Robert Paterson's Weblog

Networks and Trust - The New Evolution

Last week, prompted by pressure from my son to be more clear about networks in my upcoming book - You Don't need a Job - You need a Need a Network - some new thoughts pushed their way to the front and I wanted to share them with you in sketch book form.

Please help me get them more clear.

The Network Effect and the Trust Network Effect - There is a difference that is important. In the standard network effect, the value of the network to each member is linked to the growth of the connections. It is transactional. So the more phones that are connected to the network, the more valuable the network is in utility to each member. This is the mechanical approach to networks.  

For many people that I see using social media, this is their only goal. Many try and get as many "friends" as possible. If you are a real A lister - this works - you have influence. But for most people, having 7,000 friends on Facebook or Twitter doesn't mean a thing - IF YOU NEED SOMETHING.

I have been working a lot recently using Indiegogo and observing people who seek to raise money using crowd sourcing.

In every case that I have seen so far, the campaigns that worked had activated their core circle of trusted people who themselves had such a circle - who had such a circle and so on. It was this inner circle that did the work. The campaigns that just threw the ask out to the general network, tended to fail. There was no power to the general ask for help. 

Why is this? If I have 3,000 friends on facebook - why don't they help me - they say they are committed but they don't act?

I think of my own behaviour. I will only act if a few people that I know well and trust ask me. For the rest, the answer is always no. How small is this group? Maybe 8 and no more that 30+ depending on the context.

This is my real network. I only act on strong ties not weak.

It may extend further on occasion to people who used to be in the inner circle but for whom time has passed and they have moved further out. So an ex close colleague or friend can call out of the blue and I will be ready to act. They remain people who have been trusted, Any of you who have served in the military will know this. When a ex shipmate or buddy calls, you go back immediately to where you used to be in trust.

I am seeing that this inner circle of trust is the "leverage". You have to pay attention to your reputation and to your inner network. To get you have to give. It's all barn building. 

A high quality inner network is the goal.

This quality is all based on trust. So if I am right, then the drive for many friends is a waste of time and is based on the simple view of the network. We are not simple, we are complex humans! No Trust - No Commitment or Action.

The New Super Trust Leverage - Trust Platforms - What is new then and what I think is the Highland Park Game Changer - are platforms that create this level of trust among people who have never met!

Airbnb is a good example. Here is a platform that enables you to offer your place for rent to strangers. Etsy is another. Here is a platform that enables you to sell your crafts to strangers. Amazon is enabling a new publishing system for the "small" author. Visa is another. Visa is a platform that enables a retailer to take your money safely.

They key to all of these platforms is that they mediate and maintain high levels of trust. Thus enabling us to DO THINGS with small vendors and to be small vendors on a global scale.

They also do this at a very low cost. No Budget hotel chain can compete with Airbnb in price and value. No storefront with Etsy. No publisher can do what Amazon is doing for the small author. This trust mediation gives both sides of the transaction a deal that is impossible for the Factory model to replicate.

There is also a huge secondary impact. That is, as each of us buys from another in trust platforms, the trust that was at first mediated, becomes real. We tend to go back to the same places on Airbnb because we get to know and like each other. We get in touch with authors who use Kindle and start to have a real relationship with them.

So what I see is that the product of each successful transaction in trust platforms is the exponential increase in trust. This in turn increases the utility for all. The line between provider and consumer becomes blurred. This then is when an author can get crowd funding to help him write the new book! This is when the farmer can pre-sell his crop or meat in the spring for delivery in the fall.

The value is not confined to the connections alone but to the overall trust in the system.

This is the game changer. This is a much much better deal for all than the Highland Park system. It was Highland Park that overthrew the old local and artisan system because it was then a better deal for all. So I think Trust Platforms will overthrow the Highland Park world. 

Highland Park was the new factory that Henry Ford opened in 1910 that had all the new features of the Production Line installed. It was the DNA of the process that would be at the heart of all modern institutions. Mass Production killed the small and the local because it could offer a car for much less money than one made by hand by artisans. It also gave a large unskilled work force much more money than a day labourer job could. Both sides of the mass market were created.

