketching-to-communicate/", "topic": "business"}
{"rowid": 228, "title": "The Great Unveiling", "contents": "The moment of unveiling our designs should be among our proudest, but it never seems to work out that way. Instead of a chance to show how we can bring our clients\u2019 visions to life, critique can be a tense, worrying ordeal. And yes, the stakes are high: a superb design is only superb if it goes live. Mismanage the feedback process and your research, creativity and hard work can be wasted, and your client may wonder whether you\u2019ve been worth the investment.\n\nThe great unveiling is a pivotal part of the design process, but it needn\u2019t be a negative one. Just as usability testing teaches us whether our designs meet user needs, presenting our work to clients tells us whether we\u2019ve met important business goals. So how can we turn the tide to make presenting designs a constructive experience, and to give good designs a chance to shine through?\n\nTiming is everything\n\nFirst, consider when you should seek others\u2019 opinions. Your personal style will influence whether you show early sketches or wait to demonstrate something more complete. Some designers thrive at low fidelity, sketching out ideas that, despite their rudimentary nature, easily spark debate. Other designers take time to create more fully-realised versions. Some even argue that the great unveiling should be eliminated altogether by working directly alongside the client throughout, collaborating on the design to reach its full potential. \n\nWhatever your individual preference, you\u2019ll rarely have the chance to do it entirely your own way. Contracts, clients, and deadlines will affect how early and often you share your work. However, try to avoid the trap of presenting too late and at too high fidelity. My experience has taught me that skilled designers tend to present their work earlier and allow longer for iteration than novices do. More aware of the potential flaws in their solutions, these designers cling less tightly to their initial efforts. Working roughly and seeking early feedback gives you the flexibility to respond more fully to nuances you may have missed until now.\n\nPlanning design reviews\n\nPresent design ideas face-to-face, or at least via video conference. Asynchronous methods like e-mail and Basecamp are slow, easily ignored, and deny you the opportunity to guide your colleagues through your work. In person, you profit from both the well-known benefits of non-verbal communication, and the chance to immediately respond to questions and elaborate on rationale.\n\nBe sure to watch the numbers at your design review sessions, however. Any more than a handful of attendees and the meeting could quickly spiral into fruitless debate. Ask your project sponsor to appoint a representative to speak on behalf of each business function, rather than inviting too many cooks.\n\nWhere possible, show your work in its native format. Photocopy hand-drawn sketches to reinforce their disposability (the defining quality of a sketch) and encourage others to scribble their own thoughts on top. Show digital deliverables \u2013 wireframes, design concepts, rich interactions \u2013 on screen. The experience of a design is very different on screen than on paper. A monitor has appropriate dimensions and viewport size, presenting an accurate picture of the design\u2019s visual hierarchy, and putting interactive elements in the right context. On paper, a link is merely underlined text. On screen, it is another step along the user\u2019s journey.\n\nDon\u2019t waste time presenting multiple concepts. Not only is it costly to work up multiple concepts to the level required for fair appraisal, but the practice demonstrates a sorry abdication of responsibility. Designers should be custodians of design. Asking for feedback on multiple designs turns the critique process into a beauty pageant, relinquishing a designer\u2019s authority. Instead of rational choices that meet genuine user and business needs, you may be stuck with a Frankensteinian monstrosity, assembled from incompatible parts: \u201cThis header plus the whizzy bit from Version C\u201d.\n\nThis isn\u2019t to say that you shouldn\u2019t explore lots of ideas yourself. Divergent thinking early in the design process is the only way to break free of the clich\u00e9d patterns and fads that so often litter mediocre sites. But you must act as a design curator, choosing the best of your work and explaining its rationale clearly and succinctly. Attitude, then, is central to successful critique. It can be difficult to tread the fine line between the harmful extremes of doormat passivity and prima donna arrogance. Remember that you are the professional, but be mindful that even experts make mistakes, particularly when \u2013 as with all design projects \u2013 they don\u2019t possess all the relevant information in advance. Present your case with open-minded confidence, while accepting that positive critique will make your design (and ultimately your skills) stronger.\n\nThe courage of your convictions\n\nUltimately, your success in the feedback process, and indeed in the entire design process, hinges upon the rationale you provide for your work. Ideally, you should be able to refer to your research \u2013 personas, usability test findings, analytics \u2013 to support your decisions. To keep this evidence in mind, print it out to share at the design review, or include it in your presentation. Explain the rationale behind the most important decisions before showing the design, so that you can be sure of the full attention of your audience.\n\nOnce you\u2019ve covered these points, display your design and walk through the specific features of the page. A little honesty goes a long way here: state your case as strongly as your rationale demands. Sure of your reasoning? Be strong. Speculating an approach based on a hunch? Say so, and encourage your colleagues to explore the idea with you and see where it leads.\n\nOf course, none of these approaches should be sacrosanct. A proficient designer must be able to bend his or her way of working to suit the situation at hand. So sometimes you\u2019ll want to ignore these rules of thumb and explore your own hunches as required. More power to you. As long as you think as clearly about the feedback process as you have about the design itself, you\u2019ll be able to enjoy the great unveiling as a moment to be savoured, not feared.", "year": "2010", "author": "Cennydd Bowles", "author_slug": "cennyddbowles", "published": "2010-12-12T00:00:00+00:00", "url": "https://24ways.org/2010/the-great-unveiling/", "topic": "business"}
{"rowid": 266, "title": "Collaborative Development for a Responsively Designed Web", "contents": "In responsive web design we\u2019ve found a technique that allows us to design for the web as a medium in its own right: one that presents a fluid, adaptable and ever changing canvas.\n\nUntil this point, we gave little thought to the environment in which users will experience our work, caring more about the aggregate than the individual. The applications we use encourage rigid layouts, whilst linear processes focus on clients signing off paintings of websites that have little regard for behaviour and interactions. The handover of pristine, pixel-perfect creations to developers isn\u2019t dissimilar to farting before exiting a crowded lift, leaving front-end developers scratching their heads as they fill in the inevitable gaps. If you haven\u2019t already, I recommend reading Drew\u2019s checklist of things to consider before handing over a design.\n\nSomehow, this broken methodology has survived for the last fifteen years or so. Even the advent of web standards has had little impact. Now, as we face an onslaught of different devices, the true universality of the web can no longer be ignored.\n\nResponsive web design is just the thin end of the wedge. Largely concerned with layout, its underlying philosophy could ignite a trend towards interfaces that adapt to any number of different variables: input methods, bandwidth availability, user preference \u2013 you name it!\n\nWith such adaptability, a collaborative and iterative process is required. Ethan Marcotte, who worked with the team behind the responsive redesign of the Boston Globe website, talked about such an approach in his book:\n\n\n\tThe responsive projects I\u2019ve worked on have had a lot of success combining design and development into one hybrid phase, bringing the two teams into one highly collaborative group.\n\n\nWhilst their process still involved the creation of desktop-centric mock-ups, these were presented to the entire team early on, where questions about how pages might adapt and behave at different sizes were asked. Mock-ups were quickly converted into HTML prototypes, meaning further decisions could be based on usage rather than guesswork (and endless hours spent in Photoshop).\n\nRegardless of the exact process, it\u2019s clear that the relationship between our two disciplines is more crucial than ever. Yet, historically, it seems a wedge has been driven between us \u2013 perhaps a result of segregation and waterfall-style processes \u2013 resulting in animosity.\n\nSo how can we improve this relationship? Ultimately, we\u2019ll need to adapt, but even within existing workflows we can start to overlap. Simply adjusting our attitude can effect change, and bring design and development teams closer together.\n\n\n\tGood design is constant contact.\n\n\tMark Otto\n\n\nThe way we work needs to be more open and inclusive. For example, ensuring members of the development team attend initial kick-off meetings and design workshops will not only ensure technical concerns are raised, but mean that those implementing our designs better understand the problems we\u2019re trying to solve.\n\nIt can also be useful at this stage to explain how you work and the sort of deliverables you expect to produce. This will give developers a chance to make recommendations on how these can be optimized for their own needs.\n\nYou may even find opportunities to share the load. On a recent project I worked on, our development partners offered to produce the interactive prototypes needed for user testing. This allowed us to concentrate on refining the experience, whilst they were able to get a head start on building the product.\n\nWhile developers should be involved at the beginning of projects, it\u2019s also important that designers are able to review and contribute to a product as it\u2019s being built. Any handover should be done in person, and ideally you\u2019ll have a day set aside to do so. Having additional budget available for follow-up design reviews is also recommended. Learning how to use version control tools like Subversion or Git will allow you to work within the same environment as developers, and allow you to contribute code or graphic assets directly to a project if needed.\n\nDon\u2019t underestimate the benefits of designer and developer sitting next to each other. Subtle nuances can be explored far more easily than if they were conducted over email or phone. As Ethan writes, \u201c\u2018Design\u2019 is the means, not merely the end; the path we walk over the course of a project, the choices we make\u201d.\n\nIt\u2019s from collaboration like this that I\u2019ve become fond of producing visual style guides. These demonstrate typographic treatments for common markup and patterns (blockquotes, lists, pagination, basic form controls and so on). Thinking in terms of components rather than individual pages not only fits in better with how a developer will implement a site, but can also ensure your design works as a coherent whole.\n\nDespite the amount of research and design produced, when it comes to the crunch, there will always be a need for compromise. As the old saying goes, \u2018fast, cheap and good \u2013 pick two.\u2019 It\u2019s important that you know which pieces are crucial to a design and which areas can allow for movement. Pick your battles wisely. Having an agreed set of design principles can be useful when making such decisions, as they help everyone focus on the goals of the project.\n\n\n\tThe best compromises are reached when both sides understand the issues of the other.\n\n\tRichard Rutter\n\n\nUltimately, better collaboration comes through a shared understanding of the different competencies required to build a website. Instead of viewing ourselves in terms of discrete roles, we should instead look to emphasize our range of abilities, and work with others whose skills are complementary.\n\nPerhaps somebody who actively seeks to broaden their knowledge is the mark of a professional. Seek these people out.\n\nThe best developers I\u2019ve worked with have a respect for design, probably having attempted to do some themselves! Having wrangled with a few MySQL databases myself, I certainly believe the obverse is true. While knowing HTML won\u2019t necessarily make you a better designer, it will help you understand the issues being faced by a front-end developer and, more importantly, allow you to offer solutions or alternative approaches.\n\nSo take a moment to think about how you work with developers and how you could improve your relationship with them. What are you doing to ease the path towards our collaborative future?", "year": "2011", "author": "Paul Lloyd", "author_slug": "paulrobertlloyd", "published": "2011-12-05T00:00:00+00:00", "url": "https://24ways.org/2011/collaborative-development-for-a-responsively-designed-web/", "topic": "business"}
{"rowid": 270, "title": "From Side Project to Not So Side Project", "contents": "In the last article I wrote for 24 ways, back in 2009, I enthused about the benefits of having a pet project, suggesting that we should all have at least one so that we could collaborate with our friends, escape our day jobs, fulfil our own needs, help others out, raise our profiles, make money, and \u2014 most importantly \u2014 have fun. I don\u2019t think I need to offer any further persuasions: it seems that designers and developers are launching their own pet projects left, right and centre. This makes me very happy.\n\nHowever, there still seems to be something of a disconnect between having a side project and turning it into something that is moderately successful; in particular, the challenge of making enough money to sustain the project and perhaps even elevating it from the sidelines so that it becomes something not so on the side at all.\n\nBefore we even begin this, let\u2019s spend a moment talking about money, also known as\u2026\n\nEvil, nasty, filthy money\n\nOver the last couple of years, I\u2019ve started referring to myself as an accidental businessman. I say accidental because my view of the typical businessman is someone who is driven by money, and I usually can\u2019t stand such people. Those who are motivated by profit, obsessed with growth, and take an active interest in the world\u2019s financial systems don\u2019t tend to be folks with whom I share a beer, unless it\u2019s to pour it over them. Especially if they\u2019re wearing pinstriped suits.\n\nThat said, we all want to make money, don\u2019t we? And most of us want to make a relatively decent amount, too. I don\u2019t think there\u2019s any harm in admitting that, is there? Hello, I\u2019m Elliot and I\u2019m a capitalist.\n\nThe key is making money from doing what we love. For most people I know in our community, we\u2019ve already achieved that \u2014 I\u2019m hard-pressed to think of anyone who isn\u2019t extremely passionate about working in our industry and I think it\u2019s one of the most positive, unifying benefits we enjoy as a group of like-minded people \u2014 but side projects usually arise from another kind of passion: a passion for something other than what we do as our day jobs. Perhaps it\u2019s because your clients are driving you mental and you need a break; perhaps it\u2019s because you want to create something that is truly your own; perhaps it\u2019s because you\u2019re sick of seeing your online work disappear so fast and you want to try your hand at print in order to make a more permanent mark.\n\nThe three factors I listed there led me to create 8 Faces, a printed magazine about typography that started as a side project and is now a very significant part of my yearly output and income.\n\nLike many things that prove fruitful, 8 Faces\u2019 success was something of an accident, too. For a start, the magazine was never meant to be profitable; its only purpose at all was to scratch my own itch. Then, after the first issue took off and I realized how much time I needed to spend in order to make the next one decent, it became clear that I would have to cover more than just the production costs: I\u2019d have to take time out from client work as well. Doing this meant I\u2019d have to earn some money. Probably not enough to equate to the exact amount of time lost when I could be doing client work (not that you could ever describe time as being lost when you work on something you love), but enough to survive; for me to feel that I was getting paid while doing all of the work that 8 Faces entailed. The answer was to raise money through partnerships with some cool companies who were happy to be associated with my little project.\n\nA sustainable business model\n\nBusiness model! I can\u2019t believe I just wrote those words! But a business model is really just a loose plan for how not to screw up. And all that stuff I wrote in the paragraph above about partnering with companies so I could get some money in while I put the magazine together? Well, that\u2019s my business model. \n\nIf you\u2019re making any product that has some sort of production cost, whether that\u2019s physical print run expenses or up-front dev work to get an app built, covering those costs before you even release your product means that you\u2019ll be in profit from the first copy you sell. This is no small point: production expenses are pretty much the only cost you\u2019ll ever need to recoup, so having them covered before you launch anything is pretty much the best possible position in which you could place yourself. Happy days, as Jamie Oliver would say.\n\nObtaining these initial funds through partnerships has another benefit. Sure, it\u2019s a form of advertising but, done right, your partners can potentially provide you with great content, too. In the case of 8 Faces, the ads look as nice as the rest of the magazine, and a couple of our partners also provide proper articles: genuinely meaningful, relevant, reader-pleasing articles at that. You\u2019d be amazed at how many companies are willing to become partners and, as the old adage goes, if you don\u2019t ask, you don\u2019t get.\n\nWith profit comes responsibility\n\nDon\u2019t forget about the responsibility you have to your audience if you engage in a relationship with a partner or any type of advertiser: although I may have freely admitted my capitalist leanings, I\u2019m still essentially a hairy hippy, and I feel that any partnership should be good for me as a publisher, good for the partner and \u2014 most importantly \u2014 good for the reader. Really, the key word here is relevance, and that\u2019s where 99.9% of advertising fails abysmally. \n\n(99.9% is not a scientific figure, but you know what I\u2019m on about.)\n\nThe main grey area when a side project becomes profitable is how you share that profit, partly because \u2014 in my opinion, at least \u2014 the transition from non-profitable side project to relatively successful source of income can be a little blurred. Asking for help for nothing when there\u2019s no money to be had is pretty normal, but sometimes it\u2019s easy to get used to that free help even once you start making money. I believe the best approach is to ask for help with the promise that it will always be rewarded as soon as there\u2019s money available. (Oh, god: this sounds like one of those nightmarish client proposals. It\u2019s not, honest.) If you\u2019re making something cool, people won\u2019t mind helping out while you find your feet.\n\nEvents often think that they\u2019re exempt from sharing profit. Perhaps that\u2019s because many event organizers think they\u2019re doing the speakers a favour rather than the other way around (that\u2019s a whole separate article), but it\u2019s shocking to see how many people seem to think they can profit from content-makers \u2014 speakers, for example \u2014 and yet not pay for that content. It was for this reason that Keir and I paid all of our speakers for our Insites: The Tour side project, which we ran back in July. We probably could\u2019ve got away without paying them, especially as the gig was so informal, but it was the right thing to do.\n\nIn conclusion: money as a by-product\n\nLet\u2019s conclude by returning to the slightly problematic nature of money, because it\u2019s the pivot on which your side project\u2019s success can swing, regardless of whether you measure success by monetary gain. I would argue that success has nothing to do with profit \u2014 it\u2019s about you being able to spend the time you want on the project. Unfortunately, that is almost always linked to money: money to pay yourself while you work on your dream idea; money to pay for more servers when your web app hits the big time; money to pay for efforts to get the word out there. The key, then, is to judge success on your own terms, and seek to generate as much money as you see fit, whether it\u2019s purely to cover your running costs, or enough to buy a small country. There\u2019s nothing wrong with profit, as long as you\u2019re ethical about it. (Pro tip: if you\u2019ve earned enough to buy a small country, you\u2019ve probably been unethical along the way.)\n\nThe point at which individuals and companies fail \u2014 in the moral sense, for sure, but often in the competitive sense, too \u2014 is when money is the primary motivation. It should never be the primary motivation. If you\u2019re not passionate enough about something to do it as an unprofitable side project, you shouldn\u2019t be doing it all. \n\nEarning money should be a by-product of doing what you love. And who doesn\u2019t want to spend their life doing what they love?", "year": "2011", "author": "Elliot Jay Stocks", "author_slug": "elliotjaystocks", "published": "2011-12-22T00:00:00+00:00", "url": "https://24ways.org/2011/from-side-project-to-not-so-side-project/", "topic": "business"}
{"rowid": 268, "title": "Getting the Most Out of Google Analytics", "contents": "Something a bit different for today\u2019s 24 ways article. For starters, I\u2019m not a designer or a developer. I\u2019m an evil man who sells things to people on the internet. Second, this article will likely be a little more nebulous than you\u2019re used to, since it covers quite a number of points in a relatively short space. \n\nThis isn\u2019t going to be the complete Google Analytics Conversion University IQ course compressed into a single article, obviously. What it will be, however, is a primer on setting up and using Google Analytics in real life, and a great deal of what I\u2019ve learned using Google Analytics nearly every working day for the past six (crikey!) years.\n\nAlso, to be clear, I\u2019ll be referencing new Google Analytics here; old Google Analytics is for loooosers (and those who want reliable e-commerce conversion data per site search term, natch).\n\nYou may have been running your Analytics account for several years now, dipping in and out, checking traffic levels, seeing what\u2019s popular\u2026 and that\u2019s about it. Google Analytics provides so much more than that, but the number of reports available can often intimidate users, and documentation and case studies on their use are minimal at best. \n\nLet\u2019s start! Setting up your Analytics profile\n\nBefore we plough on, I just want to run through a quick checklist that some basic settings have been enabled for your profile. If you haven\u2019t clicked it, click the big cog on the top-right of Google Analytics and we\u2019ll have a poke about.\n\n\n\tIf you have an e-commerce site, e-commerce tracking has been enabled\u2028\n\tIf your site has a search function, site search tracking has been enabled.\n\tQuery string parameters that you do not want tracked as separate pages have been excluded (for example, any parameters needed for your platform to function, otherwise you\u2019ll get multiple entries for the same page appearing in your reports)\n\tFilters have been enabled on your main profile to exclude your office IP address and any IPs of people who frequently access the site for work purposes. In decent numbers they tend to throw data off a tad.\u2028\n\tYou may also find the need to set up multiple profiles prefiltered for specific audience segments. For example, at Lovehoney we have seventeen separate profiles that allow me quick access to certain countries, devices and traffic sources without having to segment first. You\u2019ll also find load time for any complex reports much improved. Use the same filter screen as above to set up a series of profiles that only include, say, mobile visits, or UK visitors, so you can quickly analyse important segments.\n\n\nMatt, what\u2019s a segment?\n\nA segment is a subsection of your visitor base, which you define and then call on in reports to see specific data for that subsection. For example, in this report I\u2019ve defined two segments, the first for IE6 users and the second for IE7.\n\n\n\nSegments are easily created by clicking the Advanced Segments tabs at the top of any report and clicking +New Custom Segment.\n\n\n\nWhat does your site do?\n\nUnderstanding the goals of your site is an oft-covered topic, but it\u2019s necessary not just to form a better understand of your business and prioritize your time. Understanding what you wish visitors to do on your site translates well into a goal-driven analytics package like Google Analytics.  \n\nEvery site exists essentially to sell something, either financially through e-commerce, or to sell an idea or impart information, get people to download a CV or enquire about service, or to sell space on that website to advertisers. If the site did not provide a positive benefit to its owners, it would not have a reason for being. \n\nOnce you have understood the reason why you have a site, you can map that reason on to one of the three goal types Google Analytics provides. \n\nE-commerce \n\nThis conversion type registers transactions as part of a sales process which requires a monetary value, what products have been bought, an SKU (stock keeping unit), affiliation (if you\u2019re then attributing the sale to a third party or franchise) and so on.\n\nThe benefit of e-commerce tracking is not only assigning non-arbitrary monetary value to behaviour of visitors on your site, as well as being able to see ancillary costs such as shipping, but seeing product-level information, like which products are preferred from various channels, popular categories, and so on.\n\n\n\nHowever, I find the e-commerce tracking options also useful for non-e-commerce sites. For example, if you\u2019re offering downloads or subscriptions and having an email address or user\u2019s details is worth something to you, you can set up e-commerce tracking to understand how much value your site is bringing. For example, an email address might be worth 20p to you, but if it also includes a name it\u2019s worth 50p. A contact telephone number is worth \u00a32, and so on.\n\nPage goals\n\nPage goals, unsurprisingly, track a visit to a page (often with a sequence of pages leading up to that page). This is what\u2019s referred to as a goal funnel, and is generally used to track how visitors behave in a multistep checkout. \n\n\n\nInterestingly, the page doesn\u2019t have to actually exist. For example, if you have a single page checkout, you can register virtual page views using trackPageview() when a visitor clicks into a particular section of the checkout or other form. If your site is geared towards getting someone to a particular page, but where there isn\u2019t a transaction (for example, a subscription page) this is for you.\n\nThere are also behavioural goals, such as time on site and number of pages viewed, which are geared towards sites that make money from advertising.\n\nBut, going back to the page goals, these can be abstracted using regular expressions, meaning that you can define a funnel based on page type rather than having to set individual folders.\n\n\n\nIn this example, I\u2019ve created regexes for the main page types on my site, so I can create a wide funnel that captures visitors from where they enter through to checkout.\n\nEvents\n\nEvent tracking registers a predefined event, such as playing a video, or some interaction that can trigger JavaScript, such as a Tweet This button. Events can then be triggered using the trackEvent() call. If you want someone to complete watching a video, you would code your player to fire trackEvent() upon completion. \n\nWhile I don\u2019t use events as goals, I use events elsewhere to see how well a video play aids to conversion. This not only helps me justify the additional spend on creating video content, but also quickly highlights which videos are underperforming as sales tools.\n\n\n\nWhat a visitor can tell you\n\n\u2028Now you have some proper goals set up, we can start to see how changes in content (on-site and external) affect those goals. \n\nUltimately, when a visitor comes to your site, they bring information with them:\n\n\n\twhere they came from (a search engine \u2013 including: keyword searched for; a referral; direct; affiliate; or ad campaign)\n\tdemographics (country; whether they\u2019re new or returning, within thirty days)\n\ttechnical information (browser; screen size; device; bandwidth)\n\tsite-specific information (landing page; next click; previous values assigned to them as custom variables*)\n\n\n * A note about custom variables. There\u2019s no hope in hell that I can cover custom variables in this article. Go research them. Custom variables are the single best way to hack Google Analytics and bend it to your will. Custom variables allow you to record anything you want about a visitor, which that visitor will then carry around with them between visits. It\u2019s also great for plugging other services into Google Analytics (as shown by the marvelous way Visual Website Optimizer allows you to track and segment tests within the GA interface). Just make sure not to breach the terms of service, eh?\n\nCSI your website\n\nPolice procedural TV shows are all the same: the investigators are called to a crime and come across a clue; there\u2019s then an autopsy; new evidence leads them to a new location; they find a new clue; they put two and two together; they solve the mystery.\n\nThis is your life now. Exciting!\n\nSo, now you\u2019re gathering a wealth of information about what sort of people visit your site, what they do when they\u2019re there, and what eventually gets them to drive value to you. It\u2019s now your job to investigate all these little clues to see which types of people drive the most value, and what you can change to improve it.\n\nMaybe not that exciting.\n\nHowever, Google Analytics comes pre-armed with extensive reports for you to delve into. As an e-commerce guy (as opposed to a page goal guy) my day pretty much follows the pattern below.\n\n\n\tLook at e-commerce conversion rate by traffic source compared to the same day in the previous week and previous month. As ours is an e-commerce site, we have weekly and monthly trends. A big spike on Sundays and Mondays, and payday towards the end of the month is always good; on the third week of a month there tends to be a lull. Spend time letting your Google Analytics data brew, understand your own trends and patterns, and you\u2019ll start to get a feel for when something isn\u2019t quite right.\n\t\n\t\tTraffic Sources \u2192 Sources \u2192 All Traffic\n\t\n\tLook at the conversion rate by landing page for any traffic source that feels significantly different to what\u2019s expected. Check bounce rates, drill down to likely landing pages and check search keyword or referral site to see if it\u2019s a particular subset of visitor. You can do this by clicking Secondary Dimension and choosing Keyword or Source. If it\u2019s direct, choose Visitor Type to break down by new or returning visitor.\n\t\n\t\tContent \u2192 Site Content \u2192 Landing Pages\n\t\n\tI then tend to flip into Content Drilldown to see what the next clicks were from those landing pages, and whether they changed significantly to the date I\u2019m comparing with. If they have, that\u2019s usually an indicator of changed content (or its relevancy). Remember, if a bunch of people have found their way to your page via a method you\u2019re not expecting (such as a mention on a Spanish radio station \u2013 this actually happened to me once), while the content hasn\u2019t changed, the relevancy of it to the audience may have.\n\t\n\t\tContent \u2192 Site Content \u2192 Content Drilldown\n\t\n\tOnce I have an idea of what content was consumed, and whether it was relevant to the user, I then look at the visitor specifics, such as browser or demographic data, to see again whether the change was limited to a specific subset. Site speed, for example, is normally a good factor towards bounce rate, so compare that with previous data as well.\n\n\nNow, to be investigating at this level you still need a serious amount of data, in order to tell what\u2019s a significant change or not. If you\u2019re struggling with a small number of visitors, you might find reporting on a weekly or fortnightly basis more appropriate. \n\nHowever, once you\u2019ve looked into the basics of why changes happen to the value of your site, you\u2019ll soon find yourself limited by the reports offered in Standard Reporting. So, it\u2019s time to build your own. Hooray!\n\nCustom reporting\n\nGoogle Analytics provides the tools to build reports specific to the types of investigations you frequently perform. \n\n\n\nWelcome to my world.\n\nCustom reports are quite simple to build: first, you determine the metric you want the report to cover (number of visitors, bounce rate, conversion rate, and so on), then choose a set of dimensions that you\u2019d like to segment the report by (say, the source of the traffic, and whether they were new or returning users). You can filter the report, including or excluding particular dimension values, and you can assign the report to any of the profiles you created earlier. \n\nIn the example below, I\u2019ve created a report that shows me visits and conversion rate for any Google traffic that landed directly only on a product page. I can then drill down on each product page to see the complete phrases use to search. I can use this information in two ways:\n\n\n\tI can see which products aren\u2019t converting, which shows me where I need to work harder on merchandising.\n\tI can give this information to my content team, showing them the actual phrases visitors used to reach our product content, helping them write better targeted product descriptions.\n\n\n\n\nThe possibilities here are nearly endless, but here are a few examples of reports I find useful:\n\n\n\tNon-brand inbound search\nBy creating a report that shows inbound search traffic which doesn\u2019t include your brand, you can see more clearly the behaviour of visitors most likely to be unfamiliar with your site and brand values, without having to rely on the clumsy new or returning demographic date.\n\tTraffic/conversion/sales by hour\nThis is pure stats porn, but actually more useful than real-time data. By seeing this data broken down at an hourly level, you can not only compare the current day to previous days, but also see the best performing times for email broadcasts and tweets.\n\tVisits, load time, conversion and sales by page and browser\nPage speed can often kill conversion rates, but it\u2019s difficult to prove the value of focusing on speed in monetary terms. Having this report to hand helps me drive Operation Greenbelt, our effort to get into the sub-1.5 second band in Google Webmaster Tools.\n\n\nUseful things you can\u2019t do in custom reporting\n\nIf you have a search function on your website, then Conversion Rate and Products Bought by Site Search Term is an incredibly useful report that allows you to measure the effectiveness of your site\u2019s search engine at returning products and content related to the search term used. By including the products actually bought by visitors who searched for each term, you can use this information to better searchandise these results, escalating high propensity and high value products to the top of the results.\n\nHowever, it\u2019s not possible to get this information out of new Google Analytics. \n\nTry it, select the following in the report builder:\n\n\n\tMetrics: total unique searches; e-commerce or goal conversion rate\n\tDimensions: search term; product\n\n\nYou\u2019ll see that the data returned is a little nonsensical, though a 2,000% conversion rate would be nice. However, you can get more accurate information using advanced segments. By creating individual segments to define users who have searched for a particular term, you can run the sales performance and product performance reports as normal. It\u2019s laborious, but it teaches a good lesson: data that seems inaccessible can normally be found another way!\n\nReporting infrastructure\n\nNow that you have a series of reports that you can refer to on a daily or weekly basis, it\u2019s time to put together a regular reporting infrastructure. \n\nEven if you\u2019re not reporting to someone, having a set of key performance indicators that you can use to see how your performance is improving over time allows you to set yourself business goals on a monthly and annual basis.\n\nFor my own reporting, I take some high-level metrics (such as visitors, conversion rate and average order value), and segment them by traffic source and, separately, landing page. These statistics I record weekly and report:\n\n\n\tcurrent week compared with previous week\n\tsame week previous year (if available)\n\t4 week average\n\t13 week average\n\t52 week average (if available)\n\n\nThis takes into account weekly, monthly, seasonal and annual trends, and gives you a much clearer view of your performance.\n\nGetting data in other ways\n\nIf you\u2019re using Google Analytics frequently, with any large site you\u2019ll come to a couple of conclusions:\n\n\n\tDoing any kind of practical comparative analysis is unwieldy.\n\tBoy, Google Analytics is slow!\n\n\nAs you work with bigger datasets and put together more complex queries, you\u2019ll see the loading graphic more than you\u2019ll see actual data. So when you reach that level, there are ways to completely bypass the Google Analytics interface altogether, and get data into your own spreadsheet application for manipulation.\n\nData Feed Query Explorer\n\nIf you just want to pull down some quick statistics but still use complex filters and exotic metric and dimension combinations, the Data Feed Query Explorer is the quickest way of doing so. Authenticate with your Google Analytics account, select a profile, and you can start selecting metrics and dimensions to be generated in a handy, selectable tabulated format.\n\nGoogle Analytics API\n\nIf you\u2019re feeling clever, you can bypass having to copy and paste data by pulling in directly into Excel, Google Docs or your own application using the Google Analytics API. There are several scripts and plugins available to do this. I use Automate Analytics Google Docs code (there\u2019s also a paid version that simplifies setup and creates some handy reports for you).\n\nNew shiny things\n\nWell, now that that\u2019s over, I can show you some cool stuff. Well, at least it\u2019s cool to me. Google Analytics is being constantly improved and new functionality is introduced nearly every month. Here are a couple of my favourites.\n\nMultichannel attribution\n\nNot every visitor converts on your site on the first visit. They may not even do so on the second visit, or third. If they convert on the fourth visit, but each time they visit they do so via a different channel (for example, Search PPC, Search Organic, Direct, Email), which channel do you attribute the conversion to? The last channel, or the first? Dilemma!  \n\nGoogle now has a Multichannel Attribution report, available in the Conversion category, which shows how each channel assists in converting, the overlap between channels, and where in the process that channel was important. \n\n\n\nFor example, you may have analysed your blog traffic from Twitter and become disheartened that not many people were subscribing after visiting from Twitter links, but instead your high-value subscribers were coming from natural search. On the face of it, you\u2019d spend less time tweeting, but a multichannel report may tell you that visitors first arrived via a Twitter link and didn\u2019t subscribe, but then came back later after searching for your blog name on Google, after which they did. Don\u2019t pack Twitter in yet!\n\nVisitor and goal flow\n\nVisitor and goal flow are amazing reports that help you visualize the flow of traffic through your site and, ultimately, into your checkout funnel or similar goal path. Flow reports are perfect for understanding drop-off points in your process, as well as what the big draws are on each page. \n\n\n\nPreviously, if you wanted to visualize this data you had to set up several abstracted microgoals and chain them together in custom reports. Frankly, it was a pain in the arse and burned through your precious and limited goal allocation.\n\nVisitor flow bypasses all that and produces the report in an interactive flow diagram. While it doesn\u2019t show you the holy grail of conversion likelihood by each path, you can segment visitor flow so that you can see very specifically how different segments of your visitor base behave.\n\nGo play with it now!", "year": "2011", "author": "Matt Curry", "author_slug": "mattcurry", "published": "2011-12-18T00:00:00+00:00", "url": "https://24ways.org/2011/getting-the-most-out-of-google-analytics/", "topic": "business"}
{"rowid": 281, "title": "Nine Things I've Learned", "contents": "I\u2019ve been a professional graphic designer for fourteen years and for just under four of those a professional web designer. Like most designers I\u2019ve learned a lot in my time, both from a design point of view and in business as freelance designer. A few of the things I\u2019ve learned stick out in my mind, so I thought I\u2019d share them with you. They\u2019re pretty random and in no particular order.\n\n1. Becoming the designer you want to be\n\nWhen I started out as a young graphic designer, I wanted to design posters and record sleeves, pretty much like every other young graphic designer. The problem is that the reality of the world means that when you get your first job you\u2019re designing the back of a paracetamol packet or something equally weird. I recently saw a tweet that went something like this: \u201cYou\u2019ll never become the designer you always dreamt of being by doing the work you never wanted to do\u201d. This is so true; to become the designer you want to be, you need to be designing the things you\u2019re passionate about designing. This probably this means working in the evenings and weekends for little or no money, but it\u2019s time well spent. Doing this will build up your portfolio with the work that really shows what you can do! Soon, someone will ask you to design something based on having seen this work. From this point, you\u2019re carving your own path in the direction of becoming the designer you always wanted to be.\n\n2. Compete on your own terms\n\nAs well as all being friends, we are also competitors. In order to win new work we need a selling point, preferably a unique selling point. Web design is a combination of design disciplines \u2013 user experience design, user interface Design, visual design, development, and so on. Some companies will sell themselves as UX specialists, which is fine, but everyone who designs a website from scratch does some sort of UX, so it\u2019s not really a unique selling point. Of course, some people do it better than others.\n\nOne area of web design that clients have a strong opinion on, and will judge you by, is visual design. It\u2019s an area in which it\u2019s definitely possible to have a unique selling point. Designing the visual aesthetic for a website is a combination of logical decision making and a certain amount of personal style. If you can create a unique visual style to your work, it can become a selling point that\u2019s unique to you.\n\n3. How much to charge and staying motivated\n\nWhen you\u2019re a freelance designer one of the hardest things to do is put a price on your work and skills. Finding the right amount to charge is a fine balance between supplying value to your customer and also charging enough to stay motivated to do a great job. It\u2019s always tempting to offer a low price to win work, but it\u2019s often not the best approach: not just for yourself but for the client as well.\n\nA client once asked me if I could reduce my fee by \u00a31,000 and still be motivated enough to do a good job. In this case the answer was yes, but it was the question that resonated with me. I realized I could use this as a gauge to help me price projects. Before I send out a quote I now always ask myself the question \u201cIs the amount I\u2019ve quoted enough to make me feel motivated to do my best on this project?\u201d I never send out a quote unless the answer is yes. In my mind there\u2019s no point in doing any project half-heartedly, as every project is an opportunity to build your reputation and expand your portfolio to show potential clients what you can do. Offering a client a good price but not being prepared to put everything you have into it, isn\u2019t value for money.  \n\n4. Supplying the right design\n\nWhen I started out as a graphic designer it seemed to be the done thing to supply clients with a ton of options for their logo or brochure designs. In a talk given by Dan Rubin, he mentioned that this was a legacy of agencies competing with each other in a bid to create the illusion of offering more value for money. Over the years, I\u2019ve realized that offering more than one solution makes no sense. The reason a client comes to you as a designer is because you\u2019re the person than can get it right. If I  were to supply three options, I\u2019d be knowingly offering my client at least two options that I didn\u2019t think worked.\n\nTo this day I still get asked how many homepage design options I\u2019ll supply for the quoted amount. The answer is one. Of course, I\u2019m more than happy to iterate upon the design to fine-tune it and, on the odd occasion, I do revisit a design concept if I just didn\u2019t nail the design first time around. Your time is much better spent refining the right design option than rushing out three substandard designs in the same amount of time.\n\n5. Colour is key\n\nThere are many contributing factors that go into making a good visual design, but one of the simplest ways to do this is through the use of colour. The colour palette used in a design can have such a profound effect on a visual design that it almost feels like you\u2019re cheating. It\u2019s easy to add more and more subtle shades of colour to add a sense of sophistication and complexity to a design, but it dilutes the overall visual impact. When I design, I almost have a rule that only allows me to use a very limited colour palette. I don\u2019t always stick to it, but it\u2019s always in mind and something I\u2019m constantly reviewing through my design process.\n\n6. Creative thinking is central to good or boundary-pushing web design\n\nWhen we think of creativity in web design we often link this to the visual design, as there is an obvious opportunity to be creative in this area if the brief allows it. Something that I\u2019ve learnt in my time as a web designer is that there\u2019s a massive need for creative thinking in the more technical aspects of web design. The tools we use for building websites are there to be manipulated and used in creative ways to design exciting and engaging user experiences. Great developers are constantly using their creativity to push the boundaries of what can be done with CSS, jQuery and JavaScript. \n\nBeing creative and creative thinking are things we should embrace as an industry and they are qualities that can be found in anyone, whether they be a visual designer or Rails developer.\n\n7. Creative block: don\u2019t be afraid to get things wrong\n\nCreative block can be a killer when designing. It\u2019s often applied to visual design, which is more subjective. I suffer from creative block on a regular basis. It\u2019s hugely frustrating and can screw up your schedule. Having thought about what creative block actually is, I\u2019ve come to the conclusion that it\u2019s actually more of a lack of direction than a lack of ideas. You have ideas and solutions in mind but don\u2019t feel committed to any of them. You\u2019re scared that whatever direction you take, it\u2019ll turn out to be wrong. I\u2019ve found that the best remedy for this is to work through this barrier. It\u2019s a bit like designing with a blindfold on \u2013 you don\u2019t really know where you\u2019re going. If you stick to your guns and keep pressing forward I find that, nine times out of ten, this process leads to a solution. As the page begins to fill, the direction you\u2019re looking for slowly begins to take shape.\n\n8. You get better at designing by designing\n\nI often get emails asking me what books someone can read to help them become a better designer. There are a lot of good books on subjects like HTML5, CSS, responsive web design and the like, that will really help improve anyone\u2019s web design skills. But, when it comes to visual design, the best way to get better is to design as much as possible. You can\u2019t follow instructions for these things because design isn\u2019t following instructions. A large part of web design is definitely applying a set of widely held conventions, but there\u2019s another part to it that is invention and the only way to get better at this is to do it as much as possible.\n\n9. Self-belief is overrated\n\nThroughout our lives we\u2019re told to have self-belief. Self-belief and confidence in what we do, whatever that may be. The problem is that some people find it easier than others to believe in themselves. I\u2019ve spent years trying to convince myself to believe in what I do but have always found it difficult to have complete confidence in my design skills. Self-doubt always creeps in.\n\nI\u2019ve realized that it\u2019s ok to doubt myself and I think it might even be a good thing!  I\u2019ve realized that it\u2019s my self-doubt that propels me forward and makes me work harder to achieve the best results. The reason I\u2019m sharing this is because I know I\u2019m not the only designer that feels this way. You can spend a lot of time fighting self-doubt only to discover that it\u2019s your body\u2019s natural mechanism to help you do the best job possible.", "year": "2011", "author": "Mike Kus", "author_slug": "mikekus", "published": "2011-12-11T00:00:00+00:00", "url": "https://24ways.org/2011/nine-things-ive-learned/", "topic": "business"}
{"rowid": 90, "title": "Monkey Business", "contents": "\u201cToo expensive.\u201d \u201cOver-priced.\u201d \u201cA bit rich.\u201d\n\nThey all mean the same thing.\n\nWhen you say that something\u2019s too expensive, you\u2019re doing much more than commenting on a price. You\u2019re questioning the explicit or implicit value of a product or a service. You\u2019re asking, \u201cWill I get out of it what you want me to pay for it?\u201d You\u2019re questioning the competency, judgement and possibly even integrity of the individual or company that gave you that price, even though you don\u2019t realise it. You might not be saying it explicitly, but what you\u2019re implying is, \u201cHave you made a mistake?\u201d, \u201cAm I getting the best deal?\u201d, \u201cAre you being honest with me?\u201d, \u201cCould I get this cheaper?\u201d\n\nFinally, you\u2019re being dishonest, because deep down you know all too well that there\u2019s no such thing as too expensive. \n\nWhy? \n\nIt doesn\u2019t matter what you\u2019re questioning the price of. It could be a product, a service or the cost of an hour, day or week of someone\u2019s time. Whatever you\u2019re buying, too expensive is always an excuse. Saying it shifts acceptability of a price back to the person who gave it. What you should say, but are too afraid to admit, is:\n\n\n\t\u201cIt\u2019s more money than I wanted to pay.\u201d\n\t\u201cIt\u2019s more than I estimated it would cost.\u201d\n\t\u201cIt\u2019s more than I can afford.\u201d\n\n\nEveryone who\u2019s given a price for a product or service will have been told at some point that it\u2019s too expensive. It\u2019s never comfortable to hear that. Thoughts come thick and fast: \u201cWhat do I do?\u201d \u201cHow do I react?\u201d \u201cDo I really want the business?\u201d \u201cAm I prepared to negotiate?\u201d \u201cHow much am I willing to compromise?\u201d\n\nIt\u2019s easy to be defensive when someone questions a price, but before you react, stay calm and remember that if someone says what you\u2019re offering is too expensive, they\u2019re saying more about themselves and their situation than they are about your price. Learn to read that situation and how to follow up with the right questions.\n\nImagine you\u2019ve quoted someone for a week of your time. \u201cThat\u2019s too expensive,\u201d they respond. How should you handle that? Think about what they might otherwise be saying.\n\n\n\n\u201cIt\u2019s more money than I want to pay\u201d may mean that they don\u2019t understand the value of your service. How could you respond?\n\nStart by asking what similar projects they\u2019ve worked on and the type of people they worked with. Find out what they paid and what they got for their money, because it\u2019s possible what you offer is different from what they had before. Ask if they saw a return on that previous investment. Maybe their problem isn\u2019t with your headline price, but the value they think they\u2019ll receive. Put the emphasis on value and shift the conversation to what they\u2019ll gain, rather than what they\u2019ll spend.\n\nIt\u2019s also possible they can\u2019t distinguish your service from those of your competitors, so now would be a great time to explain the differences. Do you work faster? Explain how that could help them launch faster, get customers faster, make money faster. Do you include more? Emphasise that, and how unique the experience of working with you will be.\n\n\n\n\u201cIt\u2019s more than I estimated it would cost\u201d could mean that your customer hasn\u2019t done their research properly. You\u2019d never suggest that to them, of course, but you should ask how they\u2019ve arrived at their estimate. Did they base it on work they\u2019ve purchased previously? How long ago was that? Does it come from comparable work or from a different sector?\n\nHelp your customer by explaining how you arrived at your estimate. Break down each element and while you\u2019re doing that, emphasise the parts of your process that you know will appeal to them. If you know that they\u2019ve had difficulty with something in the past, explain how your approach will benefit them. People almost always value a positive experience more than the money they\u2019ll save.\n\n\n\n\u201cIt\u2019s more than I can afford\u201d could mean they can\u2019t afford what you offer at all, but it could also mean they can\u2019t afford it right now or all at once. So ask if they could afford what you\u2019re asking if they spread payment over a longer period? Ask, \u201cWould that mean you\u2019ll give me the business?\u201d\n\nIt\u2019s possible they\u2019re asking for too much for what they can afford to pay. Will they compromise? Can you reach an agreement on something less? Ask, \u201cIf we can agree what\u2019s in and what\u2019s out, will you give me the business?\u201d\n\nWhat can they afford? When you know, you\u2019re in a good position to decide if the deal makes good business sense, for both of you. Ask, \u201cIf I can match that price, will you give me the business?\u201d\n\nThere\u2019s no such thing as \u201ca bit rich\u201d, only ways for you to get to know your customer better. There\u2019s no such thing as \u201cover-priced\u201d,\u00a0only opportunities for you to explain yourself better. You should relish those opportunities. There\u2019s really also no such thing as \u201ctoo expensive\u201d, just ways to set the tone for your relationship and help you develop that relationship to a point where money will be less of a deciding factor.\n\nUnfinished Business\n\nJoin me and my co-host Anna Debenham next year for Unfinished Business, a new discussion show about the business end of working in web, design and creative industries.", "year": "2012", "author": "Andy Clarke", "author_slug": "andyclarke", "published": "2012-12-23T00:00:00+00:00", "url": "https://24ways.org/2012/monkey-business/", "topic": "business"}