This better deal meant that The small and the local got pushed to the fringe. The family farm nearly died. The local paper died. The bakery, dairy, butcher, general store, iron foundry all died. The local banker who knew everyone was no longer needed. The local doctor who had a stake in the health of his community was no longer needed. The local diner that held the community together was no longer needed. All were replaced by Highland Park. And so we ended up Bowling Alone - for as community died, so did Trust.

All became simple transactions. 

We all came to depend on a few vast organizations for all that is important for us. Vast organizations that not only do not care for us but work only for their own needs now. For the Highland Park Contract has been broken. Now most of us have the wages of day labourers, if we are lucky! Now most of the products and services are of low quality or worse, hurt us. 

We are ready for something better and something better is here. 

It's early days. It is maybe the equivalent of 1920. But I see Trust Platforms taking over the role of Highland Parks. They will do this because they are a better system. They offer more value to all. The evolutionary Tipping Point is 20%. Each time the trust platform takes 20% of the gross out of the sector, the Highland Park alternative will fall. 20 employees at Craigslist did this and look what happened to the mass production newspapers.

When 20% of kids  choose the Platform rather than school, most of the universities will fold. When 20% of us stop going to the doctor for our chronic illness, how will they and big pharma cope? Coming will be a local food system that is based on trust and real food. When 20% of us buy all our food locally, how will Big Food cope?

Highland Park is trapped by their fixed process costs. With a 20% loss of gross and a trend of lower gross as the network grows, they cannot stand.

Evolution will work quite well and has a good chance of solving what seems to be the impossible world situation in front of us.  

Why Modern Medicine is a Fail for Chronic Illness - And What will replace it

Why has modern medicine failed to stop the chronic illness epidemic? My quick answer is this. Modern Medicine has been captured by a simple linear idea of how the world works. It can only deal with local and simple problems. It cannot comprehend complex problems. It keeps trying to use simple tools, a pill based on one pathway that are based in the simple idea of cause and effect.

This all came from early success. 

Joseph Lister created a breakthrough in medicine in the 1860's when he discovered that you could prevent infection in major operations by washing your hands and spraying the site with carbolic acid. Of course it took more than 10 years to be accepted but by the 1890's surgery did not mean a high chance of dying from infection.

Lister solved a problem that was simple and local. Keep the wound clean. Keep all that touch the wound clean. Keep the room where you treat the wound clean. Jenner did the same with small pox. Vaccinate with a close relative and you create immunity. 

That is progress. But it is also the problem. Ever since then medicine wants the simple answer. It's early success in treating the simple has trained it to see only local cause and effect. 

This is why it has failed and can only fail in treating chronic illness. For Chronic Illness is a complex problem brought on by interactions between your ancestry, the food you eat, what you do with your body, how much time you spend outdoors, your social status and how much sleep you have. There is no local cause. There is no one cause. There is only many variables interacting over long periods of time that result in emergence of disease that in turn result in the emergence of more disease.

You become obese, then you might develop Type 2 Diabetes, then heart disease, then eye problems and so on. Or you might get depressed and then get an auto immune disease such as IBS or worse. 

Modern medicine treats each new disease as a stand alone. Much of the treatment drives further disease.

Our failure to see the difference between what can be seen as simple and local and what is complex is what is at the root of our failure.  Now chronic illness is an epidemic. Every decade in the 20th century it has got worse. Since 1980, the epidemic has accelerated exponentially. Billions of dollars has been spent in "research". The entire medical world has been looking for answers. And they have failed. Why?

I had a flash this weekend as I was doing a final edit for the first book of my series You Don't need a ..." Modern Medicine, like all of our industrial institutions, has a machine design. All are based in a core process that ends in the sale of a product or a procedure.

Modern medicine is a linear world where the pay off is in the sale of a drug, a test, or a procedure such as an operation or a Botox shot. No one gets paid to work with complexity. So no one does. 

All of Modern Medicine is focused on finding direct cause and effect pathways that end in a transaction that is based also on a mass market model. So in this world, depression can be "cured" by one pill. 

If I am correct - what do you think pile in please - then we cannot expect any results from medicine. Medicine is captured by the fallacy that all linear institutions share of the world being linear and so reducing all interaction to a single payoff - a classroom with a teacher - a newspaper with a journalist - a pill with a doctor.

All the money you raise to go to this research is wasted. All the money we spend in this model is wasted. Investing more in the study of epicycles is not going to make the Ptolemaic system work any better.

So what to do?