{"rowid": 94, "title": "Using Questionnaires for Design Research", "contents": "How do you ask the right questions? \n\nIn this article, I share a bunch of tips and practical advice on how to write and use your own surveys for design research.\n\nI\u2019m an audience researcher \u2013 I\u2019m not a designer or developer. I\u2019ve spent much of the last thirteen years working with audience data both in creative agencies and on the client-side. I\u2019m also a member of the Market Research Society. I run user surveys and undertake user research for our clients at the design studio I run with my husband \u2013 Mark Boulton Design.\n\nSo let\u2019s get started!\n\nWho are you designing for?\n\nGood web designers and developers appreciate the importance of understanding the audience they are designing or building a website or app for. I\u2019m assuming that because you are reading a quality publication like 24 ways that you fall into this category, and so I won\u2019t begin this article with a lecture.\n\nSuffice it to say, it\u2019s a good idea to involve research of some sort during the life cycle of every project you undertake. I don\u2019t just mean visual or competitor research, which of course is also very important. I mean looking at or finding your own audience or user data. Whether that be auditing existing data or research available from the client, carrying out user interviews, A/B testing, or conducting a simple questionnaire with users, any research is better than none. If you create personas as a design tool, they should always be based on research, so you will need to have plenty of data to hand for that.\n\nWhere do I start?\n\nIn the initial kick-off stages of a project, it\u2019s a good idea to start by asking your client (when working in-house you still have a client \u2013 you might even be the client) what research or audience data they have available. Some will have loads \u2013 analytics, surveys, focus groups and insights \u2013 from talking to customers. Some won\u2019t have much at all and you\u2019ll be hard pressed to find out much about the audience. It\u2019s best to review existing research first without rushing headlong into doing new research. Get a picture of what the data tells you and perhaps get this into a document \u2013 who, what, why and how are they using this website or app? What gaps are there in existing research? What else do you need to know? Then you can decide what else you need to do to plug these gaps. Think about the information first before deciding on the methodology. The rest of my article talks mostly about running self-completion online surveys. You can of course do face-to-face surveys, self-completion written questionnaires or phone polls, but I won\u2019t cover those here. That\u2019s for another article.\n\nWhy run a survey?\n\nSurveys are great for getting a broad picture of your audience. As long as they are designed carefully, you can create an overview of them, how they use the site and their opinions of it, with an idea of which parts of this picture are more important than others. By using a limited amount of open-ended questions, you can also get some more qualitative feedback or insights on your website or app. The clients we work with surprisingly often don\u2019t have much in the way of audience research available, even basic analytics, so I will often suggest running a short survey, just to create a picture of who is out there.\n\nOK, what should I do first?\n\nBefore you rush into writing questions, stop and think about what you\u2019re trying to find out. Remember being in school when you studied science and you had to propose a hypothesis? This could be a starting point \u2013 something to prove or disprove. Or, even better, write a research brief. It doesn\u2019t have to be long; it can be just a sentence that encapsulates what you\u2019re trying to do, like a good creative brief. For the purposes of this article, I created a short, slightly silly survey on Christmas and beliefs in Father Christmas.\n\nMy research brief was:\n\n\n\tTo find out more about people\u2019s beliefs about Father Christmas and their experiences of Christmas.\n\n\nInevitably, as you start thinking of what questions to ask, you will find that you go off at tangents or your client will want you to add in everything but the kitchen sink. In order for your questionnaire not to get too long and lose focus, you could write lists of what it is and what it\u2019s not. This is how I\u2019d apply it to my Christmas questionnaire example:\n\nWhat it is about\n\n\n\tHow people communicate with Father Christmas\n\tIf someone\u2019s background has affected their likelihood of believing in Father Christmas\n\n\nWhat it is not about\n\n\n\tWhat colour to change Father Christmas\u2019s coat to\n\tFather Christmas\u2019s elves\n\n\nLet\u2019s get down to business: the questions. \n\nKinds of questions\n\nThere are two basic kinds of questions: open-ended and closed. Closed questions limit answers by giving the respondent a number of predefined lists of options to choose from. Typically, these are multiple-choice questions with a list of responses. You can either select one or tick all that apply. Another useful type of closed question I often use is a rating scale, where a respondent can assess a situation along a continuum of values. These can also be useful as a measure of advocacy or strength of feeling about something. There is a standard measure called the Net Promoter score, which measures how likely someone is to recommend your product or service to a friend or acquaintance. It\u2019s a useful benchmark as you can compare your scores to others in a similar sector.\n\n\n\nOpen-ended questions often take the form of a statement which requires a response. Generally, respondents are given a text box to fill in. It\u2019s useful to limit this in some way so that people have an idea of how long the expected response should be; for example, a single line for an email address (Q18), or a larger text area for a longer response (Q6).\n\nIf you plan to send your survey out to a large number of people, I would suggest using mostly closed questions, unless you want to spend a long time wading through comments and hand-coded responses. I\u2019d always advise adding a general request at the end of a survey (\u2018Is there anything else you\u2019d like to tell us?\u2019). You\u2019d be surprised how many interesting and insightful comments people will add.\n\nThere are times when it\u2019s better to provide an open-ended text box rather than a predefined list makes assumptions about your audience\u2019s groupings. For example, we ran a short survey for our Gridset beta testers and rather than assume we knew who they were, we decided to ask an open-ended question: \u201cWhat is your current job title?\u201d\n\n\n\nThe analysis took quite a bit longer than responses using a predefined list, but it meant that we were able to make sure we didn\u2019t miss anyone. And next time we run a survey for Gridset, I can use the responses gathered from this survey to help create a predefined list to make analysis easier.\n\nWhat to ask\n\nThe questions to ask depend on what you want to know, but your brief and lists of what the survey is and isn\u2019t should help here. I always ask the design team and client to give me ideas of what they are interested in finding out, and combine this with a mix of new and standard questions I have used in other surveys. I find Survey Monkey\u2019s question bank a very useful source of example questions and help with tricky wording.\n\nI always include simple demographics so I can compare my results to the population at large or internet users as a whole \u2013 just going on age, gender and location can be quite illuminating. For example, with the Christmas survey, I can see that the respondents were typical of the online design and dev community, mainly young and male.\n\nIf appropriate, I add questions on disability, ethnic background, religion and community of interest. Questions about ethnicity, religion, sexual preference, disability and other sensitive subjects can feel awkward and difficult to ask. This is not a good reason to not ask them. Perhaps you\u2019re working for a public sector client, like a local council, so it\u2019s likely you will need to consider groups of people who maybe under-represented, who may have differing views to others, or who you need to look at specifically as a subset.\n\nHow to ask\n\nAlthough they may seem clunky and wordy, it\u2019s often best to use the census wording or professional body wording for such demographic questions. For example, I used the UK census 2011 wording for Wales on my Christmas questionnaire in my questions on religion [PDF] (Q16) and ethnicity [PDF] (Q17). I had to adapt them slightly for the Survey Monkey format \u2013 self-completion online, rather than pen and paper \u2013 which is why \u201cWhite Welsh\u201d came up as the first option for the ethnicity question. For similar questions for US audiences, try the Census Bureau website.\n\nWhen conducting a survey for a project that has a global audience, you need to consider who your primary audience is. For example, I recently created a questionnaire for a global news website. A large proportion of its audience is based in the USA, so I was careful to word things in a way Americans would find familiar. I used the US ethnic background census question wording and options, and looked at data for US competitor news websites to decide which to include.\n\nYou should also consider people whose first language isn\u2019t English. Working as an audience researcher at BBC Wales, every survey we did was bilingual. I\u2019ve also recently run a user survey in Arabic using Google Forms. During this project, we found that while Survey Monkey supports different languages, including Arabic, the text ran left to right with no option to change it to right to left \u2013 an essential when it comes to reading Arabic! If research is a deliverable in a client project, and you know you\u2019ll need to conduct it in a foreign language, always build in extra time for translation at both the questionnaire design and analysis stages. Make sure you also allow for plenty of checks. In this case we had to change to Google Forms after initially creating our survey with Survey Monkey to get the functionality we needed.\n\nLook and feel\n\nThink about the survey as another way your audience will experience your brand. Take care getting the tone of voice right. There are plenty of great articles and books out there about tone of voice \u2013 try Letting Go of the Words by Ginny Redish for starters, or Brand Language by Liz Doig. The basic rule of thumb is to sound like a human, and use clear and friendly language. If, like me, you are lucky enough to work with journalists or copy editors, you should ask for their help, particularly in the preamble, linking text and closing statements. I find it helpful to break my questions down into sections and to have a page for each. I then have an introductory piece of text for each section to guide the respondent through the survey.\n\nYou should also make sure you check with your designers how your survey looks \u2013 use a company logo and branding, and make the typography legible. Many survey apps like Survey Monkey and Google Forms have a progress bar. This is helpful for users to see how far through your survey they are. I generally time the survey and give an indication in the preamble: \u201cThis survey will only take five minutes of your time.\u201d\n\nYou also need to think about how you will technically serve the questionnaire. For example, will it be via email, social media, a pop-up or lightbox on your website, or (not recommended but possible) in an ad space?\n\nEthical considerations\n\nSomething else to think about are any local laws that govern how you collect and store data, such as the Data Protection Act in the UK. As a member of the Market Research Society, I am also obliged to consider its guidelines, but even if you\u2019re not, it\u2019s always a good idea to deal with personal data ethically.\n\nIf you collect personal data that can identify individuals, you must ask their permission to share it with others, and store it securely for no longer than two years. If you want to contact people afterwards, you must ask for their permission. If you ask for email addresses, as I did in question 18, you have a ready-made sample for a further survey, interviews or focus groups. Remember, you shouldn\u2019t survey people under sixteen years old without the permission of their parents or legal guardians, so if you know your website is likely to be used by children, you must ask for verification of age early on, and your survey should close someone answers that they are under sixteen. The ESOMAR guidelines for online research [PDF] are well worth reading, as they go into detail about such issues, as well as privacy guidelines \u2013 using cookies, storing IP addresses, and so on.\n\nTools\n\nUnless you work in-house and have proprietary software, or at a market research agency and you\u2019re using specialist software such as Snap or IBM SPSS Statistics (previously just SPSS), you will need to use a good tool to run your survey, collect your responses and, ideally, help with the analysis. I like Survey Monkey because of the question bank and analysis tools. The software graphs your results and does simple cross-tabbing and filtering. What this means is you can slice the data in more interesting ways and delve a bit deeper. For example, in the Gridset questionnaire I mentioned earlier, I cross-tabbed responses to questions against whether a person worked in-house, for an agency or as a freelancer. \n\nOther well known online tools that I also use from time to time are Wufoo and Google Forms. Smart Surveys is a similar service to Survey Monkey and it\u2019s used by many leading brands in the UK. Snap Surveys mentioned above is a well-established player in the market research scene, used a lot for face-to-face surveys and also on tablets and smartphones.\n\nAnalysis\n\nAnalysis is often overlooked but is as important as the design of the questionnaire. Don\u2019t just rely on looking at the summary report and charts generated as standard by your form or survey software. Spend time with your data. Spend at least a week now and then if you can, looking at the data. Keep coming back to it and tweaking or cutting it a different way to see if there are any different pictures. Slice it up in different ways to reveal new insights. Here is the data from my dummy survey (apart from the open-ended responses). \n\nFor open-ended questions, you can analyse collaboratively. Print and cut out the open-ended responses and do a cluster analysis or affinity sort with a colleague. \n\n\n\nDiscussing the comments helps you to understand them. You will also find the design team are more likely to buy into the research as they have uncovered the insights for themselves. Always make sure to treat open-ended responses sensitively and don\u2019t share anything publicly in a way that identifies the respondent.\n\nWrite a report\n\nNever hand over a dataset to your client without a summary of the findings. Data on its own can be skewed to suit the reader\u2019s needs, and not everyone is able to find the story in a dataset. Even if it\u2019s not a deliverable, it\u2019s always a good idea to capture your findings in a report of some sort. Use graphs sparingly to show really interesting things or to aid the reader\u2019s understanding. I have written a quick dummy report using the data from the Christmas questionnaire so you can see how it\u2019s done.\n\nI highly recommend Brian Suda\u2019s book A Practical Guide to Designing with Data for tips on how to present data effectively, but that\u2019s a subject that benefits a whole article (indeed book) in itself. \n\nI am not a designer. I am a researcher, so I never write design recommendations in a report unless they have been talked about or suggested by the designers I work with. More often, I write up the results and we talk about them and what impact they have on the project or design. Often they lead to more questions or further research.\n\nSo that\u2019s it: a brief introduction to using questionnaires for design research. Here\u2019s a quick summary to remind you what I have talked about, and a list of resources if you\u2019re interested in reading further.\n\nTop 10 things to remember when using questionnaires for design research:\n\n\n\tStart by auditing existing research to identify gaps in data.\n\tWrite a research brief. Work out exactly what you\u2019re trying to find out \u2013 what is the survey about, and what is it not about?\n\tThe two basic kinds of questions are open-ended and closed.\n\tClosed questions limit responses by giving the respondent a number of predefined lists of options to choose from (multiple choice, rating scales, and so on).\n\tOpen-ended questions are often in the form of a statement which requires a response. Always ask one at the end of a questionnaire.\n\tAlways include simple demographics to enable you to compare your sample against the population in general.\n\tIt\u2019s best to use official census or professional body wording for questions on ethnicity, disability and religion.\n\tBe sure to think carefully about your tone of voice and the look of your questionnaire.\n\tPay attention to guidelines and laws on storing personal data, cookies and privacy.\n\tInvest plenty of time in analysis and report writing. Don\u2019t just look at the obvious \u2013 dig deep for more interesting insights.\n\n\nSome useful resources for further study\n\nOnline research\n\n\n\tDesign Research: Methods and Perspectives edited by Brenda Laurel\n\tOnline Research Essentials by Brenda Russell and John Purcell\n\tHandbook of Online and Social Media Research by Ray Poynter\n\tESOMAR guidelines for online research [PDF]\n\tOnline questionnaires\n\n\nMarket research books on questionnaire design\n\n\n\tUsing Questionnaires in Small-Scale Research: A Beginner\u2019s Guide by Pamela Munn\n\tQuestionnaire Design by A N Oppenheim\n\tDeveloping a Questionnaire by Bill Gillham", "year": "2012", "author": "Emma Boulton", "author_slug": "emmaboulton", "published": "2012-12-14T00:00:00+00:00", "url": "https://24ways.org/2012/using-questionnaires-for-design-research/", "topic": "business"}
{"rowid": 2, "title": "Levelling Up", "contents": "Hello, 24 ways. I\u2019m Ashley and I sell property insurance. I\u2019m interrupting your Christmas countdown with an article about rental property software and a guy, Pete, who selflessly encouraged me to build my first web app. It doesn\u2019t sound at all festive, or \u2014 considering I\u2019ve used both \u201cinsurance\u201d and \u201crental property\u201d \u2014 interesting, but do stick with me. There\u2019s eggnog at the end.\n\nI run a property insurance business, Brokers Direct. It\u2019s a small operation, but well established. We\u2019ve been selling landlord insurance on the web for over thirteen years, for twelve of which we have provided our clients with third-party software for managing their rental property portfolios. Free. Of. Charge.\n\nIt sounds like a sweet deal for our customers, but it isn\u2019t. At least, not any more. The third-party software is victim to years of neglect by its vendor. Its questionable interface, garish visuals and, ahem, clip art icons have suffered from a lack of updates. While it was never a contender for software of the year, I\u2019ve steadily grown too embarrassed to associate my business with it.\n\n The third-party rental property software we distributed\n\nI wanted to offer my customers a simple, clean and lightweight alternative. In an industry that\u2019s dominated by dated and bloated software, it seemed only logical that I should build my own rental property tool.\n\nThe long learning-to-code slog\n\nLearning a programming language is daunting, the source of my frustration stemming from a non-programming background. Generally, tutorials assume a degree of familiarity with programming, whether it be tools, conventions or basic skills. I had none and, at the time, there was nothing on the web really geared towards a novice. I reached the point where I genuinely thought I was just not cut out for coding. Surrendering to my feelings of self-doubt and frustration, I sourced a local Rails developer, Pete, to build it for me.\n\nPete brought a pack of index cards to our meeting. Index cards that would represent each feature the rental property software would launch with.\n\n \n\n\u201cOK,\u201d he began. \u201cWe\u2019ll need a user model, tenant model, authentication, tenant and property relationships\u2026\u201d A dozen index cards with a dozen features lined the coffee table in a grid-like format. Logical, comprehensible, achievable. Seeing the app laid out in a digestible manner made it seem surmountable. Maybe I could do this.\n\n\u201cI\u2019ve been trying to learn Rails\u2026\u201d, I piped up.\n\nI don\u2019t know why I said it. I was fully prepared to hire Pete to do the hard work for me. But Pete, unprompted, gathered the index cards and neatly stacked them together, coasting them across the table towards me. \u201cYou should build this\u201d.\n\nPete, a full-time freelance developer at the time, was turning down a paying job in favour of encouraging me to learn to code. Looking back, I didn\u2019t realise how significant this moment was.\n\nThat evening, I took Pete\u2019s index cards home to make a start on my app, slowly evolving each of the cards into a working feature. Building the app solo, I turned to Stack Overflow to solve the inevitable coding hurdles I encountered, as well as calling on a supportive Rails community. Whether they provided direct solutions to my programming woes, or simply planted a seed on how to solve a problem, I kept coding. Many months later, and after several more doubtful moments, Lodger was born.\n\n Property overview of my app, Lodger.\n\nIf I can do it, so can you\n\nI misspent a lot of time building Twitter and blogging applications (apparently, all Rails tutorials centre around Twitter and blogging). If I could rewind and impart some advice to myself, this is what I\u2019d say.\n\nThere\u2019s no magic formula\n\n\u201cI haven\u2019t quite grasped Rails routing. I should tackle another tutorial.\u201d \n\nMaking excuses \u2014 or procrastination \u2014 is something we are all guilty of. I was waiting for a programming book that would magically deposit a grasp of the entire Ruby syntax in my head. I kept buying books thinking each one would be the one where it all clicked. I now have a bookshelf full of Ruby material, all of which I\u2019ve barely read, and none of which got me any closer to launching my web app. Put simply, there\u2019s no magic formula.\n\nBreak it down\n\nWhatever it is you want to build, break it down into digestible chunks. Taking Pete\u2019s method as an example, having an index card represent an individual feature helped me tremendously. Tackle one at a time. Even if each feature takes you a month to build, and you have eight features to launch with, after eight months you\u2019ll have your MVP. Remember, if you do nothing each day, it adds up to nothing.\n\nHave a tangible product to build\n\nI have a wonderful habit of writing down personal notes, usually to express my feelings at the time or to log an idea, only to uncover them months or years down the line, long after I forgot I had written them. I made a timely discovery while writing this article, discovering this gem while flicking through a battered Moleskine:\n\n\n\t\u201cI don\u2019t seem to be making good progress with learning Rails, but development still excites me. I should maybe stop doing tutorials and work towards building a specific app.\u201d\n\n\nHaving a real product to work on, like I did with Lodger, means you have something tangible to apply the techniques you are learning. I found this prevented me from flitting aimlessly between tutorials and books, which is an easy area to accidentally remain in.\n\nTeam up\n\nIf possible, team up with a designer and create something together. Designers are great at presenting features in a way you\u2019d never have considered. You will learn a lot from making their designs come to life.\n\nYour homework for the holiday\n\nDespite having a web app under my belt, I am not a programmer. I tinker with code, piecing enough bits of it together to make something functional. And that\u2019s OK! I\u2019m not excusing sloppiness, but if we aimed for perfection every time, we\u2019d never execute any of our ideas.\n\nAs the holidays approach and you\u2019ve exhausted yet another viewing of The Muppet Christmas Carol (or is that just my guilty pleasure at Christmas?), you may have time on your hands. Time to explore an idea you\u2019ve been sitting on, but \u2014 plagued with procrastination and doubt \u2014 have yet to bring to life. This holiday, I am here to say to you what Pete said to me.\n\nYou should build this.\n\nYou don\u2019t need to be the next Mark Zuckerberg or Larry Page. You just have to learn enough to get it done.\n\nPS: I lied about the eggnogg, but try capturing somebody\u2019s attention when you tell them you sell property insurance!", "year": "2013", "author": "Ashley Baxter", "author_slug": "ashleybaxter", "published": "2013-12-06T00:00:00+00:00", "url": "https://24ways.org/2013/levelling-up/", "topic": "business"}
{"rowid": 14, "title": "The Command Position Principle", "contents": "Living where I do, in a small village in rural North Wales, getting anywhere means driving along narrow country roads. Most of these are just about passable when two cars meet. \n\nIf you\u2019re driving too close to the centre of the road, when two drivers meet you stop, glare at each other and no one goes anywhere. Drive too close to your nearside and in summer you\u2019ll probably scratch your paintwork on the hedgerows, or in winter you\u2019ll sink your wheels into mud. \n\nDriving these lanes requires a balance between caring for your own vehicle and consideration for someone else\u2019s, but all too often, I\u2019ve seen drivers pushed towards the hedgerows and mud when someone who\u2019s inconsiderate drives too wide because they don\u2019t want to risk scratching their own paintwork or getting their wheels dirty.\n\nIf you learn to ride a motorcycle,\u00a0you\u2019ll be taught about the command position:\n\n\n\tApproximate central position, or any position from which the rider can exert control over invitation space either side.\n\n\nThe command position helps motorcyclists stay safe, because when they ride in the centre of their lane it prevents other people, usually car drivers, from driving alongside, either forcing them into the curb or potentially dangerously close to oncoming traffic. \n\nTaking the command position isn\u2019t about motorcyclists being aggressive, it\u2019s about them being confident. It\u2019s them knowing their rightful place on the road and communicating that through how they ride.\n\nI\u2019ve recently been trying to take that command position when driving my car on our lanes. When I see someone coming in the opposite direction, instead of instinctively moving closer to my nearside \u2014 and in so doing subconsciously invite them into my space on the road \u2014 I hold both my nerve and a central position in my lane. Since I done this I\u2019ve noticed that other drivers more often than not stay in their lane or pull closer to their nearside so we occupy equal space on the road. Although we both still need to watch our wing mirrors, neither of us gets our paint scratched or our wheels muddy.\n\nWe can apply this principle to business too, in particular to negotiations and the way we sell. Here\u2019s how we might do that.\n\nCommanding negotiations\n\nWhen a customer\u2019s been sold to well \u2014\u00a0more on that in just a moment \u2014 and they\u2019ve made the decision to buy, the thing that usually stands in the way of us doing business is a negotiation over price. Some people treat negotiations as the equivalent of driving wide. They act offensively, because their aim is to force the other person into getting less, usually in return for giving more.\n\nIn encounters like this, it\u2019s easy for us to act defensively. We might lack confidence in the price we ask for, or the value of the product or service we offer. We might compromise too early because of that. When that happens, there\u2019s a pretty good chance that we\u2019ll drive away with less than we deserve unless we use the command position principle to help us.\n\nBefore we start any negotiation it\u2019s important to know that both sides ultimately want to reach an agreement. This isn\u2019t always obvious. If one side isn\u2019t already committed, at least in principle, then it\u2019s not a negotiation at that point, it\u2019s something else. \n\nFor example, a prospective customer may be looking to learn our lowest price so that they can compare it to our competitors. When that\u2019s the case, we\u2019ve probably failed to qualify that prospect properly as, after all, who wants to be chosen simply because they\u2019re the cheapest? In this situation, negotiating is a waste of time since we don\u2019t yet know that it will result in us making a deal. We should enter into a negotiation only when we know where we stand. So ask confidently: \u201cAre you looking to [make a decision]?\u201d\n\nWhen that\u2019s been confirmed, it\u2019s down to everyone to compromise until a deal\u2019s been reached. That\u2019s because good negotiations aren\u2019t about one side beating the other, they\u2019re about achieving a good deal for both. Using the command position principle helps us to maintain control over our negotiating space and affords us the opportunity to give ground only if we need to and only when we\u2019re ready. It can also ensure that the person we\u2019re negotiating with gives up some of their space.\n\nCommanding sales\n\nIt\u2019s not always necessary to negotiate when we\u2019re doing a business deal, but we should always be prepared to sell. One of the most important parts of our sales process should be controlling when and how we tell someone our price. \n\nUnless it\u2019s impossible to avoid, don\u2019t work out a price for someone on the spot. When we do that we lose control over the time and place for presenting our price alongside the value factors that will contribute to the prospective customer accepting that price. For the same reason, never give a ballpark or, worse, a guesstimate figure. If the question of price comes up before we\u2019re fully prepared, we should say politely that we need more time to work out a meaningful cost. \n\nWhen we are ready, we shouldn\u2019t email a price for our prospective customer to read unaccompanied. Instead, create an opportunity to talk a prospect through our figures, demonstrate how we arrived at them and, most importantly, explain the value of what we\u2019re selling to their business. Agree a time and place to do this and, if possible, do it all face-to-face.  \n\nWe shouldn\u2019t hesitate when we give someone a price. When we sound even the slightest bit unsure or apologetic, we give the impression that we\u2019ll be flexible in our position before negotiations have even begun.\n\nThink about the command position principle, know the price and present it confidently. That way we send a clear signal that we know our business and how we deal with people. The command position principle isn\u2019t about being cocky, it\u2019s about showing other people respect, asking for it in return and showing it to ourselves.\n\n \n\nEarlier, I mentioned selling well, because we sometimes hear people say that they dislike being sold to. In my experience, it\u2019s not that people dislike the sales process, it\u2019s that we dislike it done badly.\n\nTaking part in a good sales process, either by selling or being sold to, can be a pleasurable experience. Try to be confident \u2014 after all, we understand how our skills will benefit a customer better than anyone else. Our confidence will inspire confidence in others. \n\nSelf-confidence isn\u2019t the same as arrogance, just as the command position isn\u2019t the same as riding without consideration for others. The command position principle preserves others\u2019 space as well as our own. By the same token, we should be considerate of others\u2019 time and not waste it and our own by attempting to force them into buying something that\u2019s inappropriate.\n\nTo prevent this from happening, evaluate them well to ensure that they\u2019re the right customer for us. If they\u2019re not, let them go on their way. They\u2019ll thank us for it and may well become customers the next time we meet.\n\nThe business of closing a deal can be made an enjoyable experience for everyone if we take control by guiding someone through the sales process by asking the right questions to uncover their concerns, then allaying them by being knowledgeable and confident. This is riding in the command position.\n\nJust like demonstrating we know our rightful position on the road, knowing our rightful place in a business relationship and communicating that through how we deal with people will help everyone achieve an equitable balance. When that happens in business, as well as on the road, no one gets their paintwork scratched or their wheels muddy.", "year": "2013", "author": "Andy Clarke", "author_slug": "andyclarke", "published": "2013-12-23T00:00:00+00:00", "url": "https://24ways.org/2013/the-command-position-principle/", "topic": "business"}
{"rowid": 40, "title": "Don\u2019t Push Through the Pain", "contents": "In 2004, I lost my web career. In a single day, it was gone. I was in too much pain to use a keyboard, a Wacom tablet (I couldn\u2019t even click the pen), or a trackball. Switching my mouse to use my left (non-dominant) hand only helped a bit; then that hand went, too. I tried all the easy-to-find equipment out there, except for expensive gizmos with foot pedals. I had tingling in my fingers\u2014which, when I was away from the computer, would rhythmically move as if some other being controlled them. I worried about Parkinson\u2019s because the movements were so dramatic. Pen on paper was painful. Finally, I discovered one day that I couldn\u2019t even turn a doorknob.\n\nThe only highlight was that I couldn\u2019t dust, scrub, or vacuum. We were forced to hire someone to come in once a week for an hour to whip through the house. You can imagine my disappointment. \n\nMy injuries had gradually slithered into my life without notice. I\u2019d occasionally have sore elbows, or my wrist might ache for a day, or my shoulders feel tight. But nothing to keyboard home about. That\u2019s the critical bit of news. One day, you\u2019re pretty fine. The next day, you don\u2019t have your job\u2014or any job that requires the use of your hands and wrists. \n\nI had to walk away from the computer for over four months\u2014and partially for several months more. That\u2019s right: no income. If I hadn\u2019t found a gifted massage therapist, the right book of stretches, the equipment I should have been using all along, and learned how to pay attention to my body\u2014even just a little bit more\u2014I quite possibly wouldn\u2019t be writing this article today. I wouldn\u2019t be writing anything, anywhere. \n\nMost of us have heard of (and even claimed to have read all of) Mihaly Csikszentmihalyi, author of Flow: The Psychology of Optimal Experience, who describes the state of flow\u2014the place our minds go when we are fully engaged and in our element. This lovely state of highly focused activity is deeply satisfying, often creative, and quite familiar to many of us on the web who just can\u2019t quit until the copy sings or the code is untangled or we get our highest score yet in Angry Birds. Our minds may enter that flow, but too often as our brains take flight, all else recedes. And we leave something very important behind. \n\nOur bodies. \n\nMy body wasn\u2019t made to make the same minute movements thousands of times a day, most days of the year, for decades, and neither was yours. The wear and tear sneaks up on you, especially if you\u2019re the obsessive perfectionist that we all pretend not to be. Oh? You\u2019re not obsessed? I wasn\u2019t like this all the time, but I remember sitting across from my husband, eating dinner, and I didn\u2019t hear a word he said. I\u2019d left my brain upstairs in my office, where it was wrestling in a death match with the box model or, God help us all, IE 5.2. I was a writer, too, and I was having my first inkling that I was a content strategist. Work was exciting. I could sit up late, in the flow, fingers flying at warp speed. I could sit until those wretched birds outside mocked me with their damn, cheerful \u201cHurray, it\u2019s morning!\u201d songs. Suddenly, while, say, washing dishes, the one magical phrase that captured the essence of a voice or idea would pop up, and I would have mowed down small animals and toddlers to get to my computer and hammer out that website or article, to capture that thought before it escaped. Note my use of the word hammer. Sound at all familiar? \n\nBut where was my body during my work? Jaw jutting forward to see the screen, feet oddly positioned\u2014and then left in place like chunks of marble\u2014back unsupported, fingers pounding the keys, wrists and arms permanently twisted in unnatural angles that we thought were natural. And clicking. Clicking, clicking, clicking that mouse. Thumbing tiny keyboards on phones. A lethal little gesture for tiny little tendons. Though I was fine from, say 1997 to 2004, by the end of 2004 this behavior culminated in disaster. I had repetitive stress injuries, aka repetitive motion injuries. As the Apple site says, \u201cA brief exposure to these conditions would not cause harm. But a prolonged exposure may, in some people, result in reduced ability to function.\u201d I\u2019ll say. \n\nI frantically turned to people on lists and forums. \u201cTry a track ball.\u201d Already did that. \u201cTry a tablet.\u201d Worse. One person wrote, \u201cI still come here once in a while and can type a couple sentences, but I\u2019ve permanently got thoracic outlet syndrome and I\u2019ll never work again.\u201d Oh, beauteous web, oh, long-distance friends, farewell.    \n\nThe Wrist Bone\u2019s Connected to the Brain Bone\n\nThat variation on the old song tells part of the story. Most people (and many of their physicians) believe that tingling fingers and aching wrists MUST be carpel tunnel syndrome. Nope. If your neck juts forward, it tenses and stays tense the entire time you work in that position. Remember how your muscles felt after holding a landline phone with your neck tilted to one side for a long client meeting? Regrettable. Tensing your shoulders because your chair\u2019s not designed properly puts you at risk for thoracic outlet syndrome, a career-killer if ever there was one. The nerves and tendons in your neck and shoulder refer down your arms, and muscles swell around nerves, causing pain and dysfunction. Your elbows have a tendon that is especially vulnerable to repetitive movements (think tennis elbow). Your wrists are performing something akin to a circus act with one thousand shows a day. \n\nSo, all the fine tendons and ligaments in your fingers have problems that may not start at your wrists at all. Though some people truly do have carpal tunnel syndrome, my finger and wrist problems weren\u2019t solved by heavily massaging my fingers (though, that was helpful, too) or my wrists. They were fixed by work on my neck, upper back, shoulders, arms, and elbows. This explains why many people have surgery for carpal tunnel syndrome and just months later say, \u201cWhat?! How can I possibly have it again? I had an operation!\u201d Well, fellow buckaroo, you may never have had carpel tunnel syndrome. You may have had\u2014or perhaps will have\u2014one long disaster area from your neck to your fingertips. \n\nHow to Crawl Back \n\nBefore trying extreme measures, you may be able to function again even if you feel hopeless. I managed to heal, and so have others, but I\u2019ll always be at risk. \n\nAs Jen Simmons, of The Web Ahead podcast and other projects told me, \u201cIt took a long time to injure myself. It took a long time to get back to where I was. My right arm between my elbow and wrist would start aching intermittently. Eventually, my arm even ached at night. I started each day with yesterday\u2019s pain.\u201d Simple measures, used consistently, helped her back. \n\n1. Massage therapy\n\nI don\u2019t remember what the rest of the world is like, but in Portland, Oregon, we have more than one massage therapy college. (Of course we do.) I saw a former teacher at the most respected school. This is not your \u201cIt was all so soothing. Why, I fell asleep!\u201d massage. This is \u201cHoly crap, he\u2019s grinding his elbow into my armpit!\u201c massage therapy, with the emphasis on therapy. I owe him everything. Make sure you have someone who really knows what they\u2019re doing. Get many referrals. Try a question, \u201cDoes my psoas muscle affect my back?\u201d If they can\u2019t answer it, flee. Regularly see the one you choose and after a while, depending on how injured you are, you may be able to taper off. \n\n2. Change your equipment\n\nYou may need to be hands-on with several pieces of equipment before you find the ones that don\u2019t cause more pain. Many companies have restocking fees, charges to ship the equipment you want to return, and other retail atrocities. Always be sure to ask what the return policies are at any company before purchasing.\n\nMice \n\nYou may have more success than I did with equipment such as the Wacom tablet. Mine came with a pen, and it hurt to repetitively click it. Trackballs are another option but, for many, they are better at prevention than recovery. But let\u2019s get to the really effective stuff. One of the biggest sources of pain is using your mouse. One major reason is that your hand and wrist are in a perpetually unnatural position and you\u2019re also moving your arm quite a bit. Each time you move the mouse, it is placing stress on your neck, shoulders and arms, because you need to lift them slightly in order to move the mouse and you need to angle your wrist. You may also be too injured to use the trackpad all the time, and this mouse, the vertical mouse is a dandy preventative measure, too. Shaking up your patterns is a wise move. I have long fingers, not especially thin, yet the small size works best for me. (They have larger choices available.) What?! A sideways mouse? Yep. All the weight of your hand will be resting on it in the handshake position. Your forearms aren\u2019t constantly twisting over hill and dale. You aren\u2019t using any muscles in your wrist or hand. They are relaxing. You\u2019ll adapt in a day, and oh, oh, what a relief it is. \n\nKeyboards\n\nI really liked doing business with the people at Kinesis-Ergo. (I\u2019m not affiliated with them in any way.) They have the vertical mouse and a number of keyboards. The one that felt the most natural to me, and, once again, it only takes a day to adapt, is the Freestyle2 for the Mac. They have several options. I kept the keyboard halves attached to each other at first, and then spread them apart a little more. I recommend choosing one that slants and can separate. You can adjust the angle. For a little extra, they\u2019ll make sure it\u2019s all set up and ready to go for you. I\u2019m guessing that some Googling will find you similar equipment, wherever you live. \n\nWarning: if you use the ergonomic keyboards, you may have fewer USB ports. The laptop will be too far away to see unless you find a satisfactory setup using a stand. This is the perfect excuse for purchasing a humongous display. \n\nYou may not look cool while jetting coast to coast in your skinny jeans and what appears to be the old-time orthopedic shoe version of computing gear. But once you have rested and used many of these suggestions consistently, you may be able to use your laptop or other device in all its lovely sleekness during the trip. \n\nOther doohickies\n\nThe Kinesis site and The Human Solution have a wide selection of ergonomic products: standing desks, ergonomically correct chairs, and, yes, even things with foot pedals. Explore! \n\n3. Stop clicking, at least for a while\n\nUse keyboard shortcuts, but use them slowly. This is not the time to show off your skillz. You\u2019ll be sort of like a recovering alcoholic, in that you\u2019ll be a recovering repetitive stress survivor for the rest of your life, once you really injure yourself. Always be vigilant. There\u2019s also a bit of software sold by The Human Solution and other places, and it was my salvation. It\u2019s called the McNib for Macs, and the Nib for PCs. (I\u2019ve only used the McNib.) It\u2019s for click-free mousing. I found it tricky to use when writing markup and code, but you may become quite adept at it. A little rectangle pops up on your screen, you mouse over it and choose, let\u2019s say, \u201cDouble-click.\u201d Until you change that choice, if you mouse over a link or anything else, it will double-click it for you. All you do is glide your mouse around. Awkward for a day or two, but you\u2019ll pick it up quickly. Though you can use it all day for work, even if you just use this for browsing LOLcats or Gary Vaynerchuk\u2019s YouTube videos, it will help you by giving your fingers a sweet break. \n\nBut here\u2019s the sad news. The developer who invented this died a few years ago. (Yes, I used to speak to him on the phone.) While it is for sale, it isn\u2019t compatible with Mac OS X Lion or anything subsequent. PowerPC strikes again. His site is still up. Demos for use with older software can be downloaded free at his old site, or at The Human Solution. Perhaps an enterprising developer can invent something that would provide this help, without interfering with patents. Rumor has it among ergonomic retailers (yes, I\u2019m like a police dog sniffing my way to a criminal once I head down a trail) that his company was purchased by a company in China, with no update in sight. \n\n4. Use built-in features\n\nThat little microphone icon that comes up alongside the keyboard on your iPhone allows you to speak your message instead of incessantly thumbing it. I believe it works in any program that uses the keyboard. It\u2019s not Siri. She\u2019s for other things, like having a personal relationship with an inanimate object. Apple even has a good section on ergonomics. You think I\u2019m intense about this subject? To improve your repetitive stress, Apple doesn\u2019t want you to use oral contraceptives, alcohol, or tobacco, to which I say, \u201cHave as much sex, bacon, and chocolate as possible to make up for it.\u201d \n\nApple\u2019s info even has illustrations of things like a faucet dripping into what is labeled a bucket full of \u201cTRAUMA.\u201d Sounds like upgrading to Yosemite, but I digress.  \n\n5. Take breaks \n\nIf it\u2019s a game or other non-essential activity, take a break for a month. Fine, now that I\u2019ve called games non-essential, I suppose you\u2019ll all unfollow me on Twitter. \n\n6. Whether you are sore or not, do stretches throughout the day \n\nThis is a big one. Really big. The best book on the subject of repetitive stress injuries is Conquering Carpal Tunnel Syndrome and Other Repetitive Strain Injuries: A Self-Care Program by Sharon J. Butler. Don\u2019t worry, most of it is illustrations. Pretend it\u2019s a graphic novel. \n\nI\u2019m notorious for never reading instructions, and who on earth reads the introduction of a book, unless they wrote it? I wrote a book a long time ago, and I bet my house, husband, and life savings that my own parents never read the intro. Well, I did read the intro to this book, and you should, too. Stretching correctly, in a way that doesn\u2019t further hurt you, that keeps you flexible if you aren\u2019t injured, that actually heals you, calls for precision. Read and you\u2019ll see. The key is to stretch just until you start to feel the stretch, even if that\u2019s merely a tiny movement. Don\u2019t force anything past that point. Kindly nurse yourself back to health, or nurture your still-healthy body by stretching. Over the following days, weeks, months, you\u2019ll be moving well past that initial stretch point.   \n\nThe book is brimming with examples. You only have to pick a few stretches, if this is too much to handle. Do it every single day. I can tell you some of the best ones for me, but it depends on the person. You\u2019ll also discover in Butler\u2019s book that areas that you think are the problem are sometimes actually adjacent to the muscle or tendon that is the source of the problem. Add a few stretches or two for that area, too.  \n\nBut please follow the instructions in the introduction. If you overdo it, or perform some other crazy-ass hijinks, as I would be tempted to do, I am not responsible for your outcome. I give you fair warning that I am not a healthcare provider. I\u2019m just telling you as a friend, an untrained one, at that, who has been through this experience. \n\n7. Follow good habits\n\nDevelop habits like drinking lots of water (which helps with lactic acid buildup in muscles), looking away from the computer for twenty seconds every twenty to thirty minutes, eating right, and probably doing everything else your mother told you to do. Maybe this is a good time to bring up flossing your teeth, and going outside to play instead of watching TV. As your mom would say, \u201cIt\u2019s a beautiful day outside, what are you kids doing in here?\u201d \n\n8. Speak instead of writing, if you can \n\nAmber Simmons, who is very smart and funny, once tweeted in front of the whole world that, \u201c@carywood is a Skype whore.\u201d I was always asking people on Twitter if we could Skype instead of using iChat or exchanging emails. (I prefer the audio version so I don\u2019t have to, you know, do something drastic like comb my hair.) Keyboarding is tough on hands, whether you notice it or not at the time, and when doing rapid-fire back-and-forthing with people, you tend to speed up your typing and not take any breaks. This is a hand-killer. Voice chats have made such a difference for me that I am still a rabid Skype whore. Wait, did I say that out loud? \n\nSpeak your text or emails, using Dragon Dictate or other software. In about 2005, accessibility and user experience design expert, Derek Featherstone, in Canada, and I, at home, chatted over the internet, each of us using a different voice-to-text program. The programs made so many mistakes communicating with each other that we began that sort of endless, tearful laughing that makes you think someone may need to call an ambulance. This type of software has improved quite a bit over the years, thank goodness. Lack of accessibility of any kind isn\u2019t funny to Derek or me or to anyone who can\u2019t use the web without pain. \n\n9. Watch your position \n\nFor example, if you lift up your arms to use the computer, or stare down at your laptop, you\u2019ll need to rearrange your equipment. The internet has a lot of information about ideal ergonomic work areas. Please use a keyboard drawer. Be sure to measure the height carefully so that even a tented keyboard, like the one I recommend, will fit. I also recommend getting the version of the Freestyle with palm supports. Just these two measures did much to help both Jen Simmons and me. \n\n10. If you need to take anti-inflammatories, stop working\n\nIf you are all drugged up on ibuprofen, and pounding and clicking like mad, your body will not know when you are tired or injuring yourself. I don\u2019t recommend taking these while using your computing devices. Perhaps just take it at night, though I\u2019m not a fan of that category of medications. Check with your healthcare provider. At least ibuprofen is an anti-inflammatory, which may help you. In contrast, acetaminophen (paracetamol) only makes your body think it\u2019s not in pain. Ice is great, as is switching back and forth between ice and heat. But again, if you need ice and ibuprofen you really need to take a major break. \n\n11. Don\u2019t forget the rest of your body\n\nI\u2019ve zeroed in on my personal area of knowledge and experience, but you may be setting yourself up for problems in other areas of your body. There\u2019s what is known to bad writers as \u201ca veritable cornucopia\u201d of information on the web about how to help the rest of your body. A wee bit of research on the web and you\u2019ll discover simple exercises and stretches for the rest of your potential catastrophic areas: your upper back, your lower back, your legs, ankles, and eyes. Do gentle stretches, three or four times a day, rather than powering your way through. Ease into new equipment such as standing desks. Stretch those newly challenged areas until your body adapts. Pay attention to your body, even though I too often forget mine. \n\n12. Remember the children\n\nKids are using equipment to play highly addictive games or to explore amazing software, and if these call for repetitive motions, children are being set up for future injuries. They\u2019ll grab hold of something, as parents out there know, and play it 3,742 times. That afternoon. Perhaps by the time they are adults, everything will just be holograms and mind-reading, but adult fingers and hands are used for most things in life, not just computing devices and phones with keyboards sized for baby chipmunks. \n\nI\u2019ll be watching you\n\nQuickly now, while I (possibly) have your attention. Don\u2019t move a muscle. Is your neck tense? Are you unconsciously lifting your shoulders up? How long since you stopped staring at the screen? How bright is your screen? Are you slumping (c\u2019mon now, \u2018fess up) and inviting sciatica problems? Do you have to turn your hands at an angle relative to your wrist in order to type? Uh-oh. That\u2019s a bad one. Your hands, wrists, and forearms should be one straight line while keyboarding. Future you is begging you to change your ways. Don\u2019t let your #ThrowbackThursday in 2020 say, \u201cHere\u2019s a photo from when I used to be able to do so many wonderful things that I can\u2019t do now.\u201d And, whatever you do, don\u2019t try for even a nanosecond to push through the pain, or the next thing you know, you\u2019ll be an unpaid extra in The Expendables 7.", "year": "2014", "author": "Carolyn Wood", "author_slug": "carolynwood", "published": "2014-12-06T00:00:00+00:00", "url": "https://24ways.org/2014/dont-push-through-the-pain/", "topic": "business"}