Dave Snowden's Cynefin model says it all for me. Modern Medicine lives in the right hand quadrant but our chronic illness lives in the left hand side. 

I don't think that the profession of medicine will welcome this insight. After all they all make their money and gain their status by their investment in the fallacy.

But we can help ourselves. For the systemic causes of chronic illness are all rooted in our lifestyle and in our ancestry. While complex they have only 4 quadrants.

1. Diet - Eat real food - give up all processed food - give up all grains and sugars - don't eat any food that has a chemical in it that you cannot read aloud
2. Be Active - Don't sit for more than 3 hours a day - Do physical work - be outside for at least an hour a day - get a dog - garden - get a standing desk
3. Get a Tribe - You will thrive when you have a real place and status in a  social group - we are primates - we have to groom and be groomed
4. Sleep More - Sleep is not just a mechanical time out - it is a vital part of keeping us renewed and well - we need 8 hours a day - have a dark room - light is the enemy - don't watch TV in bed - don't read in bed - don't get stimulated before bed

There is then one variable about how all of this interacts and that is our ancestry. The closer you are to beig a Hunter Gatherer, the worse the outcomes of breaching the evolutionary norms for these quadrants. That is why First Nations People, Polynesians and Scots and Irish do do badly in the chronic illness spectrum. 

There are no doctors in this picture are there? There will be a new research world though. A Big Data Crowd Sourced world. Where millions of us will share data about who we are - the ancestry variable and what we are doing and then we will start to see the emergent truth of what works best for you and for me. 

Emergence is the new research frontier. But the powers that be will hate that because there is no transactional payoff. There will be no pill. There will be no procedure. There will be only the knowledge that what you and I are eating or doing is working or not for us as individuals. 

We will have to find a new way of setting up this kind of research. 

Trillions of dollars of cost will go away. There will be a true revolution in health and in human society. 

Much more later this fall when I will release "You Don't Need a Doctor" I am still on track to release "You Don't Need a Job" and "You Don't need a Banker" at the end of June.

The London Tube Map - An example of how we might map social systems?

Here is a delighful short documentary by the BBC on the Tube Map. The breakthrough in its design by Harry Beck is that it focused not on the reality of the geography - that is so complex - but on making the links and connections very clear. You as a travellor always know where to go and how to get there. Here is a nice link to more information. 

Here is the 1933 Map

As I watched this I started to wonder about whether this principle might apply to mapping social networks?

What do you thinK?

 

 

How can a choir become a Social Object?

This is a story about using "Story". The challenge was this. A small team of Alumni and from WDAV a Public Radio station in Charlotte NC had organized a tour for the Choir of the Cathedral from my old college at Oxford, Christ Church. We of course wanted full houses. We did  not have the money to do PR in the old way. How then could we use the web instead?

How could we make the choir into a "Social Object"?

This is how we pulled this off with the help of Tom King our wonderful web guru and ex chorister himself. 

The web is more than the tools and technology. We love stories about people. We love to have our say. We love to go behind the scenes. The community knows more than any expert. An engaged community can do far more than the hardest working individual. The web can unlock these forces. 

Using this context, we set out to use the web to tell a story and so engage a community. For we knew that more than 60 million people sing or have sung in a choir in America. Could we tap into this? Could they do the work?

At the outset we set the context. Before the tour began, we produced a deep background series on the Choir itself. Here is one of the videos about the choir. What was our history, who were the people and what was their life like. Here is an amazing interview with 2 choristers.  Here is a piece on the Choristers.

 

We did the same for the music. We have to care about that too before we hear it. Here is Christ Church rehearsing in Toronto with their Host Choir from Grace Church. 

We have to care also about the places. Every host had their own space too where we made it easy for their local community to know what would happen and how to get tickets. Here at Grace Church on the Hill in Toronto is how we supported every venue. 

By the time the choir boarded the plane, the world of the tour had been vividly drawn and a community of support had been brought to life. 

We then set up a process and the rules for how all those who were directly involved in the tour could tell their own story. Singers, radio stations, hosts, parents, friends and family took up their cameras and pens and covered every moment of the tour. We used facebook and people also sent Tom and I material that we put onto the site daily. Here we are in New York. The story unfolded like a Dickens book in daily chapters that were as novel to the author as to the reader. So all was fresh and exciting.