{"rowid": 35, "title": "SEO in 2015 (and Why You Should Care)", "contents": "If your business is healthy, you can always find plenty of reasons to leave SEO on your to-do list in perpetuity. After all, SEO is technical, complicated, time-consuming and potentially dangerous. The SEO industry is full of self-proclaimed gurus whose lack of knowledge can be deadly. There\u2019s the terrifying fact that even if you dabble in SEO in the most gentle and innocent way, you might actually end up in a worse state than you were to begin with.\n\nTo make matters worse, Google keeps changing the rules. There have been a bewildering number of major updates, which despite their cuddly names have had a horrific impact on website owners worldwide.\n\nFear aside, there\u2019s also the issue of time. It\u2019s probably tricky enough to find the time to read this article. Setting up, planning and executing an SEO campaign might well seem like an insurmountable obstacle.\n\nSo why should you care enough about SEO to do it anyway?\n\nThe main reason is that you probably already see between 30% and 60% of your website traffic come from the search engines. That might make you think that you don\u2019t need to bother, because you\u2019re already doing so well. But you\u2019re almost certainly wrong.\n\nIf you have a look through the keyword data in your Google Webmaster Tools account, you\u2019ll probably see that around 30\u201350% of the keywords used to find your website are brand names \u2013 the names of your products or companies. These are searches carried out by people who already know about you. But the people who don\u2019t know who you are but are searching for what you sell aren\u2019t finding you right now. This is your opportunity.\n\nIf a person goes looking for a company or product by name, Google will steer them towards what they\u2019re looking for. Their intelligence does have limits, however, and even though they know your name they won\u2019t be completely clear about what you sell. That\u2019s where SEO would come in.\n\nStill need more convincing? How about the fact that the seeming complexities of SEO mean that your competition are almost certainly neglecting it too. They have the same reservations as you about complexity, time and danger, and hopefully they aren\u2019t reading this article and so are none the wiser of the well-kept secret: that 70% of SEO is easy.\n\nI\u2019m going to lead you through what you need to do to tap into that stream of people looking for what you sell right now.\n\nWhat is real SEO?\n\nReal SEO is all about helping Google understand the content of your website. It\u2019s about steering, guiding and assisting Google. Not manipulating it.\n\nIt\u2019s easy to assume that Google already understands the content and relevance of each and every page on your website, but the fact is that it needs a fair amount of hand-holding. Fortunately, helping Google along really isn\u2019t very difficult at all.\n\nRest assured that real SEO has nothing to do with keyword stuffing, keyword density, hacks, tricks or cunning techniques. If you hear any of these terms from your SEO advisor, run away from them as quickly as you can.\n\nUnderstanding your current situation \u2013 Google Analytics\n\nBefore you can do anything to improve your SEO status, you need to get an idea of how you\u2019re already doing. Below is a very quick and easy way of doing so.\n\n1. Open up your Google Analytics account.\n\n2. Click on the date range selector on the top-right of the interface and change the year of the first date to last year. So 12 Dec 2014 will become 12 Dec 2013. Then click on Apply.\n\n3. Click on the All Sessions rectangle towards the top-left, click once on Organic Traffic and click Apply.\n\n4. Click the little black-and-white squares icon that has now appeared under the date selector on the top-right, and drag the slider all the way over to Higher Precision.\n\n5. Change the interval buttons on the top-right of the graph to Week to make this easier to digest.\n\nAt this point your graph should look something like this:\n\n\n\nIt\u2019s worth noting the approximate proportion of your visitors that currently come from organic sources.\n\n6. Click the little downwards arrow to the right of the All Sessions rectangle and choose Remove, so that we\u2019re only looking at the organic traffic on its own.\n\n7. Click on Select a metric next to the Sessions button above the graph and select Pages / Session. You should then see something like this:\n\n\n\nIn the example above we can see that the quantity of traffic has been increasing since the middle of August, but the quality of the traffic (as measured by the number of pages per session) has fallen significantly. \n\nHow you choose to view this is down to your own graph, recent history and interpretation of events, but this should give you an indication of how things stand at the present time. Trends are often much more revealing than a snapshot of a brief moment in time.\n\nYour Google Webmaster Tools data\n\nIf you\u2019re not very familiar with your Google Webmaster Tools account, it\u2019s really worth taking ten to fifteen minutes to see what\u2019s on offer. I can\u2019t recommend this enough. From the point of view of an SEO health check, I\u2019d advise you to look into the HTML Improvements, Crawl Errors and Crawl Stats, and most importantly the Search Queries.\n\nFrom what you see here and the trends shown in your Analytics data, you should now have a good idea of your current status. If you want to explore further, I recommend Screaming Frog as a good diagnostics tool, or Botify if your website is large or unusually complex.\n\nCombining the data into something useful\n\nYour Google Analytics session will have shown you how you\u2019re doing from an SEO point of view in terms of the quantity and, to some extent, the quality of your visitors. But it\u2019s only showing you what is already working. In other words: the people who are finding you on the search engines, and clicking on your links.\n\nThe Google Webmaster Tools search query data, on the other hand, will give you a better idea of what isn\u2019t working. It will show you the keyword searches that are getting you listed in the results, but which aren\u2019t necessarily getting clicked. And it doesn\u2019t take much by the way of expertise to see why.\n\nFor example, if you see your targeted keyword, which you feel is extremely relevant, has generated over 2,000 impressions in the last month but produced only two clicks, you\u2019ll probably find a very low average position. Bear in mind that an average position of fourteen will mean being around halfway down the second page of results. Think about how rarely you go beyond the first two or three listings, never mind to the second page of results, and you\u2019ll understand why the click-through rate is so low.\n\nSo now you have an idea of what you\u2019re being found for at the present time. But what about the other terms?\n\nWhat would you like to be found for?\n\nThis is one of the more common SEO mistakes, on a number of different levels. \n\nMany businesses assume that they don\u2019t need to worry about keyword research. They think they know what terms people use to find what they sell, and they also assume that Google understands the content on their website. This is incorrect on all counts.\n\nA better starting point is to brainstorm a small number of your most obvious keywords, then run them through Google\u2019s Keyword Planner. Ignore the information in the Ad group ideas tab, and instead go straight to the Keyword ideas tab. Rather than wade through the very unfriendly interface, I recommend downloading the data as a spreadsheet, in which not only is more detail included, but you can also slice, dice, sort and report the data as required.\n\nFrom there you can delete all the irrelevant columns, and start working your way through the list, deleting any irrelevant keywords as you go along.\n\nIt\u2019s around this stage that you may hit a problem in terms of where to focus your efforts. The number of reported searches for a given keyword is of course important, but so is the level of competition. Ideally, you\u2019d like keywords with plenty of searches but not too much competition.\n\nI personally like to factor both together by adding a column that simply divides the number of searches squared by the level of competition:\n\n(number of searches \u00d7 number of searches) \u00f7 competition\n\nThere are plenty of alternatives to this basic formula, but I like it for ease of use and simplicity. Once I\u2019ve added this column, I then sort the data by this value (largest to smallest) and I then only usually need ten to fifteen keywords at most to give me plenty of ideas to work with.\n\nThis is a slightly involved but effective methodology for keyword research, as what you\u2019re left with is a list of keywords that both Google and you consider to be relevant to the content of your website. And relevance is an important concept in SEO.\n\nReal SEO keyword research is about making sure that your customers, website and Google are all in agreement and alignment over the content of your website. Other sources of inspiration and ideas include having a look at what terms your competition are targeting, Google Trends and, of course, Google Suggest. If you\u2019re not sure where to find these things, you can probably work out where to search for them!\n\nIf you want to dive further into understanding your current search engine status, search for some of the better keywords that you just discovered and see where you rank compared to your competition. Note that it\u2019s vital to avoid Google serving up personalised results, so either use the privacy, incognito or anonymous mode of your browser for the searches, or use a browser that you don\u2019t normally use. I hope this is Internet Explorer. If what you find isn\u2019t great, don\u2019t despair: everything in SEO is fixable (terms and conditions may apply).\n\nPutting it all together\n\nYou should now have a good idea of where things stand with your current search engine traffic, and a solid list of keywords that you\u2019re not getting visitors for but very much want.\n\nAll that\u2019s left now is to work out how to use these keywords. But before we do, let\u2019s take a quick step back.\n\nIf you have in any way kept up with what\u2019s been happening in SEO over the last couple of years, you\u2019ll have probably heard about Google updates with names like Panda, Hummingbird, Phantom, Pirate and more.\n\nI won\u2019t go into the technical details of what Google is doing, but it is important to understand why they\u2019re trying to do it. At the most basic level, Google understands that there\u2019s a very real problem with people who are trying manipulate its index. In response to this, Google is trying to clean up its results. They don\u2019t want people getting fed up with bad results and considering other options \u2013 have you even tried Bing?\n\nThis is extremely important. Remember earlier when I said that 70% of SEO was easy? That rule still applies. So, for example, if you have a list of keywords that you know are relevant to what you sell, then all you need to do is create great content for them. Incredibly, that\u2019s all there is to it (terms and conditions apply again, unfortunately \u2013 see below).\n\nThere is, however, one simple rule to be consistently followed without exception: that the content you create should not only be good quality and completely original, but it should also be written primarily for the human visitor and not the search engine spider.\n\nIn other words, if you create some fantastic content for a keyword like \u201cchoosing a small business HR service\u201d, then the article should not only make perfect sense if read out loud (as opposed to the same phrase being repeated fifteen times), but also provide real value to the person reading it.\n\nSo the process is simple:\n\n\n\tChoose your keywords\n\tCreate spectacular content\n\n\nWait. Is it really that simple?\n\nUnfortunately there\u2019s a lot more to the other 30% of SEO than just creating great content and waiting for the visitors. There are issues like helping Google understand the content on your pages and website, incoming links, page authority, domain authority, usage patterns, spam factors, canonical issues and much more.\n\nBut there\u2019s the often overlooked fact about Google: it actually does a reasonable job of working out what\u2019s on your website and (to some extent) understanding the gist of it. If you\u2019ve never done any SEO on your website but still get some traffic from Google, this is why.\n\nEven without dabbling in the other 30% of SEO, by creating the right content for the right visitors using the precise language and terminology that your potential customers are using, you\u2019re significantly better off than your competition. And you can only gain from this.\n\nWhen you\u2019ve checked this off your to-do list and made it an ingrained part of your content creation process, then you\u2019re ready to delve into the other 30% of SEO. The not-so-easy side.\n\nUntil then, work on understanding your current situation, exploring the opportunities, creating a list of good keywords, creating the right content for them, and starting 2015 with a little bit of smart, safe and real SEO.", "year": "2014", "author": "Dave Collins", "author_slug": "davecollins", "published": "2014-12-15T00:00:00+00:00", "url": "https://24ways.org/2014/seo-in-2015-and-why-you-should-care/", "topic": "business"}
{"rowid": 44, "title": "Taglines and Truisms", "contents": "To bring her good luck, \u201cwhite rabbits\u201d was the first thing that my grandmother said out loud on the first day of every month. We all need a little luck, but we shouldn\u2019t rely on it, especially when it comes to attracting new clients.\n\nThe first thing we say to a prospective client when they visit our website for the first time helps them to understand not only what we do but why we do it. We can also help them understand why they should choose to work with us over one of our competitors.\n\nTake a minute or two to look at your competitors\u2019 websites. What\u2019s the first thing that they say about themselves? Do they say that they \u201cdesign delightful digital experiences,\u201d \u201ccraft beautiful experiences\u201d or \u201ccreate remarkable digital experiences?\u201d\n\nIt\u2019s easy to find companies who introduce themselves with what they do, their proposition, but what a company does is only part of their story. Their beliefs and values, what they stand for why they do what they do are also important. \n\nWhen someone visits our websites for the first time, we have only a brief moment to help them understand us. To help us we can learn from the advertising industry, where the job of a tagline is to communicate a concept, deliver a message and sell a product, often using only a few words.\n\nWhen an advertising campaign is effective, its tagline stays with you, sometimes long after that campaign is over. For example, can you remember which company or brand these taglines help to sell? (Answers at the bottom of the article:)\n\n\nThe Ultimate Driving Machine\nJust Do It\nDon\u2019t Leave Home Without It\n\n\nA clever tagline isn\u2019t just a play on words, although it can include one. A tagline does far more than help make your company memorable. Used well, it brings together notions of what makes your company and what you offer special. Then it expresses those notions in a few words or possibly a short sentence. \n\nI\u2019m sure that everyone can find examples of company slogans written in the type of language that should stay within the walls of a marketing department. We can also find taglines where the meaning is buried so deep that the tag itself becomes effectively meaningless.\n\nA meaningful tagline supports our ideas about who we are and what we offer, and provides a platform for different executions of them, sometimes over a period of time. For a tagline to work well, it must allow for current and future ideas about a brand.\n\nIt must also be meaningful to our brand and describe a truism, a truth that need not be a fact or statistic, but something that\u2019s true about us, who we are, what we do and why that\u2019s distinctive. It can be obvious, funny, serious or specific but above all it must be true. It should also be difficult to argue with, making your messages difficult to argue with too.\n\nI doubt that I need remind you who this tagline belongs to:\n\n\n\tThere are some things money can\u2019t buy. For everything else there\u2019s MasterCard.\n\n\nThat tagline was launched in 1997 by McCann-Erickson along with the \u201cPriceless\u201d campaign and it helped establish MasterCard as a friendlier credit card company, one with a sense of humour. \n\nMasterCard\u2019s truism is that the things which really matter in life can\u2019t be bought. They are worth more than anything that a monetary value can be applied to. In expressing that truism through the tagline, MasterCard\u2019s advertising tells people to use not just any credit card, but their MasterCard, to pay for everything they buy.\n\n\u201cGuinness is good for you\u201d may have been a stretch, but \u201cGood things come to those who wait\u201d builds on the truism that patience is a virtue and therefore a good pint of Guinness takes time to pour (119.5 seconds. I know you were wondering.)\n\nThe fact that British Airways flies to more destinations than any other airline is their truism, and led their advertisers to the now famous tagline, \u201cThe world\u2019s favourite airline.\u201d\n\n\n\nAt my company, Stuff & Nonsense, we\u2019ve been thinking about taglines as we think about our position within an industry that seems full of companies who \u201cdesign\u201d, \u201ccraft\u201d, and \u201ccreate\u201d \u201cdelightful\u201d, \u201cbeautiful\u201d, \u201cremarkable digital experiences\u201d.\n\nMuch of what made us different has changed along with the type of work we\u2019re interested in doing. Our work\u2019s expanded beyond websites and now includes design for mobile and other media. It\u2019s true we can\u2019t know how or where it will be seen. The ways that we make it are flexible too as we\u2019re careful not to become tied to particular tools or approaches. \n\nIt\u2019s also true that we\u2019re a small team. One that\u2019s flexible enough to travel around the world to work alongside our clients. We join their in-house teams and we collaborate with them in ways that other agencies often find more difficult. We know that our clients appreciate our flexibility and have derived enormous value from it. We know that we\u2019ve won business because of it and that it\u2019s now a big part of our proposition.\n\nOur truism is that we\u2019re flexible, \u201cFabulously flexible\u201d as our tagline now expresses. And although we know that there may be other agencies who can be similarly flexible \u2013 after all, being flexible is not a unique selling proposition \u2013 only we do it so fabulously.\n\n\n\nAs the old year rolls into the new, how will your company describe what you do in 2015? More importantly, how will you tell prospective clients why you do it, what matters to you and why they should work with you?\n\nStart by writing a list of truisms about your company. Write as many as you can, but then whittle that list down to just one, the most important truth. Work on that truism to create a tagline that\u2019s meaningful, difficult to be argue with and, above all, uniquely yours.\n\nAnswers\n\n\nThe Ultimate Driving Machine (BMW)\nJust Do It (Nike)\nDon\u2019t Leave Home Without It (American Express)", "year": "2014", "author": "Andy Clarke", "author_slug": "andyclarke", "published": "2014-12-23T00:00:00+00:00", "url": "https://24ways.org/2014/taglines-and-truisms/", "topic": "business"}
{"rowid": 29, "title": "What It Takes to Build a Website", "contents": "In 1994 we lost Kurt Cobain and got the world wide web as a weird consolation prize. In the years that followed, if you\u2019d asked me if I knew how to build a website I\u2019d have said yes, I know HTML, so I know how to build a website. If you\u2019d then asked me what it takes to build a website, I\u2019d have had to admit that HTML would hardly feature.\n\nAmong the design nerdery and dev geekery it\u2019s easy to think that the nuts and bolts of building a page just need to be multiplied up and Ta-da! There\u2019s your website. That can certainly be true with weekend projects and hackery for fun. It works for throwing something together on GitHub or experimenting with ideas on your personal site. But what about working professionally on client projects?\n\nThe web is important, so we need to build it right.\n\nIt\u2019s 2015 \u2013 your job involves people paying you money for building websites. What does it take to build a website and to do it right? What practices should we adopt to make really great, successful and professional web projects in 2015? I put that question to some friends and 24 ways authors to see what they thought.\n\nGetting the tech right\n\nInevitably, it all starts with the technology. We work in a technical medium, after all. From Notepad and WinFTP through to continuous integration and deployment \u2013 how do you build sites?\n\nCreate a stable development environment\n\nThere\u2019s little more likely to send a web developer into a wild panic and a client into a wild rage than making a new site live and things just not working. That\u2019s why it\u2019s important to have realistic development and staging environments that mimic the live server as closely as possible.\n\nAre you in the habit of developing new sites right on the client\u2019s server? Or maybe in a subfolder on your local machine? It\u2019s time to reconsider.\n\nCharlie Perrins writes:\n\n\n\tDon\u2019t work on a live server \u2013 this feels like one of those gear-changing moments for a developer\u2019s growth. Build something that works just as well locally on your own machine as it does on a live server, and capture the differences in the code between the local and live version in a single config file. Ultimately, if you can get all the differences between environments down to a config level then you\u2019ll be in a really good position to automate the deployment process at some point in the future.\n\n\nAnything that creates a significant difference between the development and the live environments has the potential to cause problems you won\u2019t know about until the site goes live \u2013 and at that point the problems are very public and very embarrassing, not to mention unprofessional.\n\nA reasonable solution is to use a tool like MAMP PRO which enables you to set up an individual local website for each project you work on. Importantly, individual sites give you both consistency of paths between development and live, but also the ability to configure server options (like PHP versions and configuration, for example) to match the live site.\n\nBetter yet is to use a virtual machine, managed with a tool such as Vagrant. If you\u2019re interested in learning more about that, we have an article on that subject later in the series.\n\nUse source control\n\nTrent Walton writes:\n\n\n\tWe use source control, and it\u2019s become the centerpiece for how we handle collaboration, enhancements, and issues. It drives our process.\n\n\nI\u2019m hoping by now that you\u2019re either using source control for all your work, or feeling a nagging guilt that you should be. Be it Git, Mercurial, Subversion (name your poison), a revision control system enables you to keep track of changes, revert anything that breaks, and keep rolling backups of your project.\n\nThe benefits only start there, and Charlie Perrins recommends using source control \u201cnot just as a personal backup of your code, but as a way to play nicely with other developers.\u201c\n\nNoting the benefits when collaborating with other developers, he adds:\n\n\n\tGraduating from being the sole architect of your codebase to contributing to a shared codebase is a huge leap for a developer. Perhaps a practical way for people who tend to work on their own to do that would be to submit a pull request or a patch to an open source project or plugin.\u201d\n\n\nRichard Rutter of Clearleft sees clear advantages for the client, too. He recommends using source control \u201cpreferably in some sort of collaborative environment that you can open up or hand over to the client\u201d \u2013 a feature found with hosted services such as GitHub.\n\nIf you\u2019d like to hone your Git skills, Emma Jane Westby wrote Git for Grown-ups in last year\u2019s 24 ways.\n\nDon\u2019t repeat, automate!\n\nTim Kadlec is a big proponent of automating your build process:\n\n\n\tI\u2019ve been hammering that home to every client I\u2019ve had this year. It\u2019s amazing how many companies don\u2019t really have a formal build/deployment process in place. So many issues on the web (performance, accessibility, etc.) can be greatly improved just by having a layer of automation involved.\n\n\tFor example, graphic editing software spits out ridiculously bloated images. Very frequently, that\u2019s what ends up getting put on a site. If you have a build process, you can have the compression automated and start seeing immediate gains for no effort. On a recent project, they were able to shave around 1.5MB from their site weight simply by automating compression.\n\n\nOnce you have your code in source control, some of that automation can be made easier. Brian Suda writes:\n\n\n\tWe have a few bash scripts that run on git commit: they compile the less, jslint and remove white-space, basically the 3 Cs, Compress, Concatenate, Combine. This is now part of our workflow without even realising it.\n\n\nOne great way to get started with a build process is to use a tool like Grunt, and a great way to get started with Grunt is to read Chris Coyier\u2019s Grunt for People Who Think Things Like Grunt are Weird and Hard.\n\nTim reinforces:\n\n\n\tIssues like [image compression]  \u2014  or simple accessibility issues like alt tags on images  \u2014  should never be able to hit a live server. If you can detect it, you can automate it. And if you can automate it, you can free up time for designers and developers to focus on more challenging \u2014 and interesting \u2014 problems.\n\n\nA clear call to arms to tighten up and formalise development and deployment practices. The less that has to be done manually or is susceptible to change, the less that can go wrong when a site is built and deployed. Any procedures that are automated are no longer dependant on a single person\u2019s knowledge, making it easier to build your team or just cope when someone important is out of the office or leaves.\n\nIf you\u2019re interested in kicking the FTP habit and automating your site deployments, we have an article later in the series just for you.\n\nBuild systems, not sites\n\nOne big theme arising this year was that of building websites as systems, not as individual pages.\n\nBrad Frost:\n\n\n\tFor me, teams making websites in 2015 shouldn\u2019t be working on just-another-redesign redesign. People are realizing that in order to make stable, future-friendly, scalable, extensible web experiences they\u2019re going to need to think more systematically. That means crafting deliberate and thoughtful design systems. That means establishing front-end style guides. That means killing the out-dated, siloed, assembly-line waterfall process and getting cross-disciplinary teams working together in meaningful ways. That means treating development as design. That means treating performance as design. That means taking the time out of the day to establish the big picture, rather than aimlessly crawling along quarter by quarter.\n\n\nDesigner and developer Jina Bolton also advocates the use of style guides, and recommends making the guide a project deliverable:\n\n\n\tConsider adding on a style guide/UI library to your project as a deliverable for maintainability and thinking through all UI elements and components.\n\n\nVal Head agrees: \u201cbuild and maintain a style guide for each project\u201d she wrote. On the subject of approaching a redesign, she added:\n\n\n\tA UI inventory goes a long way to helping get your head around what a design system needs in the early stages of a redesign project.\n\n\nSo what about that old chestnut, responsive web design? Should we be making sites responsive by default? How about mobile first?\n\nRichard Rutter:\n\n\n\tThink mobile first unless you have a very good reason not to. Remember to take the client with you on this principle, otherwise it won\u2019t work as a convincing piece of design.\n\n\nTrent Walton adds:\n\n\n\tThe more you can test and sort of skew your perception for what is typical on the web, the better. 4k displays hooked up to 100Mbps connections can make one extremely unsympathetic.\n\n\nThe value of testing with real devices is something Ruth John appreciates. She wrote:\n\n\n\tI still have my own small device lab at home, even though I work permanently for a well-established company (which has a LOT of devices at its disposal) \u2013 it just means I can get a good overview of how things are looking during development.\n\n\nAnd speaking of systems, Mark Norman Francis recommends the use of measuring tools to aid the design process; \u201c[U]se analytics and make decisions from actual data\u201d he suggests, rather than relying totally on intuition.\n\nTim Kadlec adds a word on performance planning:\n\n\n\tI think having a performance budget in place should now be a given on any project. We\u2019ve proven pretty conclusively through a hundred and one case studies that performance matters. And over the last year or so, we\u2019ve really seen a lot of great tools emerge to help track and enforce performance budgets. There\u2019s not really a good excuse for not using one any more.\n\n\nIt\u2019s clear that in the four years since Ethan Marcotte\u2019s Responsive Web Design article the diversity of screen sizes, network connection speeds and input methods has only increased. New web projects should presume visitors will be using anything from a watch up to a big screen desktop display, and from being offline, through to GPRS, 3G and fast broadband.\n\nWill it take more time to design and build for those constraints? Yes, it most likely will. If Internet Explorer is brave enough to ask to be your default browser, you can be brave enough to tell your client they need to build responsively.\n\nWorking collaboratively\n\nA big part of delivering a successful website project is how we work together, both as a design team and a wider project team with the client.\n\nVal Head recommends an open line of communication:\n\n\n\tKeep conversations going. With clients, with teammates. Talking is so important with the way we work now. A good team conversation place, like Slack, is slowly becoming invaluable for me too.\n\n\nRuth John agrees:\n\n\n\tWe\u2019ve recently opened up our lines of communication by using Slack. It has transformed the way we work. We\u2019re easily more productive and collaborative on projects, as well as making it a lot easier for us all to work remotely (including freelancers).\n\n\nShe goes on to point out how tools can be combined to ease team communication without adding further complications:\n\n\n\tWe have a private GitHub organisation (which everyone who works with us is granted access to), which not only holds all our project code but also a team wiki. This has lots of information to get you set up within the team, as well as coding guidelines and best practices and other admin info, like contact numbers/emails for the team.\n\n\nSmall-A agile is also the theme of the day, with Mark Norman Francis suggesting an approach of \u201csmall iterations with constant feedback around individual features, not spec-it-all-first\u201d. He also encourages you to review as you go, at each stage of the project:\n\n\n\tAlways reflect on what went well and what went badly, and how you can learn from that, even if not Doing Agile\u2122. Ultimately \u201cbest practices\u201d should come from learning lessons (both good and bad).\n\n\nRichard Rutter echoes this, warning against working in isolation from the client for too long:\n\n\n\tAvoid big reveals. Your engagement with the client should be participatory. In business no one likes surprises.\n\n\nThis experience rings true for Ruth John who recommends involving real users in the feedback loop, not just the client:\n\n\n\tWe also try and get feedback on what we\u2019re building as soon and as often as we can with our stakeholders/clients and real users.\n\n\nWe should also remember that our role is to serve the client\u2019s needs, not just bill them for whatever we can. Brian Suda adds:\n\n\n\tDon\u2019t sell clients on things they don\u2019t need. We can spout a lot of jargon and scare clients into thinking you are a god. We can do things few can now, but you can\u2019t rip people off because they are unknowledgeable.\n\n\nBut do clients know what they\u2019re getting, even when they see it? Trent Walton has an interesting take:\n\n\n\tWe focus on prototypes over image-based comps at all costs, especially when meetings are involved. It\u2019s much easier to assess a prototype, and too often with image-based comps, discussions devolve into how something might feel when actually live, or how a layout could change to fit a given viewport.\n\n\nVal Head also likes to get work into the browser:\n\n\n\tSketch design ideas with any software you like, but get to the browser as soon as possible.\n\n\nBeyond your immediate team, Emma Jane Westby has advice for looking further afield:\n\n\n\tInvest time into building relationships within your (technical) community. You never know when you might be able to lend a hand; or benefit from someone who\u2019s able to lend theirs.\n\n\nAnd when things don\u2019t go according to plan, Brian Suda has the following advice:\n\n\n\tIf something doesn\u2019t work out, be professional and don\u2019t burn bridges. It will always come back to you.\n\n\nThe best work comes from working collaboratively, not just as a team within an agency or department, but with the client and stakeholders too. If doing your job and chucking it over the fence ever worked, it certainly doesn\u2019t fly any more. You can work in isolation, but doing really great work requires collaboration.\n\nThe business end\n\nWhen you\u2019re building sites professionally, every team member has to think about the business aspects. Estimating time, setting billing rates, and establishing deliverables are all part of the job.\n\nIn 2008, Andrew Clarke gave us the Contract Killer sample contract we could use to establish a working agreement for a web design project. Richard Rutter agrees that contracts are still an essential part of business:\n\n\n\tThey are there for both parties\u2019 protection. Make sure you know what will happen if you decide you don\u2019t want to work with the client any more (it happens) and, of course, what circumstances mean they can stop taking your services.\n\n\nHaving a contract is one thing, but does it adequately protect both you and the client? Emma Jane Westby adds:\n\n\n\tFind a good IP lawyer/legal counsel. I routinely had an IP lawyer read all of my contracts to find loopholes I wouldn\u2019t have noticed. I didn\u2019t always change the contract, but at least I knew what might come back to bite me.\n\n\nSo, you have a contract in place, and know what the project is. Brian Suda recommends keeping track of time and making sure you bill fairly for the hours the project costs you:\n\n\n\tIf I go to a meeting and they are 15 minutes late, the billing clock has already started. They can\u2019t expect me to be in the 1h meeting and not bill for the extra 15\u201330 minutes they wasted. It goes both ways too. You need to do your best to respect their deadlines and time frame \u2013 this is always hard to get right.\n\n\nAs ever, it\u2019s good business to do good business. Perhaps we can at last shed the old image of web designers being snowboarding layabouts and demonstrate to clients that we care as much about conducting professional business as they do.\n\nTime to review\n\nIt\u2019s a lot to take in. Some of these ideas and practices will be familiar, others new and yet to be evaluated. The web moves at a fast pace, and we need to be constantly reexamining our tools, techniques and working practices. The most important thing is not to blindly adopt any and all suggestions, but to carefully look at what the benefits might be and decide how they apply to your work.\n\nCould you benefit from more formalised development and deployment procedures? Would your design projects run more smoothly and have a longer maintainable life if you approached the solution as a componentised system rather than a series of pages? Are your teams structured in a way that enables the most fluid communication, or are there changes you could make? Are your billing procedures and business agreements serving you and your clients in the best way possible?\n\nThe new year is a good time to look at your working practices and see what can be improved, and maybe this time next year you\u2019ll look back and think \u201cthank goodness we don\u2019t work like that any more\u201d.", "year": "2014", "author": "Drew McLellan", "author_slug": "drewmclellan", "published": "2014-12-01T00:00:00+00:00", "url": "https://24ways.org/2014/what-it-takes-to-build-a-website/", "topic": "business"}
{"rowid": 51, "title": "Blow Your Own Trumpet", "contents": "Even if your own trumpet\u2019s tiny and fell out of a Christmas cracker, blowing it isn\u2019t something that everyone\u2019s good at. Some people find selling themselves and what they do difficult. But, you know what? Boo hoo hoo. If you want people to buy something, the reality is you\u2019d better get good at selling, especially if that something is you.\nFor web professionals, the best place to tell potential business customers or possible employers about what you do is on your own website. You can write what you want and how you want, but that doesn\u2019t make knowing what to write any easier. As a matter of fact, writing for yourself often proves harder than writing for someone else.\nI spent this autumn thinking about what I wanted to say about  Stuff & Nonsense on the website we relaunched recently. While I did that, I spoke to other designers about how they struggled to write about their businesses.\nIf you struggle to write well, don\u2019t worry. You\u2019re not on your own. Here are five ways to hit the right notes when writing about yourself and your work.\nBe genuine about who you are\nI\u2019ve known plenty of talented people who run a successful business pretty much single-handed. Somehow they still feel awkward presenting themselves as individuals. They wonder whether describing themselves as a company will give them extra credibility. They especially agonise over using \u201cwe\u201d rather than \u201cI\u201d when describing what they do. These choices get harder when you\u2019re a one-man band trading as a limited company or LLC business entity.\nIf you mainly work alone, don\u2019t describe yourself as anything other than \u201cI\u201d. You might think that saying \u201cwe\u201d makes you appear larger and will give you a better chance of landing bigger and better work, but the moment a prospective client asks, \u201cHow many people are you?\u201d you\u2019ll have some uncomfortable explaining to do. This will distract them from talking about your work and derail your sales process. There\u2019s no need to be anything other than genuine about how you describe yourself. You should be proud to say \u201cI\u201d because working alone isn\u2019t something that many people have the ability, business acumen or talent to do.\nExplain what you actually do\nHow many people do precisely the same job as you? Hundreds? Thousands? The same goes for companies. If yours is a design studio, development team or UX consultancy, there are countless others saying exactly what you\u2019re saying about what you do. Simply stating that you code, design or \u2013 God help me \u2013 \u201chandcraft digital experiences\u201d isn\u2019t enough to make your business sound different from everyone else. Anyone can and usually does say that, but people buy more than deliverables. They buy something that\u2019s unique about you and your business.\nPotentially thousands of companies deliver code and designs the same way as Stuff & Nonsense, but our clients don\u2019t just buy page designs, prototypes and websites from us. They buy our taste for typography, colour and layout, summed up by our \u201cIt\u2019s the taste\u201d tagline and bowler hat tip to the PG Tips chimps. We hope that potential clients will understand what\u2019s unique about us. Think beyond your deliverables to what people actually buy, and sell the uniqueness of that.\nDescribe work in progress\nIt\u2019s sad that current design trends have made it almost impossible to tell one website from another. So many designers now demonstrate finished responsive website designs by pasting them onto iMac, MacBook, iPad and iPhone screens that their portfolios don\u2019t fare much better. Every designer brings their own experience, perspective and process to a project. In my experience, it\u2019s understanding those differences which forms a big part of how a prospective client makes a decision about who to work with. Don\u2019t simply show a prospective client the end result of a previous project; explain your process, the development of your thinking and even the wrong turns you took.\nTraditional case studies, like the one I\u2019ve just written about Stuff & Nonsense\u2019s work for WWF UK, can take a lot of time. That\u2019s probably why many portfolios get out of date very quickly. Designers make new work all the time, so there must be a better way to show more of it more often, to give prospective clients a clearer understanding of what we do. At Stuff & Nonsense our solution was to create a feed where we could post fragments of design work throughout a project. This also meant rewriting our Contract Killer to give us permission to publish work before someone signs it off.\nOutline a client\u2019s experience\nRecently a client took me to one side and offered some valuable advice. She told me that our website hadn\u2019t described anything about the experience she\u2019d had while working with us. She said that knowing more about how we work would\u2019ve helped her make her buying decision.\nWhen a client chooses your business, they\u2019re hoping for more than a successful outcome. They want their project to run smoothly. They want to feel that they made a correct decision when they chose you. If they work for an organisation, they\u2019ll want their good judgement to be recognised too. Our client didn\u2019t recognise her experience because we hadn\u2019t made our own website part of it. Remember, the challenge of creating a memorable user experience starts with selling to the people paying you for it.\nAddress your ideal client\nIt\u2019s important to understand that a portfolio\u2019s job isn\u2019t to document your work, it\u2019s to attract new work from clients you want. Make sure that work you show reflects the work you want, because what you include in your portfolio often leads to more of the same.\nWhen you\u2019re writing for your portfolio and elsewhere on your website, imagine that you\u2019re addressing your ideal client. Picture them sitting opposite and answer the questions they\u2019d ask as you would in conversation. Be direct, funny if that\u2019s appropriate and serious when it\u2019s not. If it helps, ask a friend to read the questions aloud and record what you say in response. This will help make what you write sound natural. I\u2019ve found this technique helps clients write copy too.\nToot your own horn\nSome people confuse expressing confidence in yourself and your work as boastfulness, but in a competitive world the reality is that if you are to succeed, you need to show confidence so that others can show their confidence in you. If you want people to hear you, pick up your trumpet and blow it.", "year": "2015", "author": "Andy Clarke", "author_slug": "andyclarke", "published": "2015-12-23T00:00:00+00:00", "url": "https://24ways.org/2015/blow-your-own-trumpet/", "topic": "business"}
{"rowid": 56, "title": "Helping VIPs Care About Performance", "contents": "Making a site feel super fast is the easy part of performance work. Getting people around you to care about site speed is a much bigger challenge. How do we keep the site fast beyond the initial performance work? Keeping very important people like your upper management or clients invested in performance work is critical to keeping a site fast and empowering other designers and developers to contribute.\nThe work to get others to care is so meaty that I dedicated a whole chapter to the topic in my book Designing for Performance. When I speak at conferences, the majority of questions during Q&A are on this topic. When I speak to developers and designers who care about performance, getting other people at one\u2019s organization or agency to care becomes the most pressing question.\nMy primary response to folks who raise this issue is the question: \u201cWhat metric(s) do your VIPs care about?\u201d This is often met with blank stares and raised eyebrows. But it\u2019s also our biggest clue to what we need to do to help empower others to care about performance and work on it. Every organization and executive is different. This means that three major things vary: the primary metrics VIPs care about; the language they use about measuring success; and how change is enacted. By clueing in to these nuances within your organization, you can get a huge leg up on crafting a successful pitch about performance work.\nLet\u2019s start with the metric that we should measure. Sure, (most) everybody cares about money - but is that really the metric that your VIPs are looking at each day to measure the success or efficacy of your site? More likely, dollars are the end game, but the metrics or key performance indicators (KPIs) people focus on might be:\n\nrate of new accounts created/signups\ncost of acquiring or retaining a customer\nvisitor return rate\nvisitor bounce rate\nfavoriting or another interaction rate\n\nThese are just a few examples, but they illustrate how wide-ranging the options are that people care about. I find that developers and designers haven\u2019t necessarily investigated this when trying to get others to care about performance. We often reach for the obvious \u2013 money! \u2013 but if we don\u2019t use the same kind of language our VIPs are using, we might not get too far. You need to know this before you can make the case for performance work.\nTo find out these metrics or KPIs, start reading through the emails your VIPs are sending within your company. What does it say on company wikis? Are there major dashboards internally that people are looking at where you could find some good metrics? Listen intently in team meetings or thoroughly read annual reports to see what these metrics could be.\nThe second key here is to pick up on language you can effectively copy and paste as you make the case for performance work. You need to be able to reflect back the metrics that people already find important in a way they\u2019ll be able to hear. Once you know your key metrics, it\u2019s time to figure out how to communicate with your VIPs about performance using language that will resonate with them.\nLet\u2019s start with visit traffic as an example metric that a very important person cares about. Start to dig up research that other people and companies have done that correlates performance and your KPI. For example, cite studies:\n\n\u201cWhen the home page of Google Maps was reduced from 100KB to 70\u201380KB, traffic went up 10% in the first week, and an additional 25% in the following three weeks.\u201d (source).\n\nRead through websites like WPOStats, which collects the spectrum of studies on the impact of performance optimization on user experience and business metrics. Tweet and see if others have done similar research that correlates performance and your site\u2019s main KPI.\nOnce you have collected some research that touches on the same kind of language your VIPs use about the success of your site, it\u2019s time to present it. You can start with something simple, like a qualitative description of the work you\u2019re actively doing to improve the site that translates to improved metrics that your VIPs care about. It can be helpful to append a performance budget to any proposal so you can compare the budget to your site\u2019s reality and how it might positively impact those KPIs folks care about.\nWords and graphs are often only half the battle when it comes to getting others to care about performance. Often, videos appeal to folks\u2019 emotions in a way that is missed when glancing through charts and graphs. On A List Apart I recently detailed how to create videos of how fast your site loads. Let\u2019s say that your VIPs care about how your site loads on mobile devices; it\u2019s time to show them how your site loads on mobile networks.\nOpen video\n\nYou can use these videos to make a number of different statements to your VIPs, depending on what they care about:\n\nLook at how slow our site loads versus our competitor!\nLook at how slow our site loads for users in another country!\nLook at how slow our site loads on mobile networks!\n\nAgain, you really need to know which metrics your VIPs care about and tune into the language they\u2019re using. If they don\u2019t care about the overall user experience of your site on mobile devices, then showing them how slow your site loads on 3G isn\u2019t going to work. This will be your sales pitch; you need to practice and iterate on the language and highlights that will land best with your audience. \nTo make your sales pitch as solid as possible, gut-check your ideas on how to present it with other co-workers to get their feedback. Read up on how to construct effective arguments and deliver them; do some research and see what others have done at your company when pitching to VIPs. Are slides effective? Memos or emails? Hallway conversations? Sometimes the best way to change people\u2019s minds is by mentioning it in informal chats over coffee. Emulate the other leaders in your organization who are successful at this work. \nEvery organization and very important person is different. Learn what metrics folks truly care about, study the language that they use, and apply what you\u2019ve learned in a way that\u2019ll land with those individuals. It may take time to craft your pitch for performance work over time, but it\u2019s important work to do. If you\u2019re able to figure out how to mirror back the language and metrics VIPs care about, and connect the dots to performance for them, you will have a huge leg up on keeping your site fast in the long run.", "year": "2015", "author": "Lara Hogan", "author_slug": "larahogan", "published": "2015-12-08T00:00:00+00:00", "url": "https://24ways.org/2015/helping-vips-care-about-performance/", "topic": "business"}