We got what we wanted - full houses and standing ovations all the way.

And as a result, we saw something new and unexpected. Firstly, we could see that the Cathedral is no longer bounded by its walls. We can implant the cathedral in the hearts of people. Secondly, we could see that we at the centre do not have to do all the work. We are no longer constrained by our own limited resources. With the right invitation, the community will do the work. 

We know now that the future of the choir is now tied into the web in this way. Is it not for you too?

The full web story is here.

Attention - the new wealth - what it is & how to measure it

In the old economy that still lingers you could buy “Attention”. A large advertising budget could force you into the minds of others. But we are becoming numb to this assault. Increasingly we only trust people that we know. “Attention” is shifting from the Institution with the budget to the “Person” with personal reputation or “Clout”.

This transition from the Institution to the Personal is surely one of the most paradigm shifting aspects of the time we live in?

Here is the “Godfather” of the idea of the Attention Economy – Michael Goldhaber back in 1997 explaining this shift from Attention that you could buy to Attention that you could only Earn!

“.. money now flows along with attention, or, to put this in more general terms, when there is a transition between economies, the old kind of wealth easily flows to the holders of the new. Thus, when the market-based, proto-industrial economy first began to replace the feudal system of Western Europe, in which the prime form of wealth was aristocratic lineage and inheritance of land, both the noble titles and the lands that went with them soon ended up disproportionately in the hands of those who were good at obtaining what was then the new kind of wealth, namely money.

With considerable ease, the rising merchant and industrialist class could buy old titles, induce governments to grant them brand new ones, or marry into the old impoverished gentry. The parallel today, again, is that possessors of today’s rising kind of wealth, which is attention, and whom we label stars of every sort, have an easy time getting money.

But now let me point out that the other way round doesn’t work nearly as easily. Contrary to what you are sometimes urged to believe, money cannot reliably buy attention. Suppose it did work that way. Then you could have been paid to sit here and listen closely even if I were to read you something as boring as the phone book or an unabridged dictionary. Presumably it wouldn’t even matter if I kept repeating the same few syllables over and over. If money could reliably buy attention, all I would have to do is pay you the required amount and you would keep listening carefully through all that, not falling asleep en masse, nor allowing your minds to wander. In truth, even if you had been paid a huge sum, this would be most difficult, and if you did it, it would be a testament more to your own deep sense of principle than to a general condition in which another roomful of similar people could be expected to do equally well.

Someone who wants your attention just can’t rely on paying you money to get it, but has to do more, has to be interesting, that is must offer you illusory attention, in just about the same amounts as they would if you had instead been paying money to listen to them — which by the way is closer to the case here. Money flows to attention, and much less well does attention flow to money.”

Attention that people will trust – about an idea, a product, a service, a politician, will come from “Trusted” people in your life and in your network.

Defining and measuring Personal Clout will therefore be very important in the future.

That is why I wanted to speak to the CEO of Klout, Joe Fernandez who very kindly spent time with me on the phone yesterday talking about “Attention” what it is now – how it builds from Robin Dunbar’s research. We also touched on how today’s kids may be having their brains rewired to be able to use a much larger network than was possible face to face.

Here are some of the ideas that we batted around:

• It’s all about how you are as a person - Many newbies still think of Social Media as a big megaphone – they still shout out to the crowd – “look at me” aren’t I great!!!!” – But they most important aspect of the new world is what “Others say about you” and who those others are and how large your and their network is. To get their attention demands that you have something good to say and that you have also won their trust. This then is not easy environment. There can be no instant success.
• It’s all about how you are related in network terms – This is why Klout have set up their algorithms to measure True Reach or the value of your content -  Amplification Probability or how we you are related to the people in your network – how large and diverse is your network – do they find you interesting, safe, or a bore  - and Network Influence or do you influence people with influence. This makes a lot of sense to me. I think that Klout is trying to get a handle on the playing field. I also liked it that Joe kept reminding me that they are at the start of a voyage of discovery. That they may be ahead of others but know that there is so much to discover.
• The online world is likely larger than the personal world - Klout will fond out how much larger. The Dunbar numbers still operate in the personal world and for adults my age I think. But Joe made a case based on observation that he is seeing online Trusted Networks maxing out at about 500 (144 is the max Dunbar number) His own floats between 150 – 350 but he still relies on about 150. The really interesting point he made is that he is seeing a new world emerge with kids.
• Kids have a new social reality – they never lose a friend! – When I was a boy, we moved a lot. So at every move to a new place, a new school etc, I lost touch with 98% of the then friends. Over time they faded from memory. But now, a kid moves or changes school and stays in touch with most of  her friends. Even now as an adult, I am regaining touch with old friends long lost. Joe and I thought that decades of staying connected must have an effect on the wiring of the brain. After all print had that effect by making the left hand side more powerful. The brain is very plastic and can change very quickly as we see with say stroke victims. It is very likely that a child of 5 today who is a keen user of social media, will have a very different brain than I do when they are 25.

This new world is literally unfolding before us. Joe thinks that Klout now is about where Google was in 1997 – the key algorithms are in their infancy but are already able to tell us interesting things. Much more will be possible over time – especially when there is more data to observe.

But 2 things are clear to me – understanding how Clout works is core to the new economy. And that measuring Clout as Klout is doing is going to be very important.

Your reputation is your capital. You and not the institution will have the power.

via fastforwardblog.com

It's over and I am sad

 

In December 2009 I and Chris Rocker from  Christ Church Oxford and Stephen Darlington started to plan a tour of the North East of the US and Toronto for the Christ Church Cathedral Choir. 

On Friday night we had our last performance. Here is a part of the rehearsal where we are were joined by the Choir of Grace Church on the Hill in Toronto. 

We sold our every venue. We managed to bus 50 boys and young men and not lose a single one.

I feel like a parent after a big wedding. It's all over but what a time we had! This is the kind of work I love. Working with very nice people for a good cause where we are trying something really new - in this case seeing how we could re-invent a music tour to become entirely a social object that built community.

In every place the boys were put up by the community. Where the local NPR station was a partner in the US. Where the community invited us to be part of them. Where the choir itself told the story and all the parents folowed their sons all along.

It has been so much fun that we cannot let go - we are now planning the next phase.

Putting the Public into Public TV

 

Most of us have video camera's now. Few of us can tell a good story on Video. If we are to have a great source of community, we have to help people get really good at video story telling. Hence The Nine Academy. 

Reinventing Public TV?

 

Nearly all in public TV and Radio know that we still have to do a lot more to find out what will be a more vital model. There are all sorts of experiments going on. Such as at KCET that is stepping aside from PBS - Here is a post by Doc Searls on this and a good series of comments that follow.

This promo is about what KETC in St Louis is trying. 

But it is no flash in the pan but the result of 4 years of hard slogging by Jack Galmiche, his team and his trusty "get it done", Amy Shaw. They have crawled, tottered, and now are walking toward a model for public TV that has both the old - great content as TV and also the new - a trusted space where the community can work together to do important things.

Crawling - It all started in 2006 with a simple enough test - we used the showing of the then new series The War by Ken Burns - to see if we could use this show as a Social Object that would teach us how to attract people in the community to tell their stories. Here Bill Ives tells the story of this first chapter of our story. 

Tottering - Our next project was to see if we could find a way to create a safe enough space for the community to get together to help each other get through the Mortgage Crisis. We first tried this at home in St Louis and then were given the chance by CPB to include 60 other stations across the nation. Here Bill tell the story.

Walking - We are now about half way through the next project on Immigration that the promo describes above. Here we have taken a topic that few can agree on and we are trying to find out if we can create a space where people can hear each other and so we hope find a way forward. This is not just about using new media - it is about using new media to have a better social outcome. Bill tells more about us here.  He adds more about how I am using a novel search engine, Darwin Awareness, to find a way though the noise of the web and here about how I hope to use it to see what impact we finally make ourselves. 

When we started we knew that while we had to master the new tools - this was not really about the tools - but about if we could shift our culture. This has been more challenging and painful than I ever imagined. Change is easy on paper and when it involves some one else. But I and the the folks at KETC have found that the work demands that we all have to give up a lot of whom we were and that hardly a day passes when we are not wracked by doubt.

We have a lot still to do. A metaphor that we use is Columbus. We know that land lies to the west. We know that it should be close. We have seen the odd gull and floating logs. But we have not seen land yet and have no idea what it will be like when we get there. Will it be the Indies? Will there be a pot of gold there? Meanwhile, we keep sailing on our course and have to put our hope in the big idea.

Of course when we get to land, that is only the beginning! Then we have to find out how to live there.

Like Columbus, even if we get there and it is fine, we can't stay there alone. We need people who are up for a New World to join us.

Do you want to find a better future of Public TV? If you do, you can help us by joining in and being part of this.

 

Boingo - The Power of Strong Ties

What would it be like if your business had a sales, marketing and support force that was 1.3 million strong that you did not have to pay for? What if you could source this leverage with a tiny central force? Sounds impossible? Do you have any idea of how this could work?

Now that everyone is using Social Media – what I am seeing mainly are people who using the new tool in the old way – trying to shout above the noise – “Look at ME!” “Aren’t I cool!” “Aren’t we good!”. I am seeing a Dilbert approach – “Let’s have a Facebook site” “Let’s get on Twitter”.

Most do what most do when a new technology arrives – they apply it in the old way and so get nothing in response.

So what then is the power and leverage that you can harness by using social media well?

Boingo are on their way to finding out how to do this. Oh yes and I am one of the people that are part of this and oh yes I am not being paid and nor do I in any way work for them. I am living the theory.

So how might this work and so how might you do this too?

Boingo have a class of people that are deeply committed to the enterprise that Baochi calls her “Super fans”. They and why they are connected to Boingo and each other is the core of the leverage potential. We will meet 4 of them in this post who agreed enthusiastically to be interviewed by me. As you will see, these Super Fans are attracted first of all to Boingo by the obvious:

• The service – easy one stop access to Wifi in Airports and Hotels – is now no longer a nice to have for travellers but an essential
• The support for the service is outstanding – got a problem – you get instant personal help

But a great product is not enough. Nor is good service. What is the differentiator for Boingo is the human nature of the relationship that Boingo has with its customers. Most organizations do not allow their people to be human. Service people are often ciphers working from a script. Boingo have set up an environment where their key point of contact is a real person who is allowed to be herself.

She has a name and a face and we are all in awe and a bit in love with her. We all feel her presence watching over us. It is way more than getting her help when we can’t sign on. She watches out for us. Have a problem – A quick tweet. In minutes she is there. She is like the guy who runs the old corner store who holds your keys when you go away, keeps an eye on your kids in the street, helps you find a new roommate.

As Nuno Montegro, a customer in Portugal says – It is not what she says but how she says things that is the difference.

Nuno is like me, a customer who actively refers others to the service.

Most of Social media is all about Weak Ties – They are very useful but Weak Ties don’t get people to do much – or risk much – or commit much – that is why they are Weak – they are easy.

If you want to do something – Civil Rights in the US – you need Strong Ties. (Nice new piece by Malcolm Gladwell that explores Weak and Strong Ties in depth)

The key to attracting Strong Ties is being human. It is NOT PIMPING your product. It is instead to show that you really do care about ME. It is instead to show that you can indeed be trusted.

How do you show this? Nuno makes the point that every service and product fails at times. The key is to offer the best possible response to the inevitability of a problem. The best possible response is to know from experience that if there is a problem, you can reach a real person quickly and that they will go the distance to help you get it fixed. “I felt as if I was the only customer in the entire world when she was helping me” Bruno told me. I had the same experience.

Attracting Strong Ties is all about “Giving”.

Aaron Strout is the CMO at social media agency, Powered Inc. and is also Super Fan. “Boingo is proactive and they don’t expect a direct return – they are not selling all day – so if they want an inch, I go the mile back. It’s Karmic! I know if I have a problem that they will look after me. If people are good and do good, then good comes back. Not necessarily directly but good gets attracted back. We talk about a wide range of things that affect me not just the product – which is great too – have to have that – they listen.”

What Aaron is talking about here is a very old model for an economy that was the centre of all tribal economies – the Gift Economy. In the Gift Economy, the Big Guy is not the man who has the most stuff but the person who gives the most.

This is the power in networks – this is how Open Source Works too.

Cliff Bremmer is a programmer who works for a company called Carley Corporation that bids on government contracts to develop instructional CD base/computer based training for the US military.  ”In my spare time I help companies understand and navigate the social media spectrum in a professional yet interactive way.  The company I’m currently helping is the one my father works for called the Jamaica Pegasus Hotel“.

The Gift?

Not only is he a fan but in interacting with Boingo he has learned a lot about how to use SM media well. “If there is anything I’m proud of lately it’s that I helped the Pegasus Hotel promote their brand with the help and support of @Boingo and other companies to become one of the most popular brands in Jamaica.” Boingo is  not only helping him with his travel and Wifi but is talking with him and helping him help his dad in his business with advice and Tweet Up prizes such as free access and bag tags. The Gift in action!

He can see the flaws of how most use SM – “They are stuck in self promotion versus communication. I can see through it all – it’s all about them.”

In the Gift Economy that drives Trust and so Strong Ties, the starting point is YOU. In the non network economy the starting point is ME. No small difference!

Shelby Rogers is a flight attendant, a serving soldier (in the active reserve) and the wife of a serving soldier. Travel is her life. When she is not working, she travels. Access to Wifi has made her travel better – “I now know more than the Gate Agent does about my flights!” and it has taken away much of the loneliness that travel brings with it. Who has not been alone eating room service and watching TV in our room? “I can stay in touch with my husband on Skype and every city seems to have a friend in it.”

For Shelby, Boingo is a service that truly meets her needs. But it is how Boingo is connected to her that has transformed a pleased customer into a Super fan.

How often has your service provider taken you out to dinner? “We have even had dinner recently. I am now a walking billboard for Boingo with winking bag tags!”

So what does this mean? What are the lesson for both Boingo and for you?

• Baochi is no accident – the Boingo senior leadership have created the role and given it the space to enable someone who is naturally humane to be herself inside it. This new way of using Strong Ties to be the centre of a network is all about culture. In most cases senior leadership is too scared to let go. But if you do let go and create this safe place then the power of the network effect can be yours
• A really powerful network has to have an inner core bound by Strong Ties. This is where the leverage is. One staff person like Baochi can without too much trouble have close ties with 34 people. That gives her an outer network of 1.3 million. If she can handle the Dunbar limit of 144 that creates an opportunity of 400 million! You can see that with the right person, you can have a vast reach – provided you realize that your goal is not to have thousands of relationships but a few Strong Ones
• The secret is the math of social leverage. Many of you know about the “Dunbar Number”. Some of you know about “Magic numbers – the hierarchy of trust in human groups. If you don’t here is a quick primer.

So what now?

I think that the next stage would be this:

• At the moment all the Super Fans have a strong relationship with Baochi – I think that the best next step might be to find a way to connect them to each other
• At the  moment most of the dialogue is still about the obvious and excellent service that Boingo provides – I think that some of the work that the Super Fans could do might be to deepen the conversation – Shelby touched on this in her interview with me – What is it that being easily connected while travelling does? In her case it helped her deal with isolation and loneliness – it helped her do her job better – it kept her in touch with her husband – these are deep issues that I think connect all of us who travel a lot

As I think about networks, I think about the laws of physics. All systems have order and attractors. Some force is needed to keep systems coherent.

Think of the Sun in our own local system. It has mass that provides a gravity that holds all the planets and asteroids and stuff in a pattern. It has energy that creates life in the system. I think that any healthy human social system has to have gravity and light.

At the very centre is the “Right Space” a Trusted Space created by the leadership. In this Space, the Right Person – Right being a person who as part of her natural persona truly cares about others. Connected to her is the fuel and the mass that makes up the Sun – the Super Fans. The closer they are to the centre and the closer they are to each other – the more mass and the more energy. The more mass and energy, the larger and more healthy the network of Weak Ties that form up around the Sun.

What gets in the way is our fear about losing control.

At Disney the surface of the Brand Icon never changes but inside the mask is a person who changes all the time and so is never allowed to speak.

But in the new world we have to take off the costume and let the person inside have conversations with the public – HARD to do.

via fastforwardblog.com

Posted via email from Rob's posterous

The Path to Success as an immigrant? Putting the PUBLIC into public TV

via explorehomeland.org

Here is a film made by Grace Holdinghaus, a graduate of our community film making class - The nineAcademy - she went into the community to ask her question and this is what she found.

As important as her film is on its own - the larger issue for me is that KETC is helping the public learn how to be film makers and is offering the also a space on it's website to have their films seen and shared.

Putting the Public into Public TV

Posted via email from Rob's posterous