{"rowid": 60, "title": "What\u2019s Ahead for Your Data in 2016?", "contents": "Who owns your data? Who decides what can you do with it? Where can you store it? What guarantee do you have over your data\u2019s privacy? Where can you publish your work? Can you adapt software to accommodate your disability? Is your tiny agency subject to corporate regulation? Does another country have rights over your intellectual property?\nIf you aren\u2019t the kind of person who is interested in international politics, I hate to break it to you: in 2016 the legal foundations which underpin our work on the web are being revisited in not one but three major international political agreements, and every single one of those questions is up for grabs. These agreements \u2013 the draft EU Data Protection Regulation (EUDPR), the Trans-Pacific Partnership (TPP), and the draft Transatlantic Trade and Investment Partnership (TTIP) \u2013 stand poised to have a major impact on your data, your workflows, and your digital rights. While some proposed changes could protect the open web for the future, other provisions would set the internet back several decades.\nIn this article we will review the issues you need to be aware of as a digital professional. While each of these agreements covers dozens of topics ranging from climate change to food safety, we will focus solely on the aspects which pertain to the work we do on the web.\nThe Trans-Pacific Partnership\nThe Trans-Pacific Partnership (TPP) is a free trade agreement between the US, Japan, Malaysia, Vietnam, Singapore, Brunei, Australia, New Zealand, Canada, Mexico, Chile and Peru \u2013 a bloc comprising 40% of the world\u2019s economy. The agreement is expected to be signed by all parties, and thereby to come into effect, in 2016. This agreement is ostensibly about the bloc and its members working together for their common interests. However, the latest draft text of the TPP, which was formulated entirely in secret, has only been made publicly available on a Medium blog published by the U.S. Trade Representative which features a patriotic banner at the top proclaiming \u201cTPP: Made in America.\u201d The message sent about who holds the balance of power in this agreement, and whose interests it will benefit, is clear.\nBy far the most controversial area of the TPP has centred around the provisions on intellectual property. These include copyright terms of up to 120 years, mandatory takedowns of allegedly infringing content in response to just one complaint regardless of that complaint\u2019s validity, heavy and disproportionate penalties for alleged violations, and \u2013 most frightening of all \u2013 government seizures of equipment allegedly used for copyright violations. All of these provisions have been raised without regard for the fact that a trade agreement is not the appropriate venue to negotiate intellectual property law.\nOther draft TPP provisions would restrict the digital rights of people with disabilities by banning the workarounds they use every day. These include no exemptions for the adaptations of copywritten works for use in accessible technology (such as text-to-speech in ebook readers), a ban on circumventing DRM or digital locks in order to convert a file to an accessible format, and requiring the takedown of adapted works, such as a video with added subtitles, even if that adaptation would normally have fallen under the definition of fair use.\nThe e-commerce provisions would prohibit data localisation, the practice of requiring data to be physically stored on servers within a country\u2019s borders. Data localisation is growing in popularity following the Snowden revelations, and some of your own personal data may have been recently \u201clocalised\u201d in response to the Safe Harbor verdict. Prohibiting data localisation through the TPP would address the symptom but not the cause.\nThe Electronic Frontier Foundation has published an excellent summary of the digital rights issues raised by the agreement along with suggested actions American readers can take to speak out.\nTransatlantic Trade and Investment Partnership\nTTIP stands for the Transatlantic Trade and Investment Partnership, a draft free trade agreement between the United States and the EU. The plan has been hugely controversial and divisive, and the internet and digital provisions of the draft form just a small part of that contention.\nThe most striking digital provision of TTIP is an attempt to circumvent and override European data protection law. As EDRI, a European digital rights organisation, noted:\n\n\u201cthe US proposal would authorise the transfer of EU citizens\u2019 personal data to any country, trumping the EU data protection framework, which ensures that this data can only be transferred in clearly defined circumstances. For years, the US has been trying to bypass the default requirement for storage of personal data in the EU. It is therefore not surprising to see such a proposal being {introduced} in the context of the trade negotiations.\u201d\n\nThis draft provision was written before the Safe Harbor data protection agreement between the EU and US was invalidated by the Court of Justice of the European Union. In other words, there is no longer any protective agreement in place, and our data is as vulnerable as this political situation. However, data protection is a matter of its own law, the acting Data Protection Directive and the draft EU Data Protection Reform. A trade agreement, be it the TTIP or the TPP, is not the appropriate place to revamp a law on data protection.\nOther digital law issues raised by TTIP include the possibility of renegotiating standards on encryption (which in practice means lowering them) and renegotiating intellectual property rights such as copyright. The spectre of net neutrality has even put in an appearance, with an attempt to introduce rules on access to the internet itself being introduced as provisions.\nTTIP is still under discussion, and this month the EU trade representative said that \u201cwe agreed to further intensify our work during 2016 to help negotiations move forward rapidly.\u201d This has been cleverly worded: this means the agreement has little chance of being passed or coming into effect in 2016, which buys civil society more precious time to speak out.\nThe EU Data Protection Regulation\nOn 15 December 2015 the European Commission announced their agreement on the text of the draft General Data Protection Regulation. This law will replace its predecessor, the EU Data Protection Regulation of 1995, which has done a remarkable job of protecting data privacy across the continent throughout two decades of constant internet evolution.\nThe goal of the reform process has been to return power over data, and its uses, to citizens. Users will have more control over what data is captured about them, how it is used, how it is retained, and how it can be deleted. Businesses and digital professionals, in turn, will have to restructure their relationships with client and customer data. Compliance obligations will increase, and difficult choices will have to be made. However, this time should be seen as an opportunity to rethink our relationship with data. After Snowden, Schrems, and Safe Harbor, it is clear that we cannot go back to the way things were before. In an era of where every one of our heartbeats is recorded on a wearable device and uploaded to a surveilled data centre in another country, the need for reform has never been more acute.\nWhile texts of the draft GDPR are available, there is not enough mulled wine in the world that will help you get through them. Instead, the law firm Fieldfisher Waterhouse has produced this helpful infographic which will give you a good idea of the changes we can expect to see (view full size):\n\nThe most surprising outcome announced on 15 December was the new regulation\u2019s teeth. Under the new law, companies that fail to heed the updated data protection rules will face fines of up to 4% of their global turnover. Additionally, the law expands the liability for data protection to both the controller (the company hosting the data) and the data processor (the company using the data). The new law will also introduce a one-stop shop for resolving concerns over data misuse. Companies will no longer be able to headquarter their European operations in countries which are perceived to have relatively light-touch data protection enforcement (that means you, Ireland) as a means of automatically rejecting any complaints filed by citizens outside that country.\nFor digital professionals, the most immediate concern is analytics. In fact, I am going to make a prediction: in 2016 we will begin to see the same misguided war on analytics that we saw on cookies. By increasing the legal liabilities for both data processors and controllers \u2013 in other words, the company providing the analytics as well as the site administrator studying them \u2013 the new regulation risks creating disproportionate burdens as well as the same \u201cguilt by association\u201d risks we saw in 2012. There have already been statements made by some within the privacy community that analytics are tracking, and tracking is surveillance, therefore analytics are evil. Yet \u201cjust don\u2019t use analytics,\u201d as was suggested by one advocate, is simply not an option. European regulators should consult with the web community to gain a clear understanding of why analytics are vital to everyday site administrators, and must find a happy medium that protects users\u2019 data without criminalising every website by default. No one wants a repeat of the crisis of consent, as well as the scaremongering, caused by the cookie law.\nAssuming the text is adopted in 2016, the new EU Data Protection Regulation would not come into effect until 2018. We have a considerable challenge ahead, but we also have plenty of time to get it right.", "year": "2015", "author": "Heather Burns", "author_slug": "heatherburns", "published": "2015-12-21T00:00:00+00:00", "url": "https://24ways.org/2015/whats-ahead-for-your-data-in-2016/", "topic": "business"}
{"rowid": 312, "title": "Preparing to Be Badass Next Year", "contents": "Once we\u2019ve eaten our way through the holiday season, people will start to think about new year\u2019s resolutions. We tend to focus on things that we want to change\u2026 and often things that we don\u2019t like about ourselves to \u201cfix\u201d. We set rules for ourselves, or try to start new habits or stop bad ones. We focus in on things we will or won\u2019t do. \nFor many of us the list of things we \u201cought\u201d to be spending time on is just plain overwhelming \u2013 family, charity/community, career, money, health, relationships, personal development. \nIt\u2019s kinda scary even just listing it out, isn\u2019t it? I want to encourage you to think differently about next year.\nThe ever-brilliant Kathy Sierra articulates a better approach really well when talking about the attitude we should have to building great products. She tells us to think not about what the user will do with our product, but about what they are trying to achieve in the real world and how our product helps them to be badass1.\nWhen we help the user be badass, then we are really making a difference. \nI suppose this is one way of saying: focus not on what you will do, focus on what it will help you achieve. How will it help you be awesome?\nIn what ways do you want to be more badass next year?\nA professional lens\nThough of course you might want to focus in on health or family or charity or community or another area next year, many people will want to become more badass in their chosen career. \nSo let\u2019s talk about a scaffold to help you figure out your professional / career development next year. \nFirst up, an assumption: everyone wants to be awesome. Nobody gets up in the morning aiming to be crap at their job. Nobody thinks to themselves \u201cToday I am aiming for just south of mediocre, and if I can mess up everybody else\u2019s ability to do good work then that will be just perfect2\u201d. \nErgo, you want to be awesome. So what does awesome look like? \nDanger!\nThe big trap that people fall into when think about their professional development is to immediately focus on the things that they aren\u2019t good at. When you ask people \u201cwhat do you want to work on getting better at next year?\u201d they frequently gravitate to the things that they believe they are bad at. \nWhy is this a trap? Because if you focus all your time and energy on improving the areas that you suck at, you are going to end up middling at everything. Going from bad \u2192 mediocre at a given skill / behaviour takes a bunch of time and energy. So if you spend all your time going from bad \u2192 mediocre at things, what do you think you end up? That\u2019s right, mediocre. \nMediocrity is not a great career goal, kids. \nWhat do you already rock at?\nThe much better investment of time and energy is to go from good \u2192 awesome. It often takes the same amount of relative time and energy, but wow the end result is better! So first, ask yourself and those who know you well what you are already pretty damn good at. Combat imposter syndrome by asking others. \nThen figure out how to double down on those things. What does brilliant look like for a given skill? What\u2019s the knowledge or practice that you need to level yourself up even further in that thing?\nBut what if I really really suck?\nAdmittedly, sometimes something you suck at really is holding you back. But it\u2019s important to separate out weaknesses (just something you suck at) from controlling weaknesses (something you suck at that actually matters for your chosen career). \nIf skill x is just not an important thing for you to be good at, you may never need to care that you aren\u2019t good at it. If your current role or the one you aspire to next really really requires you to be great at x, then it\u2019s worth investing your time and energy (and possibly money too) getting better at it.\nSo when you look at the things that you aren\u2019t good at, which of those are actually essential for success?\nThe right ratio\nA good rule of thumb is to pick three things you are already good at to work on becoming awesome at and limit yourself to one weakness that you are trying to improve on. That way you are making sure that you get to awesome in areas where you already have an advantage, and limit the amount of time you are spending on going from bad \u2192 mediocre. \nLevelling up learning\nSo once you\u2019ve figured out your areas you want to focus on next year, what do you actually decide to do? \nMost of all, you should try to design your day-to-day work in a way that it is also an effective learning experience. This means making sure you have a good feedback loop \u2013 you get to try something, see if it works, learn from it, rinse and repeat. \nIt\u2019s also about balance: you want to be challenged enough for work to be interesting, without it being so hard it\u2019s frustrating. You want to do similar / the same things often enough that you get to learn and improve, without it being so repetitive that it\u2019s boring. \nContinuously getting better at things you are already good at is actually both easier and harder than it sounds. The advantage is that it\u2019s pretty easy to add the feedback loop to make sure that you are improving; the disadvantage is that you\u2019re already good at these skills so you could easily just \u201cdo\u201d without ever stopping to reflect and improve. Build in time for personal retrospectives (\u201cWhat went well? What didn\u2019t? What one thing will I choose to change next time?\u201d) and find a way of getting feedback from outside sources as well. \nAs for the new skills, it\u2019s worth knowing that skill development follows a particular pattern:\n\nWe all start out unconsciously incompetent (we don\u2019t know what to do and if we tried we\u2019d unwittingly get it wrong), progress on to conscious incompetence (we now know we\u2019re doing it wrong) then conscious competence (we\u2019re doing it right but wow it takes effort and attention) and eventually get to unconscious competence (automatically getting it right). \nYour past experiences and knowledge might let you move faster through these stages, but no one gets to skip them. Invest the time and remember you need the feedback loop to really improve. \nWhat about keeping up?\nEverything changes very fast in our industry. We need to invest in not falling behind, in keeping on top of what great looks like. There are a bunch of ways to do this, from reading blog posts, following links on Twitter, reading books to attending conferences or workshops, or just finding time to build things in new ways or with new technologies. \nWhich will work best for you depends on how you best learn. Do you prefer to swallow a book? Do you learn most by building or experimenting? \nWhatever your learning style though, remember that there are three real needs:\n\nScan the landscape (what\u2019s changing, does it matter)\nGain the knowledge or skills (get the detail)\nApply the knowledge or skills (use it in reality)\n\nWhen you remember that you need all three of these things it can help you get more of what you do. \nFor me personally, I use a combination of conferences and blogs / Twitter to scan the landscape. Half of what I want out of a conference is just a list of things to have on my radar that might become important. I then pick a couple of things to go read up on more (I personally learn most effectively by swallowing a book or spec or similar). And then I pick one thing at a time to actually apply in real life, to embed the skill / knowledge. \nIn summary\n\nAim to be awesome (mediocrity is not a career goal).\nFigure out what you already rock at.\nOnly care about stuff you suck at that matters for your career.\nPick three things to go from good \u2192 awesome and one thing to go from bad \u2192 mediocre (or mediocre \u2192 good) this year.\nDesign learning into your daily work.\nScan the landscape, learn new stuff, apply it for real. \nBe badass!\n\n\n\n\n\nShe wrote a whole book about it. You should read it: Badass: Making Users Awesome\u00a0\u21a9\n\n\nBefore you argue too vehemently: I suppose some antisocial sociopathic bastards do exist. Identify them, and then RUN AWAY FAST AS YOU CAN #realtalk\u00a0\u21a9", "year": "2016", "author": "Meri Williams", "author_slug": "meriwilliams", "published": "2016-12-22T00:00:00+00:00", "url": "https://24ways.org/2016/preparing-to-be-badass-next-year/", "topic": "business"}
{"rowid": 208, "title": "All That Glisters", "contents": "Tradition has it that at this time of year, families gather together, sit, eat and share stories. It\u2019s an opportunity for the wisdom of the elders to be passed down to the younger members of the tribe. Tradition also has it that we should chase cheese downhill and dunk the nice lady to prove she\u2019s a witch, so maybe let\u2019s not put too much stock in that.\nI\u2019ve been building things on the web professionally for about twenty years, and although the web has changed immeasurably, it\u2019s probably not changed as much as I have. While I can happily say I\u2019m not the young (always right, always arrogant) developer that I once was, unfortunately I\u2019m now an approaching-middle-age developer who thinks he\u2019s always right and on top of it is extremely pompous. What can you do? Nature has devised this system with the distinct advantage of allowing us to always be right, and only ever wrong in the future or in the past. So let\u2019s roll with it.\nIncreasingly, there seems to be a sense of fatigue within our industry. Just when you think you\u2019ve got a handle on whatever the latest tool or technology is, something new comes out to replace it. Suddenly you find that you\u2019ve invested precious time learning something new and it\u2019s already old hat. The pace of change is so rapid, that new developers don\u2019t know where to start, and experienced developers don\u2019t know where it ends. With that in mind, here\u2019s some fireside thoughts from a pompous old developer, that I hope might bring some Christmas comfort.\nReliable and boring beats shiny and new\nThere are so many new tools, frameworks, techniques, styles and libraries to learn. You know what? You don\u2019t have to use them. You\u2019re not a bad developer if you use Grunt even though others have switched to Gulp or Brunch or Webpack or Banana Sandwich. It\u2019s probably misguided to spend lots of project time messing around with build tool fashions when your so last year build tool is already doing what you need.\nJust a little reminder that it\u2019s about 100 times more important what you build than how you build it.\u2014 Chris Coyier (@chriscoyier) December 10, 2017\n\nI think it helps if we understand why so many new solutions exist. Most developers are predisposed to enjoy creating new things more than improving established systems. It\u2019s natural, because it\u2019s actually much easier and more exciting to create something new that works exactly how you think it should be than to improve an existing, imperfect solution. Improving and refactoring a system is hard, and it takes real chops, much more than just building something new.\nThe consequence of this is that new tools appear all the time. A developer will get a fresh new idea of how to tackle a problem \u2013 usually out of dissatisfaction with an existing solution, and figure the best way to implement that idea is to build something new around it. Often, that something new will do the same job as something old that already exists; it will just do it in a different way. Sometimes in a better way. Sometimes, just different.\nxkcd: Standards\nThat\u2019s not to say new tools are bad, and it\u2019s not bad that they exist. We shouldn\u2019t be crushing new ideas, and it\u2019s not wrong to adopt a new solution over an old one, but you know what? There\u2019s no imperative to switch right away. The next time you hit a pain point with your current solution, or have time to re-evaluate, check out what\u2019s new and see how the latest generation of tools and technologies can help. There\u2019s no prize for solving problems you don\u2019t have yet, and heading further into the desert in search of water is a survival tactic, not an aspiration.\nNew is better, but also worse\nSoftware, much like people, is born with a whole lot of potential and not much utility. Newborns \u2014 both digital and meaty \u2014 are exciting and cute but they also lead to sleepless nights and pools of vomit.\nNew technology contains lots of useful new features, but it\u2019s also more likely to contain bugs and be subject to more rapid change. Jumping on a new framework is great, right until there are API changes and you need to refactor your entire project to be able to update. More mature solutions have a higher weight of existing projects on their shoulders, and so the need to maintain backward compatibility is stronger. Things still move forward, but in a more controlled way.\nSo how do we balance the need to move technology forward with the need to provide mature and stable solutions for the projects we work on? I think there\u2019s a couple of good ways to do that.\nGet personal\nUse all the new shiny tools on your side-projects, personal projects, seasonal throw-aways and anywhere where the stakes are low. If you know you can patch around problems without much consequence, go for it. Build your personal blog on a CMS that stores data in the woven bark of a silver birch. Find where it breaks. Find where it excels. Find yourself if you like. When it comes to high-stakes projects, you\u2019ll hopefully have enough experience to know what you\u2019re getting into.\nFocus on the unique problem\nThat\u2019s not to say you should never risk using a new technology for \u2018real\u2019 work. Instead, distinguish the areas of your project where a new technology solves a specifically identified, measurable business objective, verses those where it won\u2019t. \nA brand new web application framework might be fun to use, but are you in the business of solving a web application framework problem?  That new web server made of taffeta might increase static file throughput slightly, but are you in the business of serving static assets, or would it be better to just run up nginx and never have to think about that problem again. (Clue: it\u2019s the nginx one.)\nBut when it comes to building that live sports interface for keeping fans up to date with the blow-by-blow of the big game, that\u2019s where it might make sense to take a risk on an amazing-looking new JavaScript realtime interface framework. That\u2019s the time to run up a breakthrough new message queue server that can deliver jobs to workers via extrasensory perception and keep the score updates flowing instantaneously. \nThose are the risks worth taking, as those new technologies have the potential to help you solve your core problems in a markedly improved way. Unproven technology is worth the risk if it solves a specific business objective. If it doesn\u2019t, don\u2019t make work for yourself - use something mature and stable.\nPick the right tools\nOur job as developers is to solve problems using code, and do so in an effective and responsible way. You\u2019ve been hired to use your expertise in picking the right tools for the job, and a big part of that is weighing up the risk verse the reward of each part of the system. The best tools for the job might be something cutting edge, but \u2018best\u2019 can also mean most stable, reliable or easy-to-hire-for.\nGo out and learn (and create!) new tools and experiment with them. Understand what problems they solve and what the pitfalls are. Use them in production for low-stakes projects to get real experience, and then once you really know their character, then think about using them when the stakes are higher.\nThe rest of the time? The tools you\u2019re using now are solid and proven and you know their capabilities and pitfalls well. They might not always be the fashionable candidate, but they often make for a very solid choice.", "year": "2017", "author": "Drew McLellan", "author_slug": "drewmclellan", "published": "2017-12-24T00:00:00+00:00", "url": "https://24ways.org/2017/all-that-glisters/", "topic": "business"}
{"rowid": 196, "title": "Designing a Remote Project", "contents": "I came across an article recently, which I have to admit made my blood boil a little. Yes, I know it\u2019s the season of goodwill and all that, and I\u2019m going to risk sounding a little Scrooge-like, but I couldn\u2019t help it. It was written by someone who\u2019d tried out \u2018telecommuting\u2019 (big sigh) a.k.a. remote or distributed working. They\u2019d tested it in their company and decided it didn\u2019t work. \nWhy did it enrage me so much? Well, this person sounded like they\u2019d almost set it up to fail. To them, it was the latest buzzword, and they wanted to offer their employees a \u2018perk\u2019. But it was going to be risky, because, well, they just couldn\u2019t trust their employees not to be lazy and sit around in their pyjamas at home, watching TV, occasionally flicking their mousepad to \u2018appear online\u2019. Sounds about right, doesn\u2019t it?\nWell, no. This attitude towards remote working is baked in the past, where working from one office and people all sitting around together in a cosy circle singing kum-by-yah* was a necessity not an option. We all know the reasons remote working and flexibility can happen more easily now: fast internet, numerous communication channels, and so on. But why are companies like Yahoo! and IBM backtracking on this? Why is there still such a negative perception of this way of working when it has so much real potential for the future?\n*this might not have ever really happened in an office.\nSo what is remote working? It can come in various formats. It\u2019s actually not just the typical office worker, working from home on a specific day. The nature of digital projects has been changing over a number of years. In this era where organisations are squeezing budgets and trying to find the best value wherever they can, it seems that the days of whole projects being tackled by one team, in the same place, is fast becoming the past. What I\u2019ve noticed more recently is a much more fragmented way of putting together a project \u2013 a mixture of in-house and agency, or multiple agencies or organisations, or working with an offshore team. In the past we might have done the full integrated project from beginning to end, now, it\u2019s a piece of the pie. \nWhich means that everyone is having to work with people who aren\u2019t sat next to them even more than before. Whether that\u2019s a freelancer you\u2019re working with who\u2019s not in the office, an offshore agency doing development or a partner company in another city tackling UX\u2026 the future is looking more and more like a distributed workplace.\nSo why the negativity, man?\nAs I\u2019ve seen from this article, and from examples of large corporations changing their entire philosophy away from remote working, there\u2019s a lot of negativity towards this way of working. Of course if you decide to let everyone work from home when they want, set them off and then expect them all to check in at the right time or be available 24/7 it\u2019s going to be a bit of a mess.  Equally if you just jump into work with a team on the other side of the world without any setup, should you expect anything less than a problematic project?\nOkay, okay so what about these people who are going to sit on Facebook all day if we let them work from home? It\u2019s the age old response to the idea of working from home. I can\u2019t see the person, so how do I know what they are doing?\nThis comes up regularly as one of the biggest fears of letting people work remotely. There\u2019s also the perceived lack of productivity and distractions at home. The limited collaboration and communication with distributed workers. The lack of availability. The lower response times.  \nHang on a second, can\u2019t these all still be problems even if you\u2019ve got your whole team sat in the same place? \u201cThey won\u2019t focus on work.\u201d How many people will go on Facebook or Twitter whilst sat in an office? \u201cThey won\u2019t collaborate as much.\u201d How many people sit in the office with headphones on to block out distractions? I think we have to move away from the idea that being sat next to people automatically makes them work harder. If the work is satisfying, challenging, and relevant to a person \u2013 surely we should trust them to do it, wherever they are sat?\nThere\u2019s actually a lot of benefits to remote working, and having distributed teams. Offering this as a way of working can attract and retain employees, due to the improved flexibility. There can actually be fewer distractions and disruptions at home, which leads to increased productivity. To paraphrase Jason Fried in his talk \u2018Why work doesn\u2019t happen at work\u2019, at home there are voluntary distractions where you have to choose to distract yourself with something. At the office these distractions become involuntary. Impromptu meetings and people coming to talk to you all the time are actually a lot more disruptive. Often, people find it easier to focus away from the office environment. \nThere\u2019s also the big benefit for a lot of people of the time saved commuting. The employee can actually do a lot that\u2019s beneficial to them in this time, rather than standing squeezed into people\u2019s armpits on public transport. Hence increased job satisfaction. With a distributed team, say if you\u2019re working with an off-shore team, there could be a wider range of talent to pick from and it also encourages diversity. There can be a wider range of cultural differences and opinions brought to a project, which encourages more diverse ways of thinking.\nTackling the issues - or, how to set up a project with a remote team\nBut that isn\u2019t to say running projects with a distributed team or being a remote worker is easy, and can just happen, like that. It needs work \u2013 and good groundwork \u2013 to ensure you don\u2019t set it up to fail. So how do you help create a smoother remote project?\nStart with trust\nFirst of all, the basis of the team needs to be trust. Yes I\u2019m going to sound a little like a cheesy, self-help guru here (perhaps in an attempt to seem less Scrooge-like and inject some Christmas cheer) but you do need to trust the people working remotely as well as them trusting you. This extends to a distributed team. You can\u2019t just tell the offshore team what to do, and micromanage them, scared they won\u2019t do what you want, how you want it because you can\u2019t see them. You need to give them ownership and let them manage the tasks. Remember, people are less likely to criticise their own work. Make them own the work and they are more likely to be engaged and productive.\nSet a structure\nDistributed teams and remote workers can fail when there is no structure \u2013 just as much as teams sitting together fail without it too. It\u2019s not so much setting rules, as having a framework to work within. Eliminate blockers before they happen. Think about what could cause issues for the team, and think of ways to solve this. For example, what do you do if you won\u2019t be able to get hold of someone for a few hours because of a time difference? Put together a contingency, e.g. is there someone else on your time zone you could go to with queries after assessing the priority? Would it be put aside until that person is back in? Define team roles and responsibilities clearly. Sit down at the beginning of the project and clearly set out expectations. Also ask the team, what are their expectations of you?\nThere won\u2019t be a one size fits all framework either. Think about your team, the people in it, the type of project you\u2019re working with, the type of client and stakeholder. This should give you an idea of what sort of communications you\u2019ll need on the project. Daily calls, video calls, Slack channels, the choice is yours.\nDecide on the tools\nTo be honest, I could spend hours talking about the different tools you can use for communication. But you know them, right? And in the end it\u2019s not the tool that\u2019s important here - it\u2019s the communication that\u2019s being done on the tool. Tools need to match the type of communications needed for your team. One caveat here though, never rely solely on email! Emails are silos, and can become beasts to manage communications on.\nTransparency in communication\nGood communication is key. Make sure there are clear objectives for communication. Set up one time during the week where those people meet together, discuss all the work during that week that they\u2019ve done. If decisions are made between team members who are together, make sure everyone knows what these are. But try to make collective decisions where you can, when it doesn\u2019t impact on people\u2019s time.\nHave a face-to-face kick off\nYes, I know this might seem to counter my argument, but face-to-face comms are still really important. If it\u2019s feasible, have an in-person meeting to kick off your project, and to kick off your team working together. An initial meeting, to break the ice, discuss ways of working, set the goals, can go a long way to making working with distributed teams successful. If this is really not viable, then hold a video call with the team. Try to make this a little more informal. I know, I know, not the dreaded cringey icebreakers\u2026 but something to make everyone relax and get to know each other is really important. Bring everybody together physically on a regular basis if you can, for example with quarterly meetings. You\u2019ve got to really make sure people still feel part of a team, and it often takes a little more work with a remote team. Connect with new team members, one-on-one first, then you can have more of a \u2018remote\u2019 relationship. \nGet visual\nVisual communication is often a lot better tool to use than just a written sentence, and can help bring ideas to life. Encourage people to sketch things, take a photo and add this to your written communications. Or use a mockup tool to sketch ideas.\nBut what about Agile projects?\nThe whole premise of Agile projects is to have face-to-face contact I hear you cry. The Agile Manifesto itself states \u201cThe most efficient and effective method of conveying information to and within a development team is face-to-face conversation\u201d. However, this doesn\u2019t mean the death of remote working. In fact loads of successful companies still run Agile projects, whilst having a distributed team. With all the collaborative tools you can use for centralising code, tracking tasks, visualising products, it\u2019s not difficult to still communicate in a way that works. Just think about how to replicate the principles of Agile remotely - working together daily, a supportive environment, trust, and simplicity. How can you translate these to your remote or distributed team? \nOne last thought to leave you with before you run off to eat your mince pies (in your pyjamas, whilst working). A common mistake in working with a remote project team or working remotely yourself, is replacing distance with time. If you\u2019re away from the office you think you need to always be \u2018on\u2019 \u2013 messaging, being online, replying to requests. If you have a distributed team, you might think a lot of meetings, calls, and messages will be good to foster communication. But don\u2019t overload these meetings, calls, and communication. This can be disruptive in itself. Give people the gift of some uninterrupted time to actually do some work, and not feel like they have to check in every second.", "year": "2017", "author": "Suzanna Haworth", "author_slug": "suzannahaworth", "published": "2017-12-06T00:00:00+00:00", "url": "https://24ways.org/2017/designing-a-remote-project/", "topic": "business"}
{"rowid": 250, "title": "Build up Your Leadership Toolbox", "contents": "Leadership. It can mean different things to different people and vary widely between companies. Leadership is more than just a job title. You won\u2019t wake up one day and magically be imbued with all you need to do a good job at leading. If we don\u2019t have a shared understanding of what a Good Leader looks like, how can we work on ourselves towards becoming one? How do you know if you even could be a leader? Can you be a leader without the title?\nWhat even is it?\nI got very frustrated way back in my days as a senior developer when I was given \u201cadvice\u201d about my leadership style; at the time I didn\u2019t have the words to describe the styles and ways in which I was leading to be able to push back. I heard these phrases a lot:\n\nyou need to step up\nyou need to take charge\nyou need to grab the bull by its horns\nyou need to have thicker skin\nyou need to just be more confident in your leading\nyou need to just make it happen\n\nI appreciate some people\u2019s intent was to help me, but honestly it did my head in. WAT?! What did any of this even mean. How exactly do you \u201cstep up\u201d and how are you evaluating what step I\u2019m on? I am confident, what does being even more confident help achieve with leading? Does that not lead you down the path of becoming an arrogant door knob? >___<\nWhile there is no One True Way to Lead, there is an overwhelming pattern of people in positions of leadership within tech industry being held by men. It felt a lot like what people were fundamentally telling me to do was to be more like an extroverted man. I was being asked to demonstrate more masculine associated qualities (#notallmen). I\u2019ll leave the gendered nature of leadership qualities as an exercise in googling for the reader.\nI\u2019ve never had a good manager and at the time had no one else to ask for help, so I turned to my trusted best friends. Books.\nI <3 books\nI refused to buy into that style of leadership as being the only accepted way to be. There had to be room for different kinds of people to be leaders and have different leadership styles.\nThere are three books that changed me forever in how I approach and think about leadership.\n\nPrimal leadership, by Daniel Goleman, Richard Boyatzis and Annie McKee\nQuiet, by Susan Cain\nDaring Greatly - How the Courage to be Vulnerable transforms the way we live, love, parent and Lead, by Bren\u00e9 Brown\n\nI recommend you read them. Ignore the slightly cheesy titles and trust me, just read them.\nPrimal leadership helped to give me the vocabulary and understanding I needed about the different styles of leadership there are, how and when to apply them.\nQuiet really helped me realise how much I was being undervalued and misunderstood in an extroverted world. If I\u2019d had managers or support from someone who valued introverts\u2019 strengths, things would\u2019ve been very different. I would\u2019ve had someone telling others to step down and shut up for a change rather than pushing on me to step up and talk louder over everyone else. It\u2019s OK to be different and needing different things like time to recharge or time to think before speaking. It also improved my ability to work alongside my more extroverted colleagues by giving me an understanding of their world so I could communicate my needs in a language they would get.\nBren\u00e9 Brown\u2019s book I am forever in debt to. Her work gave me the courage to stand up and be my own kind of leader. Even when no-one around me looked or sounded like me, I found my own voice.\nIt takes great courage to be vulnerable and open about what you can and can\u2019t do. Open about your mistakes. Vocalise what you don\u2019t know and asking for help. In some lights, these are seen as weaknesses and many have tried to use them against me, to pull me down and exclude me for talking about them. Dear reader, it did not work, they failed. The truth is, they are my greatest strengths. The privileges I have, I use for good as best and often as I can.\nJust like gender, leadership is not binary\nIf you google for what a leader is, you\u2019ll get many different answers. I personally think Bren\u00e9\u2019s version is the best as it is one that can apply to a wider range of people, irrespective of job title or function.\n\nI define a leader as anyone who takes responsibility for finding potential in people and processes, and who has the courage to develop that potential.\nBren\u00e9 Brown\n\nBeing a leader isn\u2019t about being the loudest in a room, having veto power, talking over people or ignoring everyone else\u2019s ideas. It\u2019s not about \u201ctelling people what to do\u201d. It\u2019s not about an elevated status that you\u2019re better than others. Nor is it about creating a hand wavey far away vision and forgetting to help support people in how to get there.\nBeing a Good Leader is about having a toolbox of leadership styles and skills to choose from depending on the situation. Knowing how and when to apply them is part of the challenge and difficulty in becoming good at it. It is something you will have to continuously work on, forever. There is no Done.\nLeaders are Made, they are not Born.\nBe flexible in your leadership style\n\nTypically, the best, most effective leaders act according to one or more of six distinct approaches to leadership and skillfully switch between the various styles depending on the situation.\n\nFrom the book, Primal Leadership, it gives a summary of 6 leadership styles which are:\n\nVisionary\nCoaching\nAffiliative\nDemocratic\nPacesetting\nCommanding\n\nVisionary, moves people toward a shared dream or future. When change requires a new vision or a clear direction is needed, using a visionary style of leadership helps communicate that picture. By learning how to effectively communicate a story you can help people to move in that direction and give them clarity on why they\u2019re doing what they\u2019re doing.\nCoaching, is about connecting what a person wants and helping to align that with organisation\u2019s goals. It\u2019s a balance of helping someone improve their performance to fulfil their role and their potential beyond.\nAffiliative, creates harmony by connecting people to each other and requires effective communication to aid facilitation of those connections. This style can be very impactful in healing rifts in a team or to help strengthen connections within and across teams. During stressful times having a positive and supportive connection to those around us really helps see us through those times.\nDemocratic, values people\u2019s input and gets commitment through participation. Taking this approach can help build buy-in or consensus and is a great way to get valuable input from people. The tricky part about this style, I find, is that when I gather and listen to everyone\u2019s input, that doesn\u2019t mean the end result is that I have to please everyone.\nThe next two, sadly, are the ones wielded far too often and have the greatest negative impact. It\u2019s where the \u201ctelling people what to do\u201d comes from. When used sparingly and in the right situations, they can be a force for good. However, they must not be your default style.\nPacesetting, when used well, it is about meeting challenging and exciting goals. When you need to get high-quality results from a motivated and well performing team, this can be great to help achieve real focus and drive. Sadly it is so overused and poorly executed it becomes the \u201cjust make it happen\u201d and driver of unrealistic workload which contributes to burnout.\nCommanding, when used appropriately soothes fears by giving clear direction in an emergency or crisis. When shit is on fire, you want to know that your leadership ability can help kick-start a turnaround and bring clarity. Then switch to another style. This approach is also required when dealing with problematic employees or unacceptable behaviour.\nCommanding style seems to be what a lot of people think being a leader is, taking control and commanding a situation. It should be used sparingly and only when absolutely necessary.\nBe responsible for the power you wield\nIf reading through those you find yourself feeling a bit guilty that maybe you overuse some of the styles, or overwhelmed that you haven\u2019t got all of these down and ready to use in your toolbox\u2026\nTake a breath. Take responsibility. Take action.\nNo one is perfect, and it\u2019s OK. You can start right now working on those. You can have a conversation with your team and try being open about how you\u2019re going to try some different styles. You can be vulnerable and own up to mistakes you might\u2019ve made followed with an apology. You can order those books and read them. Those books will give you more examples on those leadership styles and help you to find your own voice.\nThe impact you can have on the lives of those around you when you\u2019re a leader, is huge. You can help be that positive impact, help discover and develop potential in someone.\n\nTime spent understanding people is never wasted.\nCate Huston.\n\nI believe in you. <3 Mazz.", "year": "2018", "author": "Mazz Mosley", "author_slug": "mazzmosley", "published": "2018-12-10T00:00:00+00:00", "url": "https://24ways.org/2018/build-up-your-leadership-toolbox/", "topic": "business"}
{"rowid": 254, "title": "What I Learned in Six Years at GDS", "contents": "When I joined the Government Digital Service in April 2012, GOV.UK was just going into public beta. GDS was a completely new organisation, part of the Cabinet Office, with a mission to stop wasting government money on over-complicated and underperforming big IT projects and instead deliver simple, useful services for the public.\nLots of people who were experts in their fields were drawn in by this inspiring mission, and I learned loads from working with some true leaders. Here are three of the main things I learned.\n1. What is the user need?\n\u2028The main discipline I learned from my time at GDS was to always ask \u2018what is the user need?\u2019 It\u2019s very easy to build something that seems like a good idea, but until you\u2019ve identified what problem you are solving for the user, you can\u2019t be sure that you are building something that is going to help solve an actual problem.\nA really good example of this is GOV.UK Notify. This service was originally conceived of as a status tracker; a \u201cwhere\u2019s my stuff\u201d for government services. For example, if you apply for a passport online, it can take up to six weeks to arrive. After a few weeks, you might feel anxious and phone the Home Office to ask what\u2019s happening. The idea of the status tracker was to allow you to get this information online, saving your time and saving government money on call centres.\nThe project started, as all GDS projects do, with a discovery. The main purpose of a discovery is to identify the users\u2019 needs. At the end of this discovery, the team realised that a status tracker wasn\u2019t the way to address the problem. As they wrote in this blog post: \n\nStatus tracking tools are often just \u2018channel shift\u2019 for anxiety. They solve the symptom and not the problem. They do make it more convenient for people to reduce their anxiety, but they still require them to get anxious enough to request an update in the first place.\n\nWhat would actually address the user need would be to give you the information before you get anxious about where your passport is. For example, when your application is received, email you to let you know when to expect it, and perhaps text you at various points in the process to let you know how it\u2019s going. So instead of a status tracker, the team built GOV.UK Notify, to make it easy for government services to incorporate text, email and even letter notifications into their processes.\nMaking sure you know your user\nAt GDS user needs were taken very seriously. We had a user research lab on site and everyone was required to spend two hours observing user research every six weeks. Ideally you\u2019d observe users working with things you\u2019d built, but even if they weren\u2019t, it was an incredibly valuable experience, and something you should seek out if you are able to.\nEven if we think we understand our users very well, it is very enlightening to see how users actually use your stuff. Partly because in technology we tend to be power users and the average user doesn\u2019t use technology the same way we do. But even if you are building things for other developers, someone who is unfamiliar with it will interact with it in a way that may be very different to what you have envisaged.\nUser needs is not just about building things\nAsking the question \u201cwhat is the user need?\u201d really helps focus on why you are doing what you are doing. It keeps things on track, and helps the team think about what the actual desired end goal is (and should be). \nThinking about user needs has helped me with lots of things, not just building services. For example, you are raising a pull request. What\u2019s the user need? The reviewer needs to be able to easily understand what the change you are proposing is, why you are proposing that change and any areas you need particular help on with the review. \nOr you are writing an email to a colleague. What\u2019s the user need? What are you hoping the reader will learn, understand or do as a result of your email?\n2. Make things open: it makes things better\nThe second important thing I learned at GDS was \u2018make things open: it makes things better\u2019. This works on many levels: being open about your strategy, blogging about what you are doing and what you\u2019ve learned (including mistakes), and \u2013 the part that I got most involved in \u2013 coding in the open.\nTalking about your work helps clarify it\nOne thing we did really well at GDS was blogging \u2013 a lot \u2013 about what we were working on. Blogging about what you are working on is is really valuable for the writer because it forces you to think logically about what you are doing in order to tell a good story. If you are blogging about upcoming work, it makes you think clearly about why you\u2019re doing it; and it also means that people can comment on the blog post. Often people had really useful suggestions or clarifying questions.\nIt\u2019s also really valuable to blog about what you\u2019ve learned, especially if you\u2019ve made a mistake. It makes sure you\u2019ve learned the lesson and helps others avoid making the same mistakes. As well as blogging about lessons learned, GOV.UK also publishes incident reports when there is an outage or service degradation. Being open about things like this really engenders an atmosphere of trust and safe learning; which helps make things better.\nCoding in the open has a lot of benefits\nIn my last year at GDS I was the Open Source Lead, and one of the things I focused on was the requirement that all new government source code should be open. From the start, GDS coded in the open (the GitHub organisation still has the non-intuitive name alphagov, because it was created by the team doing the original Alpha of GOV.UK, before GDS was even formed).\nWhen I first joined GDS I was a little nervous about the fact that anyone could see my code. I worried about people seeing my mistakes, or receiving critical code reviews. (Setting people\u2019s mind at rest about these things is why it\u2019s crucial to have good standards around communication and positive behaviour - even a critical code review should be considerately given). \nBut I quickly realised there were huge advantages to coding in the open. In the same way as blogging your decisions makes you think carefully about whether they are good ones and what evidence you have, the fact that anyone in the world could see your code (even if, in practice, they probably won\u2019t be looking) makes everyone raise their game slightly. The very fact that you know it\u2019s open, makes you make it a bit better.\nIt helps with lots of other things as well, for example it makes it easier to collaborate with people and share your work. And now that I\u2019ve left GDS, it\u2019s so useful to be able to look back at code I worked on to remember how things worked.\nShare what you learn\nIt\u2019s sometimes hard to know where to start with being open about things, but it gets easier and becomes more natural as you practice. It helps you clarify your thoughts and follow through on what you\u2019ve decided to do. Working at GDS when this was a very important principle really helped me learn how to do this well.\n3. Do the hard work to make it simple (tech edition)\n\u2018Start with user needs\u2019 and \u2018Make things open: it makes things better\u2019 are two of the excellent government design principles. They are all good, but the third thing that I want to talk about is number 4: \u2018Do the hard work to make it simple\u2019, and specifically, how this manifests itself in the way we build technology.\nAt GDS, we worked very hard to do the hard work to make the code, systems and technology we built simple for those who came after us. For example, writing good commit messages is taken very seriously. There is commit message guidance, and it was not unusual for a pull request review to ask for a commit message to be rewritten to make a commit message clearer.\nWe worked very hard on making pull requests good, keeping the reviewer in mind and making it clear to the user how best to review it.\nReviewing others\u2019 pull requests is the highest priority so that no-one is blocked, and teams have screens showing the status of open pull requests (using fourth wall) and we even had a \u2018pull request seal\u2019, a bot that publishes pull requests to Slack and gets angry if they are uncommented on for more than two days.\nMaking it easier for developers to support the site\nAnother example of doing the hard work to make it simple was the opsmanual. I spent two years on the web operations team on GOV.UK, and one of the things I loved about that team was the huge efforts everyone went to to be open and inclusive to developers.\nThe team had some people who were really expert in web ops, but they were all incredibly helpful when bringing me on board as a developer with no previous experience of web ops, and also patiently explaining things whenever other devs in similar positions came with questions. \nThe main artefact of this was the opsmanual, which contained write-ups of how to do lots of things. One of the best things was that every alert that might lead to someone being woken up in the middle of the night had a link to documentation on the opsmanual which detailed what the alert meant and some suggested actions that could be taken to address it.\nThis was important because most of the devs on GOV.UK were on the on-call rota, so if they were woken at 3am by an alert they\u2019d never seen before, the opsmanual information might give them everything they needed to solve it, without the years of web ops training and the deep familiarity with the GOV.UK infrastructure that came with working on it every day.\nDevelopers are users too\nDoing the hard work to make it simple means that users can do what they need to do, and this applies even when the users are your developer peers. At GDS I really learned how to focus on simplicity for the user, and how much better this makes things work.\nThese three principles help us make great things\nI learned so much more in my six years at GDS. For example, the civil service has a very fair way of interviewing. I learned about the importance of good comms, working late, responsibly and the value of content design.\nAnd the real heart of what I learned, the guiding principles that help us deliver great products, is encapsulated by the three things I\u2019ve talked about here: think about the user need, make things open, and do the hard work to make it simple.", "year": "2018", "author": "Anna Shipman", "author_slug": "annashipman", "published": "2018-12-08T00:00:00+00:00", "url": "https://24ways.org/2018/what-i-learned-in-six-years-at-gds/", "topic": "business"